NTISthis.com

Evidence Guide: BSBCUE504 - Integrate customer engagement within the organisation

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

 

BSBCUE504 - Integrate customer engagement within the organisation

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

Identify and analyse interdependencies

  1. Identify interdependencies between engagement centre and other departments within the organisation
  2. Identify the degree of interdependence
  3. Map the flow of transactions and information between other departments and the engagement centre
Identify interdependencies between engagement centre and other departments within the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the degree of interdependence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Map the flow of transactions and information between other departments and the engagement centre

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse value and service chain and identify gaps

  1. Develop value and service chain model
  2. Consult regularly with stakeholders
  3. Collect data to support chain continuity and gap identification
  4. Identify gaps in value and service chain
Develop value and service chain model

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult regularly with stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect data to support chain continuity and gap identification

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify gaps in value and service chain

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare plan to close value and service chain gaps

  1. Identify service chain gaps within control of customer engagement operations
  2. Communicate other gaps to stakeholders and relevant parties
  3. Identify activities and resources needed to close gaps
  4. Prepare action plan
  5. Establish review and feedback process
  6. Develop internal networks to ensure sound communication across organisation
Identify service chain gaps within control of customer engagement operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate other gaps to stakeholders and relevant parties

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify activities and resources needed to close gaps

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare action plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish review and feedback process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop internal networks to ensure sound communication across organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate market intelligence capture into operations

  1. Consult with organisation marketing area or business unit
  2. Identify and agree on desired market intelligence
  3. Integrate data collection into engagement guidelines
  4. Integrate data-capture facilities into database
  5. Integrate information into existing engagement strategy and operations
Consult with organisation marketing area or business unit

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and agree on desired market intelligence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate data collection into engagement guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate data-capture facilities into database

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate information into existing engagement strategy and operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report market intelligence to other corporate departments

  1. Retrieve captured intelligence information
  2. Prepare market-intelligence reports
  3. Communicate information to relevant parties in an effective and timely manner
Retrieve captured intelligence information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare market-intelligence reports

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate information to relevant parties in an effective and timely manner

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 Identify and analyse interdependencies

1.1 Identify interdependencies between engagement centre and other departments within the organisation

1.2 Identify the degree of interdependence

1.3 Map the flow of transactions and information between other departments and the engagement centre

2 Analyse value and service chain and identify gaps

2.1 Develop value and service chain model

2.2 Consult regularly with stakeholders

2.3 Collect data to support chain continuity and gap identification

2.4 Identify gaps in value and service chain

3 Prepare plan to close value and service chain gaps

3.1 Identify service chain gaps within control of customer engagement operations

3.2 Communicate other gaps to stakeholders and relevant parties

3.3 Identify activities and resources needed to close gaps

3.4 Prepare action plan

3.5 Establish review and feedback process

3.6 Develop internal networks to ensure sound communication across organisation

4 Integrate market intelligence capture into operations

4.1 Consult with organisation marketing area or business unit

4.2 Identify and agree on desired market intelligence

4.3 Integrate data collection into engagement guidelines

4.4 Integrate data-capture facilities into database

4.5 Integrate information into existing engagement strategy and operations

5 Report market intelligence to other corporate departments

5.1 Retrieve captured intelligence information

5.2 Prepare market-intelligence reports

5.3 Communicate information to relevant parties in an effective and timely manner

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 Identify and analyse interdependencies

1.1 Identify interdependencies between engagement centre and other departments within the organisation

1.2 Identify the degree of interdependence

1.3 Map the flow of transactions and information between other departments and the engagement centre

2 Analyse value and service chain and identify gaps

2.1 Develop value and service chain model

2.2 Consult regularly with stakeholders

2.3 Collect data to support chain continuity and gap identification

2.4 Identify gaps in value and service chain

3 Prepare plan to close value and service chain gaps

3.1 Identify service chain gaps within control of customer engagement operations

3.2 Communicate other gaps to stakeholders and relevant parties

3.3 Identify activities and resources needed to close gaps

3.4 Prepare action plan

3.5 Establish review and feedback process

3.6 Develop internal networks to ensure sound communication across organisation

4 Integrate market intelligence capture into operations

4.1 Consult with organisation marketing area or business unit

4.2 Identify and agree on desired market intelligence

4.3 Integrate data collection into engagement guidelines

4.4 Integrate data-capture facilities into database

4.5 Integrate information into existing engagement strategy and operations

5 Report market intelligence to other corporate departments

5.1 Retrieve captured intelligence information

5.2 Prepare market-intelligence reports

5.3 Communicate information to relevant parties in an effective and timely manner