Design and Implement Customer Questionnaire

This document provides guidance on designing and implementing customer questionnaires to analyze the needs and requirements of internal and external customers. It includes sample questionnaires for both internal and external customers of McAnulty and Manickam Family Dental. The document also discusses the current and future needs of customers, their perceptions and expectations, ratings for the organization's products and services, and suggestions for improving quality. The strategic customer service plan and customer service policies and procedures are also covered.

Manage Quality
Customer Service

TASK A Design and implement customer questionnaire.................................................................5
TASK B Analyse and reporting on customer needs..........................................................................7
1. Number of responses and its demographics.......................................................................................7
2. What are its current needs and requirements?....................................................................................7
3. What are its future needs and requirements?.....................................................................................7
4. What do they think about McAnulty and Manickam Family Dental product or services?.............8
5. Why do the internal customers buy from them and not from its competitors?...............................8
6. What do they think about the pricing structures?...........................................................................8
7. What expectations does it have?....................................................................................................8
8. How do internal customers currently rate their consumers’ services?...........................................8
9. How do internal customers rate McAnulty and Manickam Family Dental websites? What is
missing or what have to be improved?...............................................................................................8
10. What could be improved?............................................................................................................8
11. Are needs beings met or not?.......................................................................................................8
12. How do internal consumers rate the quality of McAnulty and Manickam Family
Dental organisation products or services?..........................................................................................9
13. What improvements could be made to improve quality of products or services?........................9
1. Number of responses and its demographics...................................................................................9
2. What are its current needs and requirements?................................................................................9
3. What are its future needs and requirements?.................................................................................9
4. What do they think about McAnulty and Manickam Family Dental product or services?.............9
5. What do the external customers buy from them and not from its competitors?.............................9
6. What do they think about the pricing structures?...........................................................................9
7. What expectations does it have?..................................................................................................10
8. How do external customers currently rate their consumers’ services?.........................................10
9. How do external customers rate McAnulty and Manickam Family Dental websites? What is
missing or what have to be improved?.............................................................................................10
10. What could be improved?..........................................................................................................10
11. Are needs beings met or not?.....................................................................................................10
12. How do external consumers rate the quality of McAnulty and Manickam Family
Dental organisation products or services?........................................................................................10
13. What improvements could be made to improve quality of products or services?......................10
TASK C The Strategic customer service plan.................................................................................10
SECTION 1 Introduction and organisational overview...................................................................10
SECTION 2 Meeting the needs and requirement of external customers..........................................12
SECTION 3 Meeting needs and requirement of internal customers................................................13

SECTION 4 Online customer service..............................................................................................14
TASK D Customer Service policies and procedure........................................................................14
1. List of relevant policies and procedures.......................................................................................14
2. Attach copies of all relevant policies/procedures in appendix.....................................................15
3. Policies I line with relevant legislation and regulation.................................................................15
4. What is missing from these policies/procedures..........................................................................15
5. Recommend needs to be done to ensure org policies and procedures are complaint and also
support current and future recommendation....................................................................................16
TASK E Implementing customer service standards with employees............................................16
1. Communication strategy for team explain why need to change and actions you are putting in
place to help staff developing required skills to deliver high quality customer service...................16
2. List of skills team will need to have in order to maintain current level of customer service and
implement the recommendation made in customer service plan......................................................16
3. List people in team and conduct simple skills audit to see what skills they currently have what
they will need and what the gap is...................................................................................................16
4. Summarise skills and knowledge gaps in team and put together a plan to train staff in required
skills................................................................................................................................................17
5. Develop training program............................................................................................................18
APENDIX...........................................................................................................................................20

TASK A Design and implement customer questionnaire
Customers are the person as well as business which buy products or avail services from
other business. It is mainly categorised into two internal and external. Internal consumers are
considered as stakeholders who perform into firm as well as needs helps from another people
for accomplishing their work. On other side, external customers are regarded as the
individuals who pay for as well as utilise product or services of their organisations offers. So,
in order to formulate the customer experiences plan, respective organisation has to analyse
the customer requirements through developing as well as implementing consumer
questionnaires. Therefore, the questionnaires are discussed below:
For internal customers:
Questionnaires
1. What are the current requirements of internal consumers?
A. To provide hygiene and preventative dental services.
B. To motivate staff for performing effectively.
C. Both of them.
2. What are the future requirements of internal consumers?
A. Implementation of updates tools and techniques.
B. Implementing the new policies related to dental practices.
C. All of them.
D. None of the above.
3. What are the perceptions of internal clients about McAnulty and Manickam
Family Dental ?
A. It allows them to provide effective quality of products or services.
B. It provide healthy and friendly working environment.
4. What are expectations do the internal customers have from McAnulty and
Manickam Family Dental organisation?
A. Provides them learning opportunities.

B. Provides effective bonus and incentives.
5. How do internal customers rate McAnulty and Manickam Family
Dental product or services?
A. 1.
B. 2.
C. 3.
D. 4.
E. 5.
For external customers:
Questionnaires
1. What are the current requirements of external consumers?
A. To get effective and healthy dental care services.
B. To get standard and cost effective product and services.
2. What are the future requirements of external consumers?
A. Updated services with innovative digital dentistry instruments.
B. expertise staff with standard quality services.
3. How do external customers rate McAnulty and Manickam Family
Dental consumer services?
A. 1.
B. 2.
C. 3.
D. 4.
E. 5
4. What do external clients think about respective organisation present websites
and what they suggest to be improved?

A. They have to provide clear description about their product and services.
B. Should provide online appointment booking system.
C. Both of the above.
5. What are the expectations of external customers from McAnulty and
Manickam Family Dental organisation?
A. To obtain some services at lower cost such as oral surgery, tooth implantation
and other.
B. Should be performed all ethical practices.
C. Gets extra discounts upon their products.
TASK B Analyse and reporting on customer needs
Customer needs is considered as an intent which prompts consumer to purchase a
product or services. Moreover, ultimately, the requirement is regarded as driver of
consumer’s buying decisions. For analysing the needs of customer some of the customers are
addressed below on the basis of Part A.
Internal Customers:
Internal consumers are considered as stakeholders who perform into firm as well as
needs helps from another people for accomplishing their work.
1. Number of responses and its demographics.
The number of responses will be approx.. 30 and all they are staff members of
McAnulty and Manickam Family Dental, Australia.
2. What are its current needs and requirements?
The current needs and requirements of internal customers are to provide hygiene and
preventative dental services. In addition to this, some more needs of internal customer to
motivate their staff members for performing effectively towards accomplishing its objectives.
3. What are its future needs and requirements?
The future requirements of internal customers are Implementation of updates tools and
techniques as well as implementing new policies related to dental practices.

4. What do they think about McAnulty and Manickam Family Dental product or services?
The internal customers think that McAnulty and Manickam Family already providing
effective product and services but it should have to improve their techniques as per updated
technology.
5. Why do the internal customers buy from them and not from its competitors?
The internal customers should buy or avail product or services from respective
organisation as it has well qualified as well as experienced team in comparison to their
competitors. Moreover, it also utilises some kind of effective tools and techniques while
treating their customers.
6. What do they think about the pricing structures?
Its pricing structure is not so much cost effective nor premium.
7. What expectations does it have?
Internal customers have some expectation from McAnulty and Manickam Family
dental that it will get not perform any unethical practices. Moreover, they obtain standard as
well as updated services.
8. How do internal customers currently rate their consumers’ services?
It will rate them 4 out of 5.
9. How do internal customers rate McAnulty and Manickam Family Dental websites? What is
missing or what have to be improved?
It will rate 3 out of 5 to McAnulty and Manickam Family Dental websites as not much
information is provides about the services. So, they have to improve their websites through
facilitating effective information about the techniques and tools. Also, provide videos relating
to it.
10. What could be improved?
It has to improve their services through using the advanced techniques into their
services provider.
11. Are needs beings met or not?
The needs of internal customers are somehow meet.

12. How do internal consumers rate the quality of McAnulty and Manickam Family
Dental organisation products or services?
The internal customers will rate those 4 among 5.
13. What improvements could be made to improve quality of products or services?
The improvements such as it has to utilise updates tools for treating customers.
Moreover, they need to provide more information about their products and services into their
websites in effective and efficient way.
External customers:
External customers are regarded as the individuals who pay for as well as utilise product
or services of their organisation’s offerings.
1. Number of responses and its demographics.
The number of responses is in about 30 as well as most of them are from Australia.
Moreover, they lie in between 15- 50 years.
2. What are its current needs and requirements?
Its current requirements and needs are to get effective and healthy dental care
services as well as obtain standard and cost-effective product and services
3. What are its future needs and requirements?
Its future requirements are to obtain updated services with innovative digital dentistry
instruments. Also has expertise staff that will provide standard quality services.
4. What do they think about McAnulty and Manickam Family Dental product or services?
They think that McAnulty and Manickam Family Dental product or services are quite
effective and its product work appropriately.
5. What do the external customers buy from them and not from its competitors?
The external customer should buy the product from respective organisation as it
facilities quality services. Moreover, they have well qualified as well as experienced team in
comparison to their competitors.
6. What do they think about the pricing structures?
They think that their pricing structure is costly and it has to provide some discounts
and offers into its services.

7. What expectations does it have?
External customers have some expectations like getting effective services, use advanced
technology for their mouth care, having polite and calm attitude of its staff and others.
8. How do external customers currently rate their consumers’ services?
The external customer will rate them 3.5 out of 5.
9. How do external customers rate McAnulty and Manickam Family Dental websites? What
is missing or what have to be improved?
The external customer will rate the McAnulty and Manickam Family Dental websites
3 out of 5 no much information only detail of their associates is providing. They should
improve it by proving effective information about bout itself as well as their product and
services.
10. What could be improved?
Its websites and services too.
11. Are needs beings met or not?
No, all need and requirements of the external customers are not being met as there are
various things which have to be improved such as online appointment booking, updated tools
and techniques and others.
12. How do external consumers rate the quality of McAnulty and Manickam Family
Dental organisation products or services?
The external customer will rate the quality of McAnulty and Manickam Family
Dental organisation products or services upon scale 5. So, the rating given by them is 4.
13. What improvements could be made to improve quality of products or services?
The improvements that can be made to improve quality of products or services are
online appointment booking facility and websites development. in addition to this, utilising
digital equipment such as intra-oral and lab scanners, CAD/CAM software, and 3D printers.
Also, it may improve by formation of digital product portfolio in effective and efficient way
which will outcome in grabbing the attention of more individuals.
TASK C The Strategic customer service plan
SECTION 1 Introduction and organisational overview
Business structure of organisation

Company is following functional organisational structure in that each and every
division perform their function in more specific manner for accomplishing goals and
objectives.
Type of organisation and brief description of business
McAnulty and Manickam Family Dental is privately owned health care sector
organisation. McAnulty and Manickam Family Dental provide advanced dentistry to improve
the health of our patients and our community. Provide patients with dental care, which is of
the highest standard, focused on each individual need and based upon best practice.
Location
296 Anson St, Orange NSW 2800, Australia
Number of staff
McAnulty and Manickam Family Dental have approx. 5 staff.
Organisational responsibility level i.e., Dept. Manager/team leader etc.
Responsibility of McAnulty and Manickam Family Dental is to provide high quality
better services to customers.
Industry type
Health care industry
Type of products/services provided to customers
They are offering dental services to customers
Customer service vision, mission and objectives
Mission- To provide advance dentistry to improve the oral health of every patient.
Values-
 Excellence
 Integrity
 Respect
 Lifelong learning
 Professionalism

Purpose- Along with this the mission of practice is to develop advancement in the dental
industry in order to improve the health conditions of every patient and to offer qualitative and
cost-effective dental services.
Goals/objectives of the organisation
 Provide patients with dental care, which is of the highest standard, focused on each
individual need and based upon best practice
 Create a safe working environment for patients and staff
 To maintain our reputation as the leading dental practice in the Central West
 Measure number of returning patients and new patients to the practice.
 Integrating risk framework into the business to identify, manage, and mitigate risks in
all areas such as patient, business, safety and financial
Overview of current products/services provided
McAnulty and Manickam Family Dental current offering is dental services to their
customers.
Legislation and regulatory context to organisation relevant to customer service
McAnulty and Manickam Family Dental have to follow regulation related to health
and safety as well as data protection. So that, they will be able to serve their customers in
better manner.
Description of the organisation website
Organisational website includes description of company as well as doctors who will
provide dental services.
Summary of PR and production promotions currently used by organisation
Company is using only their website for promotional purpose.
SECTION 2 Meeting the needs and requirement of external customers
List of external customers
External customers are regarded as the individuals who pay for as well as utilise
product or services of their organisation’s offerings.
What are their demographics
The number of responses is in about 30 as well as most of them are from Australia.
Moreover, they lie in between 15- 50 years.

Outline how successfully the organisation is at meeting the current needs of these
customers
Its current requirements and needs are to get effective and healthy dental care services
as well as obtain standard and cost-effective product and services
Describe future needs and requirement and outline how the organisation plans to
address these
Its future requirements are to obtain updated services with innovative digital dentistry
instruments. Also has expertise staff that will provide standard quality services.
Outline current complaint process and explain how well you think it work and how it
could improve
Company can develop online complaint process because it will help them in grabbing
attention of several people in effective manner and also in resolving their issues.
Organisation address and improve its customer service particularly with regard to
customer care and after services, product quality, cost and timeframes
Company have to ensure high quality services with cost effective price as well as
within required duration for making customer satisfy.
Recommendation to address and satisfy current and future needs of external customers
Respective organisation has to provide high quality services because it will help them
in satisfy their current and future needs.
SECTION 3 Meeting needs and requirement of internal customers
List of internal customers
Internal consumers are considered as stakeholders who perform into firm as well as
needs helps from another people for accomplishing their work.
What are their demographics
The number of responses will be approx 30 and all they are staff members of
McAnulty and Manickam Family Dental, Australia.
Outline how successfully the organisation is at meeting the current needs of these
customers
The current needs and requirements of internal customers are to provide hygiene and
preventative dental services. In addition to this, some more needs of internal customer to
motivate their staff members for performing effectively towards accomplishing its objectives.

Describe future needs and requirement and outline how the organisation plans to
address these
The future requirements of internal customers are Implementation of updates tools
and techniques as well as implementing new policies related to dental practices.
Outline current complaint process and explain how well you think it work and how it
could improve
Company can develop online complaint process because it will help them in grabbing
attention of several people in effective manner and also in resolving their issues.
Organisation address and improve its customer service particularly with regard to
customer care and after services, product quality, cost and timeframes
Company have to ensure high quality services with cost effective price as well as
within required duration for making customer satisfy.
Recommendation to address and satisfy current and future needs of external customers
Respective organisation has to provide high quality services because it will help them in
satisfy their current and future needs.
SECTION 4 Online customer service
Critically review current website for customer service
Website of company is quite simple as it need something attractive in it. So that, they
will able to attract large number of customers in effective manner.
What is working well
It is working well because it includes all necessary information related to company as
well as doctors who will going to serve customers.
What need to be improved and why
Website of organisation need some improvement because it is simple and not able to
attract large number of people.
Recommendation would you make to current and future online customer needs of both
internal and external.
Company have to focus on both offline and online customer because it will help them
in building brand image as well as increasing their customer base.
TASK D Customer Service policies and procedure
1. List of relevant policies and procedures
McAnulty and Manickam Family Dental implement several policies and procedures
in their working. So that, daily basis activities will conduct in effective manner explanation of
these are as follows :-

 Facilitate adherence with recognized professional practices.
 Reduce practice variation
 Promote compliance with regulation, statutes as well as accreditation requirements.
 Standardize practices across multiple entities in single health system.
 Reduce reliance on memory that when overtaxed has been shown to be major source
of human errors or oversights.
 Serve as resource for staff mainly new staff members.
2. Attach copies of all relevant policies/procedures in appendix
Covered in appendix
3. Policies I line with relevant legislation and regulation
It is important for healthcare institution to implement proper legislation as well as
regulation in their working so that activities will conduct in ethical manner and better
outcomes will gain. Along with this, it provides assistance in serving customers high quality
offerings by following each and every regulation in proper manner. Some legislations and
regulation related to same are as follows :-
 Data protection – It is one of the important legislations for health care organisation
and it is important for them to implement this within their practices. As they should
not have to share personal information of patients with others.
 Safety measures – This is important legislation for healthcare institutions as they
have to focus on safety measures while providing treatment to their customers. So
that, things will be managed in effective manner and better outcomes will gained.
4. What is missing from these policies/procedures
It is important for McAnulty and Manickam Family Dental to add some more policies
in their working for conducting their work in proper manner. One of the major policies is
patient information protection which simply means that company should not have to share
their patient’s information with third party. Along with this, they have to follow all ethical
practices for conducting operations in better manner. In addition to this, such practices will
provide assistance in providing high quality services to their customers. Thus, in simple
manner it can be said that, by implementation of more policies patients get satisfy and their
requirement also fulfilled in better manner.

5. Recommend needs to be done to ensure org policies and procedures are complaint and also
support current and future recommendation
To McAnulty and Manickam Family Dental it has been recommended that they have
to consider all major precautions while providing dental services to their patients. Because
these will help them in making customer satisfy by fulfilling their needs and wants in better
manner.
TASK E Implementing customer service standards with employees
1. Communication strategy for team explain why need to change and actions you are putting
in place to help staff developing required skills to deliver high quality customer service
It is important for an organisation to have effective communication strategy as well as
it should be two way so that, information will share with each and every member working in
McAnulty and Manickam Family Dental. There are several ways of communication such as
meeting, text messages, emails, notice board and many more. By using these major steps will
be taken for communicating skills which staff have to develop for providing better services to
customers. In addition to this, health care sector is well known for the services they are
providing to customers so it is important for them to develop their skills in required manner
and provide high quality customer services.
2. List of skills team will need to have in order to maintain current level of customer service
and implement the recommendation made in customer service plan
There is requirement of several skills by each and every team member in organisation
for maintaining level of customer services. Explanation of these skills are as follows :-
 Communication skills
 Team work
 Positive attitude
 Stress management
 Time management
3. List people in team and conduct simple skills audit to see what skills they currently have
what they will need and what the gap is
Skills audit
Skills 1 2 3 4 5
Communication skills *
Team work *

Positive attitude *
Stress management *
Time management *
Note – Skills are rated out of 5.
Thus, from this skills audit t has been determine that there are some areas which
require development for serving customers in better manner. It includes team work, time
management and communication skills.
Professional development plan
What are my
development
objectives?
What activities
do I need to
undertakes to
achieve my
objectives?
What
support/source
need to achieve
my objectives?
Target dates
for achieving
my
Objectives?
Actual date to
achieve my
objectives
Team work It will try to do
work in team.
Group
activities, Team
work and many
more
1st August 2020 29th July 2020
Time
management
Set time for
conducting
every activity
Set schedule,
focus on
important task
and so on
30th July 2020 5th August 2020
Communicatio
n skills
Interact with
more and more
people to
enhance
communication
skills as well as
take
participation in
group
discussion.
Group
discussion,
presentation and
interaction with
more people
20th August
2020
15th August
2020
4. Summarise skills and knowledge gaps in team and put together a plan to train staff in
required skills
It is important for McAnulty and Manickam Family Dental to provide proper training
session to their staff members so they will be able to serve their customer high quality
services. In addition to this, major gap which staff have in their working is related to
communication skills, time work and time management. For these skills there is requirement
of designing proper training sessions so that staff members will able to learn things in
appropriate manner.

5. Develop training program
This training session will design for developing skills and knowledge of employees in
effective manner. There are several skills on which individual need to work such as
communication, team work and time management all these are essential for serving
customers in effective manner.
Objectives of skills development
 To enhance communication skills within 1 month.
 To develop time management skills in 10 days.
 To learn team working in 10 days.
It is important to develop these skills in effective manner so that staff members will able to
serve their customer high quality services in effective manner. Explanation of these in
relation of training session are as follows :-
Communication skills – It is important to develop respective skill in effective
manner so that healthcare professional will able to communicate with employees in effective
manner and provide them appropriate services. Thus, for respective purpose several training
methods will use such as group discussion, presentations as well as interaction will more and
more people. These are the ways through which individual will able to develop their
communication skills in better manner and also serve their customer with high quality
services.
Time management skills – It is one of the important skills which needed in life of
individual in both level personal as well as professional for managing things in effective
manner. For enhancing time management skills training will be provided to each and every
employee in which it will said that before starting any task it is important to set time. So that,
objectives and aim of specific project will accomplished on time in effective manner. In
simple term it can be said that, with the assistance of time management skills employees will
able to provide high quality services to their customers in effective manner. Thus, by Set
schedule as well as focus on important task staff of McAnulty and Manickam Family Dental
will able to enhance their time management skills in effective manner.
Team work – With the assistance of team work allotted task will complete in
effective manner as well as individual will be able to able to accomplish objective related to
the same without any burden. By doing Group activities, Team work and many more staff

member of McAnulty and Manickam Family Dental will able to provide high quality services
to their customers in required duration and also in effective manner.

APENDIX
Policies and Procedures
McAnulty and Manickam Family Dental implement several policies and procedures in their
working. So that, daily basis activities will conduct in effective manner explanation of these
are as follows :-
 Facilitate adherence with recognized professional practices.
 Reduce practice variation
 Promote compliance with regulation, statutes as well as accreditation requirements.
 Standardize practices across multiple entities in single health system.
 Reduce reliance on memory that when overtaxed has been shown to be major source
of human errors or oversights.
 Serve as resource for staff mainly new staff members.