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 PSPMNGT606B, 'Manage quality client service'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Manage quality client service' 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. Analyse client needs | 1.1 Key stakeholders and clients are consulted to determine options for addressing client needs. 1.2 Understanding of options for service delivery is used to match client services to clients needs. 1.3 Records of client needs are developed and maintained in accordance with organisational policy and procedures. 1.4 Client requirements are identified and client feedback is reviewed routinely to ensure that needs will be met. 1.5 Service delivery is reviewed routinely to ensure it satisfies requirements of clients. |
2. Deliver service which satisfies changing client requirements | 2.1 Current and relevant information and materials are provided to clients in accordance with their needs. 2.2 Service delivery is based on up-to-date information, is successfully negotiated and finalised as required. 2.3 Current good practice is reflected in client service delivery. 2.4 Problems in client service delivery are identified and addressed. 2.5 Improvements to client services practices and procedures are implemented within the area of responsibility. |
3. Secure employee commitment to the provision of client service | 3.1 A consultative approach within the business unit is adopted to formulate service delivery standards. 3.2 Sections, workgroups and individuals are encouraged to suggest and action strategies to improve service delivery. 3.3 Quality client service provided by individuals or workgroups is identified and recognised. 3.4 Quality client service is modelled for employees within the business unit. |
4. Promote client service | 4.1 Service to potential clients is marketed effectively. 4.2 Potential areas of difficulty in client services are identified and solutions recommended. 4.3 Client concerns about the service are resolved and complaints of a serious nature are referred to senior staff. 4.4 Responses to clients are actioned within an acceptable timeframe. |
5. Monitor client services | 5.1 Relevant information on markets and trends is used to review client service delivery. 5.2 Performance indicators are developed to monitor and improve client service delivery. 5.3 The provision of client services is monitored for compliance with legislative requirements and organisation policy. |