Addressing Customer Service Problems – Improvements in Organisation Wide Delivery of Customer Service – Management Assignment Help

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Assignment Task :
Project Task: 
Scenario: 
The board at Menzies Workshop is quite happy with your performance in addressing customer service problems that occurred previously. Jasmine has been performing better and is more confident in her role. West Mine has continued to purchase their widgets from the company.
At this stage, the board wants you to take considerable steps to make improvements in organisation wide delivery of customer service. They want you to develop some specific targets to measure the performance of the customer service team. The also wants you to monitor customer satisfaction levels and recommend any changes so that the delivery of customer service can be improved at the company. 
The board of directors has asked you to talk to the manager (trainer/assessor) to obtain performance information and customer feedback. 
Task: 
This task is in continuation is assessment task 2 and 3. You will be required to use the background information given in the case study and outcomes of the assessment tasks. 
You will use performance reports and customer feedback given by your assessor to review customer service strategies and generate a report with recommendations for improvement. You will need to arrange to meet with the trainer/assessor to gather performance and customer feedback information and consult with the trainer/assessor on possible strategic and organisation–wide solutions.

Part A: 
Develop a set of KPIs for Menzies Workshopcustomer service representatives. KPIs should focus on the areas of customer and business requirements identified below:
KPI’s
 
Description  

Part B: 
Construct a plan or procedure for monitoring team members’ performance against KPIs. (any two KPI’s specified above)
KPI’s
MONITORING PLAN  
Part C: 
Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.
10 questions in all, 8 close ended, 2 open ended: 
 
Part D: 
Considering the performance data and customers feedback that you obtained from the trainer/assessor (Manager), you will be required to: 
Arrange a meeting with your manager(trainer/assessor), to review performance data and feedback from customers.
Discuss issues and viable solutions with him. 
Part E: 
In this part of the assessment task, you need to analyse performance data and customer feedback to identify systemic customer service issues and trends and prepare a report for the management at Widgetbox containing recommendations for organisation-wide customer service improvement. The report should contain:
2-3 recommendations to: 
improve public relations at Menzies Workshop.
adapt customer services, products and service delivery A rationale for each recommendation based on your knowledge of: problem identification and resolution managing customer service and customer relationships managing quality customer service delivery procuring appropriate technology to address customer needs.
 
Report template: 

Report on team performance: (Word limit 200-250 words) 

2-3 recommendations to: 

improve public relations at Menzies Workshop.

adapt customer services, products and service delivery A rationale for each recommendation based on your knowledge of:

problem identification and resolution

managing customer service and customer relationships

managing quality customer service delivery

procuring appropriate technology to address customer needs.

 
 
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