Elements and Performance Criteria

This competency must be demonstrated through communication via media such as:
telephone
two way radio
computer equipment
face-to-face interaction.

Plant documentation may include:
organisational policies
standard operating procedures and work instructions
company business objectives and key performance indicators
as is appropriate to give effective service to customers at that level.
All operations are performed in accordance with work instructions.

OHS
All operations are subject to stringent OHS requirements and these must not be compromised at any time. Where there is an apparent conflict between performance criteria and OHS requirements, the OHS requirements take precedence.

Essential knowledge and enterprise requirements
Knowledge and understanding of process, normal operating parameters and product quality.

Competence is to include the ability to apply:

principles of recording and reporting
effective questioning and answering techniques
effective interpersonal skills

and explain:

company product(s) and service(s)
as is relevant to the customer's requirements and the ability to operate and report at that level.
Knowledge of the relevant OHS and environmental requirements and an ability to implement them is required.
Knowledge of organisational procedures and work instructions is required.

Critical aspects

Evidence of satisfactory performance in this unit can be obtained by observation of performance and questioning to indicate understanding and knowledge of the elements of the competency and performance criteria. In addition, look to see that:

customer requirements are accurately assessed
customer requirements are completed within the necessary timelines
appropriate documenting of the customer request is undertaken
quality of customer service is evaluated
enterprise procedures for identifying and suggesting improvements are followed
customer complaints are effectively attended to.

Assessment method and context
Competence in this unit may be assessed by observation of the timely and effective response to internal and/or external customer requests. Where this is done, the timeframe must allow for adequate assessment under all normal and a range of abnormal conditions. Where this is not practical, additional assessment techniques must be used.
Competence may be assessed by a project and or a range of case studies and/or by demonstration exercises. A combination of these techniques should be used to ensure that the competency is adequately assessed.
In all cases it is expected that the practical assessment will be supported by targeted questioning to assess the underpinning knowledge.

Resource implications
Resources required include suitable access to a workplace. A bank of case studies/scenarios will also be required where these form part of the assessment method. Questioning may take place either in the workplace, or in an adjacent, quiet facility such as an office or lunch room. No other special resources are required.

Communicating ideas and information
(2)

Collecting analysing and organising information
(1)

Planning and organising activities
(1)

Working with others and in teams
(2)

Using mathematical ideas and techniques
(2)

Solving problems
(2)

Using technology
(1)