1 Plan to meet internal and external customer requirements 1.1 Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services

Unit Sector

Not applicable.

Elements and Performance Criteria

ELEMENT S 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 

Plan to meet internal and external customer requirements 

1.1

Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services

1.2

Provision is made in plans to achieve the quality, time and costs specifications agreed with customers

2 

Ensure delivery of quality service 

2.1

Quality, safety, resource and delivery standards are consistently met through individual/team performance

2.2

Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards

2.3

Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards

3 

Monitor, adjust and report customer service 

3.1

Organisational systems are used to monitor progress in achieving product/service targets and standards

3.2

Customer feedback is sought and used to improve the provision of products/services

3.3

Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups

3.4

Adjustments/recommendations are made to products/services as required

3.5

Those who have a role in product/service planning and delivery are informed of changes

3.6

Records, reports and recommendations are managed in accordance with organisational systems and processes


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