Develop a plan to meet customer and organisational needsYou are to develop a plan to meet your customer and organisational needs. You can relate youranswer EITHER to your current workplace OR to an organisation which you are very familiar.

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The notes to use for this assessment attached.Assessment Task 1 (2 pages)Develop a plan to meet customer and organisational needsYou are to develop a plan to meet your customer and organisational needs. You can relate youranswer EITHER to your current workplace OR to an organisation which you are very familiar.You may choose one area of the business and create a plan to meet customer and organisationneeds in that area, or if working in a very small organisation, you may want to create a plan thatassesses that whole organisation.Evidence of the development of your plan will be a written report detailing your findings.Your report will be divided into several sections, each addressing specific performance criteria.Include an appendix of any workplace documents (policies and procedures etc.) you have used inyour report. Be sure to clearly label each appendix and follow any security and confidentiality termsof your organisation in relation to the information that you have gathered and attached.Each section of your report will need to describe and explain what you did, how you undertookthese processes and the results you obtained i.e. specify what your objective was, the steps you tookto achieve your objective, and the end results. If referring to research and analysis data, brieflydescribe it in your report and include it in your appendix.Your report is to be written as though it will be presented to the organisation’s management andmust cover the following points:- A brief summary of the organisation and the area/department/function in which you work anda description of your customer/s (note these may be internal or external customers). Research and analysis of your customer/s needs, including:-o matching the available products/services offered to the identified needso what is currently done to assist customers evaluate product/service options tosatisfy their needso communicating the rights and responsibilities of customers to your customers, asappropriateo effective regular communication with customerso what is done to ensure decision about targeting of customer services are basedupon up-to-date information about the customer and the products/servicesavailableo the business options and opportunities (possible improvements) that you identifiedfrom the research A brief examination of future opportunities and directions and how they fit into theorganisation’s business goals and objectives. Investigation of the current business environment of the workplace and the market in which itoperates to determine any market opportunities. Identification of opportunities for product and service improvement (derived from analysis ofexisting and potential market opportunities) and description of relevant strategies tostrengthen the workplace’s market focus in suitable directions. Any contributions you made to the preparation of the workplace’s plan/budgets. Identification of workplace insurance needs and suitable cover relevant to the area’s/organisation’s operations. A summary of the procedures used for consultation and communication of planning processeswithin the organisation. Identification of the procedures currently used for maintaining records of customerinteractions.Assessment Task 2 ( 2 pages)Communicate planning outcomes and use feedback for continuousimprovementUsing your results and conclusions from the report prepared in Assessment task 1, you will prepare asecond report presenting the outcomes of your investigation of the planning process andsuggestions for possible improvements.Your presentation will need to address the following points: Any areas where existing products/services are not meeting customer needs and suggestionsfor products/services which could fulfil these customer needs, including placing these options inorder of priority (most preferred to least preferred). Potential areas of difficulty in customer service delivery and what may be done to overcomethese difficulties. Suggestions for customer communications, addressing referral of customers to products/services which may better meet their needs, within and outside the organisation. Suggestions for any changes to procedures to ensure decisions about targeting of customersservices are based on up to date information about the customer and the products/servicesavailable. Suggestions for improvements to the organisations vision and values and strategic planningthrough your investigation of the market and business environment of the workplace. Suggestions for improvements to consultation, communication and feedback to appropriatepersons in the organisation to ensure continuous improvement of the planning process andoutcomes. Reporting of any discrepancy between the workplace’s insurance needs and the insurancepolicies currently in place. Suggestions for improvements for the maintenance of records of customer interactions.