ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify design elements

1.1 Analyse role and business needs of proposed customer contact facility

1.2 Define general characteristics of customer contact facility

1.3 Identify design elements to meet business needs

1.4 Confirm analysis with stakeholders

2 Develop detailed specifications

2.1 Review facility design principles to confirm appropriateness of design

2.2 Delegate facility design elements to appropriately experienced specialist/s for detailed specification

2.3 Benchmark facility design against world-class standards to demonstrate appropriateness of specifications

2.4 Confirm design specifications with stakeholders

3 Evaluate resources

3.1 Identify budgetary limits for facility

3.2 Identify suitable resources available from organisation’s preferred suppliers

3.3 Identify suitable alternative resources and suppliers for each design aspect

3.4 Conduct comparative analysis of each alternative

3.5 Recommend resources for each design aspect

4 Integrate design components

4.1 Prepare viable project management plan for the integration of new facility resources

4.2 Use project management tools throughout the integration process

4.3 Prepare contingency plans to meet all reasonable costs

4.4 Develop effective testing procedures and plans for all resources

4.5 Maintain vigilance over budget, quality of supplied resources, and quality of work

4.6 Communicate progress and concerns arising to senior management in a timely way

5 Launch customer contact facility

5.1 Prepare viable project management plan for the launch of the new customer contact facility

5.2 Use project management tools throughout launch process

5.3 Communicate launch parameters to relevant stakeholders

5.4 Establish prelaunch operational test procedures and launch plans

5.5 Supervise launch to completion according to plans and contingencies

5.6 Review launch and debrief with stakeholders to plan followup actions

Skill

Performance

Criteria

Description

Reading

1.1, 2.1, 3.2, 3.3

Recognises and evaluates complex texts to determine key information according to stakeholder requirements

Writing

1.2, 2.3, 3.4, 3.5, 4.1, 4.4, 5.1, 5.4, 5.6

Prepares information which incorporates specialised language in a designated format and style appropriate to a specific audience

Prepares specific information which conveys an understanding of outcomes and alternatives and uses terminology appropriate to present to relevant personnel

Oral Communication

2.2, 2.4, 4.6, 5.3, 5.5, 5.6

Presents information to a range of audiences using appropriate structure and language

Uses questioning and active listening to clarify or confirm understanding

Numeracy

1.2, 1.3, 2.1, 3.1, 3.2, 3.4, 4.1, 4.2, 4.3, 4.4, 4.5, 5.1

Extracts, evaluates and compares numerical information

Applies mathematical methodologies and calculations to analyse, test and interpret data and draw conclusions

Interact with others

1.4, 2.4, 4.6, 5.6

Demonstrates an understanding of what to communicate, with whom and how, in relation to stakeholders and senior management

Get the work done

1.1-1.3, 2.1-2.3, 3.1-3.5, 4.1-4.6, 5.1-5.6

Develops plans for complex, high-impact projects with strategic implications and specific timeframes that involve a diverse range of stakeholders with potentially competing demands

Uses systematic, analytical processes for planning and managing complex activities, setting goals, gathering relevant information, and identifying and evaluating options against agreed criteria

Uses analytical processes to decide on a course of action, establishing criteria for deciding between options

Recognises the potential of new approaches to enhance work practices and outcomes

Uses digital tools to access, analyse and organise complex data