BSBOPS505 Manage Organisational Customer Service

BSBOPS505 Manage Organisational
BSBOPS505 MANAGE ORGANISATIONAL CUSTOMER SERVICE
STUDENT
ASSESSMENT TASKS

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 Student Assessment TasksBSBOPS505 Manage Organisational Customer Service    
BSBOPS505

Contents

Introduction  4

Assessment Task 1: Knowledge questions  5

Assessment Task 1: Checklist 9

Assessment Task 2: Project 11

Assessment Task 2: Checklist 16

Final results record  20

VET STUDENT ASSESSMENT COVER SHEET

Student declaration

This declaration must be completed in full by the student and submitted with all assessment responses.

☐   I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).

☐   I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process documented in the QIBA VET Student Plagiarism and Cheating Policy.

☐   I have correctly referenced all resources and reference texts throughout these assessment tasks.

CourseBSB50420 – Diploma of Leadership and Management
UnitBSBOPS505 Manage organisational customer service
Trainer/Assessors Name 
Student Name 
Student ID number 
  I acknowledge that my assessment documents will be reviewed as part of the assessment validation and moderation process and/or during auditing. I understand, if during a regulatory audit my assessment is deemed to be unsatisfactory, I will be requested to resit/resubmit. If this request to be reassessed is ignored, QIBA can revoke the qualification.  
    
Student signature: Date:
Introduction

The assessment tasks for BSBOPS505 Manage organisational customer service are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Business Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

BSBOPS505 Manage organisational customer service describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

For you to be assessed as competent, you must successfully complete two assessment tasks:Assessment Task 1: Knowledge questions – You must answer all questions correctly.Assessment Task 2: Project – You must work through a range of activities and complete a project portfolio.  
Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit.

 Assessment information Ensure that you: review the advice to students regarding answering knowledge questions in the Business Works Student User Guidecomply with the due date for assessment which your assessor will provide. This date is also set up in QIBA’s LMSadhere with QIBA’s submission guidelines – submit to LMS by the cut-off date and time provided.submit a completed and signed assessment cover sheet with your workinclude your name, unit code and assessment name, in the filename of all documents submitted to LMS. Example – Suraj Thapa_BSBOPS505_AT1answer all questions completely and correctly submit work which is original and, where necessary, properly referencedthis task should be completed on the templates provided by QIBAavoid sharing your answers with other students  

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.

Note that the following guidance is the minimum level of response required.

Analyse: when a question asks you to analyse something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long. Compare: when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long. Contrast: when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long. Describe: when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long. Discuss: when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long. Evaluate: when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long. Examine: when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long. Explain: when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long. Identify: when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long. List: when a question asks you to list something, this means that you are asked to briefly state information in a list format. Outline: when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long. Summarise: when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.

Questions

Provide answers to all of the questions below (students please enter your answers in blue text on this document):

Assessment Task 1: Assessor Checklist

Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?Completed successfully?Comments
YesNo 
Question 1  
Question 2  
Question 3  
Question 4  
Question 5  
Question 6  
Question 7  
Question 8  
Question 9  
Question 10  
Question 11  
Question 12  
Question 13  
Question 14  
Question 15  
Question 16  
Question 17  
Question 18  
Question 19  
Question 20  
Question 21  
Task outcome:
Assessor signature: 
Assessor name: 
Date: 
Assessment Task 2: Project Portfolio

Information for students

In this task, you are required to demonstrate your skills and knowledge by working through a number of activities and completing and submitting a project portfolio.

You will need access to:

  • your learning resources and other information for reference
  • Project Portfolio template
  • Simulation Pack (if you need a case study).
 Assessment information
Ensure that you: review the advice to students regarding answering knowledge questions in the Business Works Student User Guidecomply with the due date for assessment which your assessor will provide. This date is also set up in QIBA’s LMSadhere with QIBA’s submission guidelines – submit to LMS by the cut-off date and time provided.submit a completed and signed assessment cover sheet with your workinclude your name, unit code and assessment name, in the filename of all documents submitted to LMS. Example–Suraj hapa_BSBTWK502_AT2answer all questions completely and correctly submit work which is original and, where necessary, properly referencedthis task should be completed on the templates provided by QIBAavoid sharing your answers with other students


Activities

Complete the following activities:

  • Carefully read the following:
 This project requires you establish, develop, support, monitor and assess customer service in an organisation. You will identify complex customer service problems (and the related business system issues) associated with one product/service/program and then apply customer service principles to rectify one of the problems/issues.
 Vocational education and training is all about gaining and developing practical skills that are industry relevant and that can help you to succeed in your chosen career. For this reason, we are giving you the choice to base this project on your own business, one you work in or a familiar with, or you can use the case study provided. This will mean that you are applying your knowledge and skills in a relevant, practical and meaningful way to your own situation!
 If you decide to select your own business or a business where you are working or are familiar with, you must have your business APPROVED by your assessor and submit the required business document which resembles the checklist below: Document Checklist if you are basing the assessment on your own business or business you are working (Please tick): ☐   Business Plan ☐   Customer service plan ☐   policies and procedures for customer service and handling customer complaints. your role should:supervise the customer service provided by others require considerable discretion and judgementrequire you to use a range of problem solving and decision-making strategies.you should also have sufficient data to monitor and evaluate customer service.your chosen product/service/program should have at least one problem that has resulted in complex customer complaints and there should be at least one system issue associated with the poor customer service. For example, a problem at a call centre may be that customers complain about long wait times to access a call centre representative. A system issue associated with the complaint may be that the automated response has not been optimally configured.
 You will need to communicate with people who are part of a team responsible for customer service. Your communication may be either directly with actual staff members or fellow students/your assessor can play the roles of relevant people/parties. Communication can be in any appropriate format (e.g. face to face, video conference, email) as long as it meets the requirements outlined in the Project Portfolio. If you are basing the assessment on case study provided to you in student resource folder you will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below you will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below.
  • Preparation
 Make sure you are familiar with the organisation you are basing this assessment on and have read through the necessary background information. For the case study business, this is all of the documents included in the Simulation Pack. If it’s your own business or a business where you are working or are familiar with, have your business or case study approved by your assessor. Choose an appropriate customer management process or project and complete Page 4 of your Project Portfolio for this unit. Read through the requirements of Section 1, 2 and 3 of your Project Portfolio.
  • Establish customer service requirements
 Complete Section 1 of your Project Portfolio. To do this, you need to: provide a brief overview of the business you are basing this assessment on describe one product/service/program you will focus on for the assessment describe the customers of your chosen product/service/program.describe customer service related to the chosen product/service/program identify and evaluate customer service against best practice models and standards.seek written customer feedback (and manage it according to the business systems. identify problems and related system issues that include complex and non-routine difficulties.
 Make sure you have answered all questions in Section 1. Submit to your assessor for review via QIBA’s LMS/Moodle. You are also required to attach certain documents as part of your evidence – review the documents you need to attach as outlined in Section 1 of the Project Portfolio and make sure you attach these when you submit this section.  You will use the work done in this section to deliver quality customer service.
  • Deliver quality customer service
 Complete Section 2 of your Project Portfolio. To do this, you need to: describe at least two customer service goals to meet the customer service requirements and product/service/program targets integrate customer service goals and requirements into the existing business planrefine at least one of your business’s customer service policies and procedures to reflect best practice models, standards and customer service goals and requirements.
 You must meet with other staff members (at least two) or assessor who are responsible for customer service and associated with your identified problems and issues. Depending on your business and chosen problem and system issue, you may need to meet separately with individuals and groups. At the meeting:describe the problem and system issue.explain the goals, customer service requirements and product/service/program targets.explain the changes to the business plan and customer service policy and procedures (make sure the meeting attendees have a copy of the new procedures).obtain feedback from the staff, considering their experience and strengths.discuss, adapt and agree on how the product/service/program will be delivered in future to meet customer service requirements. Your assessor must observe you taking part in the meeting and you must attach the meeting evidences in project portfolio.
 Make sure you foster a team environment and consider the needs of a diverse group of people (e.g. cultural or language differences). Your audience should include at least one area of diversity. Use listening and questioning techniques to obtain feedback and confirm understanding.
 This meeting should take 30 minutes. This meeting may take place with actual people who work for/are associated with your chosen business. Alternatively, classmates or your assessor may play the role of one or more team members. This can either be viewed in person by your assessor or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step during the assessment session. Make sure you follow the instructions above and meet the timeframes allocated. If this session is not viewed in person by your assessor, you will attach proof of the meeting to Section 2 of your Project Portfolio.
 describe the physical and human resources required to:address one of the identified problems and related system issues experienced by customerssupport staff members.develop at least one physical resource required to address customer service requirements/support staff members procure at least one human resource required to address customer service requirements/support staff members.deliver your product/service/program to meet customer requirements (according to your adapted business plan, customer service policies and procedures and improved customer service delivery).
 Make sure you have answered all questions in Section 2. Submit to your assessor for review via QIBA’s LMS/Moodle. You are also required to attach certain documents as part of your evidence – review the documents you need to attach as outlined in Section 2 of the Project Portfolio and make sure you attach these when you submit this section.  You will use the work done in this section of the Portfolio to monitor and assess customer service.
  • Monitor and assess customer service.
Complete Section 3 of your Project Portfolio. To do this, you need to: develop at least one strategy to monitor customer service progress related to your chosen problem and system issue.use the strategy to monitor the performance of customer service staff.
  • Submit your completed Project Portfolio 
Make sure you have completed all sections of your Project Portfolio, answered all questions, provided enough detail as indicated and proofread for spelling and grammar as necessary. Remember to submit all necessary attachments as indicated via QIBA’s LMS/Moodle.

