Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
PSPMNGT606B Mapping and Delivery Guide
Manage quality client service
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | PSPMNGT606B - Manage quality client service |
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Description | This unit covers the promotion, delivery and ongoing 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.In practice, managing quality client service may occur in the context of other generalist or specialist public sector workplace activities such as managing diversity, implementing policy, maintaining and enhancing ethical practice etc.This unit is one of 5 dealing with client service in the Working in Government and Management Competency fields. Related units are:PSPGOV203B Deliver a service to clientsPSPGOV309A Address client needsPSPGOV402B Deliver and monitor service to clientsPSPGOV502B Develop client servicesThis unit replaces and is equivalent to PSPMNGT606A Manage the delivery of quality client service.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Not applicable. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
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 which 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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