Harleen Kaur_292197_assignsubmission_file_Harleen Kaur-292197-assignsubmission-file-CHCCCS007-Case S
.docx
keyboard_arrow_up
School
Victoria University *
*We aren’t endorsed by this school
Course
21837
Subject
Business
Date
May 13, 2024
Type
docx
Pages
30
Uploaded by PrivateGalaxy15665 on coursehero.com
CHCCCS007
Develop and implement
service programs
Case Study
Page 1
of 30
Instructions to students:
Assessment instructions
Overview
The purpose of this learner workbook, assessment workbook, simulation diary or logbook is to provide a guide
of instruction and information in relation to the relevant assessment tasks. As a learner, you will be provided
with information relating to your assessment, including how they are to be completed and submitted.
Therefore, it is important that you fully understand the assessment instructions given by your trainer to avoid
issues such as academic misconduct, submitting past the due date and providing incomplete assessments,
which you will be required to resubmit. If you fail to understand or need more clarification on the assessments,
you are required to contact your trainer/assessor for further information. Assessment Task
The aim of assessments is to test your knowledge, skills and understanding in relation to the topics being
taught within a given course. This will be done by using an assessment criterion which shows what you need to
do to achieve the appropriate level of competency. For the purpose of completing a written assessment, you
are required to:
Complete each question, including any sub-questions;
Provide in-depth research on the topic, using appropriate primary and secondary sources;
Respond using a clear structure (e.g. Introduction, points of argument or fact, conclusion), including
references to the sources used.
All assessments required to be completed are compulsory as it is a required condition of your enrolment. Assessment requirements
The assessments within this document can be completed through several approaches such as:
Observation of real, indisputable actions as they occur;
Written or oral task such as reports, role play, work samples etc;
Portfolios;
Questions, or third-party evidence, in which the relevant document (observation document is to be
completed by the agreed third party. Page 2
of 30
All documents relating the third-party observation is to be provided to your trainer/assessor as this will be
used in determining your level of competency. Third-party evidence can be obtained from supervisors (e.g.,
from the workplace), or clients/customers. Please be informed that all assessments are to be typed up. Any handwritten assessments will not be
permitted unless approved by the trainer/assessor. You must also comply with assessment policy and
procedures at https://aibtglobal.edu.au/support/student-forms/policies/
. Simulation diary (if required):
You will do the simulation tasks as a part of your course in the designated
simulated environment.
During the simulation session, the student is required to meet the following requirements:
Follow the dress standards -enclosed shoes, appropriate clothing (no shorts or skirts)
Be aware of relevant procedures in case of accident, emergencies, evacuation
Follow the start and finish times, breaks, work routines, etc.
Follow the policies on personal phone calls and personal emails.
The attendance for simulation sessions will be monitored as per ‘AIBTGlobal’s Monitoring Student
Attendance and Academic Progression policy and procedure.’
Students should follow the standards of behaviour and comply with ‘AIBTGlobal’s Student Conduct
Rules’.
Students should come prepared for the planned activities for simulation.
Observation/demonstration/simulation (if required): You may be required to perform tasks/works/assessments through observations, simulation, or
demonstrations. Your trainer/assessor will provide you with a list of demonstrations, logbooks, simulation
diary or any other related documents for tasks/works/assessments. The observation, simulation or
demonstration can occur in the workplace, or the training environment such as workshop, or simulation labs.
During observation, demonstration or simulation, you will be provided with necessary information (e.g.,
timeframe) and equipment and/or materials to complete the task. You are required to perform the work, task
or assessment in accordance with the required instructions. Competency outcome
Upon completing the following assessments, your trainer will either mark the assessment indicating S for
satisfactory or NS for not satisfactory (requires more training). If you, as a learner/trainee, receive satisfactory
marks for all assessments within this module, you will be graded a “C” for ‘Competent’. In vice versa, “NYC” for
‘Not yet Competent’, in which your trainer will provide adequate feedback and give you a chance to resubmit.
Page 3
of 30
If your second submission of assessments is still NS, you may be required to (i) resubmit assessments on the
third attempt or (ii) redo the course unit again, which requires re-enrolment. Please be aware that the third
attempt of resubmission or re-enrolment to the course can result in additional costs/fees. Assessment appeals process
As a learner, you have a right to appeal a decision or outcome of an assessment if you feel like it was made
unfairly. However, this complaint must first be resolved with the trainer/assessor before lodging an appeal. If
you are still dissatisfied with the outcome, then a written application of the appeal can be made to the course
coordinator, outlining the grounds for the appeal in accordance with the complaints and appeals policy and
procedures at https://aibtglobal.edu.au/support/student-forms/policies/
. Special needs
Learning adjustments can be made for any candidate who has special needs (e.g., a student with a disability).
However, the trainer/assessor must be well informed about this so they can immediately implement the
necessary adjustments and have it ready before commencement. Additional evidence
If at any event during or after the assessment process, the trainer/assessor requests you to provide additional
information or an alternative submission to establish your level of competency, then you are required to do so.
However, you must do so in a way that avoids any issues of privacy or confidentiality. Confidentiality
All information provided to us regarding your job, workplace and employer will be kept confidential in
accordance with the relevant law. However, it is your responsibility to check that all information provided to us
does not involve details unrelated or not agreed upon for disclosure. For example, information about your
employer, colleagues and other related third parties who might be involved. Although we may require
information about these other parties, it is your responsibility to check that valid consent has been given from
these individuals before providing us with the requested information. This process of obtaining information
from the relevant parties must also be done in accordance with the relevant law. Recognised prior learning
Any candidate may apply for credit transfer which they wish to count towards their course credit following the
application and assessment process of the credit transfer policy and procedure. Academic misconduct
Academic Misconduct includes plagiarism, cheating and/or collusion, or any act or omission by a student which
attempts to circumvent or defeat the integrity of the College’s assessment process. Without limiting the scope
of the definition of academic misconduct, examples of plagiarism, cheating and collusion are provided below:
Page 4
of 30
Plagiarism is defined as taking someone else’s work or ideas and submitting it as their own. This may include
acts such as, but not limited to:
Copying the direct words of a sentence or paragraph presented in a source, without referencing it or
giving it proper acknowledgement. This also extends to any structure used in completing the
assignment; and
Submitting the same assignment as another learner who either is currently or has previously
completed it and presenting it as their own work. Cheating occurs when you behave dishonestly in an attempt to obtain an unfair advantage in any form of
assessment. Examples of cheating include:
Failing to adhere to examination conditions, for example, speaking or communicating with other
candidates in an examination, bringing unauthorised material into the examination room, reading or
attempting to read other students' answers, leaving the examination or test answer papers exposed
to another student’s view;
Impersonating another student or arranging for someone to impersonate a student in any assessment
task;
Purchasing assessment items from a contract cheating or ghost-writing service and presenting them
as the student’s own work;
Allowing others to complete any assessment task and/or submit an assessment task which is not the
student’s own work;
Fraudulent representation of any required documentation, for example, prior qualifications, or
medical certificates. Collusion
is defined where a learner collaborates with another learner currently enrolled or graduated to
produce an assessment which is submitted as their own. This may involve two or more learners working
together to produce the content of an assessment before submission.
Plagiarism, cheating and/or collusion is a behaviour that is strictly prohibited, therefore, prior to completing
your assessment it is advised that you refer to our Academic Misconduct policy and procedure at
https://aibtglobal.edu.au/support/student-forms/policies/
to ensure relevant compliance. If you are found
committing any of these acts, you will be investigated in which the appropriate disciplinary action will be
taken. As a result, it is important that you raise any questions regarding plagiarism, cheating and collusion with
your trainer before
submitting the final assessment.
Student Details
Student ID:
0000014216
Name:
Harleen Kaur
Page 5
of 30
Phone:
0470313338
Email:
0000014216@aibtglobal.edu.com
Declaration
I declare that
The content in this document is my own work, based on my own study and research and no part of it
has been copied from any other source, except where acknowledgement/reference has been made.
The content in this document is my own work and no part of the work has been copied from any
other student who is currently studying or was graduated from the college.
I have read and understood all instructions and requirements for the work, task, or assessment that is
assessed by my trainers and/or assessors. The understanding includes the submission date and time.
I will keep a copy of my submitted work (e.g., logbook, or assessment).
I have read and understood the assessment policy and procedures, and academic misconduct policy and
procedures:
I will perform my work to the best of my ability.
I will not commit academic misconduct stated in academic misconduct policy and procedures.
Academic misconduct behaviour may result in ‘not competent’ result of the unit of competency.
I understand if I receive not satisfactory for my work/assessment/task, it will result in not competent
result for the unit of competency. This can result in work/assessment/task resubmission and re-
enrolment of the unit of competency which can incur additional costs/fees to me.
I understand that any assessment/task/work deemed unsatisfactory will require me to undergo
reassessment which may be different to the one originally submitted.
I give permission for my assessment/task/work to be reproduced, communicated, compared, and
archived for the purposes of detecting academic misconduct and to fulfil any related College’s policy
and procedures
I am aware that if I disagree with the assessment/task/work result, I have the right to appeal the
result. I will follow the complaints and appeals policy and procedures at
https://aibtglobal.edu.au/support/student-forms/policies/
.
I take full responsibility for the correct submission of this assessment/task/work in the required
place/channel with the correct cover sheet.
Student Signature: Harleen Kaur
Date:
29/08/2021
Page 6
of 30
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Related Questions
Since a needs assessment is an integral part of creating and managing a security awareness program, which of the following represent the basic steps towards conducting a needs assessment?
Review of available resource material, analysis of metrics, recommendations from oversight bodies including compliance requirements
Analysis of metrics, recommendations from oversight bodies, ensuring countermeasure funding is in place
Review of infrastructure changes, review of training and education programs, recommendations from oversight bodies
Review of training and education programs, review of system inventory, recommendations from oversight bodies.
arrow_forward
What are some recommendations to a company implementing a customer rewards system that customers can participate in?
arrow_forward
Discuss the concept of Customer Experience Management (CXM) and its relationship with CRM for delivering exceptional customer experiences.
arrow_forward
Norm-referenced assessments, Criterion-referenced assessments, Curriculum-referenced assessments, and Readiness assessments. describe the applications of assessment in practical classroom situations.
arrow_forward
You have been hired as a consultant for a mid-size company that produces shoes for adults. The company has a high production capacity but possesses a large number of untrained workers. The region in which the company operates consists of a few small companies that sell similar products. A recent survey revealed that there is a growing demand for footwear for children.
Required:
In your capacity a consultant, outline the factors from the scenario above that you would consider in each stage of the company’s corporate plan.
arrow_forward
How were the usability and user experience benchmarks broken down into their individual components, and what methodologies were used to do so?
arrow_forward
Is accuracy a good performance measure in all contexts? Why?
arrow_forward
A methodical and organised strategy is necessary for successful test-driven development. How would the effectiveness of this instructional resource if it were implemented in your school or another educational establishment?
arrow_forward
The unit manager is exploring the adoption of an electronic health records (EHRs). She is developing an evaluation tool for an objective assessment of each product. What is most important for the manager to include for assessing the functionality of each product?
a.
Survey other health care organizations using EHRs to determine which one to select.
b.
The ability to integrate patient information from multiple sources for more effective clinical decision-making.
c.
List the products being considered and have the staff vote to adopt one product.
d.
