...HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and external customers using processes such as research and motivational programs to ensure a quality delivery is achieved. Teaching program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Through consultation with industry, the following assessment methods have been deemed appropriate for this unit. Role-play assessments are considered essential to demonstrate...
Words: 1618 - Pages: 7
...HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and external customers using processes such as research and motivational programs to ensure a quality delivery is achieved. Teaching program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Methods of assessment Role-play Written report Examination/Test Through consultation with industry, the following assessment methods have...
Words: 1618 - Pages: 7
...preparing to deliver an ILM NVQ. This a generic document and should always be read in conjunction with the ILM QCF NVQ Qualification Specifications Part 2 Technical Info document and the ILM Centre Manual (www.i-l-m.com/centres). IMPORTANT NOTES: * This document replaces the previous ILM NVQ Level 2, 3, 5, and 7 General Qualification Information for QCF NVQs. * 2011 SCQF SVQs are now standalone products and are no longer S/NVQs. They have separate specifications to meet SQA and SCQF requirements. Please refer to our SVQ webpage’s for detail and SVQ resources section online * Centres should be aware that the specifications for NQF Team Leading and Management NVQs at Levels 2, 3, 4, 5 should continue to be followed for learners who have been registered on this version of the NVQ prior to July 2010. These NQF products are no longer eligible for public funding under government programmes from the 31 July 2010 for new starts in 2010/11. * These specifications should also be used for Dual Certificate and Management Apprenticeship delivery and approvals * Centres may also find reading the ILM Supporting Notes for ILM VRQs useful as these QCF NVQ units are hybrid...
Words: 22926 - Pages: 92
...Analytics (Practical) Elective-1 Elective-2 Elective-3 Elective-4 Semester- IV Elective-5 Elective-6 Industrial Elective (Practical) Total Credit L 0 2 3 2 2 0 T 0 4 0 2 4 0 P 4 0 0 0 0 6 C 2 4 3 3 4 3 19 4 3 4 2 4 3 20 2 3 3 2 3 3 3 3 22 3 3 5 11 72 MB 13207 MB 13208 MB 13209 MB 13210 MB 13211 MB 13212 MB 13313 MB 13314 MB 13315 MB 13316 2 2 3 2 3 2 0 2 2 0 2 2 2 2 2 2 0 4 2 2 0 2 2 0 2 2 0 2 2 2 2 2 2 0 0 0 0 0 0 0 4 0 0 4 0 0 0 0 0 0 10 MB 13417 Functional Electives Marketing Finance Systems Human Resource Operations Vertical Electives Pharma Hospitality Enterprise Resource Planning Agriculture Hospital and Health Care Retailing Auto Industry Project Management Media and Communication Banking Financial Service Insurance 2 MB 13FM01 MB 13FM02 MB 13FM03 MB 13FM04 MB 13FM05 MB 13FM06 MB 13FM07 MB 13FM08 MB 13FM09 MB 13FM10 MB 13FM11 MB 13FM12 MB 13FM13 MB 13HR01 MB 13HR02 MB 13HR03 MB 13HR04 MB 13HR05 MB 13HR06 MB 13HR07 MB 13HR08 MB 13HR09 MB 13HR10 MB 13MM01 MB 13MM02 MB 13MM03 MB 13MM04 MB 13MM05 MB 13MM06 MB 13MM07 MB 13MM08 MB 13MM09 MB 13MM10 MB 13MM11 MB 13MM12 MB 13MM13 MBA- FUNCTIONAL ELECTIVE- 2013-14...
Words: 53231 - Pages: 213
...Summary46 Learning checkpoint 2 : Implement the new or modified administrative system 47 Topic 3: Monitor the administrative system 51 3A Monitor the system’s use, security and output 52 3B Modify the system to meet changing needs 57 3C Identify further modifications and notify users 61 3D Monitor staff training needs 63 Summary65 Learning checkpoint 3: Monitor the administrative system 66 Final assessment 69 Assessment information and scope Are you ready for assessment? Final assessment overview Assessment plan Final assessment tasks Record of outcome 70 71 72 73 74 101 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting v Before you begin This learner guide is based on the unit of competency BSBADM504 Plan and implement administrative systems, Release 1. Your trainer or training organisation must give you information about this unit of competency as part of your training program. You can access the unit of competency and assessment requirements at: www.training.gov.au. How to...
Words: 5743 - Pages: 23
...Higher Nationals LEVEL Acc QrCdFed e it Issue 4 July 2011 Edexcel, a Pearson company, is the UK’s largest awarding body, offering academic and vocational qualifications and testing to more than 25,000 schools, colleges, employers and other places of learning in the UK and in over 100 countries worldwide. Qualifications include GCSE, AS and A Level, NVQ and our BTEC suite of vocational qualifications from entry level to BTEC Higher National Diplomas, recognised by employers and higher education institutions worldwide. We deliver 9.4 million exam scripts each year, with more than 90% of exam papers marked onscreen annually. As part of Pearson, Edexcel continues to invest in cutting-edge technology that has revolutionised the examinations and assessment system. This includes the ability to provide detailed performance data to teachers and students which helps to raise attainment. This specification is Issue 4. Key changes are sidelined. We will inform centres of any changes to this issue. The latest issue can be found on the Edexcel website: www.edexcel.com References to third-party material made in this specification are made in good faith. Edexcel does not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.) Authorised by Roger Beard Prepared by Susan Hoxley Publications Code BH029073...
Words: 15079 - Pages: 61
...Business Management Level 4 Personal and Professional Development 1.1 Cunningham1 has defined self-managed learning as “…idealised adult action learning”. Therefore, self learning is a process where the learner develops their learning goals, decides on strategies to make it happen, identifies resources needed to achieve it and adopts the process to evaluate their achievement. Self managed learning can only be effective if a person has the ability to independently decide about their learning and can manage this without much institutional support. However, anecdotal evidence suggests that most people, though understanding the need for such learning approach, are unable to identify and manage their learning without guidance and support from an institution. Hence, people go to an institution to learn. However, It is the responsibility of the learner to take charge of their learning. In an adult learning environment, where most learners have been out of touch with learning for a while, it is important that the tutors initially provide hands on approach to guide the learners. Gradually, ‘tutor dependency’ reduces and the learner becomes more self dependent, starting to manage their learning more effectively. Self learning process can be facilitated through research, using online tools such as web logs, wikis, search engine facilities, use of social software and other multimedia tools such as audio and video equipment. 1.2 ...
Words: 3147 - Pages: 13
...and assessor: Centre name: | University Croydon College | Candidate name: | PLEASE DO NOT INCLUDE YOUR NAME ON THIS SHEET | | CIPD Membership/ registration No: | | Unique Learner No (ULN) (if applicable): | 535885 | Qualification title: | Certificate in Human Resource Practice | Module title(s): | Recording, Analysing and Using Human Resources Information | Module code(s): | 3RAI F20I3B | Assessment activity (and assignment title if applicable) and the learning outcomes addressed: | Human Resource Management of Data | Date due for assessment: | 11.05.2015 | Extension request date: | N/A | | | Extension granted: | N/A | Actual date evidence submitted: | 08.05.2015 | Revised due date: | N/A | Candidate declaration: | * I confirm that the work/evidence presented for assessment is my own unaided work. * I have read the assessment regulations and understand that if I am found to have ‘copied’ from published work without acknowledgement, or from other candidate’s work, this may be regarded as plagiarism which is an offence against the assessment regulations and leads to failure in the relevant unit and formal disciplinary action. * I agree to this work being subjected to scrutiny by textual analysis software if required. * I understand that my work may be used for future academic/quality assurance purposes in accordance with the provisions of the Data Protection Act 1998. * I understand that the work/evidence submitted for assessment may not be returned to...
Words: 1698 - Pages: 7
...GCE Specification Edexcel Advanced Subsidiary GCE in Applied Information and Communication Technology (ICT) (Single Award: 8751)/(Double Award: 8752) Edexcel Advanced GCE in Applied Information and Communication Technology (ICT) (Single Award: 9751)/(Double Award: 9752) Edexcel Advanced GCE with Advanced Subsidiary (Additional) in Applied Information and Communication Technology (ICT) (9753) Issue 4 September 2010 Edexcel, a Pearson company, is the UK’s largest awarding body, offering academic and vocational qualifications and testing to more than 25,000 schools, colleges, employers and other places of learning in the UK and in over 100 countries worldwide. Qualifications include GCSE, AS and A Level, NVQ and our BTEC suite of vocational qualifications from entry level to BTEC Higher National Diplomas, recognised by employers and higher education institutions worldwide. We deliver 9.4 million exam scripts each year, with more than 90% of exam papers marked onscreen annually. As part of Pearson, Edexcel continues to invest in cutting-edge technology that has revolutionised the examinations and assessment system. This includes the ability to provide detailed performance data to teachers and students which helps to raise attainment. This specification is Issue 4. Key changes are sidelined. We will inform centres of any changes to this issue. The latest issue can be found on the Edexcel website: www.edexcel.com Acknowledgements This specification...
Words: 87578 - Pages: 351
...Manage quality customer service BSBCUS501A Student Workbook BSBCUS501A Manage quality customer service 1st Edition 2009 Student Workbook BSB07 Business Services Training Package Part of a suite of support materials for the Acknowledgment Innovation and Business Industry Skills Council (IBSA) would like to acknowledge HASCOM Pty Ltd for their assistance with the development of this resource. Writer: Phil Sands Copyright and Trade Mark Statement © 2009 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 Products and Services 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...
Words: 17530 - Pages: 71
...Property Services Industry Skills Council. [pic] Acknowledgement: Thanks to BMA Consulting for their consultation and development work. Version control: Version 1 ( updated October 2009 Contents Introduction 1 Assessment cover sheet 2 Competency mapping 3 Assessment plan 5 Evidence review 7 Observation of work project: Research estate agency operations 8 Part A: Research and interpret legislative, licensing and ethical compliance requirements 7 Part B: Research industry employment requirements 8 Part C: Present findings 9 Record of assessment of work project 11 Questions and key points 13 Develop knowledge of estate agency operations (Q1-Q6) 13 Interpret and comply with legislative and agency requirements (Q7-Q17) 14 Model ethical practice (Q18-Q22) 16 Identify industry employment requirements (Q23-Q28) 17 Third party evidence report 19 Record of assessment outcome 21 Introduction This assessment instrument covers the required performance outcomes described by the following unit of competency from the CPP07 Property Services Training Package: CPPDSM4080A Work in the real estate industry. The instrument provides assessors in the property development, sales and management sector with tools and templates to conduct a formal assessment process and to develop assessment records that meet Australian Quality Training...
Words: 6167 - Pages: 25
...Introduction The Castle’s Family Restaurant has the potential to become more successful if it invests in automation of its HR functions. In other words, an HRIS would assist this family business to become more efficient. The purpose of the HRIS is to provide accurate and timely service to companies so that they can use the additional time to improve their business (Kavanagh, 2012, p.17). The Castle’s Family Restaurant can also reduce the costs of their business by having all the information in one place, which will be used multiple times by managers and employees. Therefore, this will prevent the company from performing a particular process manually, which can be time consuming. When choosing to automate an HR function, it is important to understand its content and the benefits it will provide for the business. Since this family restaurant has over 300 employees, it is necessary to begin by using an HRIS application and choose a vendor that would best meet the restaurants’ needs. As it was mentioned previously, Castle’s Family Restaurant would improve its restaurant productivity, retention, training, and profits if it invested in an HRIS to assist Mr. Morgan complete his HR tasks in a cost-effective and timely manner. This would also provide Mr. Morgan with more time to dive into the more operational side of the business in order to reach organizational goals. Last, the HRIS would benefit the employees as well because they would have access to their payments, work schedule...
Words: 1766 - Pages: 8
...1st, 1997. The bank is engaged in Islamic banking, commercial banking and related services as defined in the Banking Companies Ordinance, 1962. The Bank is currently operating through 195 branches in 74 cities. Management of Bank Alfalah accepted the challenge to transform this bank into a highly professional, most efficient & service oriented institution. The management has been successful in fulfilling the undertaken challenge. It has been successful in making a significant contribution to both corporate and retail banking in Bangladesh. Over the years, its emphasis on growth has resulted in a strong entity capable of offering high quality services to a wide spectrum of clients, in a highly challenging business environment. Its strategy is to maximize the synergies of branch network through an optimal allocation of financial resources in the face of dynamic challenges of present financial environment. Strengthened with the banking of the Abu Dhabi Group and driven by the strategic goals set out by its board of management, the Bank has invested in revolutionary technology to have an extensive range of products and services. This facilitates their commitment to a culture of innovation and seeks out synergies with clients and service providers to ensure uninterrupted services to its customers. The bank perceives the requirements of its customers and matches them with quality products and service solutions. During the past Thirteen years, it has emerged as one of the foremost...
Words: 11487 - Pages: 46
...out more? 2. Teacher support .............................................................................................................. 6 2.1 Support materials 2.2 Resource lists 2.3 Training 3. Assessment at a glance ................................................................................................. 7 4. Syllabus aims and assessment objectives...................................................................... 9 4.1 Aims 4.2 Scheme of assessment 4.3 Assessment objectives and their weighting in the exam papers 5. Syllabus content ........................................................................................................... 12 5.1 Paper 1: Core paper 5.2 Paper 3: International business and leisure travel services 5.3 Paper 4: Specialised tourism 6. Coursework...
Words: 19101 - Pages: 77
...HUMAN RESOURCE DEVELOPMENT IN PUBLIC SERVICE Executive Summary “Maldives has a young civil service and high number of employees is employed at lower categories. These employees require technical skills in most of the policy implementing areas. However, as technical training opportunities are less in Maldives and to train employees abroad is expensive, there is a high demand for training and retraining for employees in Public Service.” Civil Service Commission’s Final Draft, Report and Strategy, 2010, pg14. In order to improve the effectiveness and the productivity of the civil service of the Maldives, it is important to do training needs analysis and cater effective training programs that can be given in the Maldives to increase their capability. The report is based on the Human Resource Development in public / civil service of the Maldives. The report outlines the analysis of training needs of the public service employees, planning and designing of training programs and their evaluations and a research on the role of UK government in Human Resource Development. In order to effectively complete this report, I have gathered information from various internet sites and the references of those sites have been shown under the heading Bibliography and References in page: 21. To complete task 1 and 2, I have interviewed civil service employees of different levels working in the AA. Atoll Hospital, AA. Atoll Education Centre, Secretariat of the North Ari Atoll and the Ministry...
Words: 6321 - Pages: 26
