Unit of competency details

BSBINM501 - Manage an information or knowledge management system (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBINM501A - Manage an information or knowledge management systemUpdated to meet Standards for Training Packages 24/Mar/2015


Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 1.0,2.0-2.0 
SIF - Funeral ServicesFuneral Services 2.1 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 2.0 
MSM - Manufacturing Training PackageManufacturing Training Package 2.0 
MSF - Furnishing Training PackageFurnishing Training Package 2.0-3.0 
HLT - HealthHealth 2.0-3.1 
FWP - Forest and Wood Products Training PackageForest and Wood Products Training Package 2.0 
FNS - Financial Services Training PackageFinancial Services Training Package 1.0-2.1 
DEF - Defence Training PackageDefence Training Package 1.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0 
CSC - Correctional Services Training PackageCorrectional Services Training Package 1.0-1.1 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-1.2,2.0-2.0 
AVI - Aviation Training PackageAviation Training Package 3.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
TLI50215 - Diploma of Materiel LogisticsDiploma of Materiel Logistics 
SIF50113 - Diploma of Funeral Services ManagementDiploma of Funeral Services Management 
RII50515 - Diploma of Civil Construction DesignDiploma of Civil Construction Design 
RII50415 - Diploma of Civil Construction ManagementDiploma of Civil Construction Management 
RII50315 - Diploma of Minerals ProcessingDiploma of Minerals Processing 
RII50215 - Diploma of Underground Metalliferous Mining ManagementDiploma of Underground Metalliferous Mining Management 
RII50115 - Diploma of Surface Operations ManagementDiploma of Surface Operations Management 
MSM50316 - Diploma of Production ManagementDiploma of Production Management 
MSF50313 - Diploma of Furniture Design and TechnologyDiploma of Furniture Design and Technology 2-3 
HLT57715 - Diploma of Practice ManagementDiploma of Practice Management 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 029999 Information Technology, N.e.c.  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 029999 Information Technology, N.e.c.  30/Jul/2015 
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Unit Of competency

Modification History

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to organise training for others for an information or knowledge management system and to manage the use of the system.

It applies to individuals who are responsible for seeing that key information and corporate knowledge are retained, accessible to others and improve business outcomes.

The unit applies to information or knowledge management systems which comprise policies, protocols, procedures and practices to manage information or knowledge within the organisation and among relevant stakeholders.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Knowledge Management – Information Management

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Organise learning to use information or knowledge management system

1.1 Identify learning needs of relevant personnel and stakeholders for input into and use of an information or knowledge management system

1.2 Identify and secure human, financial and physical resources required for learning activities to use an information or knowledge management system

1.3 Organise and facilitate learning activities

1.4 Promote and support use of the system throughout the organisation

1.5 Monitor and document effectiveness of learning activities

2 Manage use of information or knowledge management system

2.1 Ensure implementation of policies and procedures for the information or knowledge management system are monitored for compliance, effectiveness and efficiency

2.2 Address implementation issues and problems as they arise

2.3 Monitor integration and alignment with data and information systems

2.4 Collect information on achievement of performance measures

2.5 Manage contingencies such as system failure or technical difficulties by accessing technical specialist help as required

3 Review use of information or knowledge management system

3.1 Analyse effectiveness of system and report on strengths and limitations of the system

3.2 Review business and operational plan and determine how effectively the system is contributing to intended outcomes

3.3 Make recommendations for improvement to system, policy or