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Assessment Booklet
Copyright 2011
GP Links Wide Bay trading as
Health Industry Training
PO Box 702
HERVEY BAY 4655
Trainer Comments:
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Date Due: _____ / _____ / _____ Date Submitted: _____ / _____ / _____
Student Declaration:
I declare that I understand how assessment will take place for this unit. I also understand that work completed
towards this assessment must be verifiably my own.
Trainer Sign-off:
I declare the above named student was assessed by me for the above mentioned unit
ASSESSMENT INFORMATION
Competency based assessment
The standards used to determine competency in different industry sectors are developed in conjunction with
the relevant Industry Training Advisory Board (ITAB). These standards are endorsed by government in the
form of specific industry national training packages.
Assessment in a competency based course determines when competency has been achieved. To be
assessed as competent a student must provide evidence that demonstrates they can perform the necessary
skills and performances required including employability skills. To be competent a student is required to
consistently demonstrate the skills, knowledge and performance criteria that are necessary to confidently
complete the work tasks in a normal range of workplace conditions.
The trainer/assessor is responsible for ensuring the evidence gathered by a student is:
Dimensions of assessment
The dimensions of competency relate to all aspects of work performance and include:
Task skills: The student must perform the individual skills required to complete a
work activity to the required standards.
Task management skills: The student must manage a number of different tasks to complete a
whole work activity.
Contingency management skills: The student must use their problem-solving skills to resolve issues that
arise when performing a work activity.
Job/role environment skills: The student must perform effectively in the workplace when undertaking
a work activity by working well with all stakeholders and following
workplace policies and procedures.
All workers in the health and community services should be aware of access, equity and human rights issues
in relation to their own area of work. They should develop their ability to work in a culturally diverse
environment.
Trainers and assessors must take into account relevant access and equity issues including the concept of
social inclusion which ensures equitable access to services, to connect with others and to protect an
individuals right to be heard.
UNIT INFORMATION
Unit descriptor This unit describes the performance outcomes, skills and knowledge required to
develop strategies to manage organisational systems that ensure products and
services are delivered and maintained to standards agreed by the organisation.
Employability skills This unit contains employability skills including communication, teamwork,
problem solving, initiative and enterprise, planning and organising, self
management, learning and technology
Application of the unit Many managers are involved in ensuring that products and services are delivered
and maintained to standards agreed by the organisation. These managers may
have staff involved in delivering customer service and are responsible for the
quality of their work. In many instances the work will occur within the
organisation's policies and procedures framework
At this level, the exercise of considerable discretion and judgement, using a range
of problem solving and decision making strategies, will be required
Method of assessment Assessment may include observation, questioning and evidence gathered
from the workplace or simulated environment
1. Plan to meet 1.1 Investigate, identify, assess, and include the needs of customers in planning
internal and processes
external customer
requirements 1.2 Ensure plans achieve the quality, time and cost specifications agreed with
customers
2. Ensure delivery of 2.1 Deliver products and/or services to customer specifications within
quality products organisation's business plan
and/or services
2.2 Monitor team performance to consistently meet the organisation's quality and
delivery standards
3. Monitor, adjust and 3.1 Develop and use strategies to monitor progress in achieving product and/or
review customer service targets and standards
service
3.2 Develop and use strategies to obtain customer feedback to improve the
provision of products and/or services
3.3 Develop, procure and use resources effectively to provide quality products
and/or services to customers
ASSESSMENT TOOLS
Assessment is conducted throughout the course using different assessment tools including written/oral
assessment, projects, observation, third party reports, simulation/case studies and portfolios. Both skills and
knowledge are assessed in line with the requirements of the Australian Quality Training Framework (AQTF)
and the training package.
Health Industry Training will use different methods of assessment to ensure sufficient evidence can be
gathered to demonstrate a student can perform a task against the specified criteria. Assessment methods
can include:
Questioning: questions asked orally or in a written format. Written questioning is widely used in
competency based assessment to assess a students understanding and knowledge of the task they are
performing.
Projects: are used for relevant units that require students to demonstrate a high level of research and
analytical skills.
Third party reports: confirmation of consistent performance by the student to meet key performance
indicators over time and a range of contexts.
Portfolio: collection of individual pieces of evidence to demonstrate work outputs by the student.
Evidence can be gathered from day to day work, certificated learning and other activities such as past
achievements.
Other assessment activities determined by the trainer could include a range of assessment tools appropriate
for this unit to demonstrate competencies which sufficiently address:
Recognition of Prior Learning (RPL) is a formal recognition of your current skills and knowledge you have
achieved outside the education and training system. RPL takes into account any previous formal study, work
and life experience and then assesses this against the elements of competency to determine if you can
receive credit toward a qualification. Students seeking recognition can apply by contacting the Manager
Health Industry Training at the commencement of study.
Credit Transfer
Students who have completed a formal unit within their intended qualification with another Registered
Training Organisation (RTO) may be able to apply for a credit transfer or exemption. A certified copy of the
original documentation must be provided when applying for a credit transfer.
ASSESSMENT INSTRUCTIONS
Assessment format and layout
Plagiarism
Plagiarism is the act of representing as one's own original work the creative works of another, without
appropriate acknowledgment of the author or source. In all written work submitted for assessment you must
show the sources for your material. The principle is that whenever submitted material is not your own original
work this must be referenced to acknowledge the authors work.
It is expected that when a student submits an assessment that it is the independent work of that student and
they have written it in their own words. If a student has plagiarised another persons work they will be asked
to resubmit their assessment. Plagiarism can lead to instant dismissal.
Submission
All assessments must be submitted in the format described. A date for submission will be set by the trainer.
Assessments must be submitted on or before this date or an extension must be granted by the trainer.
The assessment cover sheets must be detached from the assessment booklets and attached to the front of
each assessment. All sections of the cover sheet must be completed by the student prior to submission of
assessment. The bottom section of the assessment cover sheet will be retained by the trainer.
Resubmitting assessments
If a student is marked not competent they will be provided with an alternative assessment for completion to
be able to demonstrate competency. An assessment resubmission should be treated as the original
assessment with all principles applying.
Questions
1. Why is it necessary to clearly identify, before designing product and service offerings, customer needs,
and what are some of the less obvious service aspects that might inform purchasing decisions?
2. What are the questions that all customers ask themselves (consciously or subconsciously) before they
commit to a purchase and how is the presented product/service bundle likely to affect a customers
purchasing decision?
3. Being able to provide good customer service is not an innate skill. It requires that employees receive
appropriate training and learn to understand their role/s with regard to customer service. This applies to
those employees who are in direct contact with customers and those who have no direct contact with
customers. Discuss the ways in which employees can learn the skills needed to provide good customer
service.
4. In any organisation there are both internal and external customers. These are all part of the customer-
supplier chain. For the customer / end-user to receive quality products/services it is necessary that all
aspects of the customer-supply chain meet specific quality objectives. Who actually sets these quality
standards and how are they set?
5. How can an organisation encourage suppliers both internal and external to participate in actively
ensuring quality standards are maintained?
6. How can you collect customer feedback about customer service levels, their satisfaction with products
and services and any complaints they might have?
7. Identify and explain the stages that should be followed when dealing with a customer complaint.
To be marked competent in this unit, students must respond to all points in the project. Answers must be
comprehensive, detailed, demonstrate appropriate research procedures and be supported by suitable
references.
Project 1
Excellence in customer service is the objective of all organisations wishing to be successful. However, there
is often a gap between customer expectations and management perceptions of customer expectations.
Organisations often fail to get close to their customers and correctly read their expectations.
cost constraints, or failure to set and meet realistic performance standards, which affect what the
organisation can actually deliver
poor staff attitudes, training levels and working materials
gaps between what salespeople promise and the actual service or product quality
Project 2
Janice works in the production department of a book printing firm. Her role involves collating printed
documents, binding them and preparing them ready for shipment to the customer. She has no direct contact
with the customer and believes that she has no responsibility for quality management. If a mistake in the print
run is made, then she is not responsible. Her responsibility is just to take the printed material, collate it, bind it
and ship it.
Janice has reasonable communication and interpersonal skills. She is friendly and gets along well with her
co-workers.
Although Janice prepares the products ready for shipment she does not address them. In fact, if you asked
her, she would not be able to tell you who the organisations customers were. As far as she is concerned all
the knowledge about customers - who they are and what they actually want is processed by other people in
the organisation. All she does is work on the production line. This means that as far as she in concerned, she
has no responsibility for customer service. Other people in the organisation are employed to provide
customer service because they are good at it.
a. What is wrong here with Janices attitude and with the organisational system?
b. How do you think attitudes like Janices impact on other employees, on the supplier customer chain
and on the organisations outcomes?
c. What do you think should be done to make Janice more aware of her responsibilities toward the
organisations customers?
d. Why is it necessary that she understands that she has a very definite role to play with regard to
customer service?
Project 3
Draw on your own experience, the text in this resource, and other library or internet resources to answer, in
detail, the questions. Where appropriate, use examples and descriptions of situations to support your
answers.
Organisations that intend to be successful need to design products, services and product/service bundles to
meet customer needs. How can they do this and how can they ensure that the organisations plans achieve
quality, time and cost specifications agreed with customers? What data and records might be drawn upon to
make plans intended to meet customer needs?
What monitoring and evaluation procedures might be followed to ensure that the organisation keeps up with
changes in customer needs and in market conditions, procures and disburses resources appropriately and is
able to consistently meet product quality and delivery standards?
How can customer feedback be collected and used and why is it necessary to consult with customers
(internal and external) and with other stakeholders when monitoring and assessing the organisations
progress toward achieving quality targets?
Within the organisation there will be groups of people or teams which work toward goal achievement. How
can managers and supervisors ensure that team members have the skills needed to communicate effectively
with customers and to provide excellent customer service? How might they assist colleagues in overcoming
difficulties with meeting customer service standards?
What procedures might be followed to identify problems and with appropriate individuals and groups to adapt
customer services, products and/or service delivery so that it continues to meet customer needs?