Recent Question/Assignment

ASSESSMENT INFORMATION FOR STUDENTS
Throughout your training we are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements.
You are going to be assessed for:
• Your skills and knowledge using written and observation activities that apply to the workplace.
• Your ability to apply your learning.
• Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor will guide your learning and provide feedback on your responses to the assessment materials until you have been deemed competent in this unit.
HOW YOU WILL BE ASSESSED
The process we follow is known as competency-based assessment. This means that evidence of your current skills and knowledge will be measured against national standards of best practice, not against the learning you have undertaken either recently or in the past. Some of the assessment will be concerned with how you apply your skills and knowledge in the workplace, and some in the training room as required by each unit.
Your Trainer will discuss with you whether your current or past workplaces are suitable to use and a basis for your assessments.
Where you have a workplace that is supportive and resourced the preferred choice is that you will complete the assessment tasks on their workplace using a similarly sized and similarly complex project. This may provide better assessment outcomes for you. This choice should be negotiated with the Trainer.
If you do not have a suitable workplace on which to base you assessment, the Trainer / Assessor may create a simulated workplace via a case study or sets of instructions based on your needs or use a standard pre prepared case study/simulated environment.
Because of variations within organisations and learner access it is permissible to use a combination of workplace and the simulated business to complete the assessment tasks. Discuss this with your Trainer.
The assessment tasks have been designed to enable you to demonstrate the required skills and knowledge and produce the critical evidence to successfully demonstrate competency at the required standard.
Your assessor will ensure that you are ready for assessment and will explain the assessment process. Your assessment tasks will outline the evidence to be collected and how it will be collected, for example; a written activity, case study, or demonstration and observation.
The assessor will also have determined if you have any special needs to be considered during assessment. Changes can be made to the way assessment is undertaken to account for special needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks?
Our assessment process is designed to answer the question “has the desired learning outcome been achieved yet?” If the answer is “Not yet”, then we work with you to see how we can get there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer will provide you with the necessary feedback and guidance, in order for you to resubmit your responses.
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel you have sufficient grounds to believe that you are entitled to be assessed as competent. You must be able to adequately demonstrate that you have the skills and experience to be able to meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the student. You can request a form to make an appeal and submit it to your trainer, the course coordinator, or the administration officer. The RTO will examine the appeal and you will be advised of the outcome within 14 days. Any additional information you wish to provide may be attached to the appeal form.
What if I believe I am already competent before training?
If you believe you already have the knowledge and skills to be able to demonstrate competence in this unit, speak with your trainer, as you may be able to apply for Recognition of Prior Learning (RPL).
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately. To do this they need to:
• Ensure that participants are assessed fairly based on the outcome of the language, literacy and numeracy review completed at enrolment.
• Ensure that all documentation is signed by the student, trainer, workplace supervisor and assessor when units and certificates are complete, to ensure that there is no follow-up required from an administration perspective.
• Ensure that their own qualifications are current.
• When required, request the manager or supervisor to determine that the student is ‘satisfactorily’ demonstrating the requirements for each unit. ‘Satisfactorily’ means consistently meeting the standard expected from an experienced operator.
• When required, ensure supervisors and students sign off on third party assessment forms or third party report.
• Follow the recommendations from moderation and validation meetings.
How should I format my assessments?
Your assessments should be typed in a 11 or 12 size font for ease of reading. You must include a footer on each page with the student name, unit code and date. Your assessment needs to be submitted as a hardcopy or electronic copy as requested by your trainer.
How long should my answers be?
The length of your answers will be guided by the description in each assessment, for example:
Type of Answer Answer Guidelines
Short Answer 4 typed lines = 50 words, or
5 lines of handwritten text
Long Answer 8 typed lines = 100 words, or
10 lines of handwritten text = 1/3of a foolscap page
Brief Report 500 words = 1 page typed report, or
50 lines of handwritten text = 11/2foolscap handwritten pages
Mid Report 1,000 words = 2 page typed report
100 lines of handwritten text = 3 foolscap handwritten pages
Long Report 2,000 words = 4 page typed report
200 lines of handwritten text = 6 foolscap handwritten pages
How should I reference the sources of information I use in my assessments?
Include a reference list at the end of your work on a separate page. You should reference the sources you have used in your assessments in the Harvard Style. For example:
Website Name – Page or Document Name, Retrieved insert the date. Webpage link.
For a book: Author surname, author initial Year of publication, Title of book, Publisher, City, State
ASSESSMENT GUIDE
The following table shows you how to achieve a satisfactory result against the criteria for each type of assessment task. The following is a list of general assessment methods that can be used in assessing a unit of competency. Check your assessment tasks to identify the ones used in this unit of competency.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for the unit. The assessment process is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of these to be deemed competent overall. Your assessment may include the following assessment types.
Questions All questions answered correctly Incorrect answers for one or more questions
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace Answers do not address the question in full. Does not refer to appropriate or correct sources.
Third Party Report Supervisor or manager observes work performance and confirms that you consistently meet the standards expected from an experienced operator Could not demonstrate consistency. Could not
demonstrate the ability to achieve the required standard
Written Activity Does not follow guidelines/instructions
Attachments if requested are attached Requested supplementary items are not attached
All requirements of the written activity are addressed/covered. Response does not address the requirements in full; is missing a response for one or more areas.
Responses must refer to appropriate sources from your workbook and/or workplace One or more of the requirements are answered incorrectly. Does not refer to or utilise appropriate or correct sources of information
Observation/Demonstration All elements, criteria, knowledge and performance evidence and critical aspects of evidence, are demonstrated at the appropriate
AQF level Could not demonstrate elements, criteria, knowledge and performance evidence and/or critical aspects of evidence, at the appropriate AQF level
Case Study All comprehension questions answered correctly; demonstrating an application of knowledge of the topic case study. Lack of demonstrated comprehension of the underpinning knowledge (remove) required to complete the case study questions correctly. One or more questions are answered incorrectly.
Answers address the question in full; referring to appropriate sources from your workbook Answers do not address the question in full; do not refer to appropriate sources.
ASSESSMENT COVER SHEET
Assessment Cover Sheet
Student’s name:
Assessors Name: Date:
Is the Student ready for assessment? Yes No
Has the assessment process been explained? Yes No
Does the Student understand which evidence is to be collected and how? Yes No
Have the Student’s rights and the appeal system been fully explained? Yes No
Have you discussed any special needs to be considered during assessment? Yes No
The following documents must be completed and attached
S NYS
? Observation / Demonstration
The student will demonstrate a range of skills and the assessor will observe where appropriate to the unit.
The Observation Checklist will be completed by the assessor. S NYS
? Questioning Checklist
The student will answer a range of questions either verbally or written.
The Questioning Checklist will be completed by the assessor. S NYS
I agree to undertake assessment in the knowledge that information gathered will only be used for professional development purposes and can only be accessed by the RTO:
Overall Outcome ?Competent ?Not yet Competent
Student Signature: Date:
Assessor Signature: Date:
Result and Feedback
Overall Outcome ?Competent ?Not yet Competent
Assessor Signature: Date:
A1 WRITTEN ACTIVITY
For this assessment you will need to perform the following tasks. These tasks will need to be completed and submitted in a professional, word processed, format. Each task must be 1000 words minimum in length.
Where references are made to the ‘workplace’ or the ‘organisation’, please refer to “ASSESSMENT INFORMATION FOR STUDENTS” for instructions on choosing a suitable workplace for this assessment
It is recommended that you use Case Study - Bang On Bikes Customer Service Standards to answer the question in this assessment.
OR you may use a business case from your own workplace, however your trainer should first approve the business case to ensure it meets the requirements for this unit
Please note that this unit does not rely on the learner resource for the answers. You are required to take what you have learned from the Learner Resource, your own independent research and any presentations form your trainer and apply that knowledge and skills to this assessment.. The provided Case Studies and templates are to create a simulated environment in which to base the context of the plan.
• Manage quality customer service - Sample Case Study - Bang On Bikes
• Case Study - Bang On Bikes Business Plan
• Case Study - Bang On Bikes Complaint-handling Policy
• Case Study - Bang On Bikes Customer Service Standards
Task 1
Case study:
You are a 2IC at a Bang On Bikes store and your manager has just requested that there be a complete overhaul of the customer service strategy in the branch. She has looked at the complaints file and it is has become quite thick with complaints from unhappy customers.
Her request is that you prepare a new plan to meet the customer service needs of the business.
1. Your task is to plan, deliver, monitor and adjust the customer service strategy in the business. You will need to write a report outlining how you will do this. You must address the following points in your report:
a. What types of complaints were received?
b. What methods can you use to ensure your plan meets the quality, time and cost specifications of customers?
c. How can you ensure the delivery of quality products and services in line with specifications within organisation’s business plan
Please note that although there is comprehensive treatment of this subject in the Learner Resource you are required to conduct your own independent research to complete this assessment. The provided Case Studies and templates are to create a simulated environment in which to base the context of the report.
g. record keeping and management methods
h. strategies for monitoring, managing and introducing ways to improve customer service relationships
i. strategies to obtain customer feedback
A1WRITTEN ACTIVITY CHECKLIST
Written Activity Checklist
For this assessment, the student must complete the written activity.
The written activity is a stand-alone activity that will allow the student to display the required knowledge and skills that are essential when deciding overall competency.
Student’s name:
Assessor’s name:
Has the student satisfactorily completed the written activity?
Yes No
Your task is to plan, deliver, monitor and adjust the customer service strategy in the business. You will need to write a report outlining how you will do this. You must address the following points in your report: ? ?
• What types of complaints were received? (Please provide improvised data here) ? ?
• What methods can you use to ensure your plan meets the quality, time and cost specifications of customers? ? ?
• How can you ensure the delivery of quality products and services in line with specifications within organisation’s business plan ? ?
• How would you monitor team performance to consistently meet the organisation’s quality and delivery standards ? ?
• How will you Help colleagues overcome difficulties in meeting customer service standards ? ?
• How will you obtain customer feedback to improve the provision of products and services ? ?
• How would you manage complaints and adapt customer services, products and service delivery in consultation with appropriate individuals and groups? ? ?
• How will you Manage records, reports and recommendations within the organisation’s systems and processes? ? ?
For this task you must research each of the following topics, and complete a basic report on your findings. You will need to use the organisation you work in or one you are familiar with to answer these questions. Use the following questions as a guide to your research: ? ?
• Outline the legislative and regulatory context of the organisation relevant to customer service ? ?
• Describe organisational policy and procedures for customer service including handling customer complaints ? ?
• Identify service standards and best practice models ? ?
• Summarise public relations and product promotion ? ?
• Outline techniques for dealing with customers including customers with specific needs ? ?
• Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of: ? ?
? ?
o customer needs research ? ?
o customer relations ? ?
o ongoing product and/or service quality ? ?
o problem identification and resolution ? ?
o quality customer service delivery ? ?
o record keeping and management methods ? ?
o strategies for monitoring, managing and introducing ways to improve customer service relationships ? ?
o strategies to obtain customer feedback ? ?
Feedback to Student:
Result ? Satisfactory ? Not Yet Satisfactory
Assessor’s Signature: Date:
A2 OBSERVATION/DEMONSTRATION
For this assessment you will need to perform the following observation in a workplace or simulated environment.
Where references are made to the ‘workplace’ or the ‘organisation’, please refer to “ASSESSMENT INFORMATION FOR STUDENTS” for instructions on choosing a suitable workplace for this assessment
It is recommended that you use Case Study - Bang On Bikes Customer Service Standards to answer the question in this assessment.
OR you may use a business case from your own workplace, however your trainer should first approve the business case to ensure it meets the requirements for this unit
Please note that this unit does not rely on the learner resource for the answers. You are required to take what you have learned from the Learner Resource, your own independent research and any presentations form your trainer and apply that knowledge and skills to theis assessment.. The provided Case Studies and templates are to create a simulated environment in which to base the context of the plan.
Observation activity:
1. Your task is to write a procedure identifying how you would manage quality customer service in your workplace. This procedure should include information on the following:
a. Needs of the customers
b. Quality, time and cost specifications
c. How team performance would be monitored
d. Strategies to monitor progress
e. Strategies to gather customer feedback
f. How resources can be procured
g. How resources can be used effectively
h. Problem solving techniques
i. Records management
This assessment can be performed in conjunction with your written assessment upon application to your trainer/assessor.
2. Your procedure will need to demonstrate that you have considered each of the below points and evidence of your ability to:
a. Develop and manage organisational systems for quality customer service
A2 OBSERVATION/DEMONSTRATION CHECKLIST
*Multiple copies of the checklist will need to be printed if the observation is to be observed more than once.
Observation/Demonstration Checklist
The observation/demonstration checklist is used by the assessor to observe the student demonstrating the application of the required skills and knowledge. For details on how to conduct and contextualise for competency, please refer to the section on contextualisation above.
*The assessor needs to ensure that they take detailed notes on the performance of the student in the comments section provided.
Student Name:
Assessor Name:
The student is able to demonstrate competency by:
Yes No How and where actions were observed:
Your task is to write a procedure identifying how you would manage quality customer service in your workplace. This procedure should include information on the following:
• Needs of the customers
• Quality, time and cost specifications
• How team performance would be monitored
• Strategies to monitor progress
• Strategies to gather customer feedback
• How resources can be procured
• How resources can be used
effectively
• Problem solving techniques
• Records management
Your procedure will need to demonstrate that you have considered each of the below points and evidence of your ability to:
A3 QUESTIONS
The following questions may be answered verbally with your assessor or you may write down your answers. Please discuss this with your assessor before you commence. Short Answers are required which is approximately 4 typed lines = 50 words, or 5 lines of handwritten text.
3. The business plan will have standards set for customer service. What might the content of these standards include?
6. How can you assist a staff member to improve their customer service?
8. What types of information might you need to record and report?
A3 QUESTIONS CHECKLIST
Questioning Checklist
The assessor needs to indicate whether they have conducted the questioning as written questions or as verbal questions by ticking the box below.
? Written Questioning ? Verbal Questioning
The assessor must provide evidence with the assessment tool. For written questions, the assessor must provide the student’s original written responses. For verbal questioning, the assessor must provide dot points as a minimum on the student’s responses.
For details on how to conduct and contextualise this form of assessment, please refer to the questioning checklist explanation in the assessor guide.
Student’s name:
Assessor’s name:
If questions are answered verbally, the assessor must write detailed answers in the sections provided below. The space below does not indicate the size of the answer anticipated. Keep typing and the space will expand. If answers are recorded separate to this document, they must be attached to the assessment documents. Satisfactory response
Yes No
1 ? ?
Answer:
2 Question: To ensure your plans meet specifications of customers what can you do? ? ?
Answer:
3 Question: The business plan will have standards set for customer service. What might the content of these standards include? ? ?
Answer:
4 Question: What are the characteristics of quality customer service? ? ?
Answer:
5 Question: What are the main reasons that poor work performance is exhibited by staff members? ? ?
Answer:
6 Question: How can you assist a staff member to improve their customer service? ? ?
Answer:
7 Question: List and describe the 4 steps to effective monitoring? ? ?

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