Manage quality client 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 PSPMGT005, 'Manage quality client service'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage quality client service' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and 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. Analyse client needs

1.1 Consult key stakeholders and clients to determine options for addressing client needs.

1.2 Understand options for service delivery to match client services to client needs.

1.3 Develop and maintain records of client needs.

1.4 Identify client requirements and review client feedback.

1.5 Review service delivery to ensure it satisfies requirements of clients.

2. Deliver service that satisfies changing client requirements

2.1 Provide current and relevant information and materials to clients in accordance with their needs.

2.2 Ensure service delivery is based on current client requirement information.

2.3 Reflect current good practice in client service delivery.

2.4 Identify and address problems in client service delivery.

2.5 Implement improvements to client services practices and procedures within the area of responsibility.

3. Secure employee commitment to the provision of client service

3.1 Adopt a consultative approach within the business unit to formulate service delivery standards.

3.2 Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

3.3 Identify and recognise quality client service provided by individuals or workgroups.

3.4 Model quality client service for employees within the business unit.

4. Promote client service

4.1 Market service to potential clients.

4.2 Identify potential areas of difficulty in client services and recommend solutions.

4.3 Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

4.4 Action responses to clients within an acceptable timeframe.

5. Monitor client services

5.1 Use relevant information on markets and trends to review client service delivery.

5.2 Develop performance indicators to monitor and improve client service delivery.