Order 329042: Coaching

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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.

Helen submits a sales receipt along with a returned item that seems unfamiliar to you (different CRM/POS system?)

Mena asks for a 10% discount on her paint purchase and says she completed a feedback questionnaire some time ago.

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.

Adam would like comparative information about the quality of an outdoor setting recently purchased at the store.

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

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