You also said that you feel competent but you know

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
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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
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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.
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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.