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Evidence Guide: CSCORG012 - Manage activities to meet client requirements

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

 

CSCORG012 - Manage activities to meet client requirements

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

Negotiate client requirements

  1. Contribute to honest and confidential discussion of client interests.
  2. Provide clear and accurate information about the features and benefits of products and services to clients.
  3. Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
  4. Ensure agreements and contracts comply with legal and organisational requirements.
  5. Record, store and use information provided by and to clients according to legal and organisational requirements.
  6. Review client agreements regularly to determine improvements that can be made.
Contribute to honest and confidential discussion of client interests.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide clear and accurate information about the features and benefits of products and services to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure agreements and contracts comply with legal and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record, store and use information provided by and to clients according to legal and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client agreements regularly to determine improvements that can be made.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan activities

  1. Consult relevant people about the activities needed to meet client requirements.
  2. Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
  3. Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
  4. Develop additional resources, team practices and skills to meet client requirements.
Consult relevant people about the activities needed to meet client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop additional resources, team practices and skills to meet client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain the work environment

  1. Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
  2. Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
  3. Review and improve the work environment through the involvement of team members.
  4. Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
  5. Respond to breaches in health and safety promptly and in line with policies and legal requirements.
  6. Make clear and prompt recommendations for improving the work environment.
  7. Accurately complete all records of health and safety to meet organisational requirements.
Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and improve the work environment through the involvement of team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to breaches in health and safety promptly and in line with policies and legal requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make clear and prompt recommendations for improving the work environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately complete all records of health and safety to meet organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor products and services

  1. Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
  2. Review products and services according to quality management practices to ensure compliance with contract plans.
  3. Obtain feedback from clients on how effectively their requirements are being met.
  4. Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
  5. Review contracted prices and conditions according to changing demands, supplies and technology.
  6. Take prompt action when products, services and processes fail to meet requirements.
  7. Complete records of customer agreements and outcomes accurately according to organisational policies.
  8. Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review products and services according to quality management practices to ensure compliance with contract plans.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain feedback from clients on how effectively their requirements are being met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review contracted prices and conditions according to changing demands, supplies and technology.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take prompt action when products, services and processes fail to meet requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete records of customer agreements and outcomes accurately according to organisational policies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate client requirements

  1. Contribute to honest and confidential discussion of client interests.
  2. Provide clear and accurate information about the features and benefits of products and services to clients.
  3. Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
  4. Ensure agreements and contracts comply with legal and organisational requirements.
  5. Record, store and use information provided by and to clients according to legal and organisational requirements.
  6. Review client agreements regularly to determine improvements that can be made.
Contribute to honest and confidential discussion of client interests.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide clear and accurate information about the features and benefits of products and services to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure agreements and contracts comply with legal and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record, store and use information provided by and to clients according to legal and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review client agreements regularly to determine improvements that can be made.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan activities

  1. Consult relevant people about the activities needed to meet client requirements.
  2. Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
  3. Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.
  4. Develop additional resources, team practices and skills to meet client requirements.
Consult relevant people about the activities needed to meet client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop additional resources, team practices and skills to meet client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain the work environment

  1. Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.
  2. Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.
  3. Review and improve the work environment through the involvement of team members.
  4. Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.
  5. Respond to breaches in health and safety promptly and in line with policies and legal requirements.
  6. Make clear and prompt recommendations for improving the work environment.
  7. Accurately complete all records of health and safety to meet organisational requirements.
Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and improve the work environment through the involvement of team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to breaches in health and safety promptly and in line with policies and legal requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make clear and prompt recommendations for improving the work environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately complete all records of health and safety to meet organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor products and services

  1. Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
  2. Review products and services according to quality management practices to ensure compliance with contract plans.
  3. Obtain feedback from clients on how effectively their requirements are being met.
  4. Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.
  5. Review contracted prices and conditions according to changing demands, supplies and technology.
  6. Take prompt action when products, services and processes fail to meet requirements.
  7. Complete records of customer agreements and outcomes accurately according to organisational policies.
  8. Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.
Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review products and services according to quality management practices to ensure compliance with contract plans.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain feedback from clients on how effectively their requirements are being met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review contracted prices and conditions according to changing demands, supplies and technology.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take prompt action when products, services and processes fail to meet requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete records of customer agreements and outcomes accurately according to organisational policies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Negotiate client requirements

1.1 Contribute to honest and confidential discussion of client interests.

1.2 Provide clear and accurate information about the features and benefits of products and services to clients.

1.3 Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.

1.4 Ensure agreements and contracts comply with legal and organisational requirements.

1.5 Record, store and use information provided by and to clients according to legal and organisational requirements.

1.6 Review client agreements regularly to determine improvements that can be made.

2. Plan activities

2.1 Consult relevant people about the activities needed to meet client requirements.

2.2 Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.

2.3 Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.

2.4 Develop additional resources, team practices and skills to meet client requirements.

3. Maintain the work environment

3.1 Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.

3.2 Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.

3.3 Review and improve the work environment through the involvement of team members.

3.4 Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.

3.5 Respond to breaches in health and safety promptly and in line with policies and legal requirements.

3.6 Make clear and prompt recommendations for improving the work environment.

3.7 Accurately complete all records of health and safety to meet organisational requirements.

4. Monitor products and services

4.1 Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.

4.2 Review products and services according to quality management practices to ensure compliance with contract plans.

4.3 Obtain feedback from clients on how effectively their requirements are being met.

4.4 Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.

4.5 Review contracted prices and conditions according to changing demands, supplies and technology.

4.6 Take prompt action when products, services and processes fail to meet requirements.

4.7 Complete records of customer agreements and outcomes accurately according to organisational policies.

4.8 Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Negotiate client requirements

1.1 Contribute to honest and confidential discussion of client interests.

1.2 Provide clear and accurate information about the features and benefits of products and services to clients.

1.3 Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.

1.4 Ensure agreements and contracts comply with legal and organisational requirements.

1.5 Record, store and use information provided by and to clients according to legal and organisational requirements.

1.6 Review client agreements regularly to determine improvements that can be made.

2. Plan activities

2.1 Consult relevant people about the activities needed to meet client requirements.

2.2 Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.

2.3 Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.

2.4 Develop additional resources, team practices and skills to meet client requirements.

3. Maintain the work environment

3.1 Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.

3.2 Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.

3.3 Review and improve the work environment through the involvement of team members.

3.4 Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.

3.5 Respond to breaches in health and safety promptly and in line with policies and legal requirements.

3.6 Make clear and prompt recommendations for improving the work environment.

3.7 Accurately complete all records of health and safety to meet organisational requirements.

4. Monitor products and services

4.1 Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.

4.2 Review products and services according to quality management practices to ensure compliance with contract plans.

4.3 Obtain feedback from clients on how effectively their requirements are being met.

4.4 Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.

4.5 Review contracted prices and conditions according to changing demands, supplies and technology.

4.6 Take prompt action when products, services and processes fail to meet requirements.

4.7 Complete records of customer agreements and outcomes accurately according to organisational policies.

4.8 Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

using effective communication techniques especially related to negotiation, contracts, formal agreements and team collaboration and cooperation

using a range of reliable sources of information

promoting and responding to feedback

maintaining accurate and comprehensive records and reporting to key people

applying procedures relating to occupational health and safety, equal employment opportunity, equity and diversity in the context of client service

designing activity plans that are realistic, manageable, mutually agreed to and contain all the components necessary for implementation and measurement

managing resources efficiently, safely and cost-effectively

applying quality assurance mechanisms and processes

applying continuous improvement methods

developing resources based on activity plans

developing systems for product and service review and redesign

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legislation, regulations, policies and procedures relating to the protocols and guidelines that determine activities that meet client requirements

principles of quality assurance and continuous improvement

requirements for dealing with internal and external customers and maintaining a customer focus

strategies for planning and monitoring activities

product and services related to the focus of the work environment

consultation methods and principles of team participation

principles of time and resource management