Assessor Resource

FNSIBK507
Review service performance

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to collect, analyse and review the client service provided by an insurance broking organisation to identify suitable actions. It encompasses investigations, analysis and evaluation about broker performance in implementing the client’s service plan and developing strategies to improve it.

It applies to individuals with well-developed interpersonal, research and analytical skills that are used to develop strategies to improve services.

Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.

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. Establish system to review service performance

1.1 Determine service parameters to enable performance to be reviewed effectively

1.2 Establish measures of service performance that provide accurate and accessible information on service provision.

1.3 Establish accurate, secure and reliable data recording facilities

1.4 Design and implement suitable monitoring system to record service performance data

1.5 Establish review schedule

2. Analyse performance data

2.1 Collate performance data to enable review against planned outcomes to be conducted

2.2 Analyse data to establish whether planned outcomes have been achieved

2.3 Identify variations of performance against planned outcomes

3. Determine action required

3.1 Assess variations in performance to determine degree of change required

3.2 Prepare action plan to accommodate changes

3.3 Implement procedures to determine effectiveness of any changes implemented

Evidence of the ability to:

apply high level analysis, decision making and auditing to ensure service performance is in line with desired outcomes

conduct timely performance reviews and spot checks against service performance indicators

analyse service results, and report and recommend appropriate actions

implement procedures and determine effectiveness.

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:

provide examples of approaches used for continuous improvement in client service

outline the key performance indicators and key result areas for client servicing

explain the application of marketing principles and practice in developing strategies for client servicing

outline forecasting related to the client servicing aspects of the organisational budget

outline the impact of underwriting guidelines and authorities on organisational policy and procedures related to client servicing

explain responsibility taken for compliance requirements by brokers undertaking client servicing.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the insurance broking field of work and include access to:

common office equipment, technology, software and consumables

organisational records

organisational policy and procedures.

Assessors must satisfy NVR/AQTF assessor requirement.

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. Establish system to review service performance

1.1 Determine service parameters to enable performance to be reviewed effectively

1.2 Establish measures of service performance that provide accurate and accessible information on service provision.

1.3 Establish accurate, secure and reliable data recording facilities

1.4 Design and implement suitable monitoring system to record service performance data

1.5 Establish review schedule

2. Analyse performance data

2.1 Collate performance data to enable review against planned outcomes to be conducted

2.2 Analyse data to establish whether planned outcomes have been achieved

2.3 Identify variations of performance against planned outcomes

3. Determine action required

3.1 Assess variations in performance to determine degree of change required

3.2 Prepare action plan to accommodate changes

3.3 Implement procedures to determine effectiveness of any changes implemented

Evidence of the ability to:

apply high level analysis, decision making and auditing to ensure service performance is in line with desired outcomes

conduct timely performance reviews and spot checks against service performance indicators

analyse service results, and report and recommend appropriate actions

implement procedures and determine effectiveness.

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:

provide examples of approaches used for continuous improvement in client service

outline the key performance indicators and key result areas for client servicing

explain the application of marketing principles and practice in developing strategies for client servicing

outline forecasting related to the client servicing aspects of the organisational budget

outline the impact of underwriting guidelines and authorities on organisational policy and procedures related to client servicing

explain responsibility taken for compliance requirements by brokers undertaking client servicing.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the insurance broking field of work and include access to:

common office equipment, technology, software and consumables

organisational records

organisational policy and procedures.

Assessors must satisfy NVR/AQTF assessor requirement.

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
Determine service parameters to enable performance to be reviewed effectively 
Establish measures of service performance that provide accurate and accessible information on service provision. 
Establish accurate, secure and reliable data recording facilities 
Design and implement suitable monitoring system to record service performance data 
Establish review schedule 
Collate performance data to enable review against planned outcomes to be conducted 
Analyse data to establish whether planned outcomes have been achieved 
Identify variations of performance against planned outcomes 
Assess variations in performance to determine degree of change required 
Prepare action plan to accommodate changes 
Implement procedures to determine effectiveness of any changes implemented 

Forms

Assessment Cover Sheet

FNSIBK507 - Review service performance
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:

Signature:

Date:

Assessment Record Sheet

FNSIBK507 - Review service performance

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: