Subject Code : BSBMGT516C
Assessment Task:
BSBMGT516C - Customer Service Management Assessment Answer

Task 1: Underpinning knowledge

1. Compare and contrast two (2) models of continuous improvement. Discuss their application in your industry and indicate which model you would select for the sector you work in and why

2. Explain what is meant by the terms ‘knowledge management’ and ‘knowledge management systems’. Give two (2) examples of how knowledge can be managed in a practice environment to ensure it is accessible to those who need it but also be able to be updated in an appropriate way and at appropriate intervals.

3. Explain the term ‘quality system’ (or ‘quality management system’), and explain what a quality system within a practice should include.

4. List and explain three (3) standards that may be used to define one or more aspects of quality within a practice environment. For each standard, provide two (2) examples of what the practice might need to do to achieve compliance with those standards.

5. What are the principles of sustainability for a practice? Make sure your answer includes discussion of various issues that may impact on the practice, such as social, economic and environmental factors or management of changes due to government or legislation.

6. Provide a brief explanation (several paragraphs) of the budgeting requirements for practice, and list the key types of data required to manage budgets and review the business performance.

7. When managing any aspect of a business in Australia, it is important that you understand what is meant by common law and how this differs from statute law.

8. Negligence as a legal concept generally remains within the domain of common law.

9. Explain the relationship between establishing the patient’s needs, maintaining records and duty of care.

10. It is important for any business entity to understand the legal system in which they operate. Find (by using an online search engine or your own research) a diagram (or diagrams) of the following legal systems:

• the State or Territory court system where you live, eg NSW, South Australia etc.

• the Australian Federal Court system.

Provide the diagrams along with details of the sources of your diagrams

11. Establish which body receives notifications/complaints about the profession in which you work, and provide an overview of how complaints are handled and investigated by this body.

12. Like any other organisation, practices rely on a general understanding of the financial services sector, as this sector provides access to finance, insurance and investment advice, amongst other services. Identify three (3) trends or developments in the financial service sectors and explain how these may impact on the future business operations and services offered by practices in the future. You may select from the list below or choose your own:

• Digitalisation (finances and online)

• The globalisation of the insurance market

• Investment trends

• Ageing population

13. In the process of reviewing business performance, you have been asked to provide an outline of the following

14. Explain what is meant by underwriting in the context of insurance and finance that a practice may require. Why is it important for a practice manager to understand these guidelines?

 

Task 2: Reviewing current business performance

1. Provide an overview of the market position your practice holds relative to the services it provides and the geographic location of the practice. (If your practice is not specifically located in a geographic area please reference this in your response.) Include details of:

• What products and services does the practice provide?

• What products/services are offered by other practices in the same market but not offered by yours?

• Does your practice offer products/services not offered by other practices in your market?

2. Develop a series of six (6) performance indicators or parameters that relate to the range of services that your practice provides to patients. Provide relevant guidelines or your own practice standards that outline what the minimum acceptable performance level for each of the six parameters will be for your practice.

3. Analyse a series of twenty (20) patient records/transactions (ensuring all patient identifiers are removed) that have occurred over the last six (6) months and determine performance levels against the service level criteria from Question 2 above. Prepare a report for presentation to the practice principal outlining any variations in service level, reasons as to why it occurred and recommended actions to be taken.

4. Your practice principal has asked you to prepare a briefing document that details the guidelines that your practice’s professional association has set for collection and storage of patient data.

5. Analyse your current patient database. Identify and list specific patient groups and describe them using demographic and other relevant categories such as culture, ethnicity, socio-economic status, age, or special needs.

6. Using outside data sources (such as ABS etc), identify other potential patient groups for your practice.

Task 3: Improving services

1. To improve business performance, the practice principal believes your practice needs to add new services to more effectively meet patient needs. Using one (1) existing group from your practice and one (1) potential group:

• Identify their specific needs and communication preferences.

• Design patient feedback or survey form for each group that meets their communication needs and preferences

2. Research a new service or product that could be offered by the practice, and respond to the following points:

• Provide an outline of your research (several paragraphs) with details of what the service or product would offer and how it would improve patient services.

• Prepare a cost-benefit analysis for this proposal, considering each alternative

• Present this proposal in a format suitable for presentation to team members and other practice stakeholders.

• Outline how team members will be able to provide feedback on this proposal.

 

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  • Uploaded By : Mitchell Lee
  • Posted on : November 26th, 2018

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