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

CSCORG406A Mapping and Delivery Guide
Manage activities to meet client requirements

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CSCORG406A - Manage activities to meet client requirements
Description This unit of competency describes the outcomes required to manage work activities to meet client requirements and contracts. It covers negotiating all aspects of client expectations, delivering quality services to clients, planning activities to provide products and service and managing the products, resources and work environment to ensure mutual satisfaction and continuous improvement. This unit replaces and is equivalent to CSCORG011A Manage activities to meet client requirements.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit applies to candidates with both general and specialist competencies from a range of occupational areas. In practice, managing activities to meet client requirements overlaps with other generalist or specialist work activities, such as using workplace communication strategies, gathering and analysing information, using resources, etc.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable Not applicable
Competency Field Not applicable
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: Negotiate client requirements.
  • Contribute to honest and confidential discussion of client interests.
  • Provide clear and accurate information about the features and benefits of products and services to clients.
  • Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
  • Ensure agreements and contracts comply with legal and organisational requirements.
  • Record, store and use information provided by and to clients according to legal and organisational requirements.
  • Review client agreements regularly to determine improvements that can be made.
       
Element: Plan activities.
  • Consult relevant people about the activities needed to meet client requirements.
  • Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
  • Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation's policies and procedures.
  • Develop additional resources, team practices and skills to meet client requirements.
       
Element: Maintain the work environment.
  • Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
  • Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
  • Review and improve the work environment through the involvement of team members.
  • Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
  • Respond to breaches in health and safety promptly and in line with policies and legal requirements.
  • Make clear and prompt recommendations for improving the work environment.
  • Accurately complete all records of health and safety to meet organisational requirements.
       
Element: Monitor products and services.
  • Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
  • Review products and services according to quality management practices to ensure compliance with contract plans.
  • Obtain feedback from clients on how effectively their requirements are being met.
  • Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
  • Review contracted prices and conditions according to changing demands, supplies and technology.
  • Take prompt action when products, services and processes fail to meet requirements.
  • Complete records of customer agreements and outcomes accurately according to organisational policies.
  • Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
       


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.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment

This unit should be assessed in the workplace and assessment should include the opportunity to demonstrate evidence from work in the wider community. Evidence should be gathered over time in a range of contexts to ensure the candidate can achieve the unit outcome and apply the competency in different situations or environments.

Evidence will be required of performance in a range of variables required by the work site and the defined work role and responsibilities.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to manage activities to meet client requirements in a range of (two or more) contexts or occasions, over time.

Context of and specific resources for assessment

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing activities to meet client requirements, including coping with difficulties, irregularities and breakdowns in routine

copies of legislation, policies, procedures and guidelines relating to client service delivery

access to appropriate learning and assessment support when required.

Method of assessment

Evidence must include observation and information generated in the workplace as well as observation of performance in routine work functions or, where this is not possible, in a simulated exercise.

The following assessment methods are suggested:

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written and/or oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

third-party reports from experienced practitioners

completion of performance feedback from supervisors and colleagues

case studies

scenarios

simulations or role plays.

Guidance information for assessment

Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.

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.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

applying legislation, regulations and organisational policies, procedures and practices relating to meeting client requirements

using effective communication techniques especially related to negotiation, contracts, formal agreements and team collaboration and cooperation

using a range of reliable sources of information

promoting and responding to feedback

maintaining accurate and comprehensive records and reporting to key people

applying procedures relating to occupational health and safety, equal employment opportunity, equity and diversity in the context of client service

designing activity plans that are realistic, manageable, mutually agreed to and contain all the components necessary for implementation and measurement

managing resources efficiently, safely and cost-effectively

applying quality assurance mechanisms and processes

applying continuous improvement methods

developing resources based on activity plans

developing systems for product and service review and redesign.

Required knowledge:

legislation, regulations, policies and procedures relating to the protocols and guidelines that determine activities that meet client requirements

principles of quality assurance and continuous improvement

requirements for dealing with internal and external customers and maintaining a customer focus

strategies for planning and monitoring activities

product and services related to the focus of the work environment

consultation methods and principles of team participation

principles of time and resource management

organisation's environmental and sustainability practices.

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 in the performance criteria is detailed below. Add any 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.

Clients may include:

individual members of the public

individual members of the organisation

other work areas in the organisation

external agencies in the justice system

other agencies and community groups

service funding bodies targeting offender needs

senior management

government and Ministers.

Agreements and contracts must comply with:

organisational quality standards

product and service quality standards

existing and available resources

realistic and achievable contract conditions

transparent communication, reporting and recording

customer and service focus

sound financial management

competitive tendering systems.

Consult relevant people, including:

consultants

management

team members

operational staff

product and service experts.

Activity plans should include:

organisational quality standards

product and service quality standards

existing and available resources

realistic and achievable contract conditions

transparent communication, reporting and recording

customer and service focus

sound financial management

competitive tendering systems

effective use of time and resources

probity and duty of care.

Organisation's policies and procedures may include:

consultation with relevant people

financial and commercial viability

allocation of resources

occupational health and safety

recording and reporting

security

risk assessment

probity and duty of care.

Work environment should include:

effective resource use and maintenance

probity and duty of care

occupational health and safety policies and procedures

non-discriminatory and accountable employment delegations and work practices

clearly defined policies, guidelines and agreed practices

accurate and clear information and reporting systems

physical site and locations

indoor and outdoor facilities

equipment

materials

working procedures.

Legal requirements relate to:

different forms of contracts and commercial agreements and compliance requirements

recording contracts and agreements

information management

duty of care

ethical practice and probity

competitive tendering.

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
Contribute to honest and confidential discussion of client interests. 
Provide clear and accurate information about the features and benefits of products and services to clients. 
Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements. 
Ensure agreements and contracts comply with legal and organisational requirements. 
Record, store and use information provided by and to clients according to legal and organisational requirements. 
Review client agreements regularly to determine improvements that can be made. 
Consult relevant people about the activities needed to meet client requirements. 
Monitor activity plans for circumstances that might affect activities, such as past experience and available resources. 
Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation's policies and procedures. 
Develop additional resources, team practices and skills to meet client requirements. 
Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment. 
Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment. 
Review and improve the work environment through the involvement of team members. 
Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints. 
Respond to breaches in health and safety promptly and in line with policies and legal requirements. 
Make clear and prompt recommendations for improving the work environment. 
Accurately complete all records of health and safety to meet organisational requirements. 
Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved. 
Review products and services according to quality management practices to ensure compliance with contract plans. 
Obtain feedback from clients on how effectively their requirements are being met. 
Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services. 
Review contracted prices and conditions according to changing demands, supplies and technology. 
Take prompt action when products, services and processes fail to meet requirements. 
Complete records of customer agreements and outcomes accurately according to organisational policies. 
Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained. 

Forms

Assessment Cover Sheet

CSCORG406A - Manage activities to meet client requirements
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

CSCORG406A - Manage activities to meet client requirements

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: