Assessment Appendices

Assessment Task Appendices
BSBCUS402 Address customer needs

2015 Innovation and Business Industry Skills Council Ltd
1st edition version: 1

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Appendix 1: About Melbourne Car World

Melbourne Car World is a growing business. It was founded in 2007 by CEO
Florence Mehra and partner Sven Berg as a single Melbourne car
dealership in the citys north. Since then, the business has expanded to
include two additional dealerships: East Dealership and West Dealership.
Melbourne Car World places a great deal of emphasis on customer service.
It is presently undertaking a review of its customer service policies and
procedures to ensure continuous improvement in line with industry best
practice models and voluntary codes of practice.
In line with company values and to exploit market trends towards larger
working families, Melbourne Car World, after completing a tendering
process as per company policy, has partnered with XYZ Childcare to run
childrens play and learning centres for staff and customers in all
dealerships.
Melbourne Car World holds a valid motor car traders license from the
Victorian Business Licensing Authority #9876543, issued 1 April 2007.


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Appendix 2: Organisational chart

Melbourne Car World
Board of
Directors
Chief
Executive
Officer
Flo Mehra
Chief
Financial
Officer
Cameron
White
Operations
General
Manager
Les Mackie
Sales and
Customer
Service
General
Manager
Phil
Andersson
Manager
West
Pat Marks
Manager
North
Kim Phelps

Manager
East
Saul Van
Buren

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Appendix 3: Business plan (excerpt)

From Melbourne Car World business plan,
financial year 2012/13
Mission
Melbourne Car World provides customers with top automotive value
and the most responsive and effective customer service available
anywhere.
Vision
Within five years, Melbourne Car World will have established itself as
the number one dealership in the Melbourne area. Melbourne Car World
will have expanded to a number of key locations, including in the
Melbourne CBD. Melbourne Car World will have established itself as the
number one choice for families.
Values
Customer-focus.
Actively encourage excellence, innovation and continuous
improvement.
Work collaboratively and consultatively with integrity,
professionalism and teamwork.

Family- friendly.
Strategic directions
The strategic context in which Melbourne Car World will achieve its
mission and vision is through:
engaging with customers with excellent customer service to
increase sales volume

reducing expenditure and achieving financial control over
expenses
supporting innovative thinking, customer service, management
and leadership skills through training

creating a high-performing organisation.


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Appendix 4: Budget summary

Melbourne Car World 2012/13 Budget by activities
to be undertaken
Income:
Sale of automotive
products
Other income
COGS
Total Income
$6,566,000
$567,000
$3,150,413
$3,982,587
Sales of all products and

services for the period
Interest
Cost of goods sold
Gross profit
Expenses:
Wages, salaries and oncosts
$1,567,890
Wages, salaries,
superannuation, work cover
insurance, payroll tax
Consultancy fees
$50,000
Development of website,
expert advice on continuous
improvement
Communication expenses
$42,000
Telephone, ISP costs, IT

support
Staff travel, transport and

accommodation
$55,500
Cost of staff travel and

associated costs for sales,
etc.
Premises expenses
$250,000
Rent, electricity,
maintenance, cleaning
Promotions
$620,000
Sponsorship of extreme
sports events, tickets for
customers, etc.
Depreciation and
amortisation
$177,569
Computers and capital

equipment that is
depreciated
Office supplies
$65,068
Printing and stationery,

postage, amenities


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Professional fees
(consultants, legal and
audit), insurances, taxes
and charges,
subscriptions and
memberships
$102,187
Total Expenses
$2,930,214
Surplus
$1,052,373
Audit fees, external

accounting costs, bank
charges, insurance except
workers comp
Net income before tax


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Appendix 5: Budget variance

Sales West Cost Centre: FY2012, Quarter 2
Budget
Fixed staff
Actual
% Variance
$150,000.00
$150,000.00
0.00%
$40,000.00
$40,000.00
0.00%
Training
$5,000.00
$6,000.00
20.00%
Computers
$3,000.00
$3,000.00
0.00%
Software
$1,000.00
$1,000.00
0.00%
Photocopier
$2,000.00
$2,000.00
0.00%
Travel
$2,000.00
$2,000.00
0.00%
Mobile phones
$3,000.00
$3,500.00
16.67%
Phone charges
$3,000.00
$3,400.00
13.33%
Promotions
$50,000.00
$60,000.00
20.00%
Discounts
$55,000.00
$88,000.00
60.00%
Refunds
$65,000.00
$60,000.00
-7.69%
$379,000.00
$418,900.00
10.53%
Contract staff
(Childcare
centre)
Total


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Appendix 6: Melbourne Car World

customer service policy
Melbourne Car World can only succeed with customer support and
purchases, and in particular, with repeat customers. As a result, taking
care of our customers is our highest priority. At Melbourne Car World, the
customer always comes first!
Melbourne Car World adheres to:
The International Customer Service Standard (ICSS:2010-14)
AS ISO 10002-2006 Customer satisfaction Guidelines for complaints
handling in organisations (ISO 10002:2004, MOD)

Victorian Automobile Chamber of Commerce (VACC) Code of Practice.
Customer complaints
Demanding customers force us to be our best, and resolving complaints
satisfactorily can even increase customer loyalty IF they are handled
properly.
When faced with a customer complaint:
listen to the full complaint without interrupting or getting defensive
follow the Melbourne Car World complaints policy.
Telephone courtesy
It is everyones responsibility to answer the phone. Always try to answer
the phone promptly, within three rings. Always answer in a friendly, polite
manner: good morning/afternoon/evening, welcome to Melbourne Car
World, how may I help you?
If you are certain of the answer to the customers question, you should
respond clearly and politely. If you are uncertain, ask the caller if you may
put them on hold for a moment. If there is a staff member close who can
provide you with the correct information, then return to the call and
provide the customer with the necessary information. If there are no staff
members close by that can help promptly, then ask the caller for their
name and put the caller through to a manager, making sure that you brief
the manager on the callers name and the nature of their enquiry. Always
thank the person for calling.
Dress code
All employees of Melbourne Car World are expected to represent the
business, and dress accordingly. All customer service staff members are
required to wear business attire.


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Shirts and skirts or trousers should be ironed and neat in appearance, with
shirt tucked in and a belt worn with the trousers. Closed-toe footwear with
rubber soles is required.
Updated/authorised
02/2012 Cameron White CFO


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Appendix 7: Policy and procedures for

customer consultation
Melbourne Car World customer consultation policy
and procedures
Purpose
The purpose of this policy is to ensure the management of

customer contact is carried out consistently, fairly and
transparently, and in accordance with organisational
requirements.
Scope
The scope of this policy covers the management of

customer contact by employees and contractors of
Melbourne Car World.
Resources
Specific procedures for the implementation of this policy

are available below.
Responsibilit Responsibility for the implementation of this policy rests

y
with employees and management of Melbourne Car World,
with responsibility for managing customer contact.
Relevant
legislation,
etc.
Privacy Act 1988 (Cwlth)
Updated/
authorised
02/2012 Cameron White CFO
Serving customers
All customers should be acknowledged within the first five seconds of
entering the dealership. All calls must be answered within three rings.
When you are busy with another customer, customer acknowledgement
can be one of the following:
a wave and smile
saying youll be with them soon/placing them on hold.
Procedure
1. When free, engage the customer in the following ways as appropriate:
a. smile
b. make eye contact
c. if you know their name, use it


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d. if youve seen them at Melbourne Car World before, welcome

them back
e. if youve not seen them before, introduce yourself by name
f. if the customer doesnt ask for help, start a conversation with
them
g. talk in an energetic manner
h. give them your full attention.
2. When greeting the customer, ensure you (as relevant):
a.
acknowledge customers arrival/call
b.
greet with a genuine smile
c.
maintain eye contact during conversations
d.
introduce yourself in a friendly manner
e.
recognise repeat customers
f.
start a conversation
g.
talk with an energetic tone
h.
give the customer your full attention.
3. Identify customer needs and match them to products and services.

