Assessor Resource

ICPSUP464
Provide customer service and education

Assessment tool

Version 1.0
Issue Date: April 2024


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

It applies to individuals who perform a broad range of skilled tasks and services for customers in the printing and graphic arts industry. They may also provide some leadership and guidance to others in the application and planning of the skills.

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. Establish and maintain a positive client relationship

1.1 Rapport with client is built and maintained according to accepted business practices

1.2 Opportunities to provide additional services to client are identified

1.3 Client is advised of input requirements and restraints for relevant printing processes

2. Manage customer expectations

2.1 Internal and external customer needs and expectations are matched with production process requirements

2.2 Job requirements are clarified with client and compared with quote/estimate

2.3 Information and clarifications are passed between client and technical staff

2.4 Job specifications and job parameters are used to define appropriate production procedures and processes

2.5 Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated

2.6 Project is evaluated and feedback provided to client as agreed, or according to enterprise customer service practices

2.7 Preliminary proof and contract proof are distinguished according to enterprise standards, and communicated to client

2.8 Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in production process

2.9 Job information (eg work orders, quotes, job tickets) is documented and compiled

3. Manage project budget and timeline

3.1 Client requested changes are monitored and documented and impact on budget and timeline is communicated to client

3.2 Client is advised on alternative production techniques

Evidence of the ability to:

use effective strategies to build client relationships, according to business practices

liaise with customers and staff to gather, clarify, convey or confirm information

explain the services and capabilities of the enterprise to customers

effectively manage customer expectations and make client aware of timelines and budget

prepare and document required job information

assemble a portfolio covering a period of at least ONE month that demonstrates satisfactory completion of a job (documents should indicate that the job has been completed within budget and to the customer's satisfaction).

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:

outline requirements of all relevant printing processes

explain the relationship between pre-press, press and post-press

outline costs and characteristics of a range of substrates and inks

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the Support field of work and include access to special purpose tools, equipment and materials.

Assessors must satisfy NVR/AQTF assessor requirements.

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 and maintain a positive client relationship

1.1 Rapport with client is built and maintained according to accepted business practices

1.2 Opportunities to provide additional services to client are identified

1.3 Client is advised of input requirements and restraints for relevant printing processes

2. Manage customer expectations

2.1 Internal and external customer needs and expectations are matched with production process requirements

2.2 Job requirements are clarified with client and compared with quote/estimate

2.3 Information and clarifications are passed between client and technical staff

2.4 Job specifications and job parameters are used to define appropriate production procedures and processes

2.5 Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated

2.6 Project is evaluated and feedback provided to client as agreed, or according to enterprise customer service practices

2.7 Preliminary proof and contract proof are distinguished according to enterprise standards, and communicated to client

2.8 Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in production process

2.9 Job information (eg work orders, quotes, job tickets) is documented and compiled

3. Manage project budget and timeline

3.1 Client requested changes are monitored and documented and impact on budget and timeline is communicated to client

3.2 Client is advised on alternative production techniques

Evidence of the ability to:

use effective strategies to build client relationships, according to business practices

liaise with customers and staff to gather, clarify, convey or confirm information

explain the services and capabilities of the enterprise to customers

effectively manage customer expectations and make client aware of timelines and budget

prepare and document required job information

assemble a portfolio covering a period of at least ONE month that demonstrates satisfactory completion of a job (documents should indicate that the job has been completed within budget and to the customer's satisfaction).

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:

outline requirements of all relevant printing processes

explain the relationship between pre-press, press and post-press

outline costs and characteristics of a range of substrates and inks

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the Support field of work and include access to special purpose tools, equipment and materials.

Assessors must satisfy NVR/AQTF assessor requirements.
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 printing processes 
Internal and external customer needs and expectations are matched 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 communicated to client 
Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in production process 
Job information (eg work orders, quotes, job tickets) is documented and compiled 
Client requested changes are monitored and documented and impact on budget and timeline is communicated to client 
Client is advised on alternative production techniques 

Forms

Assessment Cover Sheet

ICPSUP464 - 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

ICPSUP464 - 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: