...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...
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...MANAGE QUALITY CUSTOMER SERVICE Assessment 1 Innovative Widgets Customer Service Plan A. VISION In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations. MISSION The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience Innovative Widgets defines customer service as any activity provided by an Innovative Widget employee that enhances the ability of a customer to realize the full potential value of an Innovative Widget product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase. B. PRODUCT STANDARDS 1) Dimensions: Mean widget size = 10mm 2) Tolerances : +/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm 3) Pricing: Competitive pricing which is determined by the size and materials 4) Material : Metal and plastic 5) Delivery : 3 day guarantee delivery via courier or pick up 24 hours after order taken C. POLICIES AND PROCEDURES Policy Customer information and market research policy and procedure Purpose : To remain competitive as Australia’s leading manufacturer and distributor of widgets by identifying our customers’ needs Relevant legislation •Privacy Act 1998 (Commonwealth) ...
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...Procedure 1. Develop a set of KPIs for Innovative Widgets customer service representatives. KPIs should address the areas of customer and business requirements identified below: a. call/enquiry/complaint handling time b. following organisational procedures c.identifying customer issues and opportunities to increase customer satisfaction or meet customer needs d. assisting team members to improve customer service e. assisting other internal customers of customer service team f.customer retention g. sales h. ability to handle complaints i. ability to record and store customer information j. customer satisfaction. 2. Develop a plan or procedure for monitoring team members’ performance against KPIs. 3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations. 4. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers. 5. Discuss issues and possible solutions with your manager. 6. Analyse performance data and customer feedback to indentify systemic customer service issues and trends. 7. Prepare a 1–2 page report containing recommendations for organisation-wide customer service improvement. The report should contain: a. 3–4 recommendations b. A rationale for each recommendation based on your knowledge of: ...
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...Manage Quality Customer Service National Unit of Competency BSBCUS501B Learner Guide BSB107 Version 4 Learner Guide BSBCUS501B Manage Quality Customer Service 1. Learner Guide 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service Table of Contents 1. 2. 3. Learner Guide ...................................................... 3 1.1 Conditions of use .......................................................................3 Introduction to the Learner Guide ........................ 5 2.1 Icon Legends .............................................................................6 Unit of Competency Information........................... 7 3.1 Unit Descriptor ..........................................................................7 3.2 Elements of Competency and Performance Criteria........................7 4. 5. Unit content .......................................................... 9 How to approach study in this Unit ..................... 56 5.1 Useful references and texts ........................................................56 5.2 Assessment..............................................................................57 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service 2. Introduction to the Learner Guide Welcome to the Learner Guide for Manage Quality Customer Service. This Learner Guide has been designed to assist the development of the underpinning knowledge and...
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...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...
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...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...
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...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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...edu.au BSBCUS501 Manage quality customer service Assessment - 2 BSBCUS501 Manage Quality Customer Service Assessment Task 2 Last Updated April 2016 V 1.0 Page 1 of 7 Business Institute of Australia ABN 18 085 304 570 RTO Code: 91019 CRICOS Provider Code: 02607G Level 1 & 2, 363 - 367 Pitt St. Sydney NSW 2000 Australia T. + 61 2 9268 0809 E. info@businessinstitute.edu.au www.businessinstitute.edu.au Task 02 (Role Play): Manage and develop team 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 description Perform two role-plays in the context of the Innovative Widgets simulated business. In the first roleplay, you will follow procedures to handle customer complaints. In the second...
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...easy-to-follow manner. Please save your file as 'LastName_M9_Research' (example 'Smith_M9_Research.docx') Better execute your business strategies – with our enterprise resource planning (ERP) solution Run the foundation ERP software that large enterprises and midsize companies trust to manage their business. Achieve real-time insight and enable operational excellence and innovation for the business processes you need – today and tomorrow. * Consolidate business data to avoid duplication of effort * Streamline business processes with consistent, reliable information and real-time transparency * Quickly respond to customer demand with efficient, fast, and flexible processes * Outperform the competition with improved financial insights and results * Innovate without disruption by updating and activating specific business functions on demand * Rely on a foundation that supports best practices for more than 25 different Industries Procure to Pay (ERP) Maximize cost savings with support for your end-to-end procurement and logistics processes – from self-service requisitioning to invoicing and payments. * Streamline and optimize the flow of materials * Actively manage your end-to-end procure-to-pay processes * Reduce unnecessary stock and improve spend performance * Rely on a single, complete, and integrated solution What's Included * Sourcing and Contract Management Streamline sourcing and contract processes on a comprehensive...
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...1 Department of Management Sciences, COMSATS Institute of Information Technology, Lahore Pakistan. 2 IQRA University Islamabad, Pakistan. 3 Department of Aviation Management, School of Civil Aviation, Anadolu University, Eskisehir, Turkey. 4 FUIEMS, Foundation University Islamabad, Pakistan. 5 Independent Researcher, Hong Kong. Accepted 9 June, 2010 Cellular industry of Pakistan has grown many folds in recent years. Many new entrants have also joined the market to reap the potentials of this growing industry. This situation has originated a hyper competition among major cellular service providers in Pakistan. Companies are working hard to introduce more innovative and eye-catching products to attract customers. The companies with large consumer base are striving to reduce their switching costs. However the main concerns of the cellular service providers is to retain the existing customers. This research is designed to find out the determinants of consumer retention in cellular industry of Pakistan. This is an exploratory study based on primary data which was collected from University students of Pakistan. The study found user friendliness, price reasonability and call clarity as strongest determinants of consumer retention in cellular industry of Pakistan. Although the findings of this study are specific to cellular industry in Pakistan, these may be generalized to any other market passing through transitional phase of rapid growth and characterized by low paying capacity...
