Executive Summary

The purpose of this report is to develop an implementation plan of customer strategies.

This will look at the current issues that school are facing with the international students
and to know where we are stand as a business.
The Australian Academy of Commerce is focusing on making its clients competent on
business skills, the organizations vision is to learn, satisfying customers and motivate
the learner to reach their potential by passing the latest knowledge and skills.
Australian academy of commerce is dedicated to conducting nationally and
internationally significant research that advances insight and understanding, enriches
culture, and addresses pressing social needs. Teaching and research are two of the
principal faculty responsibilities of Australian academy of commerce. Through their
research projects, the faculty foster the intellectual development and personal formation
of Australian Academy of Commerce.
One way that Australian Academy of Commerce provides opportunities for students to
excel is through research opportunities. Conducting research as an undergraduate not
only gives students an advantage when applying for fellowships or graduate school; it
also gives them a chance to tackle real-world problems and to find out what its like to
be treated as colleagues by their professors, many of whom are the leading experts in
their fields.
The Academy is registered to RTO & CRICOS since September 2004.It is the first
academic year commenced in January 2005.The teachers and the administrator are all
qualified and well experience and graduated from prominent Australian universities.
The purpose of this report is to develop an implementation plan of customer strategies.
This study was limited to needs and priorities of the organization of Australian Academy
of Commerce in delivering services to customers

Introduction
Communicate with the students are the key part and it is the way of identifying their
needs. Going beyond their expectations are the ways of improving the College policy,
achieving and focusing efforts. Focusing on the students satisfied will open its efforts on
ensuring that nothing will happen and is one of the golden rules of customers
management.
Treating them like VIPs means that the College are focusing making the effort on
developing ways to feel them they are important. The involvement of the staffs
encouraging the students. Getting their feedback every end of the semester will help us
to progress and allows the College to know exactly how you stand and it will take you to
the assertive steps towards improving the quality of service that will benefit both parties.
Scope of the study
This study was limited to needs and priorities of the organization of Australian Academy
of Commerce in delivering services to customers.
Feedback Respond
The Purpose of this Policy aims to identify service improvements, increase customer
satisfaction, strengthen customer input into our services, acknowledge areas of
excellence and respond effectively and independently to individual cases of
dissatisfaction.
Guidelines for the implementation of the policy:
Create a second chance to provide service and satisfaction to dissatisfied customers.
Identify areas or processes that need improvement.
Identify areas of good performance and customer satisfaction.
Inform planning and allocation of resources decisions.
Evaluation form to be fill up by all students for any discrepancies inside the school
premises.

Findings
Data for this study were collected using a questionnaire developed by the organization
of Australian Academy of Commerce. We consulted staff and trainers to get some
information about what the students needs. We used these findings to formulate a
questionnaire on Australian Academy of Commerce services. This questionnaire (show
on the appendix) was then used to survey students about the services of Australian
Academy of Commerce.
The figure 1 shows that training and IT tech are mostly student want changes, which
OWS is the list of the facilities that needs for improvement.

Composition of Survey
OWS; 20%

Training; 40%

IT Tech; 40%

Figure 1

We give importance on these three important concerns:

WHS students complain certain components needing under this, Mainly, no

toilet paper, no enough rubbish bin and water dispenser.

IT/Technology students are disappointed, the school provider doesnt have the
enough computers units to accommodate all the students to do their assessment
and other paperwork. The Internet connection is also one of the problem as very

slow, cant barely connect, there is also no window blinds for the projector.
Scope of Training here are some collective complain for some of the trainers:
1. Some trainers didnt expplain the topic properly, they are relying on our
workbook copy.
2. Generally, students complain are the fact of having a lot of asseements
and a very confusing questions.

This information refer to the chart below:

Survey

WHS

IT Tech
Trainee
No paper
towel

Internet
connection

No enough
rubbish bins

Too many
assessement

computer not
working

No water
dispencer

Some
question in
assessment is
very
confusing

no windows
blinds for
projector

Conclusion
The Australian Academy of Commerce participation and performance is presented in
several ways. The Performance Report continues to present test taking in every course
offering in a school. However, the Performance Report also takes the analysis one step
further by seeking to present how prevalent participation is across the school.
On the basis of the findings, several conclusions concerning the performance of
delivering services to customers can be drawn. The findings of this study indicated that
OWS shows that the facilities are needing more back up in order to accommodate and
meet the students satisfaction.
From this study, it can be concluded that the organization of Australian Academy of
Commerce have realized the importance of delivering a good services to their
customers in the workplace to have a good feedback to their overall performance
5

New Implementation Strategies

1. The organization should conduct a survey of the programs they already offer to
discover which programs are the most effective.
2. Provide consistent technology instruction including finding information and
appropriate use of technology.
3. Conduct a survey of students/families participating in the talented and gifted
program to determine program satisfaction and solicit feedback on how to
improve the program.
4. Develop a plan to make sure the needs of special education students are being
met at all levels of programming.
5. Providing evaluation form at the end of the semester to be fill up by all students.
6. Checking all areas of the premises what needs to be change for improvement to
make it more exciting and easier for the students.
7. Appointing staff to oversee the day to day operations and to handle all the
complaints and requests.
Overall Performance
Despite of all the problem that Australian Academy Commerce encountered the school
are able to maintain the objectives and continue to deliver the high quality of
educations. They trying everything to give remedies for all the complaints. Providing the
best they could to encourage the students and to make everything easier for them.