hfhf
Assessment Description
BSBCUS501C
Manage quality customer service
ASSESSMENT 1: CASE STUDY ANALYSIS I – CUSTOMER REQUIREMENTS AND QUALITY STANDARDS
(50%, Due in Week 4) Submission details
This Assessment Task is due on the LAST CLASS of WEEK 4. Any variations to this arrangement must be approved in writing by your assessor.
Submit a printed version of this document with any required evidences attached.
Submission Date/s _______________ ___________________________
Submission Number 1 2
Student’s Name ___________________________________________
Student Number __________________________________________
Assessor’s Name ___________________________________________
Instructions:
This is an individual project. Students will be given two case study scenarios and will have to answer a list of specifications in regards to meeting internal and external customer requirements and delivery of quality standards. Once completed, please print and submit it to your Trainer/Assessor in class.
Specifications:
CASE STUDY I
A customer service plan is initiated at DELL Computers after a customer survey identifies the following quality service gaps:
1. Delivery time of the new computers to consumers averages 1.5 days over the benchmarked standards.
2. An unknown number of phone inquiries have been missed due to the single-line phone system.
3. Repeat business represents 48%of business. This is below the required standard of 75%.
4. Customers are very happy with the price of computers. On average it is 12% lower than the competition.
Please refer to Case Study I for Specifications 1 and 2:
1. Assess the issues in the case study and give at least 2 recommendations to meet the needs of customers.
To a company, telephone and network system is very important. In case a company missed a phone call from an important client, it might be affect a large business. This is very unsecure for a company. I think a company should install a 4 lines telephone
BSBCUS501C
Manage quality customer service
ASSESSMENT 1: CASE STUDY ANALYSIS I – CUSTOMER REQUIREMENTS AND QUALITY STANDARDS
(50%, Due in Week 4) Submission details
This Assessment Task is due on the LAST CLASS of WEEK 4. Any variations to this arrangement must be approved in writing by your assessor.
Submit a printed version of this document with any required evidences attached.
Submission Date/s _______________ ___________________________
Submission Number 1 2
Student’s Name ___________________________________________
Student Number __________________________________________
Assessor’s Name ___________________________________________
Instructions:
This is an individual project. Students will be given two case study scenarios and will have to answer a list of specifications in regards to meeting internal and external customer requirements and delivery of quality standards. Once completed, please print and submit it to your Trainer/Assessor in class.
Specifications:
CASE STUDY I
A customer service plan is initiated at DELL Computers after a customer survey identifies the following quality service gaps:
1. Delivery time of the new computers to consumers averages 1.5 days over the benchmarked standards.
2. An unknown number of phone inquiries have been missed due to the single-line phone system.
3. Repeat business represents 48%of business. This is below the required standard of 75%.
4. Customers are very happy with the price of computers. On average it is 12% lower than the competition.
Please refer to Case Study I for Specifications 1 and 2:
1. Assess the issues in the case study and give at least 2 recommendations to meet the needs of customers.
To a company, telephone and network system is very important. In case a company missed a phone call from an important client, it might be affect a large business. This is very unsecure for a company. I think a company should install a 4 lines telephone