Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCUE601 Mapping and Delivery Guide
Optimise customer engagement operations

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCUE601 - Optimise customer engagement operations
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.It applies to individuals who analyse, design and execute judgements using wide- ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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
       
Element: 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
       
Element: 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
       
Element: 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
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Analyse customer contact processes using statistical tools

1.1 Identify customer contact processes requiring analysis

1.2 Measure the impact of these processes on service levels or other indicators using statistical tools

1.3 Derive tolerance levels for processes

1.4 Calculate upper and lower control limits from data

1.5 Investigate reasons for performance outside of control limits

2 Rectify productivity impediments

2.1 Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims

2.2 Identify causes of productivity impediments

2.3 Apply service quality and quality management tools to minimise impediments

2.4 Confirm that operations achieve productivity standards

3 Conduct a process review

3.1 Identify components of the process under review

3.2 Analyse and modify process to achieve improved performance using graphical techniques

3.3 Trial and revise modified process to meet organisational efficiency standards

3.4 Document revised process using graphical techniques

4 Benchmark customer contact operations

4.1 Identify appropriate target areas for process improvement

4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice

4.3 Document relevant best-practice processes used by benchmarking organisations

4.4 Identify processes from benchmarking organisations that can be adopted

4.5 Identify relevant benefits and risks associated with implementing new processes

4.6 Adapt best-practice processes to meet enterprise conditions

4.7 Identify and document appropriate performance indicators for evaluation of the new processes


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Analyse customer contact processes using statistical tools

1.1 Identify customer contact processes requiring analysis

1.2 Measure the impact of these processes on service levels or other indicators using statistical tools

1.3 Derive tolerance levels for processes

1.4 Calculate upper and lower control limits from data

1.5 Investigate reasons for performance outside of control limits

2 Rectify productivity impediments

2.1 Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims

2.2 Identify causes of productivity impediments

2.3 Apply service quality and quality management tools to minimise impediments

2.4 Confirm that operations achieve productivity standards

3 Conduct a process review

3.1 Identify components of the process under review

3.2 Analyse and modify process to achieve improved performance using graphical techniques

3.3 Trial and revise modified process to meet organisational efficiency standards

3.4 Document revised process using graphical techniques

4 Benchmark customer contact operations

4.1 Identify appropriate target areas for process improvement

4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice

4.3 Document relevant best-practice processes used by benchmarking organisations

4.4 Identify processes from benchmarking organisations that can be adopted

4.5 Identify relevant benefits and risks associated with implementing new processes

4.6 Adapt best-practice processes to meet enterprise conditions

4.7 Identify and document appropriate performance indicators for evaluation of the new processes

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
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 
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 
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 
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 

Forms

Assessment Cover Sheet

BSBCUE601 - Optimise customer engagement operations
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBCUE601 - Optimise customer engagement operations

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: