Assessment Requirements for SIRCCPM004 Manage pharmacy sales and service delivery

Release: 1

Assessment Requirements for SIRCCPM004 Manage pharmacy sales and service delivery

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

take responsibility for managing all aspects of pharmacy sales and service delivery over a period of two months

collect and evaluate customer feedback for two month period

evaluate and resolve three referred customer complaints

determine staff sales targets for the two month period and produce documents which clearly present targets

monitor sales data and performance and make monthly target adjustments according to operational constraints

produce fortnightly sales reports over the two month period

maintain fortnightly records of stock availability, evaluate supply issues fortnightly over the two month period and rectify problems

develop a report at the end of the two month period, detailing operational difficulties and recommendations for improving business productivity. Issues to be covered:

systematic customer service problems

sales

product supply

business processes and systems.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service

professional service standards expected of pharmacy personnel

pharmacy customer groups and their service preferences and expectations

format, contents and use of:

customer service and complaint resolution policies and procedures

sales targets

sales reports

methods of monitoring adherence to customer service standards and policies

methods of collecting customer feedback

methods of determining sales targets in line with pharmacy values and objectives

overview of:

pharmacy product range

specifications for quality of supplier merchandise

sources of product and supplier information

sources of information on negotiated cost of supply, contractual arrangements and preferred supplier arrangements

features and functions of pharmacy stock control and sales data software.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware

stock control and sales data software currently used by the community pharmacy industry

the following documents which can be:

sales target documents

sales reports

information on negotiated cost of supply, contractual arrangements and preferred supplier arrangements

customer service and complaint resolution policies and procedures

specifications for quality of supplier merchandise

customers and team members with whom the individual can interact; these can be:

customers and staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d