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 UEENEEC010B, 'Deliver a service to customers'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Deliver a service to 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 | Interact with customers. | 1.1 | Communication with customers is conducted in a professional and courteous manner according to established procedures. |
1.2 | Customer enquiries are responded to promptly and politely and in accordance with established procedures. | ||
1.3 | Personal dress and presentation is maintained in line with established procedures. | ||
1.4 | Appropriate interpersonal skills are used to facilitate accurate and relevant exchange of information. | ||
2 | Identify customer needs. | 2.1 | Customer needs are assessed so that priorities for service delivery can be identified in accordance with established procedures. |
2.2 | Appropriate questioning and active listening are used to determine customer needs. | ||
2.3 | Customers are provided with information about available options for meeting their needs and assisted to identify their preferred option. | ||
2.4 | Personal limitations in addressing customer needs are identified and where appropriate assistance is sought from appropriate personnel. | ||
3 | Deliver a service to customers. | 3.1 | Prompt customer service is provided to meet identified needs in accordance with established procedures. |
3.2 | Service provided follows OHS policies and procedures and work is appropriately sequenced in accordance with requirements. | ||
3.3 | Service provided is coordinated effectively with others involved on the work site. | ||
3.4 | Customer complaints are handled sensitively and courteously in accordance with established procedures. | ||
3.5 | Opportunities to enhance the quality of service and products are identified and taken whenever possible. | ||
4 | Evaluate and complete service. | 4.1 | Own work is monitored and adjusted according to requirements for job quality, customer service and efficient resource use. |
4.2 | Customer service records are inspected and verified after service is completed to ensure requirements are met. | ||
4.3 | Appropriate personnel are notified of the completion of the repair work and details are documented in accordance with established procedures and requirements. | ||
4.4 | Variations in the quality of service and/or products from required standards are detected and reported in accordance with established procedures. | ||
4.5 | Additional information or follow-up action is completed in line with customer needs. | ||