Returned Assessments

Assessments  
BSBCUE301 – Process customer information using multiple information systems

BSB30215 – Certificate III in Customer Engagement

BSBCUE301 – Use multiple information systems

Overal comments from assessor

20/08/2019 RC 17.02.2020 DGS - could you provide answers to all questions as responses missing

Your responses to questions

Question : List at least 5 behaviours of both good and bad listeners who are trying to analyse customer information needs. Make your answers relevant to a contact centre operator.

Answer :

good - ask questions about what the customer is saying so they know that your on the same page and listening, tell them what your doing so they can follow on and understand whats happening bad - not paying attention to them listening can cause problems and takes longer to help them out not asking questions will make the customer think that your not serious about it

Feedback :

Question :

Read the scenario and determine which type of questions you would use to further understand the customer’s information needs and wants. Use open, closed, alternative, probing or leading questions. Explain the reasons why you would use each question with this customer.

Jan is a long-term customer with her current internet provider. She regards herself as quite challenged when it comes to new technology and is frustrated with the overall performance of her current internet system. She has had the same computer for six years and still uses dial-up for her internet service, although she lives in the city precinct.

After much deliberation, she finally decides to contact you at the call centre to discuss what options she has to either upgrade her package or fix her dilemma. She may need some extra patience from you to find out exactly what is best for her.

Provide an example of an open, closed, alternative, probing and leading question and explain why you would use each type of question.

Answer :

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Question : What sources of information or information systems can you use to provide product and service information to a customer? List and briefly describe at least 3 sources.

Answer :

breadcrumb trail helps work around information systems you just click on the option you want to go to and it sends u there page navigation this allows to view things easier and is easy to find

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Question : James recently placed a sales advertisement for his motorcycle in the local paper through an advertisement contact centre. However, he believes he was incorrectly charged for a piece of advertising that he recently submitted. James calls up the contact centre on a Monday night, just prior to closing time and speaks with Tony, an operator on night shift. James explains to Tony that he was quoted $35 for his advertisement; however, he was incorrectly charged $45 on his credit card. Tony takes down James’ details briefly in the CRMS and sets himself a Customer Follow-up Action for the next day, as it is now time to go home. Tony thanks James for his call and promises that he will investigate the issue as a matter of priority when he starts his shift the next day. Two days pass by and James has not heard from Tony or the contact centre, so he decides to call up again in an attempt to have his issue resolved. James speaks to Janelle, an operator working on day shift at the contact centre. James asks Janelle to read his account details, as he believes a gentleman by the name of Tony took down his complaint two days ago. Janelle is aware of who Tony is, however, as Tony has been away sick for the past two days, Janelle can only work from the following note on James’ account left by Tony: ‘Mon 25/9, 8:58pm: James called to dispute charge—Tony’ Janelle apologises to James and asks for him to patiently re-explain the details of his issue. Discuss the level of service provided by Tony and list areas where James could improve.

Answer :

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Question : What actions should Janelle undertake to resolve James’ issue? List and briefly describe 2 actions.

Answer :

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Question : List and describe 3 reasons why recording accurate and timely information is important.

Answer :

if your information is inaccurate that will cause problems for both you and the customer this is why its always best to record information and timely information is helpful as it shows that your serious and can provide the customer with the information as soon as you can

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Question : How can you ensure accuracy with regards to your own data input tasks in the workplace? List and describe 3 strategies.

Answer :

to use information systems this will make your data store up in easy places to find

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Question : List and briefly describe at least 2 advantages of using shortcuts when navigating between and within information systems.

Answer :

its easy to find and you can just choose an click where u want to go and it will take u straight there without having to open folders and scrolling and scrolling to find it it helps being productive and since its easy and fast the customer will be happy you can offer more efficient service to your customers

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Question : What could you do to maintain contact and communication with the customer while operating information systems? For example, entering information while speaking with the client on the phone.

Answer :

ask the customer if you can put them on hold check in on them everyone 3 minutes explain to them what your doing ask them questions to verify things

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Question : Think about a time you have been in contact with a contact centre or an organisation via the telephone. What did the operator do to maintain contact with you whilst carrying out necessary tasks? How did this make you feel?

Answer :

placing me on hold for ages which was frustrating

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Question : Why is it necessary to verify information with a customer before providing personal information? List and briefly describe 3 reasons.

Answer :

to go over what you've done and seeing if there happy with it or if they need more information

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Question : Think about a recent time you have contacted an organisation by phone. What questions did they ask to verify your information before providing you with information? Why do you think they did this?

Answer :

date of birth phone number address i dont really care they need to know so they dont get the wrong person

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TLIL1001 – Apply ethical practices

TLI31616 – Certificate III in Warehousing Operations

TLIL1001 – Complete workplace orientation/induction procedures

Overal comments from assessor

23/08/2019 RC:Well done great work just need the first question answered

Your responses to questions

Question : Choose a workplace regulation or piece of legislation and explain how it affects your work?  

Answer :

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Question : Briefly list ways of ensuring you meet your commitments.

Answer :

Being punctual.100% committed.

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Question : Who may you have commitments to?

Answer :

I need to be committed to my company and myself the work that I'm involved with.

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Question : How do you ensure confidentiality is maintained in your organisation?

Answer :

HR has all my information.Only authorised personnel has access to my details. You cannot speak about work privacy.What happens at work stays at work.Put paperwork in a locked cupboard.

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Question : Imagine you promised to help a co-worker and then forgot about it, making them angry. Explain how you would act ethically to resolve the situation?

Answer :

I would feel pretty bad. I can not have 1 thing to upset the rest of my day.I'LL buy them a cold beer.There isn't enough hours in a day and being honest to my fellow worker's is a good thing.

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Question : Choose one of the following areas and explain your workplace’s security policies for it:
  • Violence
  • Theft
  • Damage to computers
  • Damage reputation.

Answer :

Number 1 is that theft is a no no. Thieving is not being honest to yourself or workmates.I would place CCTV in my workplace to discourage theft etc.I'll call the Police.

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BSBCMM301 – Assessment Activity

BSB30115 – Certificate III in Business

BSBCMM301 – Process customer complaints

Overal comments from assessor

27.11.2019 ADMIN: Great responses, however, the user is no longer registered with Key Institute

Your responses to questions

Question : Hi Sam, I would like you to meet Mary. Mary is our newest starter working in customer complaints. She has a couple of questions for you and I have to run to a meeting. Can you please help? Make sure you refer to our Logging Customer Complaints procedure below for consistency. Paper Planes Standard Operating Procedures - Customer Complaints - CLICK HERE TO DOWNLOAD What is Paper Planes policy and procedure for dealing with complaints?

Answer :

Paper Planes policy is to make sure you follow the Positive First Response, same as when speaking in the phone. It's absolutely mandatory to make the customer feel highly appreciated and valued. Always making super you provide an option or solution within a decent timeframe.It's also very important that you register the complaint with the complaintrak system, also known as the approved third party software hosted in the cloud.

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Question : What legislation and codes of conduct relate to Paper Planes?

Answer :

Paper Planes belief in responsible social and ethical behaviour from all employees. We fully affirms that all employees are not deprived of their basic human rights. Our Code of Conduct policy applies to all employees and does not replace legislation and if any part of it is in conflict, then legislation takes precedence.Some examples are:-Maintain a high standard of integrity and professionalism.-Being responsible, considerate and respectful of the environment.-Promote the interests of Paper Planes.

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Question : What actions does Paper Planes take to meet the requirements of the legislation and codes of practice?

Answer :

There are various state and federal legislation governing sales in Australia to protect the rights of consumers. Making decisions about customer complaints, taking into account application legislation, organisation policies and codes.Checking with your manager to ensure that you comply with particular or special conditions.

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Question : Do complaints need to be referred to other personnel or external bodies? If so who and why?

Answer :

An employee can handle a complaint as long as they ask for permission from the customer before making a referral. Collecting all the available information on the nature of the complaint, and identify and analyse the information. Making sure you keeping the customer informed about what steps are being taken.There could be times in your organisations complaints procedures and the limits of your authority and you must follow if a complaint is likely to be escalated or have a wider implications.This is why it's very important to communicate with your customer at all stages of the complaint. Although there could be times when a customer will complain to you and you know that it is either out fo your area of responsibility, or you simply cannot do whatever is necessary to rectify the situation. In saying this, you should always discuss if the customer wants to take their complaint to someone else, and you can offer suggestions as towhee would be best.Alternatively, all customer complaints should be documented , tracked and explained.You then need to follow up in the person the complaint was referred to, to ensure that the customer was informed and satisfied, and use the information acquired for your future reference.

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Question : What are the major implications of the complaint for the customer? What are the major implications for Paper Planes?

Answer :

-When you listen to your customer complaints and offer a faster solution it improves your brand image.-Listening to the customers complaint and thank them for bringing the matter to your attention. -Apologise and accept ownership and don’t blame others and remain courteous.-Keep your customers informed and follow up with them. There are many instances where the customer gets annoyed when they make a complaint and never hear back from the employer.-Make the complaints available to all customers as an opportunity for you to improve your companies products and services when customers report their issue, and get it fixed successfully, you need to record the complaints resolutions for future use.

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Question : How would you inform a customer of the outcomes of a complaint investigation as per the Paper Planes policy?

Answer :

Be calm and respectful to the customers opinions and letting them know the outcome as it stands.Apologising for whatever the reason is at hand and acknowledge the complaint and do not leave things hanging. Act on making sure the customer understands that you want to help them ab tiger attempt to find ways to resolve the issue. Always find ways of appreciating your customer for complaining as they have offered you an opportunity to actually make things better instead of taking there custom elsewhere.In order to deal with a customers complaints effectively , a complaints system can be a very useful business tool. Having a system means that all staff will act the same way and tear complaints are followed up.

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BSBCMM301 – Assessment Activity

BSB30215 – Certificate III in Customer Engagement

BSBCMM301 – Process customer complaints

Overal comments from assessor

25.10.2019 DGS – could you review questions 2, 3 as not been answered sufficiently to address the question

Your responses to questions

Question : Hi Sam, I would like you to meet Mary. Mary is our newest starter working in customer complaints. She has a couple of questions for you and I have to run to a meeting. Can you please help? Make sure you refer to our Logging Customer Complaints procedure below for consistency. Paper Planes Standard Operating Procedures - Customer Complaints - CLICK HERE TO DOWNLOAD What is Paper Planes policy and procedure for dealing with complaints?

Answer :

Starting off dealing with a complaint, you must have a professional input on their complaint, be positive and understanding no matter what.Provide an option or solution; if you provide a solution, make sure you give a realistic timeframeit is also important that you register the complaint with our complaintrak system

Feedback :

Question : What legislation and codes of conduct relate to Paper Planes?

Answer :

The Integrity and impartiality legislation relates to paper planes, you must be committed to the company and know that you are representing our name to our customers

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Question : What actions does Paper Planes take to meet the requirements of the legislation and codes of practice?

Answer :

We have many resources for our employees to read and we enforce the legislation on our employees to our ability.

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Question : Do complaints need to be referred to other personnel or external bodies? If so who and why?

Answer :

All complaints must be logged to the complaintrak system, if you believe the complaint needs to be referred to a higher up refer to the management to help.

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Question : What are the major implications of the complaint for the customer? What are the major implications for Paper Planes?

Answer :

If a customer is unhappy with our business a major implication is that they will tell others about their experience and overall bring our business down.

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Question : How would you inform a customer of the outcomes of a complaint investigation as per the Paper Planes policy?

Answer :

Give them a solution and a realistic time frame, and make sure you leave contact details as per below:Kind regards,Customer ServicePaper Planes1300 000 000

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BSBCUE309 – Assessment Activity

BSB30215 – Certificate III in Customer Engagement

BSBCUE309 – Develop product and service knowledge for customer engagement operation

Overal comments from assessor

08/10/2019 GZ: NYS – Please provide the upload for us to assess your assignment. Our support team are here to guide you through, and possibly attempt verbal assessments of questions. Contact us on 1300 471 660 for further information and guidance.

Your responses to questions

Question : What are the primary products or services that Paper Planes provides our customers?

Answer :

The primary products or services that Paper Planes provides to its customers include quality paper and the ability to open a subscription account which allows the customer to receive monthly support with the newest products and continual access to our design website.

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Question : What information sources will we use at work to gain knowledge about products or services?

Answer :

Some information sources that can be used at work to gain knowledge are team meetings, product displays and presentations, and personally using/testing the products or equiptment.

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Question : What is the purpose and use of each product or service at Paper Planes?

Answer :

The purpose and use of having each product or service at Paper Planes is to be able to offer each customer something different and suited to them.

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Question : What are the key features of each product or service?

Answer :

A key feature of the product is the unbeatable quality of the paper that makes customers wanting to continue to order from Paper Planes.

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Question : What are considered the strengths and weaknesses of each product or service?

Answer :

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Question : Who do we contact if we need further information or support for each product or service?

Answer :

When in need of further information or support I would be able to contact Bill Murray the General manager of Paper Planes.

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Question : Fantastic! Looks like your ready with the common questions answered. Could you please prepare create a comparison chart and upload it in comparing the elite and basic subscription services? I think the new staff will find what you create useful.     The below is an example of the layout I require.

Answer :

See upload below.

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TLIF1001 – Contribute to arrangements for managing work health and safety

TLI31616 – Certificate III in Warehousing Operations

TLIF1001 – Follow work health and safety procedures

Overal comments from assessor

25.10.2019 DGS - could you provide answers to questions 1, 3, 5

Your responses to questions

Question : Identify areas of working in which you should follow instructions and identify and raise safety hazards?

Answer :

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Question : Who can you raise safety hazards with in your organisation?

Answer :

You can raise all safety hazard issues with your supervisor, delegated workplace health and safety officer or representative.

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Question : In what ways can you support the management of workplace health and safety processes and procedures in your workplace?

Answer :

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Question : Describe documentation for workplace procedures that you must follow?

Answer :

Workplace procedures which you should follow include forms, logs, written diaries or reports.

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Question : In what ways can you contribute to participative arrangements for WHS?

Answer :

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CPPCLO3017 – Knowledge Assessment

CPP30316 – Certificate III in Cleaning Operations (Semester 2)

CPPCLO3017 – Clean wet areas

Overal comments from assessor

ADMIN: Student no longer completing the course work - withdrawn upon student request

Your responses to questions

Question : Can you identify a limitation of neutral cleaners when compared with acid and alkali alternatives?

Answer :

Acidic cleaners attack and dissolve these types of stains, breaking them down and making them easier to remove. A solution with a pH that is higher than 7 is basic (sometimes referred to as alkaline). Products with basic pH values are useful for removing fatty and oily soils from surfaces – including your hands

Feedback :

Question : Can you identify three types of solvent suitable for cleaning purposes?

Answer :

Detergents. Degreasers. Abrasives. Acids.

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Question : What types of cleaners should you use if concrete surfaces have become ingrained with rust?

Answer :

Pour or spray white vinegar on the rusted surface in place of lemon juice for tougher stains. Let the vinegar sit for several minutes before scrubbing it with a wire brush. Rinse away the rust with some cold water and repeat for difficult stains

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Question : What types of equipment should be used to ensure that you don’t leave streaky patches when cleaning glass?

Answer :

1 part rubbing alcohol* or water. 1 part white vinegar. 3 drops dishwashing liquid (see Tips below) Empty spray bottle. Squeegee, microfiber cloth, or newspapers.

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Question : How should a hypodermic syringe or needle that has been used in the unlawful administration of a dangerous drug be disposed of according to misuse of drugs regulations in Australia’s Northern Territory?

Answer :

returning to a needle and syringe exchange program (NSEP), currently operated in: ... placing in a special needle and syringe disposal unit provided by some local governments or businesses.

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Question : Can you provide three examples of water-efficient cleaning methods?

Answer :

Low water-use equipment and water Use a presser washer Avoid running the tap continuously

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Question : Can you give four examples of waste that may be encountered when cleaning wet areas?

Answer :

Contaminated waste blood spill such as vomit body fluids faeces

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Question : What are the three main routes of entry in relation to chemicals?

Answer :

You should act in accordance with manufacturer specifications, such as: Instructional guides SDS Other resources supplied by the manufacturer, such as: laminated cards notices wall posters Product labels.

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Question : Can you identify five potential symptoms of chemical exposure?

Answer :

You Have Brain Fog. ... You Have Constipation. ... You Have Low Energy Levels. ... You Have Unusual Smelling Body Odor. ... You Have Chemical Sensitivities. ... You Experience Physical Aches And Pains.

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CPPCLO3018 – Assessment Activity

CPP30316 – Certificate III in Cleaning Operations (Semester 2)

CPPCLO3018 – Clean and maintain furniture and fittings

Overal comments from assessor

30.10.2019 DGS - please answer all questions and then resubmit

Your responses to questions

Question : Select one cleaning chemical and provide a brief summary of the key features and uses below:

Answer :

Bleached is used for killing bacteria and germs

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Question : Select on piece of equipment and provide a brief summary of the key features and uses below:

Answer :

A mop.

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Question : Outline a procedure below that should be followed for selecting and applying required cleaning chemicals for different surfaces:

Answer :

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Question : Explain pre-spotting and stain removal cleaning method for furniture and fittings:

Answer :

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Question : Explain the low water cleaning method for furniture and fittings:

Answer :

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Question : Conduct some research and outline the your understanding of the Australian Standards AS/NZS 4849.1 Upholstery Cleaning - Fabric Upholstery:

Answer :

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Question : Conduct some research and provide your understanding of the Australian Dangerous Goods Codes and how it relates to a cleaner:

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Question : What process would you use to safely handle and dispose of chemicals past their expiry date?

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Question : What process would you use to safely handle and dispose of packaging?

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Question : What process would you use to safely handle and dispose of obsolete equipment?

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Question : What process would you use to safely handle and dispose of used or contaminated PPE?

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Question : Briefly explain the emergency chemical spill control measure as a safe handling technique for working with hazardous chemicals (what might you need to do, what process should you follow):

Answer :

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Question : Briefly explain the routes of entry and potential symptoms of exposure to chemicals as a safe handling technique for working with hazardous chemicals (what might you need to do, what process should you follow):

Answer :

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Question : Briefly explain the safe methods for distilling chemicals as a safe handling technique for working with hazardous chemicals (what might you need to do, what process should you follow):

Answer :

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Question : Briefly explain the working according to safety data sheets (SDS) as a safe handling technique for working with hazardous chemicals (what might you need to do, what process should you follow):

Answer :

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Question : What cleaning method would you use for the below soil type from furniture and fittings (you might need to research your response): Chewing Gum

Answer :

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Question : What cleaning method would you use for the below soil type from furniture and fittings (you might need to research your response): Blood

Answer :

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Question : What cleaning method would you use for the below soil type from furniture and fittings (you might need to research your response): Dust

Answer :

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Question : What cleaning method would you use for the below soil type from furniture and fittings (you might need to research your response): Grease

Answer :

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Question : What cleaning method would you use for the below soil type from furniture and fittings (you might need to research your response): Mud and Dirt

Answer :

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Question : What cleaning method would you use for the below soil type from furniture and fittings (you might need to research your response): Nail Polish

Answer :

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Question : What cleaning method would you use for the below soil type from furniture and fittings (you might need to research your response): Paint

Answer :

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BSBCUS301 – Identify customer needs

BSB30115 – Certificate III in Business

BSBCUS301 – Deliver and monitor a service to customers

Overal comments from assessor

30/12/2019 RC:Question 1,6,7 need to be revisited , I suggest going over the material that has been provided in order to answer your questions if you have any questions in regards to your assessments call….. KEY on 1300 471 660 we are happy to assist 10.01.2020 DGS - provide answers to all questions as no responses given, call KEY Institute on 1300 471 660 if needing assistance

Your responses to questions

Question : What is the difference between an internal and external customer?

Answer :

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Question : Why is it important to fully understand a customer’s needs?

Answer :

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Question : What are interpersonal and communication skills you could use with customers to understand their needs? Give three examples.

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Question : What should you consider when assessing a customers need for urgency?

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Question : Provide three reasons why customer loyalty is important:

Answer :

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Question : How can accommodating the needs of a customer contribute to loyalty?

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Question : How can questioning assist you to determine a customer’s needs?

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Question : Provide 5 factors that will influence a customer’s needs:

Answer :

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Question : If a customer asks you a question you are not able to answer, what would you do? How would you get the information?

Answer :

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Question : Why is it so important to follow up all customer questions/requests?

Answer :

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TLIA3004 – Knowledge Assessment

TLI31616 – Certificate III in Warehousing Operations

TLIA3004 – Process receipt and delivery of containers and cargo

Overal comments from assessor

4/12/2019 RC:Questions needs to be revisited 8,9 if in need of assistance contact KEY on 1300 471 660

Your responses to questions

Question : Summarise the Australian Dangerous Good code?

Answer :

Australian Code for the Transport of Dangerous Goods

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Question : Summarise the ISO 6346 numbering system?

Answer :

The first three numbers denote the ownership; each code is unique for an organisation, although an organisation can have more than one. The first six digits are the serial number

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Question : List at least three pieces of equipment that are available in the workplace?

Answer :

forkliftpallet jackscomputers

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Question : List all the individuals in the work system for processing a single container/cargo in your organisation.

Answer :

project manager,line manager,team member

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Question : List three problems that may occur when processing the receipt and delivery of containers and cargo, and suggest an action that can be taken to resolve each of these problems?

Answer :

Over/under delivery (also known as quantity discrepancies)Damaged goodsIncorrect goodsContainers and cargos should be checked as soon as possible after they are delivered. If this is impossible, no paperwork should be signed that claims the goods have been checked; this enables the organisation to contact the sender and correct the delivery later on.

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Question : Explain the quarantine requirements of your organisation?

Answer :

Not all items can be brought into the country due to quarantine requirements. Goods which are made from or include animal products (e.g. skins, hides, furs, feathers) will need to be declared on arrival. Some goods will require import permits and others will be banned under international wildlife legislation, and may be seized. It is therefore important to research this beforehand.

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Question : Outline the hierarchy of risk control for hazardous manual tasks?

Answer :

ELIMINATESUBSTITUTEISOLATEENGINEERING CONTROLS Administrative controlsPersonal protective equipment (PPE)

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Question : Research and outline the guidelines for each of the following:
  • Workplace health and safety (WHS) legislation
  • Environmental protection legislation.

Answer :

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Question : List three workplace procedures and policies for processing the receipt and delivery of containers/cargo in your workplace?

Answer :

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TLIA3015 – Knowledge Assessment

TLI31616 – Certificate III in Warehousing Operations

TLIA3015 – Complete receival/despatch documentation

Overal comments from assessor

05.03.2020 DGS - provide answers to questions 3 - 9 as no responses given

Your responses to questions

Question : What is the purpose of the Australian Dangerous Goods (ADG) Code? How does it achieve this?

Answer :

The purpose of the Australian Dangerous Goods Code (ADG Code) is to provide consistent technical requirements for the land transport of dangerous goods across Australia. The ADG Code should be read in conjunction with relevant state or territory law.The Dangerous Goods Handling Regulations are designed to prevent accidents and to provide safety standards to protect the community, the worker and the environment from the effects of fires and explosions.

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Question : What documents are used during a typical receipt of goods / delivery at Paper Planes Pty Ltd?

Answer :

As it is a subscription based ordering system there would be a delivery and reciept.

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Question : What documents, if any, need approval from managers in Paper Planes' despatch / receiving system?

Answer :

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Question : Explain what housekeeping Paper Planes undertakes to ensure the workplace is ready for transporting goods.

Answer :

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Question : What problems may occur when completing receival and despatch?

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Question : Which WHS legislation applies to Paper Planes Pty Ltd, and how does this affect your conduct?

Answer :

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Question : Explain what obstacles or hazards you have to be aware of in your workplace?

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Question : What standards are used at Paper Planes Pty Ltd for checking and inspecting received and despatched goods?

Answer :

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Question : What policies relate to receiving or despatching goods at Paper Planes Pty Ltd?

Answer :

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SIRXIND001 – Source and use information on employment rights and responsibilities

SIR30216 – Certificate III in Retail

SIRXIND001 – Work effectively in a service environment

Overal comments from assessor

6/05/2020 RC: Questions need to be reviewed - 1.3 ,1.5 answers doesn't address the questions

Your responses to questions

Question :

1.1

Name 2 rights and responsibilities for employees?

Answer :

Quyen va trach nhiem se khac nhau o moi noi lam viec va moi truong va se thay doi theo thoi gian, vi vay hay dam bao ban luon cap nhat moi thay doi, dao tao hoac cac hanh vi moi duoc dua ra. Quyen va trach nhiem cua nhan vien co the bao gom: Bao mat va quyen rieng tu cua thong tin doanh nghiep, khach hang va dong nghiep. Chap hanh menh lenh hop phap.

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Question :

1.2

Name 2 rights and responsibilities for employers?

Answer :

Chu lao dong cua ban phai hieu luat phap lien quan den viec lam va nghia vu cua ho doi voi nhung nguoi nhan vien bao gom : Nghia vu thue cua chu nhan, vi du tra khi ban di thue. Suc khoe va an toan noi lam viec. Nghia vu phap ly khi dao tao can bo. Tien huu bong.

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Question :

1.3

What characteristics does the Australian Human Rights Commission Act 1986 make it unlawful to discriminate against? Provide 3 examples.

Answer :

Phan biet doi xu co nghia la doi xu khong cong bang cua mot nguoi dua tren dinh kien. Bat ky nguoi nao hoac co so nao phan biet doi xu voi khach hang hoac nhan vien khac la bat hop phap vi cac dac diem duoc de cap theo Dao luat Uy Ban Nhan Quyen Uc 1986.Co 3 vi du sau day: o Phan biet doi xu truc tiep : khi mot nguoi nao do duoc doi xu it thuan loi hon so voi nguoi khac do mot dac diem duoc bao ve ma ho co hoac duoc cho la co. o Phan biet doi xu boi hiep hoi : phan biet doi xu voi ai do vi ho lien ket voi nguoi khac co dac diem duoc bao ve. o Phan biet doi xu gian tiep : khi mot dieu kien, quy tac, thuc tien chinh sach ap dung cho moi nguoi theo cung mot cach, nhung co tac dung khong tuong xung doi voi nhung nguoi co dac diem duoc bao ve.

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Question :

1.4

Describe 2 different areas that national employment standards apply to.

Answer :

Thanh tra cong bang va Uy ban cong bang deu la to chuc chinh phu doc lap va phuc vu muc dich dieu chinh he thong quan he noi lam viec cua Uc. Tuy nhien chung co vai tro va chuc nang khac nhau. Uy ban cong viec cong bang la toa an quan he noi lam viec quoc gia cua Uc. No duoc thanh lap sau khi ban hanh dao luat Cong Bang 2009 va luat chuyen tiep lien bang. Thanh tra Cong Bang hoat dong nhu mot diem lien lac trung tam de duoc tu van va thong tin mien phi ve he thong quan he noi lam viec quoc gia Uc. No cung dieu tra cac khieu nai noi lam viec va thuc thi viec tuan thu luat phap tai noi lam viec quoc gia.

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Question :

1.5

What aspects of duty of care do employers have to comply with?

Answer :

Nghia vu cham soc la thuat ngu duoc su dung de mo ta kha nang du doan cac nguyen nhan co the gay thuong tich. No lien quan den nghia vu mot nguoi nen thuc hien viec cham soc hop ly doi voi nguoi khac, bao gom ca viec bao ve ho khoi bi ton hai. Trong phan 19 cua dao luat WHS, co nghia vu cham soc chinh ma chu lao dong cung cap cho cong nhan cua ho. Trong cac phan 27, 28, va 29cua dao luat WHS, cong nhan vien va nhung nguoi khac phai dam bao rang ho phai giu gin an toan noi lam viec va tuan thu cac huong dan cua chu nhan. Pham vi cua nhiem vu it nhat yeu cau cua nha tuyen dung phai : o Cung cap va duy tri moi truong lam viec an toan. o Cung cap va bao tri cac thiet bi duoc su dung tai noi lam viec de bao dam an toan va khong co bat ky rui ro nao doi voi suc khoe. o Cung cap dich vu y te va so cuu phu hop cho nhan vien cua ho ...........

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TLIE3012 – Knowledge Assessment

TLI31616 – Certificate III in Warehousing Operations (Semester 2)

TLIE3012 – Consolidate manifest documentation

Overal comments from assessor

24/08/2020 RC: Questions need to be revisited Q K1- K4

Your responses to questions

Question :

K1

What are 2 procedures that could be used in a company for document control, and why would you use them?

Answer :

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Question :

K2

Why is it important to follow regulations, specifically in regards to identifying hazardous goods, and what should consigners use to identify them?

Answer :

Compliance with the WHS Act and WHS Regulations may be achieved by following another method if it provides an equivalent or higher standard of work health and safety than the code. An inspector may refer to an approved code of practice when issuing an improvement or prohibition notice.

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Question :

K3

What sources of information do you need when consolidating manifests?

Answer :

What you need to know about consolidating manifest documentation 3 1A Workplace procedures 4 Activity 1 7 1B Information you need 8 Activity 2 18 Workplace example for Topic 1 20 Summary of Topic 1.

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Question :

K4

List 2 workplace procedures you have to follow when consolidating manifests and explain why.

Answer :

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BSBCUE301 – Knowledge Questions Copy

BSBCUE301 – Use multiple information systems Copy

Overal comments from assessor

25/08/20 LJ NYS: Review all questions as they have not been answered before submitting your work 05/10/20 LJ NYS: review all the questions as they have not been attempted

Your responses to questions

Question :

K1

Explain the process that should be followed when correcting an error in an information system.

Answer :

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Question :

K2

Who should system faults be reported to? Discuss problem reporting and escalation.

Answer :

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Question :

K3

List and briefly describe 3 information systems that might be used in a customer contact centre.

Answer :

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Question :

K4

Explain a typical procedure (including its steps) for collecting and processing customer information.

Answer :

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Question :

K5

What is a social networking website, and how do they work? You may conduct your own research.

Answer :

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BSBMGT402 – Implement operational plan Copy

BSBMGT402 – Implement Operational Plan Copy

Overal comments from assessor

31/08/20 LJ NYS: Review Q1.1-1.6 before submitting your work

Your responses to questions

Question : Consultation with staff over major decisions is critical to the success of any operational plan?

Answer :

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Question :

1.7

Give 2 reasons why feedback should be given to the person who is making a proposal/presentation.

Answer :

feedback is helpful for improvement. other idea on planning with comes from feedback

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Question : Management is only about being able to lead and control?

Answer :

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Question :

1.8

What information might be needed to support a resource proposal?

Answer :

over all planning long term goals

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Question : A resource plan is a chart that outlines the objectives you wish to achieve and how you plan going about achieving them.

Answer :

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Question : The first step in developing an operational plan is to develop a set of goals and objectives for that plan.

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Question : Organising involves arranging resources to get the work done

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Question : Objectives are specific, measurable results produced while implementing strategies.

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Question : Skill gaps are not an issue that a manager should be concerned with.

Answer :

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Question : A good manager always tries to solve problems by themselves.

Answer :

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Question : The objectives that you set must contribute to your organisation’s overall strategic or business plan.

Answer :

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Question : Proposals do not need to discuss the benefits of a plan.

Answer :

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Question :

1.1

Explain:

  • What procedures you might follow to analyse and organise resource requirements.
  • With whom you might consult to determine the resources that will be required.

Answer :

contingencies plans kpi time lines good sevices

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Question :

1.2

What are operational plans? What are controls and how are they used to increase productivity?

Answer :

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Question :

1.3

What are some factors that need to be taken into consideration before and during the implementation of operational plans?

Provide at least 2 examples.

Answer :

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Question :

1.4

What are KPIs?

How can they contribute towards the success of operational plans?

Provide an example of a KPI.

Answer :

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Question :

1.5

Planning is necessary for the smooth functioning of an organisation. Part of the planning process involves contingency management.

What does this mean?

What business activities should be covered by contingency plans?

Answer :

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Question :

1.6

List 4 questions you might ask when developing a resource proposal.

Answer :

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CPPCLO3005 – Implement privacy and security procedures

CPP30316 – Certificate III in Cleaning Operations

CPPCLO3005 – Confirm and apply privacy and security requirements for cleaning work

Overal comments from assessor

02/10/20 LJ NYS: review all the questions as they are not what is being asked

Your responses to questions

Question :

3.1

Why is it important to review/inspect the work site on arrival and secure it before leaving?

Answer :

وفقا لجميع الإجراءات المتفق عليهاا

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Question :

3.2

List 2 steps you may have to go through to deactivate and reactivate security systems.

Answer :

يجب القيام به وستقل احتماليه اضاعه إلى وقت في محاولة التنقل عبر النظام يجب طباعة نسخه من الإجراءات والتوصيهات الامنيه وأخذها معك أثناء العمل

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Question :

3.3

List 2 steps involved in accessing and securing the correct areas of the work site.

Answer :

خريطة الموقم تشغيل نظام انذار

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Question :

3.4

Why it is important to maintain the confidentiality of client information? Especially before, during and after the cleaning process.

Answer :

الحفاظ على سرية معلومات العميل على تسمية الثقه بين العميل وتكون في المستقبل

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Question :

3.5

List 2 steps you should take to ensure you maintain the confidentiality of client information.

Answer :

الحفاظ واعلى السريه والالتزام بعدم الافشاء في جميع حول الكشف المعلومات فقط سواد لأسباب تتعلق بالسلامه او الأسباب قانونيه إذا حصل على موافقة العميل

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