Evidence Matrix The evidence matrix identifies how each of the questions in the Interview Question Bank (Section 3) and the Practical Tasks (Section 4) demonstrates competence against the elements, performance criteria and critical aspects of evidence, underpinning skills and knowledge. Cluster 3 Managing and improving customer service – Units of competency BSBCUS501A Manage quality customer service BSBMGT516A Facilitate continuous improvement Supplementary Element Performance Criteria Question Practical Evidence BSBCUS501A Manage quality customer service Element 1 Plan to meet 1.1 Investigate, identify, assess and include the needs of Q1 T7 (TS, TMS) 26 – internal and external customers in planning processes. customer requirements 1.2 Ensure plans achieve the quality, time and cost Q1 T7 (TS, TMS, CM) 26 specifications agreed with customers. Element 2 Ensure delivery 2.1 Deliver products and/or services to customer Q1, 2 T7 (TS, TMS, CM, 26 – of quality products and/or specifications within organisation's business plan. JRE) services 2.2 Manage team performance to consistently meet the Q7, 8, 9, 10 T7, 8 (TS, TMS, 27 organisation's quality and delivery standards. CM, JRE) 2.3 Assist colleagues to overcome difficulty in meeting Q7, 8, 9, 11 T7, 8 (TS, TMS, 27 customer service standards leadership, supervision, CM, JRE) coaching and mentoring. Element 3 Monitor, adjust 3.1 Develop and use strategies to monitor progress in Q3, 3a, 3b, 3c T7, 8 (TS, TMS) 25 – and review customer service achieving product and/or service targets and standards. 3.2 Develop and use strategies to obtain customer feedback Q3, 3a, 3b T7, 8 (TS, TMS) 24, 25, 247 to improve the provision of products and/or services. 3.3 Develop, procure and use resources effectively to provide Q6 T7, 8 (TS, TMS) 26 quality products and/or services to customers. BSBCUS501A Manage quality customer service
Evidence Matrix The evidence matrix identifies how each of the questions in the Interview Question Bank (Section 3) and the Practical Tasks (Section 4) demonstrates competence against the elements, performance criteria and critical aspects of evidence, underpinning skills and knowledge. Cluster 3 – Managing and improving customer service Units of competency BSBCUS501A Manage quality customer service BSBMGT516A Facilitate continuous improvement Element Performance Criteria Question Practical Supplementary Evidence BSBCUS501A Manage quality customer service Element 1 – Plan to meet internal and external customer requirements 1.1 Investigate, identify, assess and include the needs of customers in planning processes. Q1 T7 (TS, TMS) 26 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers. Q1 T7 (TS, TMS, CM) 26 Element 2 – Ensure delivery of quality products and/or services 2.1 Deliver products and/or services to customer specifications within organisation's business plan. Q1, 2 T7 (TS, TMS, CM, JRE) 26 2.2 Manage team performance to consistently meet the organisation's quality and delivery standards. Q7, 8, 9, 10 T7, 8 (TS, TMS, CM, JRE) 27 2.3 Assist colleagues to overcome difficulty in meeting customer service standards leadership, supervision, coaching and mentoring. Q7, 8, 9, 11 T7, 8 (TS, TMS, CM, JRE) 27 Element 3 – Monitor, adjust and review customer service 3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards. Q3, 3a, 3b, 3c T7, 8 (TS, TMS) 25 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and/or services. Q3, 3a, 3b T7, 8 (TS, TMS) 24, 25, 247 3.3 Develop, procure and use resources effectively to provide quality products and/or services to customers. Q6 T7, 8 (TS, TMS) 26 BSBCUS501A Manage quality customer service
BOS1490_RPL_DipMgment.docx