BSBCUS501: Assessment 2 - Steve Coyle Commented [C1]: Steve, you are on the right track, however this newly submitted assessment is almost the same as the previous report. The only obvious change is the removal of the footer. It will need to be re-written and re-submitted please. Student Id: 376462609 Task 1 In this task you will provide an overview of your chosen organisation. a) Identify the industry and briefly describe the functions of your nominated organisation. BlueScope Steel is the leading steel company in Australia and New Zealand, supplying a large percentage of all flat steel products sold in these markets. BlueScope Steel consists of many departments such as Coke making, raw materials, energy services, blast furnace, hot rolling mills and metal coating lines in a heavy industrial environment. b) Products and services provide by BlueScope steel which contribute to help provide solutions for a wide range of markets from Heavy industry to Australian defense forces are as follows: Where are the Headings to guide the Manager / reader of this business report and the Bibliography that is mentioned in the submission Checklist? The first assessment I returned has examples and samples as a guide. The Bibliography shows the variety of sources you are using and how you apply that to the Customer Service challenges. The Headings show different text types that convey information to your Manager. A bold Heading allows the Manager / reader to see what is being presented next, the purpose of your answer is to show your Customer Service ideas. I have provided another referencing example or you can locate some you like and I included it in a Bibliography. I understand you have been in touch with the Teaching Section over the past month and we welcome any further queries that might help with this. I will attach the feedback from the first report again and you might find that useful. Chris Hot rolled coil Steel Slabs Raw materials ( Coke, Iron Sands & Sinter) By products ( Tar, Oil, Benzene, Ammonia ) Commented [C2]: Good c) I could not locate a \"Customer Service Policy\" on our servers however I did find our \"BlueScope guide to business conduct\" which does not cover what a customer service policy would however we deal mainly with large businesses not individuals. The policy is quite in depth and covers quite a broad range of areas from \"Principles of conduct\" to 'Policies & guidelines for employees\" I have attached to this assessment. This promotes a strong honesty & integrity focus so our customer know what they can expect from dealings with the organization and understand the business's standpoint on employee behavior. This guide to business to business conduct outlays the expectancies of employees and the way they are to conduct themselves, it covers areas such as discrimination, harassment, corruption, competition, privacy laws, EEO & as well clearly describing the commitment to our customers. Task 2 a) Evaluate how the organisation and its teams carry out research to establish and monitor the needs and expectations of its current and potential Page 1 Commented [C3]: Good - a large business is still a Customer. Commented [C4]: Good for Internal Customers customers. Information on what customers need & want is sourced from surveys, interactions with customers & public demand. There is a specialist marketing and Development & research department that are constantly looking for new ways to improve the quality and longevity of the steel we produce to ensure customers' needs are met if not exceeded. An Example of this would be from the Division of BlueScope Steel called \"Lysaghts\" who produce zincalume & colourbond steel from coating strip steel in a protective layer to ensure the customers have a long lasting quality product. b) Evaluate how the organisational planning at both the strategic and operational levels ensures the organisation meets the needs and expectations of its customers. Nippon steel request 900Tonnes of steelmaking quality coke with no more that 5% sulphur content and less than 1% moisture, this involves a great deal of work to ensure it is as per request. There is involvement from coal handling team to ensure moisture of coal and blend is correct, maintenance team ensuring the machinery is working as per their maintenance strategies, Heating team ensuring coke ovens temperatures are with require tolerances as per their heating strategies, Battery personnel to ensure correct amount of coal is dispersed in each oven & Operation personnel to ensure ovens are cooked for correct amount of time, coke handling department to ensure it is transport and loaded on to transport ship within required time frame, this all comes down to individual strategies for responsible areas to ensure the end product is as per customers request. To ensure customers as satisfied it is crucial all resources work together from Fitter to departmental manager to strive to follow their unique strategic plans which then can come together in to one operational plan of producing quality coke. Commented [C5]: Surveys Commented [C6]: Too general. What specifically are these? Do you have a social media presence, a complaints area, comment cards from sales reps? Apart from quality, what about delivery times, cost, billing options? Commented [C7]: A good \"evaluation\" of 900 tonnes for high level strategy. What measurements are applied at the Operational level to \"evaluate\" success. The reference (appearing in the Bibliography) can demonstrate your commitment to evaluating Strategy with Operational. Sharma (2009) said, \" ... link day-to-day work with department goals and corporate vision. Performance measures are developed for all objectives at all organizational levels.\" Task 3 In this task you will determine how the organisation ensures that it is able to meet its customers' needs and expectations. a) With reference to the Customer Service Policy (or charter) you provided in Task 1 (c), discuss the adequacy of the organisation's resources to meet the needs and expectations of its customers. Commented [C8]: This also shows the importance of the Headings. The organisations resources include HUMAN, FINANCIAL & PHYSICAL. The organization ensures it is able to meet customers need by researching & developing new products while remaining true to its roots as per excerpt below. Page 2 Its not just about product, eg how do they ensure they have the right people in the right places, at the right time, with the right set of skills to provide Customer Service? That is a Human resource question. I believe the \"Guide to business conduct\" combined with other relevant policy's & procedures help to ensure we meet customers' expectations as every employee is held accountable for their individual actions. It ensure customers are treated fairly & honestly. b) BlueScope Steel makes sure it meets the needs & expectations of the of it customers by Setting Goals for employees & monitoring their progress to ensure the work at a low down or base level meets the high level targets of the operational plan, I have listed some of the processes to ensure this is achieved. Commented [C9]: Again, on the right track. Expand on One or Two of these. Development strategies Maintenance strategies KPI's / KRA's Self-monitoring tools Review work progress Code of practice Legislation Standards Coaching / mentoring 1 Vs 1 Catch up sessions What is a development strategy and how does it help the Customer Service aim? Commented [C10]: Is this a monthly review or an Annual Performance appraisal? I believe this approach helps individuals strive to reach their goals which then cascades in to bigger picture of satisfying the customer. Page 3 c) The company will help by up skilling employees with the relevant training/coaching or mentoring. \"Job shadowing is a type of on-the-job employee job training in which a new employee or an employee desiring to become familiar with a job, follows and observes a trained and experienced employee.\" (Heathfield, 2013) This is done either 1Vs1 or teambuilding exercises, there are also opportunities outside of work to participate in programs and/or training even workshops to assist employees bettering them self and helping to align to \"Our Bond\". (pasted below) Commented [C11]: An example of a training / coaching process. A reference like this adds value as another source of knowledge. Commented [C12]: Well done The employee help line is also there to deal with any stress or issues relating to employees health or wellbeing. Task 4 In this task you will determine how the organisation ensures that it is able to meet its customers' needs and expectations. In this task you will determine how the organisation responds to enquiries or complaints from customers, taking into account established benchmarks within the relevant industry. a) When the company was to receive a call regarding and enquiry or complaint, the person responding to that call would be required to note down all relevant details (Who, Why, What, When, How) prioritize the response based on the Relevance of importance & urgency. They would also be following the guide to business Page 4 Commented [C13]: Good conduct to treat the person with honesty & respect without bias and without discrimination. Example 1: A customer requires 400t hot rolled coil in 4 months' time the enquiry would be noted all details included and sent via email to the responsible person with read receipt enabled this would then act as a follow up for the initiator if it has not been read within a certain time frame. Commented [C14]: A very good example In following the guide to business conduct it strives to meet the customers expectation by ensuring the order is handled promptly & with a no strings attached approach to ensure customer is dealt with exactly the same as any other customer without beneficial treatment or negative treatment. Example 2: A person was to lodge a complaint regarding smoke from a large conveyor this would require immediate action, as the urgency is extreme as this is a possibly large fire burning a conveyor to the ground. b) Identify one specific legislative area (e.g. privacy law as it relates to the collection, storage and usage of customer information for the organisation) and explain how the organisation complies with the legislation when responding to enquiries or complaints it receives. Environmental law: For instance a complaint is made regarding large amount of emissions discharging from the quencher stack. We would first review emission monitors as well as permanent emission CCTV installed as part of the environmental license to investigate the complaint. If it was found we breached the environmental license we would notify the EPA via phone call to organize a meeting with our environmental officer to discuss the breach and deal with repercussions. Commented [C15]: Be specific. To prevent this we undertake regular proactive maintenance task to the quencher, header tanks and pumps to ensure we minimize risk of an environmental breach. Trustee Act 1958 (Vic); Trustee Act 1925 (NSW); Trustee Act 1936 (SA); Trustee Act 1962 (WA); Trustee Act 1978 (Qld) BIBLIOGRAPHY Sharma, A. (2009). Implementing balance scorecard for performance measurement. ICFAI Journal of Business Strategy, 6(1), 7-16. Page 5 Is this a Federal or State Act? What is the name and the year please. eg each state can have its own Act BSBCUS501: Assessment 2 It is essential that you read the Unit Assessment Guide before completing this assessment. What you have to do Each day we make observations about the level, nature, type and quality of customer service provided to us by various organisations. In this assessment you are required to describe the customer service experience provided by an organisation of your choice. You will also need to critically discuss the effectiveness of the service, organisational operations and other processes supporting its service delivery. We recommend, if possible, you base the assessment on an organisation in which you are currently, or have previously been, employed. You may also choose an organisation you deal with in the course of your work if you have access to relevant information required to satisfactorily answer the assessment questions. The suggested word count (where shown) after each question is an indication only. You should try to provide specific answers to each question in a short succinct manner ensuring you communicate all relevant information. In preparing your answers to the following Tasks, please use the Task number and part as your heading. E.g. Task 1 (a), Task 1(b), etc. Task 1 In this task you will provide an overview of your chosen organisation. a) Identify the industry and briefly describe the functions of your nominated organisation. (100 words) b) Briefly list and describe the organisation's products and services (100 words) c) Provide the organisation's published Customer Service policy or charter (include this as Appendix 1). Evaluate the adequacy of the policy and how accessible it is to those inside and outside the organisation. (200 words) LA019808 Assessment 2, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 2, December 2015 1 Task 2 In this task you will determine how the organisation plans to deliver quality customer service to its customers. a) Evaluate how the organisation and its teams carry out research to establish and monitor the needs and expectations of its current and potential customers. (200 words) b) Evaluate how the organisational planning at both the strategic and operational levels ensures the organisation meets the needs and expectations of its customers. (250 words) Task 3 In this task you will determine how the organisation ensures that it is able to meet its customers' needs and expectations. a) With reference to the Customer Service Policy (or charter) you provided in Task 1 (c), discuss the adequacy of the organisation's resources to meet the needs and expectations of its customers. (100 words) b) What are the strategies used by the organisation to monitor team performance to ensure that staff consistently meet the organisation's quality and delivery standards? (150 words) c) How does the organisation help colleagues overcome difficulties in meeting customer service needs? Include strategies such as coaching and mentoring that are used to develop staff and ensure that the organisation has the appropriate human resource skills. You could also consider any informal opportunities available to staff. (250 words) Task 4 In this task you will determine how the organisation ensures that it is able to meet its customers' needs and expectations. In this task you will determine how the organisation responds to enquiries or complaints from customers, taking into account established benchmarks within the relevant industry. a) Evaluate specific actions taken by the organisation in response to the enquiries or complaints it receives. (250 words) b) Identify one specific legislative area (e.g. privacy law as it relates to the collection, storage and usage of customer information for the organisation) and explain how the organisation complies with the legislation when responding to enquiries or complaints it receives. (350 words) 2 LA019808 Assessment 2, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 2, December 2015 Checklist I have: Clearly identified my answers Included a bibliography Included my name, student number, unit number, assessment number Reviewed and spell checked my document Saved a copy on my own computer. LA019808 Assessment 2, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 2, December 2015 3 Commented [C1]: A good first report with a few areas to consider. A Pass result. BSBCUS501: Assessment 1- Steve Coyle The use of Headings and inclusion of some referencing adds considerable value to a business report. Name Student Number Manage quality customer service Assessment One I hope the examples and comments are useful Stephen. The aim is continuous improvement and I hope this can be taken back to the workplace to create effective reports. Any feedback on this would be welcome. We are always happy to assist if you call. Chris Christopher.m.pittaway@tafensw.edu.au Task 1 a. Identify two external customer relationships. Commented [C2]: My suggestion is to use Headings and Sub-headings to structure your report like a business report in the workplace. Briefly describe the needs and wants of each of the external customers nominated. John's relationship to customers Commented [C3]: This isn't an example from the Case Study. Customers need for the organisation to realise not all customers are the same, and some customer wants to deal with the same person each time they contact the business eg The older ladies group that has specific needs in the gym Jessica's relationship to health stores This is the value of the Heading to keep the answer focused. It is easy to drift away from the key points requested by Management. The health store needs ales people to give them the right advice and want to know more about sales point of supplements That is also why the Learning Plan has submission dates that enable you to see feedback before submitting the next report. Commented [C4]: A good example. b. Identify one internal customer relationship. Briefly describe the needs and wants of that customer. Jessica's relationship to Upper management Jessica needs to feel like part of the team as she feels excluded from team leader up she wants management to communicate better with the employees. Martin (2007) states that \"I often find that when I look the other person in the eyes and ask them something I get far more than I ever would over e-mail.\" Commented [C5]: Well done. This is a good place for a reference / quote to support your ideas. John: Customers wanting to deal with same individual each time they deal with the business. Understandably the customer would feel much better dealing with the same person but due to John being the supervisor he cannot dedicate his whole day to just responding to customers as he has a team to manage. (100 words) Commented [C6]: This answer has a Part A and Part B. Not sure what this paragraph is for. LA019807 Assessment 1, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015 1 (a) The resource limitation is that of one person doing multiple persons work it would not allow John to provide quality supervision and direction to his team. So if he was to be the only person they dealt with this would not only increase his workload it would have a flow effect to his team. Company would have to look at creating a role just for the reason which may not justify cost spend. (b) The way I would look to resolve this issue would be run some development workshop type activities to familiarise dispatch workers with customers' requirements. This way regular customers can be dealt with promptly and not have to re explain their requirement each visit. Commented [C7]: Well described Stephen. Commented [C8]: Good Task 2 a) Activity Standard to be met Actions to ensure standard is met Establish a Complaints log All complaints to be noted in Complaints log 1. Train employees in what is expected on receipt of a complaint 2. Ensure the complaint log is keep in a set location Good You are on the right track. Remember an Action is measureable like running 100 mtrs in 10 seconds. We can see if we are under of over performing. 3. Review Complaint log weekly Commented [C10]: 4. Corrective actions to combat complaints Weekly It was Peter Drucker who said, \"if you can't measure it, you can't manage it\" (McManus, 2013) b) 2 Commented [C9]: LA019807 Assessment 1, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015 eg Train staff at monthly sessions. Commented [C11]: A good design. Easy to follow and complete. c) Commented [C12]: A very thorough answer Stephen (a) The differences between coaching and mentoring are as listed below. Mentors usually have an ongoing relationship that can last a substantial amount of time, whereas coaching generally has a set timeframe. Mentors take a broader view of a person's development whereas Coaches focus on specific areas/issues Mentors focus on career/personal development; Coaches generally focus on issues or problem areas. Having a mentor is usually a more informal thing as you will seek advice /guidance as required, Having a coach is generally more structured and meeting are scheduled on a regular basis b. Coaching would be my choice of process in this case to implement change and help employees meet customer needs. The coach can focus on issue/development areas of concern and follow up regularly to ensure they are be addressed. It's also can be time based so can review at set intervals to measure success. \"Job shadowing is a type of on-the-job employee job training in which a new employee or an employee desiring to become familiar with a job, follows and observes a trained and experienced employee.\" (Heathfield, 2013) LA019807 Assessment 1, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015 3 Commented [C13]: A good start. Now describe 'specifically' what the process will look like. The Manager needs some value, that is why they ask for a business report. (b) Task 3 Commented [C14]: Well done a) 4 LA019807 Assessment 1, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015 b) John recalled an occasion where a customer provided feedback about their specific needs in relation to an appointment. The customer asked to be contacted to change the time of the delivery but no one followed up. The customer was distressed that they needed to cancel another appointment to ensure they were available to take delivery at the original appointed time. This result may have lead the customer to loose fair and trust in the company and may have chosen to do business elsewhere Commented [C15]: Gerstner & Libai (2006) \"Misleading practices ... can hurt long-term profits if customer defections increase as a result.\" Commented [C16]: c) Surveys are good form of seeing through the eyes of your customers and a good opportunity for them to voice concerns or issues in regards to customer service. Management can review at their discretion and implement controls action to prevent reoccurrence. LA019807 Assessment 1, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015 Good 5 d) Employee feedback forms are also a good way of seeing what is happening in regards to customer service as the employees are the one doing the wheeling and dealing and are predominately the ones that's have to try rectify issues as they occur. To keep the customer happy so there input should be highly regarded. BIBLIOGRAPHY (or REFERENCE LIST) Gerstner, E. & Libai, B. (2006), \"Why Does Poor Service Prevail?\" Marketing Science, 25(6), pp. 601-603 Heathfield, S. (2013), Job shadowing is effective on-the-job training, Viewed x May 201x, http://humanresources.about.com/od/training/g/job-shadowing.htm Martin, C, (2007) The Importance of Face-to-Face Communication at Work. http://www.cio.com/article/29898/The_Importance_of_Face_to_Face_Communication_at_W ork McManus, G. Branching out [online]. Management Today, Mar 2013: 24-27. 6 LA019807 Assessment 1, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015 Commented [C17]: BSBCUS501: Assessment 3 It is essential that you read the Unit Assessment Guide before completing this assessment. What you have to do Using the same organisation you reviewed in Assessment 2, complete the following tasks. The suggested word count (where shown) after each question is an indication only. You should try to provide specific answers to each question in a short succinct manner ensuring you communicate all relevant information. In preparing your answers to the following Tasks, please use the Task number and part as your heading. eg: Task 1 (a), Task 1(b), etc. Task 1 Strategies to monitor your organisation's quality progress could include techniques such as: Databases and other controls to record and compare data over time Electronic feedback mechanisms using intranet, internet and email Feedback forms and other devices to enable communication from customers Long-term or short-term plans for monitoring achievement and evaluating effectiveness Policies and procedures Questionnaires, surveys and interviews Training and development 1. Choose a strategy from your chosen organisation and outline how one of the techniques above could be used to monitor progress in providing quality customer service to the agreed standard. (150 words) 2. Discuss how you would obtain and effectively use resources to support the chosen strategy in providing quality customer service (200 words) Task 2 1. How does the organisation use feedback to solve complex problems and improve its provision of products and services? (200 words) LA019809 Assessment 3, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015 1 2. Outline an approach you might use to overcome problems in the delivery of quality customer service. With whom would you consult in developing this approach? Show how this/these person/people would help you overcome problems in delivering quality customer service. (300 words) 3. How does the organisation manage records, reports and recommendations within its systems and processes? (150 words) Checklist I have: 2 Clearly identified my answers Included a bibliography Included my name, student number, unit number, assessment number Reviewed and spell checked my document Saved a copy on my own computer. LA019809 Assessment 3, Unit BSBCUS501, Ed 2 New South Wales Technical and Further Education Commission, 2015 (TAFE NSW - WSI), Archive version 1, November 2015