Unpacking a Unit of Competency Unit Code:
CPCCBC4001A
Unit Name: Apply Name: Apply building codes and standards to the
Release #: 1
construction process for low rise building projects This unit of competency specifies the outcomes required to access, interpret and apply relevant building codes and standards applicable to the construction processes of residential and low rise commercial buildings (low rise' licensing classification with reference to Class 1 and 10 construction and Classes 2 to 9 with a gross floor area not exceeding 2000 square metres, not including T ype A or Type B construction).
Assessment Methods
To successfully construct low rise buildings requires a thorough knowledge of the purpose and content of the Building Code of Australia (BCA), coupled with the ability to interpret other codes and standards related to a specific building. Element
Performance Criteria
1. Access and interpret relevant code and standard requirements.
1.1. Relevant performance requirements from the BCA that apply to individual projects (described as low rise) are identified.
Foundation Skills
1.2. Requirements of relevant BCA deemed-to-satisfy (DTS) provisions are determined.
1.3. Requirements of relevant Australian standards referenced referenced in the BCA are accessed and interpreted accordingly.
Uses listening and questioning techniques to obtain feedback and confirm understanding Identifies and uses appropriate conventions and protocols when communicating with colleagues and customers
Interprets and comprehends mathematical information in organisation’s business and customer service plans
Knowledge Evidence
Performance Evidence
Assessment Conditions
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the stakeholder relations – relations – customer customer service field of work and include access to:
Outline the legislative and regulatory context of the organisation relevant to customer service with reference to equal employment opportunity, anti-discrimination, competition and consumer protection, privacy, industrial relations, Work Health and Safety (WHS), environmental issues and other relevant requirements
Develop and review plans, policies and procedures for delivering and monitoring quality customer service
Legislation, regulations and codes of practice related to customer service
Workplace documentation and resources
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Unit Code:
BSBCUS501
Unit Name: Manage quality customer service
Release #: 1
Element
Performance Criteria
Foundation Skills
Performance Evidence
2. Ensure delivery of quality products and services
2.1 Deliver products and services to customer specifications within organisation’s business plan
Develops and implements plans using logical processes and monitors and evaluates progress against stated goals
2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards
2.3 Help colleagues overcome difficulties in meeting customer service standards
Knowledge Evidence
Provides support in field of expertise to team
Identify service standards and best practice models
Assessment Methods Assessment Conditions
Implement policies and procedures to ensure quality customer service
Outline techniques for dealing with customers including customers with specific needs Describe organisational policy and procedures for customer service including handling customer complaints Explain techniques for solving complaints including the principles and techniques involved in the management and organisation of: ◦
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customer behaviour customer needs research customer relations ongoing product and/or service quality problem identification and resolution quality customer service delivery record keeping and management methods strategies for monitoring, managing and introducing ways to improve customer service relationships strategies to obtain customer feedback
Monitor and assist teams to meet customer service requirements
Solve complex customer complaints and system problems that lead to poor customer service
Complex customer complaints Case studies, and where possible, real situations Interaction with others
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Unit Code:
BSBCUS501
Unit Name: Manage quality customer service
Release #: 1
Element
Performance Criteria
Foundation Skills
Performance Evidence
3. Monitor, adjust and review customer service
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services
Recognises and applies organisational protocols and meets expectations associated with own work Interprets and analyses textual information from a variety of sources and applies the knowledge that has been gained to evaluate standards for organisation’s products and services
3.3 Develop, procure and use resources effectively to provide quality products and services to customers
3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
Assessment Conditions
Develop and manage organisational systems for quality customer service
Summarise public relations and product promotion
3.5 Manage records, reports and recommendations within the organisation’s systems and processes
Knowledge Evidence
Assessment Methods
Develop, procure and use human and physical resources to support quality customer service delivery
Clearly articulates systems and standards in a team environment using language suitable to diverse audiences Collaborates with others, taking into account their strengths and experience, to achieve desired outcomes Accepts responsibility for addressing complex or nonroutine difficulties, applying problem solving processes in determining a solution. Produces a range of text types to convey information, requirements or recommendations matching style of writing to purpose and audience Uses digital technology to access, organise and present information in a format that meets requirements
Business technology
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