Operational Planning and Client Service (Perth)
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Course duration: |
3-days |
Course dates: |
Click on a date below to enrol on this course
March 7 - March 9 , 2012
April 2 - April 4 , 2012
May 2 - May 4 , 2012
June 6 - June 8 , 2012
July 10 - July 12 , 2012
July 31 - August 2 , 2012
September 4 - September 6 , 2012
October 2 - October 4 , 2012
October 30 - November 1 , 2012
December 3 - December 5 , 2012
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Course cost: |
$695* per person (public workshops).
* Group Rates: Special rates can be negotiated for workshops conducted by Training Services Australia on behalf of our clients, exclusively for their personnel. |
Unit(s) covered: |
BSBMGT402A - Implement operational plan
BSBCUS403A - Implement customer service standards
BSBADM409A - Coordinate business resources |
Delivery method: |
Face-to-face, off-the-job facilitated learning, reinforced by a practical,
work-based assignment completed after the workshop. |
Who should attend? |
Frontline managers who are required to manage the day-to-day
operations of a team to meet customer needs and achieve operational
goals. |
Pre-requisites: |
No qualifications are necessary to participate in this workshop. However,
a reasonable level of reading and writing ability is required, as well as
basic computer skills.
To complete the assessment component of this course, you will need to
be working in an organisation where you have responsibility for leading a
team, addressing customer needs and coordinating business resources. |
Workshop description: |
To equip participants with the skills, knowledge and attitude to manage the operations of a team,
to address customer needs and achieve organisational goals. |
Homework: |
Learners may be required to complete some work at home after each day
of the course, in preparation for the following day. |
Pre-course work: |
Learners are encouraged to prepare for the course by:
(a) Locating, reading and bringing a copy of the customer charter or customer service standards that apply to their team (if these exist)
(b) Thinking about the following questions which will be discussed on the course:
• Who are your customers (internal and external)?
• What are your customers' expectations of your team?
• What are the outputs of your team?
• How are the operations of your team planned and what tools are used to support this planning?
• What inputs (resources) are required by your team and how are these acquired?
• How are your team's outputs / operations monitored and reported? |
Topics and activities
| Day 1 |
- Introduction to operations management
- Implementing customer service systems
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- Customer needs and customer service standards
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| Day 2 |
- Organisational planning concepts
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| Day 3 |
- Resource acquisition and allocation
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- Monitoring operational performance and resource use
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Assessment
- Completion of on-course assessment activities designed to test learners' underpinning
knowledge of operational planning, client service and resource planning.
- Post-course assignment, including:
- Structured tasks / activities to provide evidence of the application of operational planning
and monitoring, addressing customer needs and coordinating business resources in the
workplace
- Answers to questions about practical application of key components of the course (may be
presented in writing or via an interview with a TSA assessor)
- Third party report from supervisor confirming practical application of competencies in the
workplace
Recognition of Prior Learning (RPL)
Recognition of Prior Learning (RPL) is available for an application fee of $165
(which covers a one hour meeting with a TSA assessor) plus $110 per additional hour required.
An application kit is available on request from Training Services Australia.
National recognition
Training Services Australia recognises qualifications and statements of attainment issued by other Registered Training Organisations under the Australian Qualifications Framework.
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