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Evidence Guide: PSPMGT005 - Manage quality client service

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

 

PSPMGT005 - Manage quality client service

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

Analyse client needs

  1. Consult key stakeholders and clients to determine options for addressing client needs.
  2. Understand options for service delivery to match client services to client needs.
  3. Develop and maintain records of client needs.
  4. Identify client requirements and review client feedback.
  5. Review service delivery to ensure it satisfies requirements of clients.
Consult key stakeholders and clients to determine options for addressing client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Understand options for service delivery to match client services to client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain records of client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify client requirements and review client feedback.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review service delivery to ensure it satisfies requirements of clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service that satisfies changing client requirements

  1. Provide current and relevant information and materials to clients in accordance with their needs.
  2. Ensure service delivery is based on current client requirement information.
  3. Reflect current good practice in client service delivery.
  4. Identify and address problems in client service delivery.
  5. Implement improvements to client services practices and procedures within the area of responsibility.
Provide current and relevant information and materials to clients in accordance with their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure service delivery is based on current client requirement information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reflect current good practice in client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address problems in client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement improvements to client services practices and procedures within the area of responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Secure employee commitment to the provision of client service

  1. Adopt a consultative approach within the business unit to formulate service delivery standards.
  2. Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.
  3. Identify and recognise quality client service provided by individuals or workgroups.
  4. Model quality client service for employees within the business unit.
Adopt a consultative approach within the business unit to formulate service delivery standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and recognise quality client service provided by individuals or workgroups.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Model quality client service for employees within the business unit.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote client service

  1. Market service to potential clients.
  2. Identify potential areas of difficulty in client services and recommend solutions.
  3. Resolve client concerns about the service and refer complaints of a serious nature to senior staff.
  4. Action responses to clients within an acceptable timeframe.
Market service to potential clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential areas of difficulty in client services and recommend solutions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action responses to clients within an acceptable timeframe.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor client services

  1. Use relevant information on markets and trends to review client service delivery.
  2. Develop performance indicators to monitor and improve client service delivery.
Use relevant information on markets and trends to review client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop performance indicators to monitor and improve client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse client needs

  1. Consult key stakeholders and clients to determine options for addressing client needs.
  2. Understand options for service delivery to match client services to client needs.
  3. Develop and maintain records of client needs.
  4. Identify client requirements and review client feedback.
  5. Review service delivery to ensure it satisfies requirements of clients.
Consult key stakeholders and clients to determine options for addressing client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Understand options for service delivery to match client services to client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain records of client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify client requirements and review client feedback.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review service delivery to ensure it satisfies requirements of clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service that satisfies changing client requirements

  1. Provide current and relevant information and materials to clients in accordance with their needs.
  2. Ensure service delivery is based on current client requirement information.
  3. Reflect current good practice in client service delivery.
  4. Identify and address problems in client service delivery.
  5. Implement improvements to client services practices and procedures within the area of responsibility.
Provide current and relevant information and materials to clients in accordance with their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure service delivery is based on current client requirement information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reflect current good practice in client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address problems in client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement improvements to client services practices and procedures within the area of responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Secure employee commitment to the provision of client service

  1. Adopt a consultative approach within the business unit to formulate service delivery standards.
  2. Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.
  3. Identify and recognise quality client service provided by individuals or workgroups.
  4. Model quality client service for employees within the business unit.
Adopt a consultative approach within the business unit to formulate service delivery standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and recognise quality client service provided by individuals or workgroups.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Model quality client service for employees within the business unit.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote client service

  1. Market service to potential clients.
  2. Identify potential areas of difficulty in client services and recommend solutions.
  3. Resolve client concerns about the service and refer complaints of a serious nature to senior staff.
  4. Action responses to clients within an acceptable timeframe.
Market service to potential clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential areas of difficulty in client services and recommend solutions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action responses to clients within an acceptable timeframe.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor client services

  1. Use relevant information on markets and trends to review client service delivery.
  2. Develop performance indicators to monitor and improve client service delivery.
Use relevant information on markets and trends to review client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop performance indicators to monitor and improve client service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Analyse client needs

1.1 Consult key stakeholders and clients to determine options for addressing client needs.

1.2 Understand options for service delivery to match client services to client needs.

1.3 Develop and maintain records of client needs.

1.4 Identify client requirements and review client feedback.

1.5 Review service delivery to ensure it satisfies requirements of clients.

2. Deliver service that satisfies changing client requirements

2.1 Provide current and relevant information and materials to clients in accordance with their needs.

2.2 Ensure service delivery is based on current client requirement information.

2.3 Reflect current good practice in client service delivery.

2.4 Identify and address problems in client service delivery.

2.5 Implement improvements to client services practices and procedures within the area of responsibility.

3. Secure employee commitment to the provision of client service

3.1 Adopt a consultative approach within the business unit to formulate service delivery standards.

3.2 Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

3.3 Identify and recognise quality client service provided by individuals or workgroups.

3.4 Model quality client service for employees within the business unit.

4. Promote client service

4.1 Market service to potential clients.

4.2 Identify potential areas of difficulty in client services and recommend solutions.

4.3 Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

4.4 Action responses to clients within an acceptable timeframe.

5. Monitor client services

5.1 Use relevant information on markets and trends to review client service delivery.

5.2 Develop performance indicators to monitor and improve client service delivery.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Analyse client needs

1.1 Consult key stakeholders and clients to determine options for addressing client needs.

1.2 Understand options for service delivery to match client services to client needs.

1.3 Develop and maintain records of client needs.

1.4 Identify client requirements and review client feedback.

1.5 Review service delivery to ensure it satisfies requirements of clients.

2. Deliver service that satisfies changing client requirements

2.1 Provide current and relevant information and materials to clients in accordance with their needs.

2.2 Ensure service delivery is based on current client requirement information.

2.3 Reflect current good practice in client service delivery.

2.4 Identify and address problems in client service delivery.

2.5 Implement improvements to client services practices and procedures within the area of responsibility.

3. Secure employee commitment to the provision of client service

3.1 Adopt a consultative approach within the business unit to formulate service delivery standards.

3.2 Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

3.3 Identify and recognise quality client service provided by individuals or workgroups.

3.4 Model quality client service for employees within the business unit.

4. Promote client service

4.1 Market service to potential clients.

4.2 Identify potential areas of difficulty in client services and recommend solutions.

4.3 Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

4.4 Action responses to clients within an acceptable timeframe.

5. Monitor client services

5.1 Use relevant information on markets and trends to review client service delivery.

5.2 Develop performance indicators to monitor and improve client service delivery.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

marketing and promoting client services

engaging in oral and written clarification of issues

negotiating variations and changes with clients

using appropriate language and style for written submissions

explaining complex ideas to different audiences

networking with clients, suppliers and stakeholders

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legislative and regulatory frameworks influencing the provision of client services

current developments in effective client services delivery

the constraints on the provision of client service caused by the availability of resources and the likelihood that client needs have to be prioritised and rationed

the relationships between effective management of diversity and satisfying client needs

organisational goals and policies relating to client service delivery