...Manage Quality Customer Service National Unit of Competency BSBCUS501B Learner Guide BSB107 Version 4 Learner Guide BSBCUS501B Manage Quality Customer Service 1. Learner Guide 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service Table of Contents 1. 2. 3. Learner Guide ...................................................... 3 1.1 Conditions of use .......................................................................3 Introduction to the Learner Guide ........................ 5 2.1 Icon Legends .............................................................................6 Unit of Competency Information........................... 7 3.1 Unit Descriptor ..........................................................................7 3.2 Elements of Competency and Performance Criteria........................7 4. 5. Unit content .......................................................... 9 How to approach study in this Unit ..................... 56 5.1 Useful references and texts ........................................................56 5.2 Assessment..............................................................................57 22 November 2011 Learner Guide BSBCUS501B Manage Quality Customer Service 2. Introduction to the Learner Guide Welcome to the Learner Guide for Manage Quality Customer Service. This Learner Guide has been designed to assist the development of the underpinning knowledge and...
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...consultation and start-up support and training to nonprofit agencies. I have written two books-- one on intercultural awareness titled You, Me and Them in addition to a book of poetry titled Crisis in Meaning, and with a colleague, directed/produced a documentary on mental illness titled Beyond the Shadow of Mental Illness and a documentary on my Veterans Legacy Project group. If you anticipate being absent from class, please make arrangements to contact me to submit assignments. CLASS SCHEDULE: March 5, 12, 19, 26 April 2, 9, 16, 23 Tuesdays 6:00 – 10:00 Catalog Description MGMT 631 (4 Units): Study of Organizational Behavior, Organizational Theory and basic Human Resources management. Topics include managing individual performance, team and intergroup dynamics, leadership, human resource management, organizational design, decision making and management of change. Course OVERVIEW This course is an...
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...approach to managing change. Identify five types of change. Exhibit a change readiness mind-set. Describe the six change management competencies. Create a performance improvement plan. Change in business, as in life, is inevitable, and the amount, pace, and complexity of change are accelerating at an ever-increasing rate. Thus, whether it is called reengineering, culture change, global execution, or mergers and acquisitions, there is more organizational change to contend with than ever before. Change also impacts our personal lives. We change jobs; our children leave home; and sometimes we move across the country. Thus, the period in which we are living is one in which change is the norm. What does this mean for you? Today, the responsibility for managing change is part of your job description. In fact, everyone in a leadership role must take on the challenge of helping his or her organization change in a way that ensures its future viability and competitiveness. More than anything else, managers who successfully play the role of change agent realize they can no longer approach change in the oldfashioned way, assuming that someone else will take responsibility for managing change. Kevin is an example of how today’s managers need to think about their change leadership role. He is a supervisor in a small manufacturing plant. His comments illustrate why leaders at all levels need to be good change managers: “As change unfolds, you find there is less time to react...
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...Manager 10 THE TRENDS SHAPING HUMAN RESOURCE MANAGEMENT 10 Globalization and Competition Trends 11 Indebtedness ("Leverage") and Deregulation 12 Technological Trends 12 Trends in the Nature of Work 13 Workforce and Demographic Trends 14 Economic Challenges and Trends 15 IMPORTANT TRENDS IN HUMAN RESOURCE MANAGEMENT 16 The New Human Resource Managers 16 Strategic Human Resource Management 18 High-Performance Work Systems 19 Evidence-Based Human Resource Management 19 19 • EVIDENCE-BASED HR: Why Should You Be Evidence-Based? Managing Ethics 20 HR Certification 20 THE PLAN OF THIS BOOK 21 The Basic Themes and Features 21 CHAPTER CONTENTS OVERVIEW 22 Part 1: Introduction 22 Part 2: Recruitment and Placement 22 Part 3: Training and Development 22 Part 4: Compensation 23 Part 5: Employee Relations 23 The Topics Are Interrelated 23 4 VII viii CONTENTS CHAPTER SECTION SUMMARIES 24 DISCUSSION QUESTIONS 24 INDIVIDUAL AND GROUP ACTIVITIES 25 EXPERIENTIAL EXERCISE: HELPING "THE DONALD" 25...
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...Everyone with type 1 diabetes must take insulin every day. A patience must inject the insulin under the skin. Insulin types differ in how fast they start to work and how long they last. The health care provider will choose the best type of insulin for you and will tell you at what time of day to use it. More than one type of insulin may be mixed together in an injection to get the best blood glucose control. You may need insulin shots from one to four times a day. People with diabetes need to know how to adjust the amount of insulin they are takingWhen they exercise, when they are sick, when they are traveling DIET AND EXERCISE People with type 1 diabetes should eat at about the same times each day and try to eat the same kinds of foods, diabetes diet and snacking when you have diabetes. This helps to prevent blood sugar from becoming too high or low. Regular exercise helps control the amount of sugar in the blood. It also helps burn extra calories and fat to reach a healthy weight. Ask your health care provider before starting any exercise program. People with type 1 diabetes must take special steps before, during, and after intense physical activity or exercise. See also: Diabetes and exercise MANAGING YOUR BLOOD SUGAR...
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...as a leading health risk of the 21st century and as a serious hazard in the workplace. Disabling stress has doubled over the past six years in the United States, with 1 million people absent from work every day due to stress-related problems. Companies annually spend an average of $7,500 per employee due to stress, and 75 percent to 80 percent of workplace accidents are stress-related ("Managing Employee Stress," 2002, para. 1-2). PMR is cost effective. It can be performed by employees with no cost to the organization, time wise or financially. This technique does not require special equipment, and can be performed using a chair or the floor. PMR can be achieved during the workday during a scheduled break or lunch period. It does not require employees to travel from the work site. Our office has several conference rooms and training areas that are comfortable and free of distractions that will facilitate the focus and concentration needed for this technique. The employee can adjust the lighting and temperature to create an atmosphere of calmness. Employees may also perform the exercises at their desk or in their offices. PMR involves systematically contracting and relaxing the different muscle groups in your body. The most standard pattern is to begin with the feet and work your way up your body,...
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...R. HOLLENBECK Michigan State University University of Wisconsin-Madison ) Cornell University McGraw-Hill Irwin ENT; Preface vi 1 Human Resource Management: Gaining a Competitive Advantage 2 Enter the World of Business: Starbucks: HR Practices Help Focus on the Brew, Weather the Recession, and Prepare for Growth 3 Introduction 4 What Responsibilities and Roles Do HR Departments Perform? 5 Strategic Role of the HRM Function 7 Demonstrating the Strategic Value of HR: HR Analytics and Evidence-Based HR 10 The HRM Profession: Positions, Education, and Competencies 11 Competitive Challenges Influencing Human Resource Management 14 Key Terms 61 Discussion Questions 61 Self-Assessment Exercise 62 Exercising Strategy 62 Managing People Skill Shortages Make It Difficult to Fill Positions and Customer Orders 63 Twitter Focus 64 Notes 64 Parti The Human Resource Environment 69 2 Strategic Human Resource Management 70 The Sustainability Challenge 14 Enter the World of Business: HP's New Strategy 71 Evidence-Based HR 24 Introduction 72 Competing through Sustainability Volunteerism and Going Green Are Reaping Dividends for Employees, Communities, and the Environment 30 What Is a Business Model? 72 GM's Attempt to Survive 73 What Is Strategic Management? 74 Components of the Strategic Management Process 75 Linkage between HRM and the Strategic Management Process 75 The Global Challenge 44 Competing through Globalization ...
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...PERFORMANCE AND PRODUCTIVITY: TEAM PERFORMANCE CRITERIA AND THREATS TO PRODUCTIVITY OVERVIEW This chapter is best discussed following a team exercise or case so that students have an opportunity to reflect on the success of the team. One suggestion is to ask each student to write down a method by which to assess team productivity. The students’ different responses can lead to a discussion of performance measures. Then, the instructor can ask what conditions need to be in place for teams to excel on the performance measures identified by the class. Finally, the instructor can move toward a discussion of how to design teamwork so that threats to performance are minimized. To the extent that students and the instructor can link these concepts to real experiences—a class exercise, a case discussion, or individual student analysis— the concepts will become clearer. lecture outline with Accompanying slides integrated model of successful team performance (EXHIBIT 2-1) 1 Model serves two purposes 1 Description—what to expect in terms of team performance 2 Prescription—ways to improve the functioning of teams 2 Model asserts that team context affects team’s ability to do three essential things 1 Perform effectively 2 Build and sustain motivation 3 Coordinate people [pic] [pic] team context 1 It includes the larger organizational setting within which a team does its work, the design of a team in terms of internal functioning...
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...diagnosed with type 2 diabetes. As part of this exercise, the author was to maintain a record of exercise, food, and a regular blood sugar monitoring regime on daily basis. This reflection seeks to highlight the impact, experience and changes that occurred in the author's 'lived lifestyle of a patient with type II diabetes' and will include reference to current literature, research, theories and best practice. The author would explain the changes that occurred in her life and how experiencing type two diabetes has helped her to understand the challenges patients undergo in relation to their daily routine of monitoring their blood sugar levels. The author will explain how her 'lived experience' would help her understand and provide the necessary support for people with diabetes in the future. BACKGROUND INFORMATION I am a female non-smoker of African descent. I am married with two children aged 13 and 21. My thirteen-year old daughter currently lives with me in New Zealand. I am of an average height of about 163cm and weigh 80kg which signifies an unhealthy BMI of 30.1 (Health Information for New Zealanders, (n.d.) BMI Calculator section) I am currently out of job and often depressed as a result of my inactivity. I have a normal blood pressure of 136/78 and my pulse rate is usually 62-64bpm at rest. During the period of this exercise, my husband was away in the United Kingdom and I was alone with my daughter who felt that the exercise was quite exhausting and rigorous, as I had...
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...warning signs or symptoms associated with high blood pressure. Unfortunately, it is a life time disease once it occurs. Hypertension has multiple risk factors associated with it; middle age men have a higher risk than women, a family history of hypertension, being overweight, not being physically active, tobacco and alcohol use increases ones risk, as well as high levels of stress (Matteucci, Caple, & Pravikoff, 2011). Larry Garcia, a 45 year old Hispanic male, was recently diagnosed with hypertension during a physical exam for work. His risk factors include; being slightly overweight, does not exercise regularly, and his mother has hypertension that is not medically controlled. Larry is married and has four children. He supports his elderly mother and father financially, and his wife provides transportation to appointments and shopping for them. Larry has a high pressure position as a sales representative, which has been his career for 10 years. Larry has an associate’s degree in business, and has thought of returning to school for his bachelors, but his family obligations keep him from pursuing this. Larry states that his preferred method of learning is to read the material himself, but if he finds the information invaluable, he will not read it. When he was diagnosed with hypertension, he was not educated about the importance of managing it, information regarding diet and exercise, and stress reduction strategies. As Larry is 45, he is considered middle age. Medical issues...
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...Running head: ORGANIZATIONAL TRENDS DISCUSSION Organizational Trends Discussion Team B University of Phoenix Organizational Behavior and Group Dynamics MGT/307 Jack Land October 13, 2011 Organizational Trends Discussion High performance organizations are known as successful businesses. In order for them to be successful, they need to have a strong management to gain that success. The work environment can be a very stressful place to work in, but it can also be very rewarding if managed properly. This paper discusses the characteristics of a high performance organization and stress management techniques. High performance workplaces and organizations are entities that have developed and maintained certain successful processes that allow them to foster employees' commitment/dedication, service their customers effectively, and remain competitive. Examples of those processes are: the organization's culture (When an organization's culture is well defined, employees are more likely to understand it and want to be part of it), the high level of commitment of the employees (with organizational commitment, employees express dedication to the company because they feel a sense of belonging and a sense of duty towards that company), client centeredness (customers are the main reason companies are able to exist. Therefore, when client centeredness takes center stage, the result is complete customer satisfaction, cultural diversity (embrace cultural diversity...
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...program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Through consultation with industry, the following assessment methods have been deemed appropriate for this unit. Role-play assessments are considered essential to demonstrate competence in “people skills” such as handling customer complaints and managing team performance. Producing a Customer Service Plan, which becomes a working document during role-play exercises, is thought to be the most appropriate way for learners to understand the role of policies and procedures within organisations. In addition, a written report is incorporated in the Facilitator’s KPI...
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...teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Methods of assessment Role-play Written report Examination/Test Through consultation with industry, the following assessment methods have been deemed appropriate for this unit. Role-play assessments are considered essential to demonstrate competence in “people skills” such as handling customer complaints and managing team performance. Producing a Customer Service Plan, which becomes a working document during role-play exercises, is thought to be the most appropriate way for learners to understand the role of policies...
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...N14C31 Managing Projects 01.10.2012 Lecture 1: Introduction to Project Management & WBS Dr Christos Braziotis Christos.Braziotis@nottingham.ac.uk Module Convenor Dr Christos Braziotis Lecturer in Supply Chain and Operations Management Nottingham University Business School, Room B37, South Building Tel: 115 9514026 Email: Christos.Braziotis@nottingham.ac.uk N14C31 – Managing Projects © Christos Braziotis, 2012-2013 – Nottingham University Business School Slide 2 Agenda • Introduction to the Module: – Aims – Resources – Assessment • Introduction to Project Management: – Aspects to consider in Project Management – Work Breakdown Structure N14C31 – Managing Projects © Christos Braziotis, 2012-2013 – Nottingham University Business School Slide 3 Introduction to Project Management N14C31 – Managing Projects © Christos Braziotis, 2012-2013 – Nottingham University Business School Slide 4 • The word “Project” is frequently used N14C31 – Managing Projects © Christos Braziotis, 2012-2013 – Nottingham University Business School Slide 5 • The word “Project” is frequently used N14C31 – Managing Projects © Christos Braziotis, 2012-2013 – Nottingham University Business School Slide 6 What is a Project? – Definitions • A temporary endeavor undertaken to create a unique product or service (US Project Management Institute) • Unique process, consisting of a set of coordinated and controlled activities with start and...
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...Course Outline School: Department: Course Title: Course Code: Course Hours/Credits: Prerequisites: Co-requisites: Eligible for Prior Learning, Assessment and Recognition: Originated by: Creation Date: Revised by: Revision Date: Current Semester: Approved by: Business Graduate Studies Accounting for Managerial Decision Making ACCT 701 56 N/A N/A Yes Basil Chan, John Harris Summer 2013 Geoffrey Prince Summer 2014 Winter 2015 Chairperson/Dean Students are expected to review and understand all areas of the course outline. Retain this course outline for future transfer credit applications. A fee may be charged for additional copies. This course outline is available in alternative formats upon request. ACCT 701 CENTENNIAL COLLEGE Accounting for Managerial Decision Making Course Description This course will introduce the student to the principles of management accounting. Topics include costvolume-profit relationships, relevant costing, performance measurement, and the application of management accounting concepts and techniques to support business decision making. Program Outcomes Successful completion of this and other courses in the program culminates in the achievement of the Vocational Learning Outcomes (program outcomes) set by the Ministry of Training, Colleges and Universities in the Program Standard. The VLOs express the learning a student must reliably demonstrate before graduation. To ensure a meaningful learning experience and to better understand...
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