BSBOPS505 - Assessment Task 3 v2.1

Assessment
Task 3
Manage organisational
customer service
BSBOPS505
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
I have correctly referenced all resources and reference texts throughout these assessment tasks.
I have read and understood the assessment requirements for this unit
I understand the rights to re-assessment
I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Jidapa Champanet
Student name
Student ID 87615
number
Date
Student
signature
3 20/08/2023
Task Number
BSBOPS505 - Manage organisational customer service V3 2021 Page 2

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
Student requested reasonable adjustment for the assessment
Marking Sheet Comments Y N D

N
S
Completed successfully
Did the student satisfactorily:
The student has satisfactorily completed

and submitted the following:
● Strategy to monitor progress in

achieving product and/or service targets
in Task 3.1A
● Examples of implementation of the

monitoring strategy in Task 3.1A
● Questionnaire developed to obtain

customers' feedback in Task 3.1B
● A strategy to provide professional

development in customer service
practices for the customer service team
in Task 3.1C
● A plan to procure the resources needed

to implement the strategy (about

N
S
professional development) in Task 3.1C
● Examples of how to use resources

effectively to provide quality products
and services to customers based on a
given scenario in Task 3.1C
● Meeting minutes of consultation with

pertinent stakeholders in Task 3.2
Demonstrated ability to:
● Identify and procure resources required

to address customer service
requirements
This is evidenced by:

in Task 3.1C



N
S
● Monitor team performance and assess

against the organisation's quality and
delivery standards
● Develop and use strategies for

monitoring progress against product and
service targets and standards

in Task 3.1A

● Develop and use strategies for obtaining

customer feedback on the provision of
product and service

● Adapt delivery of customer product and

service in consultation with relevant

N
S
individuals and groups

● Manage records, reports and

recommendations within the
organisation's systems and processes

in Task 3.1A



in Task 3.1C


N
S


When collaborating with the group, the

student has actively participated in group
work with a substantial contribution that
can be assessed individually for all the
requirements of this task.
Task Outcome: Satisfactory Not Yet Satisfactory
Student Name:
Assessor Name:
Assessor Signature:
Date:

Table of Content
Task 3 – Monitoring and support strategies 6

Task 3.1 Monitoring strategies 8
Task 3.2 Decision making on customer service improvement 12
References 14
Task 3 – Monitoring and support strategies
Task summary and instructions
What is this This taks builds on Task 2 where policies and procedures are also
assessment task provided.
about?
You are a customer service manager working for Innovative Widgets.
The board at Innovative Widgets is pleased with the work you have
performed to address some of the customer service problems in the
organisation. Mary is performing better in her role and feeling more
confident. Yore Mine continues to purchase their widgets from
Innovative Widgets.
At this stage, the board would like you to take some steps to improve
the organisation-wide delivery of customer service. They would like
some specific targets developed to measure the performance of the
customer service team. They would also like to monitor customer
satisfaction levels and then recommend any changes required to

improve the delivery of customer service at Innovative Widgets.
This task comprises of the following assessment methods:
o Product-based
o Direct observation of Role-Play
o Case Study
o Other (specify)
It has been designed to evaluate your ability to/competency in:
● Identify and procure resources required to address customer

service requirements
● Monitor team performance and assess against the organisation's

quality and delivery standards
● Develop and use strategies for monitoring progress against

product and service targets and standards
● Develop and use strategies for obtaining customer feedback on

the provision of product and service
● Adapt delivery of customer product and service in consultation

with relevant individuals and groups
● Manage records, reports and recommendations within the

organisation's systems and processes
You are required to address the following:
● Task 3.1 Monitoring strategies:

Develop and use strategies to:
▪ Monitor progress in achieving product and/or service

targets and standards
▪ Obtain customer feedback to improve the provision of

products and services
▪ Develop, procure and use resources effectively to provide

quality products and service to customers
● Task 3.2 Decision making on customer service

improvement:
o Address a scenario and make decisions to overcome problems

and adapt customer services, products, and service delivery in
consultation with pertinent stakeholders.
Although the assessment requires group collaboration to simulate a

work environment, the assessment submission is individual, and it will
be marked as such.
What do I need to do ● submit the completed assessment tasks, according to instructions,

to complete this task
satisfactorily?
● complete the tasks with sufficient detail and present them in a
professional manner,
● use your own words and reference sources appropriately,
● meet the word count where required,
● use the scenario provided,
● use the templates provided where required,
● for your performance to be deemed satisfactory in this

assessment task you must satisfactorily address all of the

assessment criteria,
● if part of this task is not satisfactorily completed you will be asked

to complete further assessment to demonstrate satisfactory
performance.
Specifications You must deliver/participate in:
● Consult with a group of students who will play the role of

pertinent stakeholders in the organisation to determine remedial
actions to address customer service-related issues.
You must submit to GOALS
● Strategy to monitor progress in achieving product and/or service

targets
● Examples of implementation of the monitoring strategy
● Questionnaire developed to obtain customers' feedback
● A strategy to provide professional development in customer

service practices for the customer service team
● A plan to procure the resources needed to implement the strategy

(about professional development)
● Examples of how to use resources effectively to provide quality

products and services to customers based on a given scenario
● Meeting minutes of consultation with pertinent stakeholders
Resources and • Computer with Internet access

equipment • Access to Microsoft Office suites or similar software
• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission You will be provided feedback on your performance by the Assessor.

opportunities The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide
you written feedback along with guidance on what you must
undertake to demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You have the
right to appeal the outcome of assessment decisions if you feel that
you have been dealt with unfairly or have other appropriate grounds
for an appeal. You are encouraged to consult with the assessor prior
to attempting this task if you do not understand any part of this task
or if you have any learning issues or needs that may hinder you when
attempting any part of the assessment.
Complete the following activities:
Task 3.1 Monitoring strategies
Develop and implement strategies to:
● Monitor progress in achieving product and/or service targets and standards
● Obtain customer feedback to improve the provision of products and services

● Use resources to provide quality products and service to customers
See and use the templates and instructions provided below:
a) Monitor progress in achieving product and/or service targets and standards
1. Develop a strategy to monitor progress in achieving product and/or service targets (Template
1).
Template 1 - Progress in achieving product and/or service targets and standards
Monitoring Mystery shoppers

tools/medium and
Social media monitoring
techniques.
Customer review
List 3-5 monitoring tools/medium and Use of customer relationship management

techniques such as mystery shoppers,
data mining and analysis; social media
monitoring; customer review; use of
CRM etc…
KPIs Area/Factor KPI
Call handling time How fast you are answering each call
Develop 1 KPI for each one of the Complaint handling End each call less than 10 mins
areas listed in the table on the right.
time
Adherence to The number of consumer complaints

customer service concerning need treatment.
policy and procedures
Customer satisfaction 90% of customer satisfaction

rate
Customer 82% of client’s retention

retention/loyalty
Data entry (order Data input at least 2 hours

taking)
Staff turnover Improvement 20%
Positive review 1-5 4.5 above the preserve rating

stars on
productreview.com.a

u
Monitoring – Frequency Area/Factor Frequency
Sales Every day

Determine the frequency to monitor Customer satisfaction Every 7 days
the customer service-related area listed
on the right.
Data entry Every 7 days
Call handling time Every 7 days
Budget This project is not requesting a budget because it was formerly

included in the last budget practices.
Determine a proposed budget to

implement the monitoring strategy.
Include 3 key cost items of the budget.
2. Provide a practical example of how to use the monitoring strategy for each described
scenario below to monitor progress in achieving product and/or service targets and standards:
Scenario Practical example of the monitoring strategy
A competitor has just entered The related organisation must recognise the customers’ needs
the Australian market, selling first by reviewing customers' needs as a mystery shopper. Then
the same product with an the reporter organisation was able to bring product originality
aggressive discount strategy in their organisation and provide a better discount rate to the
(10% discount for each customer.
product).
Three new team members Three members will put some boost in the customer service
have joined the customer team of the related organisation by which the service team
service team. could provide a better solution to customer’s request.
Innovative Widget has just Innovative widget has already developed product from
launched a new product household goods. In this case, their customer service team
(Product Alpha) with a target must put some more strength on this case for revenue
to achieve one million dollars generation.
in sales in 6 months since
launch by advertising to
existing customers only.

Scenario Practical example of the monitoring strategy
The board would like to Before innovative widget planned that they would complete
achieve the following target: 40% of existing customers but now they have planned to
60% of existing customers re- complete 60%. So, they must boost their performance by
ordered with Innovative solving customer’s request on time and provide more
Widgets 4 times every three reasonable support to them.
months.
b) Obtain customer feedback to improve the provision of products and services
Develop a questionnaire to obtain customer feedback to improve the provision of products and
services at Innovative Widgets.
The questionnaire must be developed as follows:

● 6 questions (using four or more of the question types listed below)
o 1 open question
o 1 multiple choice question (3 choices)
o 1 leading question
o 1 importance question
o 1 dichotomous question
o 1 rating question
o 1 buying propensity question
o 1 likert
See useful link: https://www.flatworldsolutions.com/research-analysis/articles/different-types-

questionnaires.php
● Cover 3 or more of the following topic areas:

o Customer satisfaction
o Propensity to buy Innovative Widgets Products
o Quality of customer service
o Delivery (speed)
o Repeat orders
o Recommend Innovative Widgets to colleagues/friends
Record the questions below:

Question
1 Are you satisfied with innovative widget’s customer service?
2 Do you think that product delivery speed of Innovative widget is satisfactory?
3 What Innovative widget product would you recommend to your colleagues?
4 How pleased are you with the innovative widget's productivity and service
availability?
5 Which product are you willing to buy from Innovative widget?
6 Are you able to place your recurring order repeatedly?
c) Procure resources to provide quality products and service to customers
1. Develop a strategy to provide professional development in customer service practices for the
customer service team. The strategy must address:
● Latest customer service techniques
● Use of CRM
● Conflict management/Handling of complaints
● Team building
● Work-life balance
And
● Costing
● Timelines to implement the strategy
(80-120 words)
(Example: formal and informal training, mentoring, team building activities, flexible work
arrangements etc.)
Strategy:
In term of handling conflict management, innovative widgets should control the most recent

CRM technique for measuring consumer feedback. Innovative widget has added three
additional persons to customer service team, making their staff more balanced than before.
The budget for Innovative Widget was $85000 and they must not over their budget, as well
as improve their company strategy over the next five years. Innovative widgets should keep
work-life balance management so that they can create new items while also answering client
questions.
2. Develop a plan to procure the resources needed to implement the strategy.

Include information on features and pricing of a new CRM that could be implemented at
Innovative Widgets.
(50-100 words)
Plan:
Innovative widget plan is merged in the purchasing entity's Annual Procurement Plan, must
explain, specify, and complete a purchasing project. This should include a $ 10,000
consumer feedback means that makes use of CRM technologies. In this instance, the
company's management must guarantee that suitable CRM technology is organised
throughout the firm.
3. Provide a practical example of using resources effectively to provide quality products and
services to customers for each scenario below.
Scenario Practical Example
Team building When staff is involved in informal meetings and gathering, they
will work as a team to resolve the issues by giving a better
customer service experience.
New CRM It is the updated CRM system that would help to increase
speed, giving customer care agent to guide consumers faster.
The new CRM is easy to use, and the training sessions are
short.

Scenario Practical Example
A guest speaker to talk Consumers will receive better service since the staff will learn
about handling demanding how to manage stimulating situations.
customers.
Visit the site of a company It helps the firm develop and upgrading its procedures and
that is renowned for best systems. The new competitor might make more money then,
practices in customer the firm should think whether they should follow suit.
service.
Task 3.2 Decision making on customer service improvement
Meet with a group of classmates. The classmates will play the roles of pertinent stakeholders in the
organisation:
● Manufacturing manager
● Warehouse manager
● Sales manager
● HR manager
1. Discuss the scenarios below and, in consultation with the stakeholders, make decisions to
overcome problems and adapt customer services, products, and service delivery.
2. Write the meeting minutes of the consultation as evidence of your meeting (Template 2).
Scenario A
A competitor has just entered the Australian market, selling the same product with an aggressive
discount strategy (10% discount for each product). How can you compete against such an aggressive
campaign? How can you adapt your customer service, products and service delivery to:
● Compete on quality of customer service
● Keep your customer base
● Reinforce the message that you are a reliable and quality supplier
● Increase the speed of delivery (now it is three days guaranteed)
● Cut the operational cost by 10% to match the price of the competitor if needed

Consult with the stakeholders and record 3 key decisions that you can make today to address the
scenario.
Scenario B
3 new team members have joined the customer service team. They need appropriate induction and
training. Consult with the stakeholders and record 3 decisions that you can make today to properly
induct and train the new team members to perform according to the standards required.
Scenario C
Innovative Widget has just launched a new product (Product Alpha) with a
target to achieve one million dollars in sales in 6 months since launch by
advertising to existing customers only.
Product alpha is a widget developed using 3D printing technology to

customers' specifications (see the picture on the left as an example).
Consult with the stakeholders and create a tagline for the product.
Template 2 – Meeting Minutes

Date 11/11/2023
Location Innovative Widgets Boardroom
Attendees
●Manufacturing manager - Jidapa Champanet
●Warehouse manager - Sam
●Sales manager - May
●HR manager - Em
Summary of 1. Must keep continuous communication with stakeholders 24/7.

discussion 2. Must give sufficient training to the customer service staff through which they may
manage client’s inquiries properly.
Scenario A.
3. A weekly meeting with clients is required to assess their request.
Record 3 key
decisions that you
can make today to
address the
scenario.

(30-50 words)
Summary of 1. Three team members will be adjusted by right training process by HR

discussion managers.
Scenario B .
2. Provide knowledge training sessions to them by which they could handle
Record 3 customers inquiries well.
decisions that you
3. Must arrange a discussion session with stakeholders to know their
can make today to
concern.
properly induct
and train the new
team members to
perform according
to the standards
required.
(30-50 words)
Summary of - The tag line should be short.

discussion - We need to talk about quality both in terms of products and firm.
Scenario C.
Record tag line

for the product.
(30-50 words)
References
Please include your references below:
(Please refer to this referencing guide if needed or speak to your trainer for any specific referencing
requirements for this assessment)


BSBOPS505 - Assessment Task 3 v2.1

Uploaded by

Document Information

Original Description:

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

BSBOPS505 - Assessment Task 3 v2.1

Uploaded by

Copyright:

Available Formats

Assessment

BSBOPS505 - Manage organisational customer service V3 2021 Page 2

For Trainer and Assessor to complete:

Student requested reasonable adjustment for the assessment

Marking Sheet Comments Y N D

Did the student satisfactorily:

The student has satisfactorily completed

● Strategy to monitor progress in

● Examples of implementation of the

● Questionnaire developed to obtain

● A strategy to provide professional

● A plan to procure the resources needed

BSBOPS505 - Manage organisational customer service V3 2021 Page 3

Did the student satisfactorily:

professional development) in Task 3.1C

● Examples of how to use resources

● Meeting minutes of consultation with

Demonstrated ability to:

● Identify and procure resources required

This is evidenced by:

● A strategy to provide professional

● A plan to procure the resources needed

● Examples of how to use resources

Demonstrated ability to:

BSBOPS505 - Manage organisational customer service V3 2021 Page 4

Did the student satisfactorily:

● Monitor team performance and assess

● Develop and use strategies for

This is evidenced by:

● Strategy to monitor progress in

● Examples of implementation of the

Demonstrated ability to:

● Develop and use strategies for obtaining

This is evidenced by:

● Questionnaire developed to obtain

Demonstrated ability to:

● Adapt delivery of customer product and

BSBOPS505 - Manage organisational customer service V3 2021 Page 5

Did the student satisfactorily:

individuals and groups

This is evidenced by:

● Meeting minutes of consultation with

Demonstrated ability to:

● Manage records, reports and

This is evidenced by:

● Strategy to monitor progress in

● Examples of implementation of the

● Questionnaire developed to obtain

● A strategy to provide professional

● A plan to procure the resources needed

BSBOPS505 - Manage organisational customer service V3 2021 Page 6

Did the student satisfactorily:

professional development) in Task 3.1C

● Examples of how to use resources

● Meeting minutes of consultation with

When collaborating with the group, the

Task Outcome: Satisfactory Not Yet Satisfactory

BSBOPS505 - Manage organisational customer service V3 2021 Page 7

Task 3 – Monitoring and support strategies 6

Task 3 – Monitoring and support strategies

Task summary and instructions

You are a customer service manager working for Innovative Widgets.

BSBOPS505 - Manage organisational customer service V3 2021 Page 8