Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
Plan to meet internal and external customer requirements
Needs of customers are researched, assessed, confirmed and taken into account when planning organisational products and services
Provision is made in plans to achieve the quality, time and costs specifications agreed with customers
Ensure delivery of quality service
Quality, safety, resource and delivery standards are consistently met through individual/team performance
Coaching and mentoring is used to assist colleagues overcome difficulty in meeting customer service standards
Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards
Monitor, adjust and report customer service
Organisational systems are used to monitor progress in achieving product/service targets and standards
Customer feedback is sought and used to improve the provision of products/services
Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups
Adjustments/recommendations are made to products/services as required
Those who have a role in product/service planning and delivery are informed of changes
Records, reports and recommendations are managed in accordance with organisational systems and processes