Elements and Performance Criteria
- Plan to meet internal and external customer requirements
- Customer needs are researched, clarified, assessed and included in the planning process
- Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures
- Ensure delivery of quality products/services
- Products/services are delivered to customer specifications in accordance with the organisational business plan
- Individual/team performance is monitored to ensure it consistently meets quality, safety, resource and delivery standards
- Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards
- Resources are used effectively and efficiently to provide quality products/services to customers
- Monitor, adjust and report customer service
- Organisational systems and technology are used to monitor progress in achieving product/service targets and standards
- Customer feedback is sought and used to improve the provision of products/services
- Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups
- Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes