1. C USTOMER S ERVICE Policies and Procedures Privacy Environmental Incentives Harleys Angels

2. P LANNING D ECISION M AKING C OMMUNICATION R ESEARCH Harleys Angels

3. P LANNING Harleys Angels

4. P LANNING Throughout the planning stages within Harleys Angels extensive research was undergone inorder to get a better understand customer serviceand customer service charters. Within the planning process brainstorms took place and many group discussions were enforced to geta better understanding of every bodies definitionof a charter and customer service. Harleys Angels

5. PLANNING 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 Centerlink Transperth Australian Federal Police Finance and Money ANZ bank Communication Australia Post Telstra Harleys Angels

6. B RAINSTORMING Harleys Angels 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

7. C USTOMER S ERVICE MEETINGS Harleys Angels The customer service meetings finalized the headings within the charter. Introduction Obligations Privacy Policies and Procedures Complaints Feedback Services Environmental OH&S PlanningFinal Headings

8. H ARLEYS A NGELS 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

9. D ECISION M AKING Harleys Angels

10. D ECISION MAKING Decision making within Harleys Angels; variousdecision had been implemented for form an endproduct of the charter. Key decisions and took place: Decisions on a group name and job rolesDecisions on main headings within a charterDecisions on what area we would like to completewithin the charterDecisions on deadlinesDecisions on Style guideDecision on Logo Harleys Angels

11. W E DECIDED TO BREAK THE GROUP IN TO TWO TO UNDERGO THE TWO SECTIONS WITHIN THE CHARTER WE WERE ALLOCATED Harleys Angels Lorena and Emma Environmental Harley and Emily Privacy

12. S TYLE G UIDE 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. Harleys Angels

13. C OMMUNICATION Harleys Angels

14. C OMMUNICATION Communication was a very important aspect of thisCharter it is vital to communicate changes,problems and absences. Harleys Angels

15. M AIN E LEMENTS OF C OMMUNICATION Harleys Angels Wikispaces Verbal in class Meetings Facebook

16. C OMMUNICATION Harleys Angels Policies and Procedures and Privacy miscommuni cation 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 ReasonsSolutions Two meetings took place. Polices and Procedures was included within the Charter.

17. G NATT CHART 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. Harleys Angels

18. R ESEARCH Harleys Angels

19. R ESEARCH 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. Harleys Angels

20. R EFERENCES Jobs roles: Lorena was in charge of collecting references and research information. Everybody was to submit this to Lorena as a record Harleys Angels

21. M AJOR SITES VISITED Harleys Angels

22. THE END! Thank you on behalf of Harleys Angels. Harleys Angels