What are the characteristics of quality service to a client

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Reference no: EM132663784 , Length: word count:1500

Section 1:

Question 1. When developing a new IT system for an organisation (for example, developing a new intranet site) who are some of the stakeholders in the project?

Question 2. How often would you ask for a client or sponsor's approval of technical documents?

Question 3. Briefly list some of the methods you would use to submit technical documentation to experts for review and verification.

Question 4. What are the characteristics of quality service to a client?

Question 5. What are service standards and why are they important?

Question 6. How can you gather feedback from customers? What do customer service problems usually relate to?

Question 7. What might an agenda include?

Question 8. What types of structure can meetings have? List and describe.

Question 9. What should you do when preparing documentation for meetings?

Question 10. Outline three aspects of venue selection that you should consider.

Section 2 - Project Tasks

Project Task - Client Business Requirements Case Study

Introduction
MacBeth Industries is a manufacturing company that makes heavy duty boxes using hardwood and plastic. The company manufactures and sells a variety of boxes of different size and shape. Some boxes are made entirely of hardwood, some are made entirely of plastic, and some are made from a combination of the two materials.

MacBeth makes boxes in a number of different configurations. Some have hinged plastic lids, some have lids which are fastened by clips, some have lids which slide on. Various types of boxes have different types of handles. Some boxes have decorative patterns. Some are transparent and some are not. The boxes come in various shapes and colours.

The company produces a number of different brands of box. Each brand has a distinct logo which appears on each box of that brand. The label on each block contains the logo for the brand, the trademark and other relevant information.

MacBeth Industries routinely produces more of a particular brand of box than is required for each given order. The company overstocks in this way so that when an order is placed, it can be dispatched immediately.

Based on market analysis that has been performed, the company has decided to market and sell boxes online using the World Wide Web.
The management of MacBeth Industries engaged an external consulting group to conduct an analysis of the e-business market and produce a business proposal.

Task
To ensure that the external consulting group can quickly produce a business proposal for Macbeth Industries, you have been asked to obtain information from users about problems they are having with the existing system and their expectations of the new system. This information will be documented and supplied to the consultants.

In this task, to provide the consultants with the information they require, you need to:

Identify information gathering strategies (min 200 words)
You need to consider alternative methods for gathering information from the users of the current MacBeth Industries systems. In a report of approximately 200-250 words, you should explain the advantages and disadvantages of each alternative information gathering method in the context of the Macbeth Industries workplace environment.

Section 3 - Roleplay/Presentation

Customer Service Model

Your task is to research and discuss at least 1 model of customer service. Present a power point presentation in class outlining the characteristics of the customer services /selected model.

• You need to relate your response to your workplace, a workplace you are familiar with or a simulated business and provide contexts and samples as such, providing scenarios where selected customer service model could be applied.
• You need to be able to describe how the model fits in with the organisation's service standards.
• You need to outline relevant customer feedback mechanisms for your selected customer service model.

Attachment:- Student Assessment Pack.rar

Reference no: EM132663784

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