Assessor Resource

BSBCUE603
Design and launch new customer engagement facilities

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to design and establish new customer engagement facilities and substantial enhancement of existing centres.

It applies to individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.

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 design elements

1.1 Analyse role and business needs of proposed customer contact facility

1.2 Define general characteristics of customer contact facility

1.3 Identify design elements to meet business needs

1.4 Confirm analysis with stakeholders

2 Develop detailed specifications

2.1 Review facility design principles to confirm appropriateness of design

2.2 Delegate facility design elements to appropriately experienced specialist/s for detailed specification

2.3 Benchmark facility design against world-class standards to demonstrate appropriateness of specifications

2.4 Confirm design specifications with stakeholders

3 Evaluate resources

3.1 Identify budgetary limits for facility

3.2 Identify suitable resources available from organisation’s preferred suppliers

3.3 Identify suitable alternative resources and suppliers for each design aspect

3.4 Conduct comparative analysis of each alternative

3.5 Recommend resources for each design aspect

4 Integrate design components

4.1 Prepare viable project management plan for the integration of new facility resources

4.2 Use project management tools throughout the integration process

4.3 Prepare contingency plans to meet all reasonable costs

4.4 Develop effective testing procedures and plans for all resources

4.5 Maintain vigilance over budget, quality of supplied resources, and quality of work

4.6 Communicate progress and concerns arising to senior management in a timely way

5 Launch customer contact facility

5.1 Prepare viable project management plan for the launch of the new customer contact facility

5.2 Use project management tools throughout launch process

5.3 Communicate launch parameters to relevant stakeholders

5.4 Establish prelaunch operational test procedures and launch plans

5.5 Supervise launch to completion according to plans and contingencies

5.6 Review launch and debrief with stakeholders to plan followup actions

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 design elements

1.1 Analyse role and business needs of proposed customer contact facility

1.2 Define general characteristics of customer contact facility

1.3 Identify design elements to meet business needs

1.4 Confirm analysis with stakeholders

2 Develop detailed specifications

2.1 Review facility design principles to confirm appropriateness of design

2.2 Delegate facility design elements to appropriately experienced specialist/s for detailed specification

2.3 Benchmark facility design against world-class standards to demonstrate appropriateness of specifications

2.4 Confirm design specifications with stakeholders

3 Evaluate resources

3.1 Identify budgetary limits for facility

3.2 Identify suitable resources available from organisation’s preferred suppliers

3.3 Identify suitable alternative resources and suppliers for each design aspect

3.4 Conduct comparative analysis of each alternative

3.5 Recommend resources for each design aspect

4 Integrate design components

4.1 Prepare viable project management plan for the integration of new facility resources

4.2 Use project management tools throughout the integration process

4.3 Prepare contingency plans to meet all reasonable costs

4.4 Develop effective testing procedures and plans for all resources

4.5 Maintain vigilance over budget, quality of supplied resources, and quality of work

4.6 Communicate progress and concerns arising to senior management in a timely way

5 Launch customer contact facility

5.1 Prepare viable project management plan for the launch of the new customer contact facility

5.2 Use project management tools throughout launch process

5.3 Communicate launch parameters to relevant stakeholders

5.4 Establish prelaunch operational test procedures and launch plans

5.5 Supervise launch to completion according to plans and contingencies

5.6 Review launch and debrief with stakeholders to plan followup actions

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
Analyse role and business needs of proposed customer contact facility 
Define general characteristics of customer contact facility 
Identify design elements to meet business needs 
Confirm analysis with stakeholders 
Review facility design principles to confirm appropriateness of design 
Delegate facility design elements to appropriately experienced specialist/s for detailed specification 
Benchmark facility design against world-class standards to demonstrate appropriateness of specifications 
Confirm design specifications with stakeholders 
Identify budgetary limits for facility 
Identify suitable resources available from organisation’s preferred suppliers 
Identify suitable alternative resources and suppliers for each design aspect 
Conduct comparative analysis of each alternative 
Recommend resources for each design aspect 
Prepare viable project management plan for the integration of new facility resources 
Use project management tools throughout the integration process 
Prepare contingency plans to meet all reasonable costs 
Develop effective testing procedures and plans for all resources 
Maintain vigilance over budget, quality of supplied resources, and quality of work 
Communicate progress and concerns arising to senior management in a timely way 
Prepare viable project management plan for the launch of the new customer contact facility 
Use project management tools throughout launch process 
Communicate launch parameters to relevant stakeholders 
Establish prelaunch operational test procedures and launch plans 
Supervise launch to completion according to plans and contingencies 
Review launch and debrief with stakeholders to plan followup actions 

Forms

Assessment Cover Sheet

BSBCUE603 - Design and launch new customer engagement facilities
Assessment task 1: [title]

Student name:

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I declare that the assessment tasks submitted for this unit are my own work.

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Result: Competent Not yet competent

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Assessment Record Sheet

BSBCUE603 - Design and launch new customer engagement facilities

Student name:

Student ID:

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

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

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