SITXCCS008 Assessment 3: Develop and Manage Quality Customer & Service

This report provides an analysis of organizational structure and behavior within a company, focusing on achieving high customer satisfaction. It examines the development of the organization based on customer preferences and requirements, ensuring that potential business threats are addressed and that staff members are well-informed. The report specifically addresses the policies developed for the Cape Lighthouse restaurant, which faced challenges in customer satisfaction and staff management. It covers four service periods, including the implementation of booking policies, customer feedback policies, and staff policies. Communication strategies with staff, monitoring service provisions, and evaluating service instances are also discussed, along with incorporating feedback into future instances. The report further includes a summary of what worked well, areas needing improvement, policy evaluation methods, staff involvement in evaluation, and the implementation of required changes in subsequent service instances. The nature of major tasks for each service period are also outlined, providing a comprehensive overview of the customer and service practices.

SITXCCS008
Assessment 3
Observations
Develop and Manage Quality customer and
service practices

Contents
Introduction................................................................................................................................3
About Cape lighthouse...............................................................................................................4
Service period A: Implementing policies and procedures.........................................................4
Policy 1: Booking policy........................................................................................................4
Policy 2: Customer feedback policy......................................................................................6
Policy 3: Policy for staff........................................................................................................8
Service period B: Communication of requirements with staff...................................................9
Service period C: Monitoring service provisions and managing efficiently............................10
Service period D: Evaluation of service instance and incorporation of feedback into next
instance.....................................................................................................................................11
Brief summary..........................................................................................................................13
What worked well?..............................................................................................................13
What needs improvement?...................................................................................................13
How you have evaluated each policy you have implemented?............................................13
How was staff involved for the purpose of evaluation?.......................................................14
How you will implement each identified change required into the following service
instance?...............................................................................................................................14
Nature of the major tasks for each service period....................................................................16
Conclusion................................................................................................................................20
References................................................................................................................................21
Table of figures
Figure 1: Process for booking policy.........................................................................................4
Figure 2: Customer feedback policy process.............................................................................6
Figure 3: Staff policy process....................................................................................................8
Figure 4: Staff meeting outcomes..............................................................................................9

Introduction
Following assessment is mainly based on practices of organisational structure and
organisational behaviour existed in a company. The main instance followed will procure and
needs a high level of satisfaction on the part of customers. The main development of the
organisation is properly based on what customer likes and what are their requirements. This
will make sure that no possible threat to the business will occur and important information to
be acknowledge by the staff for maintaining right environment. The main policies are
developed on the case of Cape Lighthouse restaurant due to low level of customer satisfaction
and main issues existed in the staff management.

About Cape lighthouse
Cape lighthouse is a restaurant which was refurbished sometimes ago and provide new
services and facilities to customer after renovation. The main point of view for any customer
to select the restaurant is the Coral Sea view from it dining site. This is the major USP as well
as positive point towards the goodwill and image of the restaurant.
Following are the 4 service periods over which the main policy and procedures are followed
in the organisation,
Service period A: Implementing policies and procedures
This service period mainly analyse the implementation of polices which are at first priority to
be implemented and what are their orders to be implemented in the organisation.
Policy 1: Booking policy
The main requirement of a high and five star hotel is to make arrangements which will not
leads to confusion further. For making the following policy implemented, there is a need for
implementing the following procedure on the part of restaurant,
Options of online and offline booking
These options should be available in all restaurants. This will make sure that all procedures
are well established in areas of management and no staff mismatch has occurred during time
of booking. At the time of offline and online booking, it is being required for the restaurant to
send SMS or mail at the official id of the customer to make a confirmation. This will assure
staff about all the records made as well as customer to show a proof of their booking (Zhang,
et al., 2018).
Figure 1: Process for booking policy
(Source: Author, 2020)Setting time duration
Reservations
for specified
tables
Setting time
duration
Options for
online and
offline
booking

However, when customer enters the establishment, it is not fix that whether he or she spends
less or more time in premises. But, it should be the general policy of the restaurant to make a
view about customer time in the restaurant at the time of booking. This will make sure that is
it possible to make another booking on the table for same day or not.
Reservations of only specified tables
It should be mandatory in the restaurant to leave a specific amount of tables for emergency
and contingency at the time of booking misunderstanding. It would help the staff to not let
the customer suffer by waiting (Tokassynova & Akbaba, 2017).

Policy 2: Customer feedback policy
This policy is mainly develop on the basis of gaining important set of customer queries too be
resolved at time. This will make sure that no adoption of excess complaints by customer and
sense of ignorance by staff would be developed. In implementing the following, the main
benefit is based on ensuring all issues to be resolved and a proper pay time has been provided
to customers. Following are the procedure to implement feedback process,
Setting goals for customer service
The main process of getting feedback resolved are important as they make sure that which
process to be followed while handling a customer. The inclusion of goals will be as follows,
 Listen to customer query
 Decide whether to be solved by staff or higher authority
 Assure the customer about their feedback to be resolved as soon as possible.
 Making sure that all records has been maintained and it should be listed in restraint
feedback system and effective monitoring has been processed as not to repeat process
next time (Barlan, 2017).
Figure 2: Customer feedback policy process
(Source: Author, 2020)Training of the staff
All staff has been allotted to serve a specific number of tables in a day which was reserved.
There should be specific staff for handling the unreserved table customers. This will make
sure that no ambiguity and delay in attending customer feedback will be made.
Management commitment
Customer
Feedback policy
Training for
staff
Management
commitment

This procedure will be implemented for making sure that management is fully responsible for
all the consequences. The main achievement under this program will help in assuring that no
consequences of pending feedback will be occurred (Chun & Nyam, 2020).

Policy 3: Policy for staff
This policy is mainly required when dealing with negative consequences and different
behaviours of staff at workplace. This will make sure that important relations in areas of
customer relationship and staff motivation to work will be assured. Following are the
procedure for the implementation of the same policy,
Setting mission for organisation
This will mainly focused on how each activity need to be performed by staff. All those
follows a high commitment on part of both staff and organisation. This will help in assuring
important practices for managing staff training and dealing with customers (Gregorash,
2016).
Figure 3: Staff policy process
(Source: Author, 2020)Personal development training
This training are based on staff presentation and making an effective approach towards
customers. An appropriate level of professionalism would be initiated to follow the same.
Staff commitment
If there is a particular commitment by the staff to attend the customer, then it must be
followed. It should be monitored with help of controlling system and making effective look
on staff activities by the management authority.
Setting mission
for organisation
Personal
development
training
Staff
commitment

Service period B: Communication of requirements with staff
This one is the most effective part when making decisions to make effective communication
and implement policies in all areas. A proper communication with staff will reduce
ambiguity. Following are the modes which can be used to communicate the policies to staff,
Staff meeting
This is the most common and relevant manner under which all staff addressing and answering
to queries are made. A meeting should be held when all staff members are present and then a
proper code of procedures and conduct should be discussed. This meeting can be presented
with help of presentation by the manager and options for all staff questions and confusions
can be given. If a proper meeting is always held at the end of month then all queries related to
reservation problems, portal issues in booking online, staff conflicts, customer negative
feedbacks can be cleared from the backlogs. Effective set of meeting will leads to following
outcomes in collaboration,
Figure 4: Staff meeting outcomes
(Source: Pastoral Institute, 2020)
Taking review from employees on new set of policies
This can be an effective medium of policy set up. This will ensure that major practices has
been resolved in areas of setting effective management and making sure that all staff has
considered and are comfortable with review of policies. It will guide staff with all procedures
for reservation and how to settle the problem of double booking at same table (Basri, et al.,

2016). Apart from this, an effective procedure of customer services like menu, prices,
cancellation charges, booking time, official restaurant hours etc. would be pre-defined to staff
to communicate with customers.
Setting live presentation of situation
Sometimes, it is a better options to make a role play of the emergency and wrong situations
occurred while dealing with customer. This will communicate effective use of skills by staff
to handle the same and what will be his next action if no booking record was found in the
system. At the time of customer queries, this role play will be effective as teaching staff about
professional code of conduct (Lovegreen, 2018).
Service period C: Monitoring service provisions and managing efficiently
After making implementation and making sure that all practices are managed effectively, it is
important to get the right requirement fulfilled. The main evolution in areas of setting
important practices are managed. This will be developed in implementation of effective
monitoring practices. The major consequences of effective provisions are well presented by
the incorporation of efficient working conditions. In getting important areas of association,
the effectiveness in areas of getting right monitoring system is important. Following should
be the monitoring process which can be followed effectively in areas of managing
appropriate services,
Booking records cross checking
After making records of book appropriately managed, it is also required to cross check
whether the booking is made effectively and important criteria is met in right order. The main
development focus was made when effective delivery in areas of right customer serving is
made. It should be advisable to provide backup programs in case of booking not available.
The main basis of monitoring will make sure that no practices are managed effectively
without making a check and response by all support staff.
Review of new policies by customers
The main analysis are made in areas of important factors solving association which will make
sure that appropriate practices are managed accordingly. In getting a review from customers,
the satisfaction level of customer will be known and any revision required will be adopted.
Customer feedback will be one of the best monitoring activity which will make sure that
adoption of practices are put in so as to make less complications (Jung, et al., 2018).

Managing staff behaviour
This will be one of the most important process as it will make sure that process are already
reached in areas of effective service providing. The main regards with dealing in different
staff behaviour can be easily recorded with help of staff performance improvement plan. Staff
behaviour in a restaurant will be the main reason for assuring best practices and making sure
that improvement are managed effectively in areas of policy development plan.
Service period D: Evaluation of service instance and incorporation of feedback
into next instance
The main association in areas of service periods or instances can be only followed when
effective process management are done in above all process. This will mainly followed that
all implementation activities and management of staff behaviour are managed and
communication has been made.
From the overall assessment and marking the main areas of commitment, the service
instances are managed in the following manner as follows,
Removal of duplication of work
When completing the work, the main assessment is provided in areas of getting effective
management and assuring areas of interest. The effectiveness in getting resolved substances
for management can be done effectively. By making right time management staff to work at
reception, no confusion would takes place.
Managing the communication through improved status of customer feedback
In the main development, it was assured that no mismanagement and misunderstanding
would takes place in case of reviewing and understanding policy. But implementing the
policy, it was observed that many staff members missed the guidelines and same mistakes
was repeated. It was observed to make sure that no areas of establishment are made possible
until improvement in decision making can be made (Bilgihan, et al., 2018).
Association of integrated system of networks to ensure fast customer feedbacks
All the professional standards has been maintained when working efficiently and personal
problems of customer like hygiene, quick order, less waiting time was observed. This will
make sure that recognition in areas of assisting the customers are made possible. The main
effectiveness of getting feedback in this process will be assured when management has its

relevant positions and importance in identifying suitability management to customer is
important.