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Evidence Guide: FNSCUS601 - Establish, manage and monitor key relationships

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!

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FNSCUS601 - Establish, manage and monitor key relationships

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

Establish criteria for identifying key relationships

  1. Establish criteria for identifying client as key relationship to organisation
  2. Communicate criteria for key relationships to staff and agents for organisation as required
  3. Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles
Establish criteria for identifying client as key relationship to organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate criteria for key relationships to staff and agents for organisation as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify key relationships

  1. Review existing clients using criteria for key relationships to develop database of key relationship clients
  2. Allocate each key relationship to identified senior representatives
  3. Inform all staff of key relationships and responsible representative for each key relationship
Review existing clients using criteria for key relationships to develop database of key relationship clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate each key relationship to identified senior representatives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform all staff of key relationships and responsible representative for each key relationship

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish service structures for key relationships

  1. Provide appropriate training to representatives who deal with key relationships
  2. Establish administrative and research arrangements to support key relationships
  3. Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives
  4. Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements
Provide appropriate training to representatives who deal with key relationships

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish administrative and research arrangements to support key relationships

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish monitoring procedures for key relationship services

  1. Establish procedures for representatives to report on key relationship service delivery
  2. Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements
  3. Conduct client satisfaction surveys with key relationships and communicate results to staff
  4. Resolve complaints efficiently and analyse process for potential service improvements
  5. Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)
Establish procedures for representatives to report on key relationship service delivery

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct client satisfaction surveys with key relationships and communicate results to staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve complaints efficiently and analyse process for potential service improvements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)

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. Establish criteria for identifying key relationships

1.1 Establish criteria for identifying client as key relationship to organisation

1.2 Communicate criteria for key relationships to staff and agents for organisation as required

1.3 Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles

2. Identify key relationships

2.1 Review existing clients using criteria for key relationships to develop database of key relationship clients

2.2 Allocate each key relationship to identified senior representatives

2.3 Inform all staff of key relationships and responsible representative for each key relationship

3. Establish service structures for key relationships

3.1 Provide appropriate training to representatives who deal with key relationships

3.2 Establish administrative and research arrangements to support key relationships

3.3 Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives

3.4 Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements

4. Establish monitoring procedures for key relationship services

4.1 Establish procedures for representatives to report on key relationship service delivery

4.2 Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements

4.3 Conduct client satisfaction surveys with key relationships and communicate results to staff

4.4 Resolve complaints efficiently and analyse process for potential service improvements

4.5 Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)

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. Establish criteria for identifying key relationships

1.1 Establish criteria for identifying client as key relationship to organisation

1.2 Communicate criteria for key relationships to staff and agents for organisation as required

1.3 Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles

2. Identify key relationships

2.1 Review existing clients using criteria for key relationships to develop database of key relationship clients

2.2 Allocate each key relationship to identified senior representatives

2.3 Inform all staff of key relationships and responsible representative for each key relationship

3. Establish service structures for key relationships

3.1 Provide appropriate training to representatives who deal with key relationships

3.2 Establish administrative and research arrangements to support key relationships

3.3 Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives

3.4 Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements

4. Establish monitoring procedures for key relationship services

4.1 Establish procedures for representatives to report on key relationship service delivery

4.2 Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements

4.3 Conduct client satisfaction surveys with key relationships and communicate results to staff

4.4 Resolve complaints efficiently and analyse process for potential service improvements

4.5 Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)

Evidence of the ability to:

determine criteria and identify key relationships for the business

develop comprehensive systems to manage relationships and provide quality service

monitor procedures and systems to ensure key relationships are managed and maintained effectively

comply with industry regulations and codes of practice

work effectively with others using high level communication, interpersonal and negotiation skills.

Note: If specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe organisational criteria used to define key relationships

outline the role of changing market conditions in establishing, managing and monitoring key relationships

outline organisational administrative, research, reporting and training requirements relevant to the effective management of key relationships

explain key requirements of relevant industry legislation, regulations and codes of practice

discuss principles and techniques of effective communication and negotiation in key relationship management.