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Manage Quality Customer Service
HQCS: Manage Quality Customer
Service
Student Guide
BSBCUS501A: Manage Quality Customer Service
Elements of competence
Plan to meet internal and external customer requirements
Ensure delivery of quality products and/or services
Monitor, adjust and review customer service
BSB51107 Diploma of Management
_____________________________________________________________________________________
Module description
This module covers the skills and knowledge required to advise on and carry out customer service
strategies and to evaluate those strategies on the basis of feedback and design for service
improvement.
Learning outcomes
Students will, upon successful completion of this unit understand the needs of both ... Show more
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Your Customer Service Plan should include:
A vision and mission that refers to internal and external customers
Product standards that include: o dimensions
tolerances
pricing
material
delivery
Policies and procedures for: o identifying customer needs that conform to the RATER model
responding to customer complaints
o
obtaining customer feedback, including a feedback questionnaire
updating the plan that includes:
contingency changes due to unforseen events
routine reviews with no more than annual intervals.
All policies and procedures should:
Be clear and unambiguous
Be realistic and achievable
Contain prescriptive instructions for realistic scenarios
Contain decision trees and / or flow diagrams.
Your assessor will be looking for a plan that:
Is clearly written in plain English
Is easy to navigate
Has correct spelling and grammar
Contains sufficient evidence to meet the outcomes listed above
Shows consistency in the use of: o fonts
bullets
headings
Has any charts and tables produced.
HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010
Page 4
BSB51107 Diploma of Management
_____________________________________________________________________________________
Assessment Task 2
Responding to Customer Complaints
The Pareto Principle
Pareto s Principle 5 Implications For Online Businesses The Pareto Principle applies to a variety of
economic and business situations and states that roughly 80% of the outputs are directly attributable
to only 20% of the inputs. This concept is also frequently referred to as the 80/20 Principle or the
Law of the Vital Few.
The Pareto Principle is named for Italian economist, Vilfredo Federico Damaso Pareto who, in
1906, discovered that 80% of the land in Italy was owned by only 20% of the people. Later he
recognized that same lop sided relationship applied to other things as well (e.g., gardening).
Note that the 80% and 20% are not absolute values; rather, it is simply the unequal distribution that
is significant.
1. Individual Considerations:
The Pareto Principle ... Show more content on Helpwriting.net ...
3. Website Considerations:
Distribution is about getting the products to the customer, and in an online world, much of that
distribution happens via one or more of your websites.
Identify Your Critical 20% Websites
20% of websites account for 80% of the hits.
Determine Critical Traffic Patterns
Roughly 80% of your visitors see only 20% of your website pages. (This stat holds true for both
B2B and B2C, but may not hold true for pure content sites.)
Check Your Web Traffic Logs
You ll find that a small number of keywords, search engines websites give you the lion s share of
your traffic.
The Pareto Principle can provide guidance as you apply SEO to your pages and optimize traffic
patterns.
4. Management Implications:
Small companies, such as the bulk of internet businesses, drive the nation s economy. Your small
business will benefit if you understand how Pareto s Principle affects your results.
Evaluate Your Sales Force (Including
Comparison Of 1930 And 1940 s Inventions
In the 1930 s and the 1940 s, there were many new and creative inventions that make life easier
today. Just imagine life without television, a microwave, or even air conditioning. Well, thanks to
the 1930 s and 1940 s you aren t devastated and grateful for what you have. In the early 1930 s air
conditioning was invented by Willis Carrier. It was not like the air conditioning we have today, back
then the air conditioning systems were not aimed at human comfort, however they were designed to
control the humidity. Another inventionthat many people use today is colored television. In 1940
CBS began experimenting with color field tests using films as early as August 28, and live cameras
by November 12. One of the greatest inventions
Lunge For The Sponge Research
My project Lunge for the Sponge went pretty well with research and experimentation but there
were a few problems and things I would like to point out . If you are going to do this again make
sure to use the same measurement as I did because you are most likely to get a different number
in for example liters than milliliters. Also make sure you say the amount that s left in the bowl not
the amount that the sponge soaked up or you will get very different results.If you are going to use
a different brand of sponges or just one the answer of the sponge might be different since I only
tried out four sponges not every brand of sponges.Most importantly for best results of coping this
experiment do exactly as what the procedure says, or this will defiantly lead to different results.One
last thing about my experiment is make sure that you follow my procedure exactly.
Riordan Manufacturing Project Sr-Rm-002
RUNNING HEAD: RIORDAN MANUFACTURING PROJECT Riordan Manufacturing Project
Introduction Team B has obtained information for SR rm 002 asking for an assessment for the
development of an MRP system that would trace and run raw materials and give a finished product
inventory. This evaluation is to help Riordan Manufacturing lessen the raw materials received at
each plant, and manage and reduce the completed good inventory costs, at all its plants. This is a
high level complete analysis, which will result in projected changes to the system; though it does not
include an all inclusive schedule for completion nor thorough scope by department. This paper will
illustrate the system development life cycle process... Show more content on Helpwriting.net ...
The growth of the company can only be maintained if all operation parts work simultaneously as a
single unit. The goals of the organization must be achieved through accounting and financing
systems that have been upgraded. Dr. Riordan a chemistry professor from Albany, Georgia founded,
Riordan Manufacturing Inc. in 1993, he created many items that were patented in relations to
polymer dispensing. The compounds are high in molecular weight in most cases almost a million
units are created into some form of plastic and it is very strong. In the beginning Riordan
manufacturing licensed panted and researched its creations Riordan manufacturing was one of the
companies that spread through the World Wide Web. In 1993 Riordan plastic changed its name to
Riordan manufacturing. The plant received business capital to expand production and purchased a
manufacturing plant in Pontiac, Michigan, further expansion took place in the year 2000 and a plant
was opened in China. Due to the international Expansion Riordan manufacturing structure has been
recognized(Riordan, 2010). Proposed System Requirement List Riordan manufacturing has
requested its information technology areas of telecommunication and network s he focus is on
security and efficiency that Riordan manufacturing has encountered. The System Development Life
Cycle (SDLC) method includes analysis needs and availability of
Glengarry Glen Ross by David Mamet Essay
In David Mamet s play, Glengarry Glen Ross , a group of sales representatives, Shelly Levene,
Richard Roma, Dave Moss, and George Aaronow, are placed into a competition that sets all of them
against each other. Their bosses challenge the four men to compete against one another in a sales
competition where the winner with the most sales will receive a brand new Cadillac and the two
people with the least sales will lose their job. With the ultimatum of losing their job, the men struggle
to out due each other in hopes that they will come out on top (Mamet 21). Through dialogue and
tone, Mamet presents the characters with a sense of desperation and determination; thus, he propels
the story into countless affairs of deception and cheating, and... Show more content on
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Moss introduces the issue in such a sneaky and clever way that in turn causes Aaronow to become
frazzled and partially confused. Moss tells Aaronow that they are just talking about stealing the
leads, but he slowly edges into thrusting this ordeal onto Aaronow. Little to Aaronow s knowledge,
he is falling into Moss s trap and soon becomes an accomplice for listening to Moss s plan (Mamet
39 41). Through this scene, Mamet shows that dialogue is a claim to power (Worster, How to Do
Things with Salesmen: David Mamet s Speech Act Play ). Moss is willing to deceive Aaronow,
knowing his job can be jeopardized if he does not successfully deceive Aaronow. The dialogue
between Moss and Aaronow merely displays how dialogue is manipulated to gain power and
authority over others. The sales men yearn to have this authority. Not only would they be willing to
deceive their customers, but also Mamet shows that these men will deceive each other for their
own benefit. Both Levene and Moss show how language is used to survive and to celebrate survival
(Browne, An overview of Glengarry Glen Ross ). Throughout the play, the words say, said, tell,
told, talking, and speaking are used over two hundred times by the characters (Worster, How to Do
Things with Salesmen: David Mamet s Speech Act Play ). This word choice in the dialogue
emphasizes the importance of speech and shows how verbal communication is a key
Short Essay Questions on Six Literary Works
PART ONE SHORT ESSAYS Question 1 Janet Mock is a famous transsexual woman who
experienced her rebirth of a woman. As she grows up, she faced many difficulties which made
her to struggle a lot. Many students bullied her and even the teachers criticized her because she
was acting like a girl, just because she was a boy. However, she did not give up and did not afraid
to express herself as the way she is. She was able to stay strong after the turning point of her life,
meeting her friend, Wendi. Janet s relationship with Wendi changed Janet intensely and became
very valuable as she was becoming sure of what she undoubtedly craves. Wendi, just like Janet, she
was born as a boy, but she hoped for a change of her gender to a girl. When... Show more content on
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When he was in the France, he fell in love with Giovanni and stayed in his room together. When
David and Giovanni talked about sexuality, they referred to their own places. They used
comparison between America and Europe, and talked about the difficulties they had to come
through. However, David could not create his real sexual identity in the America, but also he
couldn t be sure of it even though he was in Europe. David tried not to love him since he thinks it
is rightful him to fall in love with a woman, not a man. However, Giovanni did not afraid to
present his affection towards David. Because Giovanni was from Italy, he thinks loving someone
who has same sex as him is not a big deal. David masked his true identity by loving a woman,
Hella. When she was away from France, she said yes to David s proposal of marriage. Finally,
when she came back, David went to her and decided to hide his emotion towards to Giovanni.
Eventually, David left Giovanni to marry with Hella. Although he was far away from the America,
he had to hide himself like he was at his hometown. Although David was looking for his sexual
identity in a different place rather than in America, he couldn t accept his realness and chose to hide
and destroy his true identity. Question 3 Since the book, Beloved by Toni Morrison mostly
concerned with dualities, there are many contradictions which described in the
Importance Of Social Networks In Society
Society, Social Interaction, Groups, and Organization Social Networks and their Importance
According to Nicholas Christakis, social networks are like the pairs of people connected.
Through his studies, he realized that socially connected people get embedded in other sorts of
relationships such as marriage, friendship, or even spousal. He discovered that these connections
are vast, and all of us are embedded in the broader set of relationships with each other. Therefore,
social networks are the complex things of beauty that are so elaborate, so sophisticated and so
ubiquitous. In his video, Christakis outlined the importance of social networks with adequate
examples. One of the benefits is the emotional contagion, which is the phenomenon of another
person s emotions or behaviors triggering similar emotions and response in other people. He
elaborated this by performing an obesity epidemic, where he discovered that there is the
probability of a person being obese given that a social contact of his/her friend is overweight. That
is, if your friend is obese, there is the risk of you being obese too, as you will be involved in doing
activities that make your friend overweight. Another benefit is that social connections are essential
for the spread of valuable and useful things such as happiness, kindness, love, altruism, and ideas. In
his video, Christakis stated that if individuals realize how valuable social networks are, they could
spend a lot of their time nourishing and
Fatty Acid and Test Specific Objective
EXPERIMENT NO. 6
LIPIDS
I NUR 4
GROUP 9
POLICARPIO, JOHN PAUL (A amp; B)
QUERUBIN, KIMBERLY (C amp; D)
QUILALA, REGENE (E amp; F1)
RAMOS, PRACCEDES (F2a amp; F2b)
SABALDICCA, VENZ (F2c amp; F2d)
INTRODUCTION Lipids are organic compounds found in living organisms that are insoluble or
slightly soluble in water but soluble in non polar organic solvents.
Lipids can be classified into four groups which are fats, oils, and waxes, compound lipids, steroids,
and derived lipids.
Various experiments are done on lipids. Some tests are for saturation, presence of certain compounds,
or for the different chemical reactions that lipids undergo.
Lipids may be composed of esters, amides, alcohols, cyclic, acyclic, or polycyclic ... Show more
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It is predominantly composed of the elements carbon, hydrogen, and oxygen. Many classes of lipids
also contain nitrogen and phosphorus. The relative amounts of these elements, as well as their
structural positions, determine the degree of solubility of the lipid in various solvents. Lipids with
high hydrocarbon content are relatively nonpolar in nature and insoluble in water. The ionic
character of a lipid can be altered by changes in solvent pH. For example, if the solvent contains a
strong acid or a strong base, hydrolysis of some of the ester bonds will occur. When this happens,
the products of hydrolysis may have solubility properties very different from those of the original
lipid molecule.
Structures of the different Samples and Solvents
Sample 1: Vegetable Oil (Oleic acid)
Oleic acid has the chemical formula C17H33COOH
Due to its large nonpolar portion, oleic acid is insoluble in water and, being less dense than water,
it floats on the water surface. The polar COOH end, however, is attracted to water molecules. So, a
thin coating of oleic acid on the surface of water results
African Rock Art
Africa is home to many interesting and historic artistic pieces. Some of the oldest forms of art
expressed by humans can be seen in paintings or engravings in rocks. These various rock arts are
found all around the continent. The Saharan desert provides many great sites which preserve and
archive these creations. Many rock art showcase numerous animals such as giraffes, elephants, and
hippos. These animals seem to have importance of African culture and their lives. African rock art
can sometimes be abstract in nature causing interpretation of said art to be challenging.
Africa can be seen as the birth place of mankind. Our ancestors originated there long ago in a world
of amazing art. It is rather hard to solve the age of creation of very early
