Page 25 - ODP Handbook_interactive

4 4
Level
Level

- Managing change
managing customer service in
Learners will be asked to
- Principles and practices of
Learners will be asked to
operational delivery
undertake specific tasks to prove
managing customer service Assessment - Principles and practices of Assessment
City & Guilds Level 4 Certificate - Principles of managing undertake a number of tasks City & Guilds Level 4 Certificate - Principles of managing their understanding in each unit.
in Managing the Delivery continuous improvement in within each unit to prove their and Diploma in Operational continuous improvement
of Services to Customers operational delivery understanding and knowledge of Delivery Management - Personal and professional Mandatory unit 303 is assessed by
(Operational Delivery) - Personal and professional each unit. development a short answer test.
development in operational - Principles and processes of
You can do a Level 4 qualification delivery Examples of assessment methods You can do a Level 4 qualification quality audits
at the following levels: - Principles and processes of include: at the following levels: - Principles of building
quality audits relationships with external
- Certificate - Principles of building - Written assessments - Certificate organisations
relationships with external - Work based projects - Diploma - Principles of using sales
To achieve the Level 4 Certificate, organisations - Planning exercises techniques to market services
learners need to pass a total of - Principles of using sales To achieve the Level 4 Certificate, and solutions
five optional units. techniques to market services learners need to pass a total of - Principles of working
and solutions five mandatory units. collaboratively
Aim - Principles of working - Principles of coaching individuals
This qualification has been collaboratively To achieve the Level 4 Diploma, to achieve outcomes
developed to equip learners - Principles of coaching individuals learners need to pass a total of - Line management in a debt
with the knowledge, skills and to achieve outcomes seven units; five mandatory and environment
behaviours in labour market two optional. - Project specification for
intelligence, understand how operational delivery
to coach customers to achieve Aim
measurable objectives and put This qualification gives
customer service at the heart learners the skills, knowledge
of provision support offered to and attributes to become an
customers. outstanding manager in ODP.

Units available Units available
- Principles of equality and - Principles of equality and
diversity in operational delivery diversity
- Principles of researching the - Leadership and manageme
labour market to respond to - Management of risk in
customer needs operational delivery
- Leadership and management
- Management of risk in - Managing change
operational delivery

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