Author: patronellamaroale

  • Task   Questions Description  Mark 
    4  What do you understand by quality movement and quality standards?  6 

     

     

     

     

     

     

     

     

     

     

    Task   Questions Description  Mark 
    5  Differentiate good service from bad service from a quality point of view giving a practical example from a public sector context.  10 

     

     

     

     

     

     

     

     

     

  • Task   Questions Description  Mark 
    1  Describe a customer in the public sector context.  3 

     

     

     

     

     

     

     

     

     

    Task   Questions Description  Mark 
    2  What is customer segmentation and how can it be applied in a public sector context?  5 

     

     

     

     

     

     

     

     

     

     

    Task   Questions Description  Mark 
    3  What are customer needs and describe how you would identify customer needs?  10 

     

     

     

     

     

     

     

     

     

     

  • ASSESSMENT PLAN 

    ASSESSMENT DETAILS 
    Date of Assessment  Option 1  Option 2  Option 3  Option 4 
           
    TIME OF ASSESSMENT 
    Start:    End:   
    VENUE    Contact 

    person 

    		  
    LANGUAGE MEDIUM 

    METHOD OF 

    		  
    METHOD OF ASSESSMENT (please tick off the one to be used) 
    OBSERVATION  ORAL  WRITTEN 
    Simulation    Knowledge test    Knowledge test   
    Product    Interview       

    PRE-ASSESSMENT MEETING CHECKLIST 

    ACTION  YES/NO  COMMENTS 
    Set learner at ease; be friendly, polite, and professional.     
    Explain to the learner and agree on the following issues. 

     

    1. The unit standard that will be assessed 
    1. Date, time, venue, and process to be followed during the assessment. 
    1. Summative assessment tools are to be used for the assessment. 
    1. The assessment plan 
    1. Purpose of assessment 
    		    
    Explain to the learner and agree on the role of all involved during the assessment process.     
    Identify possible barriers and or disabilities of the learner.     
    Explain the meaning and application of.     
    Explain, discuss and provide one complete set of the Appeals process documentation.     
    Explain to the learner when the final result will be available and how feedback will be provided.     
    Discuss previous assessment results if applicable.     

     

    I, ______________________________ (initials and surname of learner), DECLARE THE FOLLOWING: 

     

    A copy of the unit standard(s) involved has been given to me before this meeting. I know I will be assessed against the criteria, which have been set to the applicable unit standards. The criteria have been discussed with me, and the procedures and purpose of the assessment have been clearly explained to me. 

     

    I am well aware of the venue, date, and time that I will be assessed. I consider the period given to me to prepare myself for the assessment to be fair. 

     

    I understand clearly that I have the right to appeal against any decision made by the assessor during the assessment of the evidence provided by me, and that I have free access to the appeals procedures attached to this assessment pack. I understand that I have the right to be accompanied by another person during all procedures and that I have free access to the Training Division of SBV’S Health and Safety Procedures- filed at the offices. 

     

     

    		  
    Signature of learner  Date 

     

  • SELF-ASSESSMENT 

     

    The learner must make use of the following self-evaluation checklist to rate himself against the learning outcomes of this particular training module in establishing the level of mastery of the information. 

    1. Not able to comply
    2. Reasonable compliance (Not acceptable for final evaluation)
    3. Able to comply fully
    LEARNING OUTCOMES  1  2  3 
    1  The importance of business ethics is discussed.       
    2  The need for social responsibility in business is discussed.       
    3  The inter-relationship between business ethics and a code of conduct is discussed.       

     

     

    ASSESSMENT FEEDBACK REPORT 

     

    FACILITATOR FEEDBACK & REMARKS 
     

     

     

     

     

     

     

     

     

    ASSESSMENT JUDGEMENT 
     

    Learner’s Total Mark:                                Requirements met                             Requirements not met  

     
    Action/s required: 

     

     

     

    By when: 

     

    LEARNER FEEDBACK & COMMENTS 
     

     

     

     

     

     

     

     

     

    DECLARATION BY LEARNER 
     

    I, …………………………………………………………………….declare that I am satisfied that the feedback given to me by the Facilitator was relevant, sufficient and done constructively.  I accept the assessment judgment and have no further questions relating to this particular assessment event. 
     

     

    		  
    Learner                                Date  Facilitator                           Date 

     

    DECLARATION BY THE ASSESSOR 
     

    I ………………………………………………………. (Assessor) hereby certify that I have examined the learner workbook and I am satisfied with the Facilitator’s Judgment of this assessment. 
     

     

    		  
    Assessor                               Date  Moderator                          Date 

     

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    Activity  Questions Description  Mark 
    15  Describe a procedure on how you could deal with difficult customers.  10 

     

     

     

     

     

     

     

     

     

    Activity  Questions Description  Mark 
    16  Describe complaint handling procedures within public service processes.  10