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
What evidence can you provide to prove your understanding of each of the following citeria?
Identify and analyse interdependencies
|
|
Identify interdependencies between engagement centre and other departments within the organisation Completed |
Evidence:
|
Identify the degree of interdependence Completed |
Evidence:
|
Map the flow of transactions and information between other departments and the engagement centre Completed |
Evidence:
|
Analyse value and service chain and identify gaps
|
|
Develop value and service chain model Completed |
Evidence:
|
Consult regularly with stakeholders Completed |
Evidence:
|
Collect data to support chain continuity and gap identification Completed |
Evidence:
|
Identify gaps in value and service chain Completed |
Evidence:
|
Prepare plan to close value and service chain gaps
|
|
Identify service chain gaps within control of customer engagement operations Completed |
Evidence:
|
Communicate other gaps to stakeholders and relevant parties Completed |
Evidence:
|
Identify activities and resources needed to close gaps Completed |
Evidence:
|
Prepare action plan Completed |
Evidence:
|
Establish review and feedback process Completed |
Evidence:
|
Develop internal networks to ensure sound communication across organisation Completed |
Evidence:
|
Integrate market intelligence capture into operations
|
|
Consult with organisation marketing area or business unit Completed |
Evidence:
|
Identify and agree on desired market intelligence Completed |
Evidence:
|
Integrate data collection into engagement guidelines Completed |
Evidence:
|
Integrate data-capture facilities into database Completed |
Evidence:
|
Integrate information into existing engagement strategy and operations Completed |
Evidence:
|
Report market intelligence to other corporate departments
|
|
Retrieve captured intelligence information Completed |
Evidence:
|
Prepare market-intelligence reports Completed |
Evidence:
|
Communicate information to relevant parties in an effective and timely manner Completed |
Evidence:
|