Google Links

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 and maintain a positive client relationship
   • 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
2. Manage customer expectations
   • 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
3. Manage project budget and timeline
   • Client requested changes are monitored and documented and impact on budget and timeline is communicated to client
   • Client is advised on alternative production techniques

Performance Evidence

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.

---

Knowledge Evidence

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

---