Assessor Resource

BSBCUE608
Manage customer engagement operational costs

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills and knowledge required to manage costs in a customer engagement environment.

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 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

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 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

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 cost generating engagement centre transactions 
Calculate transaction costs 
Identify clearly fixed and variable components of transaction costs 
Produce accurate estimates of expected revenue supported by business and financial records 
Identify expected operating expenses based on realistic projections 
Identify proposed capital expenditure based on business plans and estimates 
Work closely with stakeholders to identify factors that may influence operations and costs 
Prepare justifiable high, low and expected budget scenarios 
Deliver an effective presentation of customer engagement centre budget 
Justify aspects of operating expenses, revenues and capital expenditure 
Introduce qualitative information into justification when appropriate 
Correlate statistical performance of engagement centre to budget estimates 
Closely monitor variations between actual budget reporting and expected budget 
Maintain accurate tracking of accrued, invoiced and other costs 
Identify cash flow implications for current and planned events 
Communicate progress against budget to stakeholders 
Closely monitor reasonable threats to budget on a regular basis 
Identify variations in engagement centre performance that present threats to financial performance 
Identify operational strategies to minimise threats to budget 
Regularly monitor staff compliance with financial delegation limits 
Regularly update organisation’s financial control systems 

Forms

Assessment Cover Sheet

BSBCUE608 - Manage customer engagement operational costs
Assessment task 1: [title]

Student name:

Student ID:

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

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

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Assessment Record Sheet

BSBCUE608 - Manage customer engagement operational costs

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

Assessor name:

Signature:

Date:

Student signature:

Date: