Bsbinm601 assessment 3

BSBINM601 Manage Knowledge and Information – Assessment 3 Last Updated: July 2016, Version No. 1

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BSBINM601 Manage Knowledge and Information

Assessment 3 (Online)-Research and Presentation

Submission details

The Assessment Task is due on the date specified by your trainer. Any variations to this

arrangement must be approved in writing by your trainer.

See the task specification below for details.

You must submit both printed copy and soft copy of your presentation slides.

Submit printed copy of required evidences (your answers) to your Trainer with the

"Assessment Cover Sheet" (Filled out and signed appropriately) attached on top of your

answers.

Upload the softcopy on the eLearning site with appropriate header and footer (Your name,

student id, unit/subject name, assessment no, page no, etc.)

The Trainer/Assessor may further prompt and question in order to receive answers of

appropriate quality or if further clarification required and to validate authenticity of your

submitted work.

Task specification

Read the real business situation analysis for Louis Vuitton below.

Voice of the Customer from Louis Vuitton Shoppers

By Sampson Lee on January 29, 2009

If you ask people what they think about the Louis Vuitton shopping experience—

and we did—you hear a lot about Service. Below are real comments from people who

took a survey we organised with CustomerThink on the Louis Vuitton shopping

experience.

"No one bothered to greet me other than the security guard at door!"

"I guess I did not fit the image - I was not wearing all labels."

"Messy store, impolite sales assistants and poor attention to customers."

http://customerthink.com/author/sampson_lee/
BSBINM601 Manage Knowledge and Information – Assessment 3 Last Updated: July 2016, Version No. 1

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"Long queue, slightly condescending assistant - not the VIP experience it should be."

"I don't look like a typical LV customer, so the salespeople were in a hurry to have me out of

'their' store as fast as possible."

Figure 1 breaks down the attributes customers like the least about their shopping

experience at Louis Vuitton stores. We collected 2,318 valid responses across the

globe. And, as you can see, Servicing Attitude was the No. 1 attribute (39 %)

respondents like least about the Louis Vuitton shopping experience; the No. 2

attribute had to do with thePrice/Value issue (21 %).

.

(Source: http://customerthink.com/what_drives_customers_buy_louis_vuitton/)

Assume you are a marketer of Louis Vuitton.

1. Perform an analysis to solve the CRM problem mentioned above.

Your analysis should include:

 Identification, define and analysis current business problems and issues of Louis Vuitton

 Review business performance data from Louis Vuitton website< http://www.louisvuitton.com/ >

http://customerthink.com/what_drives_customers_buy_louis_vuitton/
BSBINM601 Manage Knowledge and Information – Assessment 3 Last Updated: July 2016, Version No. 1

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 Source and gather reliable information from online research database o

 Identification of the formal and informal networks for Louis Vuitton to access corporate knowledge appropriately

2. Conduct a SWOT analysis to improve the current performance of Louis

Vuitton.

 Your SWOT analysis should consist of internal environment (strengths and weakness) analysis and external environment (threats and opportunities) analysis.

 From your SWOT analysis, identify patterns and emerging trends correctly and interpret as to cause and effect

 Undertake a sensitivity analysis based on your SWOT analysis

3. Using the information and evidence that you have found above (for points 1

& 2) prepare a presentation (approx. 15-20 ppt slides) to make

recommendations (decisions) for Louis Vuitton to improve their customer

management relationship (CRM) problem.

Your presentation must cover the following criteria:

 Identification, define and analysis current business problems and issues of Louis Vuitton

 Findings of the SWOT analysis (strengths, weakness, threats, opportunities, patterns and emerging trends) and the sensitivity analysis

 Ensuring sufficient valid and reliable information/evidence is available to support a decision

 Using appropriate quantitative methods, such as online or face to face survey/questionnaire to assist decision making,

 Making decision in accordance with organisational guidelines and procedures

 Ensuring information is up-to-date, accurate, relevant and sufficient for the recipient