View Unit : Promote continuous improvement

Unit

Unit Reference Number

H/601/1554

Qualification Framework

QCF

Title

Promote continuous improvement

Unit Level

Level 3

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.2 Administration

Unit Grading Structure

Pass

Assessment Guidance

The assessment and quality assurance requirement for this unit provides evidence towards A and V units.

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	plan improvements in customer service based on customer feedback	1.1	gather feedback from customers that will help to identify opportunities for customer service improvement
		1.2	analyse and interpret feedback to identify opportunities for customer service improvements and propose changes
		1.3	discuss with others the potential effects of any proposed changes for their customers and their organisation
		1.4	negotiate changes in customer service systems and improvements with somebody with sufficient authority to approve trial or full implementation of the change
2	implement changes in customer service	2.1	organise the implementation of authorised changes
		2.2	implement the changes following organisational guidelines
		2.3	inform people inside and outside their organisation who need to know of the changes being made and the reasons for them
		2.4	monitor early reactions to changes and make appropriate fine-tuning adjustments
3	review changes to promote continuous improvement	3.1	collect and record feedback on the effects of changes
		3.2	analyse and interpret feedback and share their findings on the effects of changes with others
		3.3	summarise the advantages and disadvantages of the changes
		3.4	use their analysis and interpretation of changes to identify opportunities for further improvement
		3.5	present these opportunities to somebody with sufficient authority to make them happen
4	understand how to promote continuous improvement	4.1	review how service improvements in their area affect the balance between overall customer satisfaction, the costs of providing service and regulatory requirements
		4.2	explain how customer experience is influenced by the way service is delivered
		4.3	explain how to collect, analyse and present customer feedback
		4.4	explain how to make a business case to others to bring about change in the products or services they offer

Equivalent Units

There are no equivalences to display.