Leadership Planning Information Customers Results People

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1 SERVICE EXCELLENCE WSQ FRAMEWORK COMPETENCY MAP SUITE OF UNITS Alignment of Competency Units to SPRING Business Excellence Niche Standard (Service) Mgr Leadership Planning Information Customers Results People Lead A Customer Focused Organisation Provide A Quality Service Environment Set Up And Implement Systems And Strategies That Support Service Innovation Interpret And Analyse Customer Intelligence Develop and Implement Process To Benchmark and Measure Service Standards Develop And Customise Service Offerings Manage High Volume Customer Contact And Communication Manage Service Operations Manage Service Improvement Manage Performance Management Processes Manage Service Supply Chain Manage Human Resources To Achieve Service Excellence Manage Business Excellence Assess Organisation for Business Excellence Sup Lead A Service Team Build Relationships With Customers Implement Continual Improvements In Service Delivery Lead a Team to Foster Service Innovation (NEW) Coach Service Teams And Individuals Ops Provide GEMS Service Deliver Service Excellence Offer Customised And Personalised Service Certified Service Professional Cultivate A Service Innovation Mindset (NEW) Participate In Service Innovation Processes (NEW) The Service Innovator (NEW) - - These 3 competency units are still in the development stage and will be made available to the appointed providers at a later stage when they are completed.

2 LEADERSHIP, PLANNING, INFORMATION, CUSTOMERS, RESULTS, PEOPLE Managerial Manage Business Excellence have knowledge and application skills in managing business excellence journey in a holistic and integrated manner. It includes planning for business excellence, facilitating business excellence self-assessment, managing improvements for business excellence as well as sustaining business excellence. 1. Plan for business excellence. 2. Facilitate business excellence self-assessment. 3. Manage improvements for business excellence. 4. Sustain business excellence. Managerial Assess Organisation for Business Excellence have knowledge and application skills in providing business excellence assessment services. This includes planning for business excellence assessment, conducting business excellence assessment and reporting assessment findings. 1. Plan for business excellence assessment. 2. Conduct business excellence assessment. 3. Report assessment findings.

3 Managerial Lead A Customer Focused Organisation LEADERSHIP have knowledge and application skills in providing strategic leadership of a customer service organisation. It includes leading the development and communication of a customer focused vision, mission and values; and creating a culture of regular evaluation and improvement. 1. Develop a customer focused strategy. 2. Communicate the organisation s customer service objectives, values and standards to stakeholders. 3. Translate customer focused values into desired behaviour. 4. Demonstrate and reinforce commitment to customers. 5. Evaluate and improve personal customer focused leadership.

4 Managerial Managerial Provide A Quality Service Environment Set Up And Implement Systems And Strategies That Support Service Innovation PLANNING have knowledge and application skills in developing a friendly and hospitable service environment, developing a healthy and safe service environment as well as managing the service environment. 1. Develop a friendly and hospitable service environment and service communication framework that meets customer requirements. 2. Develop a healthy and safe service environment. 3. Manage the service environment. 4. Foster a culture of service excellence in the organisation. have knowledge and application skills in enabling and supporting the application of innovative practices in the organisation. It involves setting up and implementing work and management practices and procedures, that promote innovation and provide learning opportunities. 1. Set up and implement work practices and procedures to support service innovation. 2. Set up and implement management practices to support innovation in a service environment. 3. Promote innovation in the organisation. 4. Provide information and learning opportunities to foster innovation.

5 Managerial Managerial Interpret And Analyse Customer Intelligence Develop and Implement Process to Benchmark and Measure Service Standards INFORMATION have knowledge and application skills in managing and analysing customer data to establish customer needs, communicate customer information and analyse customer intelligence. 1. Identify the needs and expectations of customer populations to develop customer profiles. 2. Communicate customer information to relevant stakeholders. 3. Analyse customer intelligence to target product and service improvements. have knowledge and application skills in determining benchmark requirements, planning and implementing organisation customer service benchmarking process and managing improvements from benchmarking implementation. 1. Determine benchmark requirements. 2. Plan and initiate organisational customer service benchmarking process. 3. Manage improvements from benchmarking implementation.

6 Managerial Managerial Develop and Customise Service Offerings Manage High Volume Customer Contact And Communication CUSTOMERS have knowledge and application skills in applying customer intelligence to develop service offerings that better meet their needs. It includes planning, developing and implementing the service range to exceed customer expectations, monitoring customer response to changes in service offerings and using technology to improve customised service offerings. 1. Plan, develop and implement improvements to the service range to exceed customer expectations. 2. Monitor and evaluate customer population responses to changes in service offerings. 3. Use technology to improve the range and scope of customised service offerings. have the knowledge and application skills in managing service operations with high volume customer contact and communications related to inbound or outbound service delivery in order to meet and exceed organisation and customer expectations. 1. Manage high volume customer service response. 2. Manage high volume customer service delivery. 3. Evaluate and continuously improve high volume customer contact and operations.

7 CUSTOMERS Managerial Manage Service Operations have knowledge and application skills in planning to meet internal and external customer requirements, ensuring delivery of quality service and monitoring and review of customer service. 1. Plan to meet internal and external customer requirements. 2. Ensure the delivery of quality service. 3. Monitor and review customer service. Supervisory Lead A Service Team have knowledge and application skills in promoting team effectiveness by developing team plans to meet expected service outcomes, leading a small service team and proactively working with organisational line management to improve service delivery. 1. Plan to achieve team service outcomes. 2. Develop team cohesion. 3. Participate in and facilitate a service team. 4. Coordinate with management on service issues.

8 Supervisory Build Relationships With Customers CUSTOMERS have knowledge and application skills to build relationships with customers in service environments, which include building customers confidence, maintaining and developing customer relations and handling referred difficult customers. 1. Build customers confidence. 2. Maintain and develop customer relations. 3. Handle referred difficult customers.

9 RESULTS Managerial Manage Service Improvement have knowledge and application skills in reviewing the external and internal environment, researching trend and development in service provision and managing opportunities for service innovation and improvement. 1. Review the external and internal operating environment. 2. Research trends and developments in service provision. 3. Manage opportunities for service innovation and improvement. Managerial Manage Performance Management Processes have knowledge and application skills in developing performance management tools, implementing performance management process and leading the development of team and individual performance improvement plan. 1. Develop performance management tools to monitor service delivery and staff performance. 2. Implement performance management processes within an existing organisational human resources development framework. 3. Lead the development of team and individual staff performance improvement plan.

10 RESULTS Managerial Manage Service Supply Chain have knowledge and application skills in managing a service supply chain. This includes reviewing organisational business strategy, service supply chain strategy, service supply chain effectiveness, planning for improvements in service supply chain and implementing continual improvement in service supply chain. 1. Review organisational business strategy, service supply chain strategy and service supply chain effectiveness. 2. Plan for improvements in service supply chain. 3. Implement continual improvement in the service supply chain. Supervisory Implement Continual Improvements in Service Delivery have knowledge and application skills in implementing continual improvements in service delivery in work teams. It includes encouraging and coordinating the team to participate in the planning, executing, monitoring and evaluating of continual improvements in service delivery. 1. Prepare work team for continual improvement. 2. Execute action plan for continual improvement. 3. Monitor and evaluate results of action plan for continual improvement. 4. Address gaps in targets.

11 Supervisory Lead a Team to Foster Service Innovation RESULTS have knowledge and application skills in implementing continual improvements in service delivery in work teams. It includes encouraging and coordinating the team to participate in the planning, executing, monitoring and evaluating of continual improvements in service delivery. 1. Prepare work team for continual improvement. 2. Execute action plan for continual improvement. 3. Monitor and evaluate results of action plan for continual improvement. 4. Address gaps in targets.

12 Managerial Supervisory Manage Human Resources To Achieve Service Excellence Coach Service Teams And Individuals PEOPLE have knowledge and application skills in selecting, developing, motivating and empowering customer focused staff; and developing and implementing reward strategies to recognise service excellence. 1. Undertake human resources planning based on the organisation s customer focused strategies. 2. Recruit and select customer- centric staff. 3. Monitor the impact of staff satisfaction on staff performance. 4. Develop effective customer service staff. 5. Implement and manage a customer service award program for employees. have knowledge and application skills in providing coaching in organisational service environments where buddy systems and on the job coaching are extremely important. It includes preparing to coach, coaching on the job and following up on the results of coaching. 1. Prepare for coaching. 2. Coach service teams and individuals on the job to achieve service objectives. 3. Evaluate and follow up service coaching.

13 PLANNING, INFORMATION, CUSTOMERS & RESULTS Operations Foundation Units Operations Foundation Units Operations Foundation Units Provide GEMS Service Deliver Service Excellence Offer Customised And Personalised Service have the knowledge and application skills in providing going the extra mile service and apply them to the workplace. 1. Prepare for extra mile service. 2. Go beyond first impressions. 3. Go the Extra Mile interactions. Competency Descriptor: On completion of this unit, the learner will have the knowledge and skills to apply organisational service values and use organisational systems to provide excellent customer service, follow-up post/sales service support,utilise and update a customer database when working individually and in service teams. 1. Apply organisation service values and systems. 2. Contribute to service team effectiveness. 3. Follow-up post sales/service support. 4. Utilise and update a customer database. have the knowledge and application skills to proactively offer and promote service to customers. It includes accessing and communicating detailed product and service information sought by a diverse range of customers; in order to make recommendations that meet customers personal needs. 1. Study and update own knowledge on organisation's products and services. 2. Develop knowledge that addresses information commonly sought by organisation customers. 3. Identify and act upon opportunities for offering personalised and customised service. 4. Deliver service to a diverse range of customers and colleagues.

14 PLANNING, INFORMATION, CUSTOMERS, RESULTS & PEOPLE Operations Foundation Units Operations Foundation Units Cultivate a Service Innovation Mindset Participate in Service Innovation Processes have the knowledge and application skills in recognising the need for service innovation, adopting a service innovation mindset as well as applying own thinking style for service innovation. 1. Recognise the need for service innovation. 2. Adopt a service innovation mindset. 3. Apply own thinking style for service innovation. Competency Descriptor: On completion of this unit, the learner will have the knowledge and skills in identifying service innovation opportunities, generating ideas to transform customer experiences, evaluating and selecting service innovation ideas to develop as well as advancing service innovation ideas towards implementation. 1. Identify service innovation opportunities. 2. Generate ideas to transform customer experiences. 3. Evaluate and select service innovation ideas to develop. 4. Advance service innovation ideas towards implementation.