Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSCUS601 Mapping and Delivery Guide
Establish, manage and monitor key relationships

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSCUS601 - Establish, manage and monitor key relationships
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to define, identify and provide a quality service, and manage relationships with key clients of the organisation.It applies to individuals who provide leadership and guidance with responsibility for the outcomes of their own and others’ work. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

common office equipment, technology, software and consumables

financial services product information.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Establish criteria for identifying key relationships
  • Establish criteria for identifying client as key relationship to organisation
  • Communicate criteria for key relationships to staff and agents for organisation as required
  • Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles
       
Element: Identify key relationships
  • Review existing clients using criteria for key relationships to develop database of key relationship clients
  • Allocate each key relationship to identified senior representatives
  • Inform all staff of key relationships and responsible representative for each key relationship
       
Element: Establish service structures for key relationships
  • Provide appropriate training to representatives who deal with key relationships
  • Establish administrative and research arrangements to support key relationships
  • Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives
  • Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements
       
Element: Establish monitoring procedures for key relationship services
  • Establish procedures for representatives to report on key relationship service delivery
  • Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements
  • Conduct client satisfaction surveys with key relationships and communicate results to staff
  • Resolve complaints efficiently and analyse process for potential service improvements
  • Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish criteria for identifying key relationships

1.1 Establish criteria for identifying client as key relationship to organisation

1.2 Communicate criteria for key relationships to staff and agents for organisation as required

1.3 Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles

2. Identify key relationships

2.1 Review existing clients using criteria for key relationships to develop database of key relationship clients

2.2 Allocate each key relationship to identified senior representatives

2.3 Inform all staff of key relationships and responsible representative for each key relationship

3. Establish service structures for key relationships

3.1 Provide appropriate training to representatives who deal with key relationships

3.2 Establish administrative and research arrangements to support key relationships

3.3 Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives

3.4 Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements

4. Establish monitoring procedures for key relationship services

4.1 Establish procedures for representatives to report on key relationship service delivery

4.2 Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements

4.3 Conduct client satisfaction surveys with key relationships and communicate results to staff

4.4 Resolve complaints efficiently and analyse process for potential service improvements

4.5 Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)

Evidence of the ability to:

determine criteria and identify key relationships for the business

develop comprehensive systems to manage relationships and provide quality service

monitor procedures and systems to ensure key relationships are managed and maintained effectively

comply with industry regulations and codes of practice

work effectively with others using high level communication, interpersonal and negotiation skills.

Note: If specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe organisational criteria used to define key relationships

outline the role of changing market conditions in establishing, managing and monitoring key relationships

outline organisational administrative, research, reporting and training requirements relevant to the effective management of key relationships

explain key requirements of relevant industry legislation, regulations and codes of practice

discuss principles and techniques of effective communication and negotiation in key relationship management.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish criteria for identifying key relationships

1.1 Establish criteria for identifying client as key relationship to organisation

1.2 Communicate criteria for key relationships to staff and agents for organisation as required

1.3 Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles

2. Identify key relationships

2.1 Review existing clients using criteria for key relationships to develop database of key relationship clients

2.2 Allocate each key relationship to identified senior representatives

2.3 Inform all staff of key relationships and responsible representative for each key relationship

3. Establish service structures for key relationships

3.1 Provide appropriate training to representatives who deal with key relationships

3.2 Establish administrative and research arrangements to support key relationships

3.3 Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives

3.4 Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements

4. Establish monitoring procedures for key relationship services

4.1 Establish procedures for representatives to report on key relationship service delivery

4.2 Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements

4.3 Conduct client satisfaction surveys with key relationships and communicate results to staff

4.4 Resolve complaints efficiently and analyse process for potential service improvements

4.5 Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Establish criteria for identifying client as key relationship to organisation 
Communicate criteria for key relationships to staff and agents for organisation as required 
Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles 
Review existing clients using criteria for key relationships to develop database of key relationship clients 
Allocate each key relationship to identified senior representatives 
Inform all staff of key relationships and responsible representative for each key relationship 
Provide appropriate training to representatives who deal with key relationships 
Establish administrative and research arrangements to support key relationships 
Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives 
Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements 
Establish procedures for representatives to report on key relationship service delivery 
Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements 
Conduct client satisfaction surveys with key relationships and communicate results to staff 
Resolve complaints efficiently and analyse process for potential service improvements 
Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs) 

Forms

Assessment Cover Sheet

FNSCUS601 - Establish, manage and monitor key relationships
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSCUS601 - Establish, manage and monitor key relationships

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: