varying: the processes for conducting the assessment (e.g.: allowing additional time, varying the venue)
the evidence gathering techniques (e.g.: oral rather than written questioning, use of a scribe, modifications to equipment)
Assessment Number 1 of 2 Due Date 1st August 2016
General Information Decision Making Rules
All assessment criteria within the task must be satisfactorily completed for the task to be assessed as satisfactorily completed.
* For graded units, the task must be satisfactorily completed before marks will be allocated.
Reasonable adjustment for assessment tasks for a unit may be requested by the student for consideration by the teacher for the methods by which evidence is collected. However, the evidence criteria for making competent/not yet competent decisions (and/or awarding grades) must be the same irrespective of the group and/or individual being assessed.
Reasonable adjustment usually involves varying:
? the processes for conducting the assessment (e.g.: allowing additional time, varying the venue)
? the evidence gathering techniques (e.g.: oral rather than written questioning, use of a scribe, modifications to equipment)
Students can apply for special consideration if personal circumstances or illness have adversely affected their result in an assessment, or their ability to undertake an assessment. If they wish to seek special consideration, a special consideration form must be completed no later than 3 days after the due date of the assessment and submitted to the relevant Senior Educator.
Re-submission if not satisfactorily completed
Assessment tasks that are not satisfactory can be resubmitted until the end of the unit as scheduled on the Unit Outline.
For graded units: re-submitted tasks must be satisfactorily completed before marks can be allocated to a maximum of 50%.
Late submission of graded assessment tasks
Assessment tasks that are late can be submitted until the end of the unit as scheduled on the Unit Outline.
For graded units: When an assessment task has been submitted after the due date without special consideration being granted, it will be considered as a resubmit and be eligible for maximum of 50%. No further resubmits will be allowed.
NOTE: Assessment tasks submitted for the first time after the end of the unit as scheduled on the Unit Outline will not be assessed and student should be told to re-enrol in the unit.
There are serious penalties for plagiarism. Students must ensure that all assessments are their own work (or group work). Please refer to www.swinburne.edu.au/corporate/registrar/plagiarism/index.html
2. Student and Assessor Instructions
Read the OzNet Case study and develop a customer service charter and plan to improve internal and external customer service. The content and structure of the plan is contained in the task overview and description below.
Task Overview and/or Description Assessment Task 1.1 – Develop a Customer Service Charter for the OzNet company
1. Create a two-column table of OzNet customer service needs and the existing problems associated with those needs.
2. Create a customer service charter that should include:
• quality, time and cost specifications and should prevent the problems you have listed in task 1 above;
• reference to the legislative and regulatory context of the organisation relevant to customer service;
• organisational policies and procedures for customer service including handling customer complaints
• identify service standards and best practice models
3. Develop a plan to implement the new customer service charter. Your plan should ensure:
• the delivery of products and services to customer specifications within organisation’s business plan
• the implementation of policies and procedures to ensure quality customer service
• summarise public relations and product promotion
• monitor team performance to consistently meet the organisation’s quality and delivery standards
• solve complex customer complaints and system problems that lead to poor customer service
• outline techniques for dealing with customers including customers with specific needs
• help colleagues overcome difficulties in meeting customer service standards
Submission Details All assessments must be submitted via Blackboard in Word only. Do not upload any other formats, including pdf documents.
3. Assessment Criteria
Assessment Criteria Not Submitted Unsatisfactory Satisfactory
Create a two-column table of OzNet customer service needs and the existing problems associated with those needs.
Create a customer service charter
Develop a plan to implement the new customer service charter
If the unit is graded, add rubric or how marks allocated here
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