BSBCUE601 OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS

21 Jul 2020

BSBCUE601 Assessment Answers

STUDENT ASSESSMENT INFORMATION

BSBCUE601 OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS

Name of the Student:

Student ID:

Unit Description

This unit describes the skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes. 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.

Prerequisites Units

None

Employability skills

This unit contains employability skills.

METHOD OF ASSESSMENT
Is this unit co-assessed
Assessment Type 1	Project Work
Assessment Type 2	Written Test
OVERVIEW OF ASSESSMENT
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:

ASSESSMENT TASK (1) PROJECT WORK

STUDENT ASSESSMENT INSTRUCTIONS

STUDENT ASSESSMENT TASK

Case Study: Zie Energy is a retail based energy distribution company headquartered in Melbourne. Its retail business has grown significantly over the past 15 years, mainly through acquisitions and strong growth in customer base. In the past 2 years, Zie’s customer base increased by 1.6 million customers through the acquisition of the Port Energy and William Energy retail business – in the process making Zie Australia’s one of the largest energy retailer. This growth has brought with it both opportunities and challenges. Data collection and processes were inconsistent across the businesses we acquired. This created challenges for call centre operators who often needed to switch between different systems in order to resolve customer enquiries regarding natural gas, electricity or solar bills. Recognising these challenges, Zie launched its Retail Transformation project in 2012. Retail Transformation focused on integrating all of Zie’s customer relationship management processes and systems. A new state-of-the-art SAP (Customer Relationship based software) system replaces outdated billing systems, as well as introducing more sophisticated, integrated, customer friendly solutions that will improve business capability. The project also highlights major commitment towards changing the way Zie engages with customers, in the process significantly improving the experience, the customer service consultants provides to the customers. The new system will deliver call centre staff relevant and more detailed customer information on a single screen which will enable our team to respond more quickly and effectively to customer enquiries, and as much as possible, provide solutions within the one call. Retail Transformation will also deliver efficiency improvements, strongly positioning Zie for future growth. With more than 5 million customers across Australia, implementation of Retail Transformation presents significant technical and logistical challenges and has therefore been pursued in a staged manner. In June 2014, around 500,000 customers from South Australia and Tasmania were transferred. Initial performance exceeded expectations with customer service centre average handling times consistent with the organisational policies and procedures and in line with all the required principles and legislations. But with the time, and as the customer base is increasing day by day, business operations is currently struggling and there have been quite a few significant customer or regulatory issues. As a result, the management suggested focusing on training and up-skilling the staff. It is also suggested to have a new system implemented and new processes to ensure a smooth transition across all states. It is also estimated that about 1,500 customer service consultants need to be trained to ensure that we have the capacity to meet our service level targets. The new system is estimated to have an added benefit of driving better engagement of our customer service centre employees. You are now required to answer the following questions: Analyse the workplace information and data given in the case study complying with company’s ‘Customer Service Policy’ and relevant legislations in Australia. Make a report of your findings. Make a report on how customer service consultants engage with customers and what system are they using?In consultation with the assessor/your manager, develop a plan to enhance customer service strategy and suggest the monitoring actions required for successful implementation within allocated timeframe.What steps will you implement to eliminate the barriers of productivity?How would you build relation with your clients and how will you motivate your team members?Using your leadership qualities, how will you build trust within your team and how will you overcome any problem with an innovative idea?Suggest an action plan for continuous improvement so that confidence and motivation of team members and stakeholders is maintained.List the range of channels available for customer contact process and describe which suits the best.

ASSESSMENT DATE:

ASSESSMENT LOCATION: Level 1, 377 Lonsdale St,, Barkly International College

ASSESSMENT DURATION :

RESOURCES REQUIRED: Audio Visual Presentation kitAccess to PC/LaptopAccess to printer

ASSESSOR INTERVENTION AND REASONABLE ADJUSTMENT:

Assessor Intervention For each assessment, trainer/assessor is required to act as a supervisor and not interfere with the assessment. In the event that the assessment contains activities that will impact on the safety of a student or becomes a hazard, the assessment must be stopped immediately. Resources and facilities provide students with options to complete each unit of competency. If the student is deemed not yet competent or if he/she does not show an understanding of the course being taught, the student may be asked to: Discuss an intervention plan with the Trainer. Sit for a re-assessment. Attend a number of supervised studying hours. Repeat the unit. All students, including those with special needs, are treated equally, with dignity and will be able to enjoy the benefits of the educational experience in the same way. If there are students with special needs, the trainer/assessor takes into account Students’ needs and makes appropriate adjustments to the training environment, wherever feasible and practicable and in consultation with the Training Manager and Student Support Officer. Reasonable adjustments could include real time scenarios, case studies and one-on-one interview/interaction with student.

ASSESSOR MARKING CHECKLIST ASESSMENT TASK 1 All assessors must use this checklist when observing student(s) undertaking their assessment. One checklist is to be completed per student(s).

Student Name:		Student ID:
Date of Observation:
Assessment Task 1: Observation Checklist
The student must successfully complete the following points to achieve a satisfactory outcome in this assessment

	Result Achieved Satisfactory
No:1	Analyse the required case and make a report	r Yes r No
No:2	Evaluate and identify those customer contact processes which requires analysis	r Yes r No
No:3	Use statistical tool, highlight the processes requiring evaluation	r Yes r No
No:4	Evaluate the impact of these processes on service levels	r Yes r No
No:5	Evaluate the impact of these processes on other indicators	r Yes r No
No:6	Analyse the identified data	r Yes r No
No:7	Set up tolerance levels including upper and lower limits	r Yes r No
No:8	Identify the performances outside the control limits	r Yes r No
No:9	Identify and analyse the reasons for performance outside the limit	r Yes r No
No:10	Perform a qualitative analysis of current productivity	r Yes r No
No:11	Perform a quantitative analysis of current productivity	r Yes r No
No:12	Ensure that these analysis are in accordance with organizational standards	r Yes r No
No:13	Barriers to workforce productivity	r Yes r No
No:14	Applying quality management tools to minimize the barriers in productivity	r Yes r No
No:15	Ensuring that all operations are up to desired standards of productivity	r Yes r No
No:16	Evaluate the process’ components for which review is to be conducted	r Yes r No
No:17	Using appropriate graphs, analyse the current performance	r Yes r No
No:18	Modify the process to improve current performance	r Yes r No
No:19	Perform trial and error methods to modify processes to achieve maximum efficiency	r Yes r No
No:20	Document finalized processes using appropriate charts and graphs	r Yes r No
No:21	Identify and evaluate appropriate areas where processes can be improved to achieve maximum efficiency	r Yes r No

STUDENT ASSESSMENT RESULT:
SATISFACTORY	NOT SATISFACTORY	NOT COMPLETED
Assessor Feedback:
Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this Student, and I have provided appropriate feedback.	Signature: ___________________________
Student Declaration: I declare that I have been assessed in this unit, in a fair and flexible manner. I have been provided with verbal feedback on my performance.	Signature: ___________________________

ASSESSMENT TASK (2) WRITTEN TEST

STUDENT ASSESSMENT TASK:

Student is required to undertake written questioning to demonstrate required knowledge required to use data and statistical tools to monitor and optimise customer contact processes. 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.

ASSESSMENT DATE:

ASSESSMENT LOCATION: Level 1, 377 Lonsdale St,, Barkly International College

ASSESSMENT DURATION :

Assessor must be inform students The purpose of the written test is testing the required knowledge of the unit of competency; BSBCUE601 Optimise customer engagement operations Closed book assessment Students can carry their calculators. Students must give the correct answer to all questions in this assessment to achieve a satisfactory outcome. Only blue or black ink may be used. PENCIL, RED or GREEN ink will not be accepted. Students must bring their own pen/stationary etc. These will not be provided by the training institute.Liquid paper is not allowed to be used. Advice Students if they make a mistake to put a on line over the writing and re-write the answer again.Answers must be written in the space provided (using clear and readable hand writing –unreadable answers will not be marked/or penalized accordingly).Students must arrive 10 minutes before assessment is due to start.Students will not be allowed to enter the assessment room once assessment has started. Once assessment has commenced, no communication between Students is allowed.All phones must be turned off prior to entering the room. If a mobile phone rings during assessment, assessors are to remove the phoneAt the assessors discretion you may ask the student to leave the room. If you exercise this discretion, you must mark the assessments “Not Complete”Cheating and plagiarism will not be tolerated. Action against this offence includes but is not limited to the having Student to:Leave the classroomResubmit workSit assessment at another timePay to re-do assessmentStudent’s offence recorded on academic file. Assessors will be required to print one assessment per student On the day of assessment, assessor must: Set up room with a gap between each Student (staggered formation recommended).

ASSESSOR INTERVENTION AND REASONABLE ADJUSTMENT:

Assessor Intervention Resources and facilities provide students with options to complete each unit of competency. If the student is deemed not yet competent or if he/she does not show an understanding of the course being taught, the student may be asked to: Discuss an intervention plan with the Trainer. Sit for a re-assessment. All students, including those with special needs, are treated equally, with dignity and be able to enjoy the benefits of the educational experience in the same way. If there are students with special needs, the trainer/assessor takes into account Students’ needs and makes appropriate adjustments to the training environment, wherever feasible and practicable and in consultation with the Training Manager and Student Support Officer.

ASSESSMENT TASK (2) WRITTEN TEST

Candidate Name:
Candidate ID No:
Date:

Student Instructions:

This is a closed book written test.
You have 45MINS to complete.
You must answer or attempt to answer all of the following questions.

Students, please ensure you:

Read every question carefully
You will have 5 minutes reading time before the start of the assessment; ask all questions before commencement of assessment if you do not understand a question. Whilst your assessor cannot tell you the answer, he/she may be able to re-word the question for you.
Use black or blue pen. Assessments written in pencils or coloured pens will not be accepted.
Do not talk to your classmates. If you are caught talking, you will be asked to leave the class and your assessment will not be marked “Not Completed”
Cheating/plagiarism will not be tolerated. Anyone caught will automatically have their assessment taken off them resulting with disciplinary action based on academic misconduct.

QUESTION NUMBER	QUESTIONS	RESULT ACHIEVED
Question 1:	Which of the following is NOT a statistical control suite?	Satisfactory r Yes r No
ISOTracker Quality ManagementMATLABTOSCA TestsuiteOracle Java
Question 2:	Which of the following information about the statistical control suite is correct?
SQCPack	It is an easy and scalable Statistical Process Control solution that includes all the tools you need to comply with critical quality standards, reduce variability, improve profitability, and reduce costs.It is powerful gage calibration software that will save you time while increasing the accuracy of your gage management and measurement systems analysis.It supports tasks associated with quality planning, quality inspection and quality control. In addition, it controls the creation of quality certificates and manages problems with the help of quality notifications.It gives good commitment to customers so they can experience greater operational efficiency, leaner production and higher profits	Satisfactory r Yes r No
GAGEPack	It is an easy and scalable Statistical Process Control solution that includes all the tools you need to comply with critical quality standards, reduce variability, improve profitability, and reduce costs.It is powerful gage calibration software that will save you time while increasing the accuracy of your gage management and measurement systems analysis.It supports tasks associated with quality planning, quality inspection and quality control. In addition, it controls the creation of quality certificates and manages problems with the help of quality notifications.It gives good commitment to customers so they can experience greater operational efficiency, leaner production and higher profits	Satisfactory r Yes r No
SAP-QM	It is an easy and scalable Statistical Process Control solution that includes all the tools you need to comply with critical quality standards, reduce variability, improve profitability, and reduce costs.It is powerful gage calibration software that will save you time while increasing the accuracy of your gage management and measurement systems analysis.It supports tasks associated with quality planning, quality inspection and quality control. In addition, it controls the creation of quality certificates and manages problems with the help of quality notifications.It gives good commitment to customers so they can experience greater operational efficiency, leaner production and higher profits	Satisfactory r Yes r No
IQMS	It is an easy and scalable Statistical Process Control solution that includes all the tools you need to comply with critical quality standards, reduce variability, improve profitability, and reduce costs.It is powerful gage calibration software that will save you time while increasing the accuracy of your gage management and measurement systems analysis.It supports tasks associated with quality planning, quality inspection and quality control. In addition, it controls the creation of quality certificates and manages problems with the help of quality notifications.It gives good commitment to customers so they can experience greater operational efficiency, leaner production and higher profits.	Satisfactory r Yes r No
Question 3:	With the given data in Appendix 1, you are required to calculate upper and lower limits from the data. You can use a calculator.	Satisfactory r Yes r No
Lower Control Limit: —– __________________________________ Upper Control Limit: —– __________________________________
Question 4:	Define benchmarking.	Satisfactory r Yes r No
A point of reference from which measurements may be madeSomething that serves as a standard by which others may be measured or judgedA standardized problem or test that serves as a basis for evaluation or comparisonAll of the above define benchmarking
Question 5:	Choose the best option which best describes the type of following benchmarking
Performance Benchmarking	It is the comparison of methods and processes in an effort to improve the processes in an organizationIt is the comparison of performance measures for the purpose of determining how good an organisation is in comparison to others. It is comparisons of a particular function in an industry. The purpose of this type of benchmarking is to become the best in the function.It is the comparison of processes against best process operators regardless of industry.	Satisfactory r Yes r No
Process Benchmarking	It is the comparison of methods and processes in an effort to improve the processes in an organization.It is the comparison of an organisation’s strategy with successful strategies from other organisations to help improve capability to deal with a changing external environment.It is the comparisons of performance made between department/ divisions of the same organisation solely to find and apply best practice information.This is the comparison made against the “best” competition in the same market to compare performance and results.	Satisfactory r Yes r No
Strategic Benchmarking	It is the comparison of performance measures for the purpose of determining how good an organisation is in comparison to others.It is the comparison of methods and processes in an effort to improve the processes in an organization.It is the comparison of an organisation’s strategy with successful strategies from other organisations to help improve capability to deal with a changing external environment.It is the comparisons of performance made between department/ divisions of the same organisation solely to find and apply best practice information.	Satisfactory r Yes r No
Internal Benchmarking	It is the comparison of performance measures for the purpose of determining how good an organisation is in comparison to others.It is the comparison of methods and processes in an effort to improve the processes in an organization.It is the comparison of an organisation’s strategy with successful strategies from other organisations to help improve capability to deal with a changing external environment.It is the comparisons of performance made between department/ divisions of the same organisation solely to find and apply best practice information.	Satisfactory r Yes r No
Competitive Benchmarking	It is the comparison of performance measures for the purpose of determining how good an organisation is in comparison to others.It is the comparison of an organisation’s strategy with successful strategies from other organisations to help improve capability to deal with a changing external environment.This is the comparison made against the “best” competition in the same market to compare performance and results.It is the comparison of processes against best process operators regardless of industry.	Satisfactory r Yes r No
Functional Benchmarking	It is the comparison of performance measures for the purpose of determining how good an organisation is in comparison to others.It is the comparisons of performance made between department/ divisions of the same organisation solely to find and apply best practice information.This is the comparison made against the “best” competition in the same market to compare performance and results.It is comparisons of a particular function in an industry. The purpose of this type of benchmarking is to become the best in the function.	Satisfactory r Yes r No
Question 6:	Select the operating variable within customer service operations. It has MORE THAN ONE CORRECT answer.	Satisfactory r Yes r No
Social TeamworkPsychologicalSales DemonstrationSocio-culturalEnvironmental
Question 7:	Define ‘Project Management’ in your own words.	Satisfactory r Yes r No

Question 8:	Choose the best option which best describes the type of following principles of project management
Business Value	Empower project staff to make decisions about methodology application and trade-offs between scope, schedule, and budget when necessary.Create commitment to a shared vision of project outcomes.Establish personal connections with stakeholders based on leadership, trust, and credibility.The goal of all project work is to deliver business value.	Satisfactory r Yes r No
Judgement	The goal of all project work is to deliver business value.Empower project staff to make decisions about methodology application and trade-offs between scope, schedule, and budget when necessary. Create commitment to a shared vision of project outcomes.Establish personal connections with stakeholders based on leadership, trust, and credibility.	Satisfactory r Yes r No
Shared Accountability	Create commitment to a shared vision of project outcomes. Establish personal connections with stakeholders based on leadership, trust, and credibility.Take a proactive approach to identifying and resolving project challenges.Calibrate resource use and project management costs with project needs and expected returns.	Satisfactory r Yes r No
Stakeholder Partnership	Empower project staff to make decisions about methodology application and trade-offs between scope, schedule, and budget when necessary.Create commitment to a shared vision of project outcomes.Establish personal connections with stakeholders based on leadership, trust, and credibility.Take a proactive approach to identifying and resolving project challenges.	Satisfactory r Yes r No
Pro-activity	Take a proactive approach to identifying and resolving project challenges.Enable informed tradeoffs between project and portfolio risks and potential rewards.Encourage project managers (PMs) to value time—both stakeholders’ and their own—when making project execution decisions and managing meetings.Calibrate resource use and project management costs with project needs and expected returns.	Satisfactory r Yes r No
Risk Management	Take a proactive approach to identifying and resolving project challenges.Enable informed tradeoffs between project and portfolio risks and potential rewards.Encourage project managers (PMs) to value time—both stakeholders’ and their own—when making project execution decisions and managing meetings.Calibrate resource use and project management costs with project needs and expected returns.	Satisfactory r Yes r No
Time Management	Enable informed tradeoffs between project and portfolio risks and potential rewards.Encourage project managers (PMs) to value time—both stakeholders’ and their own—when making project execution decisions and managing meetings.Calibrate resource use and project management costs with project needs and expected returns.When possible, use existing processes and tools before creating or buying new ones.	Satisfactory r Yes r No
Cost Efficiency	Create commitment to a shared vision of project outcomes. Take a proactive approach to identifying and resolving project challenges.Enable informed tradeoffs between project and portfolio risks and potential rewards.Calibrate resource use and project management costs with project needs and expected returns.	Satisfactory r Yes r No
Reusability	Enable informed tradeoffs between project and portfolio risks and potential rewards.Encourage project managers (PMs) to value time—both stakeholders’ and their own—when making project execution decisions and managing meetings.Calibrate resource use and project management costs with project needs and expected returns.When possible, use existing processes and tools before creating or buying new ones.	Satisfactory r Yes r No
Question 9:	Define ‘Quality Management’ in your own words.	Satisfactory r Yes r No

Question 10:	Choose the best option which best describes the type of following Quality Control methods
Quality Assurance	These are the tools that are used to measure operations out but matching with the requirements and objectives.It identify and eliminate process steps that don’t add value, repeated mistakes that take time to fix, and movement of people and materials without a productive purpose.It focuses on reducing defects. The term refers to a statistical value for almost zero defects. It gives the five functions of define, measure, analyse, improve and control.It document what functions a product or system must fulfil, and what characteristics it must possess	Satisfactory r Yes r No
Lean	These are the tools that are used to measure operations out but matching with the requirements and objectives.It identify and eliminate process steps that don’t add value, repeated mistakes that take time to fix, and movement of people and materials without a productive purpose.It focuses on reducing defects. The term refers to a statistical value for almost zero defects. It gives the five functions of define, measure, analyse, improve and control.It document what functions a product or system must fulfil, and what characteristics it must possess	Satisfactory r Yes r No
Key Performance Indicator	These are the tools that are used to measure operations out but matching with the requirements and objectives.It identify and eliminate process steps that don’t add value, repeated mistakes that take time to fix, and movement of people and materials without a productive purpose.It focuses on reducing defects. The term refers to a statistical value for almost zero defects. It gives the five functions of define, measure, analyse, improve and control.It document what functions a product or system must fulfil, and what characteristics it must possess	Satisfactory r Yes r No
Six Sigma	These are the tools that are used to measure operations out but matching with the requirements and objectives.It identify and eliminate process steps that don’t add value, repeated mistakes that take time to fix, and movement of people and materials without a productive purpose.It focuses on reducing defects. The term refers to a statistical value for almost zero defects. It gives the five functions of define, measure, analyse, improve and control.It document what functions a product or system must fulfil, and what characteristics it must possess	Satisfactory r Yes r No
Question 11:	Choose the best option which best how the following acts as barriers in workforce productivity
Multitasking	It can lead to conflict between staff members which can lead to prohibiting the completion of certain duties that need the input of a variety of personnelIt can prohibit an employee from remembering important information and, instead, grasping unnecessary details that distract from satisfactorily performing the job duties. An employee can also feel stressed when faced with many uncompleted duties.If employees feel that there is a level of unfairness in the workplace, discontent, low morale and questions of favouritism can arise.None of the above	Satisfactory r Yes r No
Poor Communication	It can lead to conflict between staff members which can lead to prohibiting the completion of certain duties that need the input of a variety of personnelIt can prohibit an employee from remembering important information and, instead, grasping unnecessary details that distract from satisfactorily performing the job duties. An employee can also feel stressed when faced with many uncompleted duties.If employees feel that there is a level of unfairness in the workplace, discontent, low morale and questions of favouritism can arise.None of the above	Satisfactory r Yes r No
Inconsistent Policy Enforcement	It can lead to conflict between staff members which can lead to prohibiting the completion of certain duties that need the input of a variety of personnelIt can prohibit an employee from remembering important information and, instead, grasping unnecessary details that distract from satisfactorily performing the job duties. An employee can also feel stressed when faced with many uncompleted duties.If employees feel that there is a level of unfairness in the workplace, discontent, low morale and questions of favouritism can arise.None of the above	Satisfactory r Yes r No

