...Assessment Tasks Candidate Guide BSBCUS501A: Manage quality customer service Copyright ownership: United Business Services (Aust) Pty Ltd. This book is copyright protected under the Berne Convention. All rights reserved. No reproduction without permission. This book is protected by copyright and may not be reproduced or copied either in part or in whole nor used for financial gain without the express approval in writing of the owner (United Business Services (Aust) Pty Ltd) of the copyright. United Business Services (Aust) Pty Ltd 50 Cupania Street Algester Qld 4115 Ph: (07) 3276 0549 Email: info@ubsconsultants.com.au Web: www.ubsconsultants.com.au BSBCUS501A: Manage quality customer service Assessment Tasks: Candidate Guide Assessment Information The assessment activities associated with the unit of competency BSBCUS501A: Manage quality customer service are listed below: Assessment 1: Written Written answers to questions Assessment 2: Project Written responses to tasks Assessment 3: Project Written responses to tasks Assessment 4: Project Written responses to tasks This guide contains all of the assessment tasks required for completion of unit of competency BSBCUS501A: Manage quality customer service. Prior to commencing the assessments your assessor will explain each task to you. You will be given the opportunity to ask questions and to seek clarification on any of the tasks, and your assessor will...
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...From market and credit risk it can easily be understood what risk is and how it can be assessed – market risk results from the market portfolio of the company, credit risk results from the credit portfolio of the company. But what do we want to assess in operational risk? Operational risk is the risk of a loss resulting from inadequacies or failures in processes due to technology, personnel, organisation or external factors.1 What is being assessed, therefore, is the business processes of the company that are operational therein. Compared with the market or credit portfolios of the company, the business processes of the company could also be called the operational portfolio. Once we have assessed the business processes of the company, we need to report on the results. The appropriate way to do this is via an operational risk scorecard. Many reports are called scorecards. They all use scores to reflect a particular situation. For example, the famous Balanced Scorecard2 is, in simple terms, a report that scores how a company has implemented its vision and strategy in the areas of finance, business processes, learning and growth, and customers. An operational risk scorecard is a report that shows the operational risk profile of a company or parts of that company, with the help of appropriate scores. This T scorecard must achieve several goals: ■ Reflect the level of...
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...Impacting Organizational Learning: The Training and Experiences of Quality Award Examiners and Assessors Prof. V.K. Susil Kumar Faculty and Manager – Placements Institute for Technology and Management, 11/D 14, Fourth Main Road, SIPCOT IT Park, Siruseri, Rajiv Gandhi Salai (OMR), Pudupakkam Post, Chennai – 603103 Landline: 044-32974148 Mobile: 9380502425 Abstract The Training and Experiences of Quality Award Examiners and Assessors aim to show that developments in the quality award assessment process in organizations can make a contribution, within a wider framework of organizational learning. The underpinning theoretical argument is that quality award models and associated organizational assessment processes can be used to achieve much wider benefits, than that of quality per se. The quality award assessment process has been applied in organizations from the mid-1980s to the present. The process uses models such as the Business Excellence Model and the Baldrige model. These models use an interpretation of quality, which is based on the holistic approach of total quality management. In parallel with the development of the assessment process, there has been considerable development in the field of organizational learning with an emphasis on developing learning based skills in employees. It shows how the learning experiences and skills developed and enhanced through the assessment process can be applied within an organization’s approach to learning in other...
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...Moderate assessment Department of Education Moderate assessment A module of the Advanced Certificate: Education (School Management and Leadership) © Department of Education 2008 Creative Commons License The copyright for this work is held by the Department of Education. However, to maximise distribution and application, the work is licensed under the Creative Commons License. This allows you to copy, distribute, and display the work under the following conditions: By attribution. You must attribute the work in the manner specified by the Department of Education. For non commercial use1. You may not use this work for commercial purposes. Profit-making entities who charge a fee for access to the work are not permitted to copy, distribute and display the work. By attribution, share-alike. Should this core material be supplemented in any way to create a derivative work, it is expected that the derivative work will be made available to the Department of Education to post onto the Thutong website for others to access and adapt as needed. For any reuse or distribution, you must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the Department of Education. Department of Education Sol Plaatje House 123 Schoeman Street Tshwane South Africa Tel: +27 12 312 5344 Fax: +27 12 323 0134 http://www.education.gov.za © Department of Education 2008 1 How does the Department of Education define commercial...
