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Evidence Guide: ICPSU464C - Provide customer service and education

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

 

ICPSU464C - Provide customer service and education

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

Establish and maintain a positive relationship with the client

  1. Rapport with client is built and maintained according to accepted business practices
  2. Opportunities to provide additional services to client are identified
  3. Client is advised of input requirements and restraints for relevant processes
Rapport with client is built and maintained according to accepted business practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to provide additional services to client are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is advised of input requirements and restraints for relevant processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer expectations

  1. Match customer needs and expectations with production process requirements
  2. Job requirements are clarified with client and compared with quote/estimate
  3. Information and clarifications are passed between client and technical staff
  4. Job specifications and job parameters are used to define appropriate production procedures and processes
  5. Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated
  6. Project is evaluated and feedback provided to client as agreed or according to enterprise customer service practices
  7. Preliminary proof and contract proof are distinguished according to enterprise standards and that is communicated to the client
  8. Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in the production process
  9. Job information (eg work orders, quotes, job tickets) is documented and compiled
Match customer needs and expectations with production process requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Job requirements are clarified with client and compared with quote/estimate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information and clarifications are passed between client and technical staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Job specifications and job parameters are used to define appropriate production procedures and processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Project is evaluated and feedback provided to client as agreed or according to enterprise customer service practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Preliminary proof and contract proof are distinguished according to enterprise standards and that is communicated to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in the production process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Job information (eg work orders, quotes, job tickets) is documented and compiled

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage project budget and timeline

  1. Client requested changes are monitored and documented and the impact on budget and timeline is communicated to the client
  2. The client is advised on alternative production techniques
Client requested changes are monitored and documented and the impact on budget and timeline is communicated to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The client is advised on alternative production techniques

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, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

effectively managing customer expectations and making client aware of the stages and scheduling of production. Effective customer service

demonstrate an ability to find and use information relevant to the task from a variety of information sources

provide a portfolio covering a month that demonstrates all paperwork has been completed correctly, jobs are completed within budgets, customers' expectations are met eg by providing written or oral reports or examining work error reports

evidence for assessment may be gathered from assessment of the unit of competency alone or through an integrated assessment activity.

Context of and specific resources for assessment

Assessment must ensure:

assessment may take place on the job, off the job or a combination of these. Off the job assessment must be undertaken in a closely simulated workplace environment.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Required Skills and Knowledge

Required skills

OHS in relation to operating machinery such as safely switching off machinery before cleaning is started

communication of ideas and information by acting as a liaison between customer and printer and accurately transmitting the requirements, possibilities and limitations of each to the other

collecting, analysing and organising information by using data on equipment capabilities, costs and customer requirements to produce a viable quote

planning and organising activities by ensuring adequate consultation with the customer during the job

teamwork when working effectively with both customers and production workers to ensure job satisfaction

mathematical ideas and techniques by developing different quotes for different production options

problem-solving skills by effectively translating the customer's idea/requirements into a viable product/job

use of technology by using software for estimating and understanding cross-platform software issues when quoting jobs

Required knowledge

requirements of all printing processes

relationship between pre-press, press and post-press

costs and characteristics of a range of substrates and inks

information sources

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, if used in the performance criteria, is detailed below. 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) may also be included.

Range of processes may include:

all printing processes.

Customers may include:

internal

external.