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Evidence-Based Practice and Ethics in Community Health Nursing

  1. Click and read the Case Study below and post answers.
  2. Answers must: 
    • Be 100 words or more
    • APA FORMAT
    • References are cited (if necessary)

Case Study

Chapter 4

Evidence-Based Practice and Ethics in Community Health Nursing

The student nurse starts the day with the community health nurse with a discussion about the implementation of evidence-based practice. The nurse reviews with the student the importance of including appropriate research and evidence-based practice principles each day during the daily visits. The community health nurse emphasizes the importance of looking at one’s own values since the student nurse will encounter various individuals in the community health setting. The community health nurse asks the student nurse to review the key human values that influence a client’s health.

  1. The community health nurse asks the student nurse to explain what is involved in evidence-based practice. What are the necessary steps in the process of evidence-based practice that the nurse should include in the discussion with the community health nurse?
  2. What does implementation of evidence-based practice enable the community health nurse to do in the community?
  3. Research has what significant impact on community health and nursing practice?
  4. Values and ethical principles strongly influence community health nursing practice and ethical decision-making. What function do values hold in clinical practice in the community health setting?
  5. What three human values influence client health that the community health nurse must consider?

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small business that supplies office supplies to small and medium-sized businesses within the South East Queensland market

Coordinate implementation of customer service strategies
Name
Email address
Assessment
© 2018 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969
Warning – This material has been reproduced and communicated to you by or on behalf of AIPT, pursuant to Part VB of the Copyright Act 1968 (the Act).
The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act.
All rights are reserved and you must obtain the prior written permission of AIPT for the republication or redistribution of any content. Do not remove this notice.
Read through the following case study and complete the associated four tasks. You should reflect on your learning and your own research within this unit.
Currently working students are encouraged to base the scenario of this assessment on their dental or medical surgery/practice.
Case Study
Consider the following scenario.
You work for ABC Stationery, a small business that supplies office supplies to small and medium-sized businesses within the South East Queensland market. The business has eight staff members, and it has started to grow. As part of that growth, you have been asked to look at the business’s customer service strategies. A new Client Management System (CMS) with an integrated document control system has been purchased in order to stop the loss of corporate knowledge, which happens when staff members leave.
Currently, no formal customer service strategies have been put in place, and there has been no previous formal training within the organisation in customer service.
About the business:
• Two business partners own the business.
• Three administration staff take sales over the phone and liaise with the bigger clients on a daily basis. One member is new, one has been with the company for one year, and the other has been with the company for eight years.
• The finance manager has been with the company for three years.
• There are two sales staff that mostly work remotely. They have been with the company for two years.

Employee demographics:
• The average age range is 25–55.
• There is a mix of males and females.
• Two of the administration team are from non-English speaking background.
As a manager, it is important that you review customer service and seek ways to make improvements. It is important to consider improving not only your own standard of customer service but also how you assist others to make improvements in their standard of customer service.
In order to identify ways to make improvements in customer service, you need to clarify and accurately assess the needs of customers. There are several ways that this can be accomplished, but they are all based on communication techniques. By ensuring that there is good communication with customers, the number of customer complaints will reduce.
Communication techniques may relate to:
• Analysing customer satisfaction surveys
• Analysing quality assurance data
• Conducting interviews
• Consultation methods, techniques, and protocols
• Making recommendations
• Obtaining management decisions
• Questioning
• Seeking feedback to confirm understanding
• Summarising and paraphrasing
Task 1
Part A
Imagine you are a customer of ABC Stationary. Think about the type of service you would expect from the business and staff and also what kind of situations would make you unhappy with their service. With this information in mind, develop a questionnaire (minimum of ten questions) that you could use to gather information from customers on what they like about ABC Stationary’s service and what they think could be done better and what kind of service could be implemented that is not currently provided. It could cover such areas as:
Customer needs may relate to:
• Staff attitude
• Staff knowledge
• Complaints
• Prices/ value for service
• Purchasing experience
• Return of goods experience
• Accuracy of information provided them
• Instore experience
• Patient chairside experience (dental students)
• Anything else?

Part B
Ask (at least ten) customers to complete the questionnaire. If you don’t work or have the opportunity to ask customers in a retail situation, adjust the questionnaire so it suits the area in which you work. If you are not currently working you may simulate the customer responses. Simulations can include using friends and family to complete the questionnaire.
Customers may include:
• Corporate customers
• Individual members of the organisations
• Individual members of the public
• Patients
• Internal or external
• Other agencies

Task 2
Analyse the feedback from the questionnaire. Create a report explaining your findings, i.e. what are the customer’s needs, and make a comment (recommendation) on areas in customer service where improvements could be made.

Task 3
Using the information from Tasks 1and 2, explain in a report the customer service issues and problems that you diagnosed and the appropriate options that you identified for improving customer service. Include in this report budget allocations that are required and where the budget allocation will come from. Your report should also outline how you will promptly action procedures to resolve customer difficulties and complaints whilst acting within organisational requirements.
You need to mention how these options meet with the organisation’s requirements, i.e. business aims, objectives, and strategies, and you should provide opportunities for continuous improvement.
Organisational requirements may include:
• Access and equity principles and practice
• Anti-discrimination and related policy
• Confidentiality and security requirements
• Defined resource parameters
• Ethical standards
• Goals, objectives, plans, systems, and processes
• Legal and organisational policies, guidelines, and requirements
• OHS policies, procedures, and programs
• Payment and delivery options
• Pricing and discount policies
• Quality and continuous improvement processes and standards
• Quality assurance and/or procedures manuals
• Replacement and refund policy and procedures
• Who is responsible for products or services?
Strategic areas for improvement may include:
• Courtesy/politeness
• Delivery times
• Merchandise characteristics
• Price offers
• Product/refund guarantees
• Product/service availability

Task 4
Develop a PowerPoint presentation to present your findings from Tasks 2 and 3 on service needs of customers and ways to make improvements. There should be no more than 12 slides. The presentation will be shown to management, staff, and other interested parties with the aim of promoting strategies to improve customer service.
Arrange with management, staff, and other interested parties to attend the presentation on customers’ service needs and strategies to improve customer service.
Design a presentation feedback form (of at least five questions) to gather comments from your audience on customer service needs and your proposed improvements. Provide your assessor with a copy of the feedback form.
Task 5
Gather and analyse the presentation audience feedback on customer service needs and your proposed improvements. Explain your findings in a report, e.g. did the audience agree with, disagree with, or support your findings and ideas; did they reflect concern to change; etc.
Deliverables required
You are required to submit:
Task 1 A- your questionnaire with 10 questions (blank)
Task 1 B- At least ten copies of your questionnaire completed by ‘customers’
Task 2 – A short report (questionnaire feedback findings)
Task 3- A short report (customer service issues)
Task 4- PowerPoint presentation (12 slides), and presentation feedback form
Task 5 –Report on presentation audience feedback
The submission upload on My eCampus can only accept one file so if you have more than one file to submit, zip them together. See the instructions link in the Assessment Submission requirements PDF on the assessment page.
Please ensure you add your name and email address to all files you submit

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Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969

Coordinate implementation of customer service strategies
Name
Email address
Assessment
© 2017 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969
Warning – This material has been reproduced and communicated to you by or on behalf of AIPT, pursuant to Part VB of the Copyright Act 1968 (the Act).
The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act.
All rights are reserved and you must obtain the prior written permission of AIPT for the republication or redistribution of any content. Do not remove this notice.
Project
Carefully review the material presented in this unit and the activities you have previously completed. You should reflect on your learning, your own research, and your previous case studies within this unit.
Complete the following project tasks, and submit all of the required documentation.
With reference to the case study, complete the follow tasks.
In the case study assessment, you identified strategies and opportunities to improve customer service and meet the needs of customers. You presented and promoted these ideas to the appropriate organisational individuals and groups. It is now appropriate to organise the implementation of those strategies.
Task 1
Before implementation, you will need to plan the implementation schedule and identify the who, what, when, and how. Select one customer service objective. Then, in a report—a table may be used—identify the following:
• The customer service objective, e.g. What is the customer service goal?
• The customer service strategy that is to be implemented, e.g. What steps are required to achieve the goal?
• The activities/tasks involved in the implementation, e.g. a list of the activities/tasks that need to be undertaken
• The staff required, e.g. all staff, specific departmental staff (marketing, sales, etc.), new casual employees, etc.
• Budget, e.g. financial resources required (costs to cover telemarketing phone calls, printing, advertising, newsletters, etc.), total estimated costs
• Other physical resources or supplies, e.g. display stands, promotional boards, customer database, etc.
• A schedule of timeframes for the activities/tasks, e.g. Gantt chart
• What resource and activity approvals need to be arranged and with whom, i.e. job role/position to be identified (names are not required). If you are the responsible person and no further approvals are required, then this should be indicated in your report.
Task 2
Before implementing your plan, you need gain the necessary approvals and consult with management and staff to gather their comments and commitment to achieving improved levels of customer service. After you have received approval and management commitment, arrange a meeting with your staff to discuss the customer service improvement plans and gain their agreement on the plan and overall customer service objectives. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
• Discussion by staff to demonstrate commitment to achieving the customer service goals, e.g. support implementation activities
• Discussion and agreement by individuals or small groups on activities/tasks, timeframes, and physical and budget resources required
• Discussion and confirmation as to what, when, and how resources will be provided to individuals/groups to enable them to complete the activities/tasks
Task 3
As a manager, you need to provide templates of letters for staff to use as examples of the standards and requirements of business letters when responding to customers’ difficulties and complaints. Following the organisation’s procedures and using templates when resolving customer difficulties and complaints both encourages prompt action and ensures a standard approach in quality customer service. Customer complaints may be received from the customer either as a letter, email, or phone call or orally. The letter templates should display the content, structure, layout, and format of two types of customer service letters: formal and informal.
Procedures to resolve customer difficulties may include:
• External agencies, e.g. Ombudsman
• Item replacement
• Referrals to supervisor
• Refund of monies
• Review of products or services
• Using conflict management techniques
Customer complaints may include:
• Administrative errors, such as incorrect invoices or prices
• Customer satisfaction with service quality
• Damaged goods or goods not delivered
• Delivery errors
• Products not delivered on time
• Service errors
• Specific e-business problems and issues:
? Difficulty accessing services
? Inactive links
? Not appreciating differing hardware and software
? Services not available
? Supply errors such as incorrect product delivered
? Time taken to access services
? Unfriendly website design
? Website faults
• Warehouse or store room errors, such as incorrect product delivered
Develop examples of two template customer service letters, that being informal and formal, acknowledging the complaint and advising the customer of the actions that will be taken in order to satisfy their needs as well as that the organisation will look forward to satisfying their needs in the future. You should ensure that the templates are readable, appropriate, and mechanically sound.
Task 4
Business strategies and standards are continually monitored and evaluated with the aim of identifying areas for improvement. Continual improvement in customer service requires the customer service systems and processes to be regularly and systematically monitored and evaluated.
In case study assessment Task 1, you developed a questionnaire to gather feedback on customer service needs and areas for improvement. Now, you need to re-evaluate the customer service being provided by the business since the changes in customer service were implemented.
Using the reports from Tasks 1 and 2 of this assessment, identify five to eight key performance indicators (KPIs) that you could use in monitoring and evaluating the current level of client satisfaction with customer service. The KPIs need to relate to the business aims, objectives, and/or strategies.
Develop a client satisfaction survey checklist using the following headings:
• KPI statement (list the KPIs under this heading)
• Satisfied (checkbox or tick)
• Not satisfied (checkbox or tick)
• Comments/further improvements
Task 5
Step 1
Using the checklist from Task 4, conduct a survey with your customers to review client satisfaction on the level of customer service currently being delivered.
The survey may be conducted using the Internet, email, or telephone, or it may be face to face. You will need to gather a minimum of ten customer responses.
Customers may include:
• Corporate customers
• Individual members of the organisation
• Individual members of the public
• Internal or external
• Other agencies
Step 2
Analyse the feedback from the survey, and create a client satisfaction feedback report explaining your findings, e.g. were the KPIs met? Has the level of client satisfaction with customer service improved? If not, why? Are further improvements needed?
In your report, you will need to do the following:
• Refer to evidence gathered from the survey.
• Make a comment on the areas in customer service that have been improved and also where further improvements could be made.
• Provide advice and make a recommendation on the future direction of client service strategies for the business. Future directions should relate to the overall aims and objectives of the business.

Task 6
The client satisfaction feedback information needs to be passed on to the manager and staff. Arrange a meeting with the manager, staff, and any other interested parties to discuss your findings from the client satisfaction survey. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
• Discussion by the manager and staff to demonstrate acknowledgement of client satisfaction successes and commitment to take steps to make improvements where required to maintain customer service standards
• Discussion and agreement by individuals or small groups on activities/tasks to be undertaken to improve customer service standards
Individuals and groups may include:
• Colleagues
• Committee
• Customers
• External organisation
• Line management
• Supervisor
Task 7
To be successful in quality customer service, records need to be maintained. This is to make past and future comparisons and identify areas that may cause future issues and problems. In a report, explain the role and purpose of maintaining systems, records, and reporting procedures in ensuring continuous improvement in levels of customer service

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A copy of the policy that details how permission is granted for collecting records of children’s learning and behaviour

The assignment is related to child care.

CHCECE023
Analyse information to inform learning
Assessment Tasks
(Learner Copy)
Student Name
Unit Date Started
Unit Date Submitted
Trainer/Assessor Name and Signature
This page is left intentionally blank

Student Name
Unit Submission Date
Unit Submission Date (2nd)
Unit Submission Date (3rd)
Assessor Feedback

To be returned with feedback to student after marking
Australian Careers College Pty Ltd
37, Gregory Street, Parap, NT- 0820
Ph: : 08 8981 9619
1/48 Woods Street, Darwin NT- 0800
586-590 Paramatta Road, Petersham NSW- 2049
CHCECE023 Analyse information to inform learning
Written by Aspire Training and Consulting Copyright © 2018
Authorised use: Australian Careers College
This book is protected by copyright and may not be reproduced or copied in part or in whole nor used for financial gain without the express approval in writing of the owner (Australian Careers College) of the copyright

TERMS AND CONDITIONS
Submitting your evidence portfolio
You are recommended to seek the advice of your assessor when putting together your evidence portfolio in order to confirm that you have provided sufficient evidence of competency.
You should note that your evidence portfolio must be retained by the Registered Training Organisation for audit purposes and will not be returned to you. If you wish to keep any evidence, you should make a copy prior to submission for assessment. You are advised to make sure you clearly label each answer and task and complete all sections of each assessment.
If possible, you should also submit copies of any workplace documents that may be relevant to this unit of competency. In this case you will need to gain approval to provide the copies from your employer.
Ownership and plagiarism
You are advised by accepting these terms and conditions you have declared the evidence that you submit is your own work or the result of your own research. By signing the declaration below you acknowledge your assessment is your own and contains no material written by another person except where due reference is made.
Note that if you quote any source in your evidence, you must provide a reference to the source in order to ensure that you do not breach Copyright legislation. You need to be aware that a false declaration may lead to the withdrawal of a qualification.
Re-submission of your evidence portfolio
If your evidence meets the requirements of the unit of competency you will be assessed as Competent (C) in this unit. If your evidence does not meet the requirements of the unit of competency you will be assessed as Not Yet Competent (NYC). If you are assessed NYC, it is important to discuss your re-submission with your assessor as you will be given two opportunities only to revise and re-submit your evidence portfolio.
Declaration by Learner
I confirm that the evidence that I have presented is my own work and/or the result of my own research. It contains no material written by another person except where I have stated the source. I am aware that a false declaration may lead to withdrawal of a qualification.

LEARNER NAME (PLEASE PRINT) LEARNER SIGNATURE DATE

Elements and Performance Criteria
ELEMENT PERFORMANCE CRITERIA
Elements define the essential outcomes. Performance criteria specify the level of performance needed to demonstrate achievement of the element.

  1. Gather and document information about children 1.1 Undertake observations and gather detailed information about children’s learning, using a wide range of approaches
    1.2 Ensure the assessment methods and tools used to gather information consider assessment principles
    1.3 Gather information and observations over time and in a variety of spaces
    1.4 Include the voices of educators, children, peers, families and other professionals where appropriate
    1.5 Demonstrate inclusive assessment practices
  2. Monitor children’s learning and development 2.1 Use information and observations to analyse and monitor children’s strengths, interests, relationships and learning in conjunction with the approved framework’s learning outcomes
    2.2 Identify children who may need additional support in order to achieve particular learning outcomes
    2.3 Use summative assessment to reflect on children’s learning over a period of time
    2.4 Collaborate with families and colleagues to support children’s learning
    2.5 Develop a process to ensure that information and observations are gathered and used to inform planning for all children
  3. Use evidence to inform practice 3.1 Use evidence to plan for children to learn through play, intentional teaching, modelling and the learning environment
    3.2 Reflect on and improve own practices using evidence gathered
  4. Share information appropriately 4.1 Implement strategies to ensure that children’s documentation can be shared with families
    4.2 Follow confidentiality practices to ensure information is shared appropriately
    Recognition of Prior Learning (if applicable)
    RPL Evidence Guide
    Students who require RPL or accelerated progression must produce verifiable documentary evidence of their competence in the following competency standards:
    CHCECE023 Analyse information to inform learning
    Student’s name
    Assessor’s name
    Date enrolled
    Please see your assessor for an RPL kit, to be completed and presented to your assessor with required evidence. An appointment will then be set for a competency conversation. Your assessor will explain all evidence requirements for this unit of competency.
    Suggested evidence
    ? Letter from current/previous employer
    ? Answers to written questions
    ? Answer to oral questions
    ? Practical demonstration
    Action
    Assessment plan agreed
    Student handbook supplied
    Support materials provided
    Invoice supplied
    Language / Literacy / Numeracy needs discussed
    Special/particular needs discussed
    Appeals process explained
    Overview on assessment procedure explained
    Pre-evaluation of job conducted
    Copy of evidence provided
    RPL Evidence Guide
    Additional requirements
    Student’s signature
    Date
    Assessor’s signature Date
    Learning checkpoint 1
    Gathering and documenting information about children
    Observe three children and collect specific information about their background and learning. Select children from different age groups if possible. Prepare a file for each child. You will add to these files in the learning checkpoints for each topic in this learner guide.
    Maintain confidentiality at all times.
    The parents of the children will need to be willing to give you feedback as you progress through the checkpoints.
    Question 1
    Provide information about parental permissions. Include:
    • a copy of the policy that details how permission is granted for collecting records of children’s learning and behaviour
    • a blank copy of the document that parents sign to give permission for educators to collect records of children’s learning and behaviour.
    Question 2
    Develop a simple form that gathers signed permission for you to gather and record information about the three children. The form should include:
    • your name
    • why you want the information
    • how you will use the information
    • where the information will be stored
    • how the parents will be involved in the process
    • whether the parent allows you to include photographs of their child in your records
    • whether the parent agrees that you can share the information with your trainer/assessor
    • how you will maintain confidentiality.
    Question 3
    Create a profile for each child that includes:
    • family background
    • interests and play preferences
    • strengths
    • relationships
    • developmental level.
    You should collect information from:
    • the family
    • other people close to the child
    • the child
    • other children
    • educators
    • relevant professionals/specialists (if appropriate).
    Question 4
    Create observation records for each child over a period of time and in a variety of spaces. Identify their progress toward the five EYLF/MTOP outcomes by focusing on:
    • the child’s sense of identity
    • the child’s connection to their world
    • the child’s sense of wellbeing
    • the child as a confident and involved learner
    • the child as an effective communicator.
    Use at least four of the following methods to gather and record information:
    • Secondary sources such as discussions with others, communication books, incident reports and samples of work
    • Jottings
    • Anecdotal information
    • Time samples and running records
    • Questioning
    • Event samples and checklists
    • Sociograms
    • Webs
    • Learning stories
    • ICT
    Question 5
    Provide a short summative assessment of each child. Include the voice of others in the assessment.
    Question 6
    For each child, describe how you have collected information over enough time and in a number of spaces to give you an accurate view of the child.
    Question 7
    For each child, describe how your assessments are valid, representative, significant and relevant.
    Question 8
    For each child, describe how you used inclusive assessment practices.
    Learning Checkpoint One
    Learner
    name Student Number
    Unit CHCECE023 Analyse information to inform learning
    Assessor name
    Learner Assessment Declaration (tick the relevant box)
    The purpose and outcomes of the assessment have been explained to me Yes ? No ?
    I have received information about the unit of competency Yes ? No ?
    I understand the type of evidence to be collected Yes ? No ?
    The appeals system has been explained to me Yes ? No ?
    I have informed my assessor of any special needs that may need to be considered during the assessment Yes ? No ?
    Learner signature Date

Result of assessment – Assessment 1: Written Test
Attempt No 1: S ? NYS ? Attempt No 2: S ? NYS ? Attempt No 3: S ? NYS ?
The learner’s overall performance was Satisfactory ? Not Yet Satisfactory ?
Feedback to learner on overall performance
Assessor signature Date
I intend to lodge an appeal on the above decision Yes ? No ?
Learner signature Date

Learning checkpoint 2
Monitoring children’s learning and development
Part A
Complete the following tasks to continue to develop the files for the three children you observed in Learning checkpoint 1.
Question 1
For each child, use a format of your choice to complete a summative assessment that links to the EYLF/MTOP outcomes and represents each child’s:
• strengths
• interests and play preferences
• relationships
• learning
• need for additional support to meet an EYLF/MTOP outcome.
Question 2
Share your summative assessments with a colleague and/or the children’s parents. Ask for their feedback on your summative assessment and see if there is any further information you can gather from them. Record this feedback.
Part B
Read the case study, then answer the questions that follow.
Case study
Linda is a Diploma-qualified educator working in a room with 27 children and two other educators. The children are aged between four and five years old and are from a range of backgrounds. They all speak and understand English well. The children usually attend the service between 9.00 am and 3.00 pm.
Question 1
Develop a process that Linda could use to ensure that each child is observed and suitable information is gathered to make the curriculum responsive and inclusive.
Question 2
What should Linda do if the assessment of information from this process indicates a child needs additional support to achieve a learning outcome?
Learning Checkpoint Two
Learner
name Student Number
Unit CHCECE023 Analyse information to inform learning
Assessor name
Learner Assessment Declaration (tick the relevant box)
The purpose and outcomes of the assessment have been explained to me Yes ? No ?
I have received information about the unit of competency Yes ? No ?
I understand the type of evidence to be collected Yes ? No ?
The appeals system has been explained to me Yes ? No ?
I have informed my assessor of any special needs that may need to be considered during the assessment Yes ? No ?
Learner signature Date

Result of assessment – Assessment 1: Written Test
Attempt No 1: S ? NYS ? Attempt No 2: S ? NYS ? Attempt No 3: S ? NYS ?
The learner’s overall performance was Satisfactory ? Not Yet Satisfactory ?
Feedback to learner on overall performance
Assessor signature Date
I intend to lodge an appeal on the above decision Yes ? No ?
Learner signature Date

Learning checkpoint 3
Using evidence to inform practice
Part A
For each of the three children you have been collecting information for, use your formative and summative assessments to develop plans of two experiences for each child. For each child, include:
• an intentional teaching experience
• a planned ‘learning through play’ experience.
For each experience, your plan should describe:
• which type of experience it is (intentional or learning through play)
• what the planned experience is
• how you will set up the environment to encourage participation and learning
• how you will ensure the children are comfortable by creating a safe and non-threatening space
• an EYLF/MTOP outcome
• a goal
• an objective
• modelling that is planned
• the materials and resources needed.
You can follow a service’s template or use a table similar to the following.
Experience plan
Child:
Name:
Age:
Intentional teaching or planned learning through play experience?
Description of the experience
Environment set-up
EYLF/MTOP Outcome
Goal
Objective
Modelling
Resources and materials
Part B
Question 1
Use three methods to critically reflect on and improve your practice. Briefly describe:
• the methods you used
• what you found out
• how you plan to improve your performance.
Question 2
Provide an example of a situation you have reflected on where you believe you could have reacted better. Answer the following questions to reflect on the situation.
• What happened?
• Why did it happen?
• How did it happen?
• How do you feel about it?
• What have you learnt from this?
• What is the significance of this?
• What will you do next?
• How will this alter your future actions and values?

Learning Checkpoint Three
Learner
name Student Number
Unit CHCECE023 Analyse information to inform learning
Assessor name
Learner Assessment Declaration (tick the relevant box)
The purpose and outcomes of the assessment have been explained to me Yes ? No ?
I have received information about the unit of competency Yes ? No ?
I understand the type of evidence to be collected Yes ? No ?
The appeals system has been explained to me Yes ? No ?
I have informed my assessor of any special needs that may need to be considered during the assessment Yes ? No ?
Learner signature Date

Result of assessment – Assessment 1: Written Test
Attempt No 1: S ? NYS ? Attempt No 2: S ? NYS ? Attempt No 3: S ? NYS ?
The learner’s overall performance was Satisfactory ? Not Yet Satisfactory ?
Feedback to learner on overall performance
Assessor signature Date
I intend to lodge an appeal on the above decision Yes ? No ?
Learner signature Date
Learning checkpoint 4
Sharing information with families appropriately
Part A
Use appropriate strategies to share documentation of your choice with a family.
a. Explain the type of documentation you shared.
b. Explain the strategy you used to communicate the information in the documentation.
c. Explain why you shared this particular documentation.
d. Explain how you ensured privacy (when appropriate) for the parents when sharing the information in the documentation.
Part B
Question 1
Describe three methods for ensuring that information shared with families is kept private.
Question 2
Explain why it is essential to follow confidentiality practices when sharing information.
Question 3
Give two reasons why documentation about a child’s program and progress must be made available to their family.
Learning Checkpoint Four
Learner
name Student Number
Unit CHCECE023 Analyse information to inform learning
Assessor name
Learner Assessment Declaration (tick the relevant box)
The purpose and outcomes of the assessment have been explained to me Yes ? No ?
I have received information about the unit of competency Yes ? No ?
I understand the type of evidence to be collected Yes ? No ?
The appeals system has been explained to me Yes ? No ?
I have informed my assessor of any special needs that may need to be considered during the assessment Yes ? No ?
Learner signature Date

Result of assessment – Assessment 1: Written Test
Attempt No 1: S ? NYS ? Attempt No 2: S ? NYS ? Attempt No 3: S ? NYS ?
The learner’s overall performance was Satisfactory ? Not Yet Satisfactory ?
Feedback to learner on overall performance
Assessor signature Date
I intend to lodge an appeal on the above decision Yes ? No ?
Learner signature Date

Final assessment
CHCECE023 Analyse information to inform learning
Your trainer or assessor may require you to complete this assessment activity and will provide you with instructions as to how to present your responses. They may provide alternative or additional assessment activities depending on the circumstances of your training program.
The following table maps this final assessment activity against the elements and performance criteria of CHCECE023 Analyse information to inform learning.
Part Element Performance criteria
A 1, 2, 3, 4 1.1, 1.2, 1.3, 1.4, 1.5, 2.1, 2.2, 2.3, 2.4, 2.5, 3.1, 3.2, 4.1, 4.2
B 1, 2, 3, 4 1.1, 1.2, 1.3, 1.4, 1.5, 2.1, 2.2, 2.3, 2.4, 2.5, 3.1, 4.1, 4.2
C 3 3.2, 3.3
Detailed mapping of this learner guide against the methods of assessment, the elements, the performance criteria and performance and knowledge evidence is available in the Aspire Trainer’s and assessor’s guide for this unit.
Purpose
The following activity forms part of your assessment of competence. You may also need to provide various workplace documents or third-party reports. Your trainer will give you guidance in this area.
This assessment activity is designed to assess your skills and knowledge across the whole unit CHCECE023 Analyse information to inform learning.
Requirements
To complete this assessment activity, you need:
• access to a children’s services environment
• access to the service’s standards, policies and procedures
• access to the National Quality Framework and Early Years Learning Framework
• to be observed demonstrating performance as outlined in Part A
• to complete the tasks outlined in Part B and Part C and submit responses as directed by your trainer/assessor/training organisation
• to ensure you maintain confidentiality as required.

Part A
Your trainer needs to see demonstrated evidence of your performance in the following areas. Observations may take place in your workplace or in a simulated environment. Your trainer/assessor/training organisation will provide guidance as to how these observations will take place.
Demonstration of your performance as outlined in Part A can be undertaken in conjunction with Part B.
Performance evidence Example
Demonstrate how you collected and documented observations of at least three different children, including:
children’s behaviour and learning Show your trainer/assessor how you:
observed the children and kept notes of their behaviour
read enrolment records to identify their behaviour at home and their developmental abilities
read incident and specialist reports to identify behaviour issues.
children’s play preferences Show your trainer/assessor:
an assessment record you have completed that demonstrates you are aware of a child’s interests
how you discussed what type of play the children enjoyed at home.
strengths, interests and relationships. Show your trainer/assessor:
samples of children’s work that helped you identify their interests and developmental strengths
notes you kept about a child’s relationships following discussion with parents and other educators
how you have planned an experience that responds to a child’s strengths.
Demonstrate how you applied information to educational practice, including:
sharing information with families, educators, children, experts and specialists Show your trainer/assessor how you:
arranged meetings and used pick-up and drop-off times to share information about a child with their family
discussed a child’s progress with other educators at team meetings
collaborated with specialists to provide a comprehensive view of a child.
collaborating with families to plan for children’s individual needs Show your trainer/assessor:
how you arranged meetings and informal discussions with families to ensure they were involved in contributing ideas to plan an appropriate experience for their child
shared the child’s program with parents at a one-on-one meeting.
using information gathered to inform planning. Show your trainer/assessor how you:
used the information about a family’s circumstances, culture and interests and their child’s skills, relationships, interests and needs to plan a responsive and appropriate plan of activities and experiences for the child
planned an experience that responded to the child’s strengths and developmental stage.
Part B
You are to collect information about one more child of any age and plan responsive learning experiences for these children to demonstrate that you can:
• collect information about children from a range of sources and over a period of time to help you plan for children
• analyse and assess the information you gather
• use the evidence gathered and analysed to plan appropriate activities
• collaborate and share information with families.
Use a different child of any age from those you may have used for assessments in chapters 1, 2, 3 and 4.
Complete the following tasks.

