Summative Assessment Instructions

Summative Assessment $1$

Written Assignment

ASS $2201$

Customer Service Improvement

For this summative assessment, you will work with the Consumer Policy. Please keep to the numbering and headings when you write this assignment.

$1.$Rate your branch on each of the service standards, using the scale below:

$\backslash$table$[[1,2,3,4,5],[$Very Poor,Poor,Average,Good,Excellent$]]$

$2.$Identify the three $(3)$ standards where the gap between actual service levels and required service level is the largest.

rating

$3.$Which Moments of Truth are applicable to these three $(3)$ standards?

$4.$Develop an action plan to improve your branch's service on these three standards. You action plan must contain the actions you will take, the people involved and the target dates applicable.

$5.$ Conduct a meeting with the responsible parties where you communicate this action plan to them. Include the agenda with the attendees' signatures as evidence.

$6.$Implement your action plan. After implementation, evaluate the success of your actions. Where you were not as successful as you would like to be$,$ or where you still have room for improvement, suggest what actions could be taken.