Unit of Competency: BSBRES401 – Analyse and present research information
BSBWRT401 –Write Complex Documents
BSBCUS402 – Address Customer Needs
PY Topic: Topics 3 – Customer Service and Research Skills
Assessment Task: Task 3.2 – Research Report
Assessment Submission Checklist
(Student must submit all of these documents) Draft Report with feedback provided by your colleague (we suggest using Track Changes that show their suggested amendments
Correspondence with feedback gathered about the suitability and sufficiency of your findings.
Final Report

Assessment Instructions to Student:
• Attempt all questions in the assessment.
• All answers to be typed using Microsoft Word
Resources permitted during assessment:
• Dictionaries: Standard, Bilingual, Digital
• Electronic devices: Laptops, Computers, Internet
Additional Assessment Instructions to Assessor:
Reasonable adjustment: Trainers may make reasonable allowances for learners in accordance with the C&I Learner Support Policy contained in the Participant Handbook. This may relate to the timeframe for undertaking this assessment task in class or relate to an extension to the due date. Consult with the Curriculum & Learning Manager prior to administering this assessment to ensure Learner Support needs are met.
BSBRES401 Assessment Requirements
Performance Evidence
Evidence of the ability to:
• identify or confirm research requirements and objectives
• gather, organise and present workplace information and data
• update, modify, maintain and store information
• maintain and handle data and documents systematically and securely
• prepare and produce reports including:
• recommendations based on the analysis of information
• clear and justified assumptions and conclusions
• use of efficient, valid and reliable methods
• use Boolean operators and other search tools
• analyse, evaluate and interpret data to support organisational activities.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
• explain organisational systems for recordkeeping/filing, including security procedures
• identify organisational policies and procedures and legal and ethical obligations relating to workplace information
• explain concepts related to research and analysis including reliability and validity
• give examples of techniques for data analysis and how they are applied
• explain research processes and strategies to identify new sources (online and print) of information and to use them most efficiently and effectively.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the knowledge management – research field of work and include access to:
? workplace information systems, equipment and resources
? workplace policies and procedures
? case studies and, where possible, real situations.
BSBWRT401 – Write Complex Documents
Performance Evidence
Evidence of the ability to:
• plan, draft and finalise complex documents that require review and analysis of a range of information sources
• use business technology to apply formatting, and incorporate graphics
• edit the draft text to ensure accuracy and clarity of information, obtain feedback on the draft and revise the draft
• apply the enterprise style guide/house style.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
• identify the enterprise style guide/house style
• outline formatting styles and their impact on formatting, readability and appearance of documents
• explain rules and conventions for written English, as defined by general and specialist sources.
BSBCUS402 Assessment Requirements
Performance Evidence
Evidence of the ability to:
• communicate effectively with customers including
• helping customers to articulate their needs and evaluate options
• explaining products/services and how they match customer needs
• establishing regular communication
• explaining customer rights and responsibilities
• address customer’s needs
• use organisational procedures to document customer satisfaction
• develop and maintain networks to support meeting customer needs
• identify potential difficulties in meeting customer needs and taking appropriate action.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
• explain organisational procedures and standards for establishing and maintaining customer service relationships
• describe informed consent
• explain consumer rights and responsibilities
• describe ways to establish effective regular communication with customers
• outline details of products or services including with reference to:
• possible alternative products and services
• variations within a limited product and service range.

Research and Analysis Report
Please read the following scenario and address the answers to the questions provided. Using Microsoft Word, answer each question below in a report format using the style guide provided.
Scenario
Your organisation has compiled statistics gathered over a period of 12 months on customer complaints. You have been asked by your manager to review the data based on your team’s customer service skills. After you have analysed the data provided below, you are to create a report that addresses the assessment questions.
The following key is to indicate the focus of the customer complaint that has been recorded. K, R & B indicate the complaint was caused by the relevant staff; P indicates the complaint is caused by a product; S indicates the complaint is caused by an external service provider.
Customer Service Complaints Data
Key for staff: K = Kasyme, R = Raquel, B = Basel
Each letter represents one complaint. i.e. K = 1 complaint towards Kasyme; S, S = 2 service complaints.
Week Mon Tue Wed Thu Fri Sat Sun
1 S P K B
2 P, B S P P, K
3 R B P, B S P P
4 B, P S P P
5 P S P, K
6 P B P B K
7 R B, B S P, B B
8 S K
9 P R
10 R S K
11 P, B S B P R P, S, B
12 P K
13 R, S P
14 S K P
15 B P, B P, B
16 S
17 P R
18 S P
19 P B, R S, B P P, B
20 B P
21 K S
22 R P, B
23 R S K
24 P B, S P B
25 K
26 R, S
27 R P, B
28 B B, P P K B
29 S, B
30 P, B K
31 R, B
32 B P, B S, B
33 S, P K
34 S
35 R
36 S, B P B B
37 P K
38 R
39 S R
40 B, S S K B, P
41 P, B
42 S, B
43 P
44 P, B B S B
45 K P, S
46 K R, P S, B
47 S, B
48 P S, B B, B
49 R
50 R P, B K
51 S, B P
52 P, B R K S, P B B
QUESTIONS:
1. Analyse your data findings from the scenario provided?
2. What are your findings from this data analysis? What impact will this data have on your company?
3. Explain the data analysis methods you used and how you have applied these methods e.g. quantitative, qualitative.
4. Create a graphical representation of the data using MS Excel and insert into your report
5. How will this organisation monitor the levels of customer satisfaction in the future to ensure that their levels of customer services maintain a high level?
6. Explain where would the organisation store this information for future reference? Which departments would find this information useful for their operations? Should this data be stored securely? If yes, why?
7. How might the organisation store this data securely to protect their intellectual property?
8. What policies and procedures may need to be updated as a result of your research findings?
9. Share your draft copy of your report and your data findings with a colleague by sending them your report via email. Ask them to provide written feedback on your assessment based on the suitability and sufficiency of your findings. Your classmate is to provide a written response to the following questions which may be in email format. Note: Their written response must be submitted as part of your assessment evidence. This may be a copy of the email they send to you.
Based on the feedback you receive from your colleague, answer the following questions:
a. Do they agree on the outcome of your data analysis?
b. Do they agree with your identified solution?
c. What additional data findings would they recommend to be added to your findings?
d. Ask them to provide feedback on your report layout and format for improvement recommendations
10. Create a final copy of your report which includes the recommended changes suggested by your colleague. Ensure you submit the following into Moodle:
a. A copy of your Draft Report with feedback provided by your colleague (we suggest using Track Changes that show their suggested amendments)
b. A copy of correspondence with feedback gathered about the suitability and sufficiency of your findings.
c. A copy of your Final Report

STYLE GUIDE
Structure of reports should be flexible but generally follow:
• Title
• Introduction
• Body
• Conclusion/Recommendations
• Appendices
• References
Introduction should do the following:
• present an overview of the subject matter
• describe the research methods
• identify the findings (can use bullet points)
• list recommendations (can use bullet points)
• use language appropriate to audience and purpose.
Body text
Body text should be ordered into clear sections with sub-sections if required. Text should contain analysis of findings and should be written using paragraphs.
Language uses plain English as follows:
• active verbs
• present tense
• accurate language with any jargon explained
• formal English tone
• no contractions
General presentation
• use consistent format including fonts and styles
• use font size 10-12 for body text
• use 1.5 spacing
• one line between paragraphs
• justify text
• use same font style for all headings
• use section headings
• your name and date in footer
• include page numbers
• use correct citation for all references used.