Internal environment changes may include Management changes and organisational

Internal environment changes may include management

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Internal environment changes may include: Management changes and organisational restructures Recruitment practice External environment changes may include: Changes in the competitive environment Trends in customer service preferences Economic climate Introduction of new technologies or equipment . Type of observation/evidence: What did the learner do? Gathering survey outcomes (online), When did s/he do it? Over what period of time? Duration of the Unit delivery How did s/he do it? Research and by asking regular customers from work What was the outcome? Satisfactory Other relevant comments/evidence: 4. Establish how to provide opportunities for staff to participate in development of customer service practices. Staff participation may occur through: The development of staff training Discussion about customer services in meetings Speaking individually to staff members Asking for feedback when creating new policies and procedures. Type of observation/evidence: What did the learner do? Gather information through online and surveys and by asking feedback. When did s/he do it? Over what period of time? Duration of the Unit delivery How did s/he do it? Research and by asking regular customers from work What was the outcome? Satisfactory Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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5. Identify how to develop policies and procedures for quality service provision. Developing policies and procedures involves considering: Current workplace policies and procedures Feedback from staff members Feedback from customers Policies and procedures implemented by competitors Regulatory requirements related to your industry. Type of observation/evidence: What did the learner do? Gathering survey outcomes (online), analysed what improvement needs, i.e. quality meals vs quantity portion When did s/he do it? Over what period of time? Duration of the Unit delivery How did s/he do it? Research and by asking regular customers from work What was the outcome? Satisfactory Other relevant comments/evidence: 6. Identify how to communicate policies, procedures and expectations to staff. This may take place through: Speaking to employees individually In group meetings or briefings Through e-mail In letters or notes. Type of observation/evidence: What did the learner do? Gathering survey outcomes (online), analysed what improvement needs, i.e. quality meals vs quantity portion When did s/he do it? Over what period of time? Duration of the Unit delivery How did s/he do it? Research and by asking regular customers from work What was the outcome? Satisfactory Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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7. Understand how to make policies readily available to customers and staff.
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