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Elements and Performance Criteria

1. Calculate costs of services
   • Create client record to administer the client's details and requirements in accordance with company requirements
   • Source, select and interpret product and costing information in accordance with company requirements
   • Calculate costs, taxes and profit margin in accordance with company requirements
   • Check all calculations and keep detailed and legible records of method of calculations in accordance with company requirements
2. Provide quotation to client
   • Ensure all quotations include accurate details of the cost of service and the conditions and limitationsof quotation in accordance with legislative and company requirements
   • Provide quotations to client in company format in accordance with company requirements
   • Offer options, with secondary quotations, in accordance with company requirements
   • Record all details of the quotation accurately and legibly and retain on file in accordance with company requirements
3. Respond to request for variation of existing contract
   • Determine the appropriate person with authority to respond to client request for a variation in accordance with company requirements
   • Assess request against existing contract conditions, the additional work required and the capacity to respond in accordance with company requirements
   • Prepare accurate costing and provide quotation for requested changes in accordance with company requirements
   • Update client record and record all details of the quotation in accordance with company guidelines

Required Skills

Refer to Evidence Guide

Evidence Required

The evidence guide identifies the requirements to be demonstrated to confirm competence for this unit Assessment must confirm sufficient ability to use appropriate skills and knowledge to provide a quotation or respond to a variation request Assessment of performance should be over a period of time covering all categories within the range statement that are applicable in the working environment

Critical aspects of competency

Assessing the clients service requirements

Understanding the resource implications of the particular cleaning methods being proposed

Assessing the equipment chemical and consumable requirements of the work order

Calculating costs of providing services

Compliance with company and legislative requirements

Implementing company policies and procedures for preparation of quotation

Outcomes achieved in relation to customer service and company requirements for preparing and presenting quotations

Presenting service offer costing and conditions

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit in the workplace to transfer the skills to other contexts and to deal with unplanned events The knowledge requirements for this unit are listed below

Client specifications

Effective and compatible cleaning methods for various surface types

Types of cleaning equipment and their appropriate uses

Types of chemicals and their appropriate uses

Product knowledge

Knowledge of job specification for variation requests

Contractual requirements for variation requests

Relevant industrial awards and other industrial agreements

Relevant consumer protection issues and fair trading and trade practices requirements

Awareness of applicable legislation regulations codes of practice and industry advisory standards

Communication and negotiation techniques

Company management structure and reporting procedures

Company procedures and practices

Emergency response and evacuation procedures

Injury dangerous occurrence and incident reporting

Knowledge of biological and viral control procedures

OHS legislation and procedures

Routes of entry and potential symptoms of exposure from chemicals

Specific skills needed to achieve the performance criteria

To achieve the performance criteria some complementary skills are required These are

preparation of concise and accurate written quotations and associated business correspondence

reading existing contracts and site plans

performing the mathematical calculations required for the preparation of quotations on the cost of services or service variations and planning and allocating resources data sheets

communicating clearly and concisely using written and verbal modes

customer service

handling and disposal of chemicals safely

handling and disposal of contaminated and toxic waste

performing the mathematical calculations required for the dilution and mixing of chemicals as specified on product labels

planning and organising work

problem solving and critical analysis

reading interpreting and responding appropriately to directions and safety instructions in equipment manuals and material safety data sheets and on chemical labels

requesting advice or further information

scheduling and rostering

seeking and receiving feedback

sourcing organising and recording information

working as part of a team

Resources required to assess this unit

The following resources should be available

access to company policy documents and procedures for preparing and documenting quotations

access to relevant databases and information sources

access to plain English version of relevant statutes and procedures

work order instructions work plans and schedules

assessment instruments including personal planner and assessment record book

Gaining evidence to assess this unit

For valid and reliable assessment of this unit the competency should be demonstrated over a period of time and be observed by the assessor

The competency is to be demonstrated in a range of situations that may include customerworkplace interruptions and involvement in related activities normally experienced in the workplace

Assessment of competency may be made through practical demonstrations in the work environment Consistency of outcomes over a period of time should be the basis for assessing practical job requirements A further option for offthejob assessment may be by way of a workrelated project supplemented by supervisor reports

Key competency levels

There are a number of processes that are learnt throughout work and life that are required in all jobs They are fundamental processes and generally transferable to other work functions Some of these are covered by the key competencies although others may be added

Information below highlights how these processes are applied in this unit of competency

	Perform the process			Perform and administer the process		Perform administer and design the process
How can communication of ideas and information be applied						Source appropriate product equipment specifications and costing information relevant to the particular quoting situation
How can information be collected analysed and organised						Collect and analyse information from clients tender brief and develop service options for the client
How are activities planned and organised						Plan and organise work to ensure clients quotation deadline is met and prioritise order of quotations to be provided to various customers
How can teamwork be applied						Acquire information from management and client to support quotation and meet deadlines
How can the use of mathematical ideas and techniques be applied						Calculate the costs of services to clients including cost of equipment chemicals and other products required
How can problemsolving skills be applied						Communicate with management and client to gain information to resolve problems
How can the use of technology be applied						Record data for future use such as quotations and stockequipment control

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Range Statement

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables are listed in alphabetical order and may be present for this particular unit.

Appropriate person(s) may include:

manager

self

supervisor.

Client records may be a computer or manual file and include:

contact details

customer files and databases

details of previous quotations

details of previous service provision

use of contractors.

Company requirements may include:

access and equity policy, principles and practice

business and performance plans

client communication procedures

client confidentiality procedures

client service standards

communication channels and reporting procedures

company goals, objectives, plans, systems and processes

company issued identification badge/card/pass

company policy and procedures

company service standards

defined resource parameters

dress and presentation requirements

duty of care, code of conduct, code of ethics

emergency response and evacuation procedures

maintenance procedures for equipment and PPE

OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)

OHS policies and procedures

personnel practices and guidelines

policies and procedures relating to own role, responsibility and delegation

quality and continuous improvement processes and standards

records and information systems and processes

rights and responsibilities of employees and employers

training (induction, refresher and new skills) materials

use of contractors

work site access security clearance procedures.

Conditions and limitations of quotations may include:

date of quotation

general conditions and rules

inclusions and exclusions

life/expiry date of quotation

payment details

rise and fall of costs.

Legislative requirements may include:

Australian Standards, quality assurance and certification requirements

award and enterprise agreements

codes of practice

national industry standards

relevant Commonwealth/state/territory legislation and local government regulations that affect company operation:

anti-discrimination and diversity

availability of chemical registers/manifests

chemical controls

consumer protection

environmental protection issues

equal employment opportunity

freedom of information

industrial equipment certificates of competency or licences

industrial relations

OHS Acts and regulations

privacy

trade practices

workplace consultative arrangements.

Variation requests may occur due to:

change in the level of the client's business

contractor initiated

emergencies

irregular requirements (shampoo carpet, window cleaning)

new building work.

Work order information may include:

access to work site and egress points

budget allocations

completion times/dates

insufficient people to complete the work task(s)

job requirements and tasks

legislative requirements and local government

OHS requirements and emergency response procedures

resource requirements - equipment and chemicals

specific client requirements e.g. relationships with other activities, dress and presentation requirements

use of signage and barriers

work schedules

working in isolated and remote locations

work site contact person(s).

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