Establish, manage and monitor key relationships

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 FNSCUS601A, 'Establish, manage and monitor key relationships'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Establish, manage and monitor key relationships' 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. Establish criteria for identifying key relationships

1.1. A definition for identifying a client as a key relationship to the organisation is established

1.2. The definition for key relationships is communicated to staff and, if relevant, to agents for the organisation

1.3. Arrangements are made to regularly review the organisation definition of key relationships to take into account changing market conditions and client profiles

2. Identify key relationships

2.1. Existing clients are reviewed by representatives and management, using the definition for key relationships, to form a database of key relationship clients

2.2. Senior representatives are identified and/or allocated to each key relationship

2.3. All staff are informed of key relationships and the responsible representative for each key relationship

3. Establish service structures for key relationships

3.1. Appropriate training is given to representatives who deal with key relationships

3.2. Administrative and research arrangements to support key relationships are established

3.3. Service guidelines including terms of trade and fees are established for key relationships and communicated to representatives

3.4. Organisation capacity briefs are prepared for key relationships including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements

4. Establish monitoring procedures for key relationship services

4.1. Procedures for representatives to report on key relationship service delivery are established

4.2. Reporting arrangements that protect client confidentiality and comply with industry codes of practice and legislative and regulatory requirements are established

4.3. Client satisfaction surveys are conducted with key relationships and results communicated to staff

4.4. Complaints are resolved efficiently and analysed for potential service improvements

4.5. Regular reviews are made of key relationship service delivery against organisation standards and Key Performance Indicators (KPIs)


Qualifications and Skillsets

FNSCUS601A appears in the following qualifications:

  • FNS60510 - Advanced Diploma of Superannuation
  • FNS60513 - Advanced Diploma of Superannuation