Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with BSB Business Services Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to design and establish new customer engagement facilities and substantial enhancement of existing centres.
It applies to individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Stakeholder relations – Customer engagement
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Identify design elements |
1.1 Analyse role and business needs of proposed customer contact facility 1.2 Define general characteristics of customer contact facility 1.3 Identify design elements to meet business needs 1.4 Confirm analysis with stakeholders |
2 Develop detailed specifications |
2.1 Review facility design principles to confirm appropriateness of design 2.2 Delegate facility design elements to appropriately experienced specialist/s for detailed specification 2.3 Benchmark facility design against world-class standards to demonstrate appropriateness of specifications 2.4 Confirm design specifications with stakeholders |
3 Evaluate resources |
3.1 Identify budgetary limits for facility 3.2 Identify suitable resources available from organisation’s preferred suppliers 3.3 Identify suitable alternative resources and suppliers for each design aspect 3.4 Conduct comparative analysis of each alternative 3.5 Recommend resources for each design aspect |
4 Integrate design components |
4.1 Prepare viable project management plan for the integration of new facility resources 4.2 Use project management tools throughout the integration process 4.3 Prepare contingency plans to meet all reasonable costs 4.4 Develop effective testing procedures and plans for all resources 4.5 Maintain vigilance over budget, quality of supplied resources, and quality of work 4.6 Communicate progress and concerns arising to senior management in a timely way |
5 Launch customer contact facility |
5.1 Prepare viable project management plan for the launch of the new customer contact facility 5.2 Use project management tools throughout launch process 5.3 Communicate launch parameters to relevant stakeholders 5.4 Establish pre-launch operational test procedures and launch plans 5.5 Supervise launch to completion according to plans and contingencies 5.6 Review launch and debrief with stakeholders to plan follow-up actions |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill |
Performance Criteria |
Description |
Reading |
1.1, 2.1, 3.2, 3.3 |
|
Writing |
1.2, 2.3, 3.4, 3.5, 4.1, 4.4, 5.1, 5.4, 5.6 |
|
Oral Communication |
2.2, 2.4, 4.6, 5.3, 5.5, 5.6 |
|
Numeracy |
1.2, 1.3, 2.1, 3.1, 3.2, 3.4, 4.1, 4.2, 4.3, 4.4, 4.5, 5.1 |
|
Interact with others |
1.4, 2.4, 4.6, 5.6 |
|
Get the work done |
1.1-1.3, 2.1-2.3, 3.1-3.5, 4.1-4.6, 5.1-5.6 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
BSBCUE603 Design and launch new customer engagement facilities |
BSBCCO603B Design and launch new customer contact facilities |
Updated to meet Standards for Training Packages Name changed to reflect industry practice |
Equivalent unit |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10