Unit of competency Outline

Date retreived
23/07/2026 4:14 PM AWST

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Establish, manage and monitor key relationships

Establish, manage and monitor key relationships

Unit of competency
National Code
FNSCUS601
State Code
AUQ92
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
50
Description
This unit describes the skills and knowledge required to define, identify and provide a quality service, and manage relationships with key clients of the organisation.It applies to individuals who provide leadership and guidance with responsibility for the outcomes of their own and others’ work. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Establish criteria for identifying key relationships
  • 1.1 Establish criteria for identifying client as key relationship to organisation
  • 1.2 Communicate criteria for key relationships to staff and agents for organisation as required
  • 1.3 Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles
2. Identify key relationships
  • 2.1 Review existing clients using criteria for key relationships to develop database of key relationship clients
  • 2.2 Allocate each key relationship to identified senior representatives
  • 2.3 Inform all staff of key relationships and responsible representative for each key relationship
3. Establish service structures for key relationships
  • 3.1 Provide appropriate training to representatives who deal with key relationships
  • 3.2 Establish administrative and research arrangements to support key relationships
  • 3.3 Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives
  • 3.4 Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements
4. Establish monitoring procedures for key relationship services
  • 4.1 Establish procedures for representatives to report on key relationship service delivery
  • 4.2 Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements
  • 4.3 Conduct client satisfaction surveys with key relationships and communicate results to staff
  • 4.4 Resolve complaints efficiently and analyse process for potential service improvements
  • 4.5 Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)
No information
No information
Replaces
State Code National Code Title Type
D4101 FNSCUS601A Establish, manage and monitor key relationships Unit of competency
State Code National Code Title Type
AWE0 FNS60115 Advanced Diploma of Insurance Broking Qualification
AWA9 FNS60515 Advanced Diploma of Superannuation Qualification