Please re-read all your answers before submitting your written test to your assessor.

STUDENT ASSESSMENT RESULT:
SATISFACTORY	NOT SATISFACTORY	NOT COMPLETED
Assessor Feedback:
Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this Student, and I have provided appropriate feedback.	Signature: ___________________________
Student Declaration: I declare that I have been assessed in this unit, in a fair and flexible manner. I have been provided with verbal feedback on my performance.	Signature: ___________________________

Appendix 1:


	Data about tensions of the mesh	STATISTICS
	x₁	x₂	x₃.	x₄.	X_average	Range (R)

1	234.5	272.3	234.5	272.3
2	311.1	305.8	238.5	286.2
3	247.1	205.3	252.6	316.1
4	215.4	296.8	274.2	256.8
5	327.9	247.2	283.3	232.6
6	304.3	236.3	201.8	238.5
7	268.9	276.2	275.6	240.2
8	282.1	247.7	259.8	272.8
9	260.8	259.9	247.9	345.3
10	329.3	231.8	307.2	273.4
11	266.4	249.7	231.5	265.2
12	168.8	330.9	333.6	318.3
13	349.9	334.2	292.3	301.5
14	235.2	283.1	245.9	263.1
15	257.3	218.4	296.2	275.2
16	235.1	252.7	300.6	297.6
17	286.3	293.8	236.2	275.3
18	328.1	272.6	329.7	260.1
19	316.4	287.4	373.0	286.0
20	296.8	350.5	280.6	259.8

Formulas

			Given Value of A2	0.729



	Calculations of control limits

	X -Lower Control Limit (LCL) =		0
	X- Upper Control Limit (UCL) =		0

UNIT OF COMPETENCY ASSESSMENT SUMMARY SHEET

This form is to be completed by the assessor and used a final record of student competency. All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before placing on the students file. Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to this form.
Student Name:		Student ID:
Unit Code and Unit Title:	BSBCUE601 Optimise customer engagement operations
Unit Completion Date:
Please attach the following documentation to this form	Result achieved
Assessment Task 1	qProject Work	Satisfactory	Not Satisfactory	Not completed
Assessment Task 2	qWritten Test	Satisfactory	Not Satisfactory	Not Completed
Final Assessment Result for this unit	Competent	Not Yet Competent	Student Adjustment	Student Intervention
Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.	Signature: ___________________________ Date: ____/_____/_____
Student Declaration: I confirm this is my own work. Further I declare that I have been assessed in this unit, in a fair and flexible manner. I have been provided with verbal feedback on my performance	Signature: ____________________________ Date: ____/_____/_____
*Administrative use only:* Evidence and competency checked by Compliance Department Signature: Date: