BSBCUS 501

Management of Quality Customer Service

Question one.

1. Introduction

I work for Jay’s Electronics and Electricals in South Lake, Western Australia. Founded in
1998, Jays Electronics and Electricals has been in operation for the last 24 years growing
from a small retail shop to a house hold name in South Lake being one of the most popular
local solutions to local household electronics and electricals needs for the last two decades.
We stock a wide range of electronics ranging from TVs, Radios, Phones, Spare Parts and
accessories and Electrical goods mainly used to install and maintain electrical connections to
homes and small industries and factories in the neighbourhood. Initially, the target market
was the residents of south lake and its surroundings. However, this digital era has
revolutionized operations with website and online sales having risen sharply since the
COVID 19 global lockdown. Below is a summarized analysis of our operations in line with
the quiz requirements;

1.1 Who are your customers?

Jay’s Electronics and Electricals targets households as most of our products are Fast Moving
Consumer Goods (FMCGs) which are used in many Households, Small Community
Organizations, Churches, Small Factories, farms, Businesses as well as providing a source of
spares for maintenance of government installations in South Lake. J.E & E has grown from
depending on walk in customers to adopting technology to market our services to the rest of
Australia and the world at large. A random client can log in to our website or social media
pages and make an order and depending on the location of the client, the client will be
charged for shipping for deliveries outside south lake.

1.2 What are they buying from you?

At Jay’s Electronics and Electricals, there are three divisions; Electronics, Spare Parts and
Electricals. Normally, the fast-moving electronics are desktop computers, laptops and
accessories, TV sets, Radios, internet routers and CCTV cameras. In the spare parts section,
the fast moving are laptop spares, TV repairs and CCTV accessories. Lastly in the Electricals
section, our biggest clients are local builders who wish to install electricity in their newly
constructed premises and houses in the neighbourhood. Fast moving items are cables,
sockets, switches, bulb holders, classy house lights, circuit breakers, electricity meters among
other many things used in house wiring in readiness for electricity connectivity.

1.3 Why do they need your products and services?

Jay’s Electronics and Electricals provides a localized solution to local day to day needs of the
people of south lake. In this age, every home needs a television set, a laptop computer if not a
desktop, a blender, an internet router, a digital camera and at least a radio at the very modest
and every now and then these electronics develop mechanical problems which need to be
fixed. That’s where the spare parts section come in handy. The electricals are majorly for first
time installers and replacement of burnt or broken parts of the electrical wiring installation.
Our customers always find themselves needing an upgrade of the TV or new installation of
CCTV cameras after the old ones become outdated. We provide a solution near home to all
electronics and electrical needs that may arise in your home.

1.4 When can they obtain your products or services?

Jay’s Electronics and Electricals main store is open to its walk-in customers from Monday up
to Saturdays but we remain closed on Sundays. However, for online clients the Website and
social media pages are open for business round the clock. The orders made online are
processed and dispatched within three hours into the normal working hours (Monday –
Saturday 8:00 am – 5:00 pm).

1.5 How can they obtain your products and/or services?

Jay’s Electronics and Electricals is a local brand in south lake and we serve four kinds of
clients. These are; Walk-in clients, Telephone call orders, Website and social media orders
and Bulk Customers (Contractors) who order products for use in a project then pay in bulk.

1.6 Where can they purchase your products and/or services?

Our products are available at our main store in south lake shopping centre Ground floor. This
is majorly for walk-in clients who need to buy something over the counter. However, our
online clients, phone orders as well as contract/bulk clients can make their orders online or
simply make a call and the products they order will be packaged and shipped to them in their
various locations.
 2. Identify the legislation and national codes that may impact on your customer
delivery plans

Jay’s Electronics and Electricals is a fully fledged business name which is registered with the
Australian Trademarks and recognized and licensed by the local authority to operate fully
under the business permits act 1978. However, Currently, we have outsourced the services of
local and national courier and parcel services to deliver our customer orders across Australia.
We have legally enforceable contracts with some of these courier companies to ensure that all
cargo is safe, insured and reaches the client fastest possible.

Question Two

Introduction

It is not possible to run a business successfully for 24 years without a clear set of rules and
regulations for all staff and directors. Similarly, Jay’s Electronics and Electricals has its
internal operational policies to ensure uniform running of all activities, ensure accountability
and regulate staff behaviour at the work place. These policies are outlined in detail in the
Finance, Operations, Marketing, Human Resource and Public Relations Manuals. Below is a
summarized analysis of the operational regulations as per the question.

2.1 Provide a summary of your public relations and product promotion plans;

Jay’s Electronics and Electricals has developed a service charter to ensure sound public
relations and product promotions policies are in place;

Issue Policy (s) Turn Responsibility

Around
time
Compliance All necessary licences must be procured within By 31st General
to the state the stipulated timelines to avoid conflicts with January of Manager
and county the state and county laws every
Law calendar
year
Walk in All walk in customers should be served within 5 minutes Customer
customers the shortest time possible to avoid queues Service
 personnel
Online All online orders must be processed, costed and 3 hours Customer
Orders dispatched within the shortest reasonable time service
personnel
Customer All customer complaints must be documented, 1 hour Customer
Complaints resolved and cleared within an hour of launch service
personnel
Customer All customer returns must be inspected by the 3 hours Stores
Returns store keeper to ascertain reason for return and Manager
inspected for defects before they are accepted
back. Any refunds and replacements are then
sent to the finance manager for approval
Customer All customer refunds should be processed and 24 hours Finance
Refunds effected within 24 hours of launch Manager
Any other Any issue that may negatively or positively 1 hour General
publicity affect the public image of the organization shall Manager
issue be handled by the general manager within the
shortest time and any damage control measures
instituted immediately

2.2 Develop customer service standards for your organisation (quality);

The following policies are in place to ensure quality control;

Issue Policy (s) Turn Responsibility
Around
time
List of Every year the finance manager shall initiate Every year Finance
suppliers the process of vetting suppliers of items of Manager
inventory to ensure they deliver on quality and
capacity
Suppliers All deliveries by suppliers must be inspected 1 hour Stores
for quality compliance before the delivery note Manager
is signed and sent to finance for processing
Suppliers All supplies must be accompanied by a signed 1 hour Stores
 Invoicing delivery note and an invoice to ascertain the Manager
quality and quantity delivered
Defective Where the inspector of deliveries ascertains 3 hours Stores
items that some of the items delivered are visibly Manager
defective, the stores manager shall reject the
delivery of the defective items and attach a note
to the delivery note and invoice sent to finance
for processing
Customer Where a customer returns an Item earlier 24 hours Stores
Returns purchased; the item MUST be accompanied by Manager/
the original receipt. Where in the best customer
knowledge of the inspector the defect was as a service
result of the customer’s fault, the item cannot personnel/
be replaced. However, a replacement or refund Finance
may be processed for defects that cannot be
attributed to the customer’s action of
commission or omission.
Storage and All items of inventory must be stored in a safe, Always Store Manager
warehousing secure and reasonable manner away from any
form of harm, may it be logical, technological
or physical.

2.3 Specify the time and cost requirements for the standards that you have
developed

The timelines and cost control measures are summarized below;

Issue Policy (s) Turn Responsibility
Around
time
List of Every year the finance manager shall strike off Every year Finance
suppliers all suppliers that failed to supply within Manager
reasonable time of making an order
Suppliers Suppliers who offer fair prices for their goods Always Finance
 shall be given successive orders Manager
Suppliers All invoices must be paid within the month of 1 month Or Finance
Invoicing supply 30 days Manager
Defective The suppliers must provide a credit note for all 1 month Or Finance
items defective items before the payment of goods 30 days Manager
supplied is processed and paid
Customer Any returns that require replacement or refund 24 hours Finance
Returns of cash in respect to an item of stock previously Manager
sold must be approved by the finance manager
Storage and The organization applies the EOQ (Economic 24 hours Stores and
warehousing Order Quantity) method of inventory after the re- Finance
management and hence the quantity ordered order level managers
must meet the EOQ guidelines and timelines is attained
must be maintained to avoid stock outs
New All new suppliers must present a catalogue to 2 weeks Stores and
Suppliers the finance manager to ascertain cost and Finance
quality before being added to the list of Managers
suppliers. The approval may take a fortnight

2.4 Specify human and physical resources required to deliver effective customer
service according to standards.
The following human resource and physical assets policies are in place to ensure sound
human resource and physical assets management;

HR Issue Policy Timelines Responsibility

Declaration Where a position falls vacant following the 2 weeks HR Manager
of Vacancy death, transfer, resignation or creation of a new
position, the human resource department shall
declare a vacancy and invite interested
candidates to apply within 2 weeks of the
positions falling vacant
Recruitment The HR shall receive applications, sort, 2 weeks HR Manager
shortlist and call for interviews of all the
 shortlisted candidates. The best candidates
from the interview shall be appointed for the
job
Training All new staff must be taken through induction 1 week after HR Manager
training after which the annual departmental hiring and
training shall be done as per the departmental annually
training calendar. thereafter
Remuneratio All staff shall be fairly remunerated. The On the HR Manager
n remuneration package shall be agreed upon by hiring date
the HR manager in consultation with the and annual
finance manager on the hiring date. Any reviews
reviews shall be subject to the organization’s subject to
HR resource policy. performance
Monitoring The HR manager shall conduct an annual HR Manager
and performance evaluation and file the appraisal and Internal
Evaluation reports in the staff files Audit
Termination If a member of staff wishes to willingly resign 1 month HR Manager
from his/her position he or she shall give a one notice or
month notice in lieu of salary. However, for immediately
summary dismissals due to misconduct and for summary
staff facing disciplinary measures the dismissals
procedure stipulated in the HR manual shall
apply
Asset The finance manager shall maintain a detailed The asset Finance
Management asset register detailing all physical assets, date register Manager/
of acquisition and the cost of each asset as should be Internal Audit
required by the International Financial continuously
Reporting standards (IFRS). Any disposals updated
shall be effected on the date of disposal and
struck off the asset register. All assets should
be tagged/labelled and assigned an asset
number
Question Three
Detail your implementation process to achieve the standards developed
The management developed a departmental progress monitoring sheet which details the
issues to be handled by each department, the standards set, the current state of affairs, the
action plan as well as the person assigned the responsibility of ensuring the task is well
executed. This template is used by the internal audit department to ascertain the degree to
which the set standards have been followed. The template below relates to the activities of the
customer relations desk;

Issue Standard Status Action Plan Responsibility

Compliance By 31st January of Excellent/fair/ Maintain / General
to the state every calendar poor Improve / Manager
and county year Overhaul
Law
Walk in 5 minutes Excellent/fair/ Maintain / Customer
customers poor Improve / experience
Overhaul Manager
Online 3 hours Excellent/fair/ Maintain / Customer
Orders poor Improve / experience
Overhaul Manager
Customer 1 hour Excellent/fair/ Maintain / Customer
Complaints poor Improve / experience
Overhaul Manager
Customer 3 hours Excellent/fair/ Maintain / Stores Manager
Returns poor Improve /
Overhaul
Customer 24 hours Excellent/fair/ Maintain / Finance
Refunds poor Improve / Manager
Overhaul
Any other 1 hour Excellent/fair/ Maintain / General
publicity poor Improve / Manager
issue Overhaul

Question Four
Develop a monitoring plan to ensure that team meets organisational standards for
quality and delivery.

The monitoring and evaluation department works hand in hand with the internal audit
department to ensure smooth running of the operations of the organization. The M&E
department reports to the management on a quarterly basis and uses the following plan to
ensure departmental operations run smoothly in line with the organization’s strategic plan.

Department Monitoring and Evaluation Plan Timelines Responsibility

Administratio Ensure all departments are in full operation Quarterly General
n and following the policies contained in the Manager
operations manual. The department is in-
charge of control and unity of purpose for
all departments
Sales Ensure all sales are processed in record Quarterly Sales and
time and all promotions and marketing Marketing
activities are well coordinated and meet the Manager
set targets
Stores Ensure all inventory is well accounted for, Quarterly Stores
stored properly and keep all records in Manager
regard to inventory management
Human Attract, recruit, train and maintain a Quarterly Human
Resource professional workforce which is productive, Resource
well trained and motivated Manager
Finance Ensure proper budgeting, cash Quarterly Finance
management, payment of suppliers, running Manager
of corporate customers accounts, proper
accounting and financial reporting in line
with the IFRS
Monitoring Ensure all departments run efficiently and Quarterly M&E manager
and Evaluation effectively in line with the policy and
procedure manuals and report quarterly on
the progress made by each department in
 line with the annual targets
Internal Audit The internal audit department is interested Quarterly Internal
in evaluating the level of compliance to the Auditor
set standards as per the policy and
procedure manuals. It evaluates the level of
compliance and recommends actions which
can be implemented to improve internal
compliance to policies

Question Five
In order to improve the provision of products and/or services, develop a strategy that
you will use to obtain customer feedback

Strategy Action Plan Timelines Responsibility

Provision of a Customers are encouraged to give Weekly Customer
suggestion box anonymous feedback in written form Experience
within the at the suggestion box provided at the Manager
premises entrance of the premises. This is
intended to collect feedback from
walk in clients. The box is opened
weekly and the feedback processed
and action taken immediately
Feedback section Online customers are also Immediatel Customer
on website encouraged to give feedback in the y Experience
website to help gauge the level of Manager
satisfaction from our online services.
All feedback is read on a daily basis
and actioned accordingly
Toll free hotlines The toll free customer service hotline Immediatel Customer
and SMS feedback is meant to report incidents as they y Experience
service unfold and hence give the CEM a feel Manager
of what the clients experience on the
ground. Sometimes the CEM can call
clients and enquire about the quality
 of service they received from the
staff. Feedback is actioned upon
immediately.
Customer The organization conducts quarterly Quarterly Customer
Satisfaction customer satisfaction surveys Experience
Surveys intended to obtain customer feedback Manager
on the quality of service they offer to
the clients. The results of such
surveys is reported to the
management for action on a quarterly
basis.

Question Six
What records and reports you will use to provide future recommendations on customer
service? Briefly describe how you will manage them.

The following reports are crucial to evaluating the quality of customer experience in Jay’s
Electronics and Electricals. The action plan column recommends what can be done to ensure
the organization runs according to its strategic plan.

Reports Action Plan Timelines Responsibility

Customer The goal of JE&E is to register zero Monthly Customer
Complaint complaints. The customer complaints report experience
s Reports details all the complaints and classifies them manager
into various categories. The CEM therefore
actions on the complaints immediately but
alerts the departmental heads from whose
departments the complaints arise from. This
ensures that persistent complaints on specific
issues are addressed at source
Customer The goal of JE&E is to record Zero Customer Quarterly Customer
Returns Returns. However, there are circumstances experience
report under which this cannot be avoided more so if manager
the issue is not from within the organization.
Once the reason for return is ascertained and
actioned, the complaint arising from the return
is addressed internally and the matter is
resolved amicably
Customer The goal of the organization is to maximise Monthly Customer
feedback positive feedback. However, when negative Experience
report feedback comes in, it is addressed with the Manager
seriousness it deserves. The goal is to ensure
the customer is satisfied since the customer is
the key to the business. The CEM ensures the
root cause of the problem is resolved ASAP.
Inventory The Inventory movement report is intended to Monthly Stores
Movement ensure end to end tracing of items of inventory Manager
report from ordering to delivery to customers. Such a
report guides the sales and finance managers
on planning for the next month’s operations.
Sales Sales is the key driver of all other operations of Monthly Sales manager
Report any organization. If an organization does not
make sales then it cannot finance its operations.
The sales reports therefore are crucial in
monitoring the organizational goals as well as
predicting future sales trends and hence
monitor the performance of the sales and
marketing team.
Profit and The overall goal of any organization is to be Monthly Finance
loss Report both profitable and sustainable in the Manager
foreseeable future. The monthly profit reports
guide the management on the level of
efficiency and cost control as well as sales
trends
Internal The goal of Internal Audit is to ensure sound Quarterly Internal
Audit compliance to the organization’s policies and
Reports procedures. Internal audit reports therefore Auditor
guide the management to identify weak points
in service delivery and action plans on how to
improve on them.