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

RIICCR601D Mapping and Delivery Guide
Manage customer relationships

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency RIICCR601D - Manage customer relationships
Description
Employability Skills
Learning Outcomes and Application This unit describes a participant’s skills and knowledge required to manage customer relationships in the Resources and Infrastructure Industries.This unit applies to those working in management roles.No licensing 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.

An assessor of this unit must satisfy the requirements of the NVR/AQTF or their successors; and Industry regulations for certification and licensing; and,

this unit is best assessed in the context of this sector’s work environment;

where personal safety or environmental damage are limiting factors, assessment may occur in a simulated environment provided it is realistic and sufficiently rigorous to cover all aspects of this sector’s workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills; and,

this unit must be assessed in compliance with relevant legislation/regulation and using policies, procedures, processes and operational manuals directly related to the industry sector for which it is being assessed; and,

assessment may be conducted in conjunction with the assessment of other Units of Competency; and,

assessment must confirm consistent performance can be applied in a range of relevant workplace circumstances; and,

assessors must demonstrate the performance evidence, and knowledge evidence as outlined in this Unit of Competency, and through the minimum years of current* work experience specified below in an Industry sector relevant to the outcomes of the unit; or,

where the assessor does not meet experience requirements a co-assessment or partnership arrangement must exist between the qualified assessor and an Industry subject matter expert. The Industry subject matter expert should hold the unit being assessed (or an equivalent unit) and/or demonstrate equivalence of skills and knowledge at the unit level. An Industry technical expert must also demonstrate skills and knowledge from the minimum years of current work experience specified below in the Industry sector, including time spent in roles related to the unit being assessed; and,

assessor and Industry subject matter expert requirements differ depending on the Australian Qualifications Framework Level (AQF) of the qualification being assessed and/or Industry Sector as follows:

Industry sector

AQF** Level

Required assessor or Industry subject matter expert experience

Drilling, Metalliferous Mining, Coal Mining, Extractive (Quarrying) and Civil Construction

1

1 Year

2

2 Years

Drilling, Coal Mining and Extractive (Quarrying)

3-6

3 Years

Metalliferous Mining and Civil Construction

3-6

5 Years

Other sectors

Where this Unit is being assessed outside of the Resources and Infrastructure Sectors assessor and/or Industry subject matter expert experience should be in-line with industry standards for the sector in which it is being assessed and where no Industry standard is specified should comply with any relevant regulation.

*Assessors can demonstrate current work experience through employment within Industry in a role relevant to the outcomes of the Unit; or, for external assessors this can be demonstrated through exposure to Industry by conducting frequent site assessments across various locations.

**Where a unit is being delivered outside of a Qualification the first numeric character in the Unit code should be considered to indicate the AQF level
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: Plan to meet client requirements
  • Access, interpret and apply customer relationship documentation and ensure the work activity is compliant
  • Research, understand and assess the needs of clients and include them in the planning process
  • Make provision in plans to negotiate quality, time and cost specifications with clients
  • Maintain effective communication links and consultative processes with clients
       
Element: Identify opportunities for product and service enhancement
  • Identify existing/potential customer base as a guide to demand
  • Identify service opportunities and promote them to potential clients
  • Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy
  • Implement systems to receive, respond to and address client reactions
  • Implement marketing strategies aimed at improving the business’ competitive position
       
Element: Explore opportunities to improve client satisfaction
  • Deliver products and services to client satisfaction within quality, time, cost and resource parameters
  • Maintain quality of products and services by establishing client feedback mechanisms
  • Discuss problems and implement resolution process
  • Investigate client complaints promptly and use to improve service
       
Element: Monitor marketing performance
  • Monitor performance achievements against the marketing plan
  • Investigate causes of any serious performance deviations and take corrective action
  • Monitor and optimise production operations
  • Use resources effectively and efficiently to provide a quality service
  • Plan and introduce strategies which support the establishment of long term relationships
  • Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements
  • Manage written records, reports and recommendations
       


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.

1 Plan to meet client requirements

1.1 Access, interpret and apply customer relationship documentation and ensure the work activity is compliant

1.2 Research, understand and assess the needs of clients and include them in the planning process

1.3 Make provision in plans to negotiate quality, time and cost specifications with clients

1.4 Maintain effective communication links and consultative processes with clients

2 Identify opportunities for product and service enhancement

2.1 Identify existing/potential customer base as a guide to demand

2.2 Identify service opportunities and promote them to potential clients

2.3 Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy

2.4 Implement systems to receive, respond to and address client reactions

2.5 Implement marketing strategies aimed at improving the business’ competitive position

3 Explore opportunities to improve client satisfaction

3.1 Deliver products and services to client satisfaction within quality, time, cost and resource parameters

3.2 Maintain quality of products and services by establishing client feedback mechanisms

3.3 Discuss problems and implement resolution process

3.4 Investigate client complaints promptly and use to improve service

4 Monitor marketing performance

4.1 Monitor performance achievements against the marketing plan

4.2 Investigate causes of any serious performance deviations and take corrective action

4.3 Monitor and optimise production operations

4.4 Use resources effectively and efficiently to provide a quality service

4.5 Plan and introduce strategies which support the establishment of long term relationships

4.6 Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements

4.7 Manage written records, reports and recommendations

Evidence is required to be collected that demonstrates a candidate’s competency in this unit. Evidence must be relevant to the roles within this sector’s work operations and satisfy all of the requirements of the performance criteria of this unit and include evidence that the candidate:

locates and applies relevant legislation, documentation, policies and procedures

demonstrates completion of managing customer relationships that safely, effectively and efficiently meets all of the required outcomes on more than one (1) occasion including:

planning activity and processes for managing customer relationships (including sales, advertising and promotion, logistics)

applying key marketing concepts and methods to establish strategies that support the establishment of long term relationships

carrying out continuous improvement processes for product and services

identifying and managing contractual rights and responsibilities

consulting with customer to ensure products and services meet client needs

monitoring client satisfaction

exploring opportunities to improve client satisfaction

using problem solving, negotiation and conflict resolution techniques to manage and maintain customer requirements

monitoring marketing performance

researching and applying best techniques for collection of data and record keeping

analysing problems with products and services, consider option, implements best option to solve problems

The candidate must demonstrate knowledge managing customer relationships through:

identifying legal rights and responsibilities

identifying contractual rights and responsibilities

establishing planning and control systems (sales, advertising and promotion, logistics)

identifying and communicating key marketing concepts and methods

determining various methods of monitoring client satisfaction

using numerical concepts such as percentages, place value for whole numbers and decimals, estimation (for example, quantities, resources, time)

maintaining record keeping systems

using various communication systems, processes and procedures

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.

1 Plan to meet client requirements

1.1 Access, interpret and apply customer relationship documentation and ensure the work activity is compliant

1.2 Research, understand and assess the needs of clients and include them in the planning process

1.3 Make provision in plans to negotiate quality, time and cost specifications with clients

1.4 Maintain effective communication links and consultative processes with clients

2 Identify opportunities for product and service enhancement

2.1 Identify existing/potential customer base as a guide to demand

2.2 Identify service opportunities and promote them to potential clients

2.3 Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy

2.4 Implement systems to receive, respond to and address client reactions

2.5 Implement marketing strategies aimed at improving the business’ competitive position

3 Explore opportunities to improve client satisfaction

3.1 Deliver products and services to client satisfaction within quality, time, cost and resource parameters

3.2 Maintain quality of products and services by establishing client feedback mechanisms

3.3 Discuss problems and implement resolution process

3.4 Investigate client complaints promptly and use to improve service

4 Monitor marketing performance

4.1 Monitor performance achievements against the marketing plan

4.2 Investigate causes of any serious performance deviations and take corrective action

4.3 Monitor and optimise production operations

4.4 Use resources effectively and efficiently to provide a quality service

4.5 Plan and introduce strategies which support the establishment of long term relationships

4.6 Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements

4.7 Manage written records, reports and recommendations

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
Access, interpret and apply customer relationship documentation and ensure the work activity is compliant 
Research, understand and assess the needs of clients and include them in the planning process 
Make provision in plans to negotiate quality, time and cost specifications with clients 
Maintain effective communication links and consultative processes with clients 
Identify existing/potential customer base as a guide to demand 
Identify service opportunities and promote them to potential clients 
Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy 
Implement systems to receive, respond to and address client reactions 
Implement marketing strategies aimed at improving the business’ competitive position 
Deliver products and services to client satisfaction within quality, time, cost and resource parameters 
Maintain quality of products and services by establishing client feedback mechanisms 
Discuss problems and implement resolution process 
Investigate client complaints promptly and use to improve service 
Monitor performance achievements against the marketing plan 
Investigate causes of any serious performance deviations and take corrective action 
Monitor and optimise production operations 
Use resources effectively and efficiently to provide a quality service 
Plan and introduce strategies which support the establishment of long term relationships 
Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements 
Manage written records, reports and recommendations 

Forms

Assessment Cover Sheet

RIICCR601D - Manage customer relationships
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

RIICCR601D - Manage customer relationships

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: