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ResultSatisfactoryUnsatisfactoryResubmitFeedbackAssessor Declaration:I declare that I have assessed this student in this task and have provided appropriate feedback.Signature:____________________________Date: __________/_____________/_______________BSBMGT516 & BSBCUS501 Marking GuidePage 9 of 20Version 2 Issued 05 August 2016
ASSESSMENT TASKSCluster name:Customer Service Continuous ImprovementUnit code/name:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:37508Assessment task 2: Internal and external customersInstructionsThis is a group activity where you will be required to design and develop a questionnaire where youare required to evaluate customer’s needs.Discuss the organisation you chose and in small groupsdiscuss who their internal and external customers are and their needs would be and complete theactivity below on your own.Activity 1Research an organisation which has both internal and external customers.You are now required todesign two questionnaires, one for internal customers and one for external customers, which willenable this organisation to investigate and gather information on their internal and externalcustomer’s needs and requirements.When designing your questionnaire, you need to ensure thatyou consider the following points:What they think about your materials/products or services?Why they need your materials/products or services?Why they buy from you and not your competitors?What they think about your prices?What they expect from you e.g. reliable delivery etc.?How they rate your customer serviceYour two questionnaires should include:a)Company you researchedb)Who are the customers?c)Are they internal or external customers?d)What are their current needs and requirements?e)What are their future needs and requirements?f)Are their needs being satisfied?g)Are the products and services provided with a suitable timeframe?h)Rate the quality of the materials/products e.g. 1 to 5i)What improvements can be made to improve the quality of the material/productsGuide:You will be required to either paste the designed questionnaires or attach to yourassignmentBSBMGT516 & BSBCUS501 Marking GuidePage 10 of 20Version 2 Issued 05 August 2016
ASSESSMENT TASKSCluster name:Customer Service Continuous ImprovementUnit code/name:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:37508External customersAge:……….Gender: ………….Your occupation: …………………………………Do you usually enjoy KFC?YesNoFood QualityStronglyDisagreeSomewhatDisagreeNeutralSomewhatAgreeStronglyAgreeThe food is served hot andfreshThe menu has a goodvariety of itemsThe quality of food isexcellentThe food is tasty andflavorfulRestaurantBSBMGT516 & BSBCUS501 Marking GuidePage 11 of 20Version 2 Issued 05 August 2016
ASSESSMENT TASKSCluster name:Customer Service Continuous ImprovementUnit code/name:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:37508StronglyDisagreeSomewhatDisagreeNeutralSomewhatAgreeStronglyAgreeN/AMy food order was correctand completeEmployees are patient

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Term
Two
Professor
Lorraine Tobin
Tags
Facilitate Continuous Improvement

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