Student Declaration | My Assignment Tutor

Assessment Task 3 Manage organisational customer service BSBOPS505 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 Unit Title Unit CodeStudent nameStudent ID numberStudent signatureDateTask Number ——OFFICE USE ONLY—– For Trainer and Assessor to complete:◻ Student requested reasonable adjustment for the assessment Marking SheetCompleted successfullyDid the student satisfactorily:CommentsYNDNSThe student has satisfactorily completed and submitted the following:Strategy to monitor progress in achieving product and/or service targets in Task 3.1A Examples of implementation of the monitoring strategy in Task 3.1A Questionnaire developed to obtain customers’ feedback in Task 3.1B A strategy to provide professional development in customer service practices for the customer service team in Task 3.1C A plan to procure the resources needed to implement the strategy (about professional development) in Task 3.1C Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario in Task 3.1C Meeting minutes of consultation with pertinent stakeholders in Task 3.2☐☐☐Demonstrated ability to: Identify and procure resources required to address customer service requirementsThis is evidenced by: A strategy to provide professional development in customer service practices for the customer service team in Task 3.1C A plan to procure the resources needed to implement the strategy (about professional development) in Task 3.1C Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario in Task 3.1C☐☐☐Demonstrated ability to: Monitor team performance and assess against the organisation’s quality and delivery standards Develop and use strategies for monitoring progress against product and service targets and standardsThis is evidenced by: Strategy to monitor progress in achieving product and/or service targets in Task 3.1A Examples of implementation of the monitoring strategy in Task 3.1A☐☐☐Demonstrated ability to: Develop and use strategies for obtaining customer feedback on the provision of product and serviceThis is evidenced by: Questionnaire developed to obtain customers’ feedback in Task 3.1B☐☐☐Demonstrated ability to: Adapt delivery of customer product and service in consultation with relevant individuals and groupsThis is evidenced by: Meeting minutes of consultation with pertinent stakeholders in Task 3.2☐☐☐Demonstrated ability to: Manage records, reports and recommendations within the organisation’s systems and processesThis is evidenced by: Strategy to monitor progress in achieving product and/or service targets in Task 3.1A Examples of implementation of the monitoring strategy in Task 3.1A Questionnaire developed to obtain customers’ feedback in Task 3.1B A strategy to provide professional development in customer service practices for the customer service team in Task 3.1C A plan to procure the resources needed to implement the strategy (about professional development) in Task 3.1C Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario in Task 3.1C Meeting minutes of consultation with pertinent stakeholders in Task 3.2☐☐☐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 ☐Student Name:Assessor Name:Assessor Signature:Date: Table of Content Task 3 – Monitoring strategies 6 Task 3.1 Monitoring strategies 8 Task 3.2 Decision making on customer service improvement 12 Task 3 – Monitoring and support strategies Task summary and instructionsWhat is this assessment task about?This taks builds on Task 2 where policies and procedures are also provided.You are a customer service manager working for Innovative Widgets. The board at Innovative Widgets is pleased with the work you have performed to address some of the customer service problems in the organisation. Mary is performing better in her role and feeling more confident. Yore Mine continues to purchase their widgets from Innovative Widgets.At this stage, the board would like you to take some steps to improve the organisation-wide delivery of customer service. They would like some specific targets developed to measure the performance of the customer service team. They would also like to monitor customer satisfaction levels and then recommend any changes required to improve the delivery of customer service at Innovative Widgets.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:Identify and procure resources required to address customer service requirements Monitor team performance and assess against the organisation’s quality and delivery standards Develop and use strategies for monitoring progress against product and service targets and standards Develop and use strategies for obtaining customer feedback on the provision of product and service Adapt delivery of customer product and service in consultation with relevant individuals and groups Manage records, reports and recommendations within the organisation’s systems and processes You are required to address the following: Task 3.1 Monitoring strategies: Develop and use strategies to: Monitor progress in achieving product and/or service targets and standards Obtain customer feedback to improve the provision of products and services Develop, procure and use resources effectively to provide quality products and service to customers Task 3.2 Decision making on customer service improvement: Address a scenario and make decisions to overcome problems and adapt customer services, products, and service delivery in consultation with pertinent stakeholders.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.SpecificationsYou must deliver/participate in:Consult with a group of students who will play the role of pertinent stakeholders in the organisation to determine remedial actions to address customer service-related issues.You must submit to GOALS Strategy to monitor progress in achieving product and/or service targets Examples of implementation of the monitoring strategy Questionnaire developed to obtain customers’ feedback A strategy to provide professional development in customer service practices for the customer service team A plan to procure the resources needed to implement the strategy (about professional development) Examples of how to use resources effectively to provide quality products and services to customers based on a given scenario Meeting minutes of consultation with pertinent stakeholdersResources and equipmentComputer 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 providedRe-submission opportunitiesYou 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 3.1 Monitoring strategies Develop and implement strategies to: Monitor progress in achieving product and/or service targets and standardsObtain customer feedback to improve the provision of products and servicesUse resources to provide quality products and service to customers See and use the templates and instructions provided below: Monitor progress in achieving product and/or service targets and standards Develop a strategy to monitor progress in achieving product and/or service targets (Template 1). Template 1 – Progress in achieving product and/or service targets and standards Monitoring tools/medium and techniques.List 3-5 monitoring tools/medium and techniques such as mystery shoppers, data mining and analysis; social media monitoring; customer review; use of CRM etc…KPIsDevelop 1 KPI for each one of the areas listed in the table on the right.Area/FactorKPICall handling timeComplaint handling timeAdherence to customer service policy and proceduresCustomer satisfaction rateCustomer retention/loyaltyData entry (order taking)Staff turnoverPositive review 1-5 stars on productreview.com.auMonitoring – FrequencyDetermine the frequency to monitor the customer service-related area listed on the right.Area/FactorFrequencySalesCustomer satisfactionData entryCall handling timeBudgetDetermine a proposed budget to implement the monitoring strategy. Include 3 key cost items of the budget. Provide a practical example of how to use the monitoring strategy for each described scenario below to monitor progress in achieving product and/or service targets and standards: ScenarioPractical example of the monitoring strategyA competitor has just entered the Australian market, selling the same product with an aggressive discount strategy (10% discount for each product).Three new team members have joined the customer service team.Innovative Widget has just launched a new product (Product Alpha) with a target to achieve one million dollars in sales in 6 months since launch by advertising to existing customers only.The board would like to achieve the following target: 60% of existing customers re-ordered with Innovative Widgets 4 times every three months. Obtain customer feedback to improve the provision of products and services Develop a questionnaire to obtain customer feedback to improve the provision of products and services at Innovative Widgets. The questionnaire must be developed as follows: 6 questions (using four or more of the question types listed below) 1 open question1 multiple choice question (3 choices)1 leading question1 importance question1 dichotomous question1 rating question1 buying propensity question1 likert See useful link: https://www.flatworldsolutions.com/research-analysis/articles/different-types-questionnaires.php Cover 3 or more of the following topic areas: Customer satisfactionPropensity to buy Innovative Widgets ProductsQuality of customer serviceDelivery (speed)Repeat ordersRecommend Innovative Widgets to colleagues/friends Record the questions below: Question123456 Procure resources to provide quality products and service to customers Develop a strategy to provide professional development in customer service practices for the customer service team. The strategy must address: Latest customer service techniquesUse of CRMConflict management/Handling of complaintsTeam buildingWork-life balance And CostingTimelines to implement the strategy (80-120 words) (Example: formal and informal training, mentoring, team building activities, flexible work arrangements etc.) Strategy: Develop a plan to procure the resources needed to implement the strategy. Include information on features and pricing of a new CRM that could be implemented at Innovative Widgets. (50-100 words) Plan: Provide a practical example of using resources effectively to provide quality products and services to customers for each scenario below. ScenarioPractical ExampleTeam buildingNew CRMA guest speaker to talk about handling demanding customers.Visit the site of a company that is renowned for best practices in customer service. Task 3.2 Decision making on customer service improvement Meet with a group of classmates. The classmates will play the roles of pertinent stakeholders in the organisation: Manufacturing managerWarehouse managerSales managerHR manager Discuss the scenarios below and, in consultation with the stakeholders, make decisions to overcome problems and adapt customer services, products, and service delivery.Write the meeting minutes of the consultation as evidence of your meeting (Template 2). Scenario A A competitor has just entered the Australian market, selling the same product with an aggressive discount strategy (10% discount for each product). How can you compete against such an aggressive campaign? How can you adapt your customer service, products and service delivery to: Compete on quality of customer serviceKeep your customer baseReinforce the message that you are a reliable and quality supplierIncrease the speed of delivery (now it is three days guaranteed)Cut the operational cost by 10% to match the price of the competitor if needed Consult with the stakeholders and record 3 key decisions that you can make today to address the scenario. Scenario B 3 new team members have joined the customer service team. They need appropriate induction and training. Consult with the stakeholders and record 3 decisions that you can make today to properly induct and train the new team members to perform according to the standards required. Scenario C Innovative Widget has just launched a new product (Product Alpha) with a target to achieve one million dollars in sales in 6 months since launch by advertising to existing customers only. Product alpha is a widget developed using 3D printing technology to customers’ specifications (see the picture on the left as an example). Consult with the stakeholders and create a tagline for the product. Template 2 – Meeting Minutes DateLocationInnovative Widgets BoardroomAttendeesManufacturing manager – Warehouse manager – Sales manager – HR manager – Summary of discussion Scenario A. Record 3 key decisions that you can make today to address the scenario. (30-50 words)Summary of discussion Scenario B . Record 3 decisions that you can make today to properly induct and train the new team members to perform according to the standards required. (30-50 words)Summary of discussion Scenario C. Record tag line for the product.(30-50 words)

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