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
What evidence can you provide to prove your understanding of each of the following citeria?
Understand organisational environment
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Investigate organisational service standards, values and culture in order to understand the organisational environment Completed |
Evidence:
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Become familiar with and document the goods and services provided by the organisation Completed |
Evidence:
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Review current service-level agreements if appropriate Completed |
Evidence:
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Identify internal and external client requirements
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Research client service needs and preferred level of service Completed |
Evidence:
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Determine the level of service to be provided to the client Completed |
Evidence:
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Develop a draft service-level agreement for the client that incorporates quality, time, target performance and cost specifications Completed |
Evidence:
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Negotiate client support service
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Conduct a session with the client to present the draft service-level agreement Completed |
Evidence:
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Present proposed service-level agreement to the client in a clear, concise and comprehensive manner Completed |
Evidence:
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Present proposed cost and timeframes to the client Completed |
Evidence:
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Negotiate the terms with the client and record alterations if required Completed |
Evidence:
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Seek clarification where areas of uncertainty or disagreement occur Completed |
Evidence:
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Document the terms of service negotiated with the client, and refer the document to appropriate person for approval and feedback Completed |
Evidence:
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Monitor, adjust and implement procedures to maintain client focus
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Assess progress in achieving the client support service targets using organisational systems and procedures Completed |
Evidence:
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Gather client feedback to improve the provision of client support services where appropriate Completed |
Evidence:
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Make adjustments to client support service based on client feedback and in line with organisational guidelines Completed |
Evidence:
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Document changes to service-level agreement and report changes to appropriate person Completed |
Evidence:
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