BSBCUS501 Assessment 1

Family name Pankaew Given name(s) Paisan
Student ID MSS80170117 Trainer’s name Robert Katrib
Class day/time
Unit code Due date

BSBCUS501
Assessment type Assignmen Othe Please specify


Please tick one box t r
Assessment # 1 Attempt #
Declaration
I certify that:
This assessment is my own work, based on my personal study and/or research;
I have acknowledge all material and sources used in the preparation of this assessment;
including any material generated in the course of my employment;
If this assessment was based on collaborative preparatory work, as approved by the
teachers of the unit, I have not submitted substantially the same final version of any
material as another student;
Neither the assessment, nor substantial parts of it, have been previously submitted for
assessment in this or any other institution;
I have not copied in part, or in whole, or otherwise plagiarized the work
of other students; I have read and I understand the criteria used for
assessment;
The assessment is within the word and page limits specified in the unit outline;
The use of any material in this assessment does not infringe the intellectual property/
copyright of the third party;
I take full responsibility for the correct submission of this assessment in the appropriate
place with the correct cover sheet.
Signature Date / /
This coversheet is for use with all assessments submitted to Moodle and for hardcopies handed in to trainers.
MARKER’S COMMENTS GRADE
BSBCUS501 Assessment 1 Version: v2.0 Page 1 of 8

TMSS | www.tmss.edu.au Developed by: Michael Buhagiar - Issued: 23 May 2018
RTO Materials
Uncontrolled versions when printed Approved by: CEO Review: July 2019
BSB50215 Diploma of Business
BSBCUS501 Manage quality customer service
Assessment 1
Submission details
This assessment task must be submitted online by the due date specified by your
Trainer/Assessor and Assessment Plan for this unit of competency. Any variations to this
arrangement must be approved in writing by your assessor.
Submit a file with the required evidence attached as per
 Specifications below
 Acknowledgement of original work, free from plagiarism as per Assessment Plan
 Special needs (considerations if required see Access & Equity Policy)
 Naming document files when submitting assessments (check Assessment Plan)
 Identifying the Unit, Assessment Number, student name, student number, date and page
number (preferably) in the Footer
 Assessor’s additional and particular instruction/s.
Specifications
You must submit 1 electronic document and upload in Moodle.
 BSBCUS501 – Assessment 1 – <Paisan Pankaew > – <MSS80170117 >

RTO Materials
Performance objectives
To provide an opportunity to:
• investigate, identify, assess, and include the needs of customers in planning processes
• ensure plans achieve the quality, time and cost specifications agreed with customers
Case Study: Pret A Manger
Pret A Manger is an international sandwich shop chain based in the United Kingdom, commonly referred to simply
as "Pret". Founded in 1983, Pret currently has approximately 500 shops in nine countries.
Pret head office staff have to work two weeks in a shop before they take up their duties. This trial period is an
important part of Pret culture. Each team makes the sandwiches it sells and they like to have a say in the
selection of new team members. The success of a shop totally depends on teamwork. To make the point, the
entire team receives a bonus worth about £30 a week if the shop scores well in the weekly ‘mystery shopper’
report. Under-performers stand out and teams don’t want them. In a sense there is a social contract
between members of a team rather than between the company and each employee.
The culture of frequent, objective feedback is very strong. Besides the mystery shopper, stores are regularly
audited financially, for health and safety, hygiene and food quality. Managers receive annual 360-degree
feedback, which is not related to their pay, but is used as a means of self-development.
Whenever a team member is mentioned in one of the hundreds of positive customer letters that are
wallpapered in Pret reception, they receive a prestigious Tiffany star to wear on the uniforms as well as a
mention in the Pret Star newsletter. Everyone in head office works at least one day in sixty making
sandwiches and serving customers and all the trainers, both in-store and at HQ, have worked their way up
through the ranks.

RTO Materials
The feedback culture is matched by one of individual recognition and team rewards. Bruce Robertson, Pret’s
Head of HR, says that the number one reason for their success is the company’s attitude towards their people
– “They’re individuals! You have to allow them to express their own personality.” Ewan Stickley, Head of
Training agrees. He recalls when he was a manager in a Pret store that the nicest thing anyone said to him
was “I like coming here because I get served by human beings.”
The staff salaries are above average in food retail and a package of bonuses, benefits, training and career
progression make it attractive for good staff to remain with the company. One example of this seemed very
valuable – whenever a team member graduates through one of the training programs the company runs, they
are given £50 of vouchers to give away to other team members who helped them with their training. Perhaps
as a consequence of all this, team member turnover is around 90% a year – which sounds awful but is very
impressive compared to an industry average of 250-280% – and a turnover among managers of around 14%.
In a Times newspaper survey of the best companies to work for in the UK, based on employee feedback, Pret
came 10th, ahead of some very well-known blue-chip companies.
There is endless attention to detail. Every sandwich has to be picture perfect. Team members reject a lot of
sandwiches and ingredients during the day. Every person on the team is trained in how to weigh out the
ingredients, to follow hygienic practices, how to follow the recipe cards to make the sandwiches.
They make the sandwiches incredibly quickly. There’s a real rush, accompanied by a loud radio beat, to get
enough sandwiches out in time to open the shop. The baristas are also experts A couple of customers were
obviously well known to the staff because it seemed as though the barista had made their coffee before they
asked for it. The rule is that each coffee has to be served within sixty seconds of the order. When the busy
bell rings, people come up from the kitchen and get to work behind the tills, smiling and greeting each
customer in a really friendly way. The store manager, Anson Read, himself a five-year Pret veteran, says: “At
the end of the day, all we do is sell sandwiches. What really matters is the service. People can see through
the image – they judge you by what you do.”

RTO Materials
Assessment 1a
i. List five (5) appropriate research methods that Pret A Manger could use to investigate customer
needs.
Five appropriate methods that Pret A Manger could use is

 Social Media
 Verbal discussion with customers
 Employ a research company
 Mystery shopper another way to get feedback from customers
 Questionnaire/survey targeting questions to better understand customer needs.
ii. Provide an overview of the RATER model of assessment. (50-80 words)
The RATER model is a method used or is a business tool, to help measure customer
satisfaction or customer expectation. The RATER model emphasises 5 areas that
customers think are important. Reliability, Assurance, Tangibles, Empathy &
Responsiveness.

RTO Materials
iii. Imagine that Pret A Manger wants to open its first store in Australia. Provide a SWOT analysis to help
them do this. You must discuss at least three (3) items in each category: (50-80 words)
Strengths:
 Fresh and health food prepared daily.
 Popular store location, Sydney CBD easy access to public transport, walk in customer
Weaknesses:
 Competition from surrounding café.
 Too expensive for lunch time customers
 More expensive overheads, Reinsurance etc.
Opportunities:
 Increase in the number of vegetarian consumer
 Larger number of people in CBD
 Potential to positively impact the market that will allow for a second store
 Many consumers of multicultural background
Threats:
 Competition from surrounding café
 CBD construction (light rail project)
 Not meeting the same standards as known overseas


RTO Materials
Assessment 1b
i. A customer paid $300 dollars for a pair of bedside cabinets. When she received them, they were not the
colour she expected them to be and one had a dent in the side. After phoning the store she bought them
from, she was told that if she wanted the colour that was on display in the store it would be an extra $20
dollars and she would need to pay shipping and handling fees to return the cabinets she had received
back to the manufacturer. Furthermore, the damage could not be rectified because ‘it must have been
the courier's fault’.
Do you think this situation demonstrates quality of product and service? Justify your answer. (50-80
words)
Not demonstrates quality of product and service. The service is not a good standard if
the customers expectations have not been met. The customer was told that she had to return
the product at her own expense to the manufacturer. The staff member did not offer the
customer ant opportunity to investigate where or how the cabinet got the dent. The customer
was not given an apology for the problem or a solution.
There was not opportunity for the customer to compromise with the staff member, no
opportunity to negotiate an appropriate plan of action to rectify this situation with her to at
least arrive at a win-win situation.


RTO Materials
ii. Visit the Australian Competition and Consumer Commission website
https://www.accc.gov.au/business/pricing-surcharging/displaying-prices [accessed Dec 2017]. Write an
overview of the requirements for two-price comparison advertising. (80-100 words)
Businesses often make comparisons between product prices being charged and:
 the company's previous pricing (including 'was/now' or 'strike through' pricing or by specifying a
particular dollar amount or percentage saving)
 the 'cost' or wholesale price
 the competitor's price
 the recommended retail price (RRP).
Businesses that use such statements must ensure that consumers are not misled about the savings that may
be achieved.
Statements such as 'Was $150/Now $100' or '$150 Now $100' are likely to be misleading if products have not
been sold at the specified 'before' or 'strike through' prices in a reasonable period immediately before the
sale commences.
Such statements are also likely to be misleading if only a limited proportion of a product's sales were at the
higher price in the period immediately before the sale commences. The volume or proportion of sales that
may result in such statements being misleading will depend on the circumstances of each case.
The length of the period will depend on factors such as:

 the type of product or market involved
 the usual frequency of price changes.
If a business has a policy or practice of discounting goods when not on sale and uses two-price advertising in
relation to sale periods, there is a significant risk that the use of two-price advertising will involve conduct that
is misleading. The business would be representing to consumers that they will make a particular saving if they
purchase the item during the sale period, when this is not necessarily the case.

RTO Materials

BSBCUS501 Assessment 1

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

BSBCUS501 Assessment 1

Uploaded by

Copyright:

Available Formats

Family name Pankaew Given name(s) Paisan

Student ID MSS80170117 Trainer’s name Robert Katrib

Unit code Due date

Assessment type Assignmen Othe Please specify

MARKER’S COMMENTS GRADE

BSBCUS501 Assessment 1 Version: v2.0 Page 1 of 8

BSBCUS501 Manage quality customer service

 BSBCUS501 – Assessment 1 – <Paisan Pankaew > – <MSS80170117 >

BSBCUS501 Assessment 1 Version: v2.0 Page 2 of 8

Case Study: Pret A Manger

BSBCUS501 Assessment 1 Version: v2.0 Page 3 of 8

BSBCUS501 Assessment 1 Version: v2.0 Page 4 of 8

Five appropriate methods that Pret A Manger could use is

ii. Provide an overview of the RATER model of assessment. (50-80 words)

BSB50215 Diploma of Business

BSB50215 Diploma of Business

BSBCUS501 Assessment 1 Version: v2.0 Page 6 of 8

BSB50215 Diploma of Business

BSBCUS501 Assessment 1 Version: v2.0 Page 7 of 8

The length of the period will depend on factors such as:

BSBCUS501 Assessment 1 Version: v2.0 Page 8 of 8

You might also like