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Assessment Task 3: Analysis

About your assessments:

This unit requires that you complete 4 assessment tasks. You must complete all tasks to achieve competency for this unit.

Assessment Task	About this task	Due Date
Assessment Task 1: Review project	You must review systems and processes to develop options for continuous improvement.
Assessment Task 2: Develop, implement and monitor action plan	You must develop, implement and monitor a continuous improvement action plan.
Assessment Task 3: Analysis	You must review and report on customer service
Assessment Task 4: Written questions	You must correctly answer all 12 questions to show that you understand the knowledge required of this unit.

Task summary:

You are required to develop a memo for the management team to report on customer service provision.

What do I need in order to complete this assessment?

· Computer with Microsoft Office or similar program

· Access to the internet.

When do I do this task?

· If you are a class-based student you will do this task in the classroom or as homework – your assessor will advise you as to which is required.

· Your assessor will provide you with the due date for this assessment.

what do I need to submit?

· Completed report.

How to submit your assessments

When you have completed each assessment task you will need to submit it to your assessor.

Instructions about submission can be found at the beginning of each assessment task.

Make sure you photocopy your written activities before you submit them – your assessor will put the documents you submit into your student file. These will not be returned to you.

Assessment Task Cover Sheet

At the beginning of each assessment task, you will also receive an Assessment Cover Sheet. Please fill it in for each task, making sure you sign the student declaration.

Your assessor will give you feedback about how well you went in each task, and will write this on the Assessment Cover Sheet.

Assessment appeals

You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to your Student Handbook for more information about our appeals process.

what do I need to do if I get something wrong?

If your assessor sees that you have not completed all parts of the task completely and satisfactorily; the details of resubmission will be discussed with you when your assessor gives you the outcome of this task.

‘This is a modified document based on materials prepared by Eduworks Resources.’

Instructions:

Read the following scenario and complete the activities below.

As part of the continuous improvement and innovation review and implementation, Woodhouse Recruitment implemented a formal survey to assess candidate’s satisfaction with the company’s services. The survey included 15 questions and is focused on the company’s services and desire to improve these. Of the 100 surveys that were sent out by post, only 12 were returned. Customer survey findings are as follows: Overall satisfaction with Woodhouse Recruitment: · 7 totally satisfied · 2 somewhat satisfied · 0 dissatisfied · 1 totally dissatisfied No comments provided Ease of doing business with Woodhouse Recruitment: · 5 totally satisfied · 4 somewhat satisfied · 2 dissatisfied · 1 totally dissatisfied Comments from candidates: · Got the job I wanted, thanks so much · Consultants friendly · Hard to contact consultants · Didn’t keep us up to date with progress of applications Customers who said they would recommend Woodhouse Recruitment to others: 5 very much so 4 most likely 2 no, I would not recommend 1 definitely would not recommend Comments from candidates: · Would definitely recommend · I would not recommend as I was not happy about the lack of information throughout the process · I wouldn’t recommend – I kept being sent for jobs that just weren’t right for me.

Prepare a report that covers the following:

1. Read the article below and develop an analysis based on your review of this article as to why the survey sent out by Woodhouse Recruitment might have not been effective.

http://www.peoplepulse.com/resources/useful-articles/recruitment-process-feedback/

2. Discuss the successes from this type of continuous improvement initiative. What could Woodhouse Recruitment take from this experience into future efforts to improve performance?

3. Review and analyse the results of the 12 surveys received outlining the results of the customer survey, as well as potential reasons for the low return.

Present the results of the survey in bar charts that include the percentages and provide an analysis of the overall customer satisfaction, ease of doing business and customer loyalty.

You should also comment on the validity of the findings given the low return.

4. Make recommendations for future customer surveys, including the frequency

5. Detail the lessons you have learned with the continuous improvement process including:

What worked well?

What didn’t work so well?

What improvements could be made?

6. Submit your report to the directors so that it can be included in Woodhouse Recruitments knowledge management system (KMS). For this task the directors will be role played by an assessor.

What do I need to hand in for this task?	Have I completed this?
Completed report

End of Assessment

Clinton Education Pty. Ltd. T/as Clinton Institute

RTOID: 41597 CRICOS Provider Code: 03540C

1101/343 Little Collins Street, Melbourne, Victoria, 3000 | Phone: 03 8394 2064

BSBMGT608 Assessment 3 V3.0 Page 4