Skills Unit
BR30004-20

Review and improve service performance


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
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

 

10 CIP Points
Review and improve service performance
AUD $425
Insurance Broking
5-week Study Period
10 Credit Points
Specialised