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Evidence Guide: BSBCCO603A - Design and launch new customer contact facilities

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCCO603A - Design and launch new customer contact facilities

What evidence can you provide to prove your understanding of each of the following citeria?

Identify design elements

  1. Analyse role and business needs of proposed customer contact facility
  2. Define general characteristics of customer contact facility
  3. Identify design elements to meet business needs
  4. Confirm analysis with stakeholders
Analyse role and business needs of proposed customer contact facility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Define general characteristics of customer contact facility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify design elements to meet business needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm analysis with stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop detailed specifications

  1. Review facility design principles to confirm appropriateness of design
  2. Delegate facility design elements to appropriately experienced specialist/s for detailed specification
  3. Benchmark facility design against world-class standards to demonstrate appropriateness of specifications
  4. Confirm design specifications with stakeholders
Review facility design principles to confirm appropriateness of design

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm design specifications with stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate alternative resources

  1. Identify facility budgetary limits
  2. Identify suitable resources available from organisation's preferred suppliers
  3. Identify suitable alternative resources and suppliers for each design aspect
  4. Conduct comparative analysis of each alternative
  5. Recommend resources for each design aspect
Identify facility budgetary limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify suitable resources available from organisation's preferred suppliers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify suitable alternative resources and suppliers for each design aspect

Completed
Date:

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Conduct comparative analysis of each alternative

Completed
Date:

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Recommend resources for each design aspect

Completed
Date:

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Integrate design components

  1. Prepare viable project management plan for the integration of new facility resources
  2. Use project management tools effectively throughout the integration process
  3. Prepare contingency plans to meet all reasonable costs
  4. Develop effective testing procedures and plans for all resources
  5. Maintain vigilance over budget, quality of supplied resources and quality of work
  6. Communicate progress and concerns arising to senior management in a timely way
Prepare viable project management plan for the integration of new facility resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use project management tools effectively throughout the integration process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare contingency plans to meet all reasonable costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop effective testing procedures and plans for all resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Launch customer contact facility

  1. Prepare viable project management plan for the launch of the new customer contact facility
  2. Use project management tools effectively throughout launch process
  3. Communicate launch parameters effectively to all relevant stakeholders
  4. Establish effective pre-launch operational test procedures and launch plans
  5. Supervise launch to completion in accordance with plans and contingencies
  6. Review launch and debrief stakeholders to plan follow-up actions
Prepare viable project management plan for the launch of the new customer contact facility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use project management tools effectively throughout launch process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate launch parameters effectively to all relevant stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish effective pre-launch operational test procedures and launch plans

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Supervise launch to completion in accordance with plans and contingencies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review launch and debrief stakeholders to plan follow-up actions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

design, project management, implementation and launch of a new or significantly re-engineered customer contact facility

knowledge of legislative, regulatory and organisational requirements that cover the task.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation, regulations, standards and guidelines

access to stakeholder and staff satisfaction feedback.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of project plan - all aspects including achieved timeframes

analysis of stakeholder and staff satisfaction feedback

review of benchmarking activities

review of testing program, plan and results

review of OHS, regulatory and legislative compliance

review of budget-actuals to forecast/business case

review of communication materials used in consultation with various types of stakeholders

review of documentation of design specifications including explanations of personal inputs.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO601A Optimise customer contact operations

BSBCCO602A Manage customer contact information

BSBCCO608A Manage customer contact operational costs

BSBITA601A Configure and optimise customer contact technology.

Required Skills and Knowledge

Required skills

analytical skills to analyse relevant workplace information and data, and to make recommendations accordingly

communication skills to conduct effective formal and informal meetings, and to communicate effectively with personnel at all levels

consultation and negotiation skills to effectively develop, implement and monitor plans

financial management skills to manage budgetary resources

information technology skills to manage data and information

numeracy skills to carry out analysis of statistics and data

organisational skills to manage own tasks within timeframes

presentation skills to prepare and present reports containing complex ideas and concepts; to articulate information, expectations and ideas clearly; to effectively research complex issues such as regulatory and legislative requirements

project management skills to manage the complexities and scope of a large project

risk assessment and management skills to comprehensively understand the impacts and risks associated with the project.

Required knowledge

benchmarking methodology

change management principles

legislative, regulatory and organisational requirements that cover the task

principles of testing procedures and plans

principles underpinning contact centre design at both the technology level and the human level, such as software systems, hardware, telecommunications services, ergonomics of office design, emerging technologies

project management principles

research methods using a range of information sources

risk management principles

sources of information, guidance and support for the project (key personnel)

systems and physical resources used effectively in customer contact environments.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Design elements may include:

customer service strategies

external services e.g. telecommunications

human resources

physical resources (including OHS considerations)

software

technology (systems and telephony)

Stakeholders may include:

finance department

human resources and OHS

information technology department

internal and external customers and vendors

property and facilities department

senior management

Project management tools may include:

communication and knowledge management applications

costing applications

quality control applications

risk assessment and management applications

scheduling applications

tracking applications

Testing procedures and plans may include:

development of test scenarios

development of work instructions

end-to-end testing of resources

predetermined parameters for determination of success or failure of testing

regression testing (what if scenarios)

remedial plan for unsuccessful test results

schedule of testing in lead up to opening

stakeholder sign off

user acceptance testing

Launch of the new customer contact facility may include:

adjustments to systems to meet contingencies

demonstration of new facilities and systems to stakeholders - management, clients, staff

initial use of new systems and facilities

transfer from existing systems to new systems

Follow-up actions may include:

adjustments to the overall design

adjustments to the set up of specific resources

reporting to stakeholders (regardless of the degree of success of the launch)