Activity 1 Research an organisation which has both internal and external customers. You are now required to design two questionnaires, one for internal customers and one for external customers, which will enable this organisation to investigate and gather information on their internal and external customer’s needs and requirements. When designing your questionnaire, you need to ensure that you consider the following points: What they think about your materials/products or services? Why they need your materials/products or services? Why they buy from you and not your competitors? What they think about your prices? What they expect from you e.g. reliable delivery etc.? How they rate your customer service Your two questionnaires should include: a)Company you researched b)Who are the customers? c)Are they internal or external customers? d)What are their current needs and requirements? e)What are their future needs and requirements? f)Are their needs being satisfied? g)Are the products and services provided with a suitable timeframe? h)Rate the quality of the materials/products e.g. 1 to 5 i)What improvements can be made to improve the quality of the material/products Guide: You will be required to either paste the designed questionnaires or attach to your assignment Activity 2 a)Based on the questionnaires developed in Activity 1, develop a continuous improvement plan to identify what strategies you could implement which would lead to improved customer service standards for the company you researched. You can either use the template below or develop your own plan. b)Explain what strategies you could ensure that your action plan is implemented and monitored to achieve the planned objectives such as quality, time and cost specifications agreed with customers. c)Explain how your action plan could align with the organisation’s overall business plan to deliver products and services. d)Explain what systems (e.g. forums, newsletter, policies and procedures) the organisation could establish to communicate their continuous improvement processes with all stakeholders. e)How could the organisation gather feedback from all stakeholders to identify opportunities to adjust your action plan. Assessment task 3: Internal and external customers Instructions In this task, you are required to refer to the company you researched in Task 2 and discuss the organisations existing customer services standards in small groups. The company can be any public listed company or a company you may be familiar with such as McDonalds, Qantas, etc. Write a two-page report on this organisation’s existing customer service standards and recommend any adjustments or improvements to enhance their customer service standards. In your report, you must include the following key points: a)Changes you would propose to the organisations systems and procedures that would improve customer service. b)Recommendations for better use of resources to improve the provision of quality material/products and services to customers. c)How did you consult with key stakeholders in formulating your recommendations? d)What strategies could the organisation put in place to manage records, reports and recommendations regarding their service standards in line with their policies and procedures and future planning.
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