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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. Establish system to review service performance
   • 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
2. Analyse performance data
   • 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
3. Determine action required
   • 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

Performance Evidence

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.

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Knowledge Evidence

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.

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