Premium Essay

Innovative

In: Business and Management

Submitted By chrisjones362
Words 1167
Pages 5
Develop customer service plan
Submission details Candidate’s Name | | Student ID | | Assessor’s Name | | Assessment Site | | Assessment Date/s | |
The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan.
Assessment description
You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook.
Procedure
1. Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials. 2. Over the duration of the course, based on the information you are provided, produce a customer service plan for Innovative Widgets. Your customer service plan should include: a. vision and mission statements that refer to internal and external customers b. product standards that include: i. dimensions ii. tolerances iii. pricing iv. material v. delivery c. policies and procedures for: vi. gathering customer information and conducting market research to identify customer needs using the RATER model vii. responding to customer complaints viii. managing records and data. 3. Develop a one page reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance. 4.

Similar Documents

Premium Essay

Innovative Strategies

...that you can experience the future.” Products that enrich the lives of customers and the well-being of the economy as a whole is what seems to be the vocal point in Apple’s promotion of its products. It is easy to love products that are at the forefront of style and innovation. The Hero’s Quest and Creation Stories were two themes that were apparent when listening to six different stories described to me. “ Apple dropped out of college and pursued his career by making products out of his friend's garage.” While this quote was derived from one story, the others were right inline with what was stated. This theme of overcoming hardships and the courageous act of putting one’s future at risk for a new innovative idea is the very definition of the Hero’s Quest theme. Words like “innovative” and “original” were constantly used when describing how Apple went about creating its products. References towards the “taking a bite of the forbidden fruit” as a creative boost for Apple was in two of the six stories mentioned above. Two other stories described how Apple initially was unsuccessful in appealing to potential investors. However, with persistence and new creative approaches towards marketing Apple's necessity towards consumers, the brand redeemed itself quickly. More than one theme was derived from these two stories: The Hero’s Quest, Myths about a Fall and then Redemption, and Creation Stories. The theme of Transformation came from the final two stories that I will discuss. There was...

Words: 562 - Pages: 3

Premium Essay

Innovative Strategy

...Learning Team Activity - Innovation Strategy Cynthia Anderson, Irene Lee, Cyanne Lujan, Gina Silva SRT/581 October 19, 2015 Tom Greco Learning Team Activity - Innovation Strategy Apple Inc. has been well known for their innovations globally for several years with products and well known innovative business models. Apple not only is well known for their innovations but also in pioneering into new business spaces and creating new market niches where there were none. Apple created new market niches such as the IPOd, IPhone, IPAD, and ITunes. This paper will discuss Apple’s innovative strategies such as platforms, pipelines, and the relentless use of competitiveness amongst its employees. Apple has always had high state of innovation as seen by its unique way to innovate new products. Steve Wozniak, cofounder of Apple, stated it best by saying it is actually about making sure all aspects of the product work well together, while ensuring that anyone can understand how to use a given devise (Eadicicco, 2015). This is the philosophy of Apple to ensure consumers the products are easy to use, works well, does not confuse or lose the consumer. One of the most important concepts utilized by Apple is the hedgehog concept. This strategic concept is also known as the “sweet spot” where passion and strengths intersect with economic opportunity. Love is the strongest motivating force (Strategy-Keys.com, 2014). As mentioned in Strategy-Keys.com (2014), when...

Words: 383 - Pages: 2

Premium Essay

Innovative Organizations

...Innovative Companies Apple is undoubtedly one of the most innovative companies of our time and has managed to set the bar very high for their competitors. It is not surprising to see this company secure their position in first place as the most innovative company of 2011 after being the third most innovative company the year before. The mission statement declares, “Apple designs Macs, the best personal computers in the world, along with OS X, iLife, iWork and professional software. Apple leads the digital music revolution with its iPods and iTunes online store. Apple has reinvented the mobile phone with its revolutionary iPhone and App Store, and is defining the future of mobile media and computing devices with iPad” (Apple, 1977). Apple has had multiple innovation streams throughout the years that have sustained a leading competitive edge in the market. Apple has managed to release multiple lines of products showcasing their ability to lead the market in technological innovation. Even though there has not been any major change in their line of handheld products, Apple constantly introduces incremental changes to their market that have lowered the cost of many of the newer products, all while improving their function and performance. Fast company’s reason for Apple landing in the first place is “for dominating the business landscape, in 101 ways” (Fast Company, 2012). I was not aware of how involved Apple is in the business world until I went through the list of the aforementioned...

