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Evidence Guide: ICPSUP464 - 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

 

ICPSUP464 - 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 client relationship

  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 printing 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 printing processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer expectations

  1. Internal and external customer needs and expectations are matched 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 communicated to client
  8. Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in production process
  9. Job information (eg work orders, quotes, job tickets) is documented and compiled
Internal and external customer needs and expectations are matched 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 communicated to client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in 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 impact on budget and timeline is communicated to client
  2. Client is advised on alternative production techniques
Client requested changes are monitored and documented and impact on budget and timeline is communicated to client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is advised on alternative production techniques

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 and maintain a positive client relationship

1.1 Rapport with client is built and maintained according to accepted business practices

1.2 Opportunities to provide additional services to client are identified

1.3 Client is advised of input requirements and restraints for relevant printing processes

2. Manage customer expectations

2.1 Internal and external customer needs and expectations are matched with production process requirements

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

2.3 Information and clarifications are passed between client and technical staff

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

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

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

2.7 Preliminary proof and contract proof are distinguished according to enterprise standards, and communicated to client

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

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

3. Manage project budget and timeline

3.1 Client requested changes are monitored and documented and impact on budget and timeline is communicated to client

3.2 Client is advised on alternative production techniques

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 and maintain a positive client relationship

1.1 Rapport with client is built and maintained according to accepted business practices

1.2 Opportunities to provide additional services to client are identified

1.3 Client is advised of input requirements and restraints for relevant printing processes

2. Manage customer expectations

2.1 Internal and external customer needs and expectations are matched with production process requirements

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

2.3 Information and clarifications are passed between client and technical staff

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

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

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

2.7 Preliminary proof and contract proof are distinguished according to enterprise standards, and communicated to client

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

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

3. Manage project budget and timeline

3.1 Client requested changes are monitored and documented and impact on budget and timeline is communicated to client

3.2 Client is advised on alternative production techniques

Evidence of the ability to:

use effective strategies to build client relationships, according to business practices

liaise with customers and staff to gather, clarify, convey or confirm information

explain the services and capabilities of the enterprise to customers

effectively manage customer expectations and make client aware of timelines and budget

prepare and document required job information

assemble a portfolio covering a period of at least ONE month that demonstrates satisfactory completion of a job (documents should indicate that the job has been completed within budget and to the customer's satisfaction).

Note: If a 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:

outline requirements of all relevant printing processes

explain the relationship between pre-press, press and post-press

outline costs and characteristics of a range of substrates and inks