Arrange for the unit staff to review a promotional video for each product and have the staff decide on what to select.
arrow_forward
Can you explain how to research and resolve implementation-related Customer Support Center Tickets?
arrow_forward
You've been requested to construct a customer-performance scorecard for your company's toy
business as a marketing controller. Make a list of three possible measurements to include.
arrow_forward
Define the CAUTIONS AND CRITICISMS?
arrow_forward
What are the traditional measures for meeting customer needs? What are the major limitations to these measures?
arrow_forward
How can quality education survive amid threats of online games
arrow_forward
How might the activities be adjusted for improving the SRH voucher program’s desired results if the program were to run again in the future
arrow_forward
What are the contemporary measures for meeting customer needs? What are the major strengths in these new measures?
arrow_forward
Given your understanding of the Earned Value Management practice, provide the specific type of indicators for the following areas:
Project Performance
Schedule Status
Cost Status
Forecasting
Reporting (to management)
arrow_forward
A) If you are a sales executive of Marks & Spencer shop in Muscat, What do you think will be the best option if a customer comes into your shop and is confused about what product to choose from?
Ask the customer to leave the shop
Just look at her while she goes around the shop
Call the police on the customer
Assist on product selection
B) Ms.Zainab had subscribed for a new internet package from Ooredoo, but she was not happy with the speed. Which one of the following options gives Ms.Zainab the best chance to express her unhappiness?
Telemarketing
Team Selling
Provocative Selling
Personal Selling
arrow_forward
What is the objective of actual workshops and seminars
What is the objective of Disadvantage of online set up
What is the objectives of usefulness of feasibility studies in their careers
arrow_forward
Explain how you can incorporate each of the following components, conceptual understanding, problem solving, and procedural fluency.
Standard and Objective
Estimate and measure the length of an object by selecting and using appropriate tools, such as rulers, yardsticks, meter sticks, and measuring tapes to the nearest inch, foot, yard, centimeter, and meter.
Learning Objective
After the lesson on estimating and measuring the length of objects by selecting and using appropriate tools, such as rulers, yardsticks, meter sticks, and measuring tapes, the students will solve 10 problems on a worksheet and score at least 8/10 or 80%.
arrow_forward
How do you explain Assurance in terms of customer service
arrow_forward
Explore the concept of Customer Lifetime Value (CLV) in CRM. How is CLV calculated, and how can it be used to make strategic decisions regarding customer acquisition and retention?
arrow_forward
Why should an organization measure customer satisfaction? Describe the key steps that must be addressed in designing customer satisfaction surveys.
arrow_forward
Should the company be allowed to install the eyespy software to monitor performance?
arrow_forward
Write a brief paragraph that describes one or two test-taking tips that you have found helpful when preparing for exams.
arrow_forward
Do you think the PDCA Cycle is important? In what ways may you use it?
arrow_forward
Using the article, describe the business costs resulting from unclear instructions and answer the following questions.
What are the kinds errors commonly committed in a business letter?
What could be the results of such errors? Provide at least three examples.
How would someone avoid such errors in the future? Explain in details.
What would you include in a best practices document for writing a business letter? Explain the do’s and don’ts.
arrow_forward
Formulate the steps in conducting a needs assessment in monitoring and evaluation
arrow_forward
What are the steps in this procedure We asked first 600 and then 1000 customers to think of a brand/product/service they loved and they disliked. We then asked them to write a divorce letter to the disliked brand and a love letter to the brand they admired, and to score these two brands on a scale from 1 to 10. In this way, we had a benchmark for the perception of the loved and the disliked brands.
arrow_forward
SEE MORE QUESTIONS
Recommended textbooks for you
BUSN 11 Introduction to Business Student Edition
Business
ISBN:9781337407137
Author:Kelly
Publisher:Cengage Learning
Essentials of Business Communication (MindTap Cou...
Business
ISBN:9781337386494
Author:Mary Ellen Guffey, Dana Loewy
Publisher:Cengage Learning
Accounting Information Systems (14th Edition)
Business
ISBN:9780134474021
Author:Marshall B. Romney, Paul J. Steinbart
Publisher:PEARSON
International Business: Competing in the Global M...
Business
ISBN:9781259929441
Author:Charles W. L. Hill Dr, G. Tomas M. Hult
Publisher:McGraw-Hill Education
Related Questions
- Since a needs assessment is an integral part of creating and managing a security awareness program, which of the following represent the basic steps towards conducting a needs assessment? Review of available resource material, analysis of metrics, recommendations from oversight bodies including compliance requirements Analysis of metrics, recommendations from oversight bodies, ensuring countermeasure funding is in place Review of infrastructure changes, review of training and education programs, recommendations from oversight bodies Review of training and education programs, review of system inventory, recommendations from oversight bodies.arrow_forwardWhat are some recommendations to a company implementing a customer rewards system that customers can participate in?arrow_forwardDiscuss the concept of Customer Experience Management (CXM) and its relationship with CRM for delivering exceptional customer experiences.arrow_forward
- Norm-referenced assessments, Criterion-referenced assessments, Curriculum-referenced assessments, and Readiness assessments. describe the applications of assessment in practical classroom situations.arrow_forwardYou have been hired as a consultant for a mid-size company that produces shoes for adults. The company has a high production capacity but possesses a large number of untrained workers. The region in which the company operates consists of a few small companies that sell similar products. A recent survey revealed that there is a growing demand for footwear for children. Required: In your capacity a consultant, outline the factors from the scenario above that you would consider in each stage of the company’s corporate plan.arrow_forwardHow were the usability and user experience benchmarks broken down into their individual components, and what methodologies were used to do so?arrow_forward
- Is accuracy a good performance measure in all contexts? Why?arrow_forwardA methodical and organised strategy is necessary for successful test-driven development. How would the effectiveness of this instructional resource if it were implemented in your school or another educational establishment?arrow_forwardThe unit manager is exploring the adoption of an electronic health records (EHRs). She is developing an evaluation tool for an objective assessment of each product. What is most important for the manager to include for assessing the functionality of each product? a. Survey other health care organizations using EHRs to determine which one to select. b. The ability to integrate patient information from multiple sources for more effective clinical decision-making. c. List the products being considered and have the staff vote to adopt one product. d. Arrange for the unit staff to review a promotional video for each product and have the staff decide on what to select.arrow_forward
- Can you explain how to research and resolve implementation-related Customer Support Center Tickets?arrow_forwardYou've been requested to construct a customer-performance scorecard for your company's toy business as a marketing controller. Make a list of three possible measurements to include.arrow_forwardDefine the CAUTIONS AND CRITICISMS?arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
- BUSN 11 Introduction to Business Student EditionBusinessISBN:9781337407137Author:KellyPublisher:Cengage LearningEssentials of Business Communication (MindTap Cou...BusinessISBN:9781337386494Author:Mary Ellen Guffey, Dana LoewyPublisher:Cengage LearningAccounting Information Systems (14th Edition)BusinessISBN:9780134474021Author:Marshall B. Romney, Paul J. SteinbartPublisher:PEARSON
- International Business: Competing in the Global M...BusinessISBN:9781259929441Author:Charles W. L. Hill Dr, G. Tomas M. HultPublisher:McGraw-Hill Education
BUSN 11 Introduction to Business Student Edition
Business
ISBN:9781337407137
Author:Kelly
Publisher:Cengage Learning
Essentials of Business Communication (MindTap Cou...
Business
ISBN:9781337386494
Author:Mary Ellen Guffey, Dana Loewy
Publisher:Cengage Learning
Accounting Information Systems (14th Edition)
Business
ISBN:9780134474021
Author:Marshall B. Romney, Paul J. Steinbart
Publisher:PEARSON
International Business: Competing in the Global M...
Business
ISBN:9781259929441
Author:Charles W. L. Hill Dr, G. Tomas M. Hult
Publisher:McGraw-Hill Education