Order 329042: Coaching
Appendix 2: Scenario – JKL Industries
Appendix 1 - Scenarios
Consider the following scenarios (or prepare your own) and complete the template. These may be dramatised by candidates for demonstration purposes (urgency, phones ringing, loud noise interference, frequency of incidents, etc.):
|
January 2012 |
Problem |
Policy Item |
Recommended action |
|
Joe has been wandering around the store for 20 minutes. |
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|
|
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Helen submits a sales receipt along with a returned item that seems unfamiliar to you (different CRM/POS system?) |
|
|
|
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Mena asks for a 10% discount on her paint purchase and says she completed a feedback questionnaire some time ago. |
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|
|
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Marco rings the store to say he has rung three times this week to make a complaint and now wishes to speak to the manager. |
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Adam would like comparative information about the quality of an outdoor setting recently purchased at the store. |
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Appendix 1 - Scenarios
BSBMGT403 Implement continuous improvement Page 1 of 3
Customer data sheet (for January 2012)
|
January 2012 |
Complaints |
Refunds |
Feedback questionnaires |
Enquiries phone |
Enquiries email |
Enquiries online |
Enquiries in-store |
|
Week 1 |
15 |
5 |
0 |
30 |
2 |
1 |
15 |
|
Week 2 |
20 |
4 |
0 |
35 |
3 |
2 |
20 |
|
Week 3 |
25 |
3 |
0 |
40 |
2 |
2 |
25 |
|
Week 4 |
30 |
2 |
0 |
40 |
1 |
2 |
30 |
Staff KPIs and actuals
|
Staff member |
Sales number >8 |
Safety checks >3 |
Training hours >1 |
Record keeping >3 |
Coaching CI >2 |
Complaints < 1 |
Sales leads >5 |
Staff leads >1 |
CI implement >1 |
Team support >3 |
||||||||||
|
|
Est |
Act |
Est |
Act |
Est |
Act |
Est |
Act |
Est |
Act |
Est |
Act |
Est |
Act |
Est |
Act |
Est |
Act |
Est |
Act |
|
Alan Brown (Timber) |
9 |
15 |
3 |
- |
2 |
2 |
5 |
5 |
2 |
- |
5 |
6 |
10 |
11 |
2 |
2 |
1 |
- |
5 |
7 |
|
Janet Jones (Plumbing and Electricals) |
20 |
25 |
3 |
3 |
2 |
2 |
5 |
3 |
2 |
2 |
3 |
- |
10 |
15 |
2 |
1 |
1 |
- |
5 |
6 |
|
Xian Wang (Garden and Products) |
15 |
25 |
3 |
2 |
2 |
4 |
5 |
6 |
2 |
- |
2 |
- |
5 |
- |
1 |
1 |
1 |
1 |
3 |
- |
|
Van Tring (Hardware and Home) |
10 |
3 |
3 |
3 |
2 |
4 |
5 |
3 |
3 |
6 |
1 |
2 |
4 |
- |
1 |
1 |
1 |
3 |
3 |
- |
|
Poppy Queen (General sales) |
30 |
31 |
3 |
- |
2 |
1 |
5 |
4 |
3 |
- |
1 |
- |
10 |
15 |
2 |
2 |
1 |
3 |
5 |
4 |
BSBMGT403 Implement continuous improvement Page 2of 3