customer service unit 1
Content
Customer Service
Unit one: Understanding the organisation (R/506/4854)
Unit 1 Assessment
Assessment
You should use this file to complete your Assessment.
The first thing you need to do is save a copy of this document, either onto your computer or a USB drive
Then work through your Assessment, remembering to save your work regularly
When you’ve finished, print out a copy to keep for reference
Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study
area – make sure it is clearly marked with your name, the course title and the Unit and Assessment
number.
Please note that this Assessment document has 16 pages and is made up of 5 parts.
Name: Faizah Sheikh
Organisation: Which organisation(s) are you basing your answers to this assessment on? If you
are currently working, you may wish to base it on the organisation which employs you.
I select Sainsbury because I am familiar with their work how they operate, stores and
services because I do shopping on routine base.
Can you provide a brief description of this organisation? (Please note you will not be
marked on this; it is simply to provide your tutor with a brief outline.)
Sainsbury is considered as the third largest supermarket in the UK. It was originated in
1869 by John James Sainsbury with her wife Marry Ann. It is the largest retailer and
operates more than 12,000 supermarkets.
Part 1 – Understand the factors that affect an organisation and the customer service role
(maps to Session 1: The role of customer service in organisations)
Learning objective
Place in Assessment
1.1 Describe the products and services of commercial, public
and third sector organisations
Question 1 Page 2
1.2 Describe the differences in customer service between
commercial, public and third sector organisations
Question 2 Page 3
1.3 Outline the role played by the customer service occupation
within the organisation and industry
Question 3 Page 3
1.4 Identify the major competitors of the organisation
Question 4 Page 4
1.5 Identify factors that can affect the reputation of the
organisation
Question 5 Page 4
© Creating Careers Ltd, 2015. All rights reserved.
1
Customer Service
Unit one: Understanding the organisation (R/506/4854)
1. Complete the table below with a description of the products and services for at least
two commercial organisations, public organisations and third sector organisations. [1.1]
Please ensure you provide a description for each organisation, rather than a list.
Organisation type
Name of organisation
Description of products and services
Commercial
organisation
Tesco
Commercial
organisation
Starbucks
Public
organisation
NHS
(National Health
Service)
It is the largest multinational retailer with
more than 3500 stores. They sell
groceries from baby food to alcohol,
clothing, home living range and petrol
stations. They offer both on home
delivery and through the internet. They
also offer financial products such as
insurance and banking services,
telecommunication products and
electrical appliances.
It is an American well known coffee
business company in the world. It is
considered as the best serving and
supplying coffee by maintaining their
high quality standards in the world. They
sell cold and hot beverages. They sell
their whole bean coffee along with fresh
rich brewed coffee, high quality teas and
Italian style espresso beverages etc.
They purchase dark whole bean coffee
from the areas such as Ethiopia, Kenya
etc. Then they roasted in their own plant
and sell them through their company
stores. The Starbucks retail stores
provide the flexible range of options to
add value for the customer according to
their taste preference.
National health service is the public
organisation which is health care funded
system in the Uk.it offer the high variety
of health services that is free for the
resident of UK.NHS get funding directly
from central taxation. They offer dental
services, urgent care, pharmacy, general
physicians, mental heal and hospital
services etc. They help us to provide
access to treatment and care for medical
health purposes.
© Creating Careers Ltd, 2015. All rights reserved.
2
Customer Service
Unit one: Understanding the organisation (R/506/4854)
Public
organisation
Third sector
organisation
Third sector
organisation
Post Office limited
It is the retail post office situated in the
UK. The main purpose of this retail post
office is to provide the things that are
important for you. They offer huge
variety of products and services which
includes postage stamping and banking
to the public by using their wide
branches network. They provide local as
well as government services such as
renewal, new or replacement of
passport, driving licence, parking permit
etc. They offer guarantee and ordinary
services to the UK and international
regions
British Heart foundation It is the well-known charity organisation
in the UK. The main purpose of this
charity is to prevent them from
cardiovascular disease through funds,
research, and care and to create
awareness through campaigns. They
invest funds on the diagnosis and
treatment of heart disease. They rely on
the base of voluntary donations to
achieve their purpose. The main source
of their funds is legacies, voluntary
donation, some proportion % from their
income and profit i.e. they earned
through projects and retail division. The
retail division includes charity gift shops,
furniture shops, local shops and
donating goods etc.
Rehabilitation for
It is the British charity organisation that
Addicted Prisoners Trust helps those people who are addicted to
(RAPT)
drugs and alcohol dependence to
overcome the addiction of drugs and
alcohol both in prison and in the
community. It is considered as the first
facility to provide treatment of drugs in
the prison of UK. They provide highquality standards of alcohol and drugs to
more than 20,000 people. They provide
services within the criminal justice
system and the community. They
provide services to those people who
misuse the drug by providing support
and help them to address their needs so
that they can sustain positivity by
reducing crime.
© Creating Careers Ltd, 2015. All rights reserved.
3
Customer Service
Unit one: Understanding the organisation (R/506/4854)
2. Complete the table below by describing the differences in customer service between
commercial, public and third sector organisations. You should outline customer service
roles in each organisation and highlight the differences in how customer service is carried
out across these organisations. [1.2]
Organisation type
Description of customer service and
the differences between organisations
Commercial
organisation
The main purpose of the commercial organisation is to maximise
profit by offering products and services, according to needs of
customers. This goal can be achieved by using unique selling point
(USP) to create customer loyalty, brand image and increase their
market share. They focus on understanding the customer needs
and wants so that they create products and services to satisfy
customers. These organisations provide various services like
customer care, after sale services, customised sales offer and
home delivery. The objective of these services is to get a
competitive advantage and to earn the profit. For example
SUBWAY providing a unique service to enjoy the customised meal
by adding ingredients according to the taste of the customers.
It is the organisation that is formed by statutory order of parliament.
The government relies on tax collection to operate public
organisations. The basic purpose of the public organisation is to
provide services to the general public. They focus on customer
satisfaction rather than their profit. They focus on identifying the
basic needs of the common person so that they can invest to
provide the benefits to the customer. On the contrary to the
commercial organisation a public organisation focuses on efficient
funds utilization and greater benefits of public. For example In
NHS, the managerial staff will analyse the resources utilised in the
hospital with a number of patients treated.
It is a non-profit organisation which is also known as a social
enterprise. It includes trusts, charities, community groups and
cooperatives. The donors give funds to provide products and
services to the people who are in need. Many third sector
organisations arrange funds by selling donated belongings. For
example in British heart foundation, they sell donated furniture to
raise their money so that they can fight against heart disease. Their
focus is to measure the benefits of their operations in terms of
better lifestyle of needy people. The main focus is to provide
services for the improvement of society and get the higher
confidence of donors. They focus on maintaining the
communication between volunteer and donor through telephone, emails, post, blogs etc. in order to provide the customer service.
They completely depend on donated funds and the volunteer would
be cost effective so that they can cultivate the culture that creates
good will to public.
Public
organisation
Third sector
organisation
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Customer Service
Unit one: Understanding the organisation (R/506/4854)
3. In relation to your current organisation (or one that you are familiar with), outline the
part that customer service plays in this organisation and its industry as a whole. [1.3]
For the organisation, the customer is the king. They put efforts to satisfy customer needs
so that they can survive. The supermarket offers the variety of products and services
based on the customer needs. They identify customer needs so that they bring variations
in their quality and prices of product. For the organisation, they bring continuous
improvement in their customer service as it is challenging for the players of industry to get
competitive advantage. An increase in customer service will increase loyalty and goodwill.
They will evaluate their products and services based on feedback and complaints of the
customer. The customer care services can make the significant difference in the
supermarket business.
4. Who are the major competitors to your current organisation (or one that you are familiar
with)? [1.4]
Tesco and Asda are the major competitors of Sainsbury.
5. Identify at least two factors that could affect the reputation of your current organisation
(or one that you are familiar with). [1.5]
1.
2.
3.
4.
The behaviour of sales assistant staff to customers
Outlet management in terms of placement of products
Shelf life management in terms of expiry date of perishable products
Offering different discounts schemes to attract customers.
Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
Part 2 – Understand employee rights, responsibilities and organisational procedures (maps
to Session 2: Rights, responsibilities and organisation procedures)
Learning objective
Place in Assessment
2.1 State employer and employee rights and responsibilities
under employment law and the importance of having these
Question 1 Page 5
2.2 Detail the employer and employee rights and
responsibilities under the Health and Safety at Work Act
Question 2 Page 6
2.3 Describe the organisation’s procedures for health and
safety and documentation used
Question 3 Page 6
2.4 Outline how the Disability Discrimination Act relates to
employment
Question 4 Page 7
2.5 Identify other key legislation relating to industry and
organisation
2.6 Describe the organisational procedures for equality and
diversity detailing any monitoring and documentation activity
Question 5 Page 7
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Question 6 Page 7
5
Customer Service
Unit one: Understanding the organisation (R/506/4854)
1. Use the table below to give details of employer and employee rights and
responsibilities under employment law and the importance of having these (consider
the importance to the organisation, employees and customers, where relevant). You
should include at least two employer rights / responsibilities and at least two
employee rights / responsibilities in your answer. [2.1]
Rights and responsibilities
Why are they important?
1. Employer
The employer must provide the policy of
safety system and equipment’s in the
workplace to avoid risks. It must be taking
into consideration that the resources that
are used in the organisation are effectively
utilised to avoid misuse.
The employer must introduce the policy to
avoid discrimination issues because of their
race, religion, sex, nationality etc. It should
be avoided in every stage of the
employment process (recruitment and
selection process).They should be treated
on an equal basis.
The employee must take care of their
health by their own, they must be careful in
wearing cloth and jewellery if they are
dealing with machines and equipment’s.
They must follow the rules and regulations
of safety and health and follow them
properly to avoid the risk. The employee
must inform the illness, injuries etc. that
suffers from doing work in that workplace.
They get the proper training to work safely.
The employee must follow and implement
the policies of Equality Act. The employee
must respect each other to create friendly
workplace environment. The employee
should report to the employer if any issue
related to discrimination occurs. The
employee put their efforts to work
effectively and increase their potentials
which contribute in the organisation
performance that is the purpose behind
Equality Act.
Workplace safe and healthy considerations
2. Employer
Equality workplace
1. Employee
Workplace safe and health considerations
2. Employee
Equality workplace
2. Give details of employer and employee rights and responsibilities under the Health and
Safety at Work Act. You should include at least two employer rights / responsibilities
and at least two employee rights / responsibilities in your answer. [2.2]
© Creating Careers Ltd, 2015. All rights reserved.
6
Customer Service
Unit one: Understanding the organisation (R/506/4854)
Who?
Employer
Employer
Employee
Employee
Rights / responsibilities under Health and Safety at Work Act
In order to make the workplace secure, the employer must provide the
written documented policy system of health and safety and to analyse
the risk in the workplace. The employee must give you information
about risk in workplace. Through training and consultation, they will
teach you how to handle this risk.
In an organisation, the employer must know that machines and
equipment that are used in the workplace are safe to use and must
have setup plan for an emergency.
Being an employee, they have to take care of their health. They must
understand the policies of health and safety of their organisation and
implement them. They must take part in the consultation to know how
to deal with this risk.
The employee must discuss their health issues if they have with
management or local authorities.
3. In relation to your current organisation (or one that you are familiar with), describe the
organisation’s procedures for health and safety and any relevant documentation that is
used. [2.3]
If possible, provide relevant health and safety policies / documents from the organisation
to support your answer. These documents should be annotated to highlight the relevant
sections.
In Sainsbury, they focus on providing the health and hygiene environment. All the workers
require acting in accordance to H+B law for health and safety. This law states that all
workers are responsible for health and safety at Work Act1974 (HASAWA). The
organisation enforces this law and the inspector will come and investigate the store of
Sainsbury to identify the risk or unsatisfactory working practices. If they find any problem in
the store then the inspector will send the prohibition notices to close the store, according to
this legislation. They take steps to minimise risk and to manage hazards that are
associated with their working environment. The workers of Sainsbury gets proper training
on the regular basis get them know how to deal with hazards. These training would be
repeated based on worker whether they are new assigned or reassigned. They provide
access to clean toilet facilities. The organisation also observes the code that would be
assigned responsibility to health and safety to top management. They make the food
safety policy in which the product safety management access the quality from the
production till the sale of their product to avoid the risk of food poisoning. The main
purpose of this law is to give protection to employee, customers and Sainsbury reputation.
It will help to avoid the health-related risk.
4. Outline how the Disability Discrimination Act relates to employment. [2.4]
According to this Act, it is illegal to do discrimination against disabled workers due to their
mental and physical abilities. They must make the reasonable adjustments to
accommodate the worker in the work lieu. They provide the shelter against harassment.
This law also covers the maternity legislation.
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7
Customer Service
Unit one: Understanding the organisation (R/506/4854)
5. In addition to the information provided in the questions above, identify the other key
legislation that specifically relates to your chosen organisation and its industry as a
whole. [2.5]
As Sainsbury is the largest retailer and they want to protect the worker by giving them a
good environment. The workers of this retail industry has to follow the H+B law for health
and safety (Work Act1974).they also provide protection to the personal information
according to the Data protection Act 1988.This law avoids misuse of data. They also
amended privacy and electronic communications regulations 2003 to protect the database
which is recorded through email, telephone etc.
6. Describe the procedures followed by your chosen organisation in relation to equality
and diversity. Your answer should include details of any monitoring that takes place and
documentation used to support this monitoring. [2.6]
The Sainsbury developed procedures to make sure the equal employment opportunity.
The organisation launched several programmes to make sure their more than 1000 stores
across the country are free from any discrimination. The inspiring women program
launched to motivate women. The target of programme is not only having more than 33%
women on operating board but also encourage women to achieve top positions in the
board. The Sainsbury is a champion member for race opportunity and providing equal
opportunity to Black Asian Ethnic Minority. The programmes like disabled child trolley
provides relief to disabled customers. The organisation is also an active member of
Paralympic Legacy advisory group to create job opportunities for disabled workers.
Now that you have completed part 2 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
Part 3 – Understand career pathways within customer service
(Maps to Session 3: Career pathways within customer service)
Learning objective
Place in Assessment
3.1 Describe the main career pathways available within a
customer service role
Question 1 Page 8
3.2 Identify sources of information and advice available on the
customer service industry, occupations and career progression
Question 2 Page 8
3.3 Identify methods of learning available in the organisation to Question 3 Page 9
assist in career progression
3.4 Identify the procedure for accessing formal learning
programmes and the procedure for challenging refusal if
available
3.5 Explain how new customer service situations can aid selfdevelopment and career progression
Question 4 Page 9
Question 5 Page 10
1. Describe at least two different types of career pathways that may be available within a
customer service role. [3.1]
© Creating Careers Ltd, 2015. All rights reserved.
8
Customer Service
Unit one: Understanding the organisation (R/506/4854)
The one type of reservation pathway is through Food assistant service. He is the one who
is responsible to serve food and clean the tables. The next stage is an assistant cook who
is in charge to preparation and presentation of food with the help of other cook and food
assistant services. The assistant cook is assisted by Head cook who is responsible to
manage kitchen activities. The Head cook is supported by catering manager who is in
charge of production of food and services. He is the one who manages, organises and
give appropriate training to team (service). He also does work in the budget.
The other type of career pathway is through reservations. It is the initial level at which they
deal with immediate requests and handle paperwork related to the reservation. They are in
charge to take reservations on email and telephone. It is the duty to greet customers on
arrival and check customers in and out of the hotel and give information on local facilities
and accommodation to the customers. They cooperate with other departments to give
information related to the requirement of customers. The reservation is assisted by the
housekeeping department. Through housekeeping department, the reservation will know
which room is occupied or vacant. The next stage is reservation supervisor who will
manage the requests of the important client and monitor the receptionists whether it is part
time or full time. They are responsible to assist the head of the department for agencies
and groups in compiling the contracts. The final stage is Reservation manager. He is the
one who is responsible to manage reservation department and give high quality of
services to the customer. He must be update reservation system on a continuous basis.
2. Identify a range of sources where a person can find information and advice on the
customer service industry, occupations and career progression. [3.2]
Information relating to:
Customer service industry
Occupation
Career progression
Source(s)
Existing employee, Internet, Intranet of an
organisation, prospectus of an organisation.
Consultants, counsellor, professional institutes, trade
associations.
Supervisor, administrator, handbook of an
organisation
3. In your current organisation (or one that you are familiar with), what methods of
learning are available to help with career progression? [3.3]
In Sainsbury, they offer an NQV courses that will help to enhance their skills and get a
qualification so that they can be promoted. They also offer proper training to an employee.
They train their store managers and team leaders to improve their behavioural and
technical skills. They invest in training to encourage employees to bring improvement in
their skills. Sainsbury is the only one food retailer that gave the gold by people and
investors for giving good training opportunities. They introduced colleges such as
Sainsbury Food College and convenience training college. They also offer web-based
courses, workshops and apprenticeships.
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9
Customer Service
Unit one: Understanding the organisation (R/506/4854)
4. In your current organisation (or one that you are familiar with), what is the procedure for
accessing formal learning programmes? What is the procedure if an application for access
to learning is refused? [3.4]
If possible, provide relevant organisational procedures to support your answer. These
documents should be annotated to highlight the relevant sections.
The Sainsbury is launching a nationally recognised qualification scheme for the formal
education of more than 150000 employees. According to targets, the scheme will enable at
least 25% of the work force to attend next level qualification in next five years. All the
employees will be assessed on the basis of skills and capabilities related to conducting
with formal education as well as on job training.
In particular if any employee is refused to get formal education based on
underperformance either in job training or informal education then a complete feedback
from instructors will help employees to improve his or her chances in the next session.
5. Explain how new customer service situations can help with self-development and
career progression. [3.5]
New Customer service situation is referring as the new challenging situation in which
responds differently based on their skills. Through the experience of customer service
situation, it will help to develop and enhance their skills. It will help them to understand
customer’s needs, wants, perception etc. as every customer communicates differently. By
understanding customer perception, they can handle the new situation effectively. When
they are dealing with the customer service situation, their skills are developed and will
learn how to negotiate and solve the issues of customers. Based on experience and
knowledge of customer service situations, it will help to understand which right skill has to
apply practically in dealing with customers. When the experience of the customer service
situation is increased, they will be more expert and more confidently handle this situation
effectively. The experience is most important in order to survive in the competitive
environment.
Now that you have completed part 3 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
Part 4 – Understand how employees are supported within the customer service role (maps
to Session 4: Support for customer service employees)
Learning objective
4.1 Identify sources of information and advice on
employment rights and responsibilities
© Creating Careers Ltd, 2015. All rights reserved.
Place in Assessment
Question 1 Page 11
10
Customer Service
Unit one: Understanding the organisation (R/506/4854)
4.2 Identify types of representative body related to the
industry
Question 2 Page 11
4.3 Detail the main roles and responsibilities of each
representative body and their relevance to the industry
Question 2 Page 11
4.4 Outline sources of support for their role within the
organisation to include issues relating to:
Question 3 Page 12
Equality
Health and safety
Career progression
1. Identify a range of sources where a person can find information and advice on
employment rights and responsibilities. You should identify at least three sources of
information in your answer. [4.1]
1-Equality Advisory and support services are the helpline advisors that will assist the
problems related to human rights and equality across wales, Scotland and England. It is
managed on the behalf of Equality and Human rights commission. For example in a
restaurant, the pregnant women is not allowed to breastfeed her baby in the restaurant but
she is advised to breastfeed her baby in the toilet. The contact number of their advice line
is 0808-800-0082. They do not provide legal advice but they provide the advice related to
equality Act2010 and human right Act1998.
(Source: http://www.equalityadvisoryservice.com/)
2-Citizens Advice Services provide the services that will help the people to resolve their
issues. It is considered as a largest service provider in the UK. They are dealing with the
issue to debt, money, consumer, housing, discrimination, tax etc. It is the national body for
Bureaux and has its own charities in England and wales. They provide services online at
Adviceguide.org.uk. Their contact number is 03444111444
(Source: www.citizensadvice.org.uk.com)
3. Pay and Work Rights Helpline is the helpline service that provides on government
employment rights. It will provide the information and advice related to work rights and
basic pay Including the agency standards and national minimum wage. They also with the
complaints
related
to
basic
pay
and
works
right
at
this
website
www.payandworkrights.direct.gov.uk and their contact details are 0800-917-2368.
(Source: www.tuc.org.uk/employment-rights/)
3. Complete the table below, identifying the representative bodies related to your
chosen organisation / industry. You should also include details of the main roles and
responsibilities of these bodies and their relevance to the organisation / industry. [4.2]
[4.3]
Representative body
Roles and responsibilities Relevance
© Creating Careers Ltd, 2015. All rights reserved.
11
Customer Service
Unit one: Understanding the organisation (R/506/4854)
British Retail Consortium
National Grocers
Association
Food industry Association
executives
It is a representative
organization in the retail
industry mainly associated
with the task to make the
industry better. The basic
purpose is to provide more
information by developing a
database.
The
representative organization
is working for making the
retail industry a better place
for work.
It represents the nation
trade association in which
the grocers of wholesale
and retail consist of food
distribution industry. The
basic purpose is to promote
diversity in the marketplace
and
they
make
the
wholesaler and retailer
independent to serve the
better consumer services
with the support of their
programs, policies and
services.
It represents the national
professional association of
local, state and regional
food associations that
represent over 95 percent
of grocery retail industry.
The main purpose is to
provide the forum for the
professional growth of
employees and bring
advancement and
interchange of ideas in the
food industry.
Being a large retailer
Sainsbury is working with
BRC to provide better
facilities to employees and
information
to
general
public.
Being a larger retailer,
Sainsbury is working with
NGA to provide the best
outsourcing their services
and it will help to promote
diversity in the marketplace.
Being a retailer, Sainsbury
works with Food industry
Association executives to
provide ideas and
advancement in the food
industry.
3. For a customer service role in your current organisation (or one that you are familiar
with), use the table below to provide details of the support that is available in relation to the
following issues:
a) Equality
b) Health and safety
c) Career progression [4.4]
Issue
Sources of support
© Creating Careers Ltd, 2015. All rights reserved.
12
Customer Service
Unit one: Understanding the organisation (R/506/4854)
a) Equality
In Sainsbury, they promote the equality by providing many
opportunities to enhance their skills. They offer many training
programs and workshop to develop their skills. They recently
launched new diversity champion’s programme and signed up
NES (National Equality Standard) to bring improvement in
discrimination and diversity related issues. Through these
programs, they train the employee how to deal the issues related
to discrimination. They provide the handbook of organisation in
which they provide the details of legislation, website and frontline
managers and their human resource departments are available
to provide the support.
b) Health and
safety
The Sainsbury follow Big H+S law for health and safety policy.
Their policy is available at the handbook of organisation,
company website, organisation intranet and the human resource
involvement to provide the support of health and safety. They
also offer course qualification in health and safety.
c) Career
progression
In Sainsbury, they offer the course and the trainings that will
contribute on individual long-term career progress. They provide
information in their website, a booklet of an organisation and HR
is also involved to help them how to use skills practically. The
front line manager will help them to understand organisation
culture and legislation.
Now that you have completed part 4 of your Assessment, remember to save the work you have
done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
Part 5 – Know the organisation’s policies and procedures
(Maps to Session 5: Policies and procedures)
Please answer all of the questions in this part in relation to your current
organisation (or one that you are familiar with).
Learning objective
5.1 Describe the main principles, policies and procedures
of their organisation and its documentation
Place in Assessment
Question 1 Page 14
5.2 Explain how the organisation’s principles are
disseminated to employees
Question 2 Page 15
© Creating Careers Ltd, 2015. All rights reserved.
13
Customer Service
Unit one: Understanding the organisation (R/506/4854)
5.3 Outline relevant policies and codes of practice
adopted by the organisation and how employees are
made aware of these
5.4 Explain how employees are consulted on changes to
the principles, procedures and policies within the
organisation
5.5 Identify issues of public concern relating to their
industry and organisation and how these are dealt with
Question 3 Page 15
Question 4 Page 15
Question 5 Page 16
1. Use the table below to describe the main principles, policies and procedures of your
chosen organisation. You should also include details of documentation used to support
these principles, policies and procedures. [5.1]
Description
Principles
Policies
Procedures
In Sainsbury, they provide the quality
of products with wide choices at
reasonable prices and make the
customer lives with easiness. They
want to be most trusted retailer so that
the customer will love to do shopping
there.
Colleague discount card
Annual bonus scheme
Pension
Share save (SAYE)
Sainsbury Share purchase plan
(SSPP)
Sainsbury Social Association
Colleague Recognition Scheme
Awards for long service
Season Ticket loans
Childcare Vouchers
Health and Safety at
Work Act 1974 (HASAWA)
Data protection Act 1988
Refund and return policies
If customers want to return the
product then they will be refunded or
exchanged the product within 7
working days along with receipt under
the Return and Refund policy. In case
of fire, evacuation process occurs.
They appreciate the feedback given
by the customer on their website.
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Supporting documentation
Company website
www.sainsbury.co.uk
Handbook of Sainsbury
Company website
www.sainsbury.co.uk
14
Customer Service
Unit one: Understanding the organisation (R/506/4854)
2. How are the organisation’s principles communicated to employees? Explain this below.
[5.2]
The Sainsbury communicate to employees on websites and online content make it
accessible for them. Through mission and vision statement of organisation, they
communicate the principles with an employee. Through handbook, intranet, terms and
conditions of an employee contract, noticeboard and on job assessment standards and
training program they communicate the principles of an organisation. The Human resource
department also helps to communicate principle with an employee in the process of
recruitment during an interview; the employer reviews all principles to get the feedback.
4. Outline the policies and codes of practice that are adopted by the organisation. How
employees are made aware of these policies and codes of practice? [5.3]
The code of operations is focused on following standards of services to provide
higher value to customers. The Organisation focus on following policies and code of
practice;
The customer privacy must be maintained and information must not be shared with
anyone.
The pricing of products should be clearly visible and well communicated
The quality of products and food items must be ensured at every category of
products.
Customer care is the priority at all levels of Sainsbury. Customer must be aware of
terms and conditions related to services It follow return and refund policy in case of
any dissatisfaction associated with their products.
They create awareness about the policies and code of practice through the handbook of
an organisation, human resource department, line manager, intranet and meeting of an
organisation.
4. Explain how employees are involved with and consulted on changes to the principles,
procedures and policies within the organisation. [5.4]
It is difficult to bring change in principles, policies and procedures of an organisation
because it requires huge planning, consultation and implementation. If the manager wants
to bring changes in the principles, procedures and policies of an organization then they
should discuss with the human resource manager because the minor change in policies or
principle will affect the organization. Through questionnaires and workshops, the employee
will involve by giving their opinion and responses. The employee will be involved in
consultation to create awareness about the change. The information of change is passed
from the Head of the department to the front line manager. It makes the written document
accessible so that the employee will know these changes and reasons behind these
changes in the policy, principle and procedures. The organisation also used the intranet to
convey the changes in the organisation policy, procedures and principles. An Intranet is
the best way to consult the employees.
5. Use the table below to identify issues of public concern relating to the industry and
organisation, and describe how these issues are addressed / dealt with. [5.5]
Issues of public concern
© Creating Careers Ltd, 2015. All rights reserved.
How they are addressed / dealt with
15
Customer Service
Unit one: Understanding the organisation (R/506/4854)
Pricing of product and services
Customer data protection
Life of product
Sainsbury shift to mid-low pricing strategy
because of huge demand of customers.
They are reducing the price of about 12000
products over 18 months. Through mid-low
pricing strategy, they make the customer
easier to purchase product.
It is committed to protecting the personal
data of the customer, according to data
protection Act1988. Sainsbury uses the
information to the well-known reputable
agency to process the personal information.
There is strict security for the protection of
data to avoid fraud or misuse.
The Sainsbury are committed to checking
the quality of the product. They have the
trainer who will check the validity and expiry
date of the product to avoid issues related
to health.
Once you have completed all 5 parts of this Assessment, go to www.vision2learn.com and
send your work to your tutor for marking. Log in to the platform and send your Assessment
to your tutor via your My Study page for marking. Good luck!
© Creating Careers Ltd, 2015. All rights reserved.
16
Unit one: Understanding the organisation (R/506/4854)
Unit 1 Assessment
Assessment
You should use this file to complete your Assessment.
The first thing you need to do is save a copy of this document, either onto your computer or a USB drive
Then work through your Assessment, remembering to save your work regularly
When you’ve finished, print out a copy to keep for reference
Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study
area – make sure it is clearly marked with your name, the course title and the Unit and Assessment
number.
Please note that this Assessment document has 16 pages and is made up of 5 parts.
Name: Faizah Sheikh
Organisation: Which organisation(s) are you basing your answers to this assessment on? If you
are currently working, you may wish to base it on the organisation which employs you.
I select Sainsbury because I am familiar with their work how they operate, stores and
services because I do shopping on routine base.
Can you provide a brief description of this organisation? (Please note you will not be
marked on this; it is simply to provide your tutor with a brief outline.)
Sainsbury is considered as the third largest supermarket in the UK. It was originated in
1869 by John James Sainsbury with her wife Marry Ann. It is the largest retailer and
operates more than 12,000 supermarkets.
Part 1 – Understand the factors that affect an organisation and the customer service role
(maps to Session 1: The role of customer service in organisations)
Learning objective
Place in Assessment
1.1 Describe the products and services of commercial, public
and third sector organisations
Question 1 Page 2
1.2 Describe the differences in customer service between
commercial, public and third sector organisations
Question 2 Page 3
1.3 Outline the role played by the customer service occupation
within the organisation and industry
Question 3 Page 3
1.4 Identify the major competitors of the organisation
Question 4 Page 4
1.5 Identify factors that can affect the reputation of the
organisation
Question 5 Page 4
© Creating Careers Ltd, 2015. All rights reserved.
1
Customer Service
Unit one: Understanding the organisation (R/506/4854)
1. Complete the table below with a description of the products and services for at least
two commercial organisations, public organisations and third sector organisations. [1.1]
Please ensure you provide a description for each organisation, rather than a list.
Organisation type
Name of organisation
Description of products and services
Commercial
organisation
Tesco
Commercial
organisation
Starbucks
Public
organisation
NHS
(National Health
Service)
It is the largest multinational retailer with
more than 3500 stores. They sell
groceries from baby food to alcohol,
clothing, home living range and petrol
stations. They offer both on home
delivery and through the internet. They
also offer financial products such as
insurance and banking services,
telecommunication products and
electrical appliances.
It is an American well known coffee
business company in the world. It is
considered as the best serving and
supplying coffee by maintaining their
high quality standards in the world. They
sell cold and hot beverages. They sell
their whole bean coffee along with fresh
rich brewed coffee, high quality teas and
Italian style espresso beverages etc.
They purchase dark whole bean coffee
from the areas such as Ethiopia, Kenya
etc. Then they roasted in their own plant
and sell them through their company
stores. The Starbucks retail stores
provide the flexible range of options to
add value for the customer according to
their taste preference.
National health service is the public
organisation which is health care funded
system in the Uk.it offer the high variety
of health services that is free for the
resident of UK.NHS get funding directly
from central taxation. They offer dental
services, urgent care, pharmacy, general
physicians, mental heal and hospital
services etc. They help us to provide
access to treatment and care for medical
health purposes.
© Creating Careers Ltd, 2015. All rights reserved.
2
Customer Service
Unit one: Understanding the organisation (R/506/4854)
Public
organisation
Third sector
organisation
Third sector
organisation
Post Office limited
It is the retail post office situated in the
UK. The main purpose of this retail post
office is to provide the things that are
important for you. They offer huge
variety of products and services which
includes postage stamping and banking
to the public by using their wide
branches network. They provide local as
well as government services such as
renewal, new or replacement of
passport, driving licence, parking permit
etc. They offer guarantee and ordinary
services to the UK and international
regions
British Heart foundation It is the well-known charity organisation
in the UK. The main purpose of this
charity is to prevent them from
cardiovascular disease through funds,
research, and care and to create
awareness through campaigns. They
invest funds on the diagnosis and
treatment of heart disease. They rely on
the base of voluntary donations to
achieve their purpose. The main source
of their funds is legacies, voluntary
donation, some proportion % from their
income and profit i.e. they earned
through projects and retail division. The
retail division includes charity gift shops,
furniture shops, local shops and
donating goods etc.
Rehabilitation for
It is the British charity organisation that
Addicted Prisoners Trust helps those people who are addicted to
(RAPT)
drugs and alcohol dependence to
overcome the addiction of drugs and
alcohol both in prison and in the
community. It is considered as the first
facility to provide treatment of drugs in
the prison of UK. They provide highquality standards of alcohol and drugs to
more than 20,000 people. They provide
services within the criminal justice
system and the community. They
provide services to those people who
misuse the drug by providing support
and help them to address their needs so
that they can sustain positivity by
reducing crime.
© Creating Careers Ltd, 2015. All rights reserved.
3
Customer Service
Unit one: Understanding the organisation (R/506/4854)
2. Complete the table below by describing the differences in customer service between
commercial, public and third sector organisations. You should outline customer service
roles in each organisation and highlight the differences in how customer service is carried
out across these organisations. [1.2]
Organisation type
Description of customer service and
the differences between organisations
Commercial
organisation
The main purpose of the commercial organisation is to maximise
profit by offering products and services, according to needs of
customers. This goal can be achieved by using unique selling point
(USP) to create customer loyalty, brand image and increase their
market share. They focus on understanding the customer needs
and wants so that they create products and services to satisfy
customers. These organisations provide various services like
customer care, after sale services, customised sales offer and
home delivery. The objective of these services is to get a
competitive advantage and to earn the profit. For example
SUBWAY providing a unique service to enjoy the customised meal
by adding ingredients according to the taste of the customers.
It is the organisation that is formed by statutory order of parliament.
The government relies on tax collection to operate public
organisations. The basic purpose of the public organisation is to
provide services to the general public. They focus on customer
satisfaction rather than their profit. They focus on identifying the
basic needs of the common person so that they can invest to
provide the benefits to the customer. On the contrary to the
commercial organisation a public organisation focuses on efficient
funds utilization and greater benefits of public. For example In
NHS, the managerial staff will analyse the resources utilised in the
hospital with a number of patients treated.
It is a non-profit organisation which is also known as a social
enterprise. It includes trusts, charities, community groups and
cooperatives. The donors give funds to provide products and
services to the people who are in need. Many third sector
organisations arrange funds by selling donated belongings. For
example in British heart foundation, they sell donated furniture to
raise their money so that they can fight against heart disease. Their
focus is to measure the benefits of their operations in terms of
better lifestyle of needy people. The main focus is to provide
services for the improvement of society and get the higher
confidence of donors. They focus on maintaining the
communication between volunteer and donor through telephone, emails, post, blogs etc. in order to provide the customer service.
They completely depend on donated funds and the volunteer would
be cost effective so that they can cultivate the culture that creates
good will to public.
Public
organisation
Third sector
organisation
© Creating Careers Ltd, 2015. All rights reserved.
4
Customer Service
Unit one: Understanding the organisation (R/506/4854)
3. In relation to your current organisation (or one that you are familiar with), outline the
part that customer service plays in this organisation and its industry as a whole. [1.3]
For the organisation, the customer is the king. They put efforts to satisfy customer needs
so that they can survive. The supermarket offers the variety of products and services
based on the customer needs. They identify customer needs so that they bring variations
in their quality and prices of product. For the organisation, they bring continuous
improvement in their customer service as it is challenging for the players of industry to get
competitive advantage. An increase in customer service will increase loyalty and goodwill.
They will evaluate their products and services based on feedback and complaints of the
customer. The customer care services can make the significant difference in the
supermarket business.
4. Who are the major competitors to your current organisation (or one that you are familiar
with)? [1.4]
Tesco and Asda are the major competitors of Sainsbury.
5. Identify at least two factors that could affect the reputation of your current organisation
(or one that you are familiar with). [1.5]
1.
2.
3.
4.
The behaviour of sales assistant staff to customers
Outlet management in terms of placement of products
Shelf life management in terms of expiry date of perishable products
Offering different discounts schemes to attract customers.
Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
Part 2 – Understand employee rights, responsibilities and organisational procedures (maps
to Session 2: Rights, responsibilities and organisation procedures)
Learning objective
Place in Assessment
2.1 State employer and employee rights and responsibilities
under employment law and the importance of having these
Question 1 Page 5
2.2 Detail the employer and employee rights and
responsibilities under the Health and Safety at Work Act
Question 2 Page 6
2.3 Describe the organisation’s procedures for health and
safety and documentation used
Question 3 Page 6
2.4 Outline how the Disability Discrimination Act relates to
employment
Question 4 Page 7
2.5 Identify other key legislation relating to industry and
organisation
2.6 Describe the organisational procedures for equality and
diversity detailing any monitoring and documentation activity
Question 5 Page 7
© Creating Careers Ltd, 2015. All rights reserved.
Question 6 Page 7
5
Customer Service
Unit one: Understanding the organisation (R/506/4854)
1. Use the table below to give details of employer and employee rights and
responsibilities under employment law and the importance of having these (consider
the importance to the organisation, employees and customers, where relevant). You
should include at least two employer rights / responsibilities and at least two
employee rights / responsibilities in your answer. [2.1]
Rights and responsibilities
Why are they important?
1. Employer
The employer must provide the policy of
safety system and equipment’s in the
workplace to avoid risks. It must be taking
into consideration that the resources that
are used in the organisation are effectively
utilised to avoid misuse.
The employer must introduce the policy to
avoid discrimination issues because of their
race, religion, sex, nationality etc. It should
be avoided in every stage of the
employment process (recruitment and
selection process).They should be treated
on an equal basis.
The employee must take care of their
health by their own, they must be careful in
wearing cloth and jewellery if they are
dealing with machines and equipment’s.
They must follow the rules and regulations
of safety and health and follow them
properly to avoid the risk. The employee
must inform the illness, injuries etc. that
suffers from doing work in that workplace.
They get the proper training to work safely.
The employee must follow and implement
the policies of Equality Act. The employee
must respect each other to create friendly
workplace environment. The employee
should report to the employer if any issue
related to discrimination occurs. The
employee put their efforts to work
effectively and increase their potentials
which contribute in the organisation
performance that is the purpose behind
Equality Act.
Workplace safe and healthy considerations
2. Employer
Equality workplace
1. Employee
Workplace safe and health considerations
2. Employee
Equality workplace
2. Give details of employer and employee rights and responsibilities under the Health and
Safety at Work Act. You should include at least two employer rights / responsibilities
and at least two employee rights / responsibilities in your answer. [2.2]
© Creating Careers Ltd, 2015. All rights reserved.
6
Customer Service
Unit one: Understanding the organisation (R/506/4854)
Who?
Employer
Employer
Employee
Employee
Rights / responsibilities under Health and Safety at Work Act
In order to make the workplace secure, the employer must provide the
written documented policy system of health and safety and to analyse
the risk in the workplace. The employee must give you information
about risk in workplace. Through training and consultation, they will
teach you how to handle this risk.
In an organisation, the employer must know that machines and
equipment that are used in the workplace are safe to use and must
have setup plan for an emergency.
Being an employee, they have to take care of their health. They must
understand the policies of health and safety of their organisation and
implement them. They must take part in the consultation to know how
to deal with this risk.
The employee must discuss their health issues if they have with
management or local authorities.
3. In relation to your current organisation (or one that you are familiar with), describe the
organisation’s procedures for health and safety and any relevant documentation that is
used. [2.3]
If possible, provide relevant health and safety policies / documents from the organisation
to support your answer. These documents should be annotated to highlight the relevant
sections.
In Sainsbury, they focus on providing the health and hygiene environment. All the workers
require acting in accordance to H+B law for health and safety. This law states that all
workers are responsible for health and safety at Work Act1974 (HASAWA). The
organisation enforces this law and the inspector will come and investigate the store of
Sainsbury to identify the risk or unsatisfactory working practices. If they find any problem in
the store then the inspector will send the prohibition notices to close the store, according to
this legislation. They take steps to minimise risk and to manage hazards that are
associated with their working environment. The workers of Sainsbury gets proper training
on the regular basis get them know how to deal with hazards. These training would be
repeated based on worker whether they are new assigned or reassigned. They provide
access to clean toilet facilities. The organisation also observes the code that would be
assigned responsibility to health and safety to top management. They make the food
safety policy in which the product safety management access the quality from the
production till the sale of their product to avoid the risk of food poisoning. The main
purpose of this law is to give protection to employee, customers and Sainsbury reputation.
It will help to avoid the health-related risk.
4. Outline how the Disability Discrimination Act relates to employment. [2.4]
According to this Act, it is illegal to do discrimination against disabled workers due to their
mental and physical abilities. They must make the reasonable adjustments to
accommodate the worker in the work lieu. They provide the shelter against harassment.
This law also covers the maternity legislation.
© Creating Careers Ltd, 2015. All rights reserved.
7
Customer Service
Unit one: Understanding the organisation (R/506/4854)
5. In addition to the information provided in the questions above, identify the other key
legislation that specifically relates to your chosen organisation and its industry as a
whole. [2.5]
As Sainsbury is the largest retailer and they want to protect the worker by giving them a
good environment. The workers of this retail industry has to follow the H+B law for health
and safety (Work Act1974).they also provide protection to the personal information
according to the Data protection Act 1988.This law avoids misuse of data. They also
amended privacy and electronic communications regulations 2003 to protect the database
which is recorded through email, telephone etc.
6. Describe the procedures followed by your chosen organisation in relation to equality
and diversity. Your answer should include details of any monitoring that takes place and
documentation used to support this monitoring. [2.6]
The Sainsbury developed procedures to make sure the equal employment opportunity.
The organisation launched several programmes to make sure their more than 1000 stores
across the country are free from any discrimination. The inspiring women program
launched to motivate women. The target of programme is not only having more than 33%
women on operating board but also encourage women to achieve top positions in the
board. The Sainsbury is a champion member for race opportunity and providing equal
opportunity to Black Asian Ethnic Minority. The programmes like disabled child trolley
provides relief to disabled customers. The organisation is also an active member of
Paralympic Legacy advisory group to create job opportunities for disabled workers.
