详解assessment task评估任务.pdfVIP

Developcustomerserviceplan

Submissiondetails

Candidate’snamePhoneno.

Assessor’snamePhoneno.

Assessmentsite

Assessmentdate/sTime/s

TheAssessmentTaskisdueonthedatespecifiedbyyourassessor.Anyvariationstothis

arrangementmustbeapprovedinwritingbyyourassessor.

Submitthisdocumentwithanyrequiredevidenceattached.Seespecificationsbelowfor

details.

Performanceobjective

Thecandidatewilldemonstratetheabilitytoplantomeetcustomerrequirementsthrough

thedevelopmentofacustomerserviceplan.

Assessmentdescription

Youwilldevelopacustomerserviceplanforthesimulatedbusiness‘InnovativeWidgets’.

YouwillgatherthebackgroundinformationonthesimulatedbusinessfromyourStudent

WorkbookandanyinformationaboutInnovativeWidgetsthatyoumayhavecreatedinthe

courseofcompletinglearningactivitiesintheStudentWorkbook.

Procedure

1.Overthedurationofthecourse,gatherinformationontheInnovativeWidgets

simulatedbusinessfromcoursematerials.

2.Overthedurationofthecourse,basedontheinformationyouareprovided,produce

acustomerserviceplanforInnovativeWidgets.Yourcustomerserviceplanshould

include:

a.visionandmissionstatementsthatrefertointernalandexternalcustomers

b.productstandardsthatinclude:

i.dimensions

ii.tolerances

iii.pricing

iv.material

v.delivery

c.policiesandproceduresfor:

i.gatheringcustomerinformationandconductingmarketresearchto

identifycustomerneedsusingtheRATERmodel

ii.respondingtocustomercomplaints

iii.managingrecordsan