9:50 I 5G (4) { CHCMGTO001 simulation task and obs... Document Related Documents Related Questions Hammond In stitute 0 %7 Activity 4: Monitor and review service delivery against quality framework Note: This activity is continuing from the previous activity. Additional scenario Three clients have made the complaint regarding cleaning and hygiene services, and they are claiming that cleaning services have not been performed properly in the last two months and staff are doing rush services. You have conducted meeting with the clients and confirmed the issues and details. Now, you need to conduct a meeting with the cleaning staff and team leader to discuss the issues according to the quality framework. Service delivery procedure This procedure outlines the procedures and requirements to be observed by contractors in the course of attending Premises and undertaking the Services and/or Works. It also establishes the expectations of the customer in this regard. Contractor Service Expectations Contractors must undertake the work and deliver the Services in a professional manner and to a high standard. Contractors shall engage in effective communication with all relevant stakeholders and gain a clear understanding of the needs and requirements of the customer. Contractors will work in partnership with the customer to ensure that services delivered are cost-effective, timely, appropriate for the needs of the, and of a high qualitative standard. In this spirit, contractors will strive to build a strong and constructive relationship with the customer and ensure that the expectations of customers are met. Compliance With Laws and Restrictions by customer Whilst on the Premises, the contractor is required at all times to: o comply with all legislation, regulations and by-laws and any additional restrictions imposed by the customer relating to the storage of materials and the interruption of existing services and facilities on the premises. o comply with all legislation, regulations and by-laws relating to the protection of the environment, o only remove or destroy trees or shrubs with the written approval of the customer. not light a fire without the written approval of the customer; and o comply with all legislation, regulations and by-laws and any restrictions imposed by the customer relating to the storage of flammable or explosive products and only with the approval of the customer. o Use of Premises Facilities and Equipment The contractor must obtain a copy of all policy documentation that relates to the use of facilities and equipment on the premises and comply with all procedures and other requirements. Hammond Institute Pty Ltd | TOID: 90720 Issue Date: August 2021 Simulation task and observation CHCMGT001 V2.0 Approved by: Quality & Compliance Dept. Page 11 of 16 Hammond 'V In_stltute | If any equipment, plant and/or facilities are made available for use by the Contractor for the | @ Q I Q = Ask Search My Library Notifications More 9:50 al 5G 14 { CHCMGTO001 simulation task and obs... Document Related Documents Related Questions Hammond 'V Institute If any equipment, plant and/or facilities are made available for use by the Contractor for the purpose of carrying out work under the customer contract, and such equipment, plant and/or facilities are damaged for any reason, the Contractor must: o reimburse any costs or expenses incurred by the customer in carrying out the repair, maintenance or replacement of the equipment, plant and/or facilities; or o carry out all necessary repairs, maintenance or replacement of the equipment, plant and/or facilities. Task: You need to conduct a meeting with cleaning staff and team leader to monitor and review service standards according to the quality framework. Participants: e Community Service Manager you need to play the role of community service manager. e Team leaderYour trainer will play the role of team leader. e Cleaning staff Two of your classmates will act as cleaning staff. The scene will be set up as follows: e Two learners from the group will be asked to play the cleaning staff (James and Lisa). They will act according to the scenario. e Trainer will be asked to play the team leader (Jacinta). She will discuss the continues improvement importance. The team leader will discuss that she has already given verbal warring related to cleaning issues. e You will act as a community service manager and do the following: o Discuss the client complaint with the staff Identify the core issue Discuss different solutions Discuss client expectations Identify areas that need an update in the service delivery procedure Identify areas for staff improvements O 0 0O 0O 0 o Document the information in the meeting minute document Complete this activity within 10-15 minutes. You need to complete the following meeting minute document and submit it to your trainer/assessor. Your Trainer will observe your performance and complete the following performance checklist. Hammond Institute Pty Ltd | TOID: 90720 Issue Date: August 2021 Simulation task and observation CHCMGT001 V2.0 Approved by: Quality & Compliance Dept. Page 12 of 16 Hammond '.' Instltute Template 3 -Minutes of Meeting ) Q > Q = Ask Search My Library Notifications More 9:50 I 5G (4) { CHCMGTO001 simulation task and obs... Document Related Documents Related Questions