Application
This unit describes the skills and knowledge required to develop strategies to manage organisational systems to oversee a multicentre.
It applies to individuals who need to solve a defined range of unpredictable problems, analyse and evaluate information from a variety of sources, and who may provide leadership and guidance to others with some limited responsibility for the output of others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Plan oversight of a multicentre | 1.1 Assess nature of multicentre 1.2 Incorporate needs of customers in planning processes 1.3 Ensure plans achieve quality, time and cost specifications agreed with customers |
2 Monitor, adjust and review multicentre service | 2.1 Use appropriate strategies to monitor progress in achieving product and service targets and standards 2.2 Use appropriate strategies to obtain customer feedback to improve provision of products and services 2.3 Develop, procure and use resources to provide quality products and services to customers |
3 Review service | 3.1 Make decisions to overcome problems and to adapt customer service and product delivery, in consultation with appropriate individuals and groups 3.2 Assist colleagues to overcome difficulty in meeting customer service standards and escalate enquiries appropriately 3.3 Manage records, reports and recommendations within organisation’s systems and processes |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 2.1, 2.3, 3.3 | Interprets, analyses and monitors textual information to establish requirements and confirm understanding |
Writing | 1.2, 2.3, | Prepares information which incorporates specialised and cohesive language in a format and style appropriate to purpose and audience |
Numeracy | 1.3 | Calculates time and costs required to achieve plans |
Oral Communication | 1.3, 2.2, 2.3, 3.1, 3.2 | Participates effectively in interactions to articulate requirements and confirm and clarify understanding Elicits views and opinions of others and obtains information by listening and questioning |
Navigate the world of work | 3.3 | Takes responsibility for adherence to organisational processes and protocols when performing role |
Interact with others | 3.1, 3.2 | Selects and uses appropriate conventions and protocols when engaging stakeholders in discussion about management of customer service standards and problem resolution |
Get the work done | 1.1-1.3, 2.1-2.3, 3.1-3.3 | Develops, implements and monitors plans to manage service operation and delivery in a multicentre to meet customer requirements Accepts responsibility for service performance targets and uses analytical and consultative processes to identify service issues and implement improvements Uses main features and functions of digital tools and systems to access information and complete work tasks |
Sectors
Stakeholder Relations – Customer Engagement