The evidence guide identifies the requirements to be demonstrated to confirm competence for this unit. Assessment must confirm sufficient ability to use appropriate skills and knowledge to provide a quotation or respond to a variation request. Assessment of performance should be over a period of time covering all categories within the range statement that are applicable in the working environment.
Critical aspects of competency
Assessing the client's service requirements.
Understanding the resource implications of the particular cleaning methods being proposed.
Assessing the equipment, chemical and consumable requirements of the work order.
Calculating costs of providing services.
Compliance with company and legislative requirements.
Implementing company policies and procedures for preparation of quotation.
Outcomes achieved in relation to customer service and company requirements for preparing and presenting quotations.
Presenting service offer, costing and conditions.
Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Client specifications.
Effective and compatible cleaning methods for various surface types.
Types of cleaning equipment and their appropriate uses.
Types of chemicals and their appropriate uses.
Product knowledge.
Knowledge of job specification for variation requests.
Contractual requirements for variation requests.
Relevant industrial awards and other industrial agreements.
Relevant consumer protection issues and fair trading and trade practices requirements.
Awareness of applicable legislation, regulations, codes of practice and industry advisory standards.
Communication and negotiation techniques.
Company management structure and reporting procedures.
Company procedures and practices.
Emergency response and evacuation procedures.
Injury, dangerous occurrence and incident reporting.
Knowledge of biological and viral control procedures.
OHS legislation and procedures.
Routes of entry and potential symptoms of exposure from chemicals.
Specific skills needed to achieve the performance criteria
To achieve the performance criteria, some complementary skills are required. These are:
preparation of concise and accurate written quotations and associated business correspondence
reading existing contracts and site plans
performing the mathematical calculations required for the preparation of quotations on the cost of services or service variations and planning and allocating resources data sheets
communicating clearly and concisely using written and verbal modes
customer service
handling and disposal of chemicals safely
handling and disposal of contaminated and toxic waste
performing the mathematical calculations required for the dilution and mixing of chemicals as specified on product labels
planning and organising work
problem solving and critical analysis
reading, interpreting and responding appropriately to directions and safety instructions in equipment manuals and material safety data sheets and on chemical labels
requesting advice or further information
scheduling and rostering
seeking and receiving feedback
sourcing, organising and recording information
working as part of a team.
Resources required to assess this unit
The following resources should be available:
access to company policy documents and procedures for preparing and documenting quotations
access to relevant databases and information sources
access to plain English version of relevant statutes and procedures
work order instructions, work plans and schedules
assessment instruments, including personal planner and assessment record book.
Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor.
The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment of competency may be made through practical demonstrations in the work environment. Consistency of outcomes over a period of time should be the basis for assessing practical job requirements. A further option for off-the-job assessment may be by way of a work-related project supplemented by supervisor reports.
Key competency levels
There are a number of processes that are learnt throughout work and life that are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added.
Information below highlights how these processes are applied in this unit of competency.
1 | Perform the process | 2 | Perform and administer the process | 3 | Perform, administer and design the process |
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How can communication of ideas and information be applied? | 2 | Source appropriate product, equipment specifications and costing information relevant to the particular quoting situation. |
How can information be collected, analysed and organised? | 2 | Collect and analyse information from client's tender brief and develop service option(s) for the client. |
How are activities planned and organised? | 2 | Plan and organise work to ensure client's quotation deadline is met and prioritise order of quotations to be provided to various customers. |
How can teamwork be applied? | 2 | Acquire information from management and client to support quotation and meet deadlines. |
How can the use of mathematical ideas and techniques be applied? | 2 | Calculate the costs of services to clients including cost of equipment, chemicals and other products required. |
How can problem-solving skills be applied? | 2 | Communicate with management and client to gain information to resolve problems. |
How can the use of technology be applied? | 2 | Record data for future use such as quotations and stock/equipment control. |