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?
Analyse customer contact processes using statistical tools
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Identify customer contact processes requiring analysis Completed |
Evidence:
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Measure the impact of these processes on service levels or other indicators using statistical tools Completed |
Evidence:
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Derive tolerance levels for processes Completed |
Evidence:
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Calculate upper and lower control limits from data Completed |
Evidence:
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Investigate reasons for performance outside of control limits Completed |
Evidence:
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Rectify productivity impediments
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Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims Completed |
Evidence:
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Identify causes of productivity impediments Completed |
Evidence:
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Apply service quality and quality management tools to minimise impediments Completed |
Evidence:
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Confirm that operations achieve productivity standards Completed |
Evidence:
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Conduct a process review
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Identify components of the process under review Completed |
Evidence:
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Analyse and modify process to achieve improved performance using graphical techniques Completed |
Evidence:
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Trial and revise modified process to meet organisational efficiency standards Completed |
Evidence:
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Document revised process using graphical techniques Completed |
Evidence:
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Benchmark customer contact operations
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Identify appropriate target areas for process improvement Completed |
Evidence:
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Research and nominate benchmarking organisations that demonstrate relevant best practice Completed |
Evidence:
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Document relevant best-practice processes used by benchmarking organisations Completed |
Evidence:
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Identify processes from benchmarking organisations that can be adopted Completed |
Evidence:
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Identify relevant benefits and risks associated with implementing new processes Completed |
Evidence:
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Adapt best-practice processes to meet enterprise conditions Completed |
Evidence:
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Identify and document appropriate performance indicators for evaluation of the new processes Completed |
Evidence:
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