Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term1 2016

Course Code: MKTG6098C

Course Title: Deliver and monitor a service to customers

School: 130T Vocational Engineering

Campus: City Campus

Program: C4274 - Certificate IV in Building and Construction (Building)

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4338

Course Contact Email: vocengineering@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

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.

Pre-requisites and Co-requisites

Nil

Course Description

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.
 


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS301B Deliver and monitor a service to customers

Element:

1. Identify customer needs.

Performance Criteria:

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements
1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

Element:

2. Deliver a service to customers.

Performance Criteria:

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements
2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements
2.4 Provide assistance or respond to customers with specific needs according to organisational requirements
2.5 Identify and use available opportunities to promote and enhance services and products to customers

Element:

3. Monitor and report on service delivery.

Performance Criteria:

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements
3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements
3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
3.4 Regularly seek customer feedback and use to improve the provision of products and services
3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery


Learning Outcomes


Refer to elements.


Details of Learning Activities

Students will be involved in the following learning activities to meet requirements for this competency:

  • Face to Face classes
  • Simulated Workplace Learning
  • Online learning via blackboard
  • Other forms of structured teaching and learning

Students will be observed and assessed through their planned activities throughout the duration of the course.


Teaching Schedule

C4274A (Metricon Homes) Teaching Schedule
Each clustered theme is delivered in one of two formats:
1. The seven (7) week model is delivered in seven sessions for each theme cluster in a face to face workshop
2. The regional/interstate model is delivered in four (4) extended face to face workshops for each theme cluster


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

Assessment will incorporate a variety of methods including written, oral, practical tasks and activities.Students will be asked to personally demonstrate to the 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

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

Assessment

Weight %

Assessment 1

Observation Written assessment and Project

50%

Assessment 2

Simulation and Project

50%

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

Assessment Mapping Matrix

Element/Performance Criteria

Assessment 1

Assessment 2

1.1

X

X

1.2

X

X

1.3

X

X

1.4

X

X

2.1

X

X

2.2

X

X

2.3

X

X

2.4

X

X

2.5

X

 

3.1

X

 

3.2

X

X

3.3

X

 

3.4

X

 

3.5

X

X


Assessment Tasks

 

Assessment

Weight %

Assessment 1

Presentation

50

Assessment 2

Workplace Simulation Observation

50

 


Assessment 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

 

 

Other Information

 

Competency requirements and Grading:
To be deemed competent students must demonstrate an understanding of all elements of a competency.  Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks.
Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Observation of students performing work is used to confirm competency.

 

Grading available are:
CAG Competency Achieved -The learner will be able to apply facts, rules and standard solutions to achieve a predictable task or solve a problem.

DNS: Did not submit assessment

NYC Not Yet Competent -Although the learner exhibits access to a limited range of facts and rules, the learner has difficulty applying these facts and rules to a familiar task.

 

Study and learning Support:
Study and Learning Centre (SLC) provides free learning and academic development advice to you.
Services offered by SLC to support your numeracy and literacy skills are:
assignment writing, thesis writing and study skills advice
maths and science developmental support and advice English language development
Please Refer http://www.rmit.edu.au/studyandlearningcentre to find more information about Study and learning Support

 

Status: Draft  Version 1

Part B: Course Detail

Teaching Period

Term1 2015

RMIT Course Code

BUIL5985C

RMIT Course Id

045634

RMIT Course Title

Identify and produce estimated costs for building and construction projects

School

130T Vocational Engineering

Campus

City Campus

Program

C4274 - Certificate IV in Building and Construction (Building)

Credit Points

Course Contact

Program Manager

Course Contact Phone

+61 3 9925 4468

Course Contact Email

engineering-tafe@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

 Notes:

 To all users, this program has several Part B’s as it is delivered in different formats. Be sure to refer to the proper program code that may apply to the program that you are enrolled in see below.


Program Codes:

  • C4274 – This program is currently not being delivered, contact vocengineering@rmit.edu.au for additional information
  • C4274A – This program is not available to the public and is an industry direct delivery to Metricon Homes. Contact Metricon.admin@rmit.edu.au for additional information.
  • C4774C – This program is under development.

C4247A (Metricon Homes) Cluster Information

This course is delivered in a cluster as an industry direct program exclusively for Metricon Homes. The following themes form each cluster:
Theme 2 Cluster – Cost Management
National Code / RMIT Code Unit Name

  • CPCCBC4004A / BUIL5985C Identify and produce estimates costs for building and construction projects
  • CPCCBC4005A / BUIL6002C Produce labour and material schedules for ordering
  • CPCCBC4012A / BUIL6007C Read and interpret plans and specifications
  • CPCCBC4006B / BUSM7842C Select, procure and store construction materials for low rise projects
     

 C4247C (Fast Track) Cluster Information


This course is delivered in a cluster as Fast Track program.
The following form Cluster 1:


Cluster 1 – Procurement , OHS and Contracts
National Code / RMIT Code Unit Name


        • CPCCBC4002A/OHTH5588C Manage occupational health and safety in the building and construction workplace 
        • CPCCBC4012B/BUIL6239C Read and interpret plans and specifications 
        • CPCCBC4013A/BUIL5987C Prepare and evaluate tender documentation 
        • CPCCBC4003A/BUIL5984C Select and prepare a construction contract 
        • CPCCBC4004A/BUIL5985C Identify and produce estimated costs for building and construction projects 
 

 

All the learning and both formative and summative assessment activities will include the components of all competencies.

Nominal Hours

60

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.

 

Pre-requisites and Co-requisites

Course Description

This unit of competency specifies the outcomes required to establish the estimated costs associated with the acquisition of materials and labour on building and construction sites, together with the application of relevant overhead costs and margins. Knowledge of physical resource and supplier identification, assessment of the availability of and requirements for skilled labour and application of appropriate codes, regulations and approvals gaining processes is essential.

National Competency Codes, Titles, Elements and Performance Criteria

National Competency Code And Title

CPCCBC4004A Identify and produce estimated costs for building and construction projects

Element:

2. Identify and calculate labour costs.

Performance Criteria:

2.1. Types and numbers of appropriate on-site personnel are identified and the time required on site is estimated.
2.2. Labour hours for non-contract elements of on-site work are calculated.
2.3. Costs or rates for required on-site work are calculated.

Element:

3. Identify and establish physical resource requirements.

Performance Criteria:

3.1. Physical resource requirements are identified.
3.2. Lists of materials are produced and quantities calculated.
3.3. Quantities are established against project or standard construction contracts.
3.4. Supplier prices for materials and consumables are obtained.
3.5. Plant or equipment requirements are identified and costed

Element:

4. Develop estimated project costs.

Performance Criteria:

4.1. Appropriate labour rates and material costs are selected and applied.
4.2. Estimates of unit costs are determined and applied as appropriate. 
4.3. Costs to the project of WorkCover, Environmental Protection Agency (EPA) requirements, seeking approvals, waste management site fees and other statutory or additional costs are identified and applied.
4.4. Company overhead recovery and margins are applied.
4.5. Completed estimated project costs are calculated for inclusion in a tender or bill

Element:

1. Read and interpret plans and specifications.

Performance Criteria:

1.1. Appropriate plans and drawings are correctly identified.
1.2. Project plans and specifications are read and understood. 
1.3. Levels, heights, gradients and other measurements are interpreted.
1.4. Measurements are made and quantities identified from plans and specifications that conform to standard industry practice

Learning Outcomes

 

Refer to elements.

Learning Activities

C4274A (Metricon Homes) Learning Activities
Students shall learn through a number of planned activities (face to face, workplace/site visits, simulated workplace learning, online learning via blackboard and other forms of structured teaching and learning). 
 

C4247C (Fast Track) Learning Activities
Students shall learn through a number of planned activities (face to face, workplace/, simulated workplace learning, online learning via blackboard and other forms of structured teaching and learning). 
 

Teaching Schedule

C4274A (Metricon Homes) Teaching Schedule
Each clustered theme is delivered in one of two formats:
1. The seven (7) week model is delivered in seven sessions for each theme cluster in a face to face workshop
2. The regional/interstate model is delivered in four (4) extended face to face workshops for each theme cluster
 

C4247C (Fast Track) Teaching Schedule
Each clustered theme is delivered in: 
1. Each cluster in a face to face workshop in the first week of the new Cluster.
2. The remaining delivered is on line, and face to face tutorials for each cluster
 

Overview of Assessment

Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.

Assessment Tasks

C4274A (Metricon Homes) Overview of Assessment
Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to the teacher/assessor. Feedback will be provided throughout the course. 
During the theme cluster students complete formative activities that are clustered to form a portfolio of evidence in a summative format along with the teacher/assessors observations. 
Participants are also advised that formative activities and skills analysis may include workplace simulations as well as team activities that are observed by the teacher/assessor. 
 

C4247C (Fast Track) Overview of Assessment
Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to the teacher/assessor. 
Feedback will be provided throughout the course. 
During the cluster, students will complete formative activities that are clustered to form a portfolio of evidence in a summative format along with the teacher/assessors observations. 
Participants are also advised that formative activities and skills analysis may include workplace simulations as well as team activities that are observed by the teacher/assessor
 

Assessment Matrix

C4274A (Metricon Homes) Assessment Matrix
Formative activities include:
• Workbook activities, journals, projects and oral presentations with teacher/assessor observations
• Workplace simulation activities and teacher/assessor observations
• Skills Analysis that includes a self-assessment, knowledge survey, third party comments, and question and answer oral interview session with a teacher/assessor.
Summative activities are summative and provided in the final student workbook, or portfolio of evidence along with teacher/assessor observations. 
 

C4247C (Fast Track) Assessment Matrix
Formative activities include:
• Online Assessments, journals, projects and may have oral presentations with teacher/assessor observations
• Workplace simulation activities and teacher/assessor observations
• Skills Analysis that includes a self-assessment, knowledge survey, third party comments, and question and answer oral interview session with a teacher/assessor.
Summative activities are summative and provided in the final student workbook, or portfolio of evidence along with teacher/assessor observations. 
 

Other Information

           

The following information is the same for:

 

C4247,C2474A and C4274C

 

Competency requirements and Grading:
To be deemed competent students must demonstrate an understanding of all elements of a competency.  Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks.
Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Observation of students performing work is used to confirm competency.

 

Grading available are:
CAG Competency Achieved -The learner will be able to apply facts, rules and standard solutions to achieve a predictable task or solve a problem.

DNS: Did not submit assessment

NYC Not Yet Competent -Although the learner exhibits access to a limited range of facts and rules, the learner has difficulty applying these facts and rules to a familiar task.

 

Study and learning Support:
Study and Learning Centre (SLC) provides free learning and academic development advice to you.
Services offered by SLC to support your numeracy and literacy skills are:
assignment writing, thesis writing and study skills advice
maths and science developmental support and advice English language development
Please Refer http://www.rmit.edu.au/studyandlearningcentre to find more information about Study and learning Support

 

Disability Liaison Unit:
If you are suffering from long-term medical condition or disability, you should contact Disability Liaison Unit to seek advice and support to complete your studies.
Please Refer http://www.rmit.edu.au/disability to find more information about services offered by Disability Liaison Unit.

 

Assessment Submission:
Turnitin
Turnitin is an online text-matching service which can be used to support academic integrity and address plagiarism. All submissions via Turnitin within Blackboard include the relevant wording for the e-Submission authorisation process. Students are to use Turnitin. to verify that the work submitted is their own work and referenced accordingly. This software will be used by all staff to ensure original work by students is checked at submission of the assessment.

 

e-Submission
The University is obliged to obtain clear student authorisation on all assessable works. RMIT’s e-Submission process provides a valid authorisation equivalent to a signature on a paper coversheet allowing students to submit assessment works electronically.

 


The e-Submission process requires that specific wording and a link to the assessment declaration is included in your assessment documentation in order to comply with legal and statutory obligations, and can be used with all RMIT teaching technologies, including;
• Blackboard
• PebblePad
• WebLearn
• RMIT’s Google Apps for Education (Gmail, Drive, Sites etc.)
The use of fully electronic submissions saves significant time for both staff and students.

 

Good practice
• Providing clear advice to students on the e-Submission process as part of their assessment expectations assists in ensuring that it is straightforward for RMIT students to submit work electronically.
• Students can submit non-electronic works via conversion by a digital scanner, i.e. paper-based assessments can be scanned and submitted for assessment via the e-Submission process.
• Establishing a Turnitin assignment in Blackboard is a quick way to provide an e-Submission process for a class group.
Students must submit all assessment tasks electronically via blackboard as directed by their teacher.
Students are not to email or hand assessment tasks to teachers in class, corridor or cafeteria etc

 

Late submission:
If you require an Extension of Submittable Work (assignments, reports or project work etc.) for 7 calendar days or less (from the original due date) and have valid reasons, you must complete and
lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager.

 

The application must be lodged no later than one working day before the official due date. You will be notified within no more than 2 working days of the date of lodgement as to whether the extension has been granted.
If you seek an Extension of Submittable Work for more than 7 calendar days (from the original due date) must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days after the official due date.
Assignments submitted late without approval of an extension will not be accepted or marked.
Refer to RMIT University Policies and Procedures, verify for most recent version.

 

Special consideration:
Please Refer http://www.rmit.edu.au/browse;ID=riderwtscifm to find more information about special consideration

 

Plagiarism:
Plagiarism may occur in oral or written presentations. Plagiarism is the presentation of another person’s work, idea or creation as one’s own; without appropriate referencing. Plagiarism is not acceptable. The use of another person’s work or ideas must be acknowledged. Failure to do so may result in charges of academic misconduct, which may result in cancellation of results and exclusion from your course.
Please Refer: www.rmit.edu.au/academicintegrity to find more information about plagiarism
Other Information:

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

 

 

 

Disability Liaison Unit:
If you are suffering from long-term medical condition or disability, you should contact Disability Liaison Unit to seek advice and support to complete your studies.
Please Refer http://www.rmit.edu.au/disability to find more information about services offered by Disability Liaison Unit.

 

Assessment Submission:
Turnitin
Turnitin is an online text-matching service which can be used to support academic integrity and address plagiarism. All submissions via Turnitin within Blackboard include the relevant wording for the e-Submission authorisation process. Students are to use Turnitin. to verify that the work submitted is their own work and referenced accordingly. This software will be used by all staff to ensure original work by students is checked at submission of the assessment.

 

e-Submission
The University is obliged to obtain clear student authorisation on all assessable works. RMIT’s e-Submission process provides a valid authorisation equivalent to a signature on a paper coversheet allowing students to submit assessment works electronically.

 


The e-Submission process requires that specific wording and a link to the assessment declaration is included in your assessment documentation in order to comply with legal and statutory obligations, and can be used with all RMIT teaching technologies, including;
• Blackboard
• PebblePad
• WebLearn
• RMIT’s Google Apps for Education (Gmail, Drive, Sites etc.)
The use of fully electronic submissions saves significant time for both staff and students.

Course Overview: Access Course Overview