Manage Quality Customer Service Business Papers Worksheets.docx

(Mt) – Manage Quality Customer Service Business Papers & Worksheets
Assessment Task 2 BSBHRM506 Manage recruitment selection and induction processes
Recruit and select staff Submission details Candidate’s Name Phone No. Assessor’s Name
Phone No. Assessment Site Assessment Date/s Time/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 You will demonstrate your ability to
recruit and select staff. Assessment description You will plan to recruit and select staff at
your organisation, an organisation with which you are familiar or an organisation approved
by your assessor. You will then recruit and induct staff in accordance with the
organisation’s internal and external requirements, including existing policy and procedures
for recruitment and relevant legislation. © 2015 Innovation and Business Industry Skills
Council Ltd | Australian Tertiary Institute 1st edition version: 1 .0 | Revison date 1 April
2018 | Next review 2 April 2019 Page 1 of 6 Assessment Task 2 BSBHRM506 Manage
recruitment selection and induction processes Procedure Part A: Plan staffing 1. Survey key
stakeholders (relevant positions in the organisation) and identify the HR needs of the
business for the next 12 months. Collect evidence of consultation including meeting agendas
and emails. 2. Develop or review the organisation’s human resources (HR) capability or
staffing plan to address the HR needs of the organisation and have the plan approved by the
relevant senior manager or as per organisational processes. Note: HR staffing plan must
include: identification of needs or gaps, identification of key stakeholders and specialists,
current status of human resources, recruitment and selection processes, and
recommendations for improvements. 3. Develop job descriptions, including position
descriptors and specifications (see attached template, for use if required). 4. Identify at least
one specialist who may be able to assist in the recruitment and selection process. 5. Agree a
time and place to meet with your assessor. Prepare to discuss: • The staffing plan and
internal and external requirements, such as adherence to relevant legislation • Your
planned use of specialists who may assist you. • How you will ensure correct use by
managers of position descriptions • Your role in the recruitment and selection process 6.
Review the HR staffing plan policies procedures and processes with your assessor before
proceeding to Part B. Part B: Conduct recruitment and selection process 1. Develop an
action plan for recruitment and selection in accordance with the HR staffing plan, including
training, advertising, 2. Assess the need for and provide training or other forms of support,
such as coaching, for persons required to participate in recruitment. Collect evidence of

conducting or providing training or support, including delivery/coaching plans or
schedules. 3. Conduct advertising in accordance with planning. Collect evidence such as
screen captures of online advertising. 4. Conduct recruitment and selection in accordance
with planning and internal and external requirements: • Conduct or oversee interviews ©
2015 Innovation and Business Industry Skills Council Ltd | Australian Tertiary Institute 1st
edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April 2019 Page 2 of 6
Assessment Task 2 BSBHRM506 Manage recruitment selection and induction processes •
Advise candidates of outcomes • Execute job offers and contracts of employment. Ensure
new appointments are advised of salary terms and conditions. Note: ensure you collect
evidence for submission including copies of letters or contracts as appropriate. Ensure you
adhere to privacy legislation by protecting the privacy of participants. 5. Submit
documentation in accordance with the specifications below and within agreed timeline for
completion of the assessment task. © 2015 Innovation and Business Industry Skills Council
Ltd | Australian Tertiary Institute 1st edition version: 1 .0 | Revison date 1 April 2018 | Next
review 2 April 2019 Page 3 of 6 Assessment Task 2 BSBHRM506 Manage recruitment
selection and induction processes Specifications You must provide: ● An HR staffing plan ●
Relevant recruitment and selection policies and procedures. ● Job descriptions ● Evidence
of consultation ● An action plan for carrying out the recruitment and induction process ●
Evidence of training ● Evidence of advertising ● Evidence of conducting recruitment and
selection Your assessor will be looking for evidence of: • Writing skills to develop plans
using appropriate conventions • Numeracy skills to calculate salary and benefits • Planning
skills to develop logical processes • Work skills to operate effectively within a constraints
set by business strategy and objectives, policy, and the external legislative requirements
Adjustment for distance-based learners: • No adjustments required © 2015 Innovation and
Business Industry Skills Council Ltd | Australian Tertiary Institute 1st edition version: 1 .0 |
Revison date 1 April 2018 | Next review 2 April 2019 Page 4 of 6 Assessment Task 2
BSBHRM506 Manage recruitment selection and induction processes Position description
template Position title: Position reports to: Qualifications – essential Key objectives 1. 2. 3.
4. 5. Key position functions 1. 2. 3. 4. 5. Key selection criteria © 2015 Innovation and
BSBHRM506 Manage recruitment selection and induction processes OHS requirement
Terms and conditions of employment © 2015 Innovation and Business Industry Skills
recruitment selection and induction processes Manage staff induction Submission details
Candidate’s Name Phone No. Assessor’s Name Phone No. Assessment Site Assessment
Date/s Time/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 You must demonstrate your ability to manage an induction process.
Assessment description You are to research, develop and write a set of guidelines for an
induction program at your organisation, an organisation with which you are familiar or an

organisation approved by your assessor. You will then deliver an induction program or part
of one, provide feedback to inductees and gather performance feedback on the induction
program. Procedure 1. Conduct research on induction procedures and program content
within your workplace and industry. 2. Draft policy statement, objectives, program outline,
procedures and documents for each stage of induction process that suit the organisation
and comply with relevant legislation. • Consult relevant workplace personnel for feedback
on guidelines. © 2015 Innovation and Business Industry Skills Council Ltd | Australian
Tertiary Institute 1st edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April
2019 Page 1 of 4 Assessment Task 3 BSBHRM506 Manage recruitment selection and
induction processes • Refine and edit guidelines. • Ensure all sources are referenced
correctly. • Write final copy of guidelines following format stated in Appendix 1. 3. Induct
staff using your guidelines or following relevant organisational policies and procedures.
Ensure you: • Provide access to training and ongoing support for all persons engaged in
staff induction. • Check induction processes are followed across the organisation • Oversee
management of probationary employees and provide them with feedback until their
employment is confirmed or terminated • Monitor • Obtain feedback from participants and
relevant managers on extent induction process is meeting its objectives Note: Collect
evidence of the above such as training plans, performance reports, scorecards, emails. 4.
Make adjustments to guidelines in response to feedback. 5. Submit documentation as per
specifications below. Specifications You will need to submit: • Induction guidelines drafts:
original and later drafts refined after feedback on performance • Evidence of providing
training or other development support for inductees • Evidence of providing feedback, such
as emails or organisational reports • Evidence of gathering feedback for the purpose of
monitoring the performance of the induction program, such as organisational reporting
Your assessor will be looking for evidence of: • Writing skills to prepare guidelines that are
complete, clearly written in plain English with all sources correctly referenced using in-text
referencing or footnotes and a bibliography. They must be presented in the form of a bound
document and adhere closely to the format. • Planning skills to develop logical processes •
Work skills to operate effectively within constraints set by business strategy and objectives,
policy, and the external legislative requirements © 2015 Innovation and Business Industry
Skills Council Ltd | Australian Tertiary Institute 1st edition version: 1 .0 | Revison date 1
April 2018 | Next review 2 April 2019 Page 2 of 4 Assessment Task 3 BSBHRM506 Manage
recruitment selection and induction processes Adjustment for distance-based learners: ●
No adjustment of tasks is required. © 2015 Innovation and Business Industry Skills Council
selection and induction processes Appendix 1: Format for guidelines ● Title page ●
Contents ● Introduction: ○ brief organisation profile ○ induction policy statement and
objectives. ● Induction program: ○ program outline with session titles, facilitators, location,
times, methods of delivery ○ induction toolkit contents checklist ○ induction process
checklist ○ evaluation form. ● Induction training and support: ○ objectives based on
organisational policy ○ training tasks ○ list of staff and methods for training staff ○
checklists for facilitating training ○ training evaluation form. ● Overseeing of probationary

employees: ○ objectives based on organisational policy ○ probation procedure ○ checklist
for procedure ○ probation process evaluation form. ● Appendix: ○ templates ○ sample
documentation ○ bibliography. © 2015 Innovation and Business Industry Skills Council Ltd
| Australian Tertiary Institute 1st edition version: 1 .0 | Revison date 1 April 2018 | Next
selection and induction processes Develop recruitment and selection processes Submission
details Candidate’s Name Phone No. Assessor’s Name Phone No. Assessment Site
Assessment Date/s Time/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 You will demonstrate your ability to develop recruitment
and selection policies and procedures in accordance with organisational plans. Assessment
description You will analyse a case study and develop a set of recruitment and selection
policies and procedures. You will present your policies and procedures to senior
management for approval and consultation, conduct trialling of processes, train new
managers on processes and answer a set of questions. © 2015 Innovation and Business
Industry Skills Council Ltd | Australian Tertiary Institute 1st edition version: 1 .0 | Revison
date 1 April 2018 | Next review 2 April 2019 Page 1 of 13 Assessment Task 1 BSBHRM506
Manage recruitment selection and induction processes Procedure 1. Review the following
case study information: Case study Healthcare United is a healthcare provider and currently
employs 1,500 Healthcare professionals with two sites in Victoria and NSW. They recently
developed a new strategic plan that involves opening another office in Hobart. Part of their
HR plan is to employ 500 workers in three stages. 2. Read the 2016 Healthcare United
Recruitment and Selection Policy. 3. Analyse the 2000 Healthcare United Recruitment and
Selection policy and procedures comparing key areas for each procedure against the
current 2016 Healthcare United Recruitment and Selection Policy and relevant legislation.
4. Identify key areas for each procedure that need revising because they are: • contrary to
2016 policy • outdated compared to current research and practice • do not comply with
current legislation. 5. Research recruitment and selection processes best practice. 6.
Develop a recruitment and selection policy and set of procedures, including checklists, that
complies with organisational, legal and policy requirements. Develop procedures for: •
vacant position analysis • position descriptions • advertisements and promotion •
shortlisting • interview preparation • interviewing applicants • reference checks • job offer
Ensure you consider and include provisions for: • external reference checks • offers of
employment (including advice about salary, terms and conditions, probation). © 2015
Innovation and Business Industry Skills Council Ltd | Australian Tertiary Institute 1st
Assessment Task 1 BSBHRM506 Manage recruitment selection and induction processes 7.
Develop a draft communications plan for the organisation using suitable media and
including managers and other staff who need to be informed of new policy and procedures.
8. Arrange a time and place to meet with your assessor (in the role of a senior manager) to:
• Present policies and procedures • Obtain support ( use active listening and impress the
manager with your use of HR/ business terminology) • Consult on suitability of the policy

and procedures for the business • Discuss ways of using technology to improve efficiency
and effectiveness of recruitment and selection processes. • Consult on process for
calculating salaries and benefits • Discuss communications • Arrange for trialing of
processes • Arrange for training of others 9. In a role-play arranged by your assessor,
facilitate and evaluate some training on at least two of the procedures developed using a
Training evaluation form. 10. Answer the following questions and record your answers on a
document for submission to your assessor: • describe recruitment and selection methods,
including assessment centres • explain the concept of outsourcing • describe the purpose of
employee contracts and industrial relations • summarise relevant legislation, regulations,
standards and codes of practice that may affect recruitment, selection and induction •
explain why terms and conditions of employment are an important aspect of recruitment •
explain the relevance of psychometric and skills testing programs to recruitment. 11.
Submit documentation as outlined in the specifications below and within agreed timelines.
© 2015 Innovation and Business Industry Skills Council Ltd | Australian Tertiary Institute
1st edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April 2019 Page 3 of 13
Specifications You must: • • Participate in two role-plays: o Consult with your manager
(assessor) o Train new procedures Submit: o A recruitment and selection policy and set of
procedures o A communications plan o A training evaluation form o A document with
answers to the 6 questions in the procedure Your assessor will be looking for: • Writing
skills to develop policies and procedures using appropriate conventions • Oral
communication skills to consult effectively with others in a simulated business
environment. Use questioning and active listening. Use appropriate business terminology •
Numeracy skills to calculate salary and benefits • Planning skills to develop logical
processes • Work skills to operate effectively within a constraints set by business strategy
and objectives, policy, and the external legislative requirements Adjustment for distance-
based learners ● No adjustment of tasks is required. Meeting/trialing/training may be
conducted and observed via teleconferencing software © 2015 Innovation and Business
Manage recruitment selection and induction processes Healthcare United 2016 Recruitment
and Selection Policy Healthcare United aims to be the number one provider of Healthcare
professionals in Australia. Healthcare United is an organisation that currently employs 1500
Healthcare professionals with two sites, in Victoria and NSW and seeks to expand its
operations and open another office in Hobart. As an organisation our vision is to provide: ●
the best qualified and trained human resources available for clients ● up-to-date
technology in all services for both clients and staff ● innovative best practices and
procedures from both inside and outside the organisation ● best facilities and procedures
in a competitive environment. To address the future needs of the organisation, Healthcare
United aims to recruit a further 500 of the best possible healthcare professionals available,
in three stages, over the next five years. Key tenets of our recruitment and selection policy
are: ● managers will assume major responsibility for the recruitment and selection of staff,
the training of required personnel and supporting documentation ● HR department will

support managers in this role ● timeframe for recruitment and selection will be two to
three weeks maximum ● position analysis will be conducted on all vacant or new positions
● all vacant and new positions will be advertised internally and externally for ten working
days unless special exemptions apply and be advertised online and in leading national
newspapers ● special exemptions to internal recruitment must be approved by the general
manager ● all interviews must be conducted by a trained selection panel ● selection of
staff is subject to reference checks conducted by the manager ● Healthcare United is an
equal opportunity employer. © 2015 Innovation and Business Industry Skills Council Ltd |
Australian Tertiary Institute 1st edition version: 1 .0 | Revison date 1 April 2018 | Next
selection and induction processes Healthcare United 2000 Recruitment and Selection policy
and procedures Policy statement: Healthcare United is an organisation that seeks to employ
the best possible healthcare professionals. It is an equal opportunity employer. Purpose:
The purpose of the recruitment and selection process is to ensure that Healthcare United
has the best possible human resources available to effectively provide its service. The
Healthcare United recruitment and selection process has been developed in line with
organisational strategies, relevant legislation and best practice recruitment. Recruitment
and selection process The recruitment and selection process involves the following
procedures: 1. Vacant position analysis 2. Position description 3. Advertisement 4. Short-list
applicants 5. Interview preparation 6. Interview applicants 7. Reference check 8. Job offer 9.
Feedback to unsuccessful applicants. 1. Vacant position analysis When a position becomes
vacant it is important to analyse the position to determine whether it is still required.
Manager Estimated timeframe: Two to three days. When a position becomes vacant the
following procedure must be completed. © 2015 Innovation and Business Industry Skills
recruitment selection and induction processes Procedure 1. Manager notifies HR about
vacant position and requests ‘permission for position form’. 2. Manager completes their
section of ‘permission to recruit form’ stating reasons why position needs to be filled and
submits it to HR department. 3. Position needs analysis conducted by HR department who
them completes rest of ‘permission to recruit form’. Note: HR may need to question
manager about position. 4. Completed ‘permission to recruit form’ to be approved by senior
management. 5. Once permission is obtained then HR department explore implications,
options, legislative and award requirements. 2. Position description A position description
is an important prerequisite to successful recruitment and selection. Estimated
development and validation timeframe: three to five days. Procedure 1. Position
descriptions are developed by HR department using a position description template and
include: a. position title b. key objective c. qualifications required d. WHS component e.
terms. Note: HR may consult with manager about position description if necessary. 2. Senior
management to sign off on position description. 3. Advertisement Healthcare United’s
advertising policy: unless there is special authorisation from senior management, all
positions must first be advertised internally for a minimum of ten working days in the HU
newsletter before being advertised externally for a period of ten working days. The

newsletter is distributed via the intranet every Friday morning and hard copies are also
placed on noticeboards in offices and lunchrooms. Timeframe: 20–25 working days. © 2015
Procedure 1. HR department creates advertisement for HU newsletter on intranet. 2. HR
sends advertisement to publications department to post on the intranet. 3. HR creates
advertisement for authorised external print media. 4. After advertisement has been posted
internally for ten working days, HR organises for external print media. 4. Short-list
applicants Short-listing is a process of elimination. However, Healthcare United requires
that all internal applicants be interviewed. Timeframe: Five days minimum. Procedure 1.
Administration staff to collate all resumes and give to HR department. 2. HR to read over
position description and advertisements. 3. HR to read each external applicant’s résumé and
divide them into ‘yes’, ‘no’ and ‘maybe’ piles. 4. HR to then reread ‘yes’ and ‘maybe’ resumes
and complete short-list chart for external applicants. 5. HR reads all internal applications
and completes the short-list chart. 6. HR then collates all documentation from internal
applicants and shortlisted external applicants. 7. HR organises administration staff to send
all external applicants not short-listed a standard letter by post. 5. Interview preparation
Healthcare United uses the interviewing selection technique with interviews being
conducted at head office only. Where possible, Healthcare United requires a selection panel
of two HR personnel and a representative from the related department to interview
applicants. Timeframe: interview preparation one to two days. Procedure 1. HR requests
administration staff at head office to organise: a. comfortable and quiet location b. food and
beverages for interview panel © 2015 Innovation and Business Industry Skills Council Ltd |
selection and induction processes c. interview schedule. 2. HR to organise interview
documentation which includes: a. position description b. resumes for each shortlisted
candidate c. consent to check and release police record form d. standard interview
questions for HR members of interview panel e. interview assessment forms for
interviewers f. use checklist for documentation. 3. HR organises interview panel: two
members of HR department and one staff member from the job-related department with
one of the HR members being the chairperson. Note: It is preferable that the staff member
from the job-related department is experienced. 4. Chairperson (HR) chooses and advises
the staff member of their role as ‘expert’ and requests that they think of three job-related
interview questions. 6. Interview applicants Interviews are to be conducted only at head
office. Interviews are to be 30 minutes in duration with a five-minute break in between. No
more than 12 interviews should be conducted in a day. Timeframe: scheduled interviews
one to two days depending on number of applicants. Procedure 1. Chairperson greets
candidate and makes introductions. 2. Chairperson opens interview. 3. HR members of
panel ask applicant a series of standard interview questions. 4. Staff member from job-
related department asks three questions. 5. Chairperson asks applicant if they have any
questions. 6. Chairperson informs the candidate of the process. 7. Panel thank candidate for

attending. 8. Panel complete interview assessment. 9. Panel select applicant. 10. Gain
approval from senior management – subject to reference check. © 2015 Innovation and
BSBHRM506 Manage recruitment selection and induction processes 7. Reference check
Reference checks are an important part of the selection process. Healthcare United
reference checks must be conducted on both internal and external applicants by the HR
department. Timeframe: one to two days depending on number of applicants. Procedure 1.
Phone workplace of applicant and speak to manager/referee. 2. Introduce self, organisation
and purpose of call. 3. Ask standard questions about applicant’s knowledge and skills. 4. Ask
about applicant’s personality. 5. Ask manager for their opinion of applicant’s standard of
work. 6. Ask manager if there have been any problems with applicant. 7. Discuss references
with other HR person on interview panel. 8. Job offer Job offer needs to be made
immediately after Reference check. Timeframe: one to five days. Procedure 1. HR
department organise written contract to be drawn up with terms and conditions. 2.
Administration to post employee contract to applicant. 3. Upon receipt of signed contract
HR post new employee advice about induction program. 9. Feedback to unsuccessful
applicants Healthcare United requires all unsuccessful internal applicants to be provided
feedback in individual meetings with a member of the HR department. Timeframe: one to
two days depending on number of applicants. Procedure 1. HR department ask
administration to schedule 30-minute meeting with each unsuccessful internal applicant. 2.
HR department representative to conduct feedback meetings with unsuccessful internal
applicants. © 2015 Innovation and Business Industry Skills Council Ltd | Australian Tertiary
Institute 1st edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April 2019
Page 10 of 13 Assessment Task 1 BSBHRM506 Manage recruitment selection and induction
processes 3. HR department representative to phone unsuccessful external applicants and
offer feedback. 4. HR department to file hard copies of notes about unsuccessful applicants.
1st edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April 2019 Page 11 of
13 Assessment Task 1 BSBHRM506 Manage recruitment selection and induction processes
Training evaluation form Task description Competent Not Yet Competent 1 2 3 4 5 Method
of delivery (please circle): 1. presentation e.g. lecture 2. workshop e.g. classroom 3. one-to-
one instruction 4. online interactive 5. other (please specify). Rate the training:
unsatisfactory → satisfactory Was sufficient time allowed for session? 1 2 3 4 5 Were there
adequate resources? 1 2 3 4 5 Was method of delivery engaging? 1 2 3 4 5 Was instruction
clear? 1 2 3 4 5 © 2015 Innovation and Business Industry Skills Council Ltd | Australian
induction processes Was sufficient time allowed for discussion? 1 2 3 4 5 Were supporting
documents useful? 1 2 3 4 5 © 2015 Innovation and Business Industry Skills Council Ltd |
review 2 April 2019 Page 13 of 13 Assessment Task 1 BSBCUS501 Manage quality customer
service Develop a customer service plan Submission details Candidate’s name Phone no.

Assessor’s name Phone no. Assessment site Assessment date/s Time/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. Based
on the information you gather, produce a customer service plan for Innovative Widgets.
Develop the customer service plan using the template provided in Appendix 1. Your
customer service plan should include: a. vision and mission statements that refer to
Innovative Widgets’ provision of customer service b. a list of internal and external customer
types and their needs © 2015 Innovation and Business Industry Skills Council Ltd 1st
edition version: 1 Page 1 of 7 Assessment Task 1 BSBCUS501 Manage quality customer
service c. product standards that include: i. minimum safety requirements iv. pricing ii.
dimensions v. material iii. tolerances vi. delivery d. policies and procedures for: i. gathering
customer information and conducting market research to identify customer needs using the
RATER model ii. responding to customer complaints iii. managing records and data. 3.
Develop a short (no more than one page) reflection on your plan and how the design of your
plan will work to achieve quality customer service and legal compliance and how your plan
is consistent with best practice models and voluntary standards and codes of practice. In
your reflection, you also need to summarise public relations and product promotion
approaches that are appropriate for Innovative Widgets. 4. Submit the required documents
for assessment as per the specifications below. Be sure to keep a copy for your records.
Specifications You must provide: ● a customer service plan. ● a short (no more than one
page) reflection on your development and design of a customer service plan. Your assessor
will be looking for: ● reading skills to gather and interpret organisational (Innovative
Widgets) information ● writing skills to match your style of writing to the documents’
purpose and audience ● work skills to apply Innovative Widgets’ organisational needs to
document production ● technology skills to prepare and present documents ● knowledge
of legislation and regulation relevant to customer service ● knowledge of service standards
and best practice models. Adjustment for distance-based learners: ● no variation of the
task is required ● a follow-up interview may be required (at the discretion of the assessor)
● documentation can be submitted electronically or posted in the mail. © 2015 Innovation
and Business Industry Skills Council Ltd 1st edition version: 1 Page 2 of 7 Assessment Task
1 BSBCUS501 Manage quality customer service Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter Welcome to Innovative Widgets! Our vision
and mission: Create a vision and mission statement that includes reference to customer
services Who are our customers? Our internal customers are: Our internal customers
require: List Innovative Widgets’ internal customers List these customers’ needs Our

external customers are: Our external customers require: List Innovative Widgets’ external
customers List these customers’ needs We’ll give you what you need … and more! We
promise to deliver a widget that’s right for your needs: List relevant product quality
specifications We promise to support you: List relevant customer service guarantees, e.g.
related to time, cost and after-sales support © 2015 Innovation and Business Industry Skills
Council Ltd 1st edition version: 1 Page 3 of 7 Assessment Task 1 BSBCUS501 Manage
quality customer service We’ve support our people to support you! Innovative Widgets’
policies and procedures that support customer service include: List relevant policies and
procedures © 2015 Innovation and Business Industry Skills Council Ltd 1st edition version:
1 Page 4 of 7 Assessment Task 1 BSBCUS501 Manage quality customer service Innovative
Widgets Customer support policy and procedure – collecting market research Purpose
Briefly explain the purpose of this policy Scope Briefly explain which people or departments
of Innovative Widgets this policy applies to Resources Note whether there are procedures
associated with this policy Relevant legislation etc. List any legislation relevant to the
application of this policy Updated/ authorised Write the year this policy was approved, and
who approved it Customer support process/es Write any processes that support this policy.
Write processes in steps where possible, e.g. step 1: greet the customer; step 2: ask the
customer what you can help them with, etc. 1. 2. 3. 4. … © 2015 Innovation and Business
Industry Skills Council Ltd 1st edition version: 1 Page 5 of 7 Assessment Task 1 BSBCUS501
Manage quality customer service Innovative Widgets Customer complaints policy and
procedure Purpose Briefly explain the purpose of this policy Scope Briefly explain which
people or departments of Innovative Widgets this policy applies to Resources Note whether
there are procedures associated with this policy Relevant legislation etc. List any legislation
relevant to the application of this policy Updated/ authorised Write the year this policy was
approved, and who approved it Customer complaints resolution process/es Write any
processes that support this policy. Write processes in steps where possible, e.g. step 1: greet
the customer; step 2 ask the customer what you can help them with, etc. 1. 2. 3. 4. … © 2015
Innovation and Business Industry Skills Council Ltd 1st edition version: 1 Page 6 of 7
Assessment Task 1 BSBCUS501 Manage quality customer service Innovative Widgets
Recordkeeping policy and procedure Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies
to Resources Note whether there are procedures associated with this policy Relevant
legislation etc. List any legislation relevant to the application of this policy Updated/
authorised Write the year this policy was approved, and who approved it Recordkeeping
process/es Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them
with, etc. 1. 2. 3. 4. … © 2015 Innovation and Business Industry Skills Council Ltd 1st edition
version: 1 Page 7 of 7 Assessment Task 2 BSBCUS501 Manage quality customer service
Manage and develop the team Submission details Candidate’s name Phone no. Assessor’s
name Phone no. Assessment site Assessment date/s Time/s The Assessment Task is due on
the date specified by your assessor. Any variations to this arrangement must be approved in
specifications below for details. Performance objective The candidate will demonstrate the

ability to ensure delivery of quality service through handling customer complaints,
monitoring team performance, and intervening to develop team abilities to overcome
difficulties in providing quality customer service. Assessment description You will use
scenario information (provided) to address customer service issues through: ● monitoring
customer service team performance to identify causes of customer service shortfalls ●
addressing a complex customer complaint ● coaching an underperforming customer
service employee in a role-play. Procedure Part A 1. Review the information about
Innovative Widgets that you gathered in Assessment Task 1. 2. Read the scenario provided
in Appendix 1 of this task. © 2015 Innovation and Business Industry Skills Council Ltd 1st
service 3. Review the customer service call data in Appendix 2 and analyse data to identify
possible causes of customer service shortfalls. 4. Write a brief report (no more than 1 page)
to the board of Innovative Widgets to: a. summarise customer service team performance b.
identify possible causes of customer service shortfalls c. identify options to address the
problem/s. 5. Follow the customer complaints policy and procedures provided in Appendix
3 of this task to draft an email to Yore Mine Co. to clear up the misunderstanding and
address their concerns. Ensure that your support of the customer provided is consistent
with principles of customer service set out in the Innovative Widgets business plan and the
customer service plan you develop in Assessment Task 1. Part B 1. Prepare to participate in
a role-play with Mary (your assessor) to address her performance issues. You need to
prepare to: a. run structured coaching session b. ask questions to understand and clarify
Mary’s perspective c. describe the policy and procedures for handling customer complaints
d. outline techniques for dealing with different types of customers according to their
needs(e.g. dealing with small customers compared to dealing with significant customers
such as Yore Mine Co.) e. explain techniques for solving customer complaints f. document
the coaching session and its outcomes in accordance with the recordkeeping policy and
procedures developed in Assessment Task 1. 2. Arrange a time with the assessor to
complete the coaching role-play and complete the role-play. 3. Submit the required
documents for assessment as per the specifications below. Be sure to keep a copy for your
records. Specifications You must: ● submit a customer service report ● submit an email to
resolve a customer complaint ● participate in a coaching role-play observed by the
assessor ● submit coaching documentation, e.g. coaching plan, notes, etc. Your assessor will
be looking for you to demonstrate: © 2015 Innovation and Business Industry Skills Council
Ltd 1st edition version: 1 Page 2 of 9 Assessment Task 2 BSBCUS501 Manage quality
customer service ● reading skills to interpret Innovative Widgets information ● writing
skills to match your style of writing to the documents’ purpose and audience ●
communication skills to: ○ articulate organisational systems and policies ○ use listening and
questioning techniques to understand performance issues ● numeracy skills to interpret
customer service data ● work skills to: ○ apply Innovative Widgets organisational protocols
to complaint resolution and coaching ○ recognise and account for strengths and experience
of others to achieve outcomes ○ provide support to team member ○ address complex
difficulties using problem-solving techniques ● technology skills to prepare and present
documents ● knowledge of organisational (Innovative Widgets) policy and procedures for

handling customer complaints ● knowledge of techniques for dealing with customers with
specific needs ● knowledge of techniques for solving complaints. Adjustment for distance-
based learners: The role-plays can be adjusted for distance learning. The role-plays for this
task can be varied to take place using Skype conferencing (or any other video conferencing
tool available to the candidate). Candidates may also choose to video the role-play and
submit electronically. © 2015 Innovation and Business Industry Skills Council Ltd 1st
service Appendix 1: Innovative Widgets scenario You are a customer service manager. It is
currently December, and over the last few months, you have been receiving feedback from
customers that customer service is just ‘not what it used to be’. The board of Innovative
Widgets has been made aware of the decrease in customer service quality and wants to
know what you’re going to do to fix the problem. Mary is a member of your customer
service team at Innovative Widgets. Her role is to receive telephone enquiries and
complaints. You have observed the following: ● Mary has been rude to customers on
several occasions. This behaviour contravenes company policy on the knowledge of the
importance of friendly service to customers of Innovative Widgets. ● Mary has recently
developed a habit of letting the phone ring and then placing customers on hold. This
behaviour contravenes company policy on the knowledge of the importance of prompt
service to customers of Innovative Widgets. ● Yesterday Mary received a complaint from a
customer: ‘I work as a buyer for the state’s largest supplier of mining equipment, Yore Mine
Co. We provide a lot of business to Innovative Widgets. I ordered 1,000 x 7 mm widgets for
delivery last Friday. I was promised that the delivery would arrive within three days. It’s
now a week later and they still haven’t arrived. My production manager just telephoned me
to say he might fail to deliver a major order unless the widgets arrive in the next four days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they were
6 mm widgets rather than the 7 mm I had ordered on that occasion. I am considering going
to another supplier for your widgets even though Innovative Widgets are the only
Australian supplier. I could get them cheaper from China, but the saving isn’t great when
you add in the extra shipping costs. I’m going to begin legal action if the widgets don’t arrive
today. I might order the widgets from China from now on.’ ● Mary misunderstood and
thought that the customer had ordered the products yesterday and argued with him. She
accused the customer of being unreasonable as Innovative Widgets is an industry leader in
guaranteeing three day delivery. When the misunderstanding was eventually cleared up,
Mary wasn’t sure how to track orders or reorder the products. She said there was nothing
she could do as Innovative Widgets’ procedures didn’t seem to cover this issue. As the
customer service manager, you will need to write an email to Yore Mine Co. to clear up the
misunderstanding and address their concerns. © 2015 Innovation and Business Industry
Skills Council Ltd 1st edition version: 1 Page 4 of 9 Assessment Task 2 BSBCUS501 Manage
quality customer service You will also need to demonstrate your knowledge of how to
develop team members and coach Mary to improve the quality of her customer service. Use
the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this
task to assist you. The following is an excerpt from Innovative Widgets’ business plan.
Business plan excerpt Vision statement To keep every Australian business running

smoothly using safe, quality widgets. Mission statement ● Innovate new ways of
manufacturing and testing widgets ● Deliver consistently high-quality customer service
internally and externally ● Keep Australian businesses buying Australian widgets through
quality products and second-to-none customer service ● Have the best safety record of any
widget company. © 2015 Innovation and Business Industry Skills Council Ltd 1st edition
Appendix 2: Customer service data Call Frequency per month Jan Feb March April May June
July Aug Sep Oct Nov Dec Number of calls 1200 1150 1320 1300 1260 1320 1380 1350
1400 1480 1560 – Variation in number of calls from previous year –2% –2% +3.5% –1.5% –
0.5% +4% +4.5% +3.5% +7% +10% +12% Employee Jan Feb March April May June July Aug
Sep Oct Nov Dec Supervisor John John John John John John John John John (Annua l leave)
(Annua l leave) John Customer service officer Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia
Mia Customer service officer Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin (quit)
Customer service officer Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas
Jonas Taya (new) Taya Taya Customer service staff Customer service officer © 2015
Assessment Task 2 BSBCUS501 Manage quality customer service Customer service officer
© 2015 Innovation and Business Industry Skills Council Ltd Mary (new) Mary Mary 1st
service Appendix 3: Complaints policy and procedures Innovative Widgets Complaints
Policy and Procedure Purpose The purpose of this policy is to ensure the management of
complaints is carried out consistently, fairly and transparently and in accordance with
organisational requirements. Scope The scope of this policy covers the management of
customer complaints by employees and contractors of Innovative Widgets. 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 with responsibility for managing
customer complaints. Relevant legislation etc. ● Privacy Act 1988 (Cwlth) ● Equal
Opportunity Act 2010 (Vic) ● Competition and Consumer Act 2010 (Cwlth). Updated/
authorised 10/2011 – John Doe CFO To manage complaints – customer service
representatives 1. Greet the customer courteously and give them your name. 2. Listen fully
to what the customer is saying. Try to gather all the facts about the complaint and jot them
down. Ask questions and summarise what they are saying. 3. Never argue with the
customer. 4. Apologise for any product fault or poor service. Be sympathetic. Ask if the
customer will allow us to send the faulty item to our quality department for testing. 5. When
you have all the details about the complaint, ask the customer how they would like it to be
resolved. 6. No product replacements are within all staff members’ authority. 7. All staff
members can use their professional judgement and refund an additional 10% of the value of
the faulty product up to a maximum value of $25. © 2015 Innovation and Business Industry
quality customer service 8. Complaints involving damage to other property are covered by
our insurance. Help the customer to complete the Claims Form and ask if the customer can
obtain quotes for repairs. 9. All complaints involving injury must be referred to the

Customer Service Manager. Agree a suitable time for the Customer Service Manager to call
the customer. 10. Any complaint that is not covered in the above procedures must be
directed to the Customer Service Manager. Agree a time for the Customer Service Manager
to call the customer. To manage complex complaints – customer service manager 1. Once
you are alerted to a complex customer complaint, gather all the available details about the
customer, and the problem being addressed. 2. Before contacting the customer, decide on
what actions need to be taken to address the problem: a. At a system level, to prevent
similar problems occurring in the future b. For the specific customer who has made the
complaint 3. Once you have identified actions to be taken, contact the customer as soon as
possible. 4. In your customer contact: a. summarise the facts and the problem as you
understand it and make an apology for the mistakes Innovative Widgets is responsible for.
b. describe what Innovative Widgets is going to do at a systems level to prevent or minimise
these types of mistakes for all customers in the future. c. Describe what Innovative widgets
is going to do to solve the customer’s specific problem immediately d. Describe when you
will follow-up with the customer to see if their problem has been resolved e. Ask if there is
anything else the customer needs to resolve the situation or repair the relationship. © 2015
Recruit and select staff Submission details Candidate’s Name Phone No. Assessor’s Name
Phone No. Assessment Site Assessment Date/s Time/s The Assessment Task is due on the
date specified by your assessor. Any variations to this arrangement must be approved in
specifications below for details. Performance objective You will demonstrate your ability to
recruit and select staff. Assessment description You will plan to recruit and select staff at
your organisation, an organisation with which you are familiar or an organisation approved
by your assessor. You will then recruit and induct staff in accordance with the
organisation’s internal and external requirements, including existing policy and procedures
for recruitment and relevant legislation. © 2015 Innovation and Business Industry Skills
recruitment selection and induction processes Procedure Part A: Plan staffing 1. Survey key
stakeholders (relevant positions in the organisation) and identify the HR needs of the
business for the next 12 months. Collect evidence of consultation including meeting agendas
and emails. 2. Develop or review the organisation’s human resources (HR) capability or
staffing plan to address the HR needs of the organisation and have the plan approved by the
relevant senior manager or as per organisational processes. Note: HR staffing plan must
include: identification of needs or gaps, identification of key stakeholders and specialists,
current status of human resources, recruitment and selection processes, and
recommendations for improvements. 3. Develop job descriptions, including position
descriptors and specifications (see attached template, for use if required). 4. Identify at least
one specialist who may be able to assist in the recruitment and selection process. 5. Agree a
time and place to meet with your assessor. Prepare to discuss: • The staffing plan and
internal and external requirements, such as adherence to relevant legislation • Your

planned use of specialists who may assist you. • How you will ensure correct use by
managers of position descriptions • Your role in the recruitment and selection process 6.
Review the HR staffing plan policies procedures and processes with your assessor before
proceeding to Part B. Part B: Conduct recruitment and selection process 1. Develop an
action plan for recruitment and selection in accordance with the HR staffing plan, including
training, advertising, 2. Assess the need for and provide training or other forms of support,
such as coaching, for persons required to participate in recruitment. Collect evidence of
conducting or providing training or support, including delivery/coaching plans or
schedules. 3. Conduct advertising in accordance with planning. Collect evidence such as
screen captures of online advertising. 4. Conduct recruitment and selection in accordance
with planning and internal and external requirements: • Conduct or oversee interviews ©
2015 Innovation and Business Industry Skills Council Ltd | Australian Tertiary Institute 1st
Assessment Task 2 BSBHRM506 Manage recruitment selection and induction processes •
Advise candidates of outcomes • Execute job offers and contracts of employment. Ensure
new appointments are advised of salary terms and conditions. Note: ensure you collect
evidence for submission including copies of letters or contracts as appropriate. Ensure you
adhere to privacy legislation by protecting the privacy of participants. 5. Submit
documentation in accordance with the specifications below and within agreed timeline for
completion of the assessment task. © 2015 Innovation and Business Industry Skills Council
selection and induction processes Specifications You must provide: ● An HR staffing plan ●
Relevant recruitment and selection policies and procedures. ● Job descriptions ● Evidence
of consultation ● An action plan for carrying out the recruitment and induction process ●
Evidence of training ● Evidence of advertising ● Evidence of conducting recruitment and
selection Your assessor will be looking for evidence of: • Writing skills to develop plans
using appropriate conventions • Numeracy skills to calculate salary and benefits • Planning
skills to develop logical processes • Work skills to operate effectively within a constraints
set by business strategy and objectives, policy, and the external legislative requirements
Adjustment for distance-based learners: • No adjustments required © 2015 Innovation and
BSBHRM506 Manage recruitment selection and induction processes Position description
template Position title: Position reports to: Qualifications – essential Key objectives 1. 2. 3.
4. 5. Key position functions 1. 2. 3. 4. 5. Key selection criteria © 2015 Innovation and
BSBHRM506 Manage recruitment selection and induction processes OHS requirement
Terms and conditions of employment © 2015 Innovation and Business Industry Skills
recruitment selection and induction processes Manage staff induction Submission details

Candidate’s Name Phone No. Assessor’s Name Phone No. Assessment Site Assessment
Date/s Time/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 You must demonstrate your ability to manage an induction process.
Assessment description You are to research, develop and write a set of guidelines for an
induction program at your organisation, an organisation with which you are familiar or an
organisation approved by your assessor. You will then deliver an induction program or part
of one, provide feedback to inductees and gather performance feedback on the induction
program. Procedure 1. Conduct research on induction procedures and program content
within your workplace and industry. 2. Draft policy statement, objectives, program outline,
procedures and documents for each stage of induction process that suit the organisation
and comply with relevant legislation. • Consult relevant workplace personnel for feedback
on guidelines. © 2015 Innovation and Business Industry Skills Council Ltd | Australian
induction processes • Refine and edit guidelines. • Ensure all sources are referenced
correctly. • Write final copy of guidelines following format stated in Appendix 1. 3. Induct
staff using your guidelines or following relevant organisational policies and procedures.
Ensure you: • Provide access to training and ongoing support for all persons engaged in
staff induction. • Check induction processes are followed across the organisation • Oversee
management of probationary employees and provide them with feedback until their
employment is confirmed or terminated • Monitor • Obtain feedback from participants and
relevant managers on extent induction process is meeting its objectives Note: Collect
evidence of the above such as training plans, performance reports, scorecards, emails. 4.
Make adjustments to guidelines in response to feedback. 5. Submit documentation as per
specifications below. Specifications You will need to submit: • Induction guidelines drafts:
original and later drafts refined after feedback on performance • Evidence of providing
training or other development support for inductees • Evidence of providing feedback, such
as emails or organisational reports • Evidence of gathering feedback for the purpose of
monitoring the performance of the induction program, such as organisational reporting
Your assessor will be looking for evidence of: • Writing skills to prepare guidelines that are
complete, clearly written in plain English with all sources correctly referenced using in-text
referencing or footnotes and a bibliography. They must be presented in the form of a bound
document and adhere closely to the format. • Planning skills to develop logical processes •
Work skills to operate effectively within constraints set by business strategy and objectives,
policy, and the external legislative requirements © 2015 Innovation and Business Industry
Skills Council Ltd | Australian Tertiary Institute 1st edition version: 1 .0 | Revison date 1
April 2018 | Next review 2 April 2019 Page 2 of 4 Assessment Task 3 BSBHRM506 Manage
recruitment selection and induction processes Adjustment for distance-based learners: ●
No adjustment of tasks is required. © 2015 Innovation and Business Industry Skills Council

selection and induction processes Appendix 1: Format for guidelines ● Title page ●
Contents ● Introduction: ○ brief organisation profile ○ induction policy statement and
objectives. ● Induction program: ○ program outline with session titles, facilitators, location,
times, methods of delivery ○ induction toolkit contents checklist ○ induction process
checklist ○ evaluation form. ● Induction training and support: ○ objectives based on
organisational policy ○ training tasks ○ list of staff and methods for training staff ○
checklists for facilitating training ○ training evaluation form. ● Overseeing of probationary
employees: ○ objectives based on organisational policy ○ probation procedure ○ checklist
for procedure ○ probation process evaluation form. ● Appendix: ○ templates ○ sample
documentation ○ bibliography. © 2015 Innovation and Business Industry Skills Council Ltd
| Australian Tertiary Institute 1st edition version: 1 .0 | Revison date 1 April 2018 | Next
selection and induction processes Develop recruitment and selection processes Submission
details Candidate’s Name Phone No. Assessor’s Name Phone No. Assessment Site
Assessment Date/s Time/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 You will demonstrate your ability to develop recruitment
and selection policies and procedures in accordance with organisational plans. Assessment
description You will analyse a case study and develop a set of recruitment and selection
policies and procedures. You will present your policies and procedures to senior
management for approval and consultation, conduct trialling of processes, train new
managers on processes and answer a set of questions. © 2015 Innovation and Business
Manage recruitment selection and induction processes Procedure 1. Review the following
case study information: Case study Healthcare United is a healthcare provider and currently
employs 1,500 Healthcare professionals with two sites in Victoria and NSW. They recently
developed a new strategic plan that involves opening another office in Hobart. Part of their
HR plan is to employ 500 workers in three stages. 2. Read the 2016 Healthcare United
Recruitment and Selection Policy. 3. Analyse the 2000 Healthcare United Recruitment and
Selection policy and procedures comparing key areas for each procedure against the
current 2016 Healthcare United Recruitment and Selection Policy and relevant legislation.
4. Identify key areas for each procedure that need revising because they are: • contrary to
2016 policy • outdated compared to current research and practice • do not comply with
current legislation. 5. Research recruitment and selection processes best practice. 6.
Develop a recruitment and selection policy and set of procedures, including checklists, that
complies with organisational, legal and policy requirements. Develop procedures for: •
vacant position analysis • position descriptions • advertisements and promotion •
shortlisting • interview preparation • interviewing applicants • reference checks • job offer
Ensure you consider and include provisions for: • external reference checks • offers of
employment (including advice about salary, terms and conditions, probation). © 2015

Assessment Task 1 BSBHRM506 Manage recruitment selection and induction processes 7.
Develop a draft communications plan for the organisation using suitable media and
including managers and other staff who need to be informed of new policy and procedures.
8. Arrange a time and place to meet with your assessor (in the role of a senior manager) to:
• Present policies and procedures • Obtain support ( use active listening and impress the
manager with your use of HR/ business terminology) • Consult on suitability of the policy
and procedures for the business • Discuss ways of using technology to improve efficiency
and effectiveness of recruitment and selection processes. • Consult on process for
calculating salaries and benefits • Discuss communications • Arrange for trialing of
processes • Arrange for training of others 9. In a role-play arranged by your assessor,
facilitate and evaluate some training on at least two of the procedures developed using a
Training evaluation form. 10. Answer the following questions and record your answers on a
document for submission to your assessor: • describe recruitment and selection methods,
including assessment centres • explain the concept of outsourcing • describe the purpose of
employee contracts and industrial relations • summarise relevant legislation, regulations,
standards and codes of practice that may affect recruitment, selection and induction •
explain why terms and conditions of employment are an important aspect of recruitment •
explain the relevance of psychometric and skills testing programs to recruitment. 11.
Submit documentation as outlined in the specifications below and within agreed timelines.
1st edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April 2019 Page 3 of 13
Specifications You must: • • Participate in two role-plays: o Consult with your manager
(assessor) o Train new procedures Submit: o A recruitment and selection policy and set of
procedures o A communications plan o A training evaluation form o A document with
answers to the 6 questions in the procedure Your assessor will be looking for: • Writing
skills to develop policies and procedures using appropriate conventions • Oral
communication skills to consult effectively with others in a simulated business
environment. Use questioning and active listening. Use appropriate business terminology •
Numeracy skills to calculate salary and benefits • Planning skills to develop logical
processes • Work skills to operate effectively within a constraints set by business strategy
and objectives, policy, and the external legislative requirements Adjustment for distance-
based learners ● No adjustment of tasks is required. Meeting/trialing/training may be
conducted and observed via teleconferencing software © 2015 Innovation and Business
Manage recruitment selection and induction processes Healthcare United 2016 Recruitment
and Selection Policy Healthcare United aims to be the number one provider of Healthcare
professionals in Australia. Healthcare United is an organisation that currently employs 1500
Healthcare professionals with two sites, in Victoria and NSW and seeks to expand its
operations and open another office in Hobart. As an organisation our vision is to provide: ●
the best qualified and trained human resources available for clients ● up-to-date

technology in all services for both clients and staff ● innovative best practices and
procedures from both inside and outside the organisation ● best facilities and procedures
in a competitive environment. To address the future needs of the organisation, Healthcare
United aims to recruit a further 500 of the best possible healthcare professionals available,
in three stages, over the next five years. Key tenets of our recruitment and selection policy
are: ● managers will assume major responsibility for the recruitment and selection of staff,
the training of required personnel and supporting documentation ● HR department will
support managers in this role ● timeframe for recruitment and selection will be two to
three weeks maximum ● position analysis will be conducted on all vacant or new positions
● all vacant and new positions will be advertised internally and externally for ten working
days unless special exemptions apply and be advertised online and in leading national
newspapers ● special exemptions to internal recruitment must be approved by the general
manager ● all interviews must be conducted by a trained selection panel ● selection of
staff is subject to reference checks conducted by the manager ● Healthcare United is an
equal opportunity employer. © 2015 Innovation and Business Industry Skills Council Ltd |
selection and induction processes Healthcare United 2000 Recruitment and Selection policy
and procedures Policy statement: Healthcare United is an organisation that seeks to employ
the best possible healthcare professionals. It is an equal opportunity employer. Purpose:
The purpose of the recruitment and selection process is to ensure that Healthcare United
has the best possible human resources available to effectively provide its service. The
Healthcare United recruitment and selection process has been developed in line with
organisational strategies, relevant legislation and best practice recruitment. Recruitment
and selection process The recruitment and selection process involves the following
procedures: 1. Vacant position analysis 2. Position description 3. Advertisement 4. Short-list
applicants 5. Interview preparation 6. Interview applicants 7. Reference check 8. Job offer 9.
Feedback to unsuccessful applicants. 1. Vacant position analysis When a position becomes
vacant it is important to analyse the position to determine whether it is still required.
Manager Estimated timeframe: Two to three days. When a position becomes vacant the
following procedure must be completed. © 2015 Innovation and Business Industry Skills
recruitment selection and induction processes Procedure 1. Manager notifies HR about
vacant position and requests ‘permission for position form’. 2. Manager completes their
section of ‘permission to recruit form’ stating reasons why position needs to be filled and
submits it to HR department. 3. Position needs analysis conducted by HR department who
them completes rest of ‘permission to recruit form’. Note: HR may need to question
manager about position. 4. Completed ‘permission to recruit form’ to be approved by senior
management. 5. Once permission is obtained then HR department explore implications,
options, legislative and award requirements. 2. Position description A position description
is an important prerequisite to successful recruitment and selection. Estimated
development and validation timeframe: three to five days. Procedure 1. Position

descriptions are developed by HR department using a position description template and
include: a. position title b. key objective c. qualifications required d. WHS component e.
terms. Note: HR may consult with manager about position description if necessary. 2. Senior
management to sign off on position description. 3. Advertisement Healthcare United’s
advertising policy: unless there is special authorisation from senior management, all
positions must first be advertised internally for a minimum of ten working days in the HU
newsletter before being advertised externally for a period of ten working days. The
newsletter is distributed via the intranet every Friday morning and hard copies are also
placed on noticeboards in offices and lunchrooms. Timeframe: 20–25 working days. © 2015
Procedure 1. HR department creates advertisement for HU newsletter on intranet. 2. HR
sends advertisement to publications department to post on the intranet. 3. HR creates
advertisement for authorised external print media. 4. After advertisement has been posted
internally for ten working days, HR organises for external print media. 4. Short-list
applicants Short-listing is a process of elimination. However, Healthcare United requires
that all internal applicants be interviewed. Timeframe: Five days minimum. Procedure 1.
Administration staff to collate all resumes and give to HR department. 2. HR to read over
position description and advertisements. 3. HR to read each external applicant’s résumé and
divide them into ‘yes’, ‘no’ and ‘maybe’ piles. 4. HR to then reread ‘yes’ and ‘maybe’ resumes
and complete short-list chart for external applicants. 5. HR reads all internal applications
and completes the short-list chart. 6. HR then collates all documentation from internal
applicants and shortlisted external applicants. 7. HR organises administration staff to send
all external applicants not short-listed a standard letter by post. 5. Interview preparation
Healthcare United uses the interviewing selection technique with interviews being
conducted at head office only. Where possible, Healthcare United requires a selection panel
of two HR personnel and a representative from the related department to interview
applicants. Timeframe: interview preparation one to two days. Procedure 1. HR requests
administration staff at head office to organise: a. comfortable and quiet location b. food and
beverages for interview panel © 2015 Innovation and Business Industry Skills Council Ltd |
selection and induction processes c. interview schedule. 2. HR to organise interview
documentation which includes: a. position description b. resumes for each shortlisted
candidate c. consent to check and release police record form d. standard interview
questions for HR members of interview panel e. interview assessment forms for
interviewers f. use checklist for documentation. 3. HR organises interview panel: two
members of HR department and one staff member from the job-related department with
one of the HR members being the chairperson. Note: It is preferable that the staff member
from the job-related department is experienced. 4. Chairperson (HR) chooses and advises
the staff member of their role as ‘expert’ and requests that they think of three job-related
interview questions. 6. Interview applicants Interviews are to be conducted only at head

office. Interviews are to be 30 minutes in duration with a five-minute break in between. No
more than 12 interviews should be conducted in a day. Timeframe: scheduled interviews
one to two days depending on number of applicants. Procedure 1. Chairperson greets
candidate and makes introductions. 2. Chairperson opens interview. 3. HR members of
panel ask applicant a series of standard interview questions. 4. Staff member from job-
related department asks three questions. 5. Chairperson asks applicant if they have any
questions. 6. Chairperson informs the candidate of the process. 7. Panel thank candidate for
attending. 8. Panel complete interview assessment. 9. Panel select applicant. 10. Gain
approval from senior management – subject to reference check. © 2015 Innovation and
BSBHRM506 Manage recruitment selection and induction processes 7. Reference check
Reference checks are an important part of the selection process. Healthcare United
reference checks must be conducted on both internal and external applicants by the HR
department. Timeframe: one to two days depending on number of applicants. Procedure 1.
Phone workplace of applicant and speak to manager/referee. 2. Introduce self, organisation
and purpose of call. 3. Ask standard questions about applicant’s knowledge and skills. 4. Ask
about applicant’s personality. 5. Ask manager for their opinion of applicant’s standard of
work. 6. Ask manager if there have been any problems with applicant. 7. Discuss references
with other HR person on interview panel. 8. Job offer Job offer needs to be made
immediately after Reference check. Timeframe: one to five days. Procedure 1. HR
department organise written contract to be drawn up with terms and conditions. 2.
Administration to post employee contract to applicant. 3. Upon receipt of signed contract
HR post new employee advice about induction program. 9. Feedback to unsuccessful
applicants Healthcare United requires all unsuccessful internal applicants to be provided
feedback in individual meetings with a member of the HR department. Timeframe: one to
two days depending on number of applicants. Procedure 1. HR department ask
administration to schedule 30-minute meeting with each unsuccessful internal applicant. 2.
HR department representative to conduct feedback meetings with unsuccessful internal
applicants. © 2015 Innovation and Business Industry Skills Council Ltd | Australian Tertiary
Institute 1st edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April 2019
Page 10 of 13 Assessment Task 1 BSBHRM506 Manage recruitment selection and induction
processes 3. HR department representative to phone unsuccessful external applicants and
offer feedback. 4. HR department to file hard copies of notes about unsuccessful applicants.
1st edition version: 1 .0 | Revison date 1 April 2018 | Next review 2 April 2019 Page 11 of
13 Assessment Task 1 BSBHRM506 Manage recruitment selection and induction processes
Training evaluation form Task description Competent Not Yet Competent 1 2 3 4 5 Method
of delivery (please circle): 1. presentation e.g. lecture 2. workshop e.g. classroom 3. one-to-
one instruction 4. online interactive 5. other (please specify). Rate the training:
unsatisfactory → satisfactory Was sufficient time allowed for session? 1 2 3 4 5 Were there
adequate resources? 1 2 3 4 5 Was method of delivery engaging? 1 2 3 4 5 Was instruction
clear? 1 2 3 4 5 © 2015 Innovation and Business Industry Skills Council Ltd | Australian

induction processes Was sufficient time allowed for discussion? 1 2 3 4 5 Were supporting
documents useful? 1 2 3 4 5 © 2015 Innovation and Business Industry Skills Council Ltd |
review 2 April 2019 Page 13 of 13 Assessment Task 1 BSBCUS501 Manage quality customer
service Develop a customer service plan Submission details Candidate’s name Phone no.
Assessor’s name Phone no. Assessment site Assessment date/s Time/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. Based
on the information you gather, produce a customer service plan for Innovative Widgets.
Develop the customer service plan using the template provided in Appendix 1. Your
customer service plan should include: a. vision and mission statements that refer to
Innovative Widgets’ provision of customer service b. a list of internal and external customer
types and their needs © 2015 Innovation and Business Industry Skills Council Ltd 1st
service c. product standards that include: i. minimum safety requirements iv. pricing ii.
dimensions v. material iii. tolerances vi. delivery d. policies and procedures for: i. gathering
customer information and conducting market research to identify customer needs using the
RATER model ii. responding to customer complaints iii. managing records and data. 3.
Develop a short (no more than one page) reflection on your plan and how the design of your
plan will work to achieve quality customer service and legal compliance and how your plan
is consistent with best practice models and voluntary standards and codes of practice. In
your reflection, you also need to summarise public relations and product promotion
approaches that are appropriate for Innovative Widgets. 4. Submit the required documents
for assessment as per the specifications below. Be sure to keep a copy for your records.
Specifications You must provide: ● a customer service plan. ● a short (no more than one
page) reflection on your development and design of a customer service plan. Your assessor
will be looking for: ● reading skills to gather and interpret organisational (Innovative
Widgets) information ● writing skills to match your style of writing to the documents’
purpose and audience ● work skills to apply Innovative Widgets’ organisational needs to
document production ● technology skills to prepare and present documents ● knowledge
of legislation and regulation relevant to customer service ● knowledge of service standards
and best practice models. Adjustment for distance-based learners: ● no variation of the
task is required ● a follow-up interview may be required (at the discretion of the assessor)

● documentation can be submitted electronically or posted in the mail. © 2015 Innovation
and Business Industry Skills Council Ltd 1st edition version: 1 Page 2 of 7 Assessment Task
1 BSBCUS501 Manage quality customer service Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter Welcome to Innovative Widgets! Our vision
and mission: Create a vision and mission statement that includes reference to customer
services Who are our customers? Our internal customers are: Our internal customers
require: List Innovative Widgets’ internal customers List these customers’ needs Our
external customers are: Our external customers require: List Innovative Widgets’ external
customers List these customers’ needs We’ll give you what you need … and more! We
promise to deliver a widget that’s right for your needs: List relevant product quality
specifications We promise to support you: List relevant customer service guarantees, e.g.
related to time, cost and after-sales support © 2015 Innovation and Business Industry Skills
Council Ltd 1st edition version: 1 Page 3 of 7 Assessment Task 1 BSBCUS501 Manage
quality customer service We’ve support our people to support you! Innovative Widgets’
policies and procedures that support customer service include: List relevant policies and
procedures © 2015 Innovation and Business Industry Skills Council Ltd 1st edition version:
1 Page 4 of 7 Assessment Task 1 BSBCUS501 Manage quality customer service Innovative
Widgets Customer support policy and procedure – collecting market research Purpose
Briefly explain the purpose of this policy Scope Briefly explain which people or departments
of Innovative Widgets this policy applies to Resources Note whether there are procedures
associated with this policy Relevant legislation etc. List any legislation relevant to the
application of this policy Updated/ authorised Write the year this policy was approved, and
who approved it Customer support process/es Write any processes that support this policy.
Write processes in steps where possible, e.g. step 1: greet the customer; step 2: ask the
customer what you can help them with, etc. 1. 2. 3. 4. … © 2015 Innovation and Business
Industry Skills Council Ltd 1st edition version: 1 Page 5 of 7 Assessment Task 1 BSBCUS501
Manage quality customer service Innovative Widgets Customer complaints policy and
procedure Purpose Briefly explain the purpose of this policy Scope Briefly explain which
people or departments of Innovative Widgets this policy applies to Resources Note whether
there are procedures associated with this policy Relevant legislation etc. List any legislation
relevant to the application of this policy Updated/ authorised Write the year this policy was
approved, and who approved it Customer complaints resolution process/es Write any
processes that support this policy. Write processes in steps where possible, e.g. step 1: greet
the customer; step 2 ask the customer what you can help them with, etc. 1. 2. 3. 4. … © 2015
Assessment Task 1 BSBCUS501 Manage quality customer service Innovative Widgets
Recordkeeping policy and procedure Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies
to Resources Note whether there are procedures associated with this policy Relevant
legislation etc. List any legislation relevant to the application of this policy Updated/
authorised Write the year this policy was approved, and who approved it Recordkeeping
process/es Write any processes that support this policy. Write processes in steps where
possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them

with, etc. 1. 2. 3. 4. … © 2015 Innovation and Business Industry Skills Council Ltd 1st edition
Manage and develop the team Submission details Candidate’s name Phone no. Assessor’s
name Phone no. Assessment site Assessment date/s Time/s The Assessment Task is due on
the date specified by your assessor. Any variations to this arrangement must be approved in
specifications below for details. Performance objective The candidate will demonstrate the
ability to ensure delivery of quality service through handling customer complaints,
monitoring team performance, and intervening to develop team abilities to overcome
difficulties in providing quality customer service. Assessment description You will use
scenario information (provided) to address customer service issues through: ● monitoring
customer service team performance to identify causes of customer service shortfalls ●
addressing a complex customer complaint ● coaching an underperforming customer
service employee in a role-play. Procedure Part A 1. Review the information about
Innovative Widgets that you gathered in Assessment Task 1. 2. Read the scenario provided
in Appendix 1 of this task. © 2015 Innovation and Business Industry Skills Council Ltd 1st
service 3. Review the customer service call data in Appendix 2 and analyse data to identify
possible causes of customer service shortfalls. 4. Write a brief report (no more than 1 page)
to the board of Innovative Widgets to: a. summarise customer service team performance b.
identify possible causes of customer service shortfalls c. identify options to address the
problem/s. 5. Follow the customer complaints policy and procedures provided in Appendix
3 of this task to draft an email to Yore Mine Co. to clear up the misunderstanding and
address their concerns. Ensure that your support of the customer provided is consistent
with principles of customer service set out in the Innovative Widgets business plan and the
customer service plan you develop in Assessment Task 1. Part B 1. Prepare to participate in
a role-play with Mary (your assessor) to address her performance issues. You need to
prepare to: a. run structured coaching session b. ask questions to understand and clarify
Mary’s perspective c. describe the policy and procedures for handling customer complaints
d. outline techniques for dealing with different types of customers according to their
needs(e.g. dealing with small customers compared to dealing with significant customers
such as Yore Mine Co.) e. explain techniques for solving customer complaints f. document
the coaching session and its outcomes in accordance with the recordkeeping policy and
procedures developed in Assessment Task 1. 2. Arrange a time with the assessor to
complete the coaching role-play and complete the role-play. 3. Submit the required
documents for assessment as per the specifications below. Be sure to keep a copy for your
records. Specifications You must: ● submit a customer service report ● submit an email to
resolve a customer complaint ● participate in a coaching role-play observed by the
assessor ● submit coaching documentation, e.g. coaching plan, notes, etc. Your assessor will
be looking for you to demonstrate: © 2015 Innovation and Business Industry Skills Council
Ltd 1st edition version: 1 Page 2 of 9 Assessment Task 2 BSBCUS501 Manage quality
customer service ● reading skills to interpret Innovative Widgets information ● writing
skills to match your style of writing to the documents’ purpose and audience ●

communication skills to: ○ articulate organisational systems and policies ○ use listening and
questioning techniques to understand performance issues ● numeracy skills to interpret
customer service data ● work skills to: ○ apply Innovative Widgets organisational protocols
to complaint resolution and coaching ○ recognise and account for strengths and experience
of others to achieve outcomes ○ provide support to team member ○ address complex
difficulties using problem-solving techniques ● technology skills to prepare and present
documents ● knowledge of organisational (Innovative Widgets) policy and procedures for
handling customer complaints ● knowledge of techniques for dealing with customers with
specific needs ● knowledge of techniques for solving complaints. Adjustment for distance-
based learners: The role-plays can be adjusted for distance learning. The role-plays for this
task can be varied to take place using Skype conferencing (or any other video conferencing
tool available to the candidate). Candidates may also choose to video the role-play and
submit electronically. © 2015 Innovation and Business Industry Skills Council Ltd 1st
service Appendix 1: Innovative Widgets scenario You are a customer service manager. It is
currently December, and over the last few months, you have been receiving feedback from
customers that customer service is just ‘not what it used to be’. The board of Innovative
Widgets has been made aware of the decrease in customer service quality and wants to
know what you’re going to do to fix the problem. Mary is a member of your customer
service team at Innovative Widgets. Her role is to receive telephone enquiries and
complaints. You have observed the following: ● Mary has been rude to customers on
several occasions. This behaviour contravenes company policy on the knowledge of the
importance of friendly service to customers of Innovative Widgets. ● Mary has recently
developed a habit of letting the phone ring and then placing customers on hold. This
behaviour contravenes company policy on the knowledge of the importance of prompt
service to customers of Innovative Widgets. ● Yesterday Mary received a complaint from a
customer: ‘I work as a buyer for the state’s largest supplier of mining equipment, Yore Mine
Co. We provide a lot of business to Innovative Widgets. I ordered 1,000 x 7 mm widgets for
delivery last Friday. I was promised that the delivery would arrive within three days. It’s
now a week later and they still haven’t arrived. My production manager just telephoned me
to say he might fail to deliver a major order unless the widgets arrive in the next four days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they were
6 mm widgets rather than the 7 mm I had ordered on that occasion. I am considering going
to another supplier for your widgets even though Innovative Widgets are the only
Australian supplier. I could get them cheaper from China, but the saving isn’t great when
you add in the extra shipping costs. I’m going to begin legal action if the widgets don’t arrive
today. I might order the widgets from China from now on.’ ● Mary misunderstood and
thought that the customer had ordered the products yesterday and argued with him. She
accused the customer of being unreasonable as Innovative Widgets is an industry leader in
guaranteeing three day delivery. When the misunderstanding was eventually cleared up,
Mary wasn’t sure how to track orders or reorder the products. She said there was nothing
she could do as Innovative Widgets’ procedures didn’t seem to cover this issue. As the
customer service manager, you will need to write an email to Yore Mine Co. to clear up the

misunderstanding and address their concerns. © 2015 Innovation and Business Industry
quality customer service You will also need to demonstrate your knowledge of how to
develop team members and coach Mary to improve the quality of her customer service. Use
the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this
task to assist you. The following is an excerpt from Innovative Widgets’ business plan.
Business plan excerpt Vision statement To keep every Australian business running
smoothly using safe, quality widgets. Mission statement ● Innovate new ways of
manufacturing and testing widgets ● Deliver consistently high-quality customer service
internally and externally ● Keep Australian businesses buying Australian widgets through
quality products and second-to-none customer service ● Have the best safety record of any
widget company. © 2015 Innovation and Business Industry Skills Council Ltd 1st edition
Appendix 2: Customer service data Call Frequency per month Jan Feb March April May June
July Aug Sep Oct Nov Dec Number of calls 1200 1150 1320 1300 1260 1320 1380 1350
1400 1480 1560 – Variation in number of calls from previous year –2% –2% +3.5% –1.5% –
0.5% +4% +4.5% +3.5% +7% +10% +12% Employee Jan Feb March April May June July Aug
Sep Oct Nov Dec Supervisor John John John John John John John John John (Annua l leave)
(Annua l leave) John Customer service officer Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia Mia
Mia Customer service officer Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin Nitin (quit)
Customer service officer Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas Jonas
Jonas Taya (new) Taya Taya Customer service staff Customer service officer © 2015
Assessment Task 2 BSBCUS501 Manage quality customer service Customer service officer
© 2015 Innovation and Business Industry Skills Council Ltd Mary (new) Mary Mary 1st
service Appendix 3: Complaints policy and procedures Innovative Widgets Complaints
Policy and Procedure Purpose The purpose of this policy is to ensure the management of
complaints is carried out consistently, fairly and transparently and in accordance with
organisational requirements. Scope The scope of this policy covers the management of
customer complaints by employees and contractors of Innovative Widgets. 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 with responsibility for managing
customer complaints. Relevant legislation etc. ● Privacy Act 1988 (Cwlth) ● Equal
Opportunity Act 2010 (Vic) ● Competition and Consumer Act 2010 (Cwlth). Updated/
authorised 10/2011 – John Doe CFO To manage complaints – customer service
representatives 1. Greet the customer courteously and give them your name. 2. Listen fully
to what the customer is saying. Try to gather all the facts about the complaint and jot them
down. Ask questions and summarise what they are saying. 3. Never argue with the
customer. 4. Apologise for any product fault or poor service. Be sympathetic. Ask if the
customer will allow us to send the faulty item to our quality department for testing. 5. When
you have all the details about the complaint, ask the customer how they would like it to be

resolved. 6. No product replacements are within all staff members’ authority. 7. All staff
members can use their professional judgement and refund an additional 10% of the value of
the faulty product up to a maximum value of $25. © 2015 Innovation and Business Industry
quality customer service 8. Complaints involving damage to other property are covered by
our insurance. Help the customer to complete the Claims Form and as…

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