Question-   Manage personal work priorities & professional

Solution-

TASK 3 – Project: Managing personal work priorities and professional development at BizOps Enterprises.

 

  1. How you prioritised the competing demands for your time on Monday morning.

 

By using a to do list that I review every Monday morning and I prioritise each activity in high, medium and low importance, with that I can decide whether they are urgent or not. To keep it organised I specified the time, the activity and I usually leave some notes column. At the end if there was any unscheduled event that happened in the day,          I take notes and add this event.

 

  1. Feedback form.

 

Person 1: Alejandro

 

  1. How would you rate my behaviour in customer service? Being 1 the lowest score and 5 the highest.

1              2              3              4              5

 

b. Do you see me as a leader in customer service area?

                Y__        N__

 

c. Rate your overall satisfaction of our customer service. Being 1 the lowest score and 5 the highest.

1              2              3              4              5

 

 

Person 2: Laura

 

  1. How would you rate my behaviour in customer service? Being 1 the lowest score and 5 the highest.

1              2              3              4              5

 

b. Do you see me as a leader in customer service area?

                Y__        N__

 

c. Rate your overall satisfaction of our customer service. Being 1 the lowest score and 5 the highest.

1              2              3              4              5

 

Person 1: Lauren

 

  1. How would you rate my behaviour in customer service? Being 1 the lowest score and 5 the highest.

1              2              3              4              5

 

b. Do you see me as a leader in customer service area?

                Y__        N__

 

c. Rate your overall satisfaction of our customer service. Being 1 the lowest score and 5 the highest.

1              2              3              4              5

 

 

  1. Personal development plan:

  1. Career objectives

In order to being aligned and committed with the company objectives, my plan to help the company to achieve that and myself is to keep my studies in a high level after I finish my Diploma in Leadership and Management, this will develop my skills and will help me to be up to date with the company plan.

 

  1. Personal goals

After reviewing the problems that have been happening in the customer area of the company, I would like to go ahead with a new Marketing Plan focusing all the efforts on improving our relationship with our customers.

 

To achieve what was mentioned above in 2021 after finishing my Diploma I will start a degree in Customer Service Management, this will also help me to postulate myself to an executive position in the company.

 

  1. Personal skills and knowledge

BSBPMG522 - Undertake project work

 

 

Skill or ability

Performance, would you be able to achieve the skill?

Yes

No

Define the parameters of the project including the project scope

Project scope

 

 

Project stakeholders, including own responsibilities

 

 

Relationship of project to organisational objectives and other projects

 

 

Reporting requirements

 

 

Resource requirements

 

 

Use project management tools to develop and implement a project plan including:

Deliverables

 

 

Work breakdown

 

 

Budget and allocation of resources

 

 

Timelines

 

 

Risk management

 

 

Recordkeeping and reporting

 

 

Consult and communicate with relevant stakeholders to generate input and engagement in planning, implementing and reviewing the project

 

 

Provide support to team members to enable them to achieve deliverables and to transition them as appropriate at completion of the project

 

 

Finalise the project including documentation, signoffs and reporting

 

 

Review and document the project outcomes.

 

 

 

 

BSBCUS501 - Manage quality customer service

 

Skill or ability

Performance, would you be able to achieve the skill?

Yes

No

Develop and manage organisational systems for quality customer service

 

 

Develop and review plans, policies and procedures for delivering and monitoring quality customer service

 

 

Implement policies and procedures to ensure quality customer service

 

 

Solve complex customer complaints and system problems that lead to poor customer service

 

 

Monitor and assist teams to meet customer service requirements

 

 

Develop, procure and use human and physical resources to support quality customer service delivery.

 

 

 

  1. New skills that need to be developed
  • Improve customer service:
    • Practice active listening to your customers.
    • Empathize with your customers, get to know what they like.
    • Use positive body language.
    • Know your products and services.
    • Analyse customer feedback.

 

  • Check delivery quality of products and services:
    • Get to know the delivery chain.
    • Check where it could be failing.
    • Get feedback from employees in charge of deliveries.

 

  1. Training and development opportunities

-     Trimestral training in customer service for the staff that is committed to treat with customers.

 

Task

Start date

End date

Responsible

Planning

 

 

 

Meeting schedule

1/01/2020

1/01/2020

Customer service director

Review pre training

15/01/2020

15/01/2020

Customer service director

Discuss course

 

 

 

Customer service course

20/01/2020

20/01/2020

Team leaders

Implementation

 

 

 

Request approval for course costs

25/01/2020

25/01/2020

Financial director

Set up course

1/03/2020

15/12/2020

Team leaders

Review lessons learned

 

 

 

Project review

15/04/2020

20/12/2020 

Team leaders

 

 

  1. Networking plans to help develop new skills

 

Task

Start date

End date

Responsible

Planning

 

 

 

Meeting schedule

30/05/2020

30/05/2020

Customer service director

Set networking goals

30/05/2020

30/05/2020

Customer service director

Discuss networking strategies

 

 

 

Social media strategy

15/06/2020

15/06/2020

Team leaders/Customer service team

Implementation

 

 

 

Determine people who will participate in networking activities

20/06/2020

20/06/2020

Team leaders/Customer service team

Review the strategy plan

 

 

 

Check benefits and get feedback

15/07/2020

15/07/2020

Team leaders/Customer service team

 

When the networking activities are finished, the skills that tend to be gain are:

  • Building of new relationships.
  • Staying positive.
  • Influence of new connections.
  • Focus on efforts.
  • Develop communication skills.

 

 

g. Action plan for implementation.

Submitted to the file submission box.

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