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...INTRODUCTION TO BUSINESS TEACHER: MISS SAMEERA ASHRAF ASSIGNMENT#4 SUBJECT: WRITE MISSION STATEMENT OF FIVE ORGANIZATION AND ANALYSE ONLY TWO OF THEM GROUP NAME: BLITHE WHAT IS MISSION? Mission describes an organization’s purpose (i.e. its basic function in society). Mission directs strategy, value and influences policies and standards of behaviour. STATEMENT OF MISSION: Purpose: Why does the company exist? a) To create wealth for shareholders b) To satisfy the needs of all stakeholders 1st ORGANIZATION BANK ALFALAH LIMITED (IN PAKISTAN) Bank Alfalah Limited is a private bank in Pakistan owned by Abu Dhabi Group. MISSION STATEMENT: “To develop & deliver the most innovative products, manage customer experience, deliver quality services that contributes to brand strength, establishes a competitive advantage and enhances profitability, thus providing value to the stakeholders of the bank” 2nd ORGANIZATION L’OREAL (IN FRANCE) The L’Oreal Group is the world's largest Cosmetics and Beauty Company in France MISSION STATEMENT: “At, L’Oreal we believe that everyone aspires to beauty. Our mission is to help men and women around the world realize that aspiration, and express their individual personalities to the full. This is what gives meaning and value to our business, and to the working lives of our employees.” 3rd ORGANIZATION 555 DESIGN FABRICATION MANAGEMENT (IN CHICAGO) 555 is a Design, Development and Manufacturing firm in Chicago...
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...Profitability “Customer Intimacy” “eBusiness Solution Leadership” Flexible, Innovative Solutions One Stop Accountability Deliver Comprehensive Solutions “Operational Excellence” Consistently Meets Expectations Customer Perspective Lifelong Advisor Proactively Deliver Value Easy to do business with Internal Perspective Build Lifelong Relationships Capture and Leverage Knowledge Solutions Grow InterEnterprise Solutions Improve Resource Allocation WellManaged Leverage 3rd Party Relationships Provide Integrated Business Processes Effective Solution Processes Effective Cost Management MARKET SEGMENTATION MODEL Learning & Growth Perspective Relationship Management Skills Solution Management Skills Operational Management Skills Successful Career Planning Accountability Industry Expertise Knowledge Management Entrepreneurial/Innovative Leverage Solutions Identify, Attract, & Retain Skilled Employees 2 ©2010 Palladium Group, Inc. Healthcare Strategy Map “Maximize the Quality of Life and Dignity of Older Adults” Increase Shareholder Value Financial Create Cash Flow Grow Revenue Create EBITDAR Manage Expenses Customer Trust Choice Consistency Pay For Service “Customer Satisfaction Through...” Business Process “…Quality Service” Excel at Quality Resident Healthcare “Operational Efficiency” Optimize Rate and Occupancy Management Leverage the Right Assets Aggressively Manage Residence...
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...Profitability “Customer Intimacy” “eBusiness Solution Leadership” Flexible, Innovative Solutions One Stop Accountability Deliver Comprehensive Solutions “Operational Excellence” Consistently Meets Expectations Customer Perspective Lifelong Advisor Proactively Deliver Value Easy to do business with Internal Perspective Build Lifelong Relationships Capture and Leverage Knowledge Solutions Grow InterEnterprise Solutions Improve Resource Allocation WellManaged Leverage 3rd Party Relationships Provide Integrated Business Processes Effective Solution Processes Effective Cost Management MARKET SEGMENTATION MODEL Learning & Growth Perspective Relationship Management Skills Solution Management Skills Operational Management Skills Successful Career Planning Accountability Industry Expertise Knowledge Management Entrepreneurial/Innovative Leverage Solutions Identify, Attract, & Retain Skilled Employees 2 ©2010 Palladium Group, Inc. Healthcare Strategy Map “Maximize the Quality of Life and Dignity of Older Adults” Increase Shareholder Value Financial Create Cash Flow Grow Revenue Create EBITDAR Manage Expenses Customer Trust Choice Consistency Pay For Service “Customer Satisfaction Through...” Business Process “…Quality Service” Excel at Quality Resident Healthcare “Operational Efficiency” Optimize Rate and Occupancy Management Leverage the Right Assets Aggressively Manage Residence...
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...Service Quality: The Future of the Services Industry “Why is quality such an important issue in the marketing of services? Why is quality more difficult to manage in service industries than it is in the case of physical goods? Use examples to support your answer.” The concept of service quality is a relatively new construct in the marketing discipline which first emerged in the 1980’s when organisations began to consider quality not only in the already established manufacturing sector but in the rapidly evolving service industries sector also. Specifically defined service quality is a subjective experience which results from ‘an evaluation process in which the customer compares their perceptions of service with their expectations’ (McColl-Kennedy 2003). In the late 1990s and early part of the 21st century service organisations began to realise the importance of service quality and strived to narrow the gap between the customers perceptions of service and their expectations in order to deliver a quality service that linked to customer satisfaction, retention and patronage. This relisation that service quality was an important source of competitive advantage and long-term profitability for service organisation’s advocated the paradigm shift in marketing from a focus on manufacturing quality to incorporate service quality also. Moreover the modern day services firm strives to deliver a quality service on a routine basis, however due to the uncontrollable and unpredictable...
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