Manage quality customer service

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 BSBCUS501, 'Manage quality customer service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage quality customer service' 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

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

2 Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

3 Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes


Qualifications and Skillsets

BSBCUS501 appears in the following qualifications:

  • ICP50110 - Diploma of Printing and Graphic Arts (Digital Production)
  • ICP50310 - Diploma of Printing and Graphic Arts (Printing)
  • ICP50410 - Diploma of Printing and Graphic Arts (Management_Sales)
  • ICP50210 - Diploma of Printing and Graphic Arts (Multimedia)
  • ICP50510 - Diploma of Printing and Graphic Arts (Process Improvement)
  • PUA50501 - Diploma of Public Safety (Firefighting Management)
  • FNS60310 - Advanced Diploma of Conveyancing
  • FNS51510 - Diploma of Credit Management
  • FNS51410 - Diploma of Loss Adjusting
  • FNS51110 - Diploma of General Insurance
  • FNS60610 - Advanced Diploma of Banking Services Management
  • FNS50910 - Diploma of Banking Services Management
  • FNS50410 - Diploma of Conveyancing
  • FNS50610 - Diploma of Financial Planning
  • MSA40710 - Certificate IV in Recreational Vehicle and Accessories Retailing
  • MSA30710 - Certificate III in Recreational Vehicle and Accessories Retailing
  • CPC50509 - Diploma of Fire Systems Design
  • CPC50408 - Diploma of Plumbing and Services
  • CPC50308 - Diploma of Building and Construction (Management)
  • CPC50210 - Diploma of Building and Construction (Building)
  • CPC50509 - Diploma of Fire Systems Design
  • CPC50412 - Diploma of Plumbing and Services
  • CPC50408 - Diploma of Plumbing and Services
  • CPC50308 - Diploma of Building and Construction (Management)
  • CPC50210 - Diploma of Building and Construction (Building)
  • CPP50611 - Diploma of Security and Risk Management
  • AUR50105 - Diploma of Automotive Management
  • AUR40105 - Certificate IV in Automotive Management
  • BSB51707 - Diploma of Recordkeeping
  • BSB50807 - Diploma of International Business
  • BSB51107 - Diploma of Management
  • BSB50407 - Diploma of Business Administration
  • BSB51507 - Diploma of Purchasing
  • BSB50507 - Diploma of Franchising
  • BSB50107 - Diploma of Advertising
  • WRH50109 - Diploma of Hairdressing Salon Management
  • SIF40108 - Certificate IV in Funeral Services
  • FPI40310 - Certificate IV in Timber Truss and Frame Manufacture
  • FPI50105 - Diploma of Forest and Forest Products
  • FPI50410 - Diploma of Timber Truss and Frame Design
  • FPI50310 - Diploma of Timber Truss and Frame Manufacture
  • CUS50309 - Diploma of Music Business
  • TAE50310 - Diploma of International Education Services
  • AHC51610 - Diploma of Irrigation Management
  • AHC50910 - Diploma of Retail Nursery Management
  • CUV60103 - Advanced Diploma of Arts Management
  • ACM50312 - Diploma of Veterinary Nursing (Dental)
  • ACM50512 - Diploma of Veterinary Nursing (General Practice)
  • ACM50212 - Diploma of Veterinary Nursing (Surgical)
  • ACM50412 - Diploma of Veterinary Nursing (Emergency and Critical Care)
  • CUE50403 - Diploma of Venues and Events
  • CUE60203 - Advanced Diploma of Live Production, Theatre and Events (Technical Production)
  • CUE60403 - Advanced Diploma of Venues and Events
  • TLI50310 - Diploma of International Freight Forwarding
  • TLI50210 - Diploma of Materiel Logistics
  • TLI50510 - Diploma of Deployment Logistics
  • TLI50310 - Diploma of International Freight Forwarding
  • TLI50210 - Diploma of Materiel Logistics
  • TLI50510 - Diploma of Deployment Logistics
  • FDF50210 - Diploma of Pharmaceutical Manufacturing
  • FDF40110 - Certificate IV in Food Processing
  • FDF50110 - Diploma of Food Processing
  • FDF40210 - Certificate IV in Pharmaceutical Manufacturing
  • HLT52007 - Diploma of Practice Management
  • RGR50208 - Diploma of Racing Services (Racing Administration)
  • BSB50311 - Diploma of Customer Contact
  • FDF41012 - Certificate IV in Flour Milling
  • CUL50111 - Diploma of Library and Information Services
  • RII50809 - Diploma of Drilling Oil/Gas (On shore)
  • RII50509 - Diploma of Civil Construction Design
  • RII50609 - Diploma of Drilling Operations
  • RII50409 - Diploma of Civil Construction Management
  • RII50709 - Diploma of Drilling Oil/Gas (Off shore)
  • RII50309 - Diploma of Minerals Processing
  • RII50109 - Diploma of Surface Operations Management
  • RII50209 - Diploma of Underground Metalliferous Mining Management
  • UET60212 - Advanced Diploma of ESI - Power Systems
  • UET50212 - Diploma of ESI - Power Systems
  • FNS60311 - Advanced Diploma of Conveyancing
  • FNS50611 - Diploma of Financial Planning
  • FNS51511 - Diploma of Credit Management
  • FNS50411 - Diploma of Conveyancing
  • FNS51811 - Diploma of Financial Services
  • UEG60211 - Advanced Diploma of Gas Supply Industry Operations
  • UEG50211 - Diploma of Gas Supply Industry Operations
  • FPI50411 - Diploma of Timber Truss and Frame Design
  • FPI50311 - Diploma of Timber Truss and Frame Manufacture
  • FPI50111 - Diploma of Forest and Forest Products
  • FPI40311 - Certificate IV in Timber Truss and Frame Manufacture
  • CPP50811 - Diploma of Waste Management
  • CPP50911 - Diploma of Building Design
  • HLT52012 - Diploma of Practice Management
  • AUR50112 - Diploma of Automotive Management
  • UEP50112 - Diploma of ESI Generation - Systems Operations
  • UEP50212 - Diploma of ESI Generation (Operations)
  • UEP50312 - Diploma of ESI Generation (Maintenance)
  • UEP50412 - Diploma of ESI Generation Maintenance - Electrical Electronic
  • UET50312 - Diploma of ESI - Power Systems Operations
  • UET60312 - Advanced Diploma of ESI - Power Systems Operations
  • PUA50513 - Diploma of Public Safety (Firefighting Management)
  • SIF50113 - Diploma of Funeral Services Management
  • UEG50114 - Diploma of Gas Supply Industry Operations
  • TLI50613 - Diploma of Rail Operations Management
  • RII50813 - Diploma of Drilling Oil & Gas (On shore)
  • TLI50813 - Diploma of Customs Broking
  • RII50713 - Diploma of Drilling Oil & Gas (Off shore)
  • RII50213 - Diploma of Underground Metalliferous Mining Management
  • RII50313 - Diploma of Minerals Processing
  • RII50513 - Diploma of Civil Construction Design
  • CUV50613 - Diploma of Aboriginal and Torres Strait Islander Visual Arts Industry Work
  • CUA50413 - Diploma of Live Production and Technical Services
  • RII50613 - Diploma of Drilling Operations
  • MSF40413 - Certificate IV in Glass and Glazing
  • RII50113 - Diploma of Surface Operations Management
  • CUA60213 - Advanced Diploma of Live Production and Management Services
  • RII50413 - Diploma of Civil Construction Management
  • UEG60114 - Advanced Diploma of Gas Supply Industry Operations
  • BSB52015 - Diploma of Conveyancing
  • BSB51515 - Diploma of Purchasing
  • BSB50415 - Diploma of Business Administration
  • BSB51715 - Diploma of Recordkeeping
  • BSB51915 - Diploma of Leadership and Management
  • BSB61115 - Advanced Diploma of Conveyancing
  • BSB50515 - Diploma of Franchising
  • BSB50115 - Diploma of Advertising
  • BSB50315 - Diploma of Customer Engagement
  • BSB50815 - Diploma of International Business
  • FNS50915 - Diploma of Banking Services Management
  • FNS51415 - Diploma of Loss Adjusting
  • FNS51115 - Diploma of General Insurance
  • FNS60615 - Advanced Diploma of Banking Services Management
  • FNS51815 - Diploma of Financial Services
  • FNS50615 - Diploma of Financial Planning
  • FNS51215 - Diploma of Insurance Broking
  • FNS51515 - Diploma of Credit Management
  • FNS50115 - Diploma of Personal Injury Management
  • ICP50115 - Diploma of Printing and Graphic Arts
  • TLI50615 - Diploma of Rail Operations Management
  • TLI50515 - Diploma of Deployment Logistics
  • TLI50215 - Diploma of Materiel Logistics
  • DEF53115 - Diploma of Electronic Forensics
  • DEF53215 - Diploma of Simulator Maintenance
  • HLT57715 - Diploma of Practice Management
  • MSM41115 - Certificate IV in Recreational Vehicle and Accessories Retailing
  • MSM31215 - Certificate III in Recreational Vehicle and Accessories Retailing
  • RII50115 - Diploma of Surface Operations Management
  • RII50215 - Diploma of Underground Metalliferous Mining Management
  • RII50415 - Diploma of Civil Construction Management
  • RII50315 - Diploma of Minerals Processing
  • RII50515 - Diploma of Civil Construction Design
  • RII50615 - Diploma of Drilling Operations
  • RII50715 - Diploma of Drilling Oil & Gas (Off shore)
  • RII50815 - Diploma of Drilling Oil & Gas (On shore)
  • FNS51915 - Diploma of Personal Injury and Disability Insurance Management
  • FNS52015 - Diploma of Personal Trusts
  • CUA50615 - Diploma of Aboriginal and Torres Strait Islander Visual Arts Industry Work
  • CUA50415 - Diploma of Live Production and Technical Services
  • CUA50815 - Diploma of Music Industry
  • BSB52115 - Diploma of Library and Information Services
  • TLI50816 - Diploma of Customs Broking
  • AVI50616 - Diploma of Aviation (Aviation Management)
  • TLI50316 - Diploma of International Freight Forwarding
  • AUR50116 - Diploma of Automotive Management
  • CPP50416 - Diploma of Building Design
  • CPP50616 - Diploma of Waste Management
  • FWP40316 - Certificate IV in Timber Truss and Frame Manufacture
  • FWP50116 - Diploma of Forest and Forest Products
  • FWP50216 - Diploma of Timber Truss and Frame Manufacture
  • FWP50316 - Diploma of Timber Truss and Frame Design
  • AHC50916 - Diploma of Retail Nursery Management
  • AHC51616 - Diploma of Irrigation Management

And the skillsets: