Unit of competency details

BSBCUE604 - Develop and maintain a service level strategy (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCCO604B - Develop and maintain a service level strategyUpdated to meet Standards for Training Packages Code changed to reflect industry practice 24/Mar/2015


Training packages that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080301 Business Management  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080301 Business Management  30/Jul/2015 
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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 establish, monitor and maintain a service level strategy in a customer engagement environment.

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 Analyse historical data

1.1 Distinguish between contact-wait characteristics and service level data

1.2 Collect relevant and accurate service level data

1.3 Determine historical service levels for service level periods

1.4 Collect relevant and accurate contact-wait time, abandonment rate and customer survey data

1.5 Determine historical contact-wait and abandon-time characteristics

2 Formulate a service level policy

2.1 Describe the difference and impacts of providing the required service level against the industry standard

2.2 Consult with relevant stakeholders on contact-wait characteristics and service levels

2.3 Identify business needs related to service levels

2.4 Review organisation’s contact-wait characteristics in relation to the industry, the market and competition

2.5 Formulate a comprehensive set of appropriate contact-wait characteristics

2.6 Define and document an appropriate service level policy or target

2.7 Develop comprehensive contingency plans for loss of facilities or technology

2.8 Identify and document corresponding resource requirements

2.9 Communicate and justify service level policy to senior management and stakeholders

3 Monitor and maintain service levels

3.1 Identify measurement capabilities of existing technology

3.2 Select diagnostic measures to monitor service levels

3.3 Collect and analyse service level data

3.4 Identify under-performing service level periods

3.5 Analyse service level inputs and recommend corrections to maintain service levels

3.6 Conduct benchmarking to compare performance to competitors and industry best practice

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, 3.6

  • Recognises and evaluates complex texts to determine key information according to stakeholder requirements and industry best practice

Writing

2.2, 2.5, 2.6, 2.7, 2.8, 2.9, 3.4, 3.6

  • Prepares information which incorporates specialised language in a designated format and style appropriate to audience and purpose
  • Prepares specific information which conveys an understanding of outcomes and alternatives and uses terminology appropriate to context and audience

Oral Communication

2.2, 2.9

  • Presents information to a range of audiences using appropriate language and structure
  • Uses questioning and active listening to clarify or confirm understanding

Numeracy

1.1, 1.3, 1.4, 1.5, 2.1, 2.4, 2.6, 3.2, 3.3

  • Extracts, evaluates and compares numerical information
  • Applies mathematical methodologies and calculations to analyse, test and interpret data and draw conclusions

Interact with others

2.2, 2.9

  • Participates in complex stakeholder consultations, initiating and taking the lead where appropriate
  • Tailors communication to achieve its purpose, demonstrating a sophisticated understanding of the needs, interests, issues and priorities of stakeholder and senior management audiences

Get the work done

1.1, 1.2, 1.4

  • Sequences and schedules complex activities, monitors implementation and manages relevant communication when formulating policy
  • Uses systematic, analytical processes when analysing data and formulating policy, setting goals, gathering relevant information, and identifying and evaluating options against agreed criteria
  • Uses digital tools to access, analyse and organise complex data

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE604 Develop and maintain a service level strategy

BSBCCO604B Develop and maintain a service-level strategy

Updated to meet Standards for Training Packages

Code changed to reflect industry practice

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

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

Performance Evidence

Evidence of the ability to:

  • develop, monitor and maintain a service level strategy and supporting policies and procedures
  • analyse historical data to determine existing contact-wait and abandon-time characteristics
  • formulate a comprehensive set of call-wait characteristics and targets based on the business needs and industry benchmarks
  • consult with stakeholders to confirm requirements and verify the proposed service level strategy
  • monitor and maintain service levels by collecting, analysing and acting on service level data
  • develop a comprehensive contingency plan for loss of facilities or technology.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • explain benchmarking principles
  • describe business and financial planning (budget) principles
  • identify business requirements for service level performance, which may include regulatory requirements
  • describe the technology functionality and reporting capability of a management information system to provide service-level contact data
  • describe industry standards, best practice and regulatory requirements for service levels
  • describe the difference and impacts of providing the required service-level against the industry standard
  • explain the structure and organisation of workforce, including part-time, casual, contract and shift workers
  • explain the organisational structure and who the key stakeholders are
  • describe the processes for determining customer expectations and satisfaction with level of service.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer engagement field of work and include access to:

  • information and databases for analysis activities
  • industry and competitor benchmarking data
  • historical contact-wait and abandon-time data
  • relevant legislation, regulations, standards and guidelines
  • stakeholder feedback
  • case studies and, where possible, real situations.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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