Manage activities to meet client requirements

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 CSCORG012, 'Manage activities to meet client requirements'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage activities to meet client requirements' 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

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. Negotiate client requirements

1.1 Contribute to honest and confidential discussion of client interests.

1.2 Provide clear and accurate information about the features and benefits of products and services to clients.

1.3 Ensure agreements contain all relevant information needed to determine the work activities necessary to meet client requirements.

1.4 Ensure agreements and contracts comply with legal and organisational requirements.

1.5 Record, store and use information provided by and to clients according to legal and organisational requirements.

1.6 Review client agreements regularly to determine improvements that can be made.

2. Plan activities

2.1 Consult relevant people about the activities needed to meet client requirements.

2.2 Monitor activity plans for circumstances that might affect activities, such as past experience and available resources.

2.3 Ensure activity plans allow client requirements to be met in the time agreed and meet the organisation’s policies and procedures.

2.4 Develop additional resources, team practices and skills to meet client requirements.

3. Maintain the work environment

3.1 Advise all relevant people about their legal and organisational responsibilities to maintain a healthy, safe and productive work environment.

3.2 Allocate resources and support to ensure that people involved can work in a healthy, safe and productive environment.

3.3 Review and improve the work environment through the involvement of team members.

3.4 Ensure that the work environment meets all legal and organisational requirements and is as productive as possible within work constraints.

3.5 Respond to breaches in health and safety promptly and in line with policies and legal requirements.

3.6 Make clear and prompt recommendations for improving the work environment.

3.7 Accurately complete all records of health and safety to meet organisational requirements.

4. Monitor products and services

4.1 Consult relevant people about all aspects of the quality of products and services and acknowledge their advice on improvements to the processes involved.

4.2 Review products and services according to quality management practices to ensure compliance with contract plans.

4.3 Obtain feedback from clients on how effectively their requirements are being met.

4.4 Consult clients on a regular basis regarding their short and long-term needs for products and services and when there are significant changes to products and services.

4.5 Review contracted prices and conditions according to changing demands, supplies and technology.

4.6 Take prompt action when products, services and processes fail to meet requirements.

4.7 Complete records of customer agreements and outcomes accurately according to organisational policies.

4.8 Implement and review procedures during the manufacturing or service supply process to ensure that best practices and operator safety are maintained.