Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCCO604A, 'Develop and maintain a service level strategy'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Develop and maintain a service level strategy' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1. Analyse historical data | 1.1. Distinguish between call/contact wait characteristics and service level data 1.2. Collect relevant and accurate service level data 1.3. Determine historical service levels for all service level periods 1.4. Collect relevant and accurate caller wait time, abandonment rate and customer survey data 1.5. Determine historical caller wait and abandon time characteristics |
2. Formulate a service level policy | 2.1. Identify the difference and impacts of providing the required service level against the industry standard 2.2. Effectively consult with relevant stakeholders on call wait characteristics and service levels 2.3. Identify business needs related to service levels 2.4. Review organisation's call wait characteristics in relation to the industry, the market and competition 2.5. Formulate a comprehensive set of appropriate call wait characteristics 2.6. Define and document an appropriate service level policy or target 2.7. Identify and document corresponding resources requirements 2.8. Communicate and justify service level policy to senior management and all stakeholders |
3. Monitor and maintain service levels | 3.1. Identify measurement capabilities of existing technology 3.2. Select diagnostic measures to accurately monitor service levels 3.3. Collect and accurately analyse service level data 3.4. Identify under-performing service level periods 3.5. Accurately analyse service level inputs 3.6. Recommend corrections to service level inputs to maintain service levels 3.7. Conduct benchmarking to compare performance to competitors and industry best practice 3.8. Develop comprehensive contingency plans for loss of facilities or technology |