8000-275 Satisfying Customer Requirements

8000-275 Satisfying Customer Requirements is a unit within the ILM Level 2 Module that focuses on improving the ability of the team leaders to provide services that meet the needs and requirements of the customers. The unit is important within the organisational setting in ensuring that the workplace activities and practices contribute to meeting its goals and obligations to all forms of customers to the organisation.

This activities are guided by both the legal and ethical frameworks that are required in meeting the customer requirements. Additionally, the organisation needs to focus on achieving customer satisfaction. 8000-275 Satisfying Customer Requirements is a unit that helps to build the necessary skills and information that is required to ensure that they are able to meet the market needs. This makes the team leaders efficient in utilising the organisational resources in satisfying the customer needs and meeting their expectations.

The main purpose of this unit is to develop an understanding among workplace stakeholders of the customer requirements and approaches that can be used to effectively satisfy the customer requirements. It provides information on analysing the market needs and ensuring that the teams achieve customer satisfaction. This unit is covered in 3 hours of guided learning and accounts for 1 credit value within the ILM Level 2 module, making it a critical area of learning that improves the theory and practice of the leaders.

Suitability of the Unit

Organisations have a responsibility to ensure that they meet the needs, expectations and requirements. These requirements need to be achieved effectively in facilitating customer satisfaction and hence improving loyalty. As such, 8000-275 Satisfying Customer Requirements is a critical unit that builds the understanding and information background of the leaders that they can apply within the organisational or team context to achieve the desired levels of customer satisfaction.

The unit is designed for team leaders. Teams within the organisation are responsible for handling customer needs, developing the products and providing services to the customers hence have a direct impact on facilitating customer satisfaction. The unit, therefore, prepares the team leaders for the specific roles and responsibilities that they should play within their teams to ensure that these team responsibilities and goals are achieved sustainably. The unit, however, is not limited to the needs of team leaders and supervisors.

The unit is also suited to the organisational leaders by providing the basic principles and information that they require in developing organisational strategies aligned to customer satisfaction. Employees can also pursue the course to achieve the desired standards in professional practice as well as improve their preparedness for future leadership duties and responsibilities. 8000-275 Satisfying Customer Requirements is suitable for stakeholders who are tasked with leadership responsibilities as well as those pursuing professional growth and development hence making it a significantly important unit within the organisation.

Learning Outcomes

Upon completion of the unit, the learners should be able to:

• Show market awareness and understanding of the needs of the customers

• Effectively identify the internal and external customers of the organisation and ensure that they understand the difference between the two forms of customers within the organisation

• Evaluate the different customer needs that each group of customers has and the obligations of the organisation towards meeting these needs.

• Understand the impact of service level agreements on customer satisfaction

• Develop measures to ensure that the customer satisfaction levels are set and monitored within the organisation

• Develop methods of interpreting feedback and performance indicators to know the process of meeting the customer requirements

• Develop measures and strategies that can be implemented to address performance in the ability to meet the customer needs and achieve customer satisfaction.

Key Learning Areas

8000-275 Satisfying Customer Requirements is a unit that focuses on improving the ability of the organisation to deliver to the customers. As such, it covers critical areas that involve boosting the knowledge and understanding of the market needs hence focusing on meeting customer requirements and achieving customer satisfaction. Some of the key learning areas include:

Customer Need Analysis

The organisation has both internal and external customers, and the leaders therefore have the responsibility of satisfying the needs for both the internal and external customer requirements. This area of learning within this unit helps the learners to identify effective strategies that are designed to meet the specific needs of the market hence facilitate satisfaction of customers and improve the loyalty of the customers.

Customer need analysis is a wide area that addresses different concepts, including understanding the market needs, understanding the needs of the customers and facilitating the ability of the organisation to meet the customer needs. The area of learning also builds awareness towards the standards of the organisations and develop performance indicators that improve the organisational goals and objectives in relation to satisfying the customers.

Customer Satisfaction

This area of learning is a critical step in improving the theory and practice of the leaders that are aligned to organisational activities and practice in alignment with organisational goals and objectives. Customer satisfaction is a basic principle that addresses the needs of the organisation. As such, this area of learning within the unit is critical in improving the ability of the learners to achieve the desired levels of performance within the organisation.

The team leaders require to meet the customer requirements and achieve desired levels of customer satisfaction. This makes this a critical area of learning for both team leaders and other stakeholders within the organisation. The area of learning helps to build an understanding of techniques that can be used to improve performance to meet and exceed customer expectations and requirements.

Evaluation

After completing the unit, the learners are evaluated to determine the attainment of the learning outcomes. The evaluation is conducted using a written assessment that is provided to the learners in the course of the unit. Supervised practice and simulation exercises are sued to evaluate the practical knowledge and the ability of the learner to apply the theoretical information and concepts learned within a practical organisational context hence ensuring that the unit is effective in influencing the leadership practice of the learners is improved.