Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
PSPMGT005 Mapping and Delivery Guide
Manage quality client service
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | PSPMGT005 - Manage quality client service |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the skills required to manage the promotion, delivery and review of client service within complex or changing circumstances in the public sector. It includes analysing client needs, delivering service which satisfies changing client requirements, gaining employee commitment to quality service delivery, and promoting and monitoring client service.This unit applies to those working in management roles responsible for quality control.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would work autonomously with management responsibilities, performing complex tasks in a range of familiar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide. Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors. |
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Prerequisites/co-requisites | |||
Competency Field | Management |
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Analyse client needs |
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Element: Deliver service that satisfies changing client requirements |
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Element: Secure employee commitment to the provision of client service |
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Element: Promote client service |
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Element: Monitor client services |
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Element: Analyse client needs |
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Element: Deliver service that satisfies changing client requirements |
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Element: Secure employee commitment to the provision of client service |
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Element: Promote client service |
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Element: Monitor client services |
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