This unit is only available to students in Singapore. Enrolments for the IBF Standards Training Scheme is on hold. We are currently not taking enrolments. An update will be provided here when more is known.
Skills Unit
BR30004-00
Review and improve service performance (Singapore)
This unit describes the skills and knowledge you will require to be able to collect, analyse and review quantitative and qualitative data relating to the service you and your broking organisation provide to your clients.
10 CIP Points
Review and improve service performance (Singapore)
AUD $425
Insurance Broking
5-week Study Period
10 Credit Points
Specialised
What you'll learn
By the end of this unit, you should be able to:
- Establish a system to review service performance
- Analyse performance data
- Determine the action required to improve performance standards
- Establish a system to monitor performance standards.
Competencies
FNSIBK507 Review service performance
Topics Covered
Week 1
- Service standards
- Service performance review systems
- The cycle of continuous improvement system
Week 2
- Establishing service performance standards
Week 3
- Measuring service performance
- Monitoring systems
- The what and the how of service performance measurement
- The need for a regular review
- Adjusting service objectives and responding to feedback
Week 4
- Remedial action
- Change management
Assessment
1 Exams and 1 Simulations