Manage Quality Customer Service

Identify and describe three strategies you can use to manage your time. 1. Write a (to do) list. By writing a daily/weekly/monthly to do list will help organism and remind you of what needs to be done for whom and by when. No one’s memory is perfect and when under stress with competing demands, it is conceivable to forget things. The list will help you set out your time in priority order and organism consecutive activities so you are utilizing your abilities to the highest advantage.

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The main advantage to having a sit written in your desk diary is when you are unavailable to be a work due to illness; a colleague can easily view your list for the day and reschedule or answer questions until your return (TAFT Queensland 2013, pip). 2. Arrange set times for Jobs. By programming set time for Jobs, such as regular database maintenance/ administration, clearing/ answering emails or talking with your team, everyone around you gains routine. This routine provides fewer interruptions during heavy production periods and increases overall productivity.

Team members know that at et times you are less available due to prior commitments, such as data entry cleansing, and will not interrupt unless it is important. The team members know that periods of time are dedicated to them and their interests; this makes them feel valued (TAFT Queensland 2013, “18). 3. Managing contingencies. The best made plans can always go awry due to unforeseen circumstances. Managing contingencies or having a back up plan In place for such circumstances can ensure that everyone’s routine doesn’t go off the rails.

For example if illness is laying waste o the work team environment, proportioning and identifying critical tasks (from your to do list), delegating to cross trained members of the organization is a viable option I have used in the past (TAFT Queensland 2013, pip). 2. Identify and describe five traits of effective leaders. No one person Is born with the characteristics of effective leadership. Mentoring, training, molding and life experience play a large part In developing effective leadership characteristics, The following five character traits of effective leaders are what I have observed or have been observed about myself. D organization. Having long term commitment to the good of the organization, is not Just expanding your experience and resume and gaining employment elsewhere. Long term commitment to the workers is to go above and beyond for someone else, even if there is no personal positive result or praise from superiors (TAFT Queensland 2013, pa). 2. Good at working priorities. This is the ability to effectively priorities and get the Job done, not have everyone chasing the wrong goal or have multiple people completing the same task.

Effective Leaders do not shirk from mundane or overwhelming tasks; hey complete the task (TAFT Queensland 2013, pa). 3. Unorthodox and creative. An effective leader has creative tendencies, experimenting with different ways of approaching situations. By questioning the established working practices and thinking ‘outside the box’, new strategies can be developed even if these are through failures (TAFT Queensland 2013, pa), 4. Staying level headed -An effective leader rarely lets people see them panic. As the leader sets the tone for his workforce, they can see through the panic and chaos and determine the core of the situation.

By using common sense, an effective leader loves situations in a calm and realistic manner (TAFT Queensland 2013, pa). 5. The desire to help others grow and succeed. Effective leaders learn from and train those around them to expand their skills as well as their teams. By having open and respectful communication of ideas with their team the result is increase in overall efficiency (TAFT Queensland 2013, pa). 3. Describe the importance of continually developing professional competence. By continually investing in your professional development or improving your skills and the way you perform, you are making yourself more employable.

Feedback from am members, colleagues and customers can assist in identifying what you are doing well and areas you can improve your performance. By continually reviewing your current skills and developing your professional competence improvement can recognized in the following areas: Ability to recognize skills gaps or learning opportunities, Awareness of the trends and directions in technology and society, Increased communication and effectiveness in the workplace, Your ability to help, influence and lead others by your example, Confidence of your Your ability to have a fulfilling and rewarding career.

If you assume that your current skill level is sufficient and there is no room for improvement, you run the risk of becoming obsolete and therefore replaceable (TAFT Queensland 2013, PIP). 4. Explain what action learning sets are and how they allow people to develop new skills. Action learning sets consist of small groups of people (four to eight) and a facilitator who meet on a regular basis to discuss a problem or a task and as a group construct and reflect on solutions.

This educational process has been recognized as an effective adult learning tool in governments, businesses and educational institutions. Action learning sets allow people in similar industries, occupations or circumstances to meet and share ideas and theories. For example, a small group of doctors and a facilitator gather to discuss a particular disease outbreak amongst their local patients. These doctors discuss the patient signs, symptoms and possible causes. During the discussion the doctors find that they are identifying similar causes and form an action plan to inform local government of the solution.

At the groups’ next meeting, after the action plan has been implemented they evaluate their experience constructing the action plan and TTS success. By assembling these groups of people, theories or solutions to problems or tasks can be communicated, discussed, improved, approved or discarded. This process gives the group access to a collective intelligence and experience and therefore effective outcomes. These outcomes save overall time, cost and improve efficiency of an organization (TAFT Queensland 2013, pip). 5. Explain Kepi’s in detail.

Key Performance Indicators (Kepi’s) are a list of characteristics that inform organizations and employees of what they are to accomplish and how performance is measured. Kepi’s will vary with particular organizational strategies, responsibilities and objective goals (TAFT Queensland 2013, pip). Kepi’s for organizations are used as a ready measurement to inform management how well the organization as a whole is performing. Kepi’s for employees are based on competencies such as traits, skills, knowledge and performance standards which are (TAFT Queensland 2013, PIP).

Organizations and employees need a target to measure their performance against. Kepi’s will provide the employees targets to monitor their own performance and makes the employee accountable for the results. Kepi’s measure success in the following areas: Cost, Quality, Quantity, Safety, and Time. Effective Kepi’s are written to meet the following SMART criteria: Specific and concise, Measurable targets, Achievable (stretching ambitions not over-reaching them), Related to department/organizational goals, and Time specific and easily monitored.

Without adhering to the above criteria an employee will not have a detailed description of what is required or how to achieve the specific clear time framed target (Cole 2013, IPPP). 6. What are preferred learning styles? Describe some preferred learning styles. Preferred learning styles are how people learn new information or skills. A preferred learning style is based on experience from a learning environment (TAFT Queensland 2013, pip). There have been many tests devised to determine learning styles. The following four styles have been chosen – activist, reflector, theorist and pragmatist.

Activists like to learn by doing, not by watching others. Activists have an open minded approach to learning. Activists like to act or dive in first and consider consequences later (TAFT Queensland 2013, pip). Reflectors learn by watching others and thinking about what has occurred. A reflector will collect data and facts from multiple sources and analyses before coming to conclusions. Reflectors prefer to watch from the sidelines asking questions rather than dominate discussions (TAFT Queensland 2013, pip). Theorists like to understand the theory behind the situation or action.

Theorists like rational thought, and are often perfectionists. They need models, concepts and facts in order to engage in the learning process. Theorists like to think the problem through in a step by step logical fashion (TAFT Queensland 2013, pip). Pragmatists need to see how to put the learning into practice in the real oral. Abstract concepts and games are not preferred by pragmatists unless they can see a way to put the ideas into action in their lives. Pragmatists are work (TAFT Queensland 2013, PIP). 7. What is the individual encouraged to do in the balanced scorecard model?

The Balanced Scorecard model allows management to keep track of organizational goals and individuals to contribute to those goals. By displaying the most relevant information, this allows individuals to create targets (standard required) and indicators (what is measured) that are aligned with the organizational goals. The Balanced Scorecard gives employees in access to the organizations objectives and mission. Using the Balanced Scorecard model, each person examines their role and responsibilities and develops indicators and targets to measure their performance.

The Balanced Scorecard gives each person indicators that directly relate to their team or section and the organization that will assist the individual develop their own targets. By using the Balanced Scorecard the individual can align their personal goals to the organizations objectives (TAFT Queensland 2013, Pl 2). 8. Describe how you would develop your own set of competencies. To develop your own set of competencies you need to review your Job description or the description of a Job you would like to have.