4944 version 5
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Identify customer requirements and initiate provision of
telecommunications products and services
Level
4
Credits
6
Purpose
This unit standard is for people who deal with customers to identify
requirements for, and initiate provision of, telecommunications products or
services.
People credited with this unit standard are able to:
– identify customer’s requirements for telecommunications products or
services;
– prepare a proposal for provision of telecommunications products or
services, and obtain customer’s agreement; and
– initiate provision of telecommunications products or services.
Subfield
Telecommunications
Domain
Telecommunications - Service Delivery
Status
Registered
Status date
20 September 2002
Date version published
25 February 2008
Planned review date
31 December 2012
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
ElectroTechnology Industry Training Organisation
Accreditation and Moderation Action Plan (AMAP) reference
0003
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Special notes
1
This unit standard has been developed for learning and assessment in the
workplace.
 New Zealand Qualifications Authority 2016
4944 version 5
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2
References
Commerce Act 1986;
Employment Relations Act 2000;
Fair Trading Act 1986;
Health and Safety in Employment Act 1992; associated regulations;
Privacy Act 1993;
Telecommunications Act 2001;
and all subsequent amendments and replacements;
3
Definitions
Industry practice – those practices, which competent practitioners within the industry
recognise as current industry best practice.
Telecommunications products and services – include telecommunications network
services including voice, data, and video; data and internet protocol products; office
communications systems; sophisticated telephone systems.
4
Range
a The phrase in accordance with current industry practice is implicit in all
performance criteria in this unit standard.
b Customers may be internal or external to the organisation and may include end
users and clients.
c Evidence is required of at least three projects falling within the definition in Special
Note 3.
Elements and performance criteria
Element 1
Identify customer’s requirements for telecommunications products or services.
Performance criteria
1.1
Decision makers on customer site are identified by name and position title.
1.2
Previous customer history and trends are obtained to assist accurate
identification of requirements.
1.3
Discussions with decision makers establish customer requirements.
Element 2
Prepare a proposal for provision of telecommunications products or services, and obtain
customer’s agreement.
Performance criteria
2.1
A solution to satisfy customer’s requirements is researched and formulated with
input from colleagues, specialists, manufacturers, marketing, or finance
department as appropriate.
 New Zealand Qualifications Authority 2016
4944 version 5
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2.2
A proposal is documented in accordance with company practice and legislation,
and internal authorities are obtained where required.
2.3
A proposal is presented and explained to the customer, and agreement to
proceed is obtained, in accordance with legislation and company practice.
Element 3
Initiate provision of telecommunications products or services.
Performance criteria
3.1
Action to implement the proposal is taken in accordance with company practice,
and the nature and detail of the proposed solution.
Range
typical action may involve – direct provision of products or
services, initiating action elsewhere by issue of appropriate
instructions or work orders.
Please note
Providers must be accredited by NZQA, or an inter-institutional body with delegated
authority for quality assurance, before they can report credits from assessment against
unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by NZQA before they can register
credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for organisations
wishing to develop education and training programmes, such as minimum qualifications for
tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
 New Zealand Qualifications Authority 2016