Assessor Resource

ICPSU464C
Provide customer service and education

Assessment tool

Version 1.0
Issue Date: April 2024


This unit requires the individual to provide service to customers in the printing industry.

This unit describes the performance outcomes, skills and knowledge required to liaise with customers and clients to ensure satisfactory provision of printed products or services.

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

Employability Skills

This unit contains employability skills.



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.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

effectively managing customer expectations and making client aware of the stages and scheduling of production. Effective customer service

demonstrate an ability to find and use information relevant to the task from a variety of information sources

provide a portfolio covering a month that demonstrates all paperwork has been completed correctly, jobs are completed within budgets, customers' expectations are met eg by providing written or oral reports or examining work error reports

evidence for assessment may be gathered from assessment of the unit of competency alone or through an integrated assessment activity.

Context of and specific resources for assessment

Assessment must ensure:

assessment may take place on the job, off the job or a combination of these. Off the job assessment must be undertaken in a closely simulated workplace environment.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Required skills

OHS in relation to operating machinery such as safely switching off machinery before cleaning is started

communication of ideas and information by acting as a liaison between customer and printer and accurately transmitting the requirements, possibilities and limitations of each to the other

collecting, analysing and organising information by using data on equipment capabilities, costs and customer requirements to produce a viable quote

planning and organising activities by ensuring adequate consultation with the customer during the job

teamwork when working effectively with both customers and production workers to ensure job satisfaction

mathematical ideas and techniques by developing different quotes for different production options

problem-solving skills by effectively translating the customer's idea/requirements into a viable product/job

use of technology by using software for estimating and understanding cross-platform software issues when quoting jobs

Required knowledge

requirements of all printing processes

relationship between pre-press, press and post-press

costs and characteristics of a range of substrates and inks

information sources

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Range of processes may include:

all printing processes.

Customers may include:

internal

external.

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
Rapport with client is built and maintained according to accepted business practices 
Opportunities to provide additional services to client are identified 
Client is advised of input requirements and restraints for relevant processes 
Match customer needs and expectations with production process requirements 
Job requirements are clarified with client and compared with quote/estimate 
Information and clarifications are passed between client and technical staff 
Job specifications and job parameters are used to define appropriate production procedures and processes 
Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated 
Project is evaluated and feedback provided to client as agreed or according to enterprise customer service practices 
Preliminary proof and contract proof are distinguished according to enterprise standards and that is communicated to the client 
Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in the production process 
Job information (eg work orders, quotes, job tickets) is documented and compiled 
Client requested changes are monitored and documented and the impact on budget and timeline is communicated to the client 
The client is advised on alternative production techniques 

Forms

Assessment Cover Sheet

ICPSU464C - Provide customer service and education
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

ICPSU464C - Provide customer service and education

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: