TASK 3 MANAGE QUALITY SERVICE.docx - ASSESSMENT TASKS...

This preview shows page 1 - 4 out of 21 pages.

ASSESSMENT TASKS Qualification: BSB51918 Diploma of leadership and management Cluster: LMD 3.1 Manage quality customer service and facilitate continuous improvement Units: BSBCUS501 Manage quality customer service BSBMGT516 Facilitate Continuous Improvement Student’s ID: YERLY ALEJANDRA GONZALEZ ROMERO ID: 44709 Assessor’s name: SWAPNA ASSESSMENT TASK 3: PRACTICAL ACTIVITIES LMD_3.1_BSBMGT516 & BSBCUS501 Assessment Tools Version 3 Dated: 15 July 2020 Page 1 of 21
ASSESSMENT TASKS Qualification: BSB51918 Diploma of leadership and management Cluster: LMD 3.1 Manage quality customer service and facilitate continuous improvement Units: BSBCUS501 Manage quality customer service BSBMGT516 Facilitate Continuous Improvement Student’s ID: YERLY ALEJANDRA GONZALEZ ROMERO ID: 44709 Assessor’s name: SWAPNA Assessment type: Role-play. You must: successfully complete all activities in all assessment tasks to be Competent for the unit. respond to all activities and submit them to the assessor on due dates specified. answer all activities to the required level, and as per guides provided for each. Applicable conditions Your assessor may ask you relevant questions on this assessment task to check your understanding. No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory. Where your answers are deemed not satisfactory after the first attempt, a resubmission attempt is allowed. (please note that this may be also dependent on individual needs of students) Purpose of assessment develop and manage organisational systems for quality customer service develop and review plans, policies and procedures for delivering and monitoring quality customer service implement policies and procedures to ensure quality customer service solve complex customer complaints and system problems that lead to poor customer service monitor and assist teams to meet customer service requirements develop, procure and use human and physical resources to support quality customer service delivery facilitate effective contributions to and communications about continuous improvement processes and outcomes address sustainability requirements incorporate mentoring, coaching and other support to enable people to participate effectively in continuous improvement processes capture insights, experiences and ideas for improvements and incorporate them into the organisation’s knowledge management systems and future planning. LMD_3.1_BSBMGT516 & BSBCUS501 Assessment Tools Version 3 Dated: 15 July 2020 Page 2 of 21
ASSESSMENT TASKS Qualification: BSB51918 Diploma of leadership and management Cluster: LMD 3.1 Manage quality customer service and facilitate continuous improvement Units: BSBCUS501 Manage quality customer service BSBMGT516 Facilitate Continuous Improvement Student’s ID: YERLY ALEJANDRA GONZALEZ ROMERO ID: 44709 Assessor’s name: SWAPNA Resources and equipment required to complete this task Assessment must be conducted in a safe environment where evidence

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture