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Evidence Guide: BSBCUE302 - Deploy customer service field staff

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

 

BSBCUE302 - Deploy customer service field staff

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

Create a despatch job for automatic despatch

  1. Identify the need to create a job despatch order
  2. Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements
  3. Enter necessary details into appropriate work management system to create and automatically despatch job
  4. Confirm automatic despatch, where necessary
Identify the need to create a job despatch order

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enter necessary details into appropriate work management system to create and automatically despatch job

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm automatic despatch, where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manually despatch and clear jobs

  1. Identify need to manually despatch a job
  2. Communicate job details clearly to field staff
  3. Enter job details into appropriate work management system
Identify need to manually despatch a job

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate job details clearly to field staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enter job details into appropriate work management system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Redeploy field staff

  1. Identify need to redeploy resources according to agreed priority
  2. Liaise with relevant stakeholders and team members
  3. Deliver job to field staff in a timely manner
  4. Maintain accurate records relating to resources and their deployment
Identify need to redeploy resources according to agreed priority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with relevant stakeholders and team members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver job to field staff in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain accurate records relating to resources and their deployment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create and send communication to field staff

  1. Identify need for communication to relevant customers
  2. Create clear and concise communication according to business protocols
  3. Check information for clarity and accuracy
  4. Obtain appropriate approvals before sending communication
  5. Coordinate and monitor responses to communications
Identify need for communication to relevant customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create clear and concise communication according to business protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check information for clarity and accuracy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain appropriate approvals before sending communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordinate and monitor responses to communications

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Create a despatch job for automatic despatch

1.1 Identify the need to create a job despatch order

1.2 Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements

1.3 Enter necessary details into appropriate work management system to create and automatically despatch job

1.4 Confirm automatic despatch, where necessary

2 Manually despatch and clear jobs

2.1 Identify need to manually despatch a job

2.2 Communicate job details clearly to field staff

2.3 Enter job details into appropriate work management system

3 Redeploy field staff

3.1 Identify need to redeploy resources according to agreed priority

3.2 Liaise with relevant stakeholders and team members

3.3 Deliver job to field staff in a timely manner

3.4 Maintain accurate records relating to resources and their deployment

4 Create and send communication to field staff

4.1 Identify need for communication to relevant customers

4.2 Create clear and concise communication according to business protocols

4.3 Check information for clarity and accuracy

4.4 Obtain appropriate approvals before sending communication

4.5 Coordinate and monitor responses to communications

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Create a despatch job for automatic despatch

1.1 Identify the need to create a job despatch order

1.2 Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements

1.3 Enter necessary details into appropriate work management system to create and automatically despatch job

1.4 Confirm automatic despatch, where necessary

2 Manually despatch and clear jobs

2.1 Identify need to manually despatch a job

2.2 Communicate job details clearly to field staff

2.3 Enter job details into appropriate work management system

3 Redeploy field staff

3.1 Identify need to redeploy resources according to agreed priority

3.2 Liaise with relevant stakeholders and team members

3.3 Deliver job to field staff in a timely manner

3.4 Maintain accurate records relating to resources and their deployment

4 Create and send communication to field staff

4.1 Identify need for communication to relevant customers

4.2 Create clear and concise communication according to business protocols

4.3 Check information for clarity and accuracy

4.4 Obtain appropriate approvals before sending communication

4.5 Coordinate and monitor responses to communications