TR Commercial Cooking NC IV.doc

Analysis of industry and market trends 2 changes in

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Analysis of industry and market trends 2. Changes in internal and external environments May include but not limited to: 2.1 Management changes 2.2 Organizational restructuring 2.3 Introduction of new equipment 2.4 Recruitment practices 2.5 Technological changes affecting service delivery 2.6 Changes in the competitive environment 2.7 Economic climate 2.8 Trends in customer preferences 2.9 Advent of E-business 3. Customer service standards/ Customer service issues May include but not limited to: 3.1 Response times 3.2 Service guarantees 3.3 Pricing guarantees 3.4 Product quality 3.5 Document presentation standards 3.6 Personal presentation standards 3.7 Complaint management _______________________________________________________________________________________________ 52 TR - COMMERCIAL COOKING NC IV Promulgated April 2007
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EVIDENCE GUIDE 1. Critical aspects of competency Assessment requires evidence that the candidate: 1.1 Demonstrated the ability to develop proactive approaches to the delivery and monitoring of quality customer service within a specific tourism/hospitality context 1.2 Demonstrated knowledge of quality service principles and processes 2. Underpinning knowledge 2.1 Roles and responsibilities of management in ensuring quality service within an enterprise 2.2 The concept of total quality service and total quality management 2.3 The role of continuous improvement and benchmarking in quality assurance 2.4 Overview of the range of market research techniques used to gain information on customer preferences 2.5 Legislation that impacts on customer service standards and delivery 2.6 Industry schemes that impact on customer service standards and delivery (e.g. accreditation schemes, codes of conduct) 3. Underpinning skills 3.1 Application of total quality service and total quality management in a tourism or hospitality context 3.2 Methods of implementing quality assurance in the workplace including: 3.2.1 Establishing standards 3.2.2 Monitoring 3.2.3 Staff involvement and reward 3.2.4 Evaluation 3.3 Application of continuous improvement and/or benchmarking in a tourism or hospitality context _______________________________________________________________________________________________ 53 TR - COMMERCIAL COOKING NC IV Promulgated April 2007
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4. Resource implications The following resources must be provided: 4.1 Project or work activities conducted over a period of time to allow the candidate to establish, monitor and evaluate service delivery in a tourism or hospitality context 4.2 Involvement of a team for which the candidate is leader 5. Method of assessment Competency may be assessed through: 5.1 Evaluation of projects managed by the candidate in conjunction with industry to enhance service delivery in a given operation 5.2 Evaluation of projects managed by the candidate to create, market and deliver a tourism or hospitality service 5.3 Case studies to assess specific service delivery issues in different workplace contexts 5.4 Oral or written questions to assess knowledge of quality assurance concepts and principles 5.5 Review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate 6. Context of assessment 6.1 Competency may be assessed in workplace or in a simulated workplace setting 6.2
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