Release 

Comments 

Release 1

This version first released with ICP Printing and Graphic Arts 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. Establish and maintain a positive client relationship

1.1 Rapport with client is built and maintained according to accepted business practices

1.2 Opportunities to provide additional services to client are identified

1.3 Client is advised of input requirements and restraints for relevant printing processes

2. Manage customer expectations

2.1 Internal and external customer needs and expectations are matched with production process requirements

2.2 Job requirements are clarified with client and compared with quote/estimate

2.3 Information and clarifications are passed between client and technical staff

2.4 Job specifications and job parameters are used to define appropriate production procedures and processes

2.5 Knowledge of company services, equipment capabilities, limitations and workflow is demonstrated

2.6 Project is evaluated and feedback provided to client as agreed, or according to enterprise customer service practices

2.7 Preliminary proof and contract proof are distinguished according to enterprise standards, and communicated to client

2.8 Client is provided with documentation to review and approves all dummies and proofs at appropriate stages in production process

2.9 Job information (eg work orders, quotes, job tickets) is documented and compiled

3. Manage project budget and timeline

3.1 Client requested changes are monitored and documented and impact on budget and timeline is communicated to client

3.2 Client is advised on alternative production techniques

Skill 

Performance Criteria 

Description 

Reading

2.2, 2.4, 2.6, 2.8, 2.9, 3.1

• Recognises text within job specifications and follows written instructions
• Reviews documentation to identify scheduling changes

Writing

1.3, 2.2, 2.6, 2.7, 2.9, 3.1

• Uses clear, specific and industry related terminology to complete and update workplace documentation

Oral Communication

1.1, 1.3, 2.2, 2.3, 2.6, 2.7, 3.1, 3.2

• Clearly explains requirements using language appropriate to audience and environment
• Participates in a verbal exchange of ideas and solutions

Numeracy

2.2, 3.1

• Uses mathematical formulas and calculations to operate within budgetary constraints

Navigate the world of work

1.2, 2.5-2.7

• Regularly reviews current situation and work options, developing strategies to address possible opportunities
• Adheres to organisational policies and practices

Interact with others

1.1, 2.3, 2.8

• Recognises importance of building rapport to establish effective working relationships
• Selects appropriate form, channel and mode of communication for a specific purpose relevant to own role

Get the work done

2.1, 2.5, 2.6, 2.9

• Develops plans to manage relatively complex, non-routine tasks with an awareness of how they may contribute to longer term operational and strategic goals

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICPSUP464 Provide customer service and education

ICPSU464C Provide customer service and education

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with ICP Printing and Graphic Arts Training Package Version 1.0.