Description

What you have to do

Using the same organisation you reviewed in Assessment 2, complete the following tasks.

The suggested word count (where shown) after each question is an indication only. You

should try to provide specific answers to each question in a short succinct manner ensuring

you communicate all relevant information.

In preparing your answers to the following Tasks, please use the Task number and

part as your heading. eg: Task 1 (a), Task 1(b), etc.

Task 1

Strategies to monitor your organisation’s quality progress could include techniques such as:

 Databases and other controls to record and compare data over time

 Electronic feedback mechanisms using intranet, internet and email

 Feedback forms and other devices to enable communication from customers

 Long-term or short-term plans for monitoring achievement and evaluating

effectiveness

 Policies and procedures

 Questionnaires, surveys, and interviews

 Training and development

1. Choose a strategy from your chosen organization and outline how one of the

techniques above could be used to monitor progress in providing quality

customer service to the agreed standard. (150 words)

2. Discuss how you would obtain and effectively use resources to support the

chosen strategy in providing quality customer service (200 words)

Task 2

1. How does the organization use feedback to solve complex problems and improve its

provision of products and services? (200 words)

LA019809 Assessment 3, Unit BSBCUS501, Ed 2 1

© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015

2. Outline an approach you might use to overcome problems in the delivery of quality

customer service. With whom would you consult in developing this approach? Show

how this/these person/people would help you overcome problems in delivering

quality customer service. (300 words)

3. How does the organization manage records, reports, and recommendations within its

systems and processes? (150 words)

Checklist

I have:

 Clearly identified my answers

 Included a bibliography

Included my name, student number, unit number, assessment number

Reviewed and spell checked my document

 Saved a copy on my own computer.