Introduction to STANDARD SIX 9200 | Level 5 17th April 2018 (11.00am – 1.00pm)
Presenting our session SANDRA ROBSON KAREN PONTIN External Verifier/Quality Assurance 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. An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award
6 OBJECTIVE To introduce what you need to do for PRA Standard Six An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award
The PRA standards 1. 2. Commitment Communication to professional and Information This session will cover Standard 6, standards Management Managing customer participation and expectation. 6. Managing customer 3. participation and Leadership expectation 5. 4. Working Professional with others Development
Before moving to Standard 6, make sure you have... Completed Received feedback Read and Standard One, from your assessor implemented the Two, Three, Four feedback and Five Tasks An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award
Standard Six | Managing customer participation and expectation : Assessment criteria 6.1 6.2 6.3 Determine a Evaluate the levels of Develop and benchmark for customer satisfaction maintain good customer service in own area of customer based on customer responsibility and relationships and expectation, implement a strategy take action to operational capacity to improve customer resolve complaints in and organisational service line with objectives organisational and legal guidelines 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 overcoming challenges to customer service, effective use of resources, decision making techniques, clear communication. An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award
Standard 6 Task 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. An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award
Things to remember: the Tasks require you to reflect on your experiences ● 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.
Final submission 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. An Introduction to Standard Six | 9200 Level 5 | Professional Recognition Award
Questions Answers If you have any questions or need clarification you can contact the team on: PRAsupport@cityandguilds.com
Thank you
Get in touch with us We’re here to help 9:00 - 17:00 Monday to Friday Assessment Support PRAsupport@cityandguilds.com Platform Support support@openbadgeacademy.com
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