Assessor Resource

BSBCUE504
Integrate customer engagement within the organisation

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to fully integrate customer engagement to ensure customers maintain a high profile and significance within the organisation.

It applies to individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies, and who will work closely with other members of an organisation and have a high degree of autonomy with managerial responsibility.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


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 Identify and analyse interdependencies

1.1 Identify interdependencies between engagement centre and other departments within the organisation

1.2 Identify the degree of interdependence

1.3 Map the flow of transactions and information between other departments and the engagement centre

2 Analyse value and service chain and identify gaps

2.1 Develop value and service chain model

2.2 Consult regularly with stakeholders

2.3 Collect data to support chain continuity and gap identification

2.4 Identify gaps in value and service chain

3 Prepare plan to close value and service chain gaps

3.1 Identify service chain gaps within control of customer engagement operations

3.2 Communicate other gaps to stakeholders and relevant parties

3.3 Identify activities and resources needed to close gaps

3.4 Prepare action plan

3.5 Establish review and feedback process

3.6 Develop internal networks to ensure sound communication across organisation

4 Integrate market intelligence capture into operations

4.1 Consult with organisation marketing area or business unit

4.2 Identify and agree on desired market intelligence

4.3 Integrate data collection into engagement guidelines

4.4 Integrate data-capture facilities into database

4.5 Integrate information into existing engagement strategy and operations

5 Report market intelligence to other corporate departments

5.1 Retrieve captured intelligence information

5.2 Prepare market-intelligence reports

5.3 Communicate information to relevant parties in an effective and timely manner

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, 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 Identify and analyse interdependencies

1.1 Identify interdependencies between engagement centre and other departments within the organisation

1.2 Identify the degree of interdependence

1.3 Map the flow of transactions and information between other departments and the engagement centre

2 Analyse value and service chain and identify gaps

2.1 Develop value and service chain model

2.2 Consult regularly with stakeholders

2.3 Collect data to support chain continuity and gap identification

2.4 Identify gaps in value and service chain

3 Prepare plan to close value and service chain gaps

3.1 Identify service chain gaps within control of customer engagement operations

3.2 Communicate other gaps to stakeholders and relevant parties

3.3 Identify activities and resources needed to close gaps

3.4 Prepare action plan

3.5 Establish review and feedback process

3.6 Develop internal networks to ensure sound communication across organisation

4 Integrate market intelligence capture into operations

4.1 Consult with organisation marketing area or business unit

4.2 Identify and agree on desired market intelligence

4.3 Integrate data collection into engagement guidelines

4.4 Integrate data-capture facilities into database

4.5 Integrate information into existing engagement strategy and operations

5 Report market intelligence to other corporate departments

5.1 Retrieve captured intelligence information

5.2 Prepare market-intelligence reports

5.3 Communicate information to relevant parties in an effective and timely manner

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

Forms

Assessment Cover Sheet

BSBCUE504 - Integrate customer engagement within the organisation
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Assessment Record Sheet

BSBCUE504 - Integrate customer engagement within the organisation

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

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