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CUSTOMER SERVICE•Policies and Procedures •Privacy •Environmental Incentives

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PLANNING DECISION MAKINGCOMMUNICATION RESEARCH

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PLANNING

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PLANNING

Throughout the planning stages within Harleys Angels extensive research was undergone in order to get a better understand customer service and customer service charters.

Within the planning process brainstorms took place and many group discussions were enforced to get a better understanding of every bodies definition of a charter and customer service.

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PLA

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After these documents were researched a group meeting took place in order to discuss relevant information and what headings were in a Charter.

Throughout the planning process We divided each group member with

a category to research.

We Targeted:

Travel Qantas Virgin

Public services CenterlinkTransperth Australian Federal Police

Finance and Money ANZ bank

CommunicationAustralia PostTelstra

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BRAINSTORMING A large brainstorm took

place in order to decide on what headings were relevant to Bee Buzz charter.

These heading were passed on to the Customer Service officers to bring to there first meeting.

The following heading were decided on.

Obligations OH&S and Safety Privacy Contacts – Internal

- External Complaints Feedback Environmental incentives Services Introduction

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CUSTOMER SERVICE MEETINGS

The customer service meetings finalized the headings within the charter.

Introduction Obligations Privacy Policies and Procedures Complaints Feedback Services Environmental OH&S

Planning Final Headings

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HARLEYS ANGELS

Then planned what information was relevant within the charter for our group headings

Environmental Privacy

Further brainstorming and meetings were underwent to from clarification

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DECISION MAKING

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DECISION MAKING

Decision making within Harleys Angels; various decision had been implemented for form an end product of the charter.

Key decisions and took place:

Decisions on a group name and job roles

Decisions on main headings within a charter

Decisions on what area we would like to complete within the charter

Decisions on deadlines

Decisions on Style guide

Decision on Logo

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WE DECIDED TO BREAK THE GROUP IN TO TWO TO UNDERGO THE TWO SECTIONS

WITHIN THE CHARTER WE WERE ALLOCATED

Lorena and EmmaEnvironmental

Harley and Emily Privacy

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Job Roles:

As part of the decision making as a class the class was to produce a style guide.

Harley as business administrator within out group had to collaborate with all business administrator to produce a Style guide.

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COMMUNICATION

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COMMUNICATION

Communication was a very important aspect of this Charter it is vital to communicate changes, problems and absences.

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MAIN ELEMENTS OF COMMUNICATION

Wikispaces Verbal in class Meetings Facebook

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COMMUNICATION

Policies and Procedures and Privacy miscommunication and forgetfulness within the Charter caused there to be an extra section

Emily's notes were written done wrong and wasn't double checked and the wrong information was passed on to group members.

Problems Reasons Solutions

Two meetings took place. Polices and Procedures was included within the Charter.

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Job roles:

Emma was in charge of providing the group with a Gnatt Chart to make sure that everyone was to communicate deadlines and progress.

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RESEARCH

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RESEARCH

Internet was a main area of reference Google and Bing was used as a search engine

Our group looked a many websites and companies in search of charters.

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REFER

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Jobs roles:

Lorena was in charge of collecting references and research information.

Everybody was to submit this to Lorena as a record

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MAJOR SITES VISITED

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THE END! Thank you on behalf of Harleys Angels.