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BSBMGT517 Action Plan Assessment 2

  15 Download     📄   7 Pages / 1581 Words

Action Plan (Human Resourcing)

Action and/or objective

Date

Person responsible

Budget or resources

Develop e-commerce website

Consult with management team

Resource for developer website

Invite developer website to bidding

Identify potential supplier

Evaluate and select website developer

Place order

Follow-up and expedite

Review

Start:

10/07/2018

End:

30/08/2018

IT department management team

$100,000

Recruitment

Consult with Human Resource department

Post recruitment ads

Interview eligible candidates

Evaluate and select elite candidates

Arrange training and work tasks

Start:

10/07/2018

End:

30/07/2018

Human Resource department and Technique department

$30,000

Communication

Arrange meetings for technology department and Marketing department for details of the website design

Make decisions on differences

Evaluate and select the best design

Arrange the work assignment

Start:

10/07/2018

End:

30/08/2018

Technology department

Marketing department

Management department

Working file

Employee data

Training staff

Assign personnel working on the tasks

Arrange training courses for people with different qualifications

Evaluate the training result

Assign work tasks accordingly

Start:

30/07/2018

End:

30/08/2018

Human Resource department and Technique department

Online customer service training $3,000 per

staff member = $24,000

BBQfun generally only collects personal information from its website when it is provided voluntarily by you. For example, when you send us an electronic message with a query about BBQfun or its services, we will generally use your information to respond to your query, to provide and market our services to you or as otherwise allowed or required by law.

For the same purposes, BBQfun may share your information with other members of the BBQfun strategic partners (including companies who are located outside Australia) and their respective service providers, agents and contractors. If we do this, we require these parties to protect your information in the same way we do.

Action Plan (Physical Resourcing)

Action and/or objective

Date

Person responsible

Budget or resources

Reconfigure the office space

Consult with warehouse and management team

Check detail of office space

Resource supplier

Evaluate and select supplier

Start to reconfigure

Follow-up and expedite

Review

Start:

10/07/2018

End:

30/09/2018

Maintenance department warehouse team

$50,000

Delivery of trucks to enable the distribution

Consult with purchasing and management team

Looking for the trucks that are under the budget

Choose interior option and package

Check fees and paper work

Evaluate and select supplier

Place order

Start:

10/07/2018

End:

30/07/2018

Purchasing department

Management team

$300,000

Provide three forklifts

Consult with purchasing and management team

Look for the forklift under the budget

Make decision and package

Check fees and paper work

Evaluate and select

Place order

Start:

10/07/2018

End:

30/07/2018

Purchasing department

Management team

$300,000

Interview Planning


Planning Aspect

Description

Time

1. Type of Interview

Face to face interview

2. Objective

To achieve the suitable online customer service

3. Approach and Style

Combination interview

4. Schedule

Interview eligible candidates

Morning session: 9:00~10:00

Afternoon session: 14:00~15:00

Start:

10/07/2018

End:

30/07/2018

5. Topics and questions

What qualifications do you have that make you suitable for this position?

How do you achieve your goals and objectives?

Are you a team player?

Do you prefer to work alone or with others?

Why should we hire you?

Why do you want to work here?

What do you do when you don't know the answer to a question?

What made you want to be a customer service representative?

What is customer service?

What is good customer service?

Why do want to work in customer service?

What are the top three qualities everyone who works in customer service must have to succeed?

What have you done to be a better customer service representative?

Role Play (Candidate A)

Interviewer: Good morning. Please relax and have a seat.

Candidate A: Thank you.

Interviewer: How are you feeling? Is it easy to find the office here?

Candidate A: I feel great. Thank you. I find this office easily as I’m quite familiar with this neighbourhood.

Interviewer: Good to hear. If you don’t mind, let’s get the interview started. Do you consider yourself as a self-motivator?

Candidate A: Absolutely. I am passionate about this work and am therefore always looking for new and innovative ideas to bring to a project.

Interviewer: Would you like to provide us an example?

Candidate A: For example, I was so inspired by the last ad campaign I worked on that I suggested a number of unique ad strategies that my employers loved and ultimately implemented. My passion motivates me to think creatively and produce results.

Interviewer: How is your organization skill?

Candidate A: I have excellent organization skills. I can manage a customer’s phone call whilst taking the note for things to be done in the following.

Interviewer: What customer service tools do you have experience with?

Candidate A: I have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. I’m also really interested in learning more about how automation can make the customer service process faster and more efficient.

Interviewer: What would you do if a frustrated customer complained about a widely known problem with the company’s product?

Candidate A: I would apologize, tell them I completely understand how they feel and assure the customer that my team is currently working to fix the problem. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.

Interviewer: How do you know about our company?

Candidate A: I’ve been searching for some info about your company. And I like what I’ve found.

Interviewer: Thank you for your time. We’ll give you a call in the following 2 weeks if we’d like to have you in our team.

Candidate A: Thank you for seeing me. I look forward to your call.

Role Play (Candidate B)

Interviewer: Good afternoon. Please relax and have a seat.

Candidate B: Thank you.

Interviewer: How are you feeling? Is it easy to find the office here?

Candidate B: Not bad. Thank you for asking. I find this office in no trouble at all.

Interviewer: Alright. Shall we start. Do you consider yourself as a motivated person?

Candidate B: I do consider myself as a self-motivated person. I have passion in what I do, and that’s how I love myself. That’s being responsible for my own life.

Interviewer: Would you describe yourself as a people person?

Candidate B: I’m definitely a people person! I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. I was voted Most Outgoing at my last job and small talk is one of my talents.

Interviewer: What do you do when you don’t know how to help a customer?

Candidate B: I never pretend to know an answer if I don’t. If I’m unsure how to help a customer, I say, ‘Great question! Let me find out for you,’ and take steps to find a solution. At my previous job, I helped customers with complex software products and if I didn’t know an answer, I reached out to my co-workers for assistance, referred the customer to someone who could help or looked through my training manual for answers.

Interviewer: Describe what customer service means to you.

Candidate B: To me, customer service means identifying the root of a customer’s problem and working to find a solution that surpasses their expectations using in-depth knowledge of the company’s service or product. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.

Interviewer: Tell me about a time when you turned an unhappy customer into a delighted customer.

Candidate B: During my previous role, a customer was furious about not being able to return an item for a full refund. Company policy only allowed me to offer the customer store credit since he didn’t have a receipt. After letting him vent, listening intently to his concerns and apologizing for the inconvenience, I helped him find a gift for his wife for the same price so he wasn’t out any money. He thanked me for my patience and told me he would tell his friends about his experience.

Interviewer: Thanks for today. You’re quite confident and fit for the role. We’ll call you later.

Candidate B: Thank you. I look forward to be part of the team.

Assessment and Evaluation Record

Candidate A

Question

Ideal answer keywords:

Points possible (1-5)

Score

1. First Impression

Good

2. Finding the office

Easy

3. Self-motivate

Self-motivation

1.5

1

4. Example of work in the past

Team-player

2

1

5. Organizational skill

Specified

2

1

6. What customer service tools do you have experience with?

Ability to learn quickly

2

2

7. What would you do if a frustrated customer complained about a widely known problem with the company’s product?

Problem-solving skills

2

2

8. How do you know about our company?

N/A

0.5

0

Total

7/10

Recommendation:

Strength: Problem solving

Weakness: lack of confidence

Overall Ranking:

Competent

Interviewer

F.S

Date of the interview

15/07/2018

Candidate B

Question

Ideal answer keywords:

Points possible (1-5)

Score

1. First Impression

Good

2. Finding the office

Easy

3. Self-motivate

Self-motivation

2

1

4. Would you describe yourself as a people person?

Passion for helping people

2

2

5. What do you do when you don’t know how to help a customer?

Honesty

Problem-solving skills

Confidence

2

2

6. Describe what customer service means to you.

Approachable personality

2

2

7. Tell me about a time when you turned an unhappy customer into a delighted customer.

Conflict resolution skills

Stress tolerance and resilience

Ability to abide by company policies

2

2

Total

9/10

Recommendation:

Strength: Passionate, Honesty, Good skills, Good personality

Weakness: over-confident

Overall Ranking:

Competent

Confident

Passionate

Interviewer

F.S

Date of the interview

15/07/2018

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