(ORIG) BSBOPS304_AE_Sk2of2

.docx

School

TAFE NSW - Sydney Institute *

*We aren’t endorsed by this school

Course

MISC

Subject

Business

Date

Jan 9, 2024

Type

docx

Pages

22

Uploaded by CountCaribou3932

Skills assessment Criteria Unit code and name BSBOPS304 | Deliver and monitor a service to customers Qualification/Course code and name Student details Student number Student name Assessment declaration Note: If you are an online student, you will be required to complete this declaration on the TAFE NSW online learning platform when you upload your assessment. This assessment is my original work and has not been: plagiarised or copied from any source without providing due acknowledgement. written for me by any other person except where such collaboration has been authorised by the Teacher/Assessor concerned. Student signature and date Document title: BSBOPS304 _AE_Sk2of2 Page 1 of 22
Version: 20220928 Date created: 17 January 2022 For queries, please contact: Technology and Business Services Ultimo © 2022 TAFE NSW RTO Provider Number 90003 | CRICOS Provider Code: 00591E This assessment can be found in the: Learning Bank The contents in this document is copyright © TAFE NSW 2022 and should not be reproduced without the permission of TAFE NSW. Information contained in this document is correct at the time of printing: 4 January 2024. For current information please refer to our website or your Teacher/Assessor as appropriate. Document title: BSBOPS304 _AE_Sk2of2 Page 2 of 22
Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The aim of this assessment is to assess your skills in identifying customer needs, delivering and monitoring customer service and working out how to improve provision of customer service. In this role, you will demonstrate appropriate knowledge of customer service, providing technical advice and support to customers. Assessment event number 2 of 2 Instructions for this assessment This is a skills-based assessment that assesses your ability to demonstrate skills required in the unit. This assessment is in two parts: 1. Role play scenarios (three tasks) 2. Report And is supported by: Observation checklist Assessment feedback Note : This assessment may contain links to external resources. If a link does not work, copy and paste the URL directly into your browser. Submission instructions On completion of this assessment, you are required to submit it to your Teacher/Assessor for marking. Where possible, submission and upload of all required assessment files should be via the TAFE NSW online learning platform. It is important that you keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment. Document title: BSBOPS304 _AE_Sk2of2 Page 3 of 22
Assessment details Instructions What do I need to do to achieve a satisfactory result? To achieve a satisfactory result for this assessment you must be available at the arranged time to complete all the assessment criteria as outlined in the assessment instructions. All parts of the observable task must be performed to a satisfactory level as indicated in the criteria section of the observation checklist. All oral questions must be answered correctly to be deemed satisfactory in this assessment task; however, Teachers/Assessors may ask you additional questions to confirm your understanding of the task. If a resit is required to achieve a satisfactory result it will be conducted at an agreed time after a suitable revision period. What do I need to provide? TAFE NSW student account username and password. If you do not know your username and password, contact your campus or service centre on 131601. Writing equipment Video recording equipment if submitting the role plays online What the Teacher/Assessor will provide Access to the simulated organisation, Gelos Enterprises (Long URL: https://share.tafensw.edu.au/share/file/d0b458dc-3922- 409d-b1fe-9a2f785f4a38/1/GelosEnterprises.zip/intranet.html) Equipment/resources, including: Policies, procedures and report template relevant for your industry area Due date Time allowed Venue Refer to Unit Assessment Guide 6 hours (indicative only) TAFENSWcampus/TAFEDigitalCampus/TAFENSWMoodle/a locationdeterminedbyyourassessor Assessment feedback, review or In accordance with the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment Document title: BSBOPS304 _AE_Sk2of2 Page 4 of 22
Assessment details Instructions appeals decision in relation to how the assessment was conducted and the outcome of the assessment. Appeals must be lodged within 14 working days of the formal notification of the result of the assessment. If you would like to request a review of your results or if you have any concerns about your results, contact your Teacher/Assessor or Head Teacher. If they are unavailable, contact the Student Administration Officer. Contact your Head Teacher/Assessor for the assessment appeals procedures at your college/campus. Document title: BSBOPS304 _AE_Sk2of2 Page 5 of 22
Specific task instructions The instructions and the criteria in the tasks and activities below will be used by the Teacher/Assessor to determine whether the tasks and activities have been satisfactorily completed. Use these instructions and criteria to ensure you demonstrate the required skills and knowledge. If this assessment requires you to record information, your Teacher/Assessor will provide you with an appropriate document/template. Your Teacher/Assessor will advise a time and location for each event. Alternatively, you may have the option to record your participation and submit as video evidence. If you are submitting video evidence, you must: Provide a video for each participation clearly meeting all requirements. Ensure you have access to the equipment and resources required to participate in each demonstration. Additional script(s) needed? Follow the Video recording instructions (pdf) . This one-pager includes useful tips, links to resources, and a demonstration video. (Long URL: https://share.tafensw.edu.au/share/items/744af7d4-a241-45e2-adb0- 0e13f2fe4950/0/?attachment.uuid=01c3c87a-4599-48c2-91f0-68a00b5bbb4c) Address the questions or items listed in the observation checklist, either during the demonstration or record them in a separate video file. Document title: BSBOPS304 _AE_Sk2of2 Page 6 of 22
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