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Evidence Guide: BSBCUE604 - Develop and maintain a service level strategy

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

 

BSBCUE604 - Develop and maintain a service level strategy

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

Analyse historical data

  1. Distinguish between contact-wait characteristics and service level data
  2. Collect relevant and accurate service level data
  3. Determine historical service levels for service level periods
  4. Collect relevant and accurate contact-wait time, abandonment rate and customer survey data
  5. Determine historical contact-wait and abandon-time characteristics
Distinguish between contact-wait characteristics and service level data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect relevant and accurate service level data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine historical service levels for service level periods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect relevant and accurate contact-wait time, abandonment rate and customer survey data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine historical contact-wait and abandon-time characteristics

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formulate a service level policy

  1. Describe the difference and impacts of providing the required service level against the industry standard
  2. Consult with relevant stakeholders on contact-wait characteristics and service levels
  3. Identify business needs related to service levels
  4. Review organisation’s contact-wait characteristics in relation to the industry, the market and competition
  5. Formulate a comprehensive set of appropriate contact-wait characteristics
  6. Define and document an appropriate service level policy or target
  7. Develop comprehensive contingency plans for loss of facilities or technology
  8. Identify and document corresponding resource requirements
  9. Communicate and justify service level policy to senior management and stakeholders
Describe the difference and impacts of providing the required service level against the industry standard

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult with relevant stakeholders on contact-wait characteristics and service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify business needs related to service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review organisation’s contact-wait characteristics in relation to the industry, the market and competition

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formulate a comprehensive set of appropriate contact-wait characteristics

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Define and document an appropriate service level policy or target

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop comprehensive contingency plans for loss of facilities or technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and document corresponding resource requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate and justify service level policy to senior management and stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and maintain service levels

  1. Identify measurement capabilities of existing technology
  2. Select diagnostic measures to monitor service levels
  3. Collect and analyse service level data
  4. Identify underperforming service level periods
  5. Analyse service level inputs and recommend corrections to maintain service levels
  6. Conduct benchmarking to compare performance to competitors and industry best practice
Identify measurement capabilities of existing technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select diagnostic measures to monitor service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect and analyse service level data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify underperforming service level periods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse service level inputs and recommend corrections to maintain service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct benchmarking to compare performance to competitors and industry best practice

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 historical data

1.1 Distinguish between contact-wait characteristics and service level data

1.2 Collect relevant and accurate service level data

1.3 Determine historical service levels for service level periods

1.4 Collect relevant and accurate contact-wait time, abandonment rate and customer survey data

1.5 Determine historical contact-wait and abandon-time characteristics

2 Formulate a service level policy

2.1 Describe the difference and impacts of providing the required service level against the industry standard

2.2 Consult with relevant stakeholders on contact-wait characteristics and service levels

2.3 Identify business needs related to service levels

2.4 Review organisation’s contact-wait characteristics in relation to the industry, the market and competition

2.5 Formulate a comprehensive set of appropriate contact-wait characteristics

2.6 Define and document an appropriate service level policy or target

2.7 Develop comprehensive contingency plans for loss of facilities or technology

2.8 Identify and document corresponding resource requirements

2.9 Communicate and justify service level policy to senior management and stakeholders

3 Monitor and maintain service levels

3.1 Identify measurement capabilities of existing technology

3.2 Select diagnostic measures to monitor service levels

3.3 Collect and analyse service level data

3.4 Identify underperforming service level periods

3.5 Analyse service level inputs and recommend corrections to maintain service levels

3.6 Conduct benchmarking to compare performance to competitors and industry best practice

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 historical data

1.1 Distinguish between contact-wait characteristics and service level data

1.2 Collect relevant and accurate service level data

1.3 Determine historical service levels for service level periods

1.4 Collect relevant and accurate contact-wait time, abandonment rate and customer survey data

1.5 Determine historical contact-wait and abandon-time characteristics

2 Formulate a service level policy

2.1 Describe the difference and impacts of providing the required service level against the industry standard

2.2 Consult with relevant stakeholders on contact-wait characteristics and service levels

2.3 Identify business needs related to service levels

2.4 Review organisation’s contact-wait characteristics in relation to the industry, the market and competition

2.5 Formulate a comprehensive set of appropriate contact-wait characteristics

2.6 Define and document an appropriate service level policy or target

2.7 Develop comprehensive contingency plans for loss of facilities or technology

2.8 Identify and document corresponding resource requirements

2.9 Communicate and justify service level policy to senior management and stakeholders

3 Monitor and maintain service levels

3.1 Identify measurement capabilities of existing technology

3.2 Select diagnostic measures to monitor service levels

3.3 Collect and analyse service level data

3.4 Identify underperforming service level periods

3.5 Analyse service level inputs and recommend corrections to maintain service levels

3.6 Conduct benchmarking to compare performance to competitors and industry best practice