Application
This unit describes the skills and knowledge required to set up a system to investigate, collect, organise, analyse and review service data to improve efficiency and quality of the business performance.
It applies to individuals who may use a range of specialised and managerial techniques to review and analyse their own work and the work of others to determine required action.
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. Establish system to review business performance | 1.1 Determine service parameters in consultation with others to enable effective performance review 1.2 Establish business performance measures which provide accurate and accessible information on business provision 1.3 Establish accurate, secure and reliable data recording facilities 1.4 Obtain and record performance data regularly |
2. Analyse performance data | 2.1 Collate performance data and conduct a review against planned outcomes 2.2 Conduct analysis to establish if planned outcomes have been achieved 2.3 Identify and document variations of performance against planned outcomes |
3. Determine action required | 3.1 Assess variations in performance to determine degree of change required 3.2 Implement procedures to determine effectiveness of any changes put into practice |
Evidence of Performance
Evidence of the ability to:
establish data requirements, performance measures and service parameters to enable the review of business performance
collate and analyse performance data using relevant techniques
evaluate business performance and provide recommendations on change or action required.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
explain the role of performance measures, service targets and budgets in analysing business performance
outline key features of organisational policy and procedures and industry compliance relating to collection and analysis of data and business performance review
discuss the organisation’s industry market position relative to product/line of business.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
common office equipment and consumables
organisational records, policy and procedures.
Assessors must satisfy NVR/AQTF assessor requirements.
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 | 1.2, 1.4, 2.1- 2.3, 3.1 | Identifies and interprets performance data from a diverse range of business documents Conducts comparative analysis and review to identify variations and determine necessary changes to meet organisational goals |
Writing | 1.1, 1.2, 1.4, 2.1-2.3, 3.1, 3.2 | Uses logical and analytical text types and appropriate business terminology to develop effective systems for retrieval, organisation and analysis of relevant business performance data Uses logical organisational structure to clearly document procedures to measure performance variations |
Oral Communication | 1.1 | Participates effectively in spoken interactions using strategies to elicit opinions and confirm agreement with others |
Numeracy | 1.1, 1.2, 1.4, 2.3 | Uses financial systems, and collects and analyses relevant financial data for review and comparison with planned outcomes Interprets familiar measurements relating to timeframes and compares against performance requirements |
Navigate the world of work | 1.1, 1.2, 2.1-2.3, 3.1, 3.2 | Takes responsibility for establishing systems to achieve organisational goals Works independently and collectively in making decisions to achieve organisational outcomes in relation to business performance |
Interact with others | 1.1, 1.4, 3.2 | Collaborates and cooperates with others to achieve joint outcomes |
Get the work done | 1.1-1.4, 2.1-2.3, 3.1-3.2 | Develops plans to manage relatively complex routine and non-routine tasks with an awareness of how they might contribute to broader strategy and goals Evaluates effectiveness of systems and processes to inform decisions on how to implement improvements Uses digital technologies and tools to access, store and share information |
Sectors
Customer service