FMCS1100 Communication and Culture Develop and Manage Organisational Systems

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FMCS1100 Communication and Culture

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Assessment Brief And Instructions

This assessment comprises both the knowledge evidence in PART A and the evidence on managing organisational systems to ensure quality customer service within a simulated workplace environment in PART B. You are required to respond to all the knowledge evidence questions (PART A) and as well as complete the Customer Service Improvement Project (PART B) to be deemed competent. In this assessment learners are required to develop and manage organisational systems for customer service, review and modify plans, policies and procedures. Learners are also required to monitor and assist teams in regards to customer service.

Knowledge Evidence

This assessment comprises the knowledge evidence of the unit BSBCMM511. You are required to respond to the Six (6) knowledge evidence questions in order to be evaluated for the underpinning knowledge requirements attached to the unit

Customer Service Improvement project

Using the Customer Service Improvement Project template provided in this assessment, you are required to develop and manage organisational systems to ensure quality customer service for an enterprise of your choice (within Australia) or use the simulated organisational context of David Jones Fashion Retailer. You will be working towards performing the following tasks within the simulated work environment or your chosen organisation. If you have chosen your own work environment, you will need to arrange and gather several relevant documents from your workplace to analyse review and modify for the purpose of assessment requirements. Whether you choose your own workplace or the simulated work environment, to demonstrate competency you will need to complete several tasks following the exact structure as mentioned using the customer service improvement project template.

develop and manage organisational systems for quality customer service

develop and review plans, policies and procedures for delivering and monitoring quality customer service

implement policies and procedures to ensure quality customer service

solve complex customer complaints and system problems that lead to poor customer service

monitor and assist teams to meet customer service requirements develop, procure and use human and physical resources to support quality customer service delivery

FMCS1100 Communication and Culture

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