COMPLEX REPORT

 Please read the document  attached. 

Assessment Instructions to

S

tudent:

1. Attempt all questions in the assessment.

1. All answers to be typed using Microsoft Word

R

esources permitted during assessment:

1. Dictionaries: Standard,

B

ilingual, Digital

1. Electronic devices: Laptops, Computers, Internet

Additional Assessment Instructions to Assessor:

Reasonable adjustment: Trainers may make reasonable allowances for learners in accordance with the C&I Learner Support

P

olicy contained in the Participant Handbook. This may relate to the timeframe for undertaking this assessment task in class or relate to an extension to the due date. Consult with the Curriculum & Learning Manager prior to administering this assessment to ensure Learner Support needs are met.

BSBRES411 Analyse and present research information

Performance Evidence

Evidence of the ability to:

1. identify or confirm research requirements and objectives

1. gather, organise and present research information

1. communicate effectively with research stakeholders to clarify requirements

1. maintain and handle information and documents systematically and securely

1. prepare reports on research findings including:

4. recommendations based on the analysis of information

4. clear and justified assumptions and conclusions

4. use of efficient, valid and reliable methods

1. analyse, evaluate and interpret research information to support organisational activities.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

K

nowledge Evidence

The candidate must be able to demonstrate the following knowledge to effectively complete the tasks outlined in the elements and performance criteria of this unit, and to manage tasks and reasonably foreseeable contingencies in the context of the work role:

Key features of organisational policies and procedures relating to:

the access of digital information

the storage/transmission of information

legal and ethical obligations relating to workplace information

key concepts related to research and analysis including reliability and validity

key features of research processes and strategies to identify new sources (online and print) of information and efficient and effective use.

To complete the unit requirements safely and effectively, the individual must:

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the knowledge management – research field of work and include access to:

0. workplace information systems, equipment and resources

0. workplace policies and procedures

0. case studies and, where possible, real situations.

1. Assessor of the unit must satisfy the assessor requirements in applicable vocational education and training legislation, frameworks and/or standards.

BSBWRT401 – Write Complex Documents

Performance Evidence

Evidence of the ability to:

1. plan, draft and finalise complex documents that require review and analysis of a range of information sources

1. use business technology to apply formatting, and incorporate graphics

1. edit the draft text to ensure accuracy and clarity of information, obtain feedback on the draft and revise the draft

1. apply the enterprise style guide/house style.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

1. identify the enterprise style guide/house style

1. outline formatting styles and their impact on formatting, readability and appearance of documents

1. explain rules and conventions for written English, as defined by general and specialist sources.

BSBCUS402 – Address Customer Needs

Performance Evidence
Evidence of the ability to:

1. communicate effectively with customers including

1. helping customers to articulate their needs and evaluate options

1. explaining products/services and how they match customer needs

1. establishing regular communication

1. explaining customer rights and responsibilities

1. address customer’s needs

1. use organisational procedures to document customer satisfaction

1. develop and maintain networks to support meeting customer needs

1. identify potential difficulties in meeting customer needs and taking appropriate action.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:

1. explain organisational procedures and standards for establishing and maintaining customer service relationships

1. describe informed consent

1. explain consumer rights and responsibilities

1. describe ways to establish effective regular communication with customers

1. outline details of products or services including with reference to:

1. possible alternative products and services

1. variations within a limited product and service range.

Research and Analysis Report

Please read the following scenario and address the answers to the questions provided. Using Microsoft Word, answer each question below in a
report format
using the
style guide
provided.

Scenario

Your organisation has compiled
statistics
gathered over a period of 12 months on
customer complaints
. You have been asked by your manager to
review
the data based on your team’s customer service skills. After you have
analysed
the data provided below, you are to
create a re
port that addresses the assessment questions.

The following
key
is to indicate the focus of the customer complaint that has been recorded. K, R & B indicate the complaint was caused by the relevant staff; P indicates the complaint is caused by a product; S indicates the complaint is caused by an external service provider.

Customer Service Complaints Data

Key for staff: K = Kasyme, R = Raquel, B = Basel

Each letter represents one complaint. i.e. K = 1 complaint towards Kasyme; S, S = 2 service complaints.

S

P

B

P, B

S

P

P

S

P

P

P

S

P, K

P

B

P

B

K

R

S

P, B

B

S

K

P

R

R

S

K

P, B

S

B

P

R

P

K

P

S

K

P

B

P, B

P, B

S

P

R

S

P

P

P

P, B

B

P

K

S

R

P, B

R

S

K

P

P

B

K

R, S

R

P, B

B

B, P

P

K

B

S, B

P, B

K

B

P, B

S, B

K

S

R

S, B

P

B

B

P

K

R

S

R

B, S

S

K

B, P

P, B

S, B

P

P, B

B

S

B

K

K

S, B

S, B

P

S, B

B, B

R

R

P, B

K

S, B

P

P, B

R

K

S, P

B

B

Week	Mon	Tue	Wed	Thu	Fri	Sat	Sun
1																		S																											P																		K																		B
2															P, B		P, K
3															R
4			B, P
5
6
7		B, B
8
9
10
11	P, S, B
12
13		R, S
14
15
16
17
18
19	B, R									S, B
20
21
22
23
24		B, S
25
26
27
28
29
30
31	R, B
32
33		S, P
34
35
36
37
38
39
40
41
42
43
44
45	P, S
46	R, P
47
48
49
50
51
52

QUESTIONS:

1.
Analyse
your data findings from the scenario provided?

1. What are your findings from this data analysis? What
impact
will this data have on your company?

1.
Explain
the data analysis methods you used and how you have applied these methods e.g. quantitative, qualitative.

1. Create a
graphical representation
of the data using
MS Excel
and insert into your report

1. How will this organisation
monitor
the levels of
customer satisfaction
in the future to ensure that their levels of customer services maintain a high level?

1. Explain where would the organisation
store
this information for future reference? Which departments would find this information useful for their operations? Should this data be stored securely?
If yes, why

?

1. How might the organisation store this
data securely
to protect their intellectual property?

1. What
policies and procedures
may need to be updated as a result of your research findings?

1. Share your
draft copy
of your report and your data findings with a colleague by sending them your report
via

email
. Ask them to provide
written feedback
on your assessment based on the suitability and sufficiency of your findings. Your classmate is to provide a
written response
to the following questions which may be in email format. Note: Their written response must be submitted as part of your assessment evidence. This may be a copy of the email they send to you.

Based on the feedback you receive from your colleague, answer the following questions:

1. Do they agree on the
outcome
of your data analysis?

1. Do they
agree
with your identified solution?

1. What
additional data findings
would they recommend to be added to your findings?

1. Ask them to provide feedback on your report layout and format for
improvement recommendations

1. Create a
final copy
of your report which includes the recommended changes suggested by your colleague. Ensure you submit the following into Moodle:

1. A copy of your
Draft Report
with feedback provided by your colleague (we suggest using Track Changes that show their suggested amendments)

1. A copy of
correspondence
with feedback gathered about the suitability and sufficiency of your findings.

1. A copy of your
Final Report

STYLE GUIDE

Structure of reports should be flexible but generally follow:

1. Title

1. Introduction

1. Body

1. Conclusion/Recommendations

1. Appendices

1. References

Introduction should do the following:

1. present an overview of the subject matter

1. describe the research methods

1. identify the findings (can use bullet points)

1. list recommendations (can use bullet points)

1. use language appropriate to audience and purpose.

Body text

Body text should be ordered into clear sections with sub-sections if required. Text should contain analysis of findings and should be written using paragraphs.

Language uses plain English as follows:

1. active verbs

1. present tense

1. accurate language with any jargon explained

1. formal English tone

1. no contractions

General presentation

1. use consistent format including fonts and styles

1. use font size 10-12 for body text

1. use 1.5 spacing

1. one line between paragraphs

1. justify text

1. use same font style for all headings

1. use section headings

1. your name and date in footer

1. include page numbers

1. use correct citation for all references used.