Manage a customer service gas business unit

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 UEGNSG122B, 'Manage a customer service gas business unit'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage a customer service gas business unit' 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




Assess potential in the market place


Organisational, strategic and business plans and other relevant documentation is analysed and market analysis and environmental scans are performed according to established procedures


Products and services to form part of the business are selected consistent with the needs of the marketplace and the objectives of the organisation


Work roles and tasks are allocated according to requirements and individual’s competencies


Work is prioritised and sequenced for the most effective outcome and completed within an acceptable timeframe to a quality standard and in accordance with established procedures


Liaison and communication issues with authorised persons, authorities, clients and land owners are resolved and activities coordinated to carry out work


Risk control measures are identified, prioritised and evaluated against the work schedule


Develop business plans for the business unit


Business unit objectives and key performance indicators are developed in consultation with relevant personnel and principle stakeholders


A marketing strategy is developed and budgets and business unit objectives are promoted through effective communication to appropriate personnel


Decisions are made on the basis of safety and effective outcomes according to requirements and established procedures


Mathematical models are used to analyse the effectiveness of the finished product as per requirements and established procedures


Essential Knowledge and Associated Skills are applied to analyse specific data and compare it with compliance specifications to ensure completion of the project within an agreed timeframe according to requirements


Testing is undertaken according to requirements and established procedures


Work teams are arranged to ensure planned goals are met according to established procedures


Solutions to non-routine problems are identified and actioned, according to requirements, using acquired Essential Knowledge and Associated Skills,


Quality of work is monitored against personal performance agreement and established organisational and professional standards


Strategic plans are developed incorporating organisation initiatives as per established procedures


Manage the business unit and review and assess performance of the business unit


Distribution systems are developed and sales and product pricing schedules are developed and confirmed with appropriate personnel


Key performance indicators are reviewed with appropriate personnel and barriers to performance are identified, analysed and recommendations for improvements made


Product quality and sales trends are monitored and recommendations made for replacement of product or review of marketing strategies


Customer energy needs are projected and new products identified and forward estimates made according to established procedures


Reports and completion documents are submitted to relevant persons for approval and where applicable, statutory or regulatory approval


Approved copies of documents are issued and records are updated in accordance with established procedures