Order 941665: Deliver and Monitor a Service to Customers

Business Unit/Work Group

TAFE SA Business Services

Qualification Code

Covers a number qualifications offered by TAFE SA

Qualification Title

Unit Code/s

BSBCUS301

Unit Title/s

Deliver and monitor a service to customers

Assessment Task Title

BSBCUS301 AA2 Monitor and report on service delivery

Student Declaration

I hereby declare that the material herein submitted for assessment is my own work except where specifically acknowledged and referenced.

Student Name

Student SIS ID

Student Signature

Date

Assessor Name

Student guide for Written assessment

Overview of Assessment

· The purpose of this Assessment Activity (AA) is to assess the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in provision of customer services.

· The following topics will be covered in the assessment:

· Monitor and report on service delivery

· You will be assessed individually.

· The assessment for the Unit of Competency will include:

· flexible classroom and/or online

· AAs will include the following:

· role play, short answer questions, document writing

· There are multiple tasks within this AA. They can be completed over a period of time as outlined in the time allowed section below.

Task/s to be assessed

To achieve a satisfactory outcome for this Assessment Activity you must successfully complete all of the following tasks:

Question 1

a. Case Study Research Activity

b. Project Plan

c. Customer Survey Summary Table (01)

Question 2

a. Customer Survey Summary Table (02)

b. Opportunity for improvement short answer question

c. Short informal report

Question 3

· Customer Service Charter Short answer question

Question 4

· Short answer question on Legislation

Question 5

· Following Organisational policies and procedures

Question 6

· A Baird - responding to customer requests for information

Time allowed

Allow approx. 2 weeks to complete this AA.

Your lecturer will inform you regarding Due Dates.

Location

Flexible Classroom or online depending on your Study Mode.

Decision making rules

To receive a satisfactory outcome for this assessment you must answer all questions correctly.

Assessment conditions

1. Read all AA instructions below carefully before starting the AA, and contact your lecturer if you need more information.

2. Refer to the Business Home Page for student Rights and Responsibilities and other relevant information: http://learn.tafesa.edu.au/course/view.php?id=3494

3. To be found competent in this unit you need to satisfactorily complete all AAs for this unit.

4. When you submit your work for this AA you are agreeing that

a. You have read and understood the requirements of this AA and

b. That all assessment evidence submitted is your own original work.

5. The AA is unsupervised and open book.

6. All written AAs must be keyed according to the Standards outlined in the Organisational Style and Procedures Guide (see Business Services Homepage for this resource).

7. All AAs are to be submitted to Learn unless otherwise instructed by your lecturer.

Resources required

Resources:

You will be required to access the following resources

· office equipment such as a printer either at home, in a flexible classroom on campus or a local library

· Microsoft office suite eg Word – See TAFE SA Internet for access to student approved versions if required

· organisational policies and procedures - provided in this AA

· examples of customer complaints and feedback – provided in this AA

· case studies as provided in this AA

· Internet Resources (Example: Australian Standards/ Procedures manual/Legislation etc)

· Business equipment eg photocopier

· Organisational Style and Procedures Guide (see Business Services Homepage for this resource).

Results/Reassessment

· You have the right to one re-submission per assessment activity (unless negotiated with your lecturer).

· The assessment outcome and feedback will be provided within 7 to 10 days of the lecturer receiving the work unless notified otherwise.

· It is your responsibility to regularly check for assessment feedback, and to action any additional re-assessment requirements requested by the lecturer in a timely manner.

· All AAs must be successfully completed by the due date issued by the lecturer.

· To be deemed successful in this unit you must receive a satisfactory result in all AA for the unit.

· For more information, refer to the TAFE SA Assessment and Academic Grievances Policy

Is there any Reasonable Adjustment Consideration required?

Students with a disability, medical condition or other personal circumstances impacting on their study may be eligible for reasonable adjustments or special consideration in assessment. For more details contact Student Services or speak to your lecturer.

Marking scale:

Satisfactory:

Not satisfactory:

Outstanding (work)

Re-assessment details (if applicable):

Date of re-assessment:

(Attach supplementary observation checklist/s used in re-assessment)

Re-assessment outcomes, if applicable:

Satisfactory:

Not satisfactory:

Outstanding (work)

Feedback to student:

Survey Question

Highest possible score

Score given

1. Point of arrival

90

2. Documentation ready and explained

90

3. Work and price explained, able to express concerns

90

4. Concerns heard and addressed

90

5. Reasonable timeline in waiting area

90

6. Overall level of customer service

90

7. State reception area – clean and presented well

90

8. Likelihood of returning and recommending Marion Health Centre

90

9. I was happy with the way my confidential details were stored and accessed

90

From the survey results list any comments/responses to the question:

‘Are there any other comments with regards to the level of customer service you received you would like to add?’

From the survey results list any comments/responses to the question:

“If you left not satisfied with the customer service or level of product service you expected, can you please describe why? from these surveys

Survey Question

Highest possible score

Score given

1. Point of arrival

130

2. Documentation ready and explained

130

3. Work and price explained, able to express concerns

130

4. Concerns heard and addressed

130

5. Reasonable timeline in waiting area

130

6. Overall level of customer service

130

7. State of Reception area – clean and presented well

130

8. Likelyhood of returning and recommending Marion Hearing Centre

130

9. I was happy with the way my confidential details were stored and accessed

130

From the survey results list any comments/responses to the question:

‘Are there any other comments with regards to the level of customer service you received you would like to add?’

From the survey results list any comments/responses to the question:

“If you left not satisfied with the customer service or level of product service you expected, can you please describe why? from these surveys

Problem

Changes Required – Recommendations

Required interpersonal skills

Outline of interpersonal skills for serving customers

Verbal communication

Non-verbal communication

Listening skills

Team work

Problem solving

Legislation

(Include Act name)

Key provisions

(3 per legislation)

Explain Key Provisions and how they apply to customer service

Privacy

Equal Opportunity

Workplace Health and Safety

Scenarios

Organisational Policy and Procedures (10-30 words)

1.

Customer Arrives

2.

Customer has concerns

3.

Receptions appearance and presentation

4.

Customer has special needs ie has difficulty hearing.