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...EXPLAIN THE FUNCTIONS OF INTERNAL QUALITY ASSURANCE IN LEARNING AND DEVELOPMENT. Before looking at the functions of an internal quality assurer (IQA) role it is beneficial to understand what quality assurance is and why it has been established within the learning process. ‘Quality assurance can be defined as a system to monitor and evaluate a product or a service.’ Pg122 Assessors handbook It is the role of the IQA to uphold and maintain the credibility of the qualifications undertaken by candidates. The IQA supports this by helping employers and candidates to fully understand how these qualifications can further support and benefit their business. Thus ensuring effective delivery meeting the learners’ needs and expectations, which follows their agreed learning plan. They will maintain a close link between the learner, assessor and employer to enable full understanding in all assessment methods and the criteria they must adhere to. ‘Internal Quality Assurance is a key factor in managing ‘risk’ and ensuring that when certificates are claimed for learners the requirements of the national standards have been reliably met.’ (City & Guilds guidance on Internal Quality Assurance of Qualifications pg 6) The IQA team has a specific function with the assessment process within (education) centres. Although these functions may vary slightly, the guidelines the IQA’s work within remain the same. For example City & Guilds outline 4 main aspects to the IQA role, which state they...
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...Risk Assessment Program Quality Assurance Plan This document has been approved by the East Tennessee Technology Park Technical Information Office for release to the public. Date: 11/20/97 ES/ER/TM-117/R1 Risk Assessment Program Quality Assurance Plan Date Issued—November 1997 Prepared by Environmental Management and Enrichment Facilities Risk Assessment Program Prepared for the U.S. Department of Energy Office of Environmental Management under budget and reporting code EW 20 LOCKHEED MARTIN ENERGY SYSTEMS, INC. managing the Environmental Management Activities at the East Tennessee Technology Park Oak Ridge Y-12 Plant Oak Ridge National Laboratory Paducah Gaseous Diffusion Plant Portsmouth Gaseous Diffusion Plant under contract DE-AC05-84OR21400 for the U.S. DEPARTMENT OF ENERGY APPROVALS Risk Assessment Program Quality Assurance Plan ES/ER/TM-117/R1 November 1997 [name] Sponsor, U.S. Department of Energy Date [name] U.S. Department of Energy Environmental Management Quality Assurance Program Manager Date [name] Environmental Management and Enrichment Facilities Quality Assurance Specialist Date [name] Environmental Management and Enrichment Facilities Risk Assessment Manager Date [name] Environmental Management and Enrichment Facilities Risk Assessment Program Quality Assurance Specialist Date PREFACE This Quality Assurance Plan (QAP) for the Environmental Management and Enrichment Facilities (EMEF) Risk Assessment Program...
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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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...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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...RESOURCES MANAGEMENT. Instructor: DR. MTEY Name: ALLY MIRROW Mobile: 0717/0756-782834 QUESTION TWO (a) What contribution does training and development provide in the effort to improve performance? (b) Why should managers prefer administering a training needs assessment before embarking on training as a solution to performance problems? TABLE OF CONTENT 1.0 Introduction 1.1 Concept of Training and Development 2.0 Contribution of Training and Development 2.1 It helps to increase productivity of the employees 2.2 It helps in increasing the job knowledge and skills of employees at each level 2.3 It helps in inculcating the sense of team work, team spirit, and inter-team collaborations. 2.4 It leads to improved profitability and more positive attitudes towards profit orientation. 2.5 It helps in increasing job satisfaction. 2.6 It helps to greater productivity and quality. 2.7 It helps in improving the morale of the work force 2.8 Lead to the less scrap or spoiled work and less accident. 3.0 Concept of training need assessment 4.0 Why prefer Training need assessment? 4.1 It helps to identify the gap between employees and job requirement 4.2 It enables to find out which employees and group will need training. 4.3 It helps to understand the requirement of the training (Present or future) 4.4 It helps to assess the cost and benefit of the training. 4.5 It helps to pinpoint where and how relevant information will be collected 4.6 It helps to identify who will...
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...Key Concepts and Principles of Internal Quality Assurance This handout will cover: Why should IQA take place? The functions of IQA IQA cycle Key concepts of IQA IQA rationale Key principles of IQA Role & responsibilities of an IQA Regulations, Policies and Procedures Why should IQA take place? IQA is the monitoring of the learner journey throughout their time with the organisation, it should take place to ensure the learners have received a quality service and that assessment has been correct and fair The IQA process is to: plan what will be monitored, from whom and when observe training and assessor practice, and give developmental feedback sample assessment records, learners’ work and assessor decisions meet with learners and others, for example, witnesses facilitate the standardisation of assessor practice hold team meetings support assessors. Internal verification was the previous term used for monitoring assessment, however, IQA monitors the whole process from when a learner commences to when they leave. The functions of IQA To: • • • • • • uphold credibility (of the qualification or what is being assessed, of the organisation etc) ensure quality throughout the learner journey ensure accuracy and consistency of decisions manage risk identify issues and trends support and develop assessors If there is no external formal examination taken by learners, there has to be a system of monitoring the performance of assessors. If not, assessors...
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...TRAINING NEEDS ASSESSMENT By Janice A. Miller, SPHR and Diana M. Osinski, SPHR February 1996 Reviewed July 2002 Introduction The training needs assessment is a critical activity for the training and development function. Whether you are a human resource generalist or a specialist, you should be adept at performing a training needs assessment. This paper will begin with an overview of the training and development function and how the needs assessment fits into this process, followed by an in-depth look at the core concepts and steps involved in conducting a training needs assessment. Background Designing a training and development program involves a sequence of steps that can be grouped into five phases: needs assessment, instructional objectives, design, implementation and evaluation. To be effective and efficient, all training programs must start with a needs assessment. Long before any actual training occurs, the training manager must determine the who, what, when, where, why and how of training. To do this, the training manager must analyze as much information as possible about the following: • • • • Organization and its goals and objectives. Jobs and related tasks that need to be learned. Competencies and skills that are need to perform the job. Individuals who are to be trained. Overview of Training and Development The first step in designing a training and development program is to conduct a needs assessment. The assessment begins with a "need" which can...
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...continuing education have use the terms assessment and evaluation interchangeably”; however, assessment and evaluation are two separate concepts. According to Angelo, Cross-, and Moran assessment within the classroom, refers specifically to the collection of information to measure learning gains, which indicate learners’ individual levels of achievement; whereas; Queeney referred to assessment from a programmatic perspective as more comprehensive measurement of achievement of the program itself. Assessment refers to the collection of information, and it measures levels of achievement without comparisons to a set of standards, however, I feel assessment is a process used to improve a result. Some of the functions of assessment used in the assessment process is screening, phase like, and continually measure student levels of skill or knowledge. The screening process helps determine what area the learner is suited for and will help determine the learner’s weakness (if they need other assistance to help improve where they are). Baselines in the function process of the assessment are for evaluating and designing learning interventions, teaching method, program standards and policies, furthermore, assessment have various methodologies to select the method that would be most appropriate for their need. Although there are several definitions of evaluation, Stufflebeam and Shinkfield gives an extended definition of evaluation, it is the systematic assessment of an object’s merit, worth, probity...
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...Risk and Quality Management Assessment Summary Beverly L. Rivera HCS/451 April 1, 2015 Kevin Stevens Risk and Quality Management Assessment Summary The healthcare industry is growing rapidly with significant changes directing new trends and advance technology for the future. Within recent years, the shift from manual medical records to electronic medical records allows individuals to be an active participant in direct control of their health care. As these changes continue to increase, the risk and quality departments within health care organizations has an enormous duty to enhance the quality of care for its internal and external customers. Gwinnett Medical Center is one of many healthcare organizations that embraces change along with enhancing the quality of care their patients receive. The executive summary assessment will describe details of Gwinnett Medical Center, the risk, and quality management department policies, and how the risk and quality management determines the quality outcome for the goals the hospitals. Gwinnett Medical Center Gwinnett Medical Center (GMC), also known as Gwinnett Hospital System, Inc. (GHS), was established in the early 70s and is a not-for-profit health care network. The hospital is a 553-bed facility, which includes 464-inpatient and 89-skilled licensed nursing and long-term facility. Gwinnett Medical Center has two acute-care hospitals, and facilities in different cities and the metro Atlanta area. The facility in Lawrenceville...
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...1.0: The importance of laboratory quality Laboratory quality can be defined as accuracy, reliability and timeliness of reported test results. The laboratory results must be as accurate as possible, all aspects of the laboratory operations must be reliable, and reporting must be timely in order to be useful in a clinical or public health setting. When making measurements, there is always some level of inaccuracy. The challenge is to reduce the level of inaccuracy as much as possible, given the limitations of our testing systems. An accuracy level of 99% may at first glance appear acceptable, but the resulting 1% error can become quite large in a system where many events occur, such as laboratory testing. Laboratories produce test results that are widely used in clinical and public health settings, and health outcomes depend on the accuracy of the testing and reporting. If inaccurate results are provided, the consequences can be very significant, including: 1.Unnecessary treatment 2.Treatment complications 3.Failure to provide the proper treatment 4.Delay in correct diagnosis 5.Additional and unnecessary diagnostic testing. 6. legal implications. These consequences result in increased cost in time and personnel effort, and often in poor patient outcomes. In order to achieve the highest level of accuracy and reliability, it is essential to perform all processes and procedures in the laboratory in the best possible way. The laboratory is a complex system, involving many...
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...alone are not enough for the success of the software project. Pressman (2010) supported this view by indicating that the existence and use of software process does not guarantee that software developed will be on time, will meet customers’ needs and will be of high quality. The quality of software in today software industry has been given much attention due to increased demand for high quality software. The reason of increased demand is because high quality software plays an important role in modern business environment. As indicated earlier that software alone cannot guarantee high quality software, software process need to be assessed and improved in order to achieve high quality software. Software process improvement is defined as a set of activities which leads to a better process which suite business goals hence it results with high quality software delivered on time. Höggerl and Sehorz (2006) describe software process improvement as a process where organizations use maturity to assess their process and to raise software quality by improving their process performance. Current software process in the organization need to be assessed before software process improvement is initiated. Software process improvement requires process assessment to be done and this is done using different software...
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