Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify and analyse interdependencies

1.1 Identify interdependencies between engagement centre and other departments within the organisation

1.2 Identify the degree of interdependence

1.3 Map the flow of transactions and information between other departments and the engagement centre

2 Analyse value and service chain and identify gaps

2.1 Develop value and service chain model

2.2 Consult regularly with stakeholders

2.3 Collect data to support chain continuity and gap identification

2.4 Identify gaps in value and service chain

3 Prepare plan to close value and service chain gaps

3.1 Identify service chain gaps within control of customer engagement operations

3.2 Communicate other gaps to stakeholders and relevant parties

3.3 Identify activities and resources needed to close gaps

3.4 Prepare action plan

3.5 Establish review and feedback process

3.6 Develop internal networks to ensure sound communication across organisation

4 Integrate market intelligence capture into operations

4.1 Consult with organisation marketing area or business unit

4.2 Identify and agree on desired market intelligence

4.3 Integrate data collection into engagement guidelines

4.4 Integrate data-capture facilities into database

4.5 Integrate information into existing engagement strategy and operations

5 Report market intelligence to other corporate departments

5.1 Retrieve captured intelligence information

5.2 Prepare market-intelligence reports

5.3 Communicate information to relevant parties in an effective and timely manner

Skill 

Performance 

Criteria 

Description 

Reading

1.1, 1.2, 2.4, 3.1, 3.3 5.1

• Interprets and analyses textual information in a variety of forms to obtain and apply requirements

Writing

1.3, 2.1, 2.3, 3.4, 3.6 4.1, 4.3, 4.5, 5.2, 5.3

• Develops diagrams and detailed value and service chain model and related plans, which incorporate evaluation of information, requirements, and recommendations
• Uses structure, format and language appropriate to audience

Oral Communication

2.2, 3.2, 4.1, 5.3

• Articulates instructions and requirements clearly, and uses listening and questioning strategies to elicit ideas and opinions and confirm understanding

Numeracy

2.1, 2.3

• Extracts and analyses data and numerical information embedded in relevant documents

Interact with others

2.2, 3.2, 3.6, 4.1, 4.2 5.3

• Collaborates with others to achieve joint outcomes, playing an active role in establishment of networks, facilitating effective discussion and agreement
• Establishes and uses appropriate conventions and protocols when delivering reports to stakeholders

Get the work done

1.1, 1.2, 2.1, 2.3, 2.4

3.6. 4.3-4.5 5.3

• Sequences and schedules complex activities, monitors implementation and manages relevant communication
• Uses analytical processes to develop plans, establishing criteria for decisions about activities, resources and processes required to close service chain gaps
• Uses systematic, analytical processes to integrate market intelligence into operations, defining relevant information, and making a range of relatively complex technical and operational decisions to achieve required outcomes
• Uses a range of digital technology and applications to access and filter data, and extract, organise, integrate and share relevant information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE504 Integrate customer engagement within the organisation

BSBCCO504A Integrate customer contact operations in the organisation

Updated to meet Standards for Training Packages

Name changed to reflect industry practice

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.