Words: 953 - Pages: 4

Premium Essay

Innovative Wiget

...Scenario: Innovative Widgets Innovative Widgets has been operating successfully for over 50 years and became the largest manufacturer of widgets in Australia. The company is owned by the sons and daughters of the company’s founder, who all sit on the board of directors. Until recently the managing director was the grandson of the founder. The grandson was appointed managing director fifteen years ago. Little changed at Innovative Widgets during his leadership. The company had an enviable position as market leader and, with little competition, their market dominance was safe. About five years ago it was noticed that sales were beginning to slump. The owners soon discovered that the grandson was ill-equipped to face this challenge and they called in a firm of management consultants to help out. Initially, the consultants undertook a pre-audit by talking to staff, looking at work processes and departmental records. They then produced an initial report identifying some areas for concern. They suggested that Innovative Widgets: ● were not aware of their external customer’s needs ● were not aware of internal customer needs ● did not have adequate policies and procedures for managing its customer service. The managing director needed help. He admitted that he had been complacent about his customers, saying that he had always adopted the ‘If it’s not broken, why fix it?’ approach to customer relations. He also asked what an ‘internal customer’ was – was it the staff...

Words: 257 - Pages: 2

Premium Essay

Innovative Widgets

...Innovative Widgets Customer Service Policy and Procedure Our vision is to become Australia leading widget manufacturer and supplier to the mining, industrial and domestic sectors through building excellent supply and communications lines with both internal and external customers A Family-owned and run Company, Operating from its founding location. Innovative Widgets is committed to strong traditions of providing great quality products and better service to keep our customers, and yours, happy and trouble free Purpose: this policy is to create and improve the standard to which our customer services and relations are maintained, to reduce the time in answering calls and dealing with customer enquiries, and improve procedure, ordering and overall sales targets or Comprehensive Performance Goals (CPG’s) Scope: The scope of this policy covers the delivery and management of Customer Services and CPG’s by employees and contractors of Innovative Widgets, and specifically the Customer services department, to both internal and external customers. Resources: Specific procedures for the implementation of this policy are available below, and on the company intranet. Responsibility: Responsibility for the implementation of this policy rests with employees and management of Innovative Widgets primarily residing with those employees in contact with other internal departments or who is the point of contact for external parties. . Relevant Legislation · Privacy Act 1998 (Cwlth) ...

Words: 499 - Pages: 2

Premium Essay

Innovative Leaders

...innovation. It actually prohibits innovation by setting one certain goal and aiming for it. Innovation is about people within a group/industry coming together and bouncing ideas off of each other in order to create even better ideas. If there is already a vision in place, there is no incentive for people within the group to come up with new ideas. They will simply be focused on that one vision. There are instances when direction-setting leadership is necessary. For example, this may be necessary at a company that knows what it's position is in the industry and wants to remain that way. If this is the case, there is already a vision that people within the company should be aiming for. However, if companies want to evolve and continue to be innovative, this leadership style will not work. 3.Having a sense of community is crucial for innovation to...

Words: 808 - Pages: 4

Premium Essay

Innovative Widget

...INNOVATIVE WIDGETS CUSTOMER SERVICE PLANS A vision and mission that refers to internal and external customers: Vision Innovative Widgets wanted to be known worldwide as the highest quality widget producer and in five years time, Innovative Widgets will be considered a market leader in customer service. Internally it will keep employees focused, providing various motivational programs and training with extra beneficiary services. Externally, they will be publishing the business activity as the statement tells your clients what they can expect from the company. Just knowing that provides them a sense of stability and security. Mission
 Innovative Widgets aims to provide our customer's with the best quality products and competitive prices. We aim to provide our staff with advanced training to ensure that you get the best possible service from our company. We have very organized IT departments to do its best to help costumers achieve customer satisfaction. Externally our company aims to create closer linkages and better communication with customers giving them most reliable widget technology with unparalleled customer service. Product standards 
 For the best revolutionary company we can provide the best products. Consumers are guarantees for products, if you buy a product (such as widgets): 
 • Dimensions: The dimensions of our Innovative Widgets will vary from each other; it will all depend on the customer preference. But what we assure is that the widgets will...

Words: 756 - Pages: 4

Premium Essay

Innovative Technology

...Innovative Technology Worksheet John Uribe MGT/411 April 27, 2015 Fernando Bernal Abstract Introducing a new technology requires the participation of each team member, as well as non-staff participants, in this case, online high school students. Technology can improve many areas of an organization, opening the door for better communication, an inductive environment, and more interaction amongst people. For an online high school, it only seems logical to employ an application where students can still have a similar experience as if they were actually there in person. What better way to promote a social environment than a social networking application exclusively for our students where they can go to communicate and collaborate amongst each other if need be. The following suggest an application similar to pre-existing social networks with added features relevant to our online community, considering the cost and implementation. Technology Evaluation of Social Networking Platforms Introduction In evaluating whether or not the online high school that has the advanced technologies for enabling greater student collaboration, support for student outcomes, and enabling greater levels of communication across our student and instructor populations, the following analysis has been completed. The need for social networking solution that can align thoroughly and quickly with the culture of a given organization is key to its adoption and ability to deliver value on a consistent...

Words: 1058 - Pages: 5

Premium Essay

Innovative Justice

...aims at the realization of the human rights movements in regard of eliminating the criminal perspectives and assurance of the human rights movement for the major obligation of the victims and survivors. The policies that undermine transitional justice and the context exalted on the government on democratic subjects are defined in the law context. It plays its role in political transformation through the change of one state to another, for instance, the change from oppressive leadership to self-governing leadership. Q3The formulation of the key concepts that are entails with transitional justice results to its innovation. The human rights goals formulation and the elimination of the criminal issues has resulted to a declaration of the innovative activity performed by transitional justice. Democratic reforms are acquired through the process of justice invention through investigation of criminology cases through the justice transition. human rights have been strengthened through the accountability of the criminal cases (Dinah, 2005) and in accordance with the accountability of the local tribunal, termination of impunity and a definition of a mutual relationship through the creation of the democratic movements. For instance in South Africa a truth justice was defined after the reconciliation commission addressed the human rights crimes. Reference Dinah, S., (2005) Encyclopedia of Genocide and Crimes against Humanity: Vol 3, Retrieved on August 23,...

Words: 293 - Pages: 2

Premium Essay

Innovative Capabilites

...Innovative Capabilities Jillian Newes OI/370 8/10/2015 Anthony Barnes Innovative Capabilities Ameriprise Financial works one on one with millions of clients to help them put more dreams within reach. The company has withstood recessions, depressions, downturns and panics and has only grown stronger in over 115 years in service. They are the leaders in innovation and adapting to change and it shows in their ability to stay at the top of their competitors. There are still areas for innovation and Ameriprise is a company that adapts and changes on a daily basis whether it is through updating software, advising clients on stock market changes, or adapting to always changing federal laws in the financial world. Current Innovative Capabilities Ameriprise Financial strives to be a supreme provider of retail financial services. The key is in the relationship advisors have with clients. It is centered on complete financial planning and advice. These relationships are developed and strengthened over many years. Ameriprise works with many generations of families because they appreciate the value and peace of mind Ameriprise offers over a lifetime. Their growth strategy is simple but also very powerful. This strategy is to serve more clients who are collecting capital and transitioning to retirement, deepen relationships with existing clients through complete advice and solutions, and further develop the advisor’s value proposition to continue to build...

Words: 1074 - Pages: 5

Free Essay

Creative and Innovative

...Evaluate current innovative and creative management processes in an organization Currently google has been the trend setter in terms of verity of online products that range from simple email services to complex cloud computing and high video streaming technology via “YouTube”. To be successful google not only needs to stay ahead of the market but also protect its brand through high barriers to entry. Google was previously much engaged on the development of BCG which was interlinked with their creativity, this later resulted in google being good at maintaining a creative level but not innovative enough. They were more focused in categorizing their products and their respective remedies rather than developing newer techniques to capture bigger market share. Development: In terms of profitability google has far exceeded its expectations with ~11 billion in gross earnings and had been world’s most valuable brand for 5 consecutive years till 2012. The critical success factor in this self-appraisal and evaluation was the development of their own management model. Inside view: The model included the following steps: 1 Dynamic Capabilities- These are the company’s ability to adapt and reassess its internal and external environment to and implement the changes required accordingly. 2. Continuously changing environment: the ability, willingness & the focus required to change in a proactive manner with least amount of resistance. 3 a people centric approach:...

