1) What factors can influence performance in a working environment? Why would these situations influence performance and how can they be best managed?

2)What are 2 suggestions for systems that an organisation can put into place to monitor and review the performance of its staff. What are 2 suggestions for systems to assist with planning and improvements?

3)Name 2 internal and 2 external clients/customers. Describe them.

4)What does Customer Service mean to you?

5)Develop a questionnaire or survey containing at least 3 questions that you can put together for both internal and external customers to check for satisfaction in customer service.

6)Develop a system to communicate the findings to the relevant staff - are you going to communicate this via newsletter, regular meetings, company meetings or client visits? Detail the plan of action below.