Unit of competency Outline

Date retreived
23/07/2026 8:52 PM AWST

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Develop and maintain a service level strategy

Develop and maintain a service level strategy

Unit of competency
National Code
BSBCUE604
State Code
AUH62
TGA Status
Replaced
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080301 - Business Management
Original Release Date
15/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to establish, monitor and maintain a service level strategy in a customer engagement environment.It applies to individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Analyse historical data
  • 1.1 Distinguish between contact-wait characteristics and service level data
  • 1.2 Collect relevant and accurate service level data
  • 1.3 Determine historical service levels for service level periods
  • 1.4 Collect relevant and accurate contact-wait time, abandonment rate and customer survey data
  • 1.5 Determine historical contact-wait and abandon-time characteristics
2 Formulate a service level policy
  • 2.1 Describe the difference and impacts of providing the required service level against the industry standard
  • 2.2 Consult with relevant stakeholders on contact-wait characteristics and service levels
  • 2.3 Identify business needs related to service levels
  • 2.4 Review organisation’s contact-wait characteristics in relation to the industry, the market and competition
  • 2.5 Formulate a comprehensive set of appropriate contact-wait characteristics
  • 2.6 Define and document an appropriate service level policy or target
  • 2.7 Develop comprehensive contingency plans for loss of facilities or technology
  • 2.8 Identify and document corresponding resource requirements
  • 2.9 Communicate and justify service level policy to senior management and stakeholders
3 Monitor and maintain service levels
  • 3.1 Identify measurement capabilities of existing technology
  • 3.2 Select diagnostic measures to monitor service levels
  • 3.3 Collect and analyse service level data
  • 3.4 Identify underperforming service level periods
  • 3.5 Analyse service level inputs and recommend corrections to maintain service levels
  • 3.6 Conduct benchmarking to compare performance to competitors and industry best practice
No information
No information
Replaces
State Code National Code Title Type
S8063 BSBCCO604B Develop and maintain a service level strategy Unit of competency
Replaced By
State Code National Code Title Type
OCF05 BSBOPS601 Develop and implement business plans Unit of competency