Resubmissions and reattempts where a students answers

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Resubmissions and reattempts: Where a student’s answers are deemed not satisfactory after the first attempt a resubmission attempt will be allowed. Student may speak to their trainer/assessor if student have any difficulty in completing this task and require additional support and guidance. Location: Level 2 and 6 / 401 Sussex Street, Haymarket SYDNEY NSW 2000 Instructions for answering all points: Student must have to complete a written assessment consisting of a series of questions. BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019 Page 56 of 108
ASSESSMENT TASKS Qualification BSB51918 Diploma of leadership and management Cluster number and name: LMD 3.1 Manage quality customer service and facilitate continuous improvement Units of competency: BSBCUS501 Manage quality customer service BSBMGT516 Facilitate Continuous Improvement Student’s ID: Assessor’s name: 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 customer service implement policies and procedures to ensure quality customer service solve complex customer complaints and system problems that lead to poor customer service monitor and assist teams to meet customer service requirements develop, procure and use human and physical resources to support quality customer service delivery 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. Resources required 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 Page 57 of 108
ASSESSMENT TASKS Qualification BSB51918 Diploma of leadership and management Cluster number and name:

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