Release 

Comments 

Release 2

This version released with BSB Business Services Training Package Version 2.0.

Version created to clarify assessment conditions

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 Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

2 Ensure delivery of quality products and services

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

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

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes

Skill 

Performance 

Criteria 

Description 

Reading

1.1, 1.2, 2.1, 3.1, 3.2, 3.3, 3.5

• Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation’s products and services

Writing

1.2, 3.1, 3.2, 3.3, 3.5

• Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience

Oral Communication

1.1, 1.2, 2.1, 2.3, 3.2

• Clearly articulates systems and standards in a team environment using language suitable to diverse audiences
• Uses listening and questioning techniques to obtain feedback and confirm understanding

Numeracy

1.2

• Interprets and comprehends mathematical information in organisation’s business and customer service plans.

Navigate the world of work

2.1, 2.2, 3.1, 3.5

• Recognises and applies organisational protocols and meets expectations associated with own work

Interact with others

1.1, 2.3, 3.4

• Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers
• Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes
• Provides support in field of expertise to team

Get the work done

1.1, 1.2, 2.1, 2.2, 3.1-3.5

• Develops and implements plans using logical processes and monitors and evaluates progress against stated goals
• Accepts responsibility for addressing complex or non-routine difficulties, applying problem solving processes in determining a solution.
• Uses digital technology to access, organise and present information in a format that meets requirements

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUS501 Manage quality customer service

Release 2

BSBCUS501 Manage quality customer service

Release 1

Updated to clarify assessment conditions

Equivalent unit

Release 

Comments 

Release 2

This version released with BSB Business Services Training Package Version 2.0

Version created to clarify assessment conditions

Release 1

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