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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Analyse customer contact processes using statistical tools
   • Identify customer contact processes requiring analysis
   • Measure the impact of these processes on service levels or other indicators using statistical tools
   • Derive tolerance levels for processes
   • Calculate upper and lower control limits from data
   • Investigate reasons for performance outside of control limits
2. Rectify productivity impediments
   • Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims
   • Identify causes of productivity impediments
   • Apply service quality and quality management tools to minimise impediments
   • Confirm that operations achieve productivity standards
3. Conduct a process review
   • Identify components of the process under review
   • Analyse and modify process to achieve improved performance using graphical techniques
   • Trial and revise modified process to meet organisational efficiency standards
   • Document revised process using graphical techniques
4. Benchmark customer contact operations
   • Identify appropriate target areas for process improvement
   • Research and nominate benchmarking organisations that demonstrate relevant best practice
   • Document relevant best-practice processes used by benchmarking organisations
   • Identify processes from benchmarking organisations that can be adopted
   • Identify relevant benefits and risks associated with implementing new processes
   • Adapt best-practice processes to meet enterprise conditions
   • Identify and document appropriate performance indicators for evaluation of the new processes