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Assessment task 1
Outcome(s) covered 1&2
Assessment task instructions
Section A
The report should include reference to the following:
The deficiencies that exist within the Complex's staff in relation to their understanding of how to establish and maintain good relationship with all customers.Particular emphasis should be given to:
(i)The identification of customers.
(ii)Identifying the factors that contibutions to excellent customer care.
(iii)Product and Service knowledge.
(iv)An explanation of the impact on the business of:
1.poor customer service
2.acceptable customer service
3.excellent customer serviceBarbour Brown Engineering Ltd, a firm of consulting engineers, was set up by David Barbour and Neil Brown 14 years ago, in a main town within a large rural area. Initially the firm concentrated solely on civil engineering projects such as road and sewer developments for the increasing number of private housing developments, which were springing up.
1. With reference to the firm in the case study, describe the basic components of a work organisation.
a Using a recognised classification, explain the importance of the four main goals of the organisation in the case study.
b Identify examples of objectives and policy from the case study and comment on how effectively you believe they have been implemented.
3. Using an open systems diagram, describe how the organisation in the case study interacts with its external environment.
4. All organisations have stakeholders. Give examples of the main stakeholders of this organisation giving reasons for your answer. You should identify at least four stakeh ...