BSBCUS501 Manage Quality Customer Service and Facilitate Continuous Improvement
Added on 2022-10-13
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ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
ASSESSMENT INSTRUCTIONS
Overview
Prior to commencing the assessments your assessor will explain each task and the terms
and submission of your task. Please consult your assessor if you are unsure of any
questions. It is important that you understand adhere to the terms and conditions and
address each task. The assessor will support you throughout this process.
Written work
The assessment tasks are used to measure your understanding and underpinning skills and
knowledge of this unit of competency. When answering please ensure you address each
criteria and sub point, demonstrate your research of each of the questions and cover the
topic in a logical and structured manner.
Active participation
It is a condition of enrolment that you actively participate in your studies. Active
participation is completing all tasks on time. If you do not participate you will be required to
report to Student Services Coordinator.
Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and
representing them as your own. Plagiarism is a serious act and may result in a student’s
exclusion from a course. When you have any doubts about including the work of other
authors in your assessment, please consult your trainer/assessor. The following list outlines
some of the activities for which a student can be accused of plagiarism:
Presenting any work by another individual as one's own unintentionally
Handing in assessments markedly similar to or copied from another student
Presenting the work of another individual or group as their own work
Handing in assessments without the adequate acknowledgement of sources used,
including assessments taken totally or in part from the Internet
If it is identified that you have plagiarised within your assessment task, then we will organise
a meeting to discuss this with you.
Copyright
You must be careful when copying the work of others. The owner of the material may take
legal action against you if the owner's copyright has been infringed. You are allowed to do a
certain amount of copying for research or study purposes. Generally, 10% or one chapter of
a book is acceptable, where the participant is studying with, or employed by, an educational
institution.
Competency Outcomes
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 1 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
ASSESSMENT INSTRUCTIONS
Overview
Prior to commencing the assessments your assessor will explain each task and the terms
and submission of your task. Please consult your assessor if you are unsure of any
questions. It is important that you understand adhere to the terms and conditions and
address each task. The assessor will support you throughout this process.
Written work
The assessment tasks are used to measure your understanding and underpinning skills and
knowledge of this unit of competency. When answering please ensure you address each
criteria and sub point, demonstrate your research of each of the questions and cover the
topic in a logical and structured manner.
Active participation
It is a condition of enrolment that you actively participate in your studies. Active
participation is completing all tasks on time. If you do not participate you will be required to
report to Student Services Coordinator.
Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and
representing them as your own. Plagiarism is a serious act and may result in a student’s
exclusion from a course. When you have any doubts about including the work of other
authors in your assessment, please consult your trainer/assessor. The following list outlines
some of the activities for which a student can be accused of plagiarism:
Presenting any work by another individual as one's own unintentionally
Handing in assessments markedly similar to or copied from another student
Presenting the work of another individual or group as their own work
Handing in assessments without the adequate acknowledgement of sources used,
including assessments taken totally or in part from the Internet
If it is identified that you have plagiarised within your assessment task, then we will organise
a meeting to discuss this with you.
Copyright
You must be careful when copying the work of others. The owner of the material may take
legal action against you if the owner's copyright has been infringed. You are allowed to do a
certain amount of copying for research or study purposes. Generally, 10% or one chapter of
a book is acceptable, where the participant is studying with, or employed by, an educational
institution.
Competency Outcomes
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 1 of 59
ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
Each activity in this assessment tasks will be marked as either Satisfactory or Not
Satisfactory.
If your work is marked as Not Satisfactory you will be provided with feedback from your
assessor and then given time to complete the task. Your assessor will provide you with a
timeline in which you will be required to submit your task. Resubmission timeline will be
determined by the assessor and based on the extent of the re-submission.
When you have completed all tasks in this document you will be granted an overall
competency outcome, which will be either Competent or Not Yet Competent.
If your work is marked as Not Yet Competent you will be asked to resubmit the assessment
tasks as indicated by your assessor. You will not be able to gain competency if any of your
tasks are not fully completed.
Assessment Appeals Process
If you are dissatisfied with the outcome of one of the assessment tasks or the final outcome
of the assessment task because you feel that the result is unfair or incorrect, you may
request to have the task/s or overall assessment task reviewed. If you are still dissatisfied
with the outcome, you may lodge a formal assessment appeal. Refer to SBTA’s
Complaints/Appeals Policy and Procedure.
Application of the unit – BSBCUS501 Manage quality customer service
The unit describes the skills and knowledge required to develop strategies to manage
organisational systems that ensure products and services are delivered and maintained to
standards agreed by the organisation. It applies to individuals who supervise the provision of
quality customer service within an organisation’s procedures framework by others. At this
level, individuals must exercise considerable discretion and judgement, using a range of
problem solving and decision-making strategies
Application of the unit – BSBMGT516 Facilitate Continuous Improvement
The unit describes the skills and knowledge required to lead and manage continuous
improvement systems and processes. Emphasis is on the development of systems and the
analysis of information to monitor and adjust performance strategies, and to manage
opportunities for further improvements. It applies to individuals who take an active role in
managing a continuous improvement process to achieve an organisation’s objectives.
Assessment matrix
The tables below demonstrate how all assessment tasks in this assessment pack contribute
to the outcomes of your learning and assessment activities.
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 2 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
Each activity in this assessment tasks will be marked as either Satisfactory or Not
Satisfactory.
If your work is marked as Not Satisfactory you will be provided with feedback from your
assessor and then given time to complete the task. Your assessor will provide you with a
timeline in which you will be required to submit your task. Resubmission timeline will be
determined by the assessor and based on the extent of the re-submission.
When you have completed all tasks in this document you will be granted an overall
competency outcome, which will be either Competent or Not Yet Competent.
If your work is marked as Not Yet Competent you will be asked to resubmit the assessment
tasks as indicated by your assessor. You will not be able to gain competency if any of your
tasks are not fully completed.
Assessment Appeals Process
If you are dissatisfied with the outcome of one of the assessment tasks or the final outcome
of the assessment task because you feel that the result is unfair or incorrect, you may
request to have the task/s or overall assessment task reviewed. If you are still dissatisfied
with the outcome, you may lodge a formal assessment appeal. Refer to SBTA’s
Complaints/Appeals Policy and Procedure.
Application of the unit – BSBCUS501 Manage quality customer service
The unit describes the skills and knowledge required to develop strategies to manage
organisational systems that ensure products and services are delivered and maintained to
standards agreed by the organisation. It applies to individuals who supervise the provision of
quality customer service within an organisation’s procedures framework by others. At this
level, individuals must exercise considerable discretion and judgement, using a range of
problem solving and decision-making strategies
Application of the unit – BSBMGT516 Facilitate Continuous Improvement
The unit describes the skills and knowledge required to lead and manage continuous
improvement systems and processes. Emphasis is on the development of systems and the
analysis of information to monitor and adjust performance strategies, and to manage
opportunities for further improvements. It applies to individuals who take an active role in
managing a continuous improvement process to achieve an organisation’s objectives.
Assessment matrix
The tables below demonstrate how all assessment tasks in this assessment pack contribute
to the outcomes of your learning and assessment activities.
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 2 of 59
ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
ASSESSEMENT TASK 1: KNOWLEDGE TEST
Assessment type:
Written Questions
Instructions provided to the student:
Assessment task description:
This is the first assessment task student has to successfully complete to be deemed
competent in the two units of competency.
The comprises written questions and activities which require students to manage quality
customer service and facilitate continuous improvement
Student must answer all the question and submit them to the Trainer/Assessor.
Student must answer all questions to the required level, e.g. provide the number of
points, to be deemed satisfactory in this task.
Trainer/Assessor is required to provide the feedback within two weeks and notify
students when results are available.
Applicable conditions:
All knowledge questions can be researched using the internet and your learner guides
but your answers must demonstrate your own understand and you must answer in your
own words.
Student must read and respond to all questions.
Student use computers to answer the questions.
Student must complete the task independently.
No marks or grades are allocated for this assessment task. The outcome of the task will
be Satisfactory or Not Satisfactory.
Trainer /assessor must assess student’s written skills and knowledge as he/she complete
this assessment task.
The trainer/assessor may ask student relevant questions on this assessment task to
ensure that this is his/her own work.
Resubmissions and reattempts:
Where a student’s answers are deemed not satisfactory after the first attempt a
resubmission attempt will be allowed.
Student may speak to their trainer/assessor if student have any difficulty in completing
this task and require additional support and guidance.
Location:
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 3 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
ASSESSEMENT TASK 1: KNOWLEDGE TEST
Assessment type:
Written Questions
Instructions provided to the student:
Assessment task description:
This is the first assessment task student has to successfully complete to be deemed
competent in the two units of competency.
The comprises written questions and activities which require students to manage quality
customer service and facilitate continuous improvement
Student must answer all the question and submit them to the Trainer/Assessor.
Student must answer all questions to the required level, e.g. provide the number of
points, to be deemed satisfactory in this task.
Trainer/Assessor is required to provide the feedback within two weeks and notify
students when results are available.
Applicable conditions:
All knowledge questions can be researched using the internet and your learner guides
but your answers must demonstrate your own understand and you must answer in your
own words.
Student must read and respond to all questions.
Student use computers to answer the questions.
Student must complete the task independently.
No marks or grades are allocated for this assessment task. The outcome of the task will
be Satisfactory or Not Satisfactory.
Trainer /assessor must assess student’s written skills and knowledge as he/she complete
this assessment task.
The trainer/assessor may ask student relevant questions on this assessment task to
ensure that this is his/her own work.
Resubmissions and reattempts:
Where a student’s answers are deemed not satisfactory after the first attempt a
resubmission attempt will be allowed.
Student may speak to their trainer/assessor if student have any difficulty in completing
this task and require additional support and guidance.
Location:
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 3 of 59
ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
Level 2 and 6 / 401 Sussex Street, Haymarket SYDNEY NSW 2000
Instructions for answering written questions:
Student must have to complete a written assessment consisting of a series of questions.
It is expected from students to correctly answer all the questions.
Answers must demonstrate an understanding and application of relevant concepts,
critical thinking, and good writing skills.
Student must concise to the point and write answers according to the given word-limit to
each question and do not provide irrelevant information.
Student must not use non-discriminatory language. The language used should not
devalue, demean, or exclude individuals or groups on the basis of attributes such as
gender, disability, culture, race, religion, sexual preference or age. Gender inclusive
language should be used.
Assessor should not accept answers copied directly from texts without acknowledgement
of the text.
Purpose of the assessment
This assessment task is designed to evaluate student’s knowledge in being able to:
outline the legislative and regulatory context of the organisation relevant to customer
service
describe organisational policy and procedures for customer service including handling
customer complaints
identify service standards and best practice models
summarise public relations and product promotion
outline techniques for dealing with customers including customers with specific needs
explain techniques for solving complaints including the principles and techniques
involved in the management and organisation of:
o customer behaviour
o customer needs research
o customer relations
o ongoing product and/or service quality
o problem identification and resolution
o quality customer service delivery
o record keeping and management methods
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 4 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
Level 2 and 6 / 401 Sussex Street, Haymarket SYDNEY NSW 2000
Instructions for answering written questions:
Student must have to complete a written assessment consisting of a series of questions.
It is expected from students to correctly answer all the questions.
Answers must demonstrate an understanding and application of relevant concepts,
critical thinking, and good writing skills.
Student must concise to the point and write answers according to the given word-limit to
each question and do not provide irrelevant information.
Student must not use non-discriminatory language. The language used should not
devalue, demean, or exclude individuals or groups on the basis of attributes such as
gender, disability, culture, race, religion, sexual preference or age. Gender inclusive
language should be used.
Assessor should not accept answers copied directly from texts without acknowledgement
of the text.
Purpose of the assessment
This assessment task is designed to evaluate student’s knowledge in being able to:
outline the legislative and regulatory context of the organisation relevant to customer
service
describe organisational policy and procedures for customer service including handling
customer complaints
identify service standards and best practice models
summarise public relations and product promotion
outline techniques for dealing with customers including customers with specific needs
explain techniques for solving complaints including the principles and techniques
involved in the management and organisation of:
o customer behaviour
o customer needs research
o customer relations
o ongoing product and/or service quality
o problem identification and resolution
o quality customer service delivery
o record keeping and management methods
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 4 of 59
ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
o strategies for monitoring, managing and introducing ways to improve
customer service relationships
o strategies to obtain customer feedback.
explain how systems and procedures can support effective continuous improvement
explain how continuous improvement systems and processes relate to other business
systems and requirements including, knowledge management, quality, performance
management and sustainability.
Resources required
student portal
trainer and assessor contact details
Learner guide (PDF format for both units of competency)
PowerPoints
Computer and Wi-Fi and Internet
Templates as required by individual assessment tasks
Self-paced learning activities
Assessment conditions
Assessment must be conducted in a safe environment where evidence gathered
demonstrates consistent performance of typical activities experienced in the management
and leadership field of work and include access to:
relevant workplace documentation and resources
case studies and, where possible, real situations
interaction with others.
And where evidence gathered demonstrates consistent performance of typical activities
experienced in the customer service field of work and include access to:
legislation, regulations and codes of practice related to customer service
business technology including workplace documentation and resources
complex customer complaints
case studies and, where possible, real situations
interaction with others.
Benchmark for Assessment
You are expected to respond to all aspects of each question and case study. In some
cases, direction is provided on the expected length of your response. These assessments
will require a Short, Medium or Long response.
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 5 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
o strategies for monitoring, managing and introducing ways to improve
customer service relationships
o strategies to obtain customer feedback.
explain how systems and procedures can support effective continuous improvement
explain how continuous improvement systems and processes relate to other business
systems and requirements including, knowledge management, quality, performance
management and sustainability.
Resources required
student portal
trainer and assessor contact details
Learner guide (PDF format for both units of competency)
PowerPoints
Computer and Wi-Fi and Internet
Templates as required by individual assessment tasks
Self-paced learning activities
Assessment conditions
Assessment must be conducted in a safe environment where evidence gathered
demonstrates consistent performance of typical activities experienced in the management
and leadership field of work and include access to:
relevant workplace documentation and resources
case studies and, where possible, real situations
interaction with others.
And where evidence gathered demonstrates consistent performance of typical activities
experienced in the customer service field of work and include access to:
legislation, regulations and codes of practice related to customer service
business technology including workplace documentation and resources
complex customer complaints
case studies and, where possible, real situations
interaction with others.
Benchmark for Assessment
You are expected to respond to all aspects of each question and case study. In some
cases, direction is provided on the expected length of your response. These assessments
will require a Short, Medium or Long response.
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 5 of 59
ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
The following is a guide to the expected number of words for each of these categories
unless otherwise indicated.
Short 50+ words
Medium 150+ words
Long 300+ words
Instructions to the students
Answer the following questions to confirm your knowledge in relation to this unit of
competency. You may refer to your learner guides and other research such as the internet
while completing the answers.
Questions:
Read all discussion points below in class with your colleagues and your trainer and assessor
and provide answers to each question below.
1.1. List two (2) legislation relevant to customer service. Briefly summarise the main
provisions of each legislation and discuss how they affect managing customer
service. (MEDIUM)
Legislation Short Description
How Does This Affect
Managing Customer
Service?
Competition
and Consumer
Act 2010,
Schedule 2
Section 18
This section deals with
deceptive or misleading
conduct to the consumers or
customers.
Fair Trading
(Australian
Consumer
Law) 1992
Section 51 This section states that
compensation in the court
can be claimed by customer
or consumer if they are
dissatisfied with the service
they receive.
1.2. List two (2) regulations relevant to customer service. Briefly explain each
legislation and discuss how they affect managing customer service. (MEDIUM)
Regulations Short Description How Does This Affect
Managing Customer
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 6 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
The following is a guide to the expected number of words for each of these categories
unless otherwise indicated.
Short 50+ words
Medium 150+ words
Long 300+ words
Instructions to the students
Answer the following questions to confirm your knowledge in relation to this unit of
competency. You may refer to your learner guides and other research such as the internet
while completing the answers.
Questions:
Read all discussion points below in class with your colleagues and your trainer and assessor
and provide answers to each question below.
1.1. List two (2) legislation relevant to customer service. Briefly summarise the main
provisions of each legislation and discuss how they affect managing customer
service. (MEDIUM)
Legislation Short Description
How Does This Affect
Managing Customer
Service?
Competition
and Consumer
Act 2010,
Schedule 2
Section 18
This section deals with
deceptive or misleading
conduct to the consumers or
customers.
Fair Trading
(Australian
Consumer
Law) 1992
Section 51 This section states that
compensation in the court
can be claimed by customer
or consumer if they are
dissatisfied with the service
they receive.
1.2. List two (2) regulations relevant to customer service. Briefly explain each
legislation and discuss how they affect managing customer service. (MEDIUM)
Regulations Short Description How Does This Affect
Managing Customer
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 6 of 59
ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
Service?
Competition
and Consumer
Act 2010,
Schedule 2
It is the Act of the Parliament of
Australia. Before 1s January of
2011, it was known as the
Trade Practices Act 1974.
It promotes fair trading as
well as competition and also
provides protection to the
rights of the consumers
getting services.
Fair Trading
(Australian
Consumer
Law) 1992
It is the national law and
enforcement system that
covers door to door sales and
services and provides
agreements, penalties,
enforcement powers and
redressing options
It states the rights of the
consumers called the
consumer guarantees which
include many rights related to
efficient management of the
customer service.
1.3. Access the Customer Service Standard Policy from Bounce Fitness
<http://bounce.precisiongroup.com.au/policies/customer-relationship-
management/>.
In your own words, identify and describe two (2) organisational policies. From
these policies, one (1) should be for handling customer complaints.
For each of these policies, identify one (1) service standard and one (1) best
practice model that apply. (MEDIUM)
Policy Description Relevant Service
Standard
Relevant Best
Practice Model
Customer
complaint
feedback
form
By customer
complaint feedback
form, the
customers will be
able to register
their complaints
related to service
and quality of
equipment to such
that they can be
noted down and
resolved soon.
High quality
equipment to be
installed and
quality training to
be provided.
In practice, apart
from providing
training through
high quality
equipment, smart
and easy exercises
to be taught so that
they practice them
at home too.
Customer
rating
Customer rating
system for the
Expert fitness
training
Comprehensive and
flexible fitness
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 7 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
Service?
Competition
and Consumer
Act 2010,
Schedule 2
It is the Act of the Parliament of
Australia. Before 1s January of
2011, it was known as the
Trade Practices Act 1974.
It promotes fair trading as
well as competition and also
provides protection to the
rights of the consumers
getting services.
Fair Trading
(Australian
Consumer
Law) 1992
It is the national law and
enforcement system that
covers door to door sales and
services and provides
agreements, penalties,
enforcement powers and
redressing options
It states the rights of the
consumers called the
consumer guarantees which
include many rights related to
efficient management of the
customer service.
1.3. Access the Customer Service Standard Policy from Bounce Fitness
<http://bounce.precisiongroup.com.au/policies/customer-relationship-
management/>.
In your own words, identify and describe two (2) organisational policies. From
these policies, one (1) should be for handling customer complaints.
For each of these policies, identify one (1) service standard and one (1) best
practice model that apply. (MEDIUM)
Policy Description Relevant Service
Standard
Relevant Best
Practice Model
Customer
complaint
feedback
form
By customer
complaint feedback
form, the
customers will be
able to register
their complaints
related to service
and quality of
equipment to such
that they can be
noted down and
resolved soon.
High quality
equipment to be
installed and
quality training to
be provided.
In practice, apart
from providing
training through
high quality
equipment, smart
and easy exercises
to be taught so that
they practice them
at home too.
Customer
rating
Customer rating
system for the
Expert fitness
training
Comprehensive and
flexible fitness
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 7 of 59
ASSESSMENT TASKS
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
system service trainers will
help to know the
quality of the
service provided by
the trainers. The
trainers will be
cautious if their
training is rated
and will be more
serious while
imparting the
service.
training session and
short duration
session that will
meet the demands
of the trainees.
1.4. Access the following organisational procedures from Bounce Fitness
<http://bounce.precisiongroup.com.au/procedures/customer-relationship-
management/>:
Customer Relationship Management Procedures
Complaints Resolution Procedures
In your own words, describe two (2) organisational procedure, one (1) should be
for handling customer complaints. You must also identify two (2) service
standards and two (2) best practice models that meet those procedures.
(MEDIUM - LONG)
Procedure Description Relevant Service
Standard
Relevant Best
Practice Model
Complaint
Forms
customer complaint
feedback form will
be given to the
customers, monthly
such that they will
be able to register
their complaints
related to service
and quality of
equipment to such
that they can be
noted down and
resolved soon.
High quality
equipment to be
installed in the
organisation and
quality training to
be provided so that
customers have no
option to give
negative feedback.
In addition to
providing training
through high
quality equipment,
smart and easy
exercises to be
taught so that they
practice them at
home too. Yoga can
also be added in
the training
programmes.
Customer
rating
system
Customers will be
asked to rate their
trainers every
fitness training by
Experts
Comprehensive and
flexible fitness
training session to
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 8 of 59
Qualification BSB51918 Diploma of leadership and management
Cluster number and name: LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID:
Assessor’s name:
system service trainers will
help to know the
quality of the
service provided by
the trainers. The
trainers will be
cautious if their
training is rated
and will be more
serious while
imparting the
service.
training session and
short duration
session that will
meet the demands
of the trainees.
1.4. Access the following organisational procedures from Bounce Fitness
<http://bounce.precisiongroup.com.au/procedures/customer-relationship-
management/>:
Customer Relationship Management Procedures
Complaints Resolution Procedures
In your own words, describe two (2) organisational procedure, one (1) should be
for handling customer complaints. You must also identify two (2) service
standards and two (2) best practice models that meet those procedures.
(MEDIUM - LONG)
Procedure Description Relevant Service
Standard
Relevant Best
Practice Model
Complaint
Forms
customer complaint
feedback form will
be given to the
customers, monthly
such that they will
be able to register
their complaints
related to service
and quality of
equipment to such
that they can be
noted down and
resolved soon.
High quality
equipment to be
installed in the
organisation and
quality training to
be provided so that
customers have no
option to give
negative feedback.
In addition to
providing training
through high
quality equipment,
smart and easy
exercises to be
taught so that they
practice them at
home too. Yoga can
also be added in
the training
programmes.
Customer
rating
system
Customers will be
asked to rate their
trainers every
fitness training by
Experts
Comprehensive and
flexible fitness
training session to
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 8 of 59
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