Unpacking a Unit of Competency

Unit Code: CPCCBC4001A Unit Name: Apply building codes and standards to the
construction process for low rise building projects
Release #: 1
This unit of competency specifies the outcomes required to access, interpret and apply relevant building codes and standards applicable to the construction processes of residential and low rise commercial
buildings (low rise' licensing classification with reference to Class 1 and 10 construction and Classes 2 to 9 with a gross floor area not exceeding 2000 square metres, not including Type A or Type B
construction).
To successfully construct low rise buildings requires a thorough knowledge of the purpose and content of the Building Code of Australia (BCA), coupled with the ability to interpret other codes and standards
related to a specific building.
Assessment Methods
Element Performance Criteria Foundation Skills Knowledge Evidence Performance Evidence Assessment Conditions
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1. Access
and interpret
relevant code
and standard
requirements.
1.1. Relevant performance
requirements from the BCA that apply to
individual projects (described as low rise)
are identified.
Uses listening and
questioning techniques to
obtain feedback and confirm
understanding
Identifies and uses
appropriate conventions and
protocols when
communicating with
colleagues and customers
Outline the legislative
and regulatory context of
the organisation relevant
to customer service with
reference to equal
employment opportunity,
anti-discrimination,
competition and
consumer protection,
privacy, industrial
relations, Work Health
and Safety (WHS),
environmental issues
and other relevant
requirements

Gather evidence to demonstrate
consistent performance in conditions
that are safe and replicate the
workplace. Noise levels, production
flow, interruptions and time variances
must be typical of those experienced in
the stakeholder relations customer
service field of work and include access
to:
Legislation, regulations and codes of
practice related to customer service

1.2. Requirements of relevant BCA
deemed-to-satisfy (DTS) provisions are
determined.
Interprets and comprehends
mathematical information in
organisations business and
customer service plans
Develop and review plans,
policies and procedures
for delivering and
monitoring quality
customer service
Workplace documentation and
resources


1.3. Requirements of relevant
Australian standards referenced in the BCA
are accessed and interpreted accordingly.



Unit Code: BSBCUS501 Unit Name: Manage quality customer service Release #: 1 Assessment Methods
Element Performance Criteria Foundation Skills Knowledge Evidence Performance Evidence Assessment Conditions
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2. Ensure
delivery of
quality
products and
services

2.1 Deliver products and services to
customer specifications within
organisations business plan
Develops and implements
plans using logical
processes and monitors and
evaluates progress against
stated goals
Identify service
standards and best
practice models
Outline techniques for
dealing with customers
including customers with
specific needs
Implement policies and
procedures to ensure
quality customer service


2.2 Monitor team performance to
consistently meet the organisations quality
and delivery standards
Describe organisational
policy and procedures for
customer service
including handling
customer complaints
Monitor and assist teams
to meet customer service
requirements

2.3 Help colleagues overcome difficulties in
meeting customer service standards
Provides support in field of
expertise to team
Explain techniques for
solving complaints
including the principles
and techniques involved
in the management and
organisation of:
customer behaviour
customer needs
research
customer relations
ongoing product
and/or service quality
problem identification
and resolution
quality customer
service delivery
record keeping and
management
methods
strategies for
monitoring,
managing and
introducing ways to
improve customer
service relationships
strategies to obtain
customer feedback
Solve complex customer
complaints and system
problems that lead to poor
customer service
Complex customer complaints
Case studies, and where possible,
real situations
Interaction with others




Unit Code: BSBCUS501 Unit Name: Manage quality customer service Release #: 1 Assessment Methods
Element Performance Criteria Foundation Skills Knowledge Evidence Performance Evidence Assessment Conditions
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3. Monitor,
adjust and
review
customer
service
3.1 Develop and use strategies to monitor
progress in achieving product and/or
service targets and standards
Recognises and applies
organisational protocols and
meets expectations
associated with own work
Develop and manage
organisational systems for
quality customer service

3.2 Develop and use strategies to obtain
customer feedback to improve the provision
of products and services
Interprets and analyses
textual information from a
variety of sources and
applies the knowledge that
has been gained to evaluate
standards for organisations
products and services
Summarise public
relations and product
promotion

3.3 Develop, procure and use resources
effectively to provide quality products and
services to customers
Develop, procure and use
human and physical
resources to support
quality customer service
delivery

3.4 Make decisions to overcome problems
and to adapt customer services, products
and service delivery in consultation with
appropriate individuals and groups
Clearly articulates systems
and standards in a team
environment using language
suitable to diverse
audiences
Collaborates with others,
taking into account their
strengths and experience, to
achieve desired outcomes
Accepts responsibility for
addressing complex or non-
routine difficulties, applying
problem solving processes
in determining a solution.

3.5 Manage records, reports and
recommendations within the organisations
systems and processes
Produces a range of text
types to convey information,
requirements or
recommendations matching
style of writing to purpose
and audience
Uses digital technology to
access, organise and
present information in a
format that meets
requirements
Business technology