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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 a system to review service performance
   • Service parameters are reviewed to enable performance to be assessed effectively
   • Measures of service performance are established which provide accurate and accessible information on service provision
   • Service performance data is regularly obtained, analysed and reviewed
2. Analyse performance data
   • Performance data is collated to enable a review against planned outcomes to be conducted
   • Analysis is conducted to establish whether planned outcomes have been achieved
   • Variations of performance against planned outcomes are identified
3. Determine action required
   • Variations in performance are assessed to determine the degree of change required
   • Procedures are implemented to determine effectiveness of any changes implemented

Required Skills

Required skills

highly developed communication skills to negotiate with clients and others meet a clients personal needs and to present complex information seek assistance and expert advice determine and confirm information using questioning and active listening techniques liaise with others share information listen and understand use language and concepts appropriate to cultural differences numeracy and IT skills to perform calculations related to achieving required outcomes use computer applications word processing spreadsheet database specific purpose computer systems to assist in achieving required outcomes access and update records electronically access webbased information services welldeveloped literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information and write reports maintain currency of industry products and services knowledge participate in ongoing formal and informal learning research and analysis skills for accessing and interpreting relevant information interpersonal skills organisational skills including the ability to plan and sequence work auditing skills data analysis and interpretation skills

Required knowledge

budgeting requirements and practice industry market position relative to productline of business information technology and communications systems organisation policy and procedures and industry compliance requirements relevant common law legal systems and procedures underwriting guidelines and authorities

Evidence Required

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 apply high level analysis and decision making conduct timely performance reviews analyse service results and recommend appropriate actions
Context of and specific resources for assessment	Assessment must ensure competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment access to and the use of a range of common office equipment technology software and consumables access to organisation records access to organisational policies and procedures
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency observing processes and procedures in workplaces verbal or written questioning on underpinning knowledge and skills evaluating samples of work accessing and validating third party reports setting and reviewing workplace projects and business simulations or scenarios
Guidance information for assessment

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Range Statement

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.
Service performance data may include:	claims rejected client feedback client files complaints cost outstanding claims portfolio results premium collection profitability program lapses records renewal rate response times.

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