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

BSBCUE604 Mapping and Delivery Guide
Develop and maintain a service level strategy

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCUE604 - Develop and maintain a service level strategy
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to establish, monitor and maintain a service level strategy in a customer engagement environment.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 historical data
  • Distinguish between contact-wait characteristics and service level data
  • Collect relevant and accurate service level data
  • Determine historical service levels for service level periods
  • Collect relevant and accurate contact-wait time, abandonment rate and customer survey data
  • Determine historical contact-wait and abandon-time characteristics
       
Element: Formulate a service level policy
  • Describe the difference and impacts of providing the required service level against the industry standard
  • Consult with relevant stakeholders on contact-wait characteristics and service levels
  • Identify business needs related to service levels
  • Review organisation’s contact-wait characteristics in relation to the industry, the market and competition
  • Formulate a comprehensive set of appropriate contact-wait characteristics
  • Define and document an appropriate service level policy or target
  • Develop comprehensive contingency plans for loss of facilities or technology
  • Identify and document corresponding resource requirements
  • Communicate and justify service level policy to senior management and stakeholders
       
Element: Monitor and maintain service levels
  • Identify measurement capabilities of existing technology
  • Select diagnostic measures to monitor service levels
  • Collect and analyse service level data
  • Identify underperforming service level periods
  • Analyse service level inputs and recommend corrections to maintain service levels
  • Conduct benchmarking to compare performance to competitors and industry best practice
       


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 historical data

1.1 Distinguish between contact-wait characteristics and service level data

1.2 Collect relevant and accurate service level data

1.3 Determine historical service levels for service level periods

1.4 Collect relevant and accurate contact-wait time, abandonment rate and customer survey data

1.5 Determine historical contact-wait and abandon-time characteristics

2 Formulate a service level policy

2.1 Describe the difference and impacts of providing the required service level against the industry standard

2.2 Consult with relevant stakeholders on contact-wait characteristics and service levels

2.3 Identify business needs related to service levels

2.4 Review organisation’s contact-wait characteristics in relation to the industry, the market and competition

2.5 Formulate a comprehensive set of appropriate contact-wait characteristics

2.6 Define and document an appropriate service level policy or target

2.7 Develop comprehensive contingency plans for loss of facilities or technology

2.8 Identify and document corresponding resource requirements

2.9 Communicate and justify service level policy to senior management and stakeholders

3 Monitor and maintain service levels

3.1 Identify measurement capabilities of existing technology

3.2 Select diagnostic measures to monitor service levels

3.3 Collect and analyse service level data

3.4 Identify underperforming service level periods

3.5 Analyse service level inputs and recommend corrections to maintain service levels

3.6 Conduct benchmarking to compare performance to competitors and industry best practice


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 historical data

1.1 Distinguish between contact-wait characteristics and service level data

1.2 Collect relevant and accurate service level data

1.3 Determine historical service levels for service level periods

1.4 Collect relevant and accurate contact-wait time, abandonment rate and customer survey data

1.5 Determine historical contact-wait and abandon-time characteristics

2 Formulate a service level policy

2.1 Describe the difference and impacts of providing the required service level against the industry standard

2.2 Consult with relevant stakeholders on contact-wait characteristics and service levels

2.3 Identify business needs related to service levels

2.4 Review organisation’s contact-wait characteristics in relation to the industry, the market and competition

2.5 Formulate a comprehensive set of appropriate contact-wait characteristics

2.6 Define and document an appropriate service level policy or target

2.7 Develop comprehensive contingency plans for loss of facilities or technology

2.8 Identify and document corresponding resource requirements

2.9 Communicate and justify service level policy to senior management and stakeholders

3 Monitor and maintain service levels

3.1 Identify measurement capabilities of existing technology

3.2 Select diagnostic measures to monitor service levels

3.3 Collect and analyse service level data

3.4 Identify underperforming service level periods

3.5 Analyse service level inputs and recommend corrections to maintain service levels

3.6 Conduct benchmarking to compare performance to competitors and industry best practice

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
Distinguish between contact-wait characteristics and service level data 
Collect relevant and accurate service level data 
Determine historical service levels for service level periods 
Collect relevant and accurate contact-wait time, abandonment rate and customer survey data 
Determine historical contact-wait and abandon-time characteristics 
Describe the difference and impacts of providing the required service level against the industry standard 
Consult with relevant stakeholders on contact-wait characteristics and service levels 
Identify business needs related to service levels 
Review organisation’s contact-wait characteristics in relation to the industry, the market and competition 
Formulate a comprehensive set of appropriate contact-wait characteristics 
Define and document an appropriate service level policy or target 
Develop comprehensive contingency plans for loss of facilities or technology 
Identify and document corresponding resource requirements 
Communicate and justify service level policy to senior management and stakeholders 
Identify measurement capabilities of existing technology 
Select diagnostic measures to monitor service levels 
Collect and analyse service level data 
Identify underperforming service level periods 
Analyse service level inputs and recommend corrections to maintain service levels 
Conduct benchmarking to compare performance to competitors and industry best practice 

Forms

Assessment Cover Sheet

BSBCUE604 - Develop and maintain a service level strategy
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

BSBCUE604 - Develop and maintain a service level strategy

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: