Elements and Performance Criteria

Appropriate person(s) may include
manager
self
supervisor.

Client records may be a computer or manual file and include
contact details
customer files and databases
details of previous quotations
details of previous service provision
use of contractors.

Company requirements may include
access and equity policy, principles and practice
business and performance plans
client communication procedures
client confidentiality procedures
client service standards
communication channels and reporting procedures
company goals, objectives, plans, systems and processes
company issued identification badge/card/pass
company policy and procedures
company service standards
defined resource parameters
dress and presentation requirements
duty of care, code of conduct, code of ethics
emergency response and evacuation procedures
maintenance procedures for equipment and PPE
OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)
OHS policies and procedures
personnel practices and guidelines
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement processes and standards
records and information systems and processes
rights and responsibilities of employees and employers
training (induction, refresher and new skills) materials
use of contractors
work site access security clearance procedures.

Conditions and limitations of quotations may include
date of quotation
general conditions and rules
inclusions and exclusions
life/expiry date of quotation
payment details
rise and fall of costs.

Legislative requirements may include
Australian Standards, quality assurance and certification requirements
award and enterprise agreements
codes of practice
national industry standards
relevant Commonwealth/state/territory legislation and local government regulations that affect company operation:
anti-discrimination and diversity
availability of chemical registers/manifests
chemical controls
consumer protection
environmental protection issues
equal employment opportunity
freedom of information
industrial equipment certificates of competency or licences
industrial relations
OHS Acts and regulations
privacy
trade practices
workplace consultative arrangements.

Variation requests may occur due to
change in the level of the client's business
contractor initiated
emergencies
irregular requirements (shampoo carpet, window cleaning)
new building work.

Work order information may include
access to work site and egress points
budget allocations
completion times/dates
insufficient people to complete the work task(s)
job requirements and tasks
legislative requirements and local government
OHS requirements and emergency response procedures
resource requirements - equipment and chemicals
specific client requirements e.g. relationships with other activities, dress and presentation requirements
use of signage and barriers
work schedules
working in isolated and remote locations
work site contact person(s).

Critical aspects of competency
Assessing the client's service requirements.
Understanding the resource implications of the particular cleaning methods being proposed.
Assessing the equipment, chemical and consumable requirements of the work order.
Calculating costs of providing services.
Compliance with company and legislative requirements.
Implementing company policies and procedures for preparation of quotation.
Outcomes achieved in relation to customer service and company requirements for preparing and presenting quotations.
Presenting service offer, costing and conditions.

Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Client specifications.
Effective and compatible cleaning methods for various surface types.
Types of cleaning equipment and their appropriate uses.
Types of chemicals and their appropriate uses.
Product knowledge.
Knowledge of job specification for variation requests.
Contractual requirements for variation requests.
Relevant industrial awards and other industrial agreements.
Relevant consumer protection issues and fair trading and trade practices requirements.
Awareness of applicable legislation, regulations, codes of practice and industry advisory standards.
Communication and negotiation techniques.
Company management structure and reporting procedures.
Company procedures and practices.
Emergency response and evacuation procedures.
Injury, dangerous occurrence and incident reporting.
Knowledge of biological and viral control procedures.
OHS legislation and procedures.
Routes of entry and potential symptoms of exposure from chemicals.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These are:

preparation of concise and accurate written quotations and associated business correspondence
reading existing contracts and site plans
performing the mathematical calculations required for the preparation of quotations on the cost of services or service variations and planning and allocating resources data sheets
communicating clearly and concisely using written and verbal modes
customer service
handling and disposal of chemicals safely
handling and disposal of contaminated and toxic waste
performing the mathematical calculations required for the dilution and mixing of chemicals as specified on product labels
planning and organising work
problem solving and critical analysis
reading, interpreting and responding appropriately to directions and safety instructions in equipment manuals and material safety data sheets (MSDS) and on chemical labels
requesting advice or further information
scheduling and rostering
seeking and receiving feedback
sourcing, organising and recording information
working as part of a team.

Resources required to assess this unit

The following resources should be available:

access to company policy documents and procedures for preparing and documenting quotations
access to relevant databases and information sources
access to plain English version of relevant statutes and procedures
work order instructions, work plans and schedules
assessment instruments, including personal planner and assessment record book.

Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor.
The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment of competency may be made through practical demonstrations in the work environment. Consistency of outcomes over a period of time should be the basis for assessing practical job requirements. A further option for off-the-job assessment may be by way of a work-related project supplemented by supervisor reports.

Communicating ideas and information
Source appropriate product, equipment specifications and costing information relevant to the particular quoting situation. (2)

Collecting analysing and organising information
Collect and analyse information from client's tender brief and develop service option(s) for the client. (2)

Planning and organising activities
Plan and organise work to ensure client's quotation deadline is met, and prioritise order of quotations to be provided to various customers. (2)

Working with others and in teams
Acquire information from management and client to support quotation and meet deadlines. (2)

Using mathematical ideas and techniques
Calculate the costs of services to clients including cost of equipment, chemicals and other products required. (2)

Solving problems
Communicate with management and client to gain information to resolve problems. (2)

Using technology
Record data for future use such as quotations and stock/equipment control. (2)