SITXCCS501 Manage Quality Customer service
Assessment activity
This assessment relates to element 1 from this unit:
1.             Develop quality customer service practices
 
This assessment addresses the following required skills and knowledge:
 
Skills
•      Critical thinking and problem-solving skills to allow for a rational and logical evaluation of the characteristics and needs of the organisation in order to design tailored customer service practices.
•      Literacy skills to read and interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery and research customer service requirements
•      Numeracy skills to calculate and interpret customer satisfaction statistics
 
Knowledge
•        Professional service standards expected of service industry personnel
•        Sources of information on current service trends and changes that affect service delivery
•        Methods of monitoring, measuring and evaluating customer satisfaction and business performance
 
 
 
 
Part A
Task: Research project
Your project requires you to research an actual hospitality business. The best option is for you to use the organisation where you are employed. However if you are not currently employed in the hospitality industry or do not have access to information from a restaurant, bar, café, club, hotel etc then you may use The Ambassador Restaurant
 
 
You may present the results in any format you choose, but remember the results need to be easily interpreted by your trainer and other employees in the workplace.
 
 
In Part A you must use formal and informal research methods to obtain detailed information about your customer’s needs, expectations and satisfaction levels. Your research should cover areas such as service, appearance of staff, environment, food quality, value for money, booking procedures and accessability.
 
You are required to use at least 2 primary and 3 secondary research methods. You can select the methods to be used from the following list or choose others not listed as long as you check with your teacher first.
 
Primary Research Methods
 
•        Surveys,
•        Focus groups,
•        Questioning customers,
•        Employee feedback through discussion, meetings, or suggestion box/board
•        Competitor Analysis – Environmental Analysis
•        Observation
 
Secondary Research Methods
 
•        Websites such as https://www.tripadvisor.com.au/, http://restaurant-website-reviews.toptenreviews.com/
•        Restaurant Blogs http://blog.bestrestaurants.com.au/
•        Websites which identify current trends in hospitality
•        Newspaper Articles
 
Once you have completed your research you must complete a formal report which includes the following:-
 

1. Explain how customer service levels are currently monitored in the establishment you are going to research. Include a flowchart showing the current process for customer feedback
2. Explain the research methods did you use to obtain the information? (Attach copies of surveys used or questionnaires etc to an Appendix at the back of your report)
3. Summarize your results in an easy to read form. For example you could use pie charts, graphs or tables to collate your data.
4. What conclusions can be made about the customer service procedures and standards based on your research? 

 
 
 
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Part B
 
This assessment relates to element 3 from this unit:
 
3.    Monitor and adjust customer service.
 
This assessment addresses the following required skills and knowledge:
 
Skills
•        Literacy skills to interpret complex information from varied sources and to develop documents that detail service standards, systems and procedures.
 
Knowledge
•        Role of continuous improvement and benchmarking.
•        Industry schemes that impact on customer service standards and delivery, such as accreditation schemes and codes of conduct.
•        Methods of implementing quality service provision
 
 
Task: Recommendations for improvement
 
Referring to the information gathered in Activity A make suggestions for improvement in at least two of the areas of concern you have identified through your research. You should include communication processes and utilisation of information gathered. Your recommendations should include both short and long term plans.
•        The following documents may help you in designing an improved approach. Reference should be made to at least 3 of these in designing your new approach
 
•        Customer profile.
•        Customer service policies, procedures or standards.
•        Personal presentation standards.
•        Records or checklists used for monitoring customer service.
•        Records or checklists used for maintaining quality in food production, cleanliness and maintenance of environment
•        Continuous improvement policies and procedures.
•        Quality assurance policies and procedures.
•        List of legislation impacting on customer service standards and delivery, including contact details and/or website of relevant government department.
•        Review of induction and training programs
 
You will then construct a new customer service management plan for regular monitoring and review of your recommendations.
 
For each of your areas of concern you need to include:
•        What needs to be done
•        Who is responsible
•        How it should be carried out (at least two strategies which both consult and communicate with all stakeholders)
•        Where it should be done and identify any costs involved
 
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Please note:
 
•        Each question should be answered thoroughly, and referenced.
•        Failure to submit a professional business document with adequate references and/or a bibliography will result in a deduction of 5% of the total marks. Reference each question as you go and provide a bibliography at the end.
•        A requirement of assignments is that there must be a ‘footer’ containing, title of assignment and page numbers.  In special circumstances, as per discussions with your facilitator, you may send your assignment by email…so please remember to put your name on each page.
•        Font size should be 10-12 pt – no larger
•        There is not a set amount of pages for you to write... however, consider the fact that quantity does not necessarily mean that you have answered the question adequately.  Each question requires a different approach.  Please note comments on each question.  
•        Your assignment must be your own work.
•        Plagiarism covers work copied from the internet, newspapers, or text books and not referenced.  Marks will NOT be awarded if you copy content directly from these sites as this does not demonstrate competence in the learning outcomes.
•        Late submissions up to seven days will incur a penalty of 15%. You will receive no marks if your assignment is submitted after one week.  If you are having problems completing your assignment on time, please bring this to the attention of your facilitator before the due date.
•        Should you receive an NC or withdraw from the unit before its completion you will be charged a fee to repeat. The fee is calculated according to the value of the unit of study concerned.
•        If you are ill on the day the assignment is due please contact your facilitator. You will need a medical certificate to ensure that no marks are deducted.