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Evidence Guide: BSBCUE601 - Optimise customer engagement operations

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

 

BSBCUE601 - Optimise customer engagement operations

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

Analyse customer contact processes using statistical tools

  1. Identify customer contact processes requiring analysis
  2. Measure the impact of these processes on service levels or other indicators using statistical tools
  3. Derive tolerance levels for processes
  4. Calculate upper and lower control limits from data
  5. Investigate reasons for performance outside of control limits
Identify customer contact processes requiring analysis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Measure the impact of these processes on service levels or other indicators using statistical tools

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Derive tolerance levels for processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculate upper and lower control limits from data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate reasons for performance outside of control limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Rectify productivity impediments

  1. Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims
  2. Identify causes of productivity impediments
  3. Apply service quality and quality management tools to minimise impediments
  4. Confirm that operations achieve productivity standards
Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify causes of productivity impediments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply service quality and quality management tools to minimise impediments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm that operations achieve productivity standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct a process review

  1. Identify components of the process under review
  2. Analyse and modify process to achieve improved performance using graphical techniques
  3. Trial and revise modified process to meet organisational efficiency standards
  4. Document revised process using graphical techniques
Identify components of the process under review

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and modify process to achieve improved performance using graphical techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Trial and revise modified process to meet organisational efficiency standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document revised process using graphical techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Benchmark customer contact operations

  1. Identify appropriate target areas for process improvement
  2. Research and nominate benchmarking organisations that demonstrate relevant best practice
  3. Document relevant best-practice processes used by benchmarking organisations
  4. Identify processes from benchmarking organisations that can be adopted
  5. Identify relevant benefits and risks associated with implementing new processes
  6. Adapt best-practice processes to meet enterprise conditions
  7. Identify and document appropriate performance indicators for evaluation of the new processes
Identify appropriate target areas for process improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and nominate benchmarking organisations that demonstrate relevant best practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document relevant best-practice processes used by benchmarking organisations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify processes from benchmarking organisations that can be adopted

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify relevant benefits and risks associated with implementing new processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt best-practice processes to meet enterprise conditions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and document appropriate performance indicators for evaluation of the new processes

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 Analyse customer contact processes using statistical tools

1.1 Identify customer contact processes requiring analysis

1.2 Measure the impact of these processes on service levels or other indicators using statistical tools

1.3 Derive tolerance levels for processes

1.4 Calculate upper and lower control limits from data

1.5 Investigate reasons for performance outside of control limits

2 Rectify productivity impediments

2.1 Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims

2.2 Identify causes of productivity impediments

2.3 Apply service quality and quality management tools to minimise impediments

2.4 Confirm that operations achieve productivity standards

3 Conduct a process review

3.1 Identify components of the process under review

3.2 Analyse and modify process to achieve improved performance using graphical techniques

3.3 Trial and revise modified process to meet organisational efficiency standards

3.4 Document revised process using graphical techniques

4 Benchmark customer contact operations

4.1 Identify appropriate target areas for process improvement

4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice

4.3 Document relevant best-practice processes used by benchmarking organisations

4.4 Identify processes from benchmarking organisations that can be adopted

4.5 Identify relevant benefits and risks associated with implementing new processes

4.6 Adapt best-practice processes to meet enterprise conditions

4.7 Identify and document appropriate performance indicators for evaluation of the new processes

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 Analyse customer contact processes using statistical tools

1.1 Identify customer contact processes requiring analysis

1.2 Measure the impact of these processes on service levels or other indicators using statistical tools

1.3 Derive tolerance levels for processes

1.4 Calculate upper and lower control limits from data

1.5 Investigate reasons for performance outside of control limits

2 Rectify productivity impediments

2.1 Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims

2.2 Identify causes of productivity impediments

2.3 Apply service quality and quality management tools to minimise impediments

2.4 Confirm that operations achieve productivity standards

3 Conduct a process review

3.1 Identify components of the process under review

3.2 Analyse and modify process to achieve improved performance using graphical techniques

3.3 Trial and revise modified process to meet organisational efficiency standards

3.4 Document revised process using graphical techniques

4 Benchmark customer contact operations

4.1 Identify appropriate target areas for process improvement

4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice

4.3 Document relevant best-practice processes used by benchmarking organisations

4.4 Identify processes from benchmarking organisations that can be adopted

4.5 Identify relevant benefits and risks associated with implementing new processes

4.6 Adapt best-practice processes to meet enterprise conditions

4.7 Identify and document appropriate performance indicators for evaluation of the new processes