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1 - Develop and document, on behalf of an organisation for which you do or might work, a detailed process whereby it will be possible to investigate, identify, assess, and include the needs of customers in planning processes. 2 - Choose a product that might be sold to customers. Conduct some research to establish what customer expectations are in terms of quality, time and cost specifications. How would you market the product to the customer taking these expectations into account? 3 - Consider this scenario. You have been asked to explain to employees that you supervise what a business plan is and why it is important to have a business plan that focuses on customer service. Write a transcript of what you would say to them. 4 - Make a list of the steps you would take and the processes you would put in place to identify the quality and delivery standards to which teams should adhere and to monitor and manage team performance so that it consistently meets organisational quality and delivery standards. Against what criteria might you measure performance and what action would you take if performance did not meet the identified standards? Upload your answer for assessment. 5 - Develop a questionnaire that could be used to obtain customer feedback to improve the provision of products and/or services.



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