You also said that you feel competent but you know you need to keep up to date

You also said that you feel competent but you know

This preview shows page 10 - 14 out of 16 pages.

You also said that you feel competent, but you know you need to keep up to date with WHS mattersto be an effective health and safety representative.You also want to gain the Advanced Diploma in Leadership and Management but you learn best through demonstrations and being able to ask questions face-to-face rather than online. You have said that one of your career goals is to improve your networks and perhaps join a professional association. Your role as customer service manager requires ILSC Business College: BSBWOR501 Assessment Version 2.1017 Page 10 of 16
Image of page 10
you to promote continuous improvement in your team. You must also consider your own needs for training. Below you will find a to-do list, and a list of unscheduled events that have occurred today. In the ‘Projecttasks & Instructions’ section below you will find a detailed description of what you must do to complete this project. You will need to use relevant BizOps policiesand your position description. Regards, Gina Harris Human Resources Manager To-do list To-do list Monday Time Task Priority (H, M, L) Notes 9.00 am Read draft of improved Customer Service Charter and highlight changesfor senior exec mtg 3.00 pm Thursday. L 9.30 am Research trends in customer service policy and management for next week’s staff meeting. L 10.00 am Interview with Craig Bullen for sales rep position. H 10.30 am 11.00 am Call customer Mrs Janice M ILSC Business College: BSBWOR501 Assessment Version 2.1017 Page 11 of 16
Image of page 11
Smithers regarding her complaint about the long wait time until she received the product – explain BizOps process and arrange for next delivery to be free as compensation. 11.15 am Meet team to discuss: new procedures for communicating with onthe-road sales reps. updating feedback form thatis attached to product improved online feedback form. H 12.00 noon Meet with Liz to discuss coordination of sales/marketing promotion. L 12.30 pm Lunch Unscheduled events that have occurred today: Sales rep Roxanne bursts into your office, upset because a customer has verbally abused her on the phone and is threatening to sue BizOps.The irate customer insists on speaking to you. Gina, the HR manager, telephones to ask you to come to her office when you have a spare minute to discuss a situation that has arisen with the recruitment agency she is currently dealing with. ILSC Business College: BSBWOR501 Assessment Version 2.1017 Page 12 of 16
Image of page 12
Craig Bullen, the interview candidate, telephones to say he will be 10 minutes late. Instructions Read the project overview and contextcarefully. To complete the project, use the following BizOps documents. See “Resources required” section below on how to access these: § Organisation operational plan § Work–life balance policy § Professional development policy § A copy of your position description Complete all project tasks in the section below. You must complete the project unassisted by the assessor or other personnel, but may collaborate with team members and refer to reference material as needed. All project criteria and instructions outlined must be covered satisfactorily for Task 3 to be completed satisfactory.
Image of page 13
Image of page 14

You've reached the end of your free preview.

Want to read all 16 pages?

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture