Assessment Tasks for Workplace Diversity and Customer Service

T-1.8.2
Details of Assessment
Term and Year Time allowed
Assessment No 2 Assessment Weighting 50%
Assessment Type Case Study Analysis, Written Responses, Role play and policy
development
Due Date Room
Details of Subject
Qualification SIT50416 Diploma in Hospitality Management
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
1.3 Institute 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
3.1 Promote the organisation’s workforce diversity in internal
and external forums to enhance the company’s image and
reputation
3.2 Capture 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.
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T-1.8.2
2.2 Make policies readily
available to customers and
staff.
2.3 Monitor customer service in the workplace to ensure
standards are met.
2.4 Initiate staff training to enhance customer service.
2.5 Take responsibility for service outcomes and dispute
resolution.
2.6 Act as a positive role model for professional standards
expected of service industry personnel.
3.1 Seek ongoing feedback from staff and customers to
improve performance.
3.2 Assess effectiveness of customer service practices.
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 five (5) 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 5 (five) Tasks. Certain tasks contain sub-tasks with written questionnaires, case study analysis report,
role plays and policy development.
These tasks comprise the assessment of the application of ACA Restaurant Café’ customer service
standards and policy knowledge and identifying and addressing the needs to improve and support
organisational effort to enhance customer value. You will need to demonstrate your management skills in
applying the customer services standards and policy of the restaurant café’ with fostering how staff
should perform so as to improve the overall experience for customers and promote the benefits of a good
customer service as a key point of differentiation that aids to entice new customers in competitive
business environments. The implementation of the customer services 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 3B and 5C there are templates provided, in which you will have to
utilise to ensure you validate the required skills and knowledge.
Your responses must comprise:
 a comprehensive, detailed and integrated customer services information and management plan
 a work plan and operation procedures
 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 customer services
 a restaurant café’ team-based environment
Evidence of the following is important:
 demonstration of customer services implementation and its policy review within the workplace
 knowledge of customer service 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 – Research and analysis
This activity has been designed to assess your knowledge and understanding of the need of research for
managing and applying customer services in the workplace.
This task consists of questionnaires which associates with the knowledge of the customer services
standards and policy through reviewing the policy to apply, manage and improve quality services of the ACA
Restaurant café. The responses should include the following:
 Must be relevant to the business functions and customer services policy of ACA Restaurant café
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T-1.8.2
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 and the
scenario incident stated within the assessment. Your response to the questionnaires must relate to
roles and responsibilities and business of the restaurant café.
 The 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.
 Suggested links provided to support findings. Stimulated to practice.
 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 of the workplace.
Task 2 – Development of survey
This activity has been designed to assess your knowledge and understanding of seeking customer service
feedback procedure in the workplace.
This task consists of designing and conducting a post service questionnaire which associate with the
knowledge of measuring and determining existing customer needs, wants and expectations from the work
practices of ACA Restaurant Café. The responses should include the following:
 Must be relevant to the scenario occurred in the ACA Restaurant Café within the stated timeframe
and Business Summary plan that you will find in e-learning unless otherwise stated. Responses
should link to the theoretical and legislative aspects of customer service 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.
 Task have been developed to ensure you demonstrate the skills and knowledge of the units.
Instructions are provided to which students must comply to gain the competency level.
 Suggested links provided to support findings. Stimulated to practice.
 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 of the workplace.
Task 3 – Role play and formal business document development
This activity has been designed to assess your knowledge and understanding of resolving customer
complaints and the need to retain the customers with enhanced business performances.
This task consists of conducting a role play followed by the development of a formal business document
which associates with the demonstration of responsiveness, ethical and transparent customer services. The
execution of the task should include the following:
 Must be relevant to the customer service 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.
 A role play task has been developed based on staged real-life workplace environment as will be
generated by your Assessor, with the consideration of the scenario incident provided within the
assessment. Certain procedural acts based on the customer services standards has also been
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T-1.8.2
contemplated within the development of this task. You are to follow
the guidelines on how to demonstrate the role play with reference
to the marking guide provided in the appendices. Partners from your class will be required to assist
you conduct the role play to 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
 The development of the formal business document must comprise of the requirements to
accommodate the performance requirements as stated in the task instructions and marking guide,
and to complete this task, the student must comply and use the template provided.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements of the workplace.
Task 4 – Role play and written responses
This activity has been designed to assess your knowledge and understanding of managing quality customer
services through measuring and evaluating the staff performances.
This task consists of conducting a role play followed by written responses for dealing and resolving issues
and grievances of unsatisfactory performances with the intention of fostering supportive approaches to
initiate changes to improve customer services delivery within the business. The execution of the role play
and responses should include the following:
 Must be relevant to the customer service 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 customer service practices 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.
 A role play task has been developed based on staged real-life workplace environment as will be
generated by your Assessor, with the consideration of the scenario incident provided within the
assessment. Certain procedural acts based on the customer services standards has also been
contemplated within the development of this task. You are to follow the guidelines on how to
demonstrate the role play with reference to the marking guide provided in the appendices. Partners
from your class will be required to assist you conduct the role play to 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
 The responses to the questionnaires developed must reflect to the consequence of the roleplay
conducted using the reflection of the incident as stated in the scenarios given within the
assessment.
 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 of the workplace.
Task 5 – Written responses, flowchart and policy development
This activity has been designed to assess your knowledge and understanding of developing and
implementing adjustments to customer service processes, policies and procedures within the business.
This task consists of written responses and a flowchart to assist in the development of customer services
policy and its continuation that supports the internal procedure of ACA Restaurant Café. Delivering in a
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T-1.8.2
report format, questionnaires and policy development delivery associates
with the demonstration for benchmarking and performing widespread
investigations to remove the inconsistencies. The responses, flowchart and the policy development should
include the following:
 Must be relevant to the customer service standards and 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 customer services practices 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 policies, you must refer to the existing customer service standards and policies and
to the relevant scenario incidents. Previous tasks responses should be considered as a continuation
process of customer service improvements to create new policies for ACA Restaurant Café. This is
to ensure demonstrating the skills and knowledge of the units. Instructions are provided to which
students must comply to gain the competency level.
 The development of the policies document must comprise of the requirements to accommodate the
performance requirements as stated in the task instructions and marking guide, and to complete this
task, the student must comply and use the template provided
 The responses to questionnaires and flowchart that are to be provided, must reflect to the relevant
scenario incidents and the previous tasks responses to foster the consistency of improved work
process. Questionnaires have been with templates and sections with appropriate spaces, in which
you will have to complete and/or provide information.
 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 of the workplace.
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T-1.8.2
TABLE OF CONTENT
CONTENT PAGES MARKS MARKS
ACHIEVED
Task 1 - Research Analysis to Plan for Quality Service (Total of 10 marks)
Written Responses (Total of 10 marks)
Q1: Methods of market research 1
Q2: Addressing neglected areas of customer service 3
Q3: Formal and informal research to benchmark 3
Q4: Record innovative approaches to improve service delivery 3
TASK 2 - Customer Feedback Surveys (Total of 5 marks)
Develop Post Customer Feedback Survey 5
TASK 3 - Customer Complaint Resolution Role Play and business letter (Total of 8 marks)
A. Phone Call Complaint Resolution Role Play 5
B. Prepare a formal business apology letter 3
Task 4 - Development of Customer Service Practices and Communication (Total of 7 marks)
A. Conduct a Team Briefing Role play 5
B. Written Responses (Total of 2 marks)
Q1. Significant causes of issue/opportunities that must be
prioritised
1
Q2. Evaluating feedback and importance of staff involvement 1
TASK 5 - Adjustments to policies and procedures (Total of 20 marks)
A. Written Responses (Total of 2 marks)
Q1. Critical examination of existing customer service policies 1
Q2. Consideration of changes to existing customer service policy 1
B. Organisational restructure for complaint handling 1
C. Develop three polices for customer service (Total of 15 marks)
i. Policy 1 5
ii. Policy 2 5
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