Business Assessment Tasks
business
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.
