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. Establish system to review business performance | 1.1 Determine service parameters in consultation with others to enable effective performance review 1.2 Establish business performance measures which provide accurate and accessible information on business provision 1.3 Establish accurate, secure and reliable data recording facilities 1.4 Obtain and record performance data regularly |
2. Analyse performance data | 2.1 Collate performance data and conduct a review against planned outcomes 2.2 Conduct analysis to establish if planned outcomes have been achieved 2.3 Identify and document variations of performance against planned outcomes |
3. Determine action required | 3.1 Assess variations in performance to determine degree of change required 3.2 Implement procedures to determine effectiveness of any changes put into practice |
Evidence of the ability to:
establish data requirements, performance measures and service parameters to enable the review of business performance
collate and analyse performance data using relevant techniques
evaluate business performance and provide recommendations on change or action required.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
explain the role of performance measures, service targets and budgets in analysing business performance
outline key features of organisational policy and procedures and industry compliance relating to collection and analysis of data and business performance review
discuss the organisation’s industry market position relative to product/line of business.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
common office equipment and consumables
organisational records, policy and procedures.
Assessors must satisfy NVR/AQTF assessor requirements.