BSBCUS501 Manage Quality Customer Service | My Assignment Tutor

Assessment Tool Unit Details BSBCUS501 Manage Quality Customer Service Assessment TypeThis is a summative assessment, which requires each student to have adequate practice prior to undertaking this assessment Assessment TasksQuestions and Answers  Assessment 1 (14 Written Questions) ProjectAssessment 2 (Develop and Refine Customer Service Strategy) ProjectAssessment 3 (Implement Monitor, and Review Customer Service Strategy)      Last Modification DateApril 2020 Proposed Review DateApril 2021 Unit SummaryThis unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies. No licensing, legislative or certification requirements apply to this unit at the time of publication. Prerequisite UnitsThere are no recommended pre-requisite units for this competency. Possible Co-requisite UnitsThis unit can be assessed independently, however holistic assessment practice with other business service units of competency is encouraged Assessment Overview About Your Assessments 1. Questions and answers (14 written questions)This task is generally done in your own time as homework (off campus)2. Project a. In Part A, you will be investigating the organisation’s existing customer service framework and strategy b. In Part B, you will be developing a strategy to gather customer feedback c. In Part C, you will be assessing customer feedback d. In Part D, you will be developing a customer service strategy e. In Part E, you will be presenting your customer service strategy for review and approvalThe following assessment tasks use a simulated business called Complete Business Solutions Australia (CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies and procedures found on the CBSA website. Your assessor will provide you with login details. Navigate to www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your assessment tasks. These assessment tasks are generally done off campus except for your practical components which will be done during tutorials/workshop. The following parts are done during tutorials/workshop: Part C Assess customer needs – Based on the email, you are to summarise the responses to the Quality Indicator Survey that have been received. To simulate real customer responses, the assessor will have at least five students role play the organisation’s customers for the purpose of this activity so that responses can be provided to the survey questions you have developed. The assessor will provide these responses to you Part E Present customer service strategy – Based on the email you are to undertake a presentation to a diverse sub-set of the internal and external customers of the organisation. You will be presenting to five attendees who will form a representation of the customers (role played by your assessor and four additional students/assessors).Week 23. Project a. In Part A, you will be procuring and developing a customer service resource b. In Part B, you will be monitoring and supporting customer service performance c. In Part C, you will be reviewing and making recommendations to improve the organisations’ customer service strategyThese assessment tasks are generally done off campus except for your practical components which will be done during tutorials/workshop. The following part is done during tutorials/workshop: Part C Refine customer service strategy – Based on the email, you are to complete the following task: Review the Customer Service Plan along with the Customer Service Policy & Procedures you developed, and your experiences in developing and implementing a customer service strategy, and then use the Lessons Learned Form to document: a. What worked well b. What didn’t work so well c. What recommendations for improvements could be made to the customer service strategyWeek 3 How to Submit Your Assessments Assessment Task Cover Sheet Assessment Appeals Plagiarism, Cheating and Collusion using study guide material without acknowledgement;paraphrasing the work of another person;directly copying any part of another person’s work;summarising the work of another person;using or developing an idea or theme derived from another person’s work;using experimental results obtained from another person’s work; andin the collaborative projects, falsely representing the individual contributions of the collaborating students where individual contributions are to be identified. For more information, please refer to our Academic Misconduct Policy and Procedures. Assessment Plan Questions and Answers2.     Project3.     Project Agreement by the student   Yes  No   Yes  No   Yes  No   Yes  No  Yes  No   Yes  No Assessment Task Cover Sheet – Assessment Task 1 BSBCUS501 Manage quality customer service STUDENT DECLARATIONNone of this work has been completed by any other person.I have not cheated or plagiarised the work or colluded with any other student/s.I have correctly referenced all resources and reference texts throughout these assessment tasks.I understand that if I am found to be in breach of policy, disciplinary action may be taken against me. Assessment Record ChecklistAssessment Task 1: Written QuestionsYesNoDid the student answer all questions correctly? (Please note which questions were answered incorrectly, if applicable.)  If ‘no’ to the above, did you identify gaps in the student’s understanding and knowledge?  If ‘yes’ to the above, what arrangements have been made for reassessment?  Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet.Please note any reasonable adjustments for this task below.Where any items above are marked ‘No’, please provide comments and outline the gaps below. Ensure feedback is provided to the student on their Assessment Task Cover Sheet. Note actions that will be taken to correct the gaps.Assessment Task 1 outcome:                            Satisfactory ¨      Not Satisfactory ¨Date: _________________________________Student name: _________________________________________________________________________Assessor name: ________________________________________________________________________Assessor signature: _____________________________________________________________________ Assessment Task 1: Written Questions Task summary You must answer all questions below correctly. Resources and equipment required to complete this task: When and where will this task be completed? What happens if I get something wrong? Student instructions for Task 1 Written answer question guidance  1       2             3 4   5 6AggressionDemandingIndecisivenessTalkative 7   8 9 10 11 12 13 14List three strategies that organisations can employ to obtain customer feedback.  Submission requirements for Task 1: Your answers to each question. Assessment Task Cover Sheet – Assessment Task 2 BSBCUS501 Manage quality customer service None of this work has been completed by any other person.I have not cheated or plagiarised the work or colluded with any other student/s.I have correctly referenced all resources and reference texts throughout these assessment tasks.I understand that if I am found to be in breach of policy, disciplinary action may be taken against me. Assessment Record ChecklistAssessment Task 2: Develop and Refine Customer Service Strategy Part A: Identify Existing Customer Service StrategyYesNo Did the student submit the following: Answers to questions Did the student answer all questions correctly? (Please note which questions were answered incorrectly, if applicable.) If ‘no’ to the above, did you identify gaps in the student’s understanding and knowledge? If ‘yes’ to the above, what arrangements have been made for reassessment? Part B: Determine Customer NeedsYesNo Did the student submit the following: Quality Indicator Survey Did the student develop the Quality Indicator Survey that: Uses the template provided?Includes eight questions to identify a customer’s needs? Part C: Assess Customer Needs Did the student submit the following: Feedback Register Did the student complete the Feedback Register: Using the Feedback Register template? Specifying the customer’s name?Specifying whether the feedback for each customer was positive or negative? Specifying the feedback channel for each customer?Specifying the date that the feedback was received for each customer? Specifying a summary of each customer’s feedback? Part D: Develop Customer Service Strategy Did the student submit the following: Customer Service Plan Customer Service Policy & Procedure Did the student develop Customer Service Policy & Procedures that: Used the Policy & Procedures template? Specifies a title for the policy?Includes five customer services principles?Includes three service commitments?A procedure that includes five stages of the customer interaction lifecycle?States the purpose of the policy? Did the student develop Customer Service Plan that: Used the Customer Service Plan template?Specifies a customer service mission statement?Specifies a customer service vision statement? Specifies four customer service standards?Specifies at least two actions in the Action Plan? Part E: Present Customer Service Strategy Did the student submit the following: Modified Customer Service Plan Modified Customer Service Policy & Procedure Did the student: Verbally lead the presentation of the Customer Service Policy & Procedures?Verbally lead the presentation of the Customer Service Plan?Use listening skills to gather feedback and answer questions? Use questioning techniques to confirm understanding?Negotiate changes to the plan and policy?Update policy and plan based on negotiated changes? Please note any reasonable adjustments for this task below. I have reviewed the mapping to this task.I have analysed the evidence gathered against the requirements of this task and am satisfied that the student has satisfactorily demonstrated the knowledge required of this unit. Where any items above are marked ‘No’, please provide comments and outline the gaps below. Ensure feedback is provided to the student on their Assessment Task Cover Sheet. Note actions that will be taken to correct the gaps. How many attempts were required to demonstrate satisfactory performance?     ______________________________ Part A outcome:                       Satisfactory  ¨                  Not Satisfactory  ¨ Part B outcome:                      Satisfactory  ¨                  Not Satisfactory  ¨ Part C outcome:                      Satisfactory  ¨                  Not Satisfactory  ¨ Part D outcome:                      Satisfactory  ¨                  Not Satisfactory  ¨ Part E outcome:                      Satisfactory  ¨                  Not Satisfactory  ¨   Date: _________________________________ Student name: _________________________________________________________________________ Assessor name: ________________________________________________________________________ Assessor signature: _____________________________________________________________________  Assessment Task 2: Develop and Refine Customer Service Strategy Business Compliance Specialist for CBSA. CBSA is a consultancy service providing assistance with compliance, finances, human resources, information technology and other business needs to ensure that businesses have the expertise and support they need to survive and prosper. You should familiarise yourself with what CBSA does, its services and history, the organisational structure of the business and its employees. Ensure that you read the Business Plan to understand CBSA’s mission, vision, and business objectives. Task summary In Part A, you will be investigating the organisation’s existing customer service framework and strategyIn Part B, you will be developing a strategy to gather customer feedbackIn Part C, you will be assessing customer feedbackIn Part D, you will be developing a customer service strategyIn Part E, you will be presenting your customer service strategy for review and approval Resources and equipment required to complete this task: Access to Learner Guide, PowerPoint presentation and recommended textbookAccess to a computer, the Internet, and a web browserAccess to a word processorCBSA organisational policies and procedures (accessible via the CBSA website)Business Plan (accessible via the CBSA website)Policy & Procedure Template (accessible via the CBSA website)At least five additional students (or assessors) to role play customersFeedback Register (accessible via the CBSA website) When and where will this task be completed? This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).Your assessor will provide you with the due date for this assessment. What happens if I get something wrong? Student instructions for Task 2 Complete all parts of the assessment below using your own words. Part A – Identify Existing Customer Service Strategy To begin this part, read the following email and then complete the tasks that follow: To:From:Date/time:Subject:To You, Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Task In this task, you need to review the organisation’s existing policies and procedures via the CBSA website, and then provide answers to the following questions using a word processor: Provide a brief summary of what organisational policies and procedures are currently being used for delivering customer service both internally and externally. You should review all existing CBSA policies and procedures to determine which are relevant to customer service.Provide a summary of what current service promotions are set to take place. You should refer to the organisation’s Business Plan for forthcoming advertising & promotional strategies.Provide a summary of how the organisation communicates to its customers. You should refer to the organisation’s Communication Policy & Procedures to determine how the organisation relates to its customers. Part B – Determine Customer Needs To begin this part, read the following email and its attachment, then complete the tasks that follow: To:From:Date/time:Subject:Attachment:To You, Thanks for providing an overview of what customer service policies and procedures we currently have in place and how we relate to our customers. I would now like you to investigate and identify what the needs of our internal/external customers are so we can plan accordingly. Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Attachment Quality Indicator Survey     Task Based on the email, and using a word processor you are to create eight questions that are designed to identify the organisations customer needs. Each question should be designed to address what the customers need, and what they think of the customer service they received. Part C – Assess Customer Needs To begin this part, read the following email and then complete the tasks that follow: To:From:Date/time:Subject:To You, Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Task Based on the email, you are to summarise the responses to the Quality Indicator Survey that have been received. To simulate real customer responses, the assessor will have at least five students role play the organisation’s customers for the purpose of this activity so that responses can be provided to the survey questions you have developed. The assessor will provide these responses to you. Once the assessor has provided the responses to your survey questions, you are to summarise these using the organisation’s Feedback Register (downloadable from the Employee section of the CBSA website). Using a word processor, you are to record in the register for each customer: The date that the feedback was receivedThe customer’s nameThe feedback channel that was used to provide the feedback (survey)Whether the overall feedback was positive or negative in natureA summary of the customers’ feedback to the survey questions asked Part D – Develop Customer Service Strategy To begin this part, read the following email and its attachment, then complete the tasks that follow: To:From:Date/time:Subject:Attachment:To You, A Customer Service Policy & Procedures using the Policy & Procedure templateA Customer Service Plan using the attached template Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Attachment Customer Service Plan                         Task Based on the email and its attachment, use a word processor to complete the following tasks: Develop a Customer Service Policy & Procedures that:Uses the Policy & Procedures templateSpecifies the title of the policyStates the purpose of the policyDetails the policy including:Three service commitments to the customersFive customer service principles that the organisations staff should adhere toDetails a basic procedure for how customer requests should be handled. It should cover the steps of the customer interaction lifecycle including:GreetingUnderstandingAgreeingSolvingClosingDevelop a Customer Service Plan that:Uses the Customer Service Plan template attached with the emailSpecifies a customer service missionSpecifies a customer service visionSpecifies four customer service standards. Each needs to specify the quality, time, or cost that needs to be met to ensure the standard has been successfully achieved.Specifies at least two actions that need to be implemented to ensure success of the customer service standards including:What the action is?Who will be responsible for implementing the action?When does the action need to be implemented by? Part E – Present Customer Service Strategy To begin this part, read the following email and then complete the tasks that follow: To:From:Date/time:Subject:To You, I would like you to present the Customer Service Policy & Procedures and Customer Service Plan to a sub-set of our internal and external customers to get their feedback prior to implementing the new strategy. Please prepare for the presentation, ensuring you provide an overview of: The components of the new Customer Service Policy and Procedures including:Its purpose The three service commitments to the customersThe five customer service principles that the organisation’s staff should adhere toAn overview of the procedure for a customer interactionThe components of the new Customer Service Plan including:Mission and visionThe four customer service standardsAn overview of the action plan Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Task Based on the email you are to undertake a presentation to a diverse sub-set of the internal and external customers of the organisation. You will be presenting to five attendees who will form a representation of the customers (role played by your assessor and four additional students/assessors). Submission requirements for Task 2: Answers to questions for Part A.Quality Indicator Survey for Part B.Feedback Register for Part C.Customer Service Plan for Part D.Customer Service Policy & Procedure for Part D.Modified Customer Service Plan for Part E.Modified Customer Service Policy & Procedure for Part E. Assessment Task Cover Sheet – Assessment Task 3 BSBCUS501 Manage quality customer service None of this work has been completed by any other person.I have not cheated or plagiarised the work or colluded with any other student/s.I have correctly referenced all resources and reference texts throughout these assessment tasks.I understand that if I am found to be in breach of policy, disciplinary action may be taken against me. Assessment Record ChecklistAssessment Task 3: Implement Monitor, and Review Customer Service Strategy Part A: Procure and Develop a ResourceYesNo Did the student submit the following: Job Position Description Job candidate selection reasoningInduction Checklist Did the student develop a job Position Description that: Used the Position Description template? Specified the employee’s reporting manager?Specified the job title and type? Specified the main duties and responsibilities?Specified the job location? Specified the qualifications and/or experience requirements? Did the student provide there reasoning as to which candidate they selected for the job role? Did the student develop an Induction Checklist that: Used the Induction Checklist template?Included a topic of a location tour? Included a topic on the organisational structure?Included a topic on the organisations Business Plan? Included a topic on the employee’s job responsibilities?Included a topic of the organisation’s employees? Included a topic on customer service policies/procedures/plans? Included a topic on WHS? Part B: Deliver, Monitor, and Support Customer Service Did the student submit the following: Complaints and Appeals Register Did the student document the Complaints and Appeals Register that: Used the Complaints and Appeals Register template?Specified the date for the three complaints? Specified the name of the three complainers?Specified a solution to each of the three complaints?Specified a summary for each of the three complaints including what service standards they affect?Specified themselves as the reviewer and the date they reviewed the three complaints? Part C: Refine Customer Service Strategy Did the student submit the following: Lessons Learned Form Did the student document lessons learner using the Lesson Learned form? Did the student undertake a presentation where they: Verbally led the presentation of what worked well? Negotiated changes to the Lesson Learned Form?Verbally led the presentation of what didn’t work so well? Used questioning techniques to confirm understanding?Used listening skills to receive feedback and to answer any questions?Verbally led the presentation of recommendations? Did the student modify the Lesson Learned Form based on negotiated changes? Please note any reasonable adjustments for this task below. I have reviewed the mapping to this task.I have analysed the evidence gathered against the requirements of this task and am satisfied that the student has satisfactorily demonstrated the knowledge required of this unit. Where any items above are marked ‘No’, please provide comments and outline the gaps below. Ensure feedback is provided to the student on their Assessment Task Cover Sheet. Note actions that will be taken to correct the gaps. How many attempts were required to demonstrate satisfactory performance?     ______________________________ Part A outcome:                       Satisfactory  ¨                  Not Satisfactory  ¨ Part B outcome:                      Satisfactory  ¨                  Not Satisfactory  ¨ Part C outcome:                      Satisfactory  ¨                  Not Satisfactory  ¨   Date: _________________________________ Student name: _________________________________________________________________________ Assessor name: ________________________________________________________________________ Assessor signature: _____________________________________________________________________  Assessment Task 3: Implement Monitor, and Review Customer Service Strategy Task summary In Part A, you will be procuring and developing a customer service resourceIn Part B, you will be monitoring and supporting customer service performanceIn Part C, you will be reviewing and making recommendations to improve the organisations’ customer service strategy Resources and equipment required to complete this task: Access to Learner Guide, PowerPoint presentation and recommended textbookAccess to a computer, the Internet, and a web browserAccess to a word processorCustomer Service Plan you created in the previous assessment taskCustomer Service Policy you created in the previous assessment taskCBSA organisational policies and procedures (accessible via the CBSA website)Position Description template (accessible via the CBSA website)Induction Checklist (accessible via the CBSA website)Complaints and Appeals Register (accessible via the CBSA website)Lessons Learned Form (accessible via the CBSA website) When and where will this task be completed? This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).Your assessor will provide you with the due date for this assessment. What happens if I get something wrong? Student instructions for Task 3 Complete all parts of the assessment below using your own words. Part A – Procure and Develop a Resource To begin this part, read the following email and then complete the tasks that follow: To:From:Date/time:Subject:To You, I would like you to manage the procurement of the customer service representative as per the Customer Service Plan action plan. Following the Staff Management Policy & Procedures, can you: Develop a Position Description for the job roleSelect a candidate from the shortlisted candidatesDevelop an induction for the new employee Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Task Based on the email, you are to complete the following tasks: Using the Staff Management Policy & Procedures as a guide, develop a Job Position description for the role using the Position Description template. Within the position description you must:Give the job role a titleSpecified the job title and job typeSpecify the job locationSpecify who the employee will report toSpecify the main duties and responsibilities of the employeeSpecify any experience/qualification requirementsUsing a word processor, briefly explain which of the following applicants you would select and why for the position based on the following criteria:Candidate A has the appropriate skills, knowledge and experience and had a great interview.Candidate B has no formal customer service qualifications or experience, though they had a good interview.Candidate C has some of the customer service experience, but was very late for the interview, and the interview went poorly.Using a word processor, develop an Induction checklist using the Induction Checklist template of what must be covered during the induction of the selected employee. The induction checklist should provide a list of topics that must be covered during the orientation. This should cover standard topics that all new employees must be taught, plus training of organisational policies and procedures that will be related to their specific role. Part B – Deliver, Monitor, and Support Customer Service To begin this part, read the following email and its attachment, then complete the tasks that follow: To:From:Date/time:Subject:Attachment:To You, Over the last few weeks during the delivery of our services of our clients, a number of issues have occurred. I would like you to review these service issues and advise how best to overcome these difficulties ensuring that they don’t occur again. Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Attachment Service Issues.docx Case Study 1: Aggressive Sales Tactics We have received negative feedback from a perspective client (Norton & Sons) eight days ago in regard to Zane O’Brien who works in the Human Resources department. The perspective client advised that Zane was overly aggressive and pushy during the client meeting, continually interrupting and trying to get them to sign up to services. The client advised that they felt threatened and signed up to the services just to get rid of Zane. The client never wants to deal with Zane again or CBSA for that matter, and would like a refund for the services they have purchased. Zane has some history of complaints, and has received a written warning previously in regards to poor behaviour towards clients. This issue needs to be resolved as quickly as possible, given that this will have some effect on the agreed upon service standards. Case Study 2: Apathetic Customer Service We have received negative feedback from a client (Services International Pty Ltd) five days ago in regard to Sam Tailor who works in the Information Technology department. This VIP client recently placed a support call as they were having an issue with the new system that we recently developed for them to update their technical systems. The client reports that upon placing the support call, Sam answered with a grunt and with words along the lines of “What do you want?”. The client responded that they needed some help with a problem with the new system, which Sam responded with “Well, it should be easy for you to figure this out. It’s a simple system that even a child could use. Just do X, Y, and Z”. He then hung up. The client was extremely upset and is thinking about switching their business needs to a competitor. Case study 3: Poor Client Communication You are monitoring a workgroup’s performance for a big project today and have noticed that the client’s (Leverage Industries) feedback to the Project Manager has been very negative. The client is complaining that the communication received so far during the project has been rather poor. They don’t receive any regular updates so they are unsure of how the projects schedule is tracking. When they attempt to contact members of the project team, they are very difficult to get hold of, and they say they will get someone else within the team to call them back when they are able. They never receive this call and are thinking about cancelling the contract. Task Based on the email and the case studies in the attachment, you are to use a word processor to determine a solution to each of the case studies’ complaints and document this in the Complaints and Appeals Register. Within the Complaints and Appeals Register for each complaint you need to: Specify the date of the complaintSpecify the name of the complainerProvide a summary of the complaint details including which service standard(s) in the Customer Service plan might be impacted by this issue?Specify yourself as the reviewer, and today’s date as the review dateSpecify a solution to try and resolve the customer service issue to help the team member(s) involved. The solution should detail what remedial steps that should be taken, including:any recommendations as to how the team member(s) should be supported to ensure this issue doesn’t occur againany recommendations on what steps should be taken towards the clientany changes to policies and procedures including the Customer Service Plan or Customer Service Policy & Proceduresany methods to monitor the team member/process to ensure that it doesn’t occur again Part C – Refine Customer Service Strategy To begin this part, read the following email and then complete the tasks that follow: To:From:Date/time:Subject:To You, Now that the new Customer Service strategy has been up and running for a while, I wish to share some results against the service standards you developed: Service Standard 1: service standard was achievedService Standard 2: service standard was not achievedService Standard 3: service standard was not achievedService Standard 4: service standard was achieved Based on these results I would like you to review your experiences and document the lessons learned during this process including:  What worked wellWhat didn’t work so wellWhat improvements could be made to the Customer Service strategy. Kind Regards, Henry Thomas300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 www.cbsa.com.au Task Based on the email, you are to complete the following task: Review the Customer Service Plan along with the Customer Service Policy & Procedures you developed, and your experiences in developing and implementing a customer service strategy, and then use the Lessons Learned Form to document: What worked wellWhat didn’t work so wellWhat recommendations for improvements could be made to the customer service strategy Once you have documented the lessons learned, you are to present your findings. You will be presenting to Gavin Stead and Henry Thomas (role played by your assessor and an additional student/assessor). Verbally lead the presentation of what worked wellVerbally lead the presentation of what didn’t work so wellVerbally lead the presentation of what recommendations you would make to improve the customer service strategyUse listening skills to receive feedback and to answer any questions that the attendees may haveConfirm the attendees’ understanding of the plan and policy by using questioning techniquesNegotiate any changes to the Lesson Learned Form based on the attendees’ feedback and update as necessary until approval is received Submission requirements for Task 3: .Answer to candidate selection reasoning for Part A.Induction Checklist for Part A.Complaints and Appeals Register for Part B.Lessons Learned Form for Part C.

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