(ORIG) BSBOPS304_AE_Sk2of2
.docx
keyboard_arrow_up
School
TAFE NSW - Sydney Institute *
*We aren’t endorsed by this school
Course
MISC
Subject
Business
Date
Jan 9, 2024
Type
docx
Pages
22
Uploaded by CountCaribou3932
Skills assessment
Criteria
Unit code and name BSBOPS304 | Deliver and monitor a service to customers
Qualification/Course code and name Student details
Student number
Student name
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
Document title: BSBOPS304
_AE_Sk2of2
Page 1 of 22
Version:
20220928
Date created:
17 January 2022
For queries, please contact:
Technology and Business Services
Ultimo
© 2022 TAFE NSW
RTO 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 2022 and should not be reproduced without the permission of TAFE NSW. Information contained in this document is correct at the time of printing: 4 January 2024. For current information please refer to our website or your Teacher/Assessor as appropriate.
Document title: BSBOPS304
_AE_Sk2of2
Page 2 of 22
Assessment instructions
Table 1 Assessment instructions
Assessment details
Instructions
Assessment overview
The aim of this assessment is to assess your skills in identifying customer needs, delivering and monitoring customer service and working out how to improve provision of customer service. In this
role, you will demonstrate appropriate knowledge of customer service, providing technical advice and support to customers.
Assessment event number
2 of 2
Instructions for this assessment
This is a skills-based assessment that assesses your ability to demonstrate skills required in the unit.
This assessment is in two parts:
1.
Role play scenarios (three tasks)
2.
Report And is supported by:
Observation checklist
Assessment feedback Note
: This assessment may contain links to external resources. If a link does not work, copy and paste the URL directly into your browser.
Submission instructions
On completion of this assessment, you are required to submit it to your Teacher/Assessor for marking. Where possible, submission and upload of all required assessment files should be via the TAFE NSW online learning platform. 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. Document title: BSBOPS304
_AE_Sk2of2
Page 3 of 22
Assessment details
Instructions
What do I need to do to achieve a satisfactory result?
To achieve a satisfactory result for this assessment you must be available at the arranged time to complete all the assessment criteria as outlined in the assessment instructions.
All parts of the observable task must be performed to a satisfactory level as indicated in the criteria section of the observation checklist.
All oral questions must be answered correctly to be deemed satisfactory in this assessment task; however, Teachers/Assessors
may ask you additional questions to confirm your understanding of the task.
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.
•
Writing equipment
•
Video recording equipment if submitting the role plays online
What the Teacher/Assessor will
provide
Access to the simulated organisation, Gelos Enterprises
(Long URL: https://share.tafensw.edu.au/share/file/d0b458dc-3922-
409d-b1fe-9a2f785f4a38/1/GelosEnterprises.zip/intranet.html)
Equipment/resources, including:
Policies, procedures and report template relevant for your
industry area
Due date
Time allowed
Venue
Refer to Unit Assessment Guide
6 hours (indicative only)
TAFENSWcampus/TAFEDigitalCampus/TAFENSWMoodle/a locationdeterminedbyyourassessor
Assessment feedback, review or In accordance with the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment Document title: BSBOPS304
_AE_Sk2of2
Page 4 of 22
Assessment details
Instructions
appeals
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.
Document title: BSBOPS304
_AE_Sk2of2
Page 5 of 22
Specific task instructions
The instructions and the criteria in the tasks and activities below will be used by the Teacher/Assessor to determine whether the tasks and activities have been satisfactorily completed. Use these instructions and criteria to ensure you demonstrate the required skills and knowledge.
If this assessment requires you to record information, your Teacher/Assessor will provide you with an appropriate document/template.
Your Teacher/Assessor will advise a time and location for each event. Alternatively, you may have the option to record your participation and submit as video evidence. If you are submitting video evidence, you must:
Provide a video for each participation clearly meeting all requirements.
Ensure you have access to the equipment and resources required to participate in each demonstration. Additional script(s) needed?
Follow the Video recording instructions (pdf)
.
This one-pager includes useful tips, links to resources, and a demonstration video.
(Long URL: https://share.tafensw.edu.au/share/items/744af7d4-a241-45e2-adb0-
0e13f2fe4950/0/?attachment.uuid=01c3c87a-4599-48c2-91f0-68a00b5bbb4c)
Address the questions or items listed in the observation checklist, either during the demonstration or record them in a separate video file.
Document title: BSBOPS304
_AE_Sk2of2
Page 6 of 22
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 is the role of proof-of-concept (PoC) evaluations in the IT resource acquisition process?
arrow_forward
TOTAL REWARDS STATEMENT SAMPLE—Communicating the Value of Your Total Rewards Your 2016 Personalized Total Rewards Statement DATE/MONTH/YEAR Dear (Employee Name), In February, you received your 2016 T4 statement, which summarized the compensation you earned as a member of the Levy Engineering Ltd team this past calendar year. As part of our ongoing efforts to make LEL an employer of choice, we are continuing to create Total Rewards Statements annually. The Total Rewards Statement is used to communicate all of the benefits you have received as part of your employment at Levy Engineering. We define Total Rewards as everything LEL provides our employees in exchange for their investment in our organization. It includes both the tangible rewards, such as your base salary, health-related benefits, and pension support, along with intangible benefits, such as our company culture, career development opportunities, and a safe workplace. People are the foundation of what makes a company…
arrow_forward
•You’re applying to work in the human resources department of a large retail organization. During the application process, you’re asked to take a test that gives you scenarios related to theft working as a cashier.
•Does this test have high or low face validity given the position you’re applying for? Explain exactly what aspects are of the test/scenario that lead you to believe that there is either high or low face validity behind this integrity test.
arrow_forward
Is accuracy a good performance measure in all contexts? Why?
arrow_forward
30
Specify 2 contributions from the employees side and 2 inducements from the organization. *
Enter your answer
arrow_forward
Short answer. What is an assessment?
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
Q5: Elaborate on the main parts of the final thesis report?
kindly explain ed in details please
arrow_forward
Q3:
Suppose you work for a Logistics company as an HR Manager. The female employees in your company has been facing discrimination in terms of pay raise, field visits and promotions. In this regard, complaints are lodged by them to the HR department for fair treatment. Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of discriminatory practices at the workplace. You believe qualitative research to be the suitable type of research for this study. Plan a qualitative study to investigate discriminatory practices against women in your company and provide the following with proper rationale:
Research design
Research question (at least 1 main and 2 sub questions)
Three themes for your literature review
References (at least five relevant papers)
arrow_forward
Explain the use of the assessment center.
arrow_forward
Define database management system (DBMS)?
arrow_forward
Nite a "letter of rejection" from Manager, National Bank of Oman to Mr. Abdullah Ali Al Hinai who has applied for the position of an Assistant Manager in the bank but has not been shortlisted.
arrow_forward
1.3 Formulate a problem statement for the proposed study.
arrow_forward
What is the significance of vendor reputation and past performance in IT resource acquisition decisions?
arrow_forward
1.4 State the aim and significance of the proposed study.
arrow_forward
(10) Explain the processes and/or activities that the project team used to deliver a quality service, result, or product to the sponsor, customers, and users.
Hints
Identify persons to be
engaged as support staff
for training, excursions
and security
Successful
excursions and
activities held in a
safe, friendly
environment
Provide material and
improve
surroundings
Tents, kiddies
rides, tables/chairs
and barriers
Select items and
personnel needed for
preparation of the venue
Venue cleaned and
maintained for both
festival days
arrow_forward
Why is the stakeholder register central to requirement collection?
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
a. Can correlation be used as inner product? Discuss. What is the significance of
time updating of inner product?
arrow_forward
How beneficial can the scorecard be to an educational institution(university)
arrow_forward
Initiative: Implementing Product Inspection and Consumer Engagement
Based on the above initiatives created for a company working toward B corp certification and to help strengthen the corporation's commitment to people, planet and profit:
1)Recommend an operational management strategy or technique (e.g., project management, lean manufacturing, or Six Sigma) that is appropriate to implement for each selected initiative, and explain why.
2)Define the requirements for the successful implantation of each selected initiative as well as the scope of each. Describe how changes to the requirements and scope would impact timelines, budget, and risk.
3)Explain the key internal and external stakeholders who would be involved in planning and implementing each selected initiative, as well as why each identified stakeholder is needed to successfully implement the initiatives.
arrow_forward
5 You are a midlevel manager at a major metropolitan hospital and are responsible for capturing and reporting statistics regarding the cost and quality of patient care. You believe in a strict interpretation when defining various reportable incidents; as a result, your hospital's rating on a number of quality issues has declined during the six months you have held the position. Your predecessor was more lenient and was inclined to let minor incidents go unreported or to classify some serious incidents as less serious. The quarterly quality meeting is next week, and you know that your reporting will be challenged by the chief of staff and other members of the quality review board. How should you prepare for this meeting? Should you defend your strict reporting procedures or revert to the former reporting process for the "sake of consistency in the numbers," as several people have urged?
arrow_forward
Security responsibilities should be addressed at the recruitment stage, included in contracts, andmonitored during an individual’s employment. Potential recruits should be adequately screened, especially forsensitive jobs. Clarify the controls that must be considered/conducted in the verification checks on permanentand casual staff at the job application stage.
arrow_forward
There are 2 scenarios in which it is necessary to give a sustained response: there is a production of radioactive material that belongs to abandoned lots of which there is no record of origin or specific details of each material, these materials are used as energy generators in eastern europe a report is requested that reports the state of the material for which a report is requested1. What contributions would be provided in said report, consider assumptions that are duly substantiated
According to the visual inspection of the materials, an engraving is observed on the bar containers, for which traceability is carried out, obtaining a record with all the weights and coding of the materials present, however, it is requested to compare the information to ensure a range of reliability that the batches are described in the record2. How would you ensure the reliability of the report, taking into account that you want to avoid handling these materials as much as possible?
arrow_forward
Company name: United healthcare
What type of performance appraisal system was used? What are the advantages and disadvantages of this method?
Did the appraiser engage in any of the rater errors described in the text? If so, which ones?
What recommendations would you make to improve the performance appraisal process?
arrow_forward
Seven Essential Elements of An Effective Compliance Program include:
Question 21 options:
A-Establishing Compliance Standards of Conduct and Procedures
B-Overall Compliance Program Oversight
C-Due Care in Delegation of Authority
D-Monitoring and Auditing Systems
E-All of the Above
arrow_forward
Pls choose right answers no need explanation
arrow_forward
How can the organization and funders know that the program is successful including analysis and data of any program
arrow_forward
A minimum score requirement on an objective exam for promotions in police and fire departments that resulted in exclusion of nearly all minority applicants seeking promotion would be an example of disparate impact discrimination.
Question 3 options:
True
False
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 is the role of proof-of-concept (PoC) evaluations in the IT resource acquisition process?arrow_forwardTOTAL REWARDS STATEMENT SAMPLE—Communicating the Value of Your Total Rewards Your 2016 Personalized Total Rewards Statement DATE/MONTH/YEAR Dear (Employee Name), In February, you received your 2016 T4 statement, which summarized the compensation you earned as a member of the Levy Engineering Ltd team this past calendar year. As part of our ongoing efforts to make LEL an employer of choice, we are continuing to create Total Rewards Statements annually. The Total Rewards Statement is used to communicate all of the benefits you have received as part of your employment at Levy Engineering. We define Total Rewards as everything LEL provides our employees in exchange for their investment in our organization. It includes both the tangible rewards, such as your base salary, health-related benefits, and pension support, along with intangible benefits, such as our company culture, career development opportunities, and a safe workplace. People are the foundation of what makes a company…arrow_forward
- •You’re applying to work in the human resources department of a large retail organization. During the application process, you’re asked to take a test that gives you scenarios related to theft working as a cashier. •Does this test have high or low face validity given the position you’re applying for? Explain exactly what aspects are of the test/scenario that lead you to believe that there is either high or low face validity behind this integrity test.arrow_forwardIs accuracy a good performance measure in all contexts? Why?arrow_forward30 Specify 2 contributions from the employees side and 2 inducements from the organization. * Enter your answerarrow_forward
- Short answer. What is an assessment?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_forwardQ5: Elaborate on the main parts of the final thesis report? kindly explain ed in details pleasearrow_forward
- Q3: Suppose you work for a Logistics company as an HR Manager. The female employees in your company has been facing discrimination in terms of pay raise, field visits and promotions. In this regard, complaints are lodged by them to the HR department for fair treatment. Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of discriminatory practices at the workplace. You believe qualitative research to be the suitable type of research for this study. Plan a qualitative study to investigate discriminatory practices against women in your company and provide the following with proper rationale: Research design Research question (at least 1 main and 2 sub questions) Three themes for your literature review References (at least five relevant papers)arrow_forwardExplain the use of the assessment center.arrow_forwardDefine database management system (DBMS)?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