Words: 485 - Pages: 2

Premium Essay

Innovative Leadership

...Final Paper – BRL Hardy: Globalization of Australian Wine Company Western International University LDR 645 – Innovative leadership global May 24th, 2011 1. Executive Summary BRL Hardy is a global wine company that has engaged in a strategy that geared to create multidimensional capabilities for the company but faced with decision dilemma resulted from management tensions. The author of this paper believes the source of management tension is lack of coordination between management teams and absence of precise lines of authority and responsibility. According to author of this paper, Hybrid style of management is the best solution for management tensions in the company for it gives the best of both worlds for since allows management to centralize some important functionalities and activities of the company while enjoying flexibility of decentralization of authority and responsibility. 2. Industry background The history of the Australian Wine Industry originates back to 1788 when Captain Arthur Philip a leader of European settlers introduced it into Australia (Bartlett, Ghoshal & Beamish, 2008, p.666). According to the case study, Australian is originally a beer drinking country, and in 1969 the industry experienced a slow down whereby annual per capita wine consumption was at 8.2 liters as compared to 100 liters per person per annum in France and Italy. The Australian Wine Industry also underwent through transformation and the following changes...

Words: 3476 - Pages: 14

Free Essay

Innovative Widgets

...Working safely with trees recommended practices for the amenity tree industry WORKING SAFELY WITH TREES Foreword The amenity tree industry presents a challenging and changeable work environment associated with a high rate of injuries and several fatalities – the majority involving unexpected falling trees and branches. Tree-related fatalities were examined in depth as part of the Work Related Fatalities Program – a joint venture involving the Victorian WorkCover Authority, the State Coroner’s Office and VIOSH Australia (University of Ballarat). The Tree Felling Safety Group (TFSG) was formed as a result of this work to promote health and safety in forestry, arboriculture and urban tree industries. The TFSG includes representatives from industry, local government, unions and WorkSafe Victoria – the operational name for the health and safety arm of the Victorian WorkCover Authority. The Group is keen to see potential solutions implemented to help to prevent death and serious injury involving tree workers. The development of this guidance material was a TFSG initiative. The result is a practical and user-friendly guide produced by industry representatives that aims to improve workers’ awareness and understanding of common hazards, risks and safety requirements, while assisting employers to meet their legal obligations. I urge everyone working in the amenity tree industry to use this booklet as a constant reference point, particularly supervisors and team...

Words: 12705 - Pages: 51

Premium Essay

Five Innovative Companies

...products and the sleek design are what helps to make them innovative. Their computers also seem to perform better with less virus issues. They have built an incredible brand with a loyal customer base. They also offer a wide range of technologies including computer, tablets, phones, and TV, music and retail stores. Name of Company: 3M Website: www.3m.com I picked 3M as it supplies many areas of personal and business environments with a vast array of products from health and dental care, office use and abrasives, etc. Innovation is mentioned on the main page, under the about us tab, it states “Innovation is a way of life, ideas constantly in motions.” (About Us. Retrieved from www.3M.com) It is also mentioned under the who we are tab. I feel 3M is innovative as they continue to have a large success rate in the products they produce and they are continually searching for the next product. The ideas seem to be in constant production for household, medical and manufacturing environments. Name of Company: Amazon Website: www.Amazon.com I selected Amazon as it is truly the first retail store to be successful online. A person is able to find just about any product desired on Amazon. They offer personalized shopping, competitive pricing, a large selection of products and the website is easy to use. Innovation is mentioned in the overview section, specifically technological innovation. I feel Amazon is innovative as...

Words: 678 - Pages: 3

Free Essay

Discussion - Innovative Product

...have selected is innovative within its industry? How was the product introduced to the market, and which approach was used—entrepreneurship or intrapreneurship? Give a brief description of some advantages, disadvantages, or challenges resulting from using the particular approach? In this discussion I will attempt to define the term innovation, pick an existing product and why I feel the product was innovative within its industry, how the product was introduced to the market and whether it was the entrepreneurship approach or intrapreneurship approach, what the advantage and disadvantages were resulting from using this particular approach and what challenges were faced in bringing the innovation into the market. According to dictionary.com, innovation is the introduction of something new or different or the introduction of new things or methods. But innovation can have a different meaning to different people. For people in the business world innovation can mean turning ideas into money, creating a value for users, opportunities that can create jobs, or an improvement of something that already exists. We have to remember that without innovation companies can die. There are many innovative products that have been introduced throughout the years. Digital cameras, MP3 players, the Internet, Kindle, Nintendo Wii and sliced bread are among many innovative products that have been introduced. The product that I have chosen that I believe was an accidental innovative product in a Godsend...

Words: 710 - Pages: 3