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Management Assignment Sample

Q1: Listed below are processes or principles that aim to improve customer service delivery. Complete the table below: Identify at least two examples of each of the following that aims to improve customer service delivery: Industry schemes Accreditation schemes Codes of conduct Briefly describe the purpose of each identified

Answer :
Processes or Principles That Aim to Improve Customer Service Delivery Examples of Each Process or Principle That Aim to Improve Customer Service Delivery Description of the Purpose of Each Identified Example

 

Industry Schemes

 

i. Tourism Development Loan Scheme (TAS)

ii. Australian Tourism Accreditation Program

 

Provides help to Tasmanian tourist operators in the development and improvement of tourism services and products.

Ensures that tourist enterprises achieve high standards for customer service, business processes, and compliance.

 

Accreditation Schemes

 

i. Certified Professional Restaurateur (Restaurant and Catering Australia)

ii. Green Table Australia Environmental Sustainability Accreditation

 

Recognizes restaurateurs’ expertise in business management, promoting higher service standards

Awards restaurants, cafes, and catering businesses for their efforts in reducing environmental impact.

 

Codes of Conduct

 

i. Australian Competition and Consumer Commission Codes of Conduct

ii. Voluntary Codes of Conduct

 

Provides criteria to maintain fair transactions and improve consumer protection in accordance with the Competition and Consumer Act of 2010.

Offers guidelines for businesses to align their practices with legal and ethical standards.

 

Q1: Access your workplace’s policies and procedures on empowering different levels of personnel to resolve each of the following: Complaints  Disputes Services Issues Customer Compensation Different levels of personnel refer to the organisational hierarchy in the customer service provision. The hierarchy follows this order based on authority: managers, supervisors and operational staff. Complete the table below for each level of personnel: Outline at least one policy statement Outline at least one set of procedures

Answer :
Resolving Complaints

 

Policy Statement:

 

Procedures:

 

Operational Staff: Resolve complaints promptly and escalate if needed.
Managers: Oversee and resolve escalated complaints.

 

Operational Staff: Address complaints immediately; escalate if unresolved.
Managers: Make final decisions on severe complaints; ensure policy adherence.

Resolving Service Issues

 

Policy Statement:

 

Procedures:

 

Operational Staff: Fix immediate service issues.
Managers: Address systemic issues and improve service quality.

 

Operational Staff: Resolve service issues on the spot; report persistent issues.
Managers: Analyze trends; implement improvements.

Resolving Disputes

 

Policy Statement:

 

Procedures:

 

Operational Staff: Handle minor disputes; escalate complex ones.
Managers: Address complex disputes and review dispute resolution strategies.

 

Operational Staff: Mediate disputes; escalate unresolved ones..
Managers: Make final decisions on disputes; improve resolution processes.

 

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