Great Deal! Get Instant $25 FREE in Account on First Order + 10% Cashback on Every Order Order Now

Task 1 Strategies to monitor your organisation’s quality progress could include techniques such as: • Databases and other controls to record and compare data over time • Electronic feedback mechanisms...

1 answer below »

Task 1
Strategies to monitor your organisation’s quality progress could include techniques such as:
• Databases and other controls to record and compare data over time
• Electronic feedback mechanisms using intranet, internet and email
• Feedback forms and other devices to enable communication from customers
• Long-term or short-term plans for monitoring achievement and evaluating effectiveness
• Policies and procedures
• Questionnaires, surveys and interviews
• Training and development

1. Choose a strategy from your chosen organisation and outline how one of the techniques above could be used to monitor progress in providing quality customer service to the agreed standard. (150 words)

2. Discuss how you would obtain and effectively use resources to support the chosen strategy in providing quality customer service (200 words)

Task 2
1. How does the organisation use feedback to solve complex problems and improve its provision of products and services? (200 words)

2. Outline an approach you might use to overcome problems in the delivery of quality customer service. With whom would you consult in developing this approach? Show how this/these person/people would help you overcome problems in delivering quality customer service. (300 words)

3. How does the organisation manage records, reports and recommendations within its systems and processes? (150 words)

Answered Same DayNov 20, 2019BSBCUS501Training.Gov.Au

Solution

David answered on Dec 27 2019
112 Votes
BUSINESS COMMUNICATIONS: TOYOTA
Table of contents
Introduction    3
Task 1: Strategies and resource utilisation for monitoring the progress of customer service quality.    3
a. Strategies for monitoring customer quality service    3
. Discussing effective use of resources for providing quality services    4
Task 2: Understanding the essence of feedback used for enhancing the service quality of Toyota    4
a. Usage of feedback for solving complex problems    4
. Outlining the approach to overcoming the customer delivery services    5
c. Management of records by Toyota along with recommended actions    6
Conclusion    6
References    8
Introduction
In the era, of global competition attaining competitive advantage requires implementation of modern response collection tools for ensuring long-term success for the organisation. Toyota, the leading automobile company focuses on customer satisfaction and prioritises it for achieving the desired objectives. It fosters on establishing a long-lasting relationship with the customers for enhancing the productivity and morale of the employees. Feedback tools that are used for collecting the responses of the customers help the company in providing better service quality.
Task 1: Strategies and resource utilisation for monitoring the progress of customer service quality.
a. Strategies for monitoring customer quality service
According to Dale (2015, p. 14), total quality management focuses on improving the products, process and services of the customers for meeting the expectations of the customers. Toyota opts for implementation of electronic mechanisms for collecting the feedback of the customers. As per the market report, Toyota is placed at the top position in the list of 5 volume
ands of cars seen in UK (jdpower.com, 2016). The automobile dealership department measuring the level of customer satisfaction shows that Toyota is ranked as the highest volume
ands with score of 776 (jdpower.com, 2016). As the UK customer survey report, Toyota has made improvement by 17 points since 2015 (toyotauk.com, 2016).
As per the service, quality and vehicle pick up the Toyota's service quality ranges from 23-26%. Implementation of internet medium for collecting the responses of the customers can help Toyota in monitoring the progress of the organisation in collecting the feedback from the customers. Implementation of internet control messaging protocol (ICMP) to locate the desired outcomes that are demanded by the customer's (instituteofcustomerservice.com, 2016). Therefore, by the usage of ICMP can help Toyota in improving their service quality by serving the customers as per their preferences. Therefore, internet medium for feedback can be used by Toyota for reaching higher customer bases, which further helps in monitoring the quality of services more effectively.
Toyota, by the use of the internet, email and intranet can reach a higher level of customer satisfaction index. Usage of this online tool for response can be used for reaching the level of 82.6 points, which has helped in
inging front-line customer service operations
. Discussing effective use of resources for providing quality services
Toyota by the medium of online social media tool can obtain information from the...
SOLUTION.PDF

Answer To This Question Is Available To Download

Related Questions & Answers

More Questions »

Submit New Assignment

Copy and Paste Your Assignment Here