Assessment for Workplace Diversity and Customer Service

T-1.8.2
Details of Assessment
Term and Year Time allowed
Assessment No 1 Assessment Weighting 50%
Assessment Type Case Study Analysis, Written Responses, Presentation and Report
Due Date Room
Details of Subject
Qualification
Subject Name Workplace Diversity and Customer Service
Details of Unit(s) of competency
Unit Code (s) and
Names
BSBDIV501 Manage diversity in the workplace
SITXCCS008 Develop and manage quality customer service practices
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work submitted is my
own and has not been copied or plagiarised from any person
or source. I acknowledge that I understand the requirements
to complete the assessment tasks. I am also aware of my
right to appeal. The feedback session schedule and
reassessment procedure were explained to me.
Student’s
Signature: ____________________
Date: _____/_____/_________
Details of Assessor
Assessor’s Name
Assessment Outcome
Assessment
Result Competent Not Yet Competent Marks /100
Feedback to Student
Progressive feedback to students, identifying gaps in competency and comments on positive
improvements:
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
Assessor Declaration: I declare that I have conducted
a fair, valid, reliable and flexible assessment with this
student.
Student attended the feedback session.
Student did not attend the feedback session.
Assessor’s
Signature: ___________________
Date: _____/_____/________
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T-1.8.2
Purpose of the Assessment
The purpose of this assessment is to assess the student
in the following learning outcomes:
Competent
(C)
Not yet Competent
(NYC)
BSBDIV501 Manage diversity in the workplace
1.1 Locate and review diversity policy
1.2 Determine its application to the specific work context
1.3Institute actions to ensure that the diversity policy is
understood and implemented by relevant parties
1.4 Provide feedback and suggestions for improvement to
ensure currency and efficacy of diversity policy
2.1 Address own prejudices and demonstrate respect for
difference in personal interactions
2.2 Aim for diversity in selecting and recruiting staff
2.3 Identify and address training needs to address issues of
difference in the team
2.4 Manage tensions and encourage collaboration and respect
between staff who struggle to work effectively with difference
2.5 Assist staff to see that working effectively with difference is
a strength that can improve the organisation’s products,
services and customer relations
2.6 Manage allegations of harassment and address complaints
according to established organisational procedures
3.1Promote the organisation’s workforce diversity in internal
and external forums to enhance the company’s image and
reputation
3.2Capture ideas and information from the diversity in the
workforce to enhance products and services and contribute to
competitive advantage
3.3 Support organisational efforts to value diversity
SITXCCS008 Develop and manage quality customer
service practices
1.1. Obtain information on customer needs, expectations and
satisfaction levels using both formal and informal research.
1.2 Provide opportunities for customers and staff to give
feedback on products and services.
1.3 Review changes in internal and external environments and
integrate findings into planning for quality service.
1.4 Provide opportunities for staff to participate in development
of customer service practices.
1.5 Develop policies and procedures for quality service
provision.
2.1 Communicate policies, procedures and expectations to
staff.
2.2 Make policies readily available to customers and staff.
2.4 Initiate staff training to enhance customer service.
2.5 Take responsibility for service outcomes and dispute
resolution.
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T-1.8.2
2.6. Act as a positive role
model for professional
standards expected of service industry personnel.
3.1Seek ongoing feedback from staff and customers to
improve performance.
3.3. Identify systemic customer service problems and adjust
policies and procedures to improve service quality.
3.4 Develop, document and communicate new approaches to
customer service to staff involved in service delivery.
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
 Computer with relevant software applications.
 Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
 This assessment has to be completed In class At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-assessment and policy for more information (Student Handbook).
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T-1.8.2
ASSESSMENT TASKS
There are four (4) tasks to complete for this unit of competence:
This assessment is based on ACA Restaurant Café’ Business Plan and uses several scenarios to complete
the 4 Tasks. Certain tasks contain sub-tasks with written questionnaires, case study analysisreport and
presentation.
These tasks comprise the assessment of the application of ACA Restaurant Café’ diversity policy
knowledge and identifying and addressing the needs to improve and support organisational effort to
enhance diversity value. You will need to demonstrate your management skills in applying the diversity
policy of the restaurant café’ with fostering diversity within the work team and promoting the benefits of a
diverse workplace. The implementation of the diversity policy must reflect the business summary of ACA
Restaurant café’ and should state relevant experience/exposure with such workplace environment.
You are required to respond to all the tasks by demonstrating your skills and knowledge within the
assessment guidelines and requirements. Certain tasks have been developed with templates, tables and
sections with appropriate spaces, in which you will have to complete and/or provide information to ensure
you demonstrate the skills and knowledge of the units. Marking criteria have been provided to support the
student’s understanding of the requirement for each task.
To be deemed competent in this assessment each student must demonstrate through written reports and
provide information in given templates, the knowledge, and understanding of what actions are necessary to
obtain and keep current with the legislative requirements for their industry and specific business. You will
have to respond to all the tasks by demonstrating your skills and knowledge within the assessment
guidelines and requirements. In Task 4 there is a template (provided in Appendix 1), which you will have to
utilise to ensure you validate the required skills and knowledge.
Your responses must comprise:
 a comprehensive, detailed and integrated diversity information and management plan
 a formal communication strategy
 a reflection of current relevant legislation regarding age, disability, racial, sexual,
 formal and planned involvement with a wide range of stakeholders
 a documented risk, issues, and change-management methodology
 a quality execution plan with assurance and control processes of diversity
 a restaurant café’ team-based environment
Evidence of the following is important:
 demonstration of diversity implementation and its policy review within the workplace
 knowledge of diversity application and the promotion of its benefits, strategies to comply with
procedures for handling complaints or harassment allegations, and management plans, tools,
issues, and likely challenges
Task 1 – Policy review report, written responses,and development of a factsheet
This activity has been designed to assess your knowledge and understanding of managing diversity in the
workplace.
This task consists of questionnaires and providing information shaped in a fact sheet format which
associates with the knowledge of the diversity policy throughapplying, managing and leading the
ACARestaurant café team. The responses should include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. Your response to the questionnaires must relate to roles and
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T-1.8.2
responsibilities and business of the restaurant café.
 Certain tasks have been developed with templates and sections
with appropriate spaces, in which you will have to complete and/or provide information to ensure
you demonstrate the skills and knowledge of the units. Instructions are provided to which students
must comply to gain the competency level.
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
Task 2 – Written Responses
This activity has been designed to assess your knowledge and understanding of applying diversity in the
workplace.
This task consists of questionnaires which associate with the knowledge of implementing diversity policy
through human resources management practices of ACA Restaurant café team. The responses should
include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. Your response to the questionnaires must relate to roles and
responsibilities and business of the restaurant café.
 Questionnaires have been developed with templates and sections with appropriate spaces, in which
you will have to complete and/or provide information to ensure you demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
Task 3 – Program development, written response and presentation
This activity has been designed to assess your knowledge and understanding of promoting diversity in the
workplace through improving the relationship internally and externally to increase cultural awareness,
understand respect for each other, and communication to benefit the restaurant café’ to prevent human
rights violations.
This task consists of information delivering in a program format, questionnaires and presentation delivery
which associates with the demonstration of generating an exceedingly positive work environment through
recognition and accepting differences. The responses should include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. The information provided must relate to roles and responsibilities and
business of the restaurant café.
 Certain tasks have been developed with templates and sections with appropriate spaces, in which
you will have to complete and/or provide information to ensure you demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 The program developed must reflect Scenario 1 which states the diverse range of staff listed
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T-1.8.2
including Age, Sex, Nationality, Disability and Carer
responsibilities
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 The presentation has been developed based on staged real-life workplace environment as will be
generated by your Assessor, andmust comprise of the requirements to accommodate the
performance requirements as stated in the task instructions and to complete this task, the student
must submit the printed copy of the presentation.
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered. Presentation marking criteria has been given in details in Appendix 2.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
Task 4 –Resolution report
This activity has been designed to assess your knowledge and understanding of managing diversity through
promoting a work environment which is inclusive and characterised by respect and which is free from
discrimination and harassment.
This task consists of creating a report that supports the internal procedure of ACA Restaurant Café’ for
dealing with issues and complaints of discrimination and harassment which may arise.Delivering in a report
format, questionnaires and presentation delivery which associates with the demonstration of generatingan
exceedingly positive work environment through recognition and accepting differences. The responses
should include the following:
 Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that
you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. The information provided must relate to roles and responsibilities and
business of the restaurant café.
 To generate the report, you must refer to the effective complaint handling table given in Appendix 1
to ensure demonstrating the skills and knowledge of the units. Instructions are provided to which
students must comply to gain the competency level.
 The report developed must reflect Scenario 2, using thediverse range of staff listed including Age,
Sex, Nationality, Disability and Carer responsibilities as stated in Scenario 1.
 The information given must comply with the appropriate legislative framework of the policy/
procedure
 Theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements ofthe workplace.
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