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Evidence Guide: BSBCUE608 - Manage customer engagement operational costs

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

 

BSBCUE608 - Manage customer engagement operational costs

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

Calculate cost

  1. Identify cost generating engagement centre transactions
  2. Calculate transaction costs
  3. Identify clearly fixed and variable components of transaction costs
Identify cost generating engagement centre transactions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculate transaction costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clearly fixed and variable components of transaction costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare budget

  1. Produce accurate estimates of expected revenue supported by business and financial records
  2. Identify expected operating expenses based on realistic projections
  3. Identify proposed capital expenditure based on business plans and estimates
  4. Work closely with stakeholders to identify factors that may influence operations and costs
  5. Prepare justifiable high, low and expected budget scenarios
Produce accurate estimates of expected revenue supported by business and financial records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify expected operating expenses based on realistic projections

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify proposed capital expenditure based on business plans and estimates

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work closely with stakeholders to identify factors that may influence operations and costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare justifiable high, low and expected budget scenarios

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present and justify budget

  1. Deliver an effective presentation of customer engagement centre budget
  2. Justify aspects of operating expenses, revenues and capital expenditure
  3. Introduce qualitative information into justification when appropriate
Deliver an effective presentation of customer engagement centre budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Justify aspects of operating expenses, revenues and capital expenditure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Introduce qualitative information into justification when appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor budget performance

  1. Correlate statistical performance of engagement centre to budget estimates
  2. Closely monitor variations between actual budget reporting and expected budget
  3. Maintain accurate tracking of accrued, invoiced and other costs
  4. Identify cash flow implications for current and planned events
  5. Communicate progress against budget to stakeholders
Correlate statistical performance of engagement centre to budget estimates

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Closely monitor variations between actual budget reporting and expected budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain accurate tracking of accrued, invoiced and other costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify cash flow implications for current and planned events

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate progress against budget to stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Control financial operations

  1. Closely monitor reasonable threats to budget on a regular basis
  2. Identify variations in engagement centre performance that present threats to financial performance
  3. Identify operational strategies to minimise threats to budget
  4. Regularly monitor staff compliance with financial delegation limits
  5. Regularly update organisation’s financial control systems
Closely monitor reasonable threats to budget on a regular basis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify variations in engagement centre performance that present threats to financial performance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify operational strategies to minimise threats to budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly monitor staff compliance with financial delegation limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly update organisation’s financial control systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Calculate cost

1.1 Identify cost generating engagement centre transactions

1.2 Calculate transaction costs

1.3 Identify clearly fixed and variable components of transaction costs

2 Prepare budget

2.1 Produce accurate estimates of expected revenue supported by business and financial records

2.2 Identify expected operating expenses based on realistic projections

2.3 Identify proposed capital expenditure based on business plans and estimates

2.4 Work closely with stakeholders to identify factors that may influence operations and costs

2.5 Prepare justifiable high, low and expected budget scenarios

3 Present and justify budget

3.1 Deliver an effective presentation of customer engagement centre budget

3.2 Justify aspects of operating expenses, revenues and capital expenditure

3.3 Introduce qualitative information into justification when appropriate

4 Monitor budget performance

4.1 Correlate statistical performance of engagement centre to budget estimates

4.2 Closely monitor variations between actual budget reporting and expected budget

4.3 Maintain accurate tracking of accrued, invoiced and other costs

4.4 Identify cash flow implications for current and planned events

4.5 Communicate progress against budget to stakeholders

5 Control financial operations

5.1 Closely monitor reasonable threats to budget on a regular basis

5.2 Identify variations in engagement centre performance that present threats to financial performance

5.3 Identify operational strategies to minimise threats to budget

5.4 Regularly monitor staff compliance with financial delegation limits

5.5 Regularly update organisation’s financial control systems

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Calculate cost

1.1 Identify cost generating engagement centre transactions

1.2 Calculate transaction costs

1.3 Identify clearly fixed and variable components of transaction costs

2 Prepare budget

2.1 Produce accurate estimates of expected revenue supported by business and financial records

2.2 Identify expected operating expenses based on realistic projections

2.3 Identify proposed capital expenditure based on business plans and estimates

2.4 Work closely with stakeholders to identify factors that may influence operations and costs

2.5 Prepare justifiable high, low and expected budget scenarios

3 Present and justify budget

3.1 Deliver an effective presentation of customer engagement centre budget

3.2 Justify aspects of operating expenses, revenues and capital expenditure

3.3 Introduce qualitative information into justification when appropriate

4 Monitor budget performance

4.1 Correlate statistical performance of engagement centre to budget estimates

4.2 Closely monitor variations between actual budget reporting and expected budget

4.3 Maintain accurate tracking of accrued, invoiced and other costs

4.4 Identify cash flow implications for current and planned events

4.5 Communicate progress against budget to stakeholders

5 Control financial operations

5.1 Closely monitor reasonable threats to budget on a regular basis

5.2 Identify variations in engagement centre performance that present threats to financial performance

5.3 Identify operational strategies to minimise threats to budget

5.4 Regularly monitor staff compliance with financial delegation limits

5.5 Regularly update organisation’s financial control systems