BSB51918 Diploma of leadership and management
Cluster number and name:
LMD 3.1 Manage quality customer service and facilitate
Units of competency:
BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
It is expected from students to correctly answer all the questions.
Answers must demonstrate an understanding and application of relevant concepts,
critical thinking, and good writing skills.
Student must concise to the point and write answers according to the given word-limit to
each question and do not provide irrelevant information.
Student must not use non-discriminatory language. The language used should not
devalue, demean, or exclude individuals or groups on the basis of attributes such as
gender, disability, culture, race, religion, sexual preference or age. Gender inclusive
language should be used.
Assessor should not accept answers copied directly from texts without acknowledgement
of the text.
Purpose of the assessment
This assessment task is designed to evaluate that the student can:
develop and manage organisational systems for quality customer service
develop and review plans, policies and procedures for delivering and monitoring quality
implement policies and procedures to ensure quality customer service
solve complex customer complaints and system problems that lead to poor customer
monitor and assist teams to meet customer service requirements
develop, procure and use human and physical resources to support quality customer
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.
Learner guide (PDF format for both units of competency)
Computer, Internet and Wi-Fi
Templates and forms relevant to activities
virtual company (Bounce Fitness) – please speak to your assessor for access.
BSBMGT516 & BSBCUS501 Assessment Tool
Version dated: 3 July 2019
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