Now that you have completed part 2 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
Part 3 – Understand career pathways within customer service
(Maps to Session 3: Career pathways within customer service)
Learning objective
Place in Assessment
3.1 Describe the main career pathways available within a
customer service role
Question 1 Page 8
3.2 Identify sources of information and advice available on the
customer service industry, occupations and career progression
Question 2 Page 8
3.3 Identify methods of learning available in the organisation to Question 3 Page 9
assist in career progression
3.4 Identify the procedure for accessing formal learning
programmes and the procedure for challenging refusal if
available
3.5 Explain how new customer service situations can aid selfdevelopment and career progression
Question 4 Page 9
Question 5 Page 10
1. Describe at least two different types of career pathways that may be available within a
customer service role. [3.1]
© Creating Careers Ltd, 2015. All rights reserved.
8
Customer Service
Unit one: Understanding the organisation (R/506/4854)
The one type of reservation pathway is through Food assistant service. He is the one who
is responsible to serve food and clean the tables. The next stage is an assistant cook who
is in charge to preparation and presentation of food with the help of other cook and food
assistant services. The assistant cook is assisted by Head cook who is responsible to
manage kitchen activities. The Head cook is supported by catering manager who is in
charge of production of food and services. He is the one who manages, organises and
give appropriate training to team (service). He also does work in the budget.
The other type of career pathway is through reservations. It is the initial level at which they
deal with immediate requests and handle paperwork related to the reservation. They are in
charge to take reservations on email and telephone. It is the duty to greet customers on
arrival and check customers in and out of the hotel and give information on local facilities
and accommodation to the customers. They cooperate with other departments to give
information related to the requirement of customers. The reservation is assisted by the
housekeeping department. Through housekeeping department, the reservation will know
which room is occupied or vacant. The next stage is reservation supervisor who will
manage the requests of the important client and monitor the receptionists whether it is part
time or full time. They are responsible to assist the head of the department for agencies
and groups in compiling the contracts. The final stage is Reservation manager. He is the
one who is responsible to manage reservation department and give high quality of
services to the customer. He must be update reservation system on a continuous basis.
2. Identify a range of sources where a person can find information and advice on the
customer service industry, occupations and career progression. [3.2]
Information relating to:
Customer service industry
Occupation
Career progression
Source(s)
Existing employee, Internet, Intranet of an
organisation, prospectus of an organisation.
Consultants, counsellor, professional institutes, trade
associations.
Supervisor, administrator, handbook of an
organisation
3. In your current organisation (or one that you are familiar with), what methods of
learning are available to help with career progression? [3.3]
In Sainsbury, they offer an NQV courses that will help to enhance their skills and get a
qualification so that they can be promoted. They also offer proper training to an employee.
They train their store managers and team leaders to improve their behavioural and
technical skills. They invest in training to encourage employees to bring improvement in
their skills. Sainsbury is the only one food retailer that gave the gold by people and
investors for giving good training opportunities. They introduced colleges such as
Sainsbury Food College and convenience training college. They also offer web-based
courses, workshops and apprenticeships.
© Creating Careers Ltd, 2015. All rights reserved.
9
Customer Service
Unit one: Understanding the organisation (R/506/4854)
4. In your current organisation (or one that you are familiar with), what is the procedure for
accessing formal learning programmes? What is the procedure if an application for access
to learning is refused? [3.4]
If possible, provide relevant organisational procedures to support your answer. These
documents should be annotated to highlight the relevant sections.
The Sainsbury is launching a nationally recognised qualification scheme for the formal
education of more than 150000 employees. According to targets, the scheme will enable at
least 25% of the work force to attend next level qualification in next five years. All the
employees will be assessed on the basis of skills and capabilities related to conducting
with formal education as well as on job training.
In particular if any employee is refused to get formal education based on
underperformance either in job training or informal education then a complete feedback
from instructors will help employees to improve his or her chances in the next session.
5. Explain how new customer service situations can help with self-development and
career progression. [3.5]
New Customer service situation is referring as the new challenging situation in which
responds differently based on their skills. Through the experience of customer service
situation, it will help to develop and enhance their skills. It will help them to understand
customer’s needs, wants, perception etc. as every customer communicates differently. By
understanding customer perception, they can handle the new situation effectively. When
they are dealing with the customer service situation, their skills are developed and will
learn how to negotiate and solve the issues of customers. Based on experience and
knowledge of customer service situations, it will help to understand which right skill has to
apply practically in dealing with customers. When the experience of the customer service
situation is increased, they will be more expert and more confidently handle this situation
effectively. The experience is most important in order to survive in the competitive
environment.
Now that you have completed part 3 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
Part 4 – Understand how employees are supported within the customer service role (maps
to Session 4: Support for customer service employees)
Learning objective
4.1 Identify sources of information and advice on
employment rights and responsibilities
© Creating Careers Ltd, 2015. All rights reserved.
Place in Assessment
Question 1 Page 11
10
Customer Service
Unit one: Understanding the organisation (R/506/4854)
4.2 Identify types of representative body related to the
industry
Question 2 Page 11
4.3 Detail the main roles and responsibilities of each
representative body and their relevance to the industry
Question 2 Page 11
4.4 Outline sources of support for their role within the
organisation to include issues relating to:
Question 3 Page 12
Equality
Health and safety
Career progression
1. Identify a range of sources where a person can find information and advice on
employment rights and responsibilities. You should identify at least three sources of
information in your answer. [4.1]
1-Equality Advisory and support services are the helpline advisors that will assist the
problems related to human rights and equality across wales, Scotland and England. It is
managed on the behalf of Equality and Human rights commission. For example in a
restaurant, the pregnant women is not allowed to breastfeed her baby in the restaurant but
she is advised to breastfeed her baby in the toilet. The contact number of their advice line
is 0808-800-0082. They do not provide legal advice but they provide the advice related to
equality Act2010 and human right Act1998.
(Source: http://www.equalityadvisoryservice.com/)
2-Citizens Advice Services provide the services that will help the people to resolve their
issues. It is considered as a largest service provider in the UK. They are dealing with the
issue to debt, money, consumer, housing, discrimination, tax etc. It is the national body for
Bureaux and has its own charities in England and wales. They provide services online at
Adviceguide.org.uk. Their contact number is 03444111444
(Source: www.citizensadvice.org.uk.com)
3. Pay and Work Rights Helpline is the helpline service that provides on government
employment rights. It will provide the information and advice related to work rights and
basic pay Including the agency standards and national minimum wage. They also with the
complaints
related
to
basic
pay
and
works
right
at
this
website
www.payandworkrights.direct.gov.uk and their contact details are 0800-917-2368.
(Source: www.tuc.org.uk/employment-rights/)
3. Complete the table below, identifying the representative bodies related to your
chosen organisation / industry. You should also include details of the main roles and
responsibilities of these bodies and their relevance to the organisation / industry. [4.2]
[4.3]
Representative body
Roles and responsibilities Relevance
© Creating Careers Ltd, 2015. All rights reserved.
11
Customer Service
Unit one: Understanding the organisation (R/506/4854)
British Retail Consortium
National Grocers
Association
Food industry Association
executives
It is a representative
organization in the retail
industry mainly associated
with the task to make the
industry better. The basic
purpose is to provide more
information by developing a
database.
The
representative organization
is working for making the
retail industry a better place
for work.
It represents the nation
trade association in which
the grocers of wholesale
and retail consist of food
distribution industry. The
basic purpose is to promote
diversity in the marketplace
and
they
make
the
wholesaler and retailer
independent to serve the
better consumer services
with the support of their
programs, policies and
services.
It represents the national
professional association of
local, state and regional
food associations that
represent over 95 percent
of grocery retail industry.
The main purpose is to
provide the forum for the
professional growth of
employees and bring
advancement and
interchange of ideas in the
food industry.
Being a large retailer
Sainsbury is working with
BRC to provide better
facilities to employees and
information
to
general
public.
Being a larger retailer,
Sainsbury is working with
NGA to provide the best
outsourcing their services
and it will help to promote
diversity in the marketplace.
Being a retailer, Sainsbury
works with Food industry
Association executives to
provide ideas and
advancement in the food
industry.
3. For a customer service role in your current organisation (or one that you are familiar
with), use the table below to provide details of the support that is available in relation to the
following issues:
a) Equality
b) Health and safety
c) Career progression [4.4]
Issue
Sources of support
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12
Customer Service
Unit one: Understanding the organisation (R/506/4854)
a) Equality
In Sainsbury, they promote the equality by providing many
opportunities to enhance their skills. They offer many training
programs and workshop to develop their skills. They recently
launched new diversity champion’s programme and signed up
NES (National Equality Standard) to bring improvement in
discrimination and diversity related issues. Through these
programs, they train the employee how to deal the issues related
to discrimination. They provide the handbook of organisation in
which they provide the details of legislation, website and frontline
managers and their human resource departments are available
to provide the support.
b) Health and
safety
The Sainsbury follow Big H+S law for health and safety policy.
Their policy is available at the handbook of organisation,
company website, organisation intranet and the human resource
involvement to provide the support of health and safety. They
also offer course qualification in health and safety.
c) Career
progression
In Sainsbury, they offer the course and the trainings that will
contribute on individual long-term career progress. They provide
information in their website, a booklet of an organisation and HR
is also involved to help them how to use skills practically. The
front line manager will help them to understand organisation
culture and legislation.
Now that you have completed part 4 of your Assessment, remember to save the work you have
done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
Part 5 – Know the organisation’s policies and procedures
(Maps to Session 5: Policies and procedures)
Please answer all of the questions in this part in relation to your current
organisation (or one that you are familiar with).
Learning objective
5.1 Describe the main principles, policies and procedures
of their organisation and its documentation
Place in Assessment
Question 1 Page 14
5.2 Explain how the organisation’s principles are
disseminated to employees
Question 2 Page 15
© Creating Careers Ltd, 2015. All rights reserved.
13
Customer Service
Unit one: Understanding the organisation (R/506/4854)
5.3 Outline relevant policies and codes of practice
adopted by the organisation and how employees are
made aware of these
5.4 Explain how employees are consulted on changes to
the principles, procedures and policies within the
organisation
5.5 Identify issues of public concern relating to their
industry and organisation and how these are dealt with
Question 3 Page 15
Question 4 Page 15
Question 5 Page 16
1. Use the table below to describe the main principles, policies and procedures of your
chosen organisation. You should also include details of documentation used to support
these principles, policies and procedures. [5.1]
Description
Principles
Policies
Procedures
In Sainsbury, they provide the quality
of products with wide choices at
reasonable prices and make the
customer lives with easiness. They
want to be most trusted retailer so that
the customer will love to do shopping
there.
Colleague discount card
Annual bonus scheme
Pension
Share save (SAYE)
Sainsbury Share purchase plan
(SSPP)
Sainsbury Social Association
Colleague Recognition Scheme
Awards for long service
Season Ticket loans
Childcare Vouchers
Health and Safety at
Work Act 1974 (HASAWA)
Data protection Act 1988
Refund and return policies
If customers want to return the
product then they will be refunded or
exchanged the product within 7
working days along with receipt under
the Return and Refund policy. In case
of fire, evacuation process occurs.
They appreciate the feedback given
by the customer on their website.
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Supporting documentation
Company website
www.sainsbury.co.uk
Handbook of Sainsbury
Company website
www.sainsbury.co.uk
14
Customer Service
Unit one: Understanding the organisation (R/506/4854)
2. How are the organisation’s principles communicated to employees? Explain this below.
[5.2]
The Sainsbury communicate to employees on websites and online content make it
accessible for them. Through mission and vision statement of organisation, they
communicate the principles with an employee. Through handbook, intranet, terms and
conditions of an employee contract, noticeboard and on job assessment standards and
training program they communicate the principles of an organisation. The Human resource
department also helps to communicate principle with an employee in the process of
recruitment during an interview; the employer reviews all principles to get the feedback.
4. Outline the policies and codes of practice that are adopted by the organisation. How
employees are made aware of these policies and codes of practice? [5.3]
The code of operations is focused on following standards of services to provide
higher value to customers. The Organisation focus on following policies and code of
practice;
The customer privacy must be maintained and information must not be shared with
anyone.
The pricing of products should be clearly visible and well communicated
The quality of products and food items must be ensured at every category of
products.
Customer care is the priority at all levels of Sainsbury. Customer must be aware of
terms and conditions related to services It follow return and refund policy in case of
any dissatisfaction associated with their products.
They create awareness about the policies and code of practice through the handbook of
an organisation, human resource department, line manager, intranet and meeting of an
organisation.
4. Explain how employees are involved with and consulted on changes to the principles,
procedures and policies within the organisation. [5.4]
It is difficult to bring change in principles, policies and procedures of an organisation
because it requires huge planning, consultation and implementation. If the manager wants
to bring changes in the principles, procedures and policies of an organization then they
should discuss with the human resource manager because the minor change in policies or
principle will affect the organization. Through questionnaires and workshops, the employee
will involve by giving their opinion and responses. The employee will be involved in
consultation to create awareness about the change. The information of change is passed
from the Head of the department to the front line manager. It makes the written document
accessible so that the employee will know these changes and reasons behind these
changes in the policy, principle and procedures. The organisation also used the intranet to
convey the changes in the organisation policy, procedures and principles. An Intranet is
the best way to consult the employees.
5. Use the table below to identify issues of public concern relating to the industry and
organisation, and describe how these issues are addressed / dealt with. [5.5]
Issues of public concern
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How they are addressed / dealt with
15
Customer Service
Unit one: Understanding the organisation (R/506/4854)
Pricing of product and services
Customer data protection
Life of product
Sainsbury shift to mid-low pricing strategy
because of huge demand of customers.
They are reducing the price of about 12000
products over 18 months. Through mid-low
pricing strategy, they make the customer
easier to purchase product.
It is committed to protecting the personal
data of the customer, according to data
protection Act1988. Sainsbury uses the
information to the well-known reputable
agency to process the personal information.
There is strict security for the protection of
data to avoid fraud or misuse.
The Sainsbury are committed to checking
the quality of the product. They have the
trainer who will check the validity and expiry
date of the product to avoid issues related
to health.
Once you have completed all 5 parts of this Assessment, go to www.vision2learn.com and
send your work to your tutor for marking. Log in to the platform and send your Assessment
to your tutor via your My Study page for marking. Good luck!
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16
