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Evidence Guide: BSBCCO406A - Run a multicentre

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCCO406A - Run a multicentre

What evidence can you provide to prove your understanding of each of the following citeria?

Plan the oversight of a multicentre

  1. Assess the nature of the multicentre
  2. Incorporate needs of customers in planning processes
  3. Ensure plans achieve the quality, time and cost specifications agreed with customers
Assess the nature of the multicentre

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate needs of customers in planning processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure plans achieve the quality, time and cost specifications agreed with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor, adjust and review multicentre service

  1. Use appropriate strategies to monitor progress in achieving product and service targets and standards
  2. Use appropriate strategies to obtain customer feedback to improve the provision of products and services
  3. Develop, procure and use resources to provide quality products and services to customers
Use appropriate strategies to monitor progress in achieving product and service targets and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate strategies to obtain customer feedback to improve the provision of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop, procure and use resources to provide quality products and services to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review service

  1. Make decisions to overcome problems and to adapt customer service and product delivery in consultation with appropriate individuals and groups
  2. Assist colleagues to overcome difficulty in meeting customer service standards and to escalate enquiries appropriately
  3. Manage records, reports and recommendations within the organisation’s systems and processes
Make decisions to overcome problems and to adapt customer service and product delivery in consultation with appropriate individuals and groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist colleagues to overcome difficulty in meeting customer service standards and to escalate enquiries appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage records, reports and recommendations within the organisation’s systems and processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

deliver quality customer service, incorporating plans, policies and procedures

solve complex customer issues and multicentre system problems that lead to poor customer service

demonstrate knowledge of techniques for solving complaints.

Context of and specific resources for assessment

Assessment must ensure access to:

appropriate documentation and resources normally used in the workplace.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

assessment of written reports

demonstration of service-delivery techniques

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

observation of performance in role plays

evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards

review of strategies developed and used to monitor progress in achieving product and service targets and standards

review of records, reports and recommendations about managing customer service.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Required Skills and Knowledge

Required skills

communication, coaching and mentoring skills to provide support to colleagues

planning and organising skills to organise customer product and service delivery

problemsolving skills to deal with complex and nonroutine difficulties and the variety of service details associated with multiple service facets

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

multicentre service requirements

techniques for solving complaints, including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Nature of the multicentremay include:

independently operated or networked with additional centres

a corporate computer network, including mainframes, microcomputers and local area networks (LANs)

telephony

voice and data pathways linked through computer telephony integration (CTI).

Customersmay be:

board members

clients and purchasers of services

coworkers and fellow frontline managers

members of the general public who make contact with the organisation, such as prospective purchasers of services

potential funding bodies

supervisors

suppliers of goods and services and contractors providing goods and services.

Qualitymay refer to:

characteristics of a product, system, service or process that meet the requirements of customers and interested parties.

Strategiesmay refer to:

databases and other controls to record and compare data over time

electronic feedback mechanisms using intranet, internet and email

feedback forms and other devices to enable communication from customers

longterm or shortterm plans for monitoring achievement of key performance indicators and targets and evaluating their effectiveness

policies and procedures

questionnaires, survey and interviews

training and development activities.

Products and servicesmay include:

goods

ideas

infrastructure

private and public sets of benefits.

Resourcesmay include:

buildings and facilities

equipment

finance

information

people

power and energy

technology

time.