Q.1. You have been asked to explain to employees that you supervise what a business plan is and why it is important to have a business plan that focuses on customer service. Write a transcript of what you would say to them. (150-180 words)

Q.2. One of your colleagues has been having difficulty providing the customer service standards that are required in your organisation. You have observed this and have noted that this person is not making the number of sales they should make. What action do you think you might take to assist them to overcome difficulty in meeting customer service standards? (120-150 words)

Q.3. A colleague has asked you to coach them to help them overcome difficulties they are experiencing in meeting customer service standards. Explain how you would go about doing this. To answer this question you will need to research the coaching process then demonstrate that you understand how coaching procedures can be applied and why it is necessary, in such situations, to have some understanding of adult learning needs. (150-180 words)

Q.4. There are a number of strategies for monitoring the progress in achieving product and/or service targets and standards. Which strategies do you consider to be the most useful? Why? (150-180 words)

Q.5. Explain the link between resource procurement and creating quality products for customers and explain how resource management is related to quality management and to continuous improvement. You might need to conduct research to complete this activity. (150-180 words)

Q.6.  How can an organisation manage records, reports and recommendations within the organisation's systems and processes? How is this information used? How could the information be used to greater effect? (120-150 words)