Determine needs of customer populations in the property industry

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 CPPDSM5010A, 'Determine needs of customer populations in the property industry'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Determine needs of customer populations in the property industry' 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

1Analyse needs of customer populations.

1.1 Information is sourced through both formal and informal channels according to organisational requirements.

1.2 Information on issues related to business environment affecting customers is collected and used in assessment.

1.3 Information is analysed and interpreted to identify and assess customer needs, expectations and satisfaction levels.

1.4 Decisions about matching of services and customer needs are based on up-to-date information.

2Plan and develop customer service.

2.1 Plans are developed to meet customer needs and deliver improved customer service.

2.2 Specific aspects of products and services and their delivery are modified as needed to meet changing customer service requirements.

2.3 Competitive comparisons are analysed and evaluated as input into planning process.

2.4 Customer service provisions are established through detailed and structured market research and analysis.

2.5 Changes to customer service are within organisational capability, including policies and budgetary framework and procedural and legislative requirements.

3Evaluate customer service relationship.

3.1 Information that measures level of customer satisfaction with its products and services is obtained.

3.2 Information on how organisation compares with competition and best practice is analysed and evaluated.

3.3 Appropriate initiatives are implemented or actioned.


Qualifications and Skillsets

CPPDSM5010A appears in the following qualifications:

  • CPP50511 - Diploma of Property Services (Asset and Facility Management)
  • CHC60308 - Advanced Diploma of Community Sector Management
  • CHC60312 - Advanced Diploma of Community Sector Management