BSBOPS505 : Manage Organisational Customer Service - Management Assignment Help

Assignment Task:

Task:

Student Declaration
To be filled out and submitted with assessment responses

•  I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
•  I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me? I have correctly referenced all resources and reference texts throughout these assessment tasks.
•  I have read and understood the assessment requirements for this unit
•  I understand the rights to re-assessment
•  I understand the right to appeal the decisions made in the assessment
• Student name Student ID number Student signature Date
• Task Number ------OFFICE USE ONLY-----
• For Trainer and Assessor to complete:
• ? Student requested reasonable adjustment for the assessment
• Marking
• Completed successfully
• Did the student satisfactorily: Comments Y N DNS
• The student has satisfactorily completed and submitted the following:
• Record of standards, budget and timelines in Task 2.1A
• Selection of three ideas with justification in Task 2.1B
• Customer service charter and plan in Task 2.1C
• Customer support policy in Task 2.1C
• Record keeping policy in Task 2.1C
• Email report to the board in Task 2.2A
• Email to address the Yore Mine Co’ complaint in Task 2.2B
• Observation checklist (Role-Play Task 2.2. c) )
• Record of the outcome of the meeting with Mary in Task 2.2C ???The student actively participate in the focus group session organised to discuss customer service standards and planning:
• Facilitated the session effectivelyEncouraged others to provide inputs and feedbackDiscussed and agreed on customer service standardsAgreed on planning requirementsTook notes during the sessionListened activelyProvided expert guidance on quality customer serviceUsed questioning to gather feedback and inputs from the other participantsFeedback in comments. ???Demonstrated ability to:
• Consult with customers to identify customer service requirementsUse strategies for obtaining customer feedback on the provision of product and serviceThis is evidenced by:
• Record of standards, budget and timelines in Task 2.1A
• Selection of three ideas with justification in Task 2.1B
• Active participation in focus group session (Refer to Marking Sheet) ???Demonstrated ability to:
• Integrate customer feedback into organisation's business planIdentify and procure resources required to address customer service requirementsThis is evidenced by:
• Customer service charter and plan in Task 2.1C
• Customer support policy in Task 2.1C
• Record keeping policy in Task 2.1C ???Demonstrated ability to:
• Deliver product and service according to customer specifications within organisation's business planThis is evidenced by:
• Email to address the Yore Mine Co’ complaint in Task 2.2B ???Demonstrated ability to:
• Monitor team performance and assess against the organisation's quality and delivery standardsSupport colleagues to overcome difficulties in meeting customer service standardsThis is evidenced by:
• Email report to the board in Task 2.2A
• Record of the outcome of the meeting with Mary in Task 2.2C
• Observation checklist in Task 2.2C ???Demonstrated ability to:
• Adapt delivery of customer product and service in consultation with relevant individuals and groupsThis is evidenced by:
• Record of standards, budget and timelines in Task 2.1A
• Selection of three ideas with justification in Task 2.1B
• Customer service charter and plan in Task 2.1C
• Customer support policy in Task 2.1C
• Record keeping policy in Task 2.1C
• Email to address the Yore Mine Co’ complaint in Task 2.2B
• ???Demonstrated ability to:
• Manage records, reports and recommendations within the organisation's systems and processesThis is evidenced by:
• Customer service charter and plan in Task 2.1C
• Customer support policy in Task 2.1C
• Record keeping policy in Task 2.1C
• Email report to the board in Task 2.2A
• Email to address the Yore Mine Co’ complaint in Task 2.2B
• Record of the outcome of the meeting with Mary in Task 2.2C ???When collaborating with the group, the student has actively participated in group work with a substantial contribution that can be assessed individually for all the requirements of this task. ???Task Outcome: Satisfactory ? Not Yet Satisfactory ?

To complete this task, please refer to:

Appendix 1 – Innovative Widgets Scenario
Appendix 2 – Innovative Customer service delivery
Appendix 3 – Innovative Widgets Complaints policy and procedures.
This task comprises of the following assessment methods:
Product-based ?Direct observation of Role-Play ?Case Study ?Other (specify) ?It has been designed to evaluate your ability to/competency in:
Consult with customers to identify customer service requirementsIntegrate customer feedback into organisation's business planIdentify and procure resources required to address customer service requirementsDeliver product and service according to customer specifications within organisation's business planMonitor team performance and assess against the organisation's quality and delivery standardsSupport colleagues to overcome difficulties in meeting customer service standardsDevelop and use strategies for monitoring progress against product and service targets and standardsDevelop and use strategies for obtaining customer feedback on the provision of product and serviceAdapt delivery of customer product and service in consultation with relevant individuals and groupsManage records, reports and recommendations within the organisation's systems and processesYour assessor will be looking for demonstrated evidence of your competency in the above.
You are required to address the following:

• Task 2.1 Plan to meet internal and external customer requirementsParticipate in a focus group to determine customer service needs and requirements for Innovative WidgetsDevelop a customer service charter and planDevelop 2 policy and procedures relevant to customer servicePeer-Review your work to ensure it meets standardsTask 2.2 Ensure delivery of quality products and servicesDevelop a report to the board on customer service performance in the companyDevelop an email to address a customer's complaintPerformance manage and coach a colleague who is under-performing in the customer service team
• Although the assessment requires group collaboration to simulate a work environment, the assessment submission is individual, and it will be marked as such.
• What do I need to do to complete this task satisfactorily? submit the completed assessment tasks, according to instructions,
• complete the tasks with sufficient detail and present them in a professional manner,
• use your own words and reference sources appropriately,
• meet the word count where required,
• use the scenario provided,
• use the templates provided where required,
• for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria,
• if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance.
• Specifications You must deliver/participate in:
• Attend the focus group session in class to brainstorm ideas to develop the customer service charter and plan (week 2)
• Ask two classmates to peer-review your customer service plan, the charter and the policies. Document the peer review. (week 3)
• Participate in a Role-Play to help a colleague improve customer service skills and performance (week 4)
• You must submit to GOALS
• Record of standards, budget and timelines
• Selection of three ideas with justification
• Customer service charter and plan
• Customer support policy
• Record keeping policyEmail report to the board
• Email to address the Yore Mine Co' complaint
• Observation checklist (Role-Play Task 2.2. c) )
• Record of the outcome of the meeting with Mary
• Resources and equipment Computer with Internet access
• Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
• Re-submission opportunities You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
• Complete the following activities:
• Task 2.1 Plan to meet internal and external customer requirementsAttend the focus group session in week 2 of class
• In week 2 of class, attend a meeting (focus group) in a simulated work environment where:
• Some students will play the role of Innovative Widget's customers invited to attend a focus group on customer serviceSome students will play the role of customer service personnel working at Innovative Widgets
• The trainer and assessor will play the role of the CEO of Innovative Widgets
• Together:
• Brainstorm and agree on five customer service standards for Innovative WidgetsDetermine and agree on how long it will take Innovative Widgets to achieve those standardsConsidering that the budget to develop and implement the customer service plan is $ 85,000, discuss and decide if the budget is adequate to implement the plan.
• Brainstorm ideas to develop a customer service charter and plan to include:
• A vision and mission statement for customer service
• A list of internal and external customers types
• An outline of customer needs (by customer type)
• An outline of product standards
• An outline of training needs for the customer service team
• A budget for the plan to consider technology, training, staffing needs and equipment needed to implement the planA brand-new customer support policy and procedures
• A brand-new record keeping policy and proceduresIf you are absent from class, you are responsible for making alternative arrangements with the trainer and assessor to perform the Role-Play.
• The trainer and assessor will validate your active participation in the session and provide feedback on the Marking Sheet.
• Standards, Budget and Timelines
• Record the agreed five customer service standards, the agreed timelines to implement the customer service plan and the agreed budget in the table below.
• Standards Budget Timelines
• Take notes about the focus group session and select three ideas that you find most effective to develop a quality customer service plan according to the agreed standards, timelines and budget.
• List the ideas you liked the most and develop a short reflection on your selection (justifications). (50-100 words)
• Develop a customer service charter and plan for innovative widgets. Include two high-level policy and procedures as instructed.
• Use the templates provided below and follow the instructions.Template 1 -Customer Service Charter and PlanInnovative Widgets Customer Service Charter
• Create a vision and mission statement that includes reference to customer services.
• Welcome to Innovative Widgets!
• Our vision:
• Our mission:
• Our internal customers are:
• List Innovative Widgets' internal customers (2-3) Our internal customers require:
• List these customers' needs (2-3)
• Our external customers are:
• List Innovative Widgets' external customers (2-3) Our external customers require:
• List these customers' needs (2-3)
• We'll give you what you need … and more!
• We promise to deliver a widget that's right for your needs:
• List relevant product quality specifications (4)
• We promise to support you:
• List relevant customer service guarantees, e.g. related to time, cost and after-sales support (2-3)
• We support our people to support you!
• Innovative Widgets' policies and procedures that support customer service include:
• List relevant policies and procedures (3)
• Customer service staff -Training needs
• List 4 training needs to implement quality customer service according to the customer service charter and meet customer service standards.
• Budget
• Develop a budget (4-6 items to implement the customer service charter and plan). Note, the total budget must not exceed the agreed budget for implementation. The budget must include the resources required to address customer service requirements.

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