Introduction to STANDARD SIX 9200 | Level 5 17th April 2018 (11.00am - - PowerPoint PPT Presentation

17th April 2018 (11.00am – 1.00pm)

Introduction to STANDARD SIX

9200 | Level 5

Presenting our session

An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award

KAREN PONTIN

Technical Adviser City & Guilds

Karen has worked as a consultant for City & Guilds for 20 years, written a book about quality assurance and is involved in a range of different qualifications.

SANDRA ROBSON

External Verifier/Quality Assurance

An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award

To introduce what you need to do for PRA Standard Six

OBJECTIVE

6

The PRA standards

This session will cover Standard 6, Managing customer participation and expectation.

1.

Commitment to professional standards

2.

Communication and Information Management

4.

Professional Development

5.

Working with others

6.

Managing customer participation and expectation

3. Leadership

An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award

Completed Standard One, Two, Three, Four and Five Tasks Received feedback from your assessor Read and implemented the feedback

Before moving to Standard 6, make sure you have...

6.1

Determine a benchmark for customer service based on customer expectation,

• perational capacity

and organisational

• bjectives

6.3

Develop and maintain good customer relationships and take action to resolve complaints in line with

• rganisational and

legal guidelines

6.2

Evaluate the levels of customer satisfaction in own area of responsibility and implement a strategy to improve customer service

Standard Six | Managing customer participation and expectation: Assessment criteria

An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award

The skills and knowledge that you will need to demonstrate are those related to:

• Evaluation and analysis e.g. gathering data, determining benchmarks or targets for customer

service, measuring effectiveness of benchmarks, giving feedback.

• Target setting and planning e.g. planning to achieve agreed levels of customer service,

clear communication of targets, understanding of performance measures.

• Problem solving and decision making e.g. how to sift information, resilience in
• vercoming challenges to customer service, effective use of resources, decision making techniques,

clear communication.

An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award

Your Reflective Account Task 6.1 Develop or analyse a benchmark that is used to measure customer* satisfaction in your organisation. How effective has this

benchmark been in achieving your objectives? The term customer may refer to an individual or a group who purchase or receive (sometimes with no charge) goods, facilities or services. Customers in this sense are anyone who requires or receives a service from you and your organisation. The term customer may refer to internal colleagues or people external to the organisation.

Task 6.2 Evaluate the levels of customer satisfaction within your own organisation. Explain strategies that you have used or could use

to improve customer service.

Task 6.3 Explain how you have developed and maintained good customer relationships within and outside your organisation. How

effective have your actions been in improving customer relationships and resolving customer complaints?

Add your evidence for Standard 6: Upload evidence that supports your responses - your benchmark, examples of

complaints, emails, minutes of meetings, policies, procedures, working documents or statements from colleagues who can confirm that what you did met the requirements.

Standard 6 Task

An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award

• Describe your experience of each and give real life examples that illustrate your skills and/or knowledge.
• Your responses must be reflective in nature. Where possible you should include what you would do differently you had

to deal with the issue again.

• Every one of the Standard Statements must be clearly met in your responses to the Tasks.
• You need to write your responses in the first person - use the term ‘I’ to say what you did.
• It is your responsibility to explicitly match what you write with the Standard Statements.
• Only claim to have done things that you can prove – by uploading related evidence and/or a statement from someone

who can confirm it.

• You can use the same piece of evidence to support more than one standard by cross-referencing it to other Standards.
• Don’t upload huge reports unless you had a role in creating them or if you use them

and if possible provide a link to them instead.

Things to remember: the Tasks require you to reflect

• n your experiences

Once you have uploaded your responses to the final Standard Tasks and your Declaration Form, let your assessor know by email and they will tell you when they will be assessing the work and be ready to give you the final feedback. If any of the work is incomplete, or there are any gaps, they will agree a target date for you to resubmit.

Final submission

An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award

If you have any questions or need clarification you can contact the team on: PRAsupport@cityandguilds.com

Answers

Questions

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