Problem 1 - You are just about to start the second week of your four-week plan to introduce the new computerised system. Your experienced full-timer suddenly goes off sick and is expected to be away from work for at least two weeks. Problem 2 - The new software is working well, but the new printer is erratic and will not always print good-quality reports. The paper jams and the print is not as clear as expected.

1a Describe the information you would gather and interpret to help you to identify possible solutions - Problem 1:

1a Describe the information you would gather and interpret to help you to identify possible solutions - Problem 2:

2 Describe the options for dealing with the problems in the scenario, and describe the facts and evidence that you would need - Facts and evidence needed:

3. Describe the decision-making technique you would use to evaluate the options to arrive at the best solutions.

4. Describe the monitoring and review techniques that could be used to evaluate outcomes.

1 Describe the main legal rights of customers. 2 Describe your employer's commitments to its customers. 3 Describe the manager's responsibilities in relation to customer service. 4 Describe the purpose of customer service standards. 5 Explain how customer service standards and procedures are used to meet customer needs. 6 Explain how your employer monitors customer service against the standards set. 7 Explain how feedback on customer satisfaction can be used to improve performance in customer service.

1 Explain the benefits of innovation and change for an organisation. 2 Describe the barriers to change and innovation in an organisation. 3 Explain practical ways of overcoming these barriers. 4 Describe planning, monitoring and review techniques that can be used to manage innovation and change. 5 Explain why communication is important for the successful implementation of innovation and change. 6 Explain possible human effects of innovation and change upon people and teams in an organisation.