Does anyone have any examples of ways to test and measure underpinning knowledge in NVQ III Customer Services?
I know the preferred method of this is by questioning and observation, but are there any specific examples out there that I could prepare to fill any gaps?
Angela Stott
2 Responses
Assessing Underpinning Knowledge for CS Level 3
The generic nature of these particular standards means that the Lead Assessors and Internal Verifiers should
1. Devise a customised set of assessor devised underpinning knowledge questions, not too many, to complement the natural observations or call monitoring carried out by the assessors or team leader against the standards. More evidence should come through actual performance that demonstrates knowledge for this VQ.
2. This knowledge is demonstrated through the performance so I would measure the range of customers the candidate is likely to encounter in their normal work routines and ensure enough examples are reviewed using the criteria and ranges and recorded as sufficient evidence.
NVQ underpinning knowledge measurement
Among the ways to measure (not test) the underpinning knowledge for NVQs is by appropriate questioning of the candidate when assessment takes place by observation. If it is portfolio-based then a storyboard written by the candidate should demonstrate underpinning knowledge and understanding.