Assessment Task 2: Assessor Checklist

Student’s name:
Did the student:Completed successfully?Comments
YesNo 
Establish customer service requirements by: describing the role they will assume to manage customer service describing the roles they will supervise that provide customer service describing one product/service/program you will focus on for the assessment (including mathematical information about associated targets).describing the customers of their chosen product/service/program.describing customer service related to their chosen product/service/program, including the quality of existing customer relations;legislative, regulatory and codes of practiseexisting policies and procedures for customer service and handling customer complaints;protocols that must be followed to:manage people who provide customer service interact with customers perform their role.identify and evaluate customer service against best practice models and standards.seek written customer feedback using appropriate language from at least two customers on:product/service/program quality, cost and time framesservice delivery expectationsspecific problems or complaints and their experience with individual customer service representatives manage feedback according to the business systems. identify problems and related system issues that include complex and non-routine difficulties.  
Deliver quality customer service by: describing at least two customer service goals to meet the customer service requirements and product/service/program targetsintegrating customer service goals and requirements into the existing business plan, using a style of writing appropriate for business use.refining at least one of your business’s customer service policies and procedures to reflect best practice models, standards and customer service goals and requirements.meeting (with at least two other staff members who are responsible for customer service and are associated with the identified problems and issues) to:describe the problem and system issueexplain the goals, customer service requirements and product/service/program targetsexplain the changes to the business plan and customer service policy and procedures (make sure the meeting attendees have a copy of the new procedures)obtain feedback from the staff, considering their experience and strengthsdiscuss, adapt and agree on how the product/service/program will be delivered in future to meet customer service requirementsfoster a team environment consider the needs of a diverse group of people listen and question to obtain feedback and confirm understanding.describing the physical and human resources required to:address one of the identified problems and related system issues experienced by customerssupport staff members.developing at least one physical resource required to address customer service requirements/support staff members (student matches the style of their writing to suit the audience and manages the resource according to organisational systems).procuring at least one human resource required to address customer service requirements/support staff members.delivering their product/service/program to meet customer requirements (according to your adapted business plan, customer service policies and procedures and improved customer service delivery).  
Monitor and assess customer service by: developing at least one strategy to monitor customer service progress related to their chosen problem and system issue.use the strategy to monitor the performance of customer service staff against stated goals and customer service requirements.  
Task outcome:SatisfactoryNot satisfactory
Assessor signature: 
Assessor name: 
Date: 
Final results record
Course Name:BSB50420 Diploma of Leadership and Management
Unit:BSBOPS505 Manage organisational customer service          
Student name: 
Assessor name: 
Date 

Final assessment results

TaskTypeResult
SatisfactoryUnsatisfactoryDid not submit
Assessment Task 1Knowledge questionsSUDNS
Assessment Task 2ProjectSUDNS
Overall unit results CNYC 

Assessor Feedback

Student signature: __________________________________________   Date: ____________

Assessor signature:   _______________________________________   Date:  ____________

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