Management of Quality Customer Service Assessment 2022

Running head: MANAGEMENT
Management of Quality Customer Service
Name of the student
Name of the university
Author Note:

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MANAGEMENT
Table of Contents
Assessment 1..............................................................................................................................4
Vision and Mission of Innovative Widgets............................................................................4
Customers of the Innovative Widgets........................................................................................4
Internal Customers.................................................................................................................4
Needs of Internal Customers..................................................................................................4
External Customers................................................................................................................5
Needs of External Customers.................................................................................................5
Product Quality Specifications of Innovative Widgets..............................................................5
Policy and Procedures................................................................................................................6
RATER Model.......................................................................................................................7
Customer Complaints.............................................................................................................7
Reflection of the Plan.................................................................................................................8
Assessment 2..............................................................................................................................9
Management of records and data...........................................................................................9
Part A.........................................................................................................................................9
Review of the information.........................................................................................................9
Review and Analysis of the customer service shortfalls........................................................9
Reasons for Service Shortfalls.............................................................................................10
Mitigation of the Problems...................................................................................................10
Report.......................................................................................................................................11

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MANAGEMENT
Conclusion................................................................................................................................11
E-mail.......................................................................................................................................11
Part B........................................................................................................................................12
Role Play..............................................................................................................................12
Assessment Task 3...................................................................................................................14
Key performance Index........................................................................................................14
Plan or Procedure for monitoring team member’s performance against KPI’s...................14
Questionnaire...........................................................................................................................14
Issues and Actions....................................................................................................................17
Analysis of Performance Data and Customer Feedback......................................................17
Recommendations................................................................................................................18
Conclusion............................................................................................................................18
Bibliography.............................................................................................................................19

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MANAGEMENT
Assessment 1
Vision and Mission of Innovative Widgets
Innovative Widgets Company is one of the largest and one of the most important
widget companies of Australia for the last few years. The vision of the company is to achieve
a superior amount of market share in Australia and the other areas where it operates as a
business unit. The management of the company has set a target of 10 years to achieve the
vision. On the other hand, the mission of the company deals with the current expansion of the
business across the island nation of Australia and also includes the plans of the country to
expand itself outside the country. Apart from this the company also has missions to deliver
the best and the most innovative products and service to the customers of the business. The
vision and mission of the business organization supports the development and growth of the
business in a systematic and planned manner. The management of Innovative Widgets has
provided extra concentration to the customer satisfaction levels of the organization and has
trained its employees in such a manner so that the customers are able to realise the full value
of the services provided to them by the organization.
Customers of the Innovative Widgets
Internal Customers
The internal customer of the business organization are a selected number of
employees of the organization along with the representatives of the customer service. The
internal customers forms an important part of the organization as they are important for the
development of the organization.
Needs of Internal Customers
The need for a proper working environment is highly important for the organization.
The customer service representatives needs a proper and efficient working environment