  1. Use a confidential portfolio assessment method (see section 1B) to collate the records you collect about the child. This confidential child portfolio allows your trainer/assessor to see how you analyse information to inform learning.
    Prepare a portfolio for the child.
    Include forms for at least three recording method formats you will use (such as learning stories, anecdotal records, checklists, jottings and event samples). Each format must include space for:
    • the observation record
    • parents and other educators to provide additional information
    • a formative assessment linked to the EYLF learning outcomes.
    Ask your supervisor or educational leader to approve the child portfolio and the methods you will use to collect information before you present them to parents.
    Before observing and collecting information about each child, speak with their parents. Explain your plans and show them the child portfolio assessment you have begun to prepare (the method you will use to document their child’s development). Explain how you would like them to participate in their child’s assessment.
    Check your service policies about how parents give approval for their child to be observed and their learning and development recorded and photographed, then develop a word-processed parent permission form to be used specifically for this assessment task. Have your supervisor check this form to ensure it is professional and contains appropriate information, including:
    • your name
    • the role you are playing in the service (educator, student, volunteer)
    • why you are collecting the information
    • how you will be using the information
    • how the parents will be involved in the process
    • whether the parent allows you to include photographs of their child in your records.
    • whether the parent agrees that you can share the information with other educators and your trainer/assessor
    • how you will maintain their confidentiality by following service policies and procedures, responding to the ECA Code of Ethics, and by storing and using the records.
    Request that the parents sign the permission form. You must have their signature before you start observing the child. Add the signed permission form to the child’s confidential portfolio.
    Gather, document and analyse information about the child who you are working with, adding each piece of information to the child’s confidential portfolio. Ensure each item added is clearly dated and named. Use a range of recording types (for example, enrolment forms, learning stories, anecdotal records, event samples) including the templates you prepared in question 1.
    Ensure the information:
    • spans a reasonable period of time and is collected in different spaces
    • provides relevant and significant background information about the child
    • identifies and describes the child’s learning, strengths, interests, relationships, play preferences and behaviour
    • monitors at least one developmental aspect (for example, physical milestones)
    • includes the voice of a specialist or other professional (if applicable)
    • includes the voice of the child, the parents and other educators
    • addresses assessment principles (valid, representative, significant, relevant, inclusive)
    • includes each of the five EYLF Outcomes.
    Analyse each record you gather in an unbiased and methodical manner so it represents a true and accurate picture of the child.
    You may wish to use a checklist similar to the following to check off the information you have gathered about each child.
    Information required for portfolio Child 1
    Background information:
    name
    age
    how often the child attends the service
    cultural and lifestyle influences
    dietary or other restrictions or preferences
    health issues
    specialist or other intervention
    Learning
    Strengths
    Interests
    Relationships
    Play preferences
    Behaviour
    Developmental monitoring
    Additional information from specialists and/or other professionals (if applicable)
    Additional information from the child
    Additional information from other educators
    Additional information from the family
    Enough information over time and in a variety of spaces to ensure each assessment will be valid, significant, representative, relevant and inclusive
    Each of the EYLF Outcomes must be represented in the information you have gathered, recorded and analysed. ? Outcome 1
    ? Outcome 2
    ? Outcome 3
    ? Outcome 4
    ? Outcome 5
    Develop a summative assessment based on the child’s progress toward the relevant Outcomes of the EYLF. Address your summative assessment to specific Outcomes as appropriate.
    Present your child portfolio, including the summative assessment, to your supervisor or the educator responsible for the three children. Ask them to add their comments to the summative assessment you prepared for the child’s portfolio.
    Use the three summative assessments to plan appropriate learning environments, activities and experiences for the child. The experiences you plan must meet the following six criteria.
    Experience criteria (for each child) Minimum number of experiences required
    Experiences that include specific EYLF Outcomes from each of the five main EYLF Outcomes Five
    An intentional teaching opportunity Three
    An experience that responds to child’s strengths Three
    An experience that responds to the child’s interests Three
    An experience that responds to the child’s relations Three
    An experience that supports learning through play Three
    For each experience, include:
    • the name of the experience
    • who the experience is provided for
    • how many children will be involved
    • the specific EYLF Outcome the experience relates to
    • a goal and/or objective
    • a description of the experience
    • the materials and resources you will use
    • how you will set up the learning environment
    • how you will use modelling during the experience to support learning
    • how you might provide additional support to a child.
    Present your completed confidential child portfolio to your supervisor or the educator responsible for the child. Ask for their feedback and alter the child portfolio as required to meet service policies and procedures and to demonstrate inclusive practice.
    Show the completed confidential child portfolio to the parents of the child. Demonstrate how the portfolio has developed and note their comments.
    Part C
    Reflect on your practice and suggest improvements.
  2. Think about how you performed as you worked through Part A and Part B, and where and how you can make improvements to your work practices.
    Complete a table similar to the following. Make sure you address all the areas in the table.
    Area Self-assessment Improvements
    Observed and collected information
    Collaborated and shared information with parents and others
    Used the information to plan appropriate activities
    Set up a safe and responsive learning environment
    Used spontaneous play as learning experiences
    Maintained confidentiality and privacy
    Identified and applied relevant sections of the NQF
    Ask an educational leader, your supervisor or another educator to give you feedback on your performance; in particular, how you can improve your skills, knowledge and professional practice. Provide a record of their response.
    Access the NQS and locate Quality Area 6, Collaborative partnerships with families and communities. Provide examples of how you meet the Standard and Elements when you share information with families.

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What did you watch/tour/experience? Include the title of event and type of cultural enrichment

  • What did you watch/tour/experience? Include the title of event and type of cultural enrichment (such as play/symphony/museum/dance).
  • Where did you find it? (specific website location, physical location, etc.)
  • What are your impressions about the experience? If we were speaking face-to-face, what would you tell me about your experience? Did you like it or not? Would you recommend it to others?  Why or why not? What were your major takeaways from the experience?
  • The reflection should be no less than 3 paragraphs.

Please write your reflection as if you are writing a formal paper for class.

Beethoven’s Symphony No. 5 In C Minor Opus 67 Reflection Paper

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  • What did you watch/tour/experience? Include the title of event and type of cultural enrichment
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    https://livefromorchestrahall.vhx.tv/2019-20-season/season:2/videos/beethoven-symphony-no-5-hd-1080p
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    Relationship between poverty and children’s social and emotional development

    For the second part of the journal assignment, you will review the following case study, which examines the relationship between poverty and children’s social and emotional development.

    Case Study – https://kapextmediassl-a.akamaihd.net/gradEd/ED533/ED533_1303D/U4_CaseStudy/ED533_U4_CaseStudy/index.html

    Then you will address the following questions in one-page, using at least one resource in addition to your textbook to support your reflection.

    Poverty is an issue that more and more of our nation’s children are facing. The price that children of poverty must pay is unbelievably high. Each year, increasing numbers of children are entering schools with needs resulting from circumstances, such as poverty, that schools are not prepared to meet. In reflecting on the video, think about why poverty might influence the social, emotional, and behavioral outcomes of Latrice Wright’s children. As a result, how does poverty influence your teaching? What are three details that stood out to you and why? How would you plan to address these details?

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    Safeguarding against cyber crimes, Ways to combat challenges in the digital world

    Assignment: Please read the guidelines given below before you start the assignment. Students are strictly prohibited to indulge in plagiarism which will lead to cancellation of the assignment.
    Each student will receive 25 hours of social credit, if the following are adhered to – • No plagiarism
    • Submission of the assignment within the deadline
    Guidelines for assignment

    1. Format for the assignment:
      a. Covering page
      • Topic
      • Name, Roll Number, Department
      • Date of submission
      b. Content
      c. Introduction
      d. Sub-topics covered under the main topic
      e. Analysis
      f. Key learnings
      g. Recommendations
      h. References (must have proper citations, all reference materials must be mentioned, including websites etc.
      i. Conclusion
      j. Acknowledgements
    2. The assignment will be checked for plagiarism, and the student will stand disqualified if found to indulge in plagiarism.
    3. PDF documents of max 100 MB are to be submitted. The total assignment should not exceed 15 pages (including cover pages).
      The files should be named in this manner: NAME_ROLL NO. _
      SEMESTER_DEPT.
    4. Please use: Font – Times New Roman, Font size -12, single line spacing.
    5. Kindly do not use any copyright pictures.
    6. You are free to include graphs and representational pictures/figures in the assignment with proper acknowledgements.
      TOPICS (Choose any one topic)
    7. YOUTH – THE GAME CHANGERS
      a. In the area of climate justice, human rights, sustainable development goals, secularism and so on.
    • The above is indicative only, you may cover other relevant points
    1. USING THE DIGITAL PLATFORM FOR
      PROGRESS & DEVELOPMENT
      a. Safeguarding against cyber crimes
      b. Ways to combat challenges in the digital world
      c. Examples of how youth are using the digital platform to spread love & PEACE
      d. Examples of youth mitigating the spread of fake news * The above is indicative only, you may cover other relevant points
    2. ROLE OF YOUTH IN SAFEGUARDING THE
      ENVIRONMENT – OUR COMMON HOME
      a. Afforestation
      b. Water conservation
      c. Air pollution
      d. Rise of zoonotic diseases
    • The above is indicative only, you may cover other relevant points
    1. ROLE OF SOCIAL MEDIA IN INTERPERSONAL
      RELATIONSHIPS AMONG THE YOUTH
      a. Family relations
      b. Friendships
      c. Acquaintances
      d. Romantic relations
      e. Privacy
    • The above is indicative only, you may cover other relevant points
    1. VIOLENCE AS A SIGN OF MASCULINITY
      a. Sexism
      b. Conditioning on masculinity since childhood
      c. Role of traditional masculine values
      d. Archaic gender roles
    • The above is indicative only, you may cover other relevant points

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    Bright (2018) states that social support can be provided via mobile phone text messages to improve medication adherence in individuals diagnosed with severe mental illness

    Select 5 primary research articles published in peer reviewed journals. These should be the articles that  you have obtained from your literature search. Write a simple sentence  for each article to demonstrate your knowledge of formatting in-text citations using APA  guidelines. Then provide an APA-formatted reference list for the 5 articles.

    See Sample in Moodle.

    See Syllabus Supplement for Grading Rubric.

    **No late submissions or resubmissions will be allowed. Do your best work the first time.** 

    RESOURCES

     LoBiondo-Wood, G., & Haber, J. (2022). Nursing research: Methods and  critical appraisal for evidence-based practice. Elsevier. 

    Bright (2018) states that social support can be provided via mobile phone text messages to improve medication adherence in individuals diagnosed with severe mental illness.

    The most important themes of the study included providing information, providing reassurance, demonstrating proficiency, and being present (Weyant et al., 2017).

    References

    Bright, C.E. (2018). Integrative review of mobile phone contacts and medication adherence in severe mental illness. Journal of the American Psychiatric Nurses Association, 24(3), 209-222. https://doi.org/10.1177/1078390318754986

    Weyant, R.A., Clukey, L., Roberts, M., & Henderson, A. (2017). Show your stuff and watch your tone: Nurses’ caring behaviors. American Journal of Critical Care, 26(2), 111-117. https://doi.org/10.4037/ajcc2017462

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    Impact of Covid19 on the UK’s economy and the economic policies undertaken by the UK government

    Covid19 has affected many economies around the world and has interrupted the global trade. You are required to conduct research on the impact of Covid19 on the UK’s economy and the economic policies undertaken by the UK government as well as the Central Bank to in response to the threat of the pandemic on the UK’s economy.
    This task addresses LOs 2 and 3.
    LENGTH REQUIRED
    2000 word-count.
    Please note the following when completing your written assignment:

    1. Writing: Written in English in an appropriate business/academic style
    2. Focus: Focus only on the tasks set in the assignment.
    3. Document format: Essay
    4. Ensure a clear title, course, and name or ID number is on a cover sheet and a bibliography using Harvard referencing throughout is also provided.
    5. Research: Research should use reliable and relevant sources of information e.g. academic books and journals that have been peer reviewed. The research should be extensive.
      The use of a range of information sources is expected – academic books, peer reviewed journal articles, professional articles, press releases and newspaper articles, reliable statistics, company annual reports and other company information. All referencing should be in Harvard style

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    Coordinate implementation of customer service strategies


    Assessment
    © 2017 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969
    Warning – This material has been reproduced and communicated to you by or on behalf of AIPT, pursuant to Part VB of the Copyright Act 1968 (the Act).
    The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act.
    All rights are reserved and you must obtain the prior written permission of AIPT for the republication or redistribution of any content. Do not remove this notice.
    Project
    Carefully review the material presented in this unit and the activities you have previously completed. You should reflect on your learning, your own research, and your previous case studies within this unit.
    Complete the following project tasks, and submit all of the required documentation.
    With reference to the case study, complete the follow tasks.
    In the case study assessment, you identified strategies and opportunities to improve customer service and meet the needs of customers. You presented and promoted these ideas to the appropriate organisational individuals and groups. It is now appropriate to organise the implementation of those strategies.
    Task 1
    Before implementation, you will need to plan the implementation schedule and identify the who, what, when, and how. Select one customer service objective. Then, in a report—a table may be used—identify the following:
    • The customer service objective, e.g. What is the customer service goal?
    • The customer service strategy that is to be implemented, e.g. What steps are required to achieve the goal?
    • The activities/tasks involved in the implementation, e.g. a list of the activities/tasks that need to be undertaken
    • The staff required, e.g. all staff, specific departmental staff (marketing, sales, etc.), new casual employees, etc.
    • Budget, e.g. financial resources required (costs to cover telemarketing phone calls, printing, advertising, newsletters, etc.), total estimated costs
    • Other physical resources or supplies, e.g. display stands, promotional boards, customer database, etc.
    • A schedule of timeframes for the activities/tasks, e.g. Gantt chart
    • What resource and activity approvals need to be arranged and with whom, i.e. job role/position to be identified (names are not required). If you are the responsible person and no further approvals are required, then this should be indicated in your report.
    Task 2
    Before implementing your plan, you need gain the necessary approvals and consult with management and staff to gather their comments and commitment to achieving improved levels of customer service. After you have received approval and management commitment, arrange a meeting with your staff to discuss the customer service improvement plans and gain their agreement on the plan and overall customer service objectives. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
    • Discussion by staff to demonstrate commitment to achieving the customer service goals, e.g. support implementation activities
    • Discussion and agreement by individuals or small groups on activities/tasks, timeframes, and physical and budget resources required
    • Discussion and confirmation as to what, when, and how resources will be provided to individuals/groups to enable them to complete the activities/tasks
    Task 3
    As a manager, you need to provide templates of letters for staff to use as examples of the standards and requirements of business letters when responding to customers’ difficulties and complaints. Following the organisation’s procedures and using templates when resolving customer difficulties and complaints both encourages prompt action and ensures a standard approach in quality customer service. Customer complaints may be received from the customer either as a letter, email, or phone call or orally. The letter templates should display the content, structure, layout, and format of two types of customer service letters: formal and informal.
    Procedures to resolve customer difficulties may include:
    • External agencies, e.g. Ombudsman
    • Item replacement
    • Referrals to supervisor
    • Refund of monies
    • Review of products or services
    • Using conflict management techniques
    Customer complaints may include:
    • Administrative errors, such as incorrect invoices or prices
    • Customer satisfaction with service quality
    • Damaged goods or goods not delivered
    • Delivery errors
    • Products not delivered on time
    • Service errors
    • Specific e-business problems and issues:
    ? Difficulty accessing services
    ? Inactive links
    ? Not appreciating differing hardware and software
    ? Services not available
    ? Supply errors such as incorrect product delivered
    ? Time taken to access services
    ? Unfriendly website design
    ? Website faults
    • Warehouse or store room errors, such as incorrect product delivered
    Develop examples of two template customer service letters, that being informal and formal, acknowledging the complaint and advising the customer of the actions that will be taken in order to satisfy their needs as well as that the organisation will look forward to satisfying their needs in the future. You should ensure that the templates are readable, appropriate, and mechanically sound.
    Task 4
    Business strategies and standards are continually monitored and evaluated with the aim of identifying areas for improvement. Continual improvement in customer service requires the customer service systems and processes to be regularly and systematically monitored and evaluated.
    In case study assessment Task 1, you developed a questionnaire to gather feedback on customer service needs and areas for improvement. Now, you need to re-evaluate the customer service being provided by the business since the changes in customer service were implemented.
    Using the reports from Tasks 1 and 2 of this assessment, identify five to eight key performance indicators (KPIs) that you could use in monitoring and evaluating the current level of client satisfaction with customer service. The KPIs need to relate to the business aims, objectives, and/or strategies.
    Develop a client satisfaction survey checklist using the following headings:
    • KPI statement (list the KPIs under this heading)
    • Satisfied (checkbox or tick)
    • Not satisfied (checkbox or tick)
    • Comments/further improvements
    Task 5
    Step 1
    Using the checklist from Task 4, conduct a survey with your customers to review client satisfaction on the level of customer service currently being delivered.
    The survey may be conducted using the Internet, email, or telephone, or it may be face to face. You will need to gather a minimum of ten customer responses.
    Customers may include:
    • Corporate customers
    • Individual members of the organisation
    • Individual members of the public
    • Internal or external
    • Other agencies
    Step 2
    Analyse the feedback from the survey, and create a client satisfaction feedback report explaining your findings, e.g. were the KPIs met? Has the level of client satisfaction with customer service improved? If not, why? Are further improvements needed?
    In your report, you will need to do the following:
    • Refer to evidence gathered from the survey.
    • Make a comment on the areas in customer service that have been improved and also where further improvements could be made.
    • Provide advice and make a recommendation on the future direction of client service strategies for the business. Future directions should relate to the overall aims and objectives of the business.

    Task 6
    The client satisfaction feedback information needs to be passed on to the manager and staff. Arrange a meeting with the manager, staff, and any other interested parties to discuss your findings from the client satisfaction survey. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
    • Discussion by the manager and staff to demonstrate acknowledgement of client satisfaction successes and commitment to take steps to make improvements where required to maintain customer service standards
    • Discussion and agreement by individuals or small groups on activities/tasks to be undertaken to improve customer service standards
    Individuals and groups may include:
    • Colleagues
    • Committee
    • Customers
    • External organisation
    • Line management
    • Supervisor
    Task 7
    To be successful in quality customer service, records need to be maintained. This is to make past and future comparisons and identify areas that may cause future issues and problems. In a report, explain the role and purpose of maintaining systems, records, and reporting procedures in ensuring continuous improvement in levels of customer service

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