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actions (check). Finally, implement what works andrefine what isn't (Act) continuously.In the manufacturing sector, Total QualityManagement (TQM) started, but has since beenadjusted for use in many other settings. It focuses onenhancing employee engagement, customersatisfaction, communication, and other importantcomponents of a company's achievement. This is anongoing strategy for enhancement that is oftenintegrated into or alongside other approaches to assistmaximize success.5S is an organizational technique that helps todetermine how to organize a workspace to enhanceefficiency and efficiency. This is achieved by definingwhat is required at each stage of a process andmaking sure it is accessible instantly.monitoring and endorsingnew initiativesSchedule and resource specifications can be set toallow employee enhancement activities to bemonitored and controlled.It is possible to identify risks, analyse themqualitatively, quantify them and develop policies forreaction.Assigned duties can be obviously defined so thatappointed project team members can be madeaccountable for implementing chosen "improvementactions" regions to achieve the initiative's goals andobjectives.Increased customer satisfactionReductions in deficiencies: These can create customerdissatisfaction and chronic wasteProduct development to create new features thatprovide greater customer satisfactionBusiness process improvement to reduce the cycletime for providing better service to customersAdditional commentsdiscussedBSBMGT516 & BSBCUS501 Assessment ToolVersion dated: 3 July 2019Page 78 of 108
ASSESSMENT TASKSQualificationBSB51918 Diploma of leadership and managementCluster number and name:LMD 3.1 Manage quality customer service and facilitatecontinuous improvementUnits of competency:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:Assessor’s name:4.1 b)It has been decided that an essential aspect of the continuous improvement efforts atBounce Fitness should be the development of a new Quality Customer Service Policyand Procedure.You are to develop a policy and procedure that contains the following:(LONG)Strategies to obtain customer feedback and staff inputCustomer service standardsSolving customer complaints and system problemsCommunicating and monitoring of customer service standardsIdentifying further opportunities for improvementDeveloping, procuring and using human and physical resources to support qualitycustomer service deliveryRecord managementNote: Refer to Policies and Procedures from the Bounce Fitness website as a guideand develop one that would reflect the meetings you held.New Customer Service Policy and ProceduresCustomer Service Delivery Standard PolicyBounce Fitness considers anyone who contacts or communicates with them asa valued customer.

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Term
Summer
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Customer relationship management

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