...1st Edition Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the BSB07 Business Services Training Package Copyright and Trade Mark Statement © 2011 Innovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd (‘IBSA’). Use of this work for purposes other than those indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sales@ibsa.org.au. ‘Innovation and Business Skills Australia’, ‘IBSA’ and the IBSA logo are trade marks of IBSA. Disclaimer Care has been taken in the preparation of the material in this document, but, to the extent permitted by law, IBSA and the original developer do not warrant that any licensing or registration requirements specified in this document are either complete or up-to-date for your State or Territory or that the information contained in this document is error-free or fit for any particular purpose. To the extent permitted by law, IBSA and the original developer do not accept any liability...
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...( ) Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the 8S807 Business Services Training Package -_._-_._ . Copyright and Trade Mark Statement @ 20i1lnnovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, In any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd ('IBSA'). Use of this work for purposes other than those Indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sa/es@lbsa.org.au. 'Innovation and Business Skills Australia', 'IBSA' and the IBSA logo are trade marks of IBSA. Disclaimer - Care has been taken in the preparation of the material In this document. 'but; to the extent permitted by_law, IBSA and the original developer do not warrant that any IIcerislng or registration requirements specified in this- document are either complete or up-to-date for your State or Territory or that the information contained in this docum-ent is error-free or fit for any particular purpose. To the extent...
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...BSBCUS501C Manage Quality Customer Service Assessment 1 – Project: Morning Star Bakery case study Customer service plan 1. Introduction: Morning Star Bakery is a long term established bakery located in Strathfield. Morning Star started with a traditional business model of hot bread shop, which is composed of on-site manufacturing and bread retailing. With over 35 years in the market serving fresh and quality bread to customers. 2. Business Overview: Morning Star Bakery adopted the emerging business model of café bakery and started serving coffee, variety of tea, soft drinks and assorted snacks such as sausage roll, meat pies and croissants. 3. Mission Statement: We provide the fresh and quality bakery to our customer every day. 4. Vision Statement: To be number one in bakery industry in Strathfield. 5. Product Standards Product Standards for Morning Star | | Teas | Coffees | Juices/Smoothies | Description of standard | Variety of teas with premium grade. | Intention all the processes. | Fresh every day and more health. | Category | beverage | beverage | beverage | Pricing (range) | $4 | Small $ 3Large $ 4 | Small $ 6.5Large $ 7.5 | Product Standards for Morning Star | | Buns | Breads | Snacks | Description of standard | Fresh every day. | Fresh every day. | Fresh every day. | Category | Food | Food | Food | Pricing (range) | $1.8-4.00 | $1.30-6.00 | $1.8-4.00 | 6. Customer definition * Internal Customer: An internal...
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...Assessment Coversheet ------------------------------------------------- Last name: Jayswal ------------------------------------------------- First name: Manush ------------------------------------------------- WIN ID: 150007 Student contact phone number: 0412535700 ------------------------------------------------- Student email: Jayswalmanush@gmail.com ------------------------------------------------- Unit of study code: BSBCUS501C ------------------------------------------------- Unit of study name: Manage quality customer service ------------------------------------------------- Unit of Study Trainer: Deyaco ------------------------------------------------- Assessment title and Number: Task1 ------------------------------------------------- Due date: XX/XX/XXXX – OR – ------------------------------------------------- I have been granted an extension/Special Consideration until XX/XX/XXXX ------------------------------------------------- Time & date submitted: HR:MIN AM / PM XX/XX/XXXX ------------------------------------------------- Academic Honesty All forms of plagiarism and unauthorised collusion are regarded as academic dishonesty by WIN, resulting in penalties including failure of the unit of study and possible disciplinary action. In submitting this assessment, I acknowledge the following: * I have read and understood WIN's Plagiarism Policy 2014 on page 21 at (http://www.win.edu.au/image...
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...Assignment 2 | BSBCUS501C | Manage quality customer service | | Micheala Evers | Student Id# 368512940 | | Profile of Customer services activities of "The Open Training and Education Network" (OTEN) 1. What is the name of your nominated organisation, what products and services does it deliver and how do such products and/or services meet your needs or your organisation’s needs? (350 words) The Open Training and Education Network (OTEN) is a Registered Training Organisation and a business unit of Western Sydney Institute, TAFE NSW, providing distance and online education and training services. It is the largest non-classroom based VET organisation delivering flexible distance, vocational and e-learning training in Australia. Being the largest provider of distance education and vocational training in Australia, the goal of OTEN is to provide our valued students with high quality education and training @ your own place by offering customised and flexible distance and e-learning delivery arrangements. OTEN has formed partnerships with business, industry enterprises, local communities and government organisations. These connections enable them to design and deliver customised training programs to meet the needs of their customers. Potential customer research * online enrolment form (OTEN web site) * partnership with seek learning * external VET researcher "John Mitchell & associates" * consultation with external stakeholders ...
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...these courses and or units delivered by MOM | CHC60202 Advance Diploma of Children services | CHC30712 Certificate III in Children Services CHC50908 Diploma of Children ServicesCHC60208 Advance Diploma of Children ServicesCHC41212 Certificate IV in Children Services (OSHC)CHC51012 Diploma in Children Services (OSHC)CHC30812 Certificate III in Education Support (following units only) * HLTOHS300B - Contribute to OHS processes * CHCCHILD401A - Identify and respond to children and young people at risk * CHCCN301B - Ensure the health and safety of children * CHCCN302A - Provide care for children * CHCIC301E - Interact effectively with children * HLTFA301C - Apply first aid * HLTHIR403C - Work effectively with culturally diverse clients and co-workers | I worked in the Child care industry for 16 years before becoming a Trainer and Assessor for the last 4 yearsMy duties over this time included working as an assistant , group leader, casual float as well as a Director, My skills include * Working with children, all age groups including children in OSHC up to 12 years old. * OHS procedures * Working with families * Working with different departments ie inclusion support * Reporting on running of centre to management * Rosters * Fee payments and Debit control * Follow companies policy and procedures * Customer Services | CHC30712 Certificate III in Children Services CHC50908 Diploma of Children ServicesCHC60208 Advance Diploma of Children ServicesCHC41212...
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