4. At end of consultation/s with customer and after all needs have been
discovered, add up cost of all products and services. Summarise
package offered.
5. Have customer complete consent form.
6. Fulfil customer order as negotiated.
7. Ask customer to participate in customer service feedback questionnaire.
Assist customer to complete.
8. Submit all documentation and records to manager for storage in
accordance with Recordkeeping Policy and Privacy Policy.
Managing complaints
1. Greet the customer courteously and give them your name.
2. Never argue with the customer.
3. Apologise for any product fault or poor service. Be sympathetic.
Thank the customer for bringing the complaint to your attention.
4. Listen fully to what the customer is saying. Try to gather all the facts
about the complaint and jot them down. Ask questions and
summarise what they are saying.
5. When you have all the details about the complaint, ask the customer
how they would like it to be resolved. Always suggest replacements
or credit notes over refunds, and discuss product options to suit
customers needs.

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6. Refunds and discounts must be within your authority to offer. Request

authorisation from the manager of dealership for amounts above your
delegated authority.
7. At end of complaint, summarise complaint and how you commit to
resolving the complaint. Gain customer agreement. Submit notes on
complaint to manager:
a.
nature of complaint
b.
resolution of complaint.


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Appendix 8: Consent form for offer of

vehicle or service
Our pledge to you, our customer (in accordance with the VACC code of
practice):
Melbourne Car World will observe proper standards of conduct, and
act honestly and fairly in their dealings with you, the customer.
Melbourne Car World will not commence repairs without authorisation
from the customer or agent.

Melbourne Car World will advise customers of any necessary variation
to negotiated offers and agreements.

Melbourne Car World will carry out only those tasks for which they are
properly qualified and equipped.

Melbourne Car World will ensure any goods or parts sold are of
merchantable quality and fit the purpose for which they are required.
Melbourne Car World will not knowingly mislead a consumer in
relation to the sale, purchase, service or repair of a motor vehicle or

accessories, nor be party to any improper practice.
Melbourne Car World warrants that all repairs and services provided,
including sub-contracted services, shall be of good quality and

workmanship and all parts supplied free of defects, and such
warranty shall apply for a specific number of kilometers or period of
time.
Melbourne Car World guarantee clear title to any vehicle offered for
sale.
I understand that my personal information given to Melbourne Car World to
facilitate my purchase and provide customer service feedback will be used
in accordance with Melbourne Car World policy and Australian law.
I understand and agree to:
the total cost of the sales/service package negotiated
my obligation to pay or arrange financing for the negotiated price at
required date
all conditions associated with this purchase, explained to me by the
sales representative.


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Signature:
Date:


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Appendix 9: Customer segment profiles

(current for this financial quarter)
Business
Friends and fun
Income above $90,000.
Income $30,000$50,000.
Prefer to be addressed by last
Prefer to be addressed by first
name and title.

Luxury and comfort
important.
Looking for a deal on large
fleets.
Prepared to spend big if
looked after right.

Often conservative, pro-
name.
Friends, dating, are number
one concerns.
Luxury nice but unimportant.
Prestige important.
Highly price-sensitive.
Progressive, green politics.
family.
Family and fun
Adventure family
Prefer to be asked for form of
Prefer to be addressed by first
address.
Safety is number one priority.
Family fun activities are a
close second.
Luxury nice but unimportant.
Prestige not as important as
other things.
Needs lots of assistance to
understand features and

benefits.
Must-haves are priorities, but
wants to save money to

spend on family activities.
Wants respect for self and life
name.
Family camping and off-road
activities are top priorities.

Safety is relatively important.
Luxury and comfort
important.
Prestige important.
Knows what they want.
Needs respect.
Sometimes arrives at
dealership with kids.

Sometimes requires non-
standard modifications.
choices.
Wants understanding of
family needs.
Sometimes arrives at
dealership with kids.


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Appendix 10: Product comparison

information
Vehicles
TOTO
Freedom
RCV
Rover
IMOK
Cruise
Ascot
Ranger
($42,000)
($38,000)
($25,000)
($55,000)
Airbags
ESC
# Passengers
1200 L
1500 L
400 L
1200 L
Seats fold to
increase capacity
4WD
Leather seats
Fuel
8.0 L/
100 km
7.5 L/
100 km
6.5 L/
100 km
10 L/
100 km
Towing
1 tonne
1 tonne
4 tonne
Bluetooth handsfree
MP3/iPod
connectivity
Features
Cargo
Modifications and additions

Towbar
Y
($200)
Y
($200)
Y
($200)
Sunroof
Y
($2,000)
Y
($2,000)
Y
($2,000)
Y
($3,000)
Reverse camera
Y
($1,000)
Y
($1,000)
Y
($2,000)
Roof racks
Y
($300)
Y
($300)
Y
($350)
Window tinting
Y
($400)
Y
($400)
Y ($300)
Y
($500)
Backseat DVD
player
Y
($400)
Y
($400)
Y
($500)
Extended 4-yr
warranty
Y
($1,000)
Y
($1,000)
Y
($1,000)
Y
($2000)


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Appendix 11: Customer satisfaction

survey
Please answer the following:
Ye
s
No
Were your needs as a customer met?

Was a vehicle comparison provided?
Did the comparison allow you to make an informed decision?
Were the vehicles features and benefits explained to you?
Did the vehicle meet your budget constraints?
Did the salesperson source a vehicle that met your
requirements?
Were at least three additional products or services identified?
Was the service centre accessible to you?
Did you have enough information to make an informed
decision about aftermarket products?
Did the salesperson communicate with you regularly and
effectively?
Would you use this salesperson again?
What was good/bad about your experience?
Where could the salesperson improve?


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Signature:
Date:


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Appendix 12: Melbourne Car World

privacy policy
Melbourne Car World is committed to protecting your privacy. It is bound
by the national privacy principles contained in the Privacy Act 1988 and all
other applicable legislation governing privacy.
Where appropriate, Melbourne Car World will handle personal information
in accordance with relevant legislation. Our respect for our customers
privacy is paramount. We have policies and procedures to ensure that all
personal information is handled in accordance with national privacy
principles.
This privacy policy sets out our policies on the management of personal
information that is, how we collect personal information, the purposes for
which we use this information, and to whom this information is disclosed.
1. What is personal information?

Personal information is information or opinions that could identify you.
Examples of personal information include your name, address, telephone
number and email address, or documents that include this information, like
a resume.
2. How does Melbourne Car World collect and use your

personal information?
Melbourne Car World collects personal information during customer
transactions, when you send a job application, when you email us or
interact with our website. These uses are discussed below.
3. What happens if you dont provide personal information?

Generally, you have no obligation to provide any personal information to
us. However, if you choose to withhold personal information, we are
unlikely to be able to respond to your application or query.
4. To whom do we disclose personal information?

We engage third party service providers (including related companies of
Melbourne Car World which may be located outside Australia) to perform
functions for Melbourne Car World. Such functions include mailing, delivery
of purchases, credit card payment authorisation, trend analysis, external
audits, market research, promotions and the provision of statistical sales
information to industry bodies.
For our service providers to perform these functions, in some
circumstances it may be necessary for us to disclose your personal
information to those suppliers. Where disclosures take place, we work with
these third parties to ensure that all personal information we provide to
them is kept secure, is only used to perform the task for which we have

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engaged them, and is handled by them in accordance with the national

privacy principles.
5. How do we protect personal information?

At all times, we take great care to ensure your personal information is
protected from unauthorised access, use, disclosure or alteration. We
endeavour to ensure that our employees are aware of, and comply with,
their obligations in relation to the handling of personal information. Only
properly authorised employees are permitted to see or use personal
information held by Melbourne Car World and, even then, only to the
extent that is relevant to their roles and responsibilities.
Your personal information will not be sold to any other organisation for that
organisations unrelated independent use. Further, we will not share your
personal information with any organisations, other than those engaged by
us to assist us in the provision of our products and services (as described
above).
6. What about information you provide in job applications?

If you submit a job application to Melbourne Car World, we will use the
information provided by you to assess your application. In certain
circumstances, Melbourne Car World may disclose the information
contained in your application to contracted service providers for purposes
such as screening, aptitude testing, medical testing and human resources
management activities.
As part of the application process, in certain circumstances, you may be
required to complete a pre-employment health questionnaire. You may
also be asked to undergo a pre-employment medical assessment.
If you refuse to provide any of the information requested by Melbourne Car
World, or to consent to the disclosure of the results of your medical
assessment to Melbourne Car World, we may be unable to consider your
application.
7. Is the personal information we hold accurate?

We endeavour to maintain your personal information as accurately and
reasonably as possible. However, we rely on the accuracy of personal
information as provided to us both directly and indirectly. We encourage
you to contact us if the personal information we hold about you is incorrect
or to notify us of a change in your personal information.
8. How can you access or correct the personal information

we hold about you?
Wherever possible and appropriate, we will let you see the personal
information we hold about you and correct it if it is wrong. If we do not
allow you access to any part of the personal information we hold about
you, we will give you reasons, consistent with the Privacy Act, as to why
we cannot allow your access.


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9. Melbourne Car World internet policy

Melbourne Car World generally only collects personal information from its
website when it is provided voluntarily by you. For example, when you
send us a message with a query about Melbourne Car World or its services,
we will generally use your information to respond to your query, to provide
and market our services to you, or as otherwise allowed or required by law.
For the same purposes, Melbourne Car World may share your information
with other members of the Melbourne Car World strategic partners
(including companies who are located outside Australia) and their
respective service providers, agents and contractors. If we do this, we
require these parties to protect your information in the same way we do.
When you visit this website or download information from it, our internet
service provider (ISP) makes a record of your visit and records the
following information:
your internet address
your domain name, if applicable
date and time of your visit to the website.
Our ISP also collects information such as the pages our users access, the
documents they download, links from other sites they follow to reach our
website, and the type of browser they use. However, this information is
anonymous and is only used for statistical and website development
purposes.
We use a variety of physical and electronic security measures, including
firewalls, secure databases, and restricting physical access to our offices,
to keep personal information secure from unauthorised use, loss or
disclosure. However, you should keep in mind that the internet is not a
secure environment. If you use the internet to send us any information,
including your email address, it is sent at your own risk.
You have a right of access to personal information we hold about you in
certain circumstances. If we deny your request for access we will tell you
why.
10. Use of cookies

A cookie is a small message given to your web browser by our web server.
The browser stores the message in a text file, and the message is then
sent back to the server each time the browser requests a page from the
server.
Melbourne Car World makes limited use of cookies on their website.
Cookies are used to measure usage sessions accurately, to gain a clear
picture of which areas of the website attract traffic and to improve the
functionality of our website.
When cookies are used on this website, they are used to store information
relating to your visit such as a unique identifier, or a value to indicate


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whether you have seen a web page. We use session (not permanent)
cookies. They are used to distinguish your internet browser from the
thousands of other browsers. This website will not store personal
information such as email addresses or other details in a cookie.
Most internet browsers are set up to accept cookies. If you do not wish to
receive cookies, you may be able to change the settings of your browser to
refuse all cookies or to notify you each time a cookie is sent to your
computer, giving you the choice whether to accept it or not.
11. Customer service satisfaction data

In accordance with company policy, all volunteered customer service data
will be treated in the strictest of confidence. No data will be given to third
parties except to advance the cause of improved customer service. No
information will be used to market additional products or services or be
given to third parties for this purpose. All customer data will be stored
securely as per company recordkeeping policy.


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Appendix 13: Procurement and referrals

policy and procedures
Purpose
The purpose of this policy is to ensure the acquisition of

resources is carried out consistently, fairly and
transparently and in accordance with organisational
requirements.
Scope
The scope of this policy covers the purchasing and

acquisition of resources by employees and contractors of
Melbourne Car World (Melbourne Car World). Procurement
includes costs related to marketing and promotion.
Referrals include all referrals to external businesses and
strategic partners for satisfying customer requirements.
Resources
Specific procedures for the implementation of this policy

are available below and on the company intranet.
Responsibilit Responsibility for the implementation of this policy rests

y
with employees and management of Melbourne Car World
with responsibility for purchasing resources.
Relevant
legislation,
etc.
Privacy Act 1988 (Cwlth)

Equal Opportunity Act 2010 (Vic)
Australian Securities and Investments Commission
Act 2001 (Cwlth)

Corporations Act 2001 (Cwlth)
A New Tax System (Goods and Services Tax
Administration) Act 1999 (Cwlth)

A New Tax System (Goods and Services Tax) Act
1999 (Cwlth)
Income Tax Assessment Act 1997 (Cwlth)
Fair Work Act 2009 (Cwlth)
Occupational Health and Safety Act 2004 (Vic)
Updated/
authorised
10/2011 Cameron White, CFO


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Principles governing procurement process

1. Probity and ethical behaviour
The principle of probity and ethical behaviour governs the conduct of all
procurement activities. Employees who have authority to procure goods
and services must comply with the standards of probity, professional
conduct and ethical behaviour. Employees or directors must not seek to
benefit from supplier practices that may be dishonest or unethical.
2. Value for money

Value for money is the core principle underpinning procurement.
Contracted organisations must be cost-effective and efficient in the use of
resources whilst upholding the highest standards of probity and integrity.
In general, a competitive process carried out in an open, objective and
transparent manner can achieve best value for money in procurement.
3. Non-discrimination
This procurement policy is non-discriminatory. All potential contracted
suppliers should have the same opportunities to compete for business and
must be treated equitably based on their suitability for the intended
purpose.
4. Risk management
Risk management involves the systematic identification, analysis, and
treatment of risk, and, where possible, the implementation of appropriate
risk mitigation strategies. It is integral to efficiency and effectiveness to
proactively identify, evaluate, and manage risks arising out of procurement
related activities. The risks associated with procurement activity must be
managed in accordance with the organisations risk management policy.
5. Responsible financial management

The principle of responsible financial management must be applied to all
procurement activities. Factors that must be considered include:
the availability of funds within an existing approved budget
staff approving the expenditure of funds strictly within their
delegations
measures to contain costs of the procurement without compromising
any procurement principles.
6. Procurement planning
In order to achieve value for money, each procurement process must be
well planned and conducted in accordance with the principles contained in
this document, and comply with all of the organisations policies and
relevant legal and regulatory requirements.


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When planning appropriate procurement processes, consideration should

be given to adopting an approach which:
encourages competition
ensures that rules do not operate to limit competition by
discriminating against particular suppliers

recognises any industry regulation and licensing requirements
secures and maintains contractual and related documentation for the
procurement which best protects the organisation.
7. Buy Australian made/support for Australian industry

Employees who are involved in procurement activities must make a
conscious effort to maximise opportunities for Australian manufacturers
and suppliers to provide products where there is practicable and economic
value. In making a value for money judgment between locally made and
overseas sourced goods, employees are to take into account:
whole of life costs associated with the good or service
that the initial purchase price may not be a reliable indicator of value
the quality of locally made products
the record of performance and delivery of local suppliers
the flexibility, convenience and capacity of local suppliers for follow-
on orders
the scope for improvements to the goods and add-ons from local
industry.
8. Pre-registered list of strategic partners, etc.

Melbourne Car World shall maintain a pre-registered list of strategic
partners, contractors, and consultants following a request for expressions
of interest and an evaluation of the submissions. Strategic partners, such
as select travel and tour operators, allow Melbourne Car World to offer a
wide range of travel options to our customers that represent great value.
Strategic partners can request to be evaluated for inclusion on the existing
pre-register list at any time.
This list is reviewed at regular intervals, with admission of interested
parties on a rolling basis. Care should be taken to ensure that such lists are
used in an open and non-discriminatory manner. Melbourne Car World
encourages new partners to provide information on their experience,
expertise, capabilities, areas of interest, fees, and current availability. It is
in the interest of the organisation that the pool of potential suppliers is
actively maintained and updated. Employees should provide reports of
their experiences in working with each contractor/consultant to assist
future decisions concerning commissioning suitable strategic partners,
contractors and consultants.


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9. Avoid conflict of interest

Employees and directors are required to be free of interests or
relationships in all aspects of the procurement process.
Employees and directors are not permitted to personally gain from any
aspect of a procurement process.
Employees and directors shall ensure that to the best of their knowledge,
information and belief, that at the date of engaging a contractor no conflict
of interest exists or is likely to arise in the performance of the contractors
obligations under their contract.
Should employees or directors become aware of potential conflicts of
interest during the contract period, they must advise the CEO and
directors immediately.
Prior to any situation arising with potential for a conflict of interest,
complete disclosure shall be made to the CEO and directors to allow
sufficient time for a review.
10. Report collusive tendering

Employees should be aware of anti-competitive practices such as collusive
tendering. Any evidence of suspected collusion in tendering should be
brought to the attention of the CEO and directors.
11. Competitive process

It is a basic principle of procurement that a competitive process should be
used unless there are justifiably exceptional circumstances. The type of
competitive process can vary depending on the size and characteristics of
the contract to be awarded.
For purchases of low-value product and services (less than $75,000), less
formal procedures may be appropriate. Purchases might be procured on
the basis of quotes from one or more competitive suppliers.
For purchases of higher-value products and services ($75,000 or more)
under a formal arrangement, contracts may be awarded based on
responses to specifications by at least two suppliers or service providers.
Where there are justifiably exceptional circumstances, the CEO must first
gain written approval from the chair before procurement of goods or
services on the basis of only one quote where the value meets or exceeds
$75,000.
12. Direct invitation (selective or restricted tendering)

A process of direct sourcing to tender may be used. This may involve:
An invitation to organisations deemed appropriately qualified for a
particular product or service (this may be appropriate for specialised

requirements in markets where there is a limited number of suppliers
or service providers).


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An invitation to tender to organisations on Melbourne Car Worlds pre-
registered list of strategic partners, consultants and contractors

established on an open and objective basis. Where direct invitations
are issued, organisations from which tenders are sought should be a
good representative of all potential bidders in the market concerned.
The number invited to tender should be sufficient to ensure adequate
competition, and be no less than two where the value of the product
or service is $75,000 or more, and should not be restricted for
reasons of administrative convenience. Where there are justifiably
exceptional circumstances, the CEO must first gain written approval
from the chair before procurement of goods or services on the basis
of only one quote where the value meets or exceeds $75,000.
Selection from the list can be made in accordance with specified
criteria. Selection may be based on factors such as overall suitability
for the particular project by reference to experience, competence,
and capability. The selection process should have particular regard to
the need for equal treatment and reasonable distribution of
opportunities.
13. Evaluation and contract award

For projects being awarded, consideration will be given not only to the
most economically advantageous tender, but also to the track record of
the tender respondent and the degree of confidence that the panel has in
the quality if the bid. It will be the normal practice to have the evaluation
of tenders carried out by a team with the requisite competency.
14. Results of tendering process

All tender respondents should be informed in writing of the result of a
tendering process immediately after a contract has been awarded.
Expenditure payment approval form

For completion by person verifying payment
Date:
Invoice
date:
Payee name:
Job/project
number:
Project
title:
Description of
payment:
Payment amount: $
ex GST inc GST


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Signature of
person verifying payment
Signature of
delegated manager
For completion by Finance:

Account number
Account name
Total Payable:
Amount
Approved:
Date:
Director:
CEO:
CFO:
Pre-registered list of strategic partners

Company
Phone
Adventure Supplies
03 7878 4334
Bars Are Us
O7 6745 7890
Car Universe
03 8529 0643
Gorilla Bars
03 6549 8764
Universal Roof Racks
03 3456 7891
International Towing Equipment
03 9876 5430
XYZ Childcare
03 9996 7645
OZ Cars Customisers (non-standard modifications)
03 7865 3988


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Page 29 of 29

Assessment Appendices

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Assessment Task Appendices

BSBCUS402 Address customer needs

Assessment Task Appendices

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Appendix 1: About Melbourne Car World

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Appendix 2: Organisational chart

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Appendix 3: Business plan (excerpt)

professionalism and teamwork.

increase sales volume

and leadership skills through training

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Appendix 4: Budget summary

Sales of all products and

Telephone, ISP costs, IT

Staff travel, transport and

Cost of staff travel and

Computers and capital

Printing and stationery,

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Audit fees, external

Net income before tax

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Appendix 5: Budget variance

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Appendix 6: Melbourne Car World

handling in organisations (ISO 10002:2004, MOD)

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

BSBCUS402 Address customer needs

1st edition version: 1

Assessment Task Appendices

BSBCUS402 Address customer needs

Appendix 7: Policy and procedures for

The purpose of this policy is to ensure the management of

The scope of this policy covers the management of

Specific procedures for the implementation of this policy

Responsibilit Responsibility for the implementation of this policy rests

Privacy Act 1988 (Cwlth)

02/2012 Cameron White CFO