BSBCUS501C Manage quality customer service Assessment - 1 代写
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Business Institute of Australia
ABN 18 085 304 570 NTIS Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
www.businessinstitute.edu.au
BSBCUS501C Manage quality customer service
Assessment - 1
BSBCUS501C Manage Quality Customer Service
Assessment Task 1
Last Updated November 2014 V 2.0 Page 1 of 4
Business Institute of Australia
ABN 18 085 304 570 NTIS Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
www.businessinstitute.edu.au
BSBCUS501C Manage quality customer service
Submission details
The Assessment Task is due on the date specified by your trainer. Any variations to
this arrangement must be approved in writing by your trainer.
See procedure and task specifications below for details.
You must submit both printed copy and soft copy of your answers.
Submit printed copy of required evidences (your answers) to your Trainer with the
"Assessment Cover Sheet" (Filled out and signed appropriately) attached on top of
your answers.
Upload the softcopy on the eLearning site with appropriate header and footer (Your
name, student id, unit/subject name, assessment no, page no, etc.)
The Trainer/Assessor may further prompt and question in order to receive answers
of appropriate quality or if further clarification required and to validate authenticity
of your submitted work.
Assessment: 1
Project
Instruction:
• To be prepared on an individual basis.
• Assessment answer needs to be typed in MS Word
• You must provide detailed answer for every task along with relevant
examples.
• There is no word limit, but answer for every task should be reasonable in
size to address the requirements
Assessment Tasks:
Task 1
BSBCUS501C Manage Quality Customer Service
Assessment Task 1
Last Updated November 2014 V 2.0 Page 2 of 4
Business Institute of Australia
ABN 18 085 304 570 NTIS Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
www.businessinstitute.edu.au
You are required to design an organisational chart for your own organisation
or any other organisation of your choice with a dedicate customer service
department. The organisation of your choice has to be customer service focus
and can be in any industry such as hospitality, financial or any other relevant
sector. It must have other departments as well which have some king of
interaction with customers. You are also required to identify the customer
service roles for each of the departments in the chart.
The chart should be annotated with explanations of the roles for both internal
and external customer service. The annotations may be at the bottom of the
chart or on a separate page, and should clearly show how they relate to the
chart.
If you are not sure about the organisation of your choice then trainer’s advice should
be taken
Task 2:
Conduct an online research and develop a vision statement and a mission
statement - for the organisation of your choice (in Task 1) or for your
own department - in relation to customer service.
You may also use following information to develop a vision and a mission
statement
For a vision statement-complete following gaps with relevant information
• At ........................... our vision is to ....................................
The mission statement should be based upon the Balanced Scorecard
question “To succeed financially, how should we appear to our
customers?” and should identify 3-5 objectives.
• We will achieve our vision
by:
o ...................................
o ...................................
o ...................................
Then design a Balanced Scorecard as follows, using the objectives from your mission
statement
Customers / Clients
BSBCUS501C Manage Quality Customer Service
Assessment Task 1
Last Updated November 2014 V 2.0 Page 3 of 4
Business Institute of Australia
ABN 18 085 304 570 NTIS Code: 91019
CRICOS Provider Code: 02607G
Level 1 & 2,
363 - 367 Pitt St.
Sydney NSW 2000
Australia
T. + 61 2 9268 0809
www.businessinstitute.edu.au
To succeed
financially, how
should we appear
to our
customers?
Objectives Targets Measures Initiatives
The targets should be worded as KRAs and should meet SMART criteria.
• Ensure that (the What) and by (the How)
The measures should be worded as KPIs stating:
• The measure of the target (a value - percentage or number)
• When this will be measured
• What information will be used
The initiatives should state at least one action for each objective - the
policies, procedures, processes, training, mentoring, and coaching etc. that
you will put in place to achieve each of the objectives.
To research on “Organisation Chart” and “Vision and Mission Statement” you can
use the links provided in the online study plan.
You must submit both printed copy and soft copy of your answer.
• Printed copy- to your Trainer/Assessor
• Softcopy- upload using the link provided on the eLearning site
BSBCUS501C Manage Quality Customer Service
Assessment Task 1
Last Updated November 2014 V 2.0 Page 4 of 4
