Manage activities to meet client requirements Evidence Guide

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Evidence Guide: CSCORG406A - 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

CSCORG406A - Manage activities to meet client requirements

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

Negotiate client requirements.

Contribute to honest and confidential discussion of client interests.
Provide clear and accurate information about the features and benefits of products and services to clients.
Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.
Ensure agreements and contracts comply with legal and organisational requirements.
Record, store and use information provided by and to clients according to legal and organisational requirements.
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.

Consult relevant people about the activities needed to meet client requirements.
Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.
Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation's policies and procedures.
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.

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

Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.
Review products and services according to quality management practices to ensure compliance with contract plans.
Obtain feedback from clients on how effectively their requirements are being met.
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.
Review contracted prices and conditions according to changing demands, supplies and technology.
Take prompt action when products, services and processes fail to meet requirements.
Complete records of customer agreements and outcomes accurately according to organisational policies.
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


The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment	This unit should be assessed in the workplace and assessment should include the opportunity to demonstrate evidence from work in the wider community. Evidence should be gathered over time in a range of contexts to ensure the candidate can achieve the unit outcome and apply the competency in different situations or environments. Evidence will be required of performance in a range of variables required by the work site and the defined work role and responsibilities.

Critical aspects for assessment and evidence required to demonstrate competency in this unit	In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms: the knowledge requirements of this unit the skill requirements of this unit application of employability skills as they relate to this unit ability to manage activities to meet client requirements in a range of (two or more) contexts or occasions, over time.

Context of and specific resources for assessment	Valid assessment of this unit requires: a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing activities to meet client requirements, including coping with difficulties, irregularities and breakdowns in routine copies of legislation, policies, procedures and guidelines relating to client service delivery access to appropriate learning and assessment support when required.

Method of assessment	Evidence must include observation and information generated in the workplace as well as observation of performance in routine work functions or, where this is not possible, in a simulated exercise. The following assessment methods are suggested: observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations written and/or oral questioning to assess knowledge and understanding completion of workplace documents and reports produced as part of routine work activities third-party reports from experienced practitioners completion of performance feedback from supervisors and colleagues case studies scenarios simulations or role plays.

Guidance information for assessment	Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions. In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.

Required Skills and Knowledge


This section describes the essential skills and knowledge and their level, required for this unit.

Required skills: applying legislation, regulations and organisational policies, procedures and practices relating to meeting client requirements 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.

Required knowledge: 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 organisation's environmental and sustainability practices.

Range Statement


The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Clients may include:	individual members of the public individual members of the organisation other work areas in the organisation external agencies in the justice system other agencies and community groups service funding bodies targeting offender needs senior management government and Ministers.

Agreements and contracts must comply with:	organisational quality standards product and service quality standards existing and available resources realistic and achievable contract conditions transparent communication, reporting and recording customer and service focus sound financial management competitive tendering systems.

Consult relevant people, including:	consultants management team members operational staff product and service experts.

Activity plans should include:	organisational quality standards product and service quality standards existing and available resources realistic and achievable contract conditions transparent communication, reporting and recording customer and service focus sound financial management competitive tendering systems effective use of time and resources probity and duty of care.

Organisation's policies and procedures may include:	consultation with relevant people financial and commercial viability allocation of resources occupational health and safety recording and reporting security risk assessment probity and duty of care.

Work environment should include:	effective resource use and maintenance probity and duty of care occupational health and safety policies and procedures non-discriminatory and accountable employment delegations and work practices clearly defined policies, guidelines and agreed practices accurate and clear information and reporting systems physical site and locations indoor and outdoor facilities equipment materials working procedures.

Legal requirements relate to:	different forms of contracts and commercial agreements and compliance requirements recording contracts and agreements information management duty of care ethical practice and probity competitive tendering.

NTISthis.com

Evidence Guide: CSCORG406A - Manage activities to meet client requirements

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

CSCORG406A - Manage activities to meet client requirements

Negotiate client requirements.

Plan activities.

Maintain the work environment.

Monitor products and services.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _