Sydney Metro College: Manage Personal Work Priorities - BSBWOR501

This assignment addresses the management of personal work priorities and professional development, encompassing two primary tasks. The first task involves creating a position description for a Customer Service Representative, developing two work plans, and maintaining a journal reflecting on the process of managing work priorities. The work plans focus on achieving communication skills, customer satisfaction, and teamwork. The second task centers on developing and maintaining professional competence through the creation of a Professional Development Plan, meeting notes, and a reflective journal. The assignment emphasizes the importance of setting goals, utilizing KPIs to measure performance, and addressing personal strengths and weaknesses to enhance overall work effectiveness and achieve organizational objectives. The solution provides a comprehensive guide for students to understand and execute the key elements of the assignment, including the role of effective communication, teamwork, and continuous professional growth within a customer service environment.

MANAGE PERSONAL WORK PRIORITIES AND
PROFESSIONAL DEVELOPMENT
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Table of Contents
Introduction......................................................................................................................................3
Task 1: Manage personal work priorities........................................................................................4
A position description..................................................................................................................4
Two work plans...........................................................................................................................5
Journal..........................................................................................................................................9
Task 2: Develop and maintain professional competence..............................................................13
A professional development plans.............................................................................................13
Meeting notes.............................................................................................................................16
A journal....................................................................................................................................17
Conclusion.....................................................................................................................................18
References......................................................................................................................................19
Appendices....................................................................................................................................21
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Introduction
In this assignment, there are two different tasks on managing the personal work priorities and
professional development. In the first task of the assessment managing own work priorities will
be initially the position description of the job will be established and our goals will be developed.
Finally, the journal will be written on containing reflections on the process of managing work
priorities. In the second task, development and maintenance of personal competence will be
done. For that, a Professional Development Plan will be developed various meeting notes, and
finally, a journal will be written on developing the plan.
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Task 1: Manage personal work priorities
A position description
Customer Service Representative Job Description
Requirements of
educational requirement
 General education of High School degree or any diploma
degree
 The ability of excellent communication skill, problem-
solving and decision-making skills at the time of stress
(American Occupational Therapy Association, 2015)
 Necessary computer skills, comfortability in using
computers
 At least the experience of working as customer support
around one year
Responsibilities of the
Customer Service
Representative
 maintenance of professional and positive attitude at the time
of communicating with the customers
 An appropriate response providing for the enquiry of the
customer
 Multiple tasking or communicating through various
channels
 Knowledge about the organisational services and products
to give a proper answer to the customer's query (Chang et
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al. 2017)
 Acknowledging the customer's complaints
 Coordination and communication with the other colleges
 Resolving the complaints of the customers
 Using the organisational protocol at the time of doing the
job
 Keeping the record of the customer's complaints, comments
and also of various interactions
 Taking feedback about the customer service process from
the customers
 providing proper guidance of the junior customer service
representative (Mohiuddin et al. 2017)
 Providing customer support professionally and also ensuring
the satisfaction of the customer
Two work plans
Goal 1
Work activity Description Goal/s KPIs Timeframe
Person
responsible
Effective The primary To become For reaching The
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communicatio
n skills and
decision-
making ability.
responsibility of
the customer care
representative is to
provide the best
solution for the
customers with
effective
communication
skill and problem-
solving abilities.
To become the best
employee in the
customer service
need proper
knowledge about
the products and
services and
understanding the
problems of the
customer and
providing them
with instant
the
customer's
favourite
customer
service
representative
in Tata
Teleservices,
Australia.
Custome
r
satisfacti
on and
retention
(Murphy,
2017)
this daily
goal, work is
needed with
a proper area
of
improvement
for the
Future Days
supervisors
can also help
in achieving
the goal, but
the adequate
effort has to
give by the
representative
himself.
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solutions.
Goal 2
Work activity Description Goal/s KPIs Timeframe
Person
responsible
Teamwork,
cooperation
skills with
others,
communication
skills, problem-
solving skills
(Schön, 2017)
For became one of
the best team in
Tata
telecommunication
customer service
efficient teamwork
abilities are
essential.
However, it is the
responsibility of
the entire team to
understand the
competencies and
weaknesses of each
other for
developing a
strong team.
To become
the best
customer
care
providing a
team in Tata
Teleservices
Australia.
Employe
e
turnover
A
significant
achievement
needs a
proper
framework
for the work
procedures.
In addition
to that, the
daily
customer's
satisfaction
and
employee
turnover can
help in
Each of the
team members
is responsible
for this goal
achievement. In
addition to that,
the supervisor
of the team and
the team leader
has more
significant
responsibilities.
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achieving
this team
goal.
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Journal
Tata Teleservices is one of the most renowned organisations in the telecommunication world
according to me.
1. Review your job description and your organisation’s business plans, business goals,
policies and procedures.
Tata group believes in business excellence future thinking and innovation for achieving the
organisational values and purpose and code of conduct. There are multiple services which are
provided by Tata Telecom those include bandwidth, Data Services, leased lines, managed
network connectivity mobile, broadband telephony services, telecommunication solutions, etc.
The mission of this organisation is to be recognised as the most reliable Global network for
suppliers and customers (Biggs et al. 2014). In addition to that, delivering the value of the
services and product to this network development process are significant. However, responsible
value also will be given to the stakeholders. The vision of this organisation is to become globally
substantial and different chosen businesses by the year 2025.
The job description includes providing Customer services to the customers of Tata Teleservices.
The business plan of the organisation is to be globally recognised by the year 2025 (Skinner et
al. 2014). The goal of the business is to provide business excellence future thinking and
innovation for attracting a more significant number of global customers (American Occupational
Therapy Association, 2015).
2. The different personal and team goals during from the organisational policies,
procedures and plans-
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 To become the customer's favourite customer service provider employee in Tata
Teleservices
 To become the best customer care providing a team in Tata teleservices Australia
 To develop my communication skill for improving effective communication skill with
the customers
 To understand the complaints of the customer and provide them with the best solution in
the minimum time
The reason and ways of establishing the goals- Creating a goal for the professional career help an
individual in achieving the objectives of the organisation and also the use of proper goal setting
minimise the time of achieving it. Identifying the four established goals the organisational plans
and objectives are considered. The organisation Tata Teleservices wants to be the leader of
Telecommunication services for which these personal and team goals are appropriate for
organisational achievement.
KPI to measure performance related work goals- for achieving goals considered for this
assignment the customer satisfaction and retention and employee turnover key performance
indicators will help in measuring the performance (Biggs et al. 2014).
3. a. The ways by which KP will use to measure work latest performance- for ensuring the
performance and estimating it, the different components of the key performance indicators will
be evaluated to get the final results. For instance, to use the customer satisfaction and retention
KPI, the feedback taken from the customer about the performance of customer services will be
measured to identify the improvement in achieving the goal.
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b. There are some organisational policy and conditions which restrict the employee in the
procedure of upgrading the performances. In that scenario, a proper Development Plan will be
developed considering the circumstances and contingencies. Considering the conditions and
emergencies will help in developing an appropriate plan which will not affect the performance of
the individual.
c. In measuring the performance of the goal achievement, the personal strengths and weaknesses
are significant. I have strong communication skills and decision-making skills which will be the
main area of strengths. Except that, my time management skills and problem-solving skills are
not appropriate for achieving the goals and measuring its performance by the key performance
indicators.
4. I have selected some prioritise activities for achieving the goals which include teamwork,
cooperation and communication skill, problem-solving skills and decision-making skills. For
attaining the advance for girls, this Paradise activities has helped me in developing the two
different work plans and also meeting the demand of achieving the goals (Cottrell, 2015).
5. For managing the work, priorities have selected the two primary goals. The first one is
associated with becoming the best customer service representative in the organisation and the
second goal is related to becoming the best customer care team in the organisation. For managing
the time of the plans I have identified the main work as my goal, therefore, I can regularly
practice it for the development process.
6. a. Both of my prioritised goals are associated with becoming a role model for the work
planning and also for the organisation. As the total business if customer oriented, therefore,
establishing a goal of becoming the best customer care representative in the organisation
generally enhances the priority of the work plan. My daily work activities in the organisation can
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be taken as the example. For instance, my politeness at the time of communicating with the
customer directly help in developing a positive professional relationship between the customers
and me.
b. For maintaining the work-life balance, I will provide my proper dedication towards my job
role at the time of work, and after leaving the office, I will not be taking stress about my job
activities and goals. This process will help me in managing the pressure as well as I will get
enough time for maintaining my health and work-life balance.
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