ILM L3 Award Candidate Guide 2014 Essay

Managers – Require staff who can fulfill their job role efficiently and meet performance targets.

Section 1 – Understand the factors that affect an organisation and the customer service role

“Assess own leadership behaviours and potential in the context of a particular leadership model and own organisation’s working practices and culture using feedback from others”

The purpose of my essay is to identify a quality or service problem which requires improvement at my place of work. The essay will then identify a range of interventions that can be used; albeit choose the most effective approach required to ameliorate the situation. This will be followed by critical analysis using evidence based literature on policies underpinning the service improvement. The author will further use the Plan Do Study Act (PDSA) cycle as stated by Langley et al (2009) and Kerridge (2012) to illustrate the effectiveness of the chosen interventions. The essay will also discuss the leadership style used, stakeholders involved including issues that impact on the implementation of service improvement. A conclusion will then be

Staffing versus resources is the balance that all organisations face the challenge of meeting and with the current downward trend of budgets it is becoming increasingly the case that this is the main driving force for change of team makeup and of the people that are working within those teams. More is being expected of the individual members of the team in place and for managers to have to make their case for recruitment within a tight decision making framework.

Section 1 – Understand the factors that affect an organisation and the customer service role

The information that follows identifies the Units that form the Chartered Management Institute Level 5 qualifications in Management and Leadership. The Units are set out in a format designed to assist in identifying the presence of your current knowledge, understanding and capability at this level. To achieve best value in competing the document you should refer to your Centre Adviser who will guide you. The outcome of this part of your “Skill Scan” should assist you in the preparation of an action plan for your way forward to successful completion of a qualification programme.

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.

As a Learning and Development Practitioner, I am fully aware of the importance all customers have in any organisation and I need to meet their needs and deliver the promised level of service at all times.

Managers – Require staff who can fulfill their job role efficiently and meet performance targets.

Understanding the nature of teams and the features of the team roles and responsibilities including advantages and disadvantages.

become a world leader in customer satisfaction and quality. We see high customer satisfaction as

4. To recommend on how to build customer satisfaction with regards to customer loyalty and managing customer relationship.