BSBCUS403B Implement Customer Service Recommendations Report 
Customer Service Recommendations Report
Executive summary
The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World. It should be noted that performance management has not been carried out so far this financial year which has no doubt prompted, at least in part, this investigation and the following report. The first quarter data of the 2012 financial and all data available pertaining to customer service operations will be considered.
1 Introduction
1.1 Purpose
The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World and make recommendations for systematic improvement to standards.
1.2 Scope
Recommendations to be based on customer service performance data, first quarter sales organisation wide and balanced scorecard summary.
1.3 Method
The information used in this report was provided by various departments including customer service, sales and accounting.
1.4 Limitations
Recommendations made for the express purpose of enhancing customer service.
1.5 Assumptions
It is assumed that while improvements will be recommended in this report they will not contain wholesale changes to staff or procedure but rather expand on and enhance the company’s mission, vision and values as they pertain to serving our customers and bolster the current customer service ideology.
1.6 Background
The principles of the customer service system are as follows:
Demonstrated customer focus: striving to establish an objective, research-based, clear understanding of customer needs and customer expectations (to develop standards) maintaining product quality in terms of customer expectations and perceptions striving to meet and exceed customer expectations.
Continuous improvement of operational processes and regular evaluation of performance against customer expectations. The organisation follows the Plan‑Do‑Check‑Act cycle of continuous improvement.
Supplier
Executive summary
The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World. It should be noted that performance management has not been carried out so far this financial year which has no doubt prompted, at least in part, this investigation and the following report. The first quarter data of the 2012 financial and all data available pertaining to customer service operations will be considered.
1 Introduction
1.1 Purpose
The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World and make recommendations for systematic improvement to standards.
1.2 Scope
Recommendations to be based on customer service performance data, first quarter sales organisation wide and balanced scorecard summary.
1.3 Method
The information used in this report was provided by various departments including customer service, sales and accounting.
1.4 Limitations
Recommendations made for the express purpose of enhancing customer service.
1.5 Assumptions
It is assumed that while improvements will be recommended in this report they will not contain wholesale changes to staff or procedure but rather expand on and enhance the company’s mission, vision and values as they pertain to serving our customers and bolster the current customer service ideology.
1.6 Background
The principles of the customer service system are as follows:
Demonstrated customer focus: striving to establish an objective, research-based, clear understanding of customer needs and customer expectations (to develop standards) maintaining product quality in terms of customer expectations and perceptions striving to meet and exceed customer expectations.
Continuous improvement of operational processes and regular evaluation of performance against customer expectations. The organisation follows the Plan‑Do‑Check‑Act cycle of continuous improvement.
Supplier