Project assessment Criteria Unit code, name and release number SITXCCS008 – Develop and manage quality customer service practices (1) Qualification/Course code, name and release number Teaching staff/student to select the correct qualification the student is enrolled in from the below dropdown list: SIT50416 | Diploma of Hospitality Management (1) Student details Student number 805722223 Student name Shannon Mcknight Assessment declaration Note: If you are an online student, you will be required to complete this declaration on the TAFE NSW online learning platform when you upload your assessment. This assessment is my original work and has not been: plagiarised or copied from any source without providing due acknowledgement.written for me by any other person except where such collaboration has been authorised by the Teacher/Assessor concerned. Student signature and Date Smcknight 29/07/2021 Version: 20210430 Date created: 2 August 2018 Date modified: 10/09/2021 For queries, please contact: TAFE NSW – Tourism and Experience Services SkillsPoint Coffs Harbour Education Campus – Coffs Harbour © 2021 TAFE NSW, SydneyRTO Provider Number 90003 | CRICOS Provider Code: 00591E This assessment can be found in the: Learning Bank The contents in this document is copyright © TAFE NSW 2021 and should not be reproduced without the permission of TAFE NSW. Information contained in this document is correct at the time of printing: 10 September 2021. For current information please refer to our website or your Teacher/Assessor as appropriate. Assessment instructions Table 1 Assessment instructions Assessment detailsInstructionsAssessment overviewThe objective of this assessment is to assess your knowledge and performance as would be required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.Assessment Event number2 of 2Instructions for this assessmentThis is a project-based assessment that assesses your knowledge and performance of the unit. This assessment is in three (3) parts : Completion of seven (7) tasksAssessment ChecklistAppendicesAppendix A: Monitoring log recordAppendix B: Service Period Log – Customer Service And is supported by: Assessment feedbackSubmission instructionsOn completion of this assessment, you are required to submit it to your Teacher/Assessor for marking. Ensure you have included your name at the bottom of each page of documents you submit. It is important that you keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment.What do I need to do to achieve a satisfactory result?To achieve a satisfactory result for this assessment you must answer all the questions correctly. If a resit is required to achieve a satisfactory result it will be conducted at an agreed time after a suitable revision period.What do I need to provide?TAFE NSW student account username and password. If you do not know your username and password, contact your campus or service centre on 131601.Computer or other device with:Word processing software and internet access to complete tasksAccess to online survey software such as Survey MonkeyWriting materials, if requiredFood and beverage uniforms during the service periodsWhat the Teacher/Assessor will provideAccess to this assessment and learning resources, including the student workbook and any supporting documents or links, including: SITXCCS008_AE_PRO_2of2_SR_Customerresponse_Data_Period1 SITXCCS008_AE_PRO_2of2_SR_Customersatisfaction_Data_Period1 SITXCCS008_AE_PRO_2of2_SR _StaffFeedbackData_Period1 SITXCCS008_AE_PRO_2of2_SR_Customersatisfaction_Data_Period2 Simulated workplace environmentAccess to historic customer service feedback from the training restaurants for the relevant campus Access to the Hospitality Co-operative policies and procedures:Report template Policy templateDue date Time allowed LocationTask 1 and Task 2: Approx. 3 hours in your own time Task 3: Approx. 1 hour in your own time Task 4: Approx. 30 minutes in your own time Task 5: Conducted over four (4) service periods in a simulated workplace environment to monitor implemented policies and procedures. Task 6: Approx. 1 hour in your own time Task 7: Approx. 30 minutes in your own time Your teacher/assessor will provide you with a timetable that advises when this assessment will be undertaken.SupervisionAs outlined above, Tasks 1-4, 6-7 are an unsupervised, take-home assessment. Your Teacher/Assessor may ask for additional evidence to verify the authenticity of your submission and confirm that the assessment task was completed by you. You may access your referenced text, learning notes and other resources.Assessment feedback, review or appealsIn accordance with the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment decision in relation to how the assessment was conducted and the outcome of the assessment. Appeals must be lodged within 14 working days of the formal notification of the result of the assessment. If you would like to request a review of your results or if you have any concerns about your results, contact your Teacher/Assessor or Head Teacher. If they are unavailable, contact the Student Administration Officer. Contact your Head Teacher/Assessor for the assessment appeals procedures at your college/campus. Part 1: Task Instructions Assessment outline You are required to demonstrate the skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. You are required to: Conduct research on the needs, expectations and satisfaction of the customers and customer service standards of the training restaurant.Access and use the Hospitality Co-operative Report template and policy template.Submit a report that demonstrates their ability to develop, implement and monitor policies and procedures for quality customer service in a simulated workplace environment, such a training restaurant within the TAFE NSW campus. The report must include the following: Purpose of the reportResearch methods with evidence of research attachedAnalysis on findingsReport on findingsDeveloping three (3) policies and proceduresImplementationEvaluating the effectiveness of the implementation and monitoring of policies and procedures over four (4) service periods in the training restaurantImproved policies and procedures All supporting documents must be references and attached to the report. Task 1: Research: Customer service in your training restaurant You will research the needs, expectations and satisfaction of the customers and customer service standards of the training restaurant. This research will then be used to improve the quality of service offered in the simulated workplace environment and which meet industry standards. The research will lead to the completion of a report in Task 2: To complete this task, you will be required to: Conduct research from a variety of sources to obtain information on the following areas:Customer profiles (who are our customers?) Customer needs, wants and expectations Policies, procedures and standards currently available for customer service Customer comments/suggestions regarding customer service practices Customer complaints or issues regarding customer service practices Staff comments/suggestions/complaints/problems regarding customer service practices To obtain the required information, research and analyse the following sources: Any written current policies/procedures and standards that maybe applicable to the training restaurant (if available)Customer profiles which may be provided through a data base (if applicable) or through knowledge of the customer base of the training restaurantCustomer feedback surveys completed in the training restaurantSpeaking to customers during serviceCustomer feedback data and statistical information available for the training restaurant-generated from the online surveys in:SITXCCS008_AE_PRO_2of2_SR_Customerresponse_Data_Period1SITXCCS008_AE_PRO_2of2_SR_Customersatisfaction_Data_Period1SITXCCS008_AE_PRO_2of2_SR _StaffFeedbackData_Period1 Conduct a staff survey. This can be achieved by: Preparing at least four (4) survey questions for restaurant staff/students on customer compliments , complaints or difficulties they have experienced in their job and suggestions for improvements in customer service practicesDesigning a survey that can be distributed via software such as Survey MonkeySending the survey link to at least five (5) people (any hospitality students currently involved in service periods in the restaurant) to complete the surveyCollate and save the survey results. Reference and append copies of the survey results to your report. Task 2: Report on findings: Summary of customer service in your training restaurant You are required to complete a report on your research findings completed in Task 1. You will use the Report Template The following sections of the report are to be completed: Purpose of the reportResearch methodology – all the research methods used including any relevant research documents such as surveys, customer service data etc. in the portfolio.An analysis of findings on customer service that includes:Data AnalysisSurvey AnalysisOther Analysis Points to consider in the analysis: Who are our customers (customers profiles), their needs, wants and expectationsCustomer comments, suggestion, complaints or issues relating to customer service practicesStaff comments/suggestions/complaints/problems regarding customer service practicesPolicies, procedures and standards currently available for customer service and those not available.Highlight key performance indicators of customer satisfaction by identifying from Data Period 1:customer service rankingarea of customer service with the lower scorespercentage changes in customer service rankingpercentage of customers who are advocates and detractorspercentage of customers who intend to recommend the business Summary of findings In the summary include possible reasons for the positive and negative responses from customers and staff including any internal or external factors or changes that may be impacting the quality of service and how these maybe addressed in the planning for improved service. Recommendation From your research determine three (3) policies and procedures that you will be developing for three (3) different areas of your restaurant and elaborate on your reasons why these policies and procedures would improve customer service. Development of the three (3) policies/procedures will be completed in Task 3. Develop Customer Service Policies and Procedures To complete this part of the assessment, you will be required to develop three (3) customer service policies and procedures for quality customer service as recommended in their report. The purpose of these policies and procedures is to improve the quality of service offered in the training restaurant and which meet industry standards. Task 3: Policy and procedures development Develop three (3) customer service policies and procedures for three (3) different areas of the training restaurant. Use the Hospitality Co-operative Policy template. Reference, as an appendix, the policy/procedures in section 5 of the report and then attach the three policies/procedures to the report. The policy and procedure will need to include the following: Purpose/Objective: the purpose describes why the policy exists.Application/Scope: describes to what and to whom this policy applies. This concerns which roles or departments the policy covers.Authorisation and review: Wording as below maybe used The policy is authorised by the General Manager annually and endorsed by the Board of Directors. The management team are responsible for reviewing this policy on an annual basis, or sooner if required. The policy will be reviewed as part of the annual review of policies and procedures undertaken by the General Manager and a nominated team. Location of policy: where the policy and procedures can be found within the business for both staff and customers Definition: include any definition of key or important termStandards: provide guidelines for consistency and reliabilityClear procedures: describes the specific process that is to be followedMonitoring methods: how the policy and procedure is to be monitored to ensure compliance. Provide at least one (1) monitoring method for each policy and procedure. This may include: checklists you have designed and used.observations or challenges you have dealt with and documented,reviewing of customer surveys/feedback forms,verbal questioning and comments from customers and staff which you have documented, social media responses,Discussions at staff briefings which you have documented.Responsibility: provide staff members who have key responsibilities in implementing this policy and procedures Implement and Monitor To complete this part of the assessment, you will be required to implement the customer service policies and procedures and monitor the customer service over four (4) service periods in the training restaurant. Task 4: Implementation Strategy to initiate training: Develop an implementation strategy for the three (3) policies and procedures developed in Task 3. This strategy can be completed in a table format in Section 6 of the report. This strategy is required to clearly communicate: Which policies and procedures are to be implementedThe methods used to implement the policies and procedures including trainingBudget constraints and costsWho is responsible for the delivery of the implementationTimeframes Task 5: Monitor the delivery of quality service policies and procedures: In this task, you will be responsible for monitoring customer service standards, relating to the policies and procedures you developed in Task 3, for the four (4) allocated service periods in the training restaurant. To complete this task, you are required to: Provide the supervising teacher a copy of the Service periods log (Appendix B). This document records you being observed in the following tasks:Conduct a team briefing prior to service with restaurant staff explaining the policy/procedures that you are implementing and monitoring during the service period During the service period demonstrate being a positive role model toward staff and professional standards as expected of service industry personnel by following all policies and procedures of the training restaurant Complete the Monitoring log (Appendix A) by:Providing the name of the customer service policies and procedures implemented and the appropriate monitoring methods that are being used. Recording information regarding any actions that were taken to deal with any incorrect procedures, challenges and disputes that occur during the service periods. You are to ensure all documentation submitted with the report for this task is correctly dated and aligns to the service period where customer service is being monitored. Evaluation To complete this part of the assessment, you will be required to assess and evaluate the effectiveness of the customer service practices which were implemented and monitored. Task 6: Evaluation and continual improvement: On completion of the monitoring of the four (4) service periods in Task 5, you is required to: Review the training restaurant customer feedback forms completed over the four (4) service periodsReview information obtained from the Monitoring Log (Task 5)Analyse the latest Period 2 customer survey data SITXCCS008_ AE_PRO_2of2_SR_Customer satisfaction_Data_Period2 Complete the evaluation (section 7 of the report) by providing: Monitoring Analysis Discuss the effectiveness of the customer service practices by analysing the results from your monitoring methods. Data Analysis Discuss the effectiveness of the customer service practices by analysing Period 2 Customer service data, including any customer or staff suggestions Systematic Problems Analysis Identify and evaluate any systemic problems that need adjustment. Provide the adjustments that are required. Feedback for continual improvement Provide four (4) ways that you will continue to seek feedback from staff and customers and justify how this will assist and support continual improvements to service standards for the restaurant. Improvements Task 7: Continual improvement: You are required to complete Section 8 of the report by: Providing a summary of improvements to the three (3) policies/procedures developed in Section 5. The improvements required will be identified during the monitoring conducted in task 5Making any necessary adjustments to the policies and procedures and prepare new policies and procedures. Attach these new policies/procedures to the report and reference in section 8.Provide a communication strategy to show how any new approaches or changes to policies and procedures will be communicated to relevant staff. Part 2: Assessment Checklist The following checklist will be used by your Teacher/Assessor to mark your performance against the assessment criteria of your project. Use this checklist to understand what skills and/or knowledge you need to demonstrate during this assessment event. All the criteria described in the Assessment Checklist must be met. Table 2 Assessment Checklist TaskCriteriaAssessor Comments2.1Purpose 2.2Research Methodology Evidence of a variety of formal and informal research methods documented in the portfolio (Completion of task 1) 2.3Analysis of data, survey and other information 2.4Summary of findings. 2.5Recommendations 3Three (3) policies/procedures. Purpose/Objective: Application/Scope: Authorisation and review Location of policy:Definition: Standards: Clear procedures: Monitoring methods:Responsibility: 4Implementation Strategy 5.1Completed Monitoring Log Record Appendix 1 by: Implemented and monitored Policy/Procedure Took responsibility for service issues 5.2Completes Service Period Log (Appendix B) Conducted a team briefing explaining the policy/procedures implemented and monitoredRole model professional standards 6.1Evaluate and continuous improvement Analysed monitoring methods 6.2Analysed Data Period 2 6.3Systematic Problems 6.4Provided strategies to gain continual feedback from staff and customers 7.1Adjusted/improved polices/procedures. 7.2Communication methods for change Part 3: Appendices Appendix A – Monitoring log record Table 3 Monitoring log record Service periodPolicy/Procedure and monitoring methods used during service periodService issues, incorrect procedures, challenges, disputes and problems that you dealt withDate: Number of staff: Number of covers: Date: Number of staff: Number of covers: Date: Number of staff: Number of covers: Date: Number of staff: Number of covers: Appendix B – Service Period Log – Customer Service This Service Period Log is to be provided to and completed by a supervising teacher of you for each service period. The supervising teacher is not required to make an assessment decision, they are only to confirm that you completed the tasks.Once completed, the Service Period Log is to be submitted to the Assessor. Table 4 Service Period Log Student Name: Observable CriteriaDateDateDateDateCommentsStudent conducted a team briefing explaining the policy/procedures and expectations that are being implemented and monitored during the service period Student demonstrated being a role model of professional standards by: Follows presentation standards Clear communication to staff and customers Displayed a positive attitude Encouraging staff members Supervising Teacher initials Assessment Feedback NOTE: This section must have the Teacher/Assessor and student signature to complete the feedback. If you are submitting through the TAFE NSW online learning platform, your Teacher/Assessor will give you feedback via the platform. Assessment outcome ☐ Satisfactory ☐ Unsatisfactory Assessor feedback ☐ Has the Assessment Declaration for this assessment event been signed and dated by the student? ☐ Are you assured that the evidence presented for assessment is the student’s own work? ☐ Was reasonable adjustment in place for this assessment event? If yes, ensure it is detailed on the assessment document. Comments: Assessor name, signature and date: Student acknowledgement of assessment outcome Would you like to make any comments about this assessment? Student name, signature and date
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