Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C4308 Certificate IV in Plumbing and Services

Course Title: Deliver and monitor a service to customers

Portfolio: SEH Portfolio Office

Nominal Hours: 35

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4468

Course Contact Email: vocengineering@rmit.edu.au

Course Description

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-requisite Courses and Assumed Knowledge and Capabilities

Nil.

National Competency Codes and Titles

National Element Code & Title:	BSBCUS301A Deliver and monitor a service to customers
Elements:	1. Manage own work performance. 2. Set and meet own work priorities. 3. Develop and maintain professional competence.

Learning Outcomes

Refer to elements.

Overview of Assessment

Assessment will incorporate a variety of methods including written,oral, practical tasks and activities. You will be asked to personally demonstrate to your teacher/assessor the practical skills gained during this course to the relevant industry standards. Assessment activities will occur throughout this course and feedback will be provided at regular intervals.

Assessment Tasks

Students must pass each of the following assessment tasks to demonstrate competent.

Assessment
Assessment 1	Presentation
Assessment 2	Workplace Simulation Observation

These tasks assesses the following Course Learning Outcomes (CLOs):

Assessment Mapping Matrix

Element/Performance Criteria	Assessment 1	Assessment 2
1.1		X
1.2		X
1.3		X
1.4		X
2.1		X
2.2		X
2.3		X
2.4		X
2.5		X
3.1	X
3.2	X
3.3	X
3.4	X
3.5	X

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.