Assessor Assessment Pack
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1 Coordinate Implementation of Customer Service Strategies BSBCUS401
2 Precision Group (Australia) Pty Ltd 44 Bergin Rd, Ferny Grove, QLD, Website: Precision Group (Australia) Pty Ltd BSBCUS401 Coordinate Implementation of Customer Service Strategies Content in the Assessment Pack has been reproduced with kind permission from material produced and owned by the Department of Education, Training and the Arts. Overseas Student Information If you are an overseas student and you have a problem with your school or college that you haven t been able to fix, the Overseas Students Ombudsman might be able to help. The Ombudsman is a free complaint investigation service, available to people on student visas who are studying with private providers. You can read more about what the Ombudsman does, or make a complaint online, by visiting oso.gov.au. Copyright Notice No part of this book may be reproduced in any form or by any means, electronic or mechanical, including photocopying or recording, or by an information retrieval system without written permission from Precision Group (Australia) Pty Ltd. Legal action may be taken against any person who infringes their copyright through unauthorised copying. These terms are subject to the conditions prescribed under the Australian Copyright Act Copying for Educational Purposes The Australian Copyright Act 1968 allows 10% of this book to be copied by any educational institute for educational purposes, provided that the institute (or the body that administers it) has given a remuneration notice to the Copyright Agency Limited (CAL) under the Act. For more information, info@copyright. com.au or visit for other contact details. Disclaimer Precision Group has made a great effort to ensure that this material is free from error or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. Precision Group (Australia) Pty Ltd is not responsible for any injury, loss or damage as a result of material included or omitted from this material. Information in this course material is current at the time of publication. 64
3 Table of Contents Assessor Assessment Pack 67 Assessment Delivery 73 Assessment Assessor Information Steps for Assessors Assessment Agreement Tasks Context Marking Schedule 87 Recording Record of Assessment Unit of Competency and Assessment Requirements 93 BSBCUS401 Coordinate Implementation of Customer Service Strategies 65
4 66
5 Assessment Delivery 67
6 Assessor Information This Assessor Assessment Pack is designed to assist you in assessing Learners completing the assessment for BSBCUS401 Coordinate Implementation of Customer Service Strategies. It may refer to the simulated business, Bounce Fitness and contains examples of what is in the Learner Assessment Pack, suggestions for assessing and the parameters of information required to provide a Satisfactory or Needs More Evidence decision. Notes, key points, and answers to guide and assist you are contained in this version, but are not in the Learner version. If you prefer to use the business of the Learner, simply substitute that business name. The simulated business, Bounce Fitness, is accessed by going to precisiongroup.com.au. You will have been given an access code for each Trainer/ Assessor Pack that you purchased. You will also have received an access code for each Learner Pack that you purchased. Access is valid for 12 months from the date of first log in. If you require access after this time, it may be purchased by going to Each Learner has a Learner Assessment Pack and that is where it is intended that they will complete their assessment tasks using the simulated business, Bounce Fitness. If you prefer to use the organisation of the Learner or your own business model, simply inform the Learner and request that they replace references to Bounce Fitness with the name of your preferred organisation. Each Assessor Assessment Pack is made up of three parts: Assessment Delivery Assessor Information Steps for Assessors Assessment Agreement Assessment Tasks Context Marking Schedule Recording Record of Assessment Copy of Unit of Competency Copy of Assessment Requirements 68
7 Before you commence assessing, ensure that you have a good knowledge of the subject, the assessment requirements, situation of the Learner, and the expectations of the industry to which the assessing is related. Most assessments are designed to be completed using the simulated business, but your Registered Training Organisation (RTO) may prefer to use the industry of the Learner or their own business model. Learners may be required to demonstrate knowledge and skills which may be difficult for the Assessor to witness. An Evidence Record is supplied which will allow the knowledge or skill to be verified by at least one third party signatory and preferably two or more. These witnesses would usually be current or recent supervisors, or you, the Assessor. As you encounter each task, explanations are made and it is up to you to use your experience and background knowledge of assessing theory to make a judgement as to whether it is sufficient and credible. Remember to be governed by the guidelines of the RTO for whom you are assessing. This organisation will have quality assurance documentation defining standards and processes to which you must adhere. Records must be kept of all aspects of the assessment in the Learner Pack. This will all evidence the why of your judgement. Keeping detailed notes is vital, as is the rationale for judgement. Be sure to keep records of any reasonable adjustments to the Assessment Task/s that you may have applied. The way you record all information is crucial. It is essential that you ask: 1. What did you see or hear? Write it down! 2. How does this vision or information relate to this unit? Write it down!! 3. What professional judgement did you make? Why? Write it down!!! The record of assessment is a legal document and must be signed, dated, and stored as required by your RTO. Please note that while each performance criterion has been noted, holistic assessment is desirable. It is in the interests of accuracy and credibility that all performance criteria are included. Individual gaps in performance are able to be noted more effectively if necessary. 69
8 Steps for Assessors Before you receive the completed Learner Assessment Pack: 1. Carefully study the unit topic, Assessment, and industry. Investigate the simulated business or conduct conversations with employers as appropriate, to understand any processes, policies, or procedures that may be necessary for Learners to know, and to which they may refer. Understand the industry requirements and how any legislative requirements impact on their organisation. You will need this information to properly assess their employees. 2. Explain the conditions of assessment to the Learners and complete the Assessment Agreement. 3. Prepare your Tasks to contextualise the Assessment to meet the needs of the industry for which you are providing the training. You may prefer to print these and include them with this Assessment. In the Assessor Assessment Pack Recording section, note your additional Tasks and mapping under the Context Detail heading, to enable you to record the Learner Assessment results for the contextualised Tasks. Conducting the Assessment: 1. Prior to commencement of the Assessment, Learners will be given their copy of the Learner Assessment Pack and access to the simulated business. They will have discussed with you the Assessment format and have signed the Assessment Agreement. 2. At this stage you will commence assessing any Tasks against the Assessment Marking Schedule supplied. If you are not using the simulated business for assessment, you will need to have obtained information from the employer. Because there is so much diversity, it is impossible for all variations and permutations in legislation, codes, awards, organisational processes, etc. to be included here. Again, it is your judgement that will decide if the response to questions and Tasks is sufficient. Recording Sheets for Tasks have been provided. Please record each Learner s information and outcomes in their Learner Assessment Pack and ensure that you include your justification for your final decision. There must be enough detail to allow anyone who was not involved in the process to understand your judgement. 3. Once Learners have completed and returned their Assessment to you, you will arrange a time with them for the feedback discussion and to advise if there are any further steps for them to take. Learners have the right to appeal any decision. 70
9 Example Only Complete this section in the Learner Assessment Pack for each Learner. Assessment Agreement Have you signed off: Delivery Method Classroom Small Group One-on-One Online Other (please describe) Assessment Method Learner s Organisation Pre-assessment meeting conducted Simulated Business Assessment Conditions Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to: Office equipment Business technology Organisational policies and procedures for customer service Examples of customer complaints and feedback Client satisfaction data Case studies and, where possible, real situations Interaction with others. Assessors must satisfy NVR/AQTF assessor requirements. I confirm that the activities and assessment completed as part of this unit are my own work and comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt of the authenticity of any piece of my assessment I can be orally examined and the signatory of evidence records may be contacted. Learner Name Learner Signature Date Assessor Name Assessor Signature Date 71
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11 Assessment 73
12 Tasks Learners are required to complete all tasks as instructed. Consider evidence as required by tasks and use accordingly to contextualise and meet the needs of each Learner. Contextualisation of Assessments by RTOs Precision Group recommends to all RTOs that they contextualise with additional tasks to suit particular industry requirements and specific organisational requirements. Contextualisation must retain the integrity of the assessment and the outcome of the unit of competency. 74
13 Example Only The Learner must complete these tasks on their own paper. To be assessed for this competency, you must demonstrate your ability to: Identify the needs and priorities of the organisation in delivering services to customers Diagnose problems in delivery of customer service Respond to and report on customer feedback and complaints Review client satisfaction using verifiable data Consult and communicate effectively with relevant people Develop and implement strategies and methods to improve customer service delivery including: Budgeting Promotion to staff Documentation and follow up. The following Assessment Tasks must be completed by you to enable you to demonstrate these skills. These must be conducted: Using the simulated business Bounce Fitness or In your own workplace if you are able to access all the documents and conduct all of the activities. Ensure that you gain the approval of your choice with your Assessor before commencing. On the Bounce Fitness website you will need to access and print the following documents to get started. There may be other documents that you wish to include as you investigate. Infrastructure tab / Current Projects / Bounce Fitness Corporate Marketing Plan Policies tab / Customer Relationship Management / Complaints Policy Procedures tab / Customer Relationship Management Documents tab / Customer Relationship Management Procedures tab / Administrative Procedures / Style Guide Documents tab / Administrative / Bounce Fitness Letterhead Template 75
14 Task 1 Theory: Coordinating the Initiative This assessment requires you to demonstrate your ability to identify the needs and priorities of an organisation in delivering services to customers, responding to and reporting on customer feedback, designing strategies to improve delivery of products and services, and to have knowledge of the principles of customer service. To achieve this you must complete the following Tasks using the Bounce Fitness Corporate Marketing Plan or your organisation (if approved by your Assessor) as the product or service you are selling. You are answering as the Manager of one of the Centres or the Manager in your unit. Task 1 requires you to address the following on your own paper: 1a 1b 1c 1d How will you discover the customer needs? In the case of the Bounce Fitness Corporate Marketing Plan, what do you think those needs might include? What options do you have for change in the Bounce Fitness Corporate Marketing Plan or your organisational marketing plan? Can you make these adjustments yourself or must you get approval? Other than changing your product or service, what information could you provide to potential purchasers that would improve your customer service delivery? How could you incorporate the use of business technology and/or online services into your presentation of information to the customer? Include copies of all documents to which you refer and reference any other information. 76
15 Marking Schedule Key Points and Suggested Answers Record what you saw or heard, how it related to the performance criteria, your judgement, and why you made that judgement in the Learner Assessment Pack. Also ensure that you record your feedback. Task 1 Theory: Coordinating the Initiative 1a 1b The Learner may outline survey data, direct observations they have made of their customers and staff, conversations that they had with customers, information gathered from complaints or discussions held with a consumer panel. The Learner must have identified a list of needs that customers may have. This list may include factors such as complaints not being addressed correctly, customers needing to have different equipment, customers not feeling like staff care about their concerns, and a wide range of other problems. Ensure that the Learner has provided valid concerns based on what logically could occur in a Fitness Centre or their organisation. The solutions should, where possible, be simple to implement and overcome the problems addressed without a tremendous amount of expense being incurred. The only time you should note expensive plans being implemented is when there are significant problems in service levels that must be overcome. In this case the policies and procedures of Bounce Fitness must prevail. Where approval is needed, it would be sought from the General Manager of Marketing (if sales were the issue), General Manager Human Resource (if staff were the issue), or the CEO if appropriate. If the organisation of the Learner is used, an appropriate person should be nominated and the choice supported by the Evidence Record. 1c Additional information may be offered about special services for children, the café, opening and closing times, and how special arrangements may be made for classes. Consider what the Learner suggests and based upon the ability of a fitness centre to provide what is suggested, and how desirable this would be perceived by corporate clients, make your judgement. If the organisation of the Learner is used, the special services should be consistent with the organisation and be credible. The choice supported by the Evidence Record. 1d This could include PowerPoint presentations, newsletters, hand outs, SMS messages, and/or online websites. Consider the suggestions of the Learner for suitability, practicality, and cost effectiveness, and make your judgement. Copies of any documents to which the Learner referred on the Bounce website must be included and any external information referenced for you. 82
16 Task 2 Theory: Supporting the Implementation 2a 2b 2c The Learner must have outlined their implementation plan for improving customer service. This plan should outline the techniques that they will use to communicate the strategies to their staff. This may include s, training, meetings, coaching, voice mails, training manuals, posters, and other techniques as appropriate. The plan should be structured according to the task plan, and that is well presented and easy to understand and must provide customer service advice that is relevant, constructive, and that will promote the improvement of customer service in Bounce Fitness or the organisation of the Learner. This must be supported by the Evidence Record. A simple budget that outlined the costs of the improvement plan including management time, cost of staff increases, increases to number of hours worked, training costs, uniform costs, and costs associated with merchandise. The budget must also include information on how this customer service change will impact sales. The budget should include an estimate of sales increase and to be judged as competent, there must be a net gain (that is there should be a profit) when costs are subtracted from estimated sales increases. All of this information should link accurately to that provided in the Bounce Fitness Corporate Marketing Plan or the organisation of the Learner. This must be supported by the Evidence Record. The solutions should, where possible, be simple to implement and overcome the problems addressed without a tremendous amount of expense being incurred. The only time you should note expensive plans being implemented is when there are significant problems in service levels that must be overcome. In this case, the policies and procedures of Bounce Fitness must prevail. Where approval is needed, it would be sought from the General Manager of Marketing (if sales were the issue), General Manager Human Resource (if staff were the issue), or the CEO if appropriate, or the appropriate person in the organisation of the Learner. This must be supported by the Evidence Record. Copies of any documents to which the Learner referred on the Bounce website must be included and any external information referenced for you. 83
17 Task 3 Theory: Evaluating the Implementation To be judged as competent in Task 3, the Learner should have: 3a Outlined the methods they would use to find problems with customer service in their Centre. This should include how the Learner went about finding the problems direct observation, analysing survey or panel data, analysing complaints and talking with customers are all valid methods. Survey data, direct observation, and other methods are all appropriate. The Learner must have also provided data that can be used to verify the decisions. The data should be collected for the duration of the project and all complaints are reviewed six monthly by the Executive to establish trends and make overall changes. The information provided by the Learner if they are using their own organisation must be supported by the Evidence Record. 3b The Learner must select data from which valid conclusions can be drawn and recommendations made that will address any problems that exist. When reading the discussion, be sure that they match up with information in the report, and that there are no conclusions without supporting data. The information provided by the Learner if they are using their own organisation must be supported by the Evidence Record. Copies of any documents to which the Learner referred on the Bounce website must be included and any external information referenced for you. Task 4 Practical: Presentation, Complaints, and Recommendations Presentation must be factual, inviting, clear, professional and concise. Questions must be dealt with accurately and with consideration. Solutions must be negotiated. The Learner must display the skills to equal or match the information provided in the Assessment consistently and have all areas on the Assessor Verification ticked Satisfactory. Task 5 Evidence Record Task 5 requires the Learner to demonstrate how they perform in their workplace. The Evidence Record provides verification and evidence that the Learner has been accurate in their reflection relating to their organisation. The Evidence Record must be completed by the Assessor in discussion with the supervisor of the Learner. The Signatory must complete the Evidence Verification after observing the Learner performing in their normal work role. This Task will support the assessing by the Assessor to verify some areas. All areas must be satisfactory for the Learner to be deemed Satisfactory. 84
18 Example Only Complete this section in the Learner Assessment Pack for each Learner. Tasks Sign-Off Sheet Learner Name Assessor Name Learner Signature Assessor Signature Date Date 85
19 86
20 Recording 87
21 Example Only Complete this section in the Learner Assessment Pack for each Learner. Record of Assessment Learner Details Assessor Details Name Name Course Code Site and Date Unit Code BSBCUS401 Unit Name Coordinate Implementation of Customer Service Strategies Performance Criteria Mapping Assessment Activity PC Mapping Satisfactory Needs More Evidence Task 1 Theory: Coordinating the Initiative 1.1, 1.2, 1.3 and 1.4. Task 2 Theory: Supporting the Implementation 2.1, 2.2, 2.3 and 2.4. Task 3 Theory: Evaluating the Implementation 3.1, 3.2, 3.3 and 3.4. Task 4 Practical: Presentation, Complaints, and Recommendations Task 5 Evidence Record 1.1, 1.2, 1.3, 1.4, 2.1, 2.2, 2.3, 2.4, 3.1, 3.2, 3.3 and , 1.2, 1.3, 1.4, 2.1, 2.2, 2.3, 2.4, 3.1, 3.2, 3.3 and 3.4. Performance Evidence Mapping Satisfactory Needs More Evidence PE1 PE2 PE3 PE4 PE5 Identify the needs and priorities of the organisation in delivering services to customers Diagnose problems in delivery of customer service Respond to and report on customer feedback and complaints Review client satisfaction using verifiable data Consult and communicate effectively with relevant people Tasks 1 and 5 Tasks 2 and 5 Tasks 4 and 5 Tasks 4 and 5 Tasks 4 and 5 88
22 Performance Evidence Mapping Satisfactory Needs More Evidence Develop and implement strategies and methods to improve customer service delivery including: PE6 Budgeting Tasks 1 and 5 Promotion to staff Tasks 4 and 5 Documentation and follow up. Tasks 4 and 5 Knowledge Evidence Mapping Satisfactory Needs More Evidence KE1 Outline the principles of customer service Tasks 1 and 5 KE2 KE3 KE4 Explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction Explain the organisational business structure, products and services related to customer service Describe product and service standards and best practice models. Tasks 1 and 5 Tasks 1 and 5 Tasks 1 and 5 Context Mapping PC Mapping Satisfactory Needs More Evidence 89
23 Foundation Skills Mapping Skill Description ACSF Level Mapping Satisfactory Needs More Evidence Reading Reviews textual information and comprehends details that relate to the interests or requirements of the client and organisation 4 Tasks 1, 2, 3, 4 and 5 Writing Creates a range of formal texts using structure, grammar and clear and specialised language to describe customer needs, maintain information and support a particular position 4 Tasks 1, 2, 3 and 5 Oral Communication Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others 4 Tasks 4 and 5 Numeracy Recognises and interprets numerical information and performs calculations on familiar mathematical information 4 Tasks 1, 2, 3, 4 and 5 Navigate the world of work Recognises and applies organisational protocols and meets expectations associated with own work 4 Tasks 1, 2, 3, 4 and 5 Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role 4 Tasks 1, 2, 3, 4 and 5 Interact with others Uses a range of strategies to establish a sense of connection and build rapport with customers 4 Tasks 1, 2, 3, 4 and 5 Collaborates with others contributing knowledge and skills to achieve joint outcomes 4 Tasks 1, 2, 3, 4 and 5 Applies formal and logical processes when planning and implementing tasks 4 Tasks 1, 2, 3, 4 and 5 Get the work done Applies standard procedures when responding to familiar problems within own work context 4 Tasks 1, 2, 3, 4 and 5 Uses digital technologies to access, organise, present and store information relevant to own role 4 Tasks 1, 2, 3, 4 and 5 90
24 (please tick appropriate box) Yes No Comments and future action noted in Learner Assessment Pack Results discussed and agreed to You have the right to appeal the outcome of your assessment. The Learner is Competent Not Yet Competent Learner Comments Assessor Comments Details of further evidence required After reassessment the Learner is Competent Not Yet Competent Assessor Signature Date The signature confirms that I have submitted all my own work and agree with the assessment decision and feedback. Learner Signature Date 91
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26 Unit of Competency and Assessment Requirements BSBCUS401 Coordinate Implementation of Customer Service Strategies 93
27 Unit of Competency Unit of Competency Modification History Release 2 This version released with BSB Business Services Training Package Version 2.0 Version created to clarify assessment conditions This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies. Application It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others. No licensing, legislative or certification requirements apply to this unit at the time of publication. Unit Sector Stakeholder Relations Customer Service ELEMENTS AND PERFORMANCE CRITERIA Element Elements describe the essential outcomes. Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element Clarify and accurately assess customer needs using appropriate communication techniques 1. Advise on customer service needs 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery 1.4 Use business technology and/or online services to structure and present information on customer service needs 2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups 2. Support implementation of customer service strategies 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups 94
28 Unit of Competency ELEMENTS AND PERFORMANCE CRITERIA Element Elements describe the essential outcomes. Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. 3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 3. Evaluate and report on customer service 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction FOUNDATION SKILLS This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance. Skill Performance Criteria Description Reading 1.2, 1.4, 2.3, 3.1 Reviews textual information and comprehends details that relate to the interests or requirements of the client and organisation Writing 1.4, 3.3, 3.4 Creates a range of formal texts using structure, grammar and clear and specialised language to describe customer needs, maintain information and support a particular position Oral Communication 1.1, 1.3, 2.1, 2.4, 3.2 Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others Numeracy 2.2 Recognises and interprets numerical information and performs calculations on familiar mathematical information Navigate the world of work 1.2, 2.3, 3.1, 3.2 Recognises and applies organisational protocols and meets expectations associated with own work Interact with others 1.1, 1.3, 2.1, 2.4, 3.2, 3.3 Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role Uses a range of strategies to establish a sense of connection and build rapport with customers Collaborates with others contributing knowledge and skills to achieve joint outcomes 95
29 Unit of Competency FOUNDATION SKILLS This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance. Skill Get the work done Performance Criteria 1.2, 1.4, 2.3, Description Applies formal and logical processes when planning and implementing tasks Applies standard procedures when responding to familiar problems within own work context Uses digital technologies to access, organise, present and store information relevant to own role UNIT MAPPING INFORMATION Code and title current version Code and title previous version Comments Equivalence status BSBCUS401 BSBCUS401 Updated to clarify Equivalent unit Coordinate Coordinate assessment conditions implementation of implementation of customer service customer service strategies strategies Release 2 Release 1 LINKS Companion volumes available from the IBSA website: au/pages/trainingpackage.aspx?pid=13 96
30 Assessment Requirements Assessment Requirements Modification History Release 2 This version released with BSB Business Services Training Package Version 2.0. Version created to clarify assessment conditions PERFORMANCE EVIDENCE Evidence of the ability to: Identify the needs and priorities of the organisation in delivering services to customers Diagnose problems in delivery of customer service Respond to and report on customer feedback and complaints Review client satisfaction using verifiable data Consult and communicate effectively with relevant people Develop and implement strategies and methods to improve customer service delivery including: Budgeting Promotion to staff Documentation and follow up. Note: If a specific volume or frequency is not stated, then evidence must be provided at least once. KNOWLEDGE EVIDENCE To complete the unit requirements safely and effectively, the individual must: Outline the principles of customer service Explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction Explain the organisational business structure, products and services related to customer service Describe product and service standards and best practice models. 97
31 Assessment Requirements ASSESSMENT CONDITIONS Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to: Office equipment Business technology Organisational policies and procedures for customer service Examples of customer complaints and feedback Client satisfaction data Case studies and, where possible, real situations Interaction with others. Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards. LINKS Companion volumes available from the IBSA website: au/pages/trainingpackage.aspx?pid=13 98
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