Assignment

  Section A: Skills Activity Objective: To provide you with an opportunity to show you have the required skills for this unit. A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion. 1. Read a financial document provided by your organisation or the assessor and interpret the information written on it. Write a short report of 200 words explaining the contents of it. 2. Give a short presentation about the contents of the document to team members in a style and structure which suit the audience. Ask team members question to test their understanding and clarify any information that wasn't clear. 3. Complete a task relevant to a budget or financial plan in your organisation which requires you to use a range of mathematical calculations. Attach the relevant document(s) and a record of your calculations to your workbook with a brief written summary of the task you undertook. 4. You will be provided with a copy of your organisation's Financial Procedures Manual or equivalent document. Using this document as reference: • Identify five organisational requirements that relate to your own job role • Perform two tasks that will allow you to demonstrate your adherence to at least three of these requirements • Write a brief 250-word summary of each task you completed, describing the ways in which you demonstrated your adherence to organisational requirements. This activity will need to be observed and a signed observation documented. 5. Assist another employee or team member on a task which requires collaborative effort. 6. For a task you have been given by the organisation, plan how you will complete it including timescales. If the situation changes, adapt your plan. Section C: Performance Activity Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit. A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion. • In a workplace or simulated workplace environment, review and make recommendations to improve the budget or financial plan. Negotiate these changes and implement them. Ensure that you: o Monitor relevant financial factors such as expenditure and controls of costs o Prepare, implement and modify financial contingency plans as necessary o Meet record keeping requirements for the Australian Taxation Office (ATO) and for auditing purposes o Monitor and support any team members that you are working with When this is completed, prepare a report on how the budget/financial plan has been improved. Section A: Skills Activity Objective: To provide you with an opportunity to show you have the required skills for this unit A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion. • On two separate occasions, gather customer feedback in order to assess service needs and expectations. Interpret and evaluate the information gathered. The information must contain some qualitative and some quantitative data. Compare this data to current information about implemented strategies. Create a presentation about whether you feel current strategies for customer services are effective based on customer feedback. The presentation should contain explanations and visual representations of numerical data. Deliver this presentation to a group of staff members. • Explain how you meet the expectations of your role in a current strategy that is implemented within your organisation and how it adheres to organisational policies and procedures. • Explain in no more than 200 words each, an occasion where you have done the following: o Identified and used appropriate conventions and protocols when communicating with colleagues and customers o Collaborated with others, taking into account their strengths and experience, to achieve desired outcomes o Provided support in your field of expertise to the team. • Explain in no more than 200 words each, an occasion where you have done the following: o Developed and implemented plans using logical processes and monitors and evaluates progress against stated goals o Accepted responsibility for addressing complex or non-routine difficulties and applied problem-solving processes in determining a solution o Used digital technology to access, organise and present information in a format that met requirements. Section C: Performance Activity Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion. • Within a timeframe given to you by an assessor complete, the following tasks within your organisation : o Develop and manage organisational systems for quality customer service o Develop and review plans, policies and procedures for delivering and monitoring quality customer service o Implement policies and procedures to ensure quality customer service o Solve complex customer complaints and system problems that lead to poor customer service o Monitor and assist teams to meet customer service requirements o Develop, procure and use human and physical resources to support quality customer service delivery. Completing these tasks may be linked i.e. developing, implementing and reviewing one customer service strategy or may be completed as individual tasks.