Premium Essay

Workbook

In:

Submitted By tahliameg
Words 24145
Pages 97
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 for any damage or loss (including loss of profits, loss of revenue, indirect and consequential loss) incurred by any person as a result of relying on the information contained in this document. The information is provided on the basis that all persons accessing the information contained in this document undertake responsibility for assessing the relevance and accuracy of its content. If this

Similar Documents

Premium Essay

Workbook

...A Summer’s Reading Respect is a very dominant and important factor in the story of Bernard Malamud, “A Summer’s Reading.” The reach for respect from the people around him causes a lot of dilemma within the main character, George Stoyonovic. And those dilemmas led to consequences that George hated. George, a high school drop out, can not get any job during one summer. He decides to read the magazines found at home. But when he met Mr. Cattanzara, he immediately lies about the hundred books he is reading, in order for Mr. Cattanzara to respect him as well as to be proud of him. Respect is a form of acknowledgement of one’s existence. Respect is very important to everybody. Respect also gives a person a sense of confidence that he is not a failure and contradicts the idea that he is not good enough. People want respect because they want others to know how good they are. Though everybody wants it, most people often take it for granted. The irony of it all is that people wants it so much that they would do anything just to get it. In the story, the theme Respect is very important for everybody was shown a couple of times. An example of these scenes is when George was contemplating whether or not he should attend the night classes. “He has considered registering in a night high school, only he did not like the idea of teachers always telling him what to do. He felt that they had not respected him.” He decides that...

Words: 870 - Pages: 4

Premium Essay

Students Workbook

...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

Premium Essay

Vlsm Workbook

...0 Version 1.0 Variable-Length Subnet Mask Workbook 192.168.10.0 192.168.10.96 Student Name: 192.168.10.126 172.31.15.0 IP Address Classes Class A Class B Class C Class D Class E 1 – 127 128 – 191 192 – 223 224 – 239 240 – 255 (Network 127 is reserved for loopback and internal testing) 00000000.00000000.00000000.00000000 Leading bit pattern 0 Network . Host . Host . Host Leading bit pattern Leading bit pattern 10 110 10000000.00000000.00000000.00000000 Network . Network . Host . Host 11000000.00000000.00000000.00000000 Network . Network . Network . Host (Reserved for multicast) (Reserved for experimental, used for research) Private Address Space Class A Class B Class C 10.0.0.0 to 10.255.255.255 172.16.0.0 to 172.31.255.255 192.168.0.0 to 192.168.255.255 Default Subnet Masks Class A Class B Class C 255.0.0.0 255.255.0.0 255.255.255.0 This workbook assumes you already have a background in subnetting. If you don’t you may want to consider completing the IP Addressing and Subnetting Workbook. Produced by: Robb Jones jonesr@careertech.net and/or Robert.Jones@fcps.org Frederick County Career & Technology Center Cisco Networking Academy Frederick County Public Schools Frederick, Maryland, USA Special Thanks to Melvin Baker and Jim Dorsch for taking the time to check this workbook for errors. Workbooks included in the series: IP Addressing and Subnetting Workbooks ACLs - Access Lists Workbooks VLSM Variable-Length Subnet Mask IWorkbooks Inside...

Words: 19905 - Pages: 80

Premium Essay

Macromatic Workbook

...GAME SUMMARY & PARAMETERS – QUICK REFERENCE Ground rules for the simulation (Solo Assignment 1 and the Team Competition) are outlined below. Please note that several of these parameters are different from those used in your solo practice and from those described in the Micromatic student manual. All values listed here are effective as of the beginning of Quarter 1. Future values may change due to your decisions and/or changes in the competitive/market environment. Remember to take note of all changes as the competition proceeds. (1) PRODUCTION OPERATIONS AND ADMINISTRATION Production Plant and Capacity In the beginning of Quarter 1, you only own one plant in Region 1. Products assembled in this plant are stored in company warehouses located in Region 1, Region 2, and Region 3 markets. Region 3 is a European market and all transactions taking place in that region will be in Euros, unless stated otherwise. From each warehouse, products are sold in the respective market. Current plant capacity for regular production in Region 1 18,000 units per quarter Company Owned Capacity (available through Q20) 10,000 units per quarter Leased Capacity (available through Q7; has to be ordered again in Q7) 8,000 units per quarter Overtime production capacity                                                        See “Production Workforce and Wages” section below Minimum plant capacity (owned or leased). If you choose to have operations in a...

Words: 3738 - Pages: 15

Free Essay

Edition Workbook

...www.VOASpecialEnglish.com Word Book A list of words used in Special English programs on radio, television and the Internet EDITION SpecialEnglish Word Book A list of words used in Special English programs on radio, television and the Internet Voice of America Washington, D.C. 20237 www.VOASpecialEnglish.com EDITION 4 AB D FG I K L N PQ S UV YZ 5 Foreword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Parts of Speech . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Word List & Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Special Words & Information . . . . . . . . . . . . . . . . . . . . .111 Common Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . .113 Common Expressions . . . . . . . . . . . . . . . . . . . . . . . .115 Numbers, Days, Months . . . . . . . . . . . . . . . . . . . . .116 Chemical Elements . . . . . . . . . . . . . . . . . . . . . . . . . .119 Organs of the Body . . . . . . . . . . . . . . . . . . . . . . . . . .121 Computer Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . .122 Business Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124 United States Branches of Government . . . . . . . . . .126 Map of the United States . . . . . . . . . . . . . . . . . . . . .128 Map of the World . . . . . . . . . . . . . . . . . . . . . . . . . . .130 Presidents of the United States . . . . . . . . . . . . . . . .132 www...

Words: 23894 - Pages: 96

Free Essay

Workbook Summary

...© StraighterLine MAT101: College Algebra College Algebra Course Text Barnett, Raymond A., Michael R. Ziegler, and Karl E. Byleen. ​ College Algebra​ , 8th edition, McGraw-Hill, 2008, ISBN: 9780072867381 ​ [This text is available as an etextbook at purchase or students may find used, new, or rental copies at ​ link​ this ] Course Description This course provides a working knowledge of college-level algebra and its applications. Emphasis is placed upon the solution and the application of linear and quadratic equations, word problems, polynomials, and rational and radical equations. Students perform operations on real numbers and polynomials and simplify algebraic, rational, and radical expressions. Arithmetic and geometric sequences are examined, and linear equations and inequalities are discussed. Students learn to graph linear, quadratic, absolute value, and piecewise-defined functions and solve and graph exponential and logarithmic equations. Other topics include solving applications using linear systems as well as evaluating and finding partial sums of a series. Course Objectives After completing this course, students will be able to: ● Identify and then calculate perimeter, area, surface area, and volume for standard geometric figures ● Perform operations on real numbers and polynomials. ● Simplify algebraic, rational, and radical expressions. ● Solve both linear and quadratic equations and inequalities. ● Solve word problems involving linear...

Words: 1649 - Pages: 7

Free Essay

Linked Worksheets and Workbooks

...Linked Worksheets and Workbooks . Linked Worksheets and Workbooks Worksheets and workbooks have long been the backbone to many organizations and companies. They are used for just about all a business’s record keeping, from tracking sales to the financial accounting. I reviewed a couple of articles and I found one that emphasized the need for proper workbooks and worksheets. This article goes in detail on how a company by the name of Jaguar Mining took its workbooks and consolidated them to fit the business needs. Jaguar Mining was having trouble because even though it was a small company it was trying to manage three separate workbooks, composed of over 100 linked spreadsheets, containing the financial and operational data for the mining and headquarters locations. That was a lot of work for such a minor company. Each sheet represented different functions for each mine and plant, including operating, capital, and cost data, as well as the monthly financial results. Well this was an impossible task at a company that only had ten people at the company headquarters. The company found that Excel just was not going to work for them. What it did next was switch to a company called Adaptive Planning (now called Adaptive Insight). It still has workbooks and worksheets but now the information that is needed is merged to suit the company’s needs. Jaguar Mining still has its workbooks and worksheets but now can input the data in a form that...

Words: 306 - Pages: 2

Premium Essay

Workbook Review Questions

...Weekly Review Workbook for Manage Employee Relations Student Name: Student Number: Assessment Task 1 – Written Assessment - Workbook Assessment One: Manage Employee Relations Content Revision Areas for Test Chapter 1 & Lecture Notes What is Workplace Relations? 1. The working relationships between employers and employees 2. The relationship between management and labour, shaped by individual employers and employees and by employer and employee organisations and government institutions, that exist at a workplace or in an industry and influences how effectively they work together to achieve their joint and separate goals. Name the measures of an organisation’s Workplace Relations?  labour turnover  absenteeism rates  how easily an organisation is able to recruit the employees it needs  The number of official grievances registered  Material ‘shrinkage’, wastage and ‘spoilage’  Days lost through industrial action What are the three views of Workplace Relations? Define them. 1) THE PLURIST VIEW 2) THE UNITARIST VIEW 3) THE RADICAL VIEW 1. THE PLURIST VIEW Conflict as inherent due to diversity of goals and can be managed and contained by rules and regulations. 2. THE UNITARIST VIEW Conflict as occasional and temporary because employees and employers share same basic goals (creating wealth & value) so relations are essentially harmonious. 3. THE RADICAL VIEW Conflict systemic & never ending...

Words: 3068 - Pages: 13

Premium Essay

3 Hrc Workbook

...Understanding organisations and the role of human resources Unit 3HRC Workbook Cullen Scholefield Maxwelton House 41 Boltro Road Telephone: 0800 0185 052 Fax: 01444 459 221 Haywards Heath West Sussex Website: www.csgconsult.com Cullen Scholefield Limited a company registered in England No: 3298304 RH16 1BJ United Kingdom eMail: develop@csgconsult.com Contents Introduction 4 New qualifications 4 Overview of 3HRC Understanding organisations and the role of HR 6 Section one - Organisation context, purpose, aims and objectives 7 Section two - Different types of organisation 13 Section three - Understand how HR activities support an organisation 20 3HRC © Cullen Scholefield Page 2 of 27 This page is intentionally blank 3HRC © Cullen Scholefield Page 3 of 27 Introduction New Qualifications The Chartered Institute of Personnel and Development (CIPD) has introduced new qualifications in 2010 to reflect the knowledge and skills specified in the CIPD HR Profession Map and revised membership criteria The changes offer greater flexibility to you and providers, introduce a whole new suite of Intermediate level qualifications, and will meet the requirements of the new Qualifications and Credit Framework (QCF). What is the QCF? The QCF is a new way of recognising achievement through the award of credit for units and qualifications. At present, it is hard to understand all the different types of qualification...

Words: 7268 - Pages: 30

Premium Essay

Investment Analysis Workbook

...QUANTITATIVE INVESTMENT ANALYSIS WORKBOOK Second Edition Richard A. DeFusco, CFA Dennis W. McLeavey, CFA Jerald E. Pinto, CFA David E. Runkle, CFA John Wiley & Sons, Inc. QUANTITATIVE INVESTMENT ANALYSIS WORKBOOK CFA Institute is the premier association for investment professionals around the world, with over 85,000 members in 129 countries. Since 1963 the organization has developed and administered the renowned Chartered Financial Analyst Program. With a rich history of leading the investment profession, CFA Institute has set the highest standards in ethics, education, and professional excellence within the global investment community, and is the foremost authority on investment profession conduct and practice. Each book in the CFA Institute Investment Series is geared toward industry practitioners along with graduate-level finance students and covers the most important topics in the industry. The authors of these cutting-edge books are themselves industry professionals and academics and bring their wealth of knowledge and expertise to this series. QUANTITATIVE INVESTMENT ANALYSIS WORKBOOK Second Edition Richard A. DeFusco, CFA Dennis W. McLeavey, CFA Jerald E. Pinto, CFA David E. Runkle, CFA John Wiley & Sons, Inc. Copyright c 2004, 2007 by CFA Institute. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system...

Words: 73911 - Pages: 296

Free Essay

Inclusion Activities Workbook

...Office of Human Resources Diversity & Inclusion Activities Diversity and Inclusion activities are simple ways to get people talking and listening to one another. It is only through understanding each other that we truly gain knowledge and can move forward together. While we can’t always walk in someone else’s shoes, we can take the time to inquire about how the shoe fits and if its path is smooth or riddled with pebbles. Social Justice • PO Box 6031, 412 Knapp Hall • Morgantown, WV 26506 • 304-293-8948 http://socialjustice.ext.wvu.edu/ Objectives Office of Human Resources There are many reasons you may choose to use and icebreaker or activity: to warm up or relax your group, to bring your group back together after a break or intense session, to introduce the next segment or to present your group with challenges that, as a team (together or divided into small groups or teams), your group must either overcome or address. Age & Appropriateness Icebreakers and activities are adaptable to your group and situation. When considering an icebreaker or activity, be sure to keep specifics about your group in mind, such as age and meeting focus. Please don’t overlook an icebreaker or activity because you think the group is too mature for it. Many groups, once aware that it’s ok to relax and have fun, will enjoy the experience of “being able to let go,” if only for a moment. Icebreakers Icebreakers are exercises that are intended to help a group of people begin the...

Words: 5524 - Pages: 23

Premium Essay

Unit 22 Workbook

...Unit Aims This unit aims to develop learners’ understanding of the purpose of research in the health and social care sectors. Learners will be able to explore different research methodologies, enable them to plan and conduct their own research relating to a health or social care issue and evaluate the success of the outcomes. Unit Objectives 1 Understand the function of research in health and social care 2 Understand ethical issues relating to research in health and social care 3 Understand research methodologies relevant to health and social care 4 Be able to plan for a research project 5 Be able to conduct research relevant to a health and social care context 6 Be able to interpret research findings WHAT IS RESEARCH? Research is a planned process in which information is collected systematically for a specific purpose, analysed and reported. Research can have many different functions in health and social care. Functions of Research In pairs read through the following study and discuss the function(s) that the research can be used for. Aim:  Hofling (1966) aimed to discover whether nurses would comply with an instruction which would involve them having to infringe both hospital regulations & medical ethics. The intention was to test the strength of the doctor-nurse relationship, regarding how far a nurse would go to comply with doctor’s orders against their own code of professional conduct. Procedure: ...

Words: 1700 - Pages: 7

Premium Essay

Gibb and Dyches Workbook Summary

...Gibb and Dyches workbook summary Charlie Baldwin Liberty University Gibb and Dyches workbook summary Special Education and the Individualized Education Program The Individualized Education Program (IEP) is a legal document used by schools in order to map out a plan of action for those that are in need of special education. An IEP is created for students who have been classified with a disability and are between the ages of 3 and 21. An Individualized Education Program (IEP) is a written statement of the educational program designed to meet a child’s individual educational needs. Every child who receives special education services must have an IEP. An individualized education program has the goal of setting reasonable improvement learning goals for a child for one year including the role the school will assist the student to achieve their specific goals (Gibb & Dyches, 2016). The IEP is developed by a team that meets and discusses the relevant information about the child's strengths and deficiencies. The team meets, in order to analyze the data obtained by gathering data and individual assessments data about the child. The team then develops specific educational interventions educational to address the child’s educational deficiencies that result from his or her disability. This team meets at least once a year but as often as needed to ensure that the child’s educational needs are being met. The IEP has two important roles. The first is the special education plan...

Words: 1289 - Pages: 6

Premium Essay

Week 4 Workbook Exercise 36

...Week 4 Workbook Exercise 36 To answer a question, please click on “Choose an item” and on the drop-down arrow and choose an answer. Here is a resulting drop-down list: If it is not working, you can enter your answers to the table at the end of the file. 1. Discuss each aspect of these results: F-value is less than 0.05 A. Yes. B. No. Answer: A We should reject the null hypothesis: A. Yes. B. No. Answer: A 2. The null hypothesis for the Baird and Sands (2004) study that focuses on the effect of the GI with PMR treatment on patients’ mobility level A. The mean mobility scores are the same for the two groups. B. The mean mobility scores are not the same for the two groups. Answer: A ------------------------------------------------- Treatment group mean=control group mean. With the p-value being< the alpha, the null hypothesis would be rejected indicating the difference in the mean mobility scores. ------------------------------------------------- 3. The researchers stated that the participants in the intervention group reported a reduction in mobility difficulty at week 12. Was this result statistically significant, and if so what probability? A. Yes, at 0.05 level. B. No, at 0.05 level. C. Yes, at 0.001 level. Answer: Choose an item. 4. If the researchers had set the level of significance or alpha=0.01, would the results of p=0.001 still be statistically significant? A. Yes. B. No. Answer: A ...

Words: 907 - Pages: 4

Premium Essay

Week 2 Workbook Acc543

...5.17 | Q1, Q2, Q3Job costing, service sector Consider the following budgeted data for a client job of Bob Crachit’s accounting firm. The client wants a fixed price quotation. Direct professional labor | $20,000 | Direct support labor | 10,000 | Fringe benefits for direct labor | 13,000 | Photocopying | 2,000 | Telephone calls | 2,000 | Computer equipment | 6,000 | Overhead is allocated at the rate of 100% of direct labor cost.REQUIRED:   | A. | Prepare a schedule of the budgeted total costs for the client. Show subtotals for total direct labor costs and total costs as a basis for markup. |   | B. | Assume that the partner’s policy is to quote a fixed fee at 10% above the total costs. What fee would be quoted? | | C. | Explain why the listed estimates for costs might not be similar to the actual costs for the job. What factors could affect the accuracy of these estimates? List as many factors as you can. | | 6.55 | Q1, Q8Costs of workplace health and safety Britain’s Health and Safety Executive (HSE) is a national regulatory body overseeing workplace health and safety. In its 2007 performance report, HSE reported the following statistics: * 241 workers were killed at work. * 141,350 employees suffered serious injuries at work. * 2.2 million people were suffering from an illness they believed was caused or made worse by their current or past work. 646,000 of these were new cases in the last 12 months. * 36 million days were lost overall (1.5 days per...

Words: 1128 - Pages: 5