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 FNSBNK501A, 'Manage banking and service strategy for small business customers'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Manage banking and service strategy for small business customers' 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. Develop services for small businesses | 1.1. The attributes, service needs and wants of small business customers are identified as a basis for tailoring communications and services 1.2. Current usage patterns of the institution's small business customers are analysed and product and service options for small business customers identified 1.3. New products and services, tailored to small business customers, are designed and their implementation negotiated in accordance with the institution's business rules and processes 1.4. Campaigns targeted to the small business portfolio are identified and planned in a manner which meets the institution's standards and timeframes 1.5. Reward and recognition strategies to build customer loyalty are developed and the implementation managed |
2. Manage small business customer service teams | 2.1. Team and individual roles and responsibilities are developed and communicated effectively following appropriate consultations and in line with established processes and protocols of the organisation 2.2. Team and individual goals and plans are developed and communicated effectively following appropriate consultations and in line with the established processes and protocols of the organisation 2.3. Service standards and performance indicators are established in order to manage and support the performance of the customer service teams and their portfolios of customers 2.4. Performance of staff within the customer service teams is monitored and feedback provided as part of the performance management processes of the institution 2.5. Processes to ensure effective communication with and within the small business customer service teams are identified, implemented and monitored 2.6. Processes to resolve customer complaints are planned, implemented and monitored |
3. Lead, support and develop small business customer service teams | 3.1. Staff are actively encouraged to participate in and assume responsibility for team performance 3.2. High standards of personal performance, the demonstration of respect for team members and open communications are modelled with staff provided the opportunity and support to identify and resolve problems 3.3. Feedback is provided to staff to recognise effort and success and Information, advice and coaching provided as required and in a timely and effective manner |
4. Evaluate and report outcomes | 4.1. Strategies to support the continuous improvement of small business customer services teams are developed, implemented and monitored 4.2. Reports against targets using standards protocols and procedures are made with exception or feedback reports analysed and processes put in place to rectify faults or capitalise on opportunities 4.3. Product and service offering targeted to the small business customer segment are reviewed and solutions for improvement are made in accordance with the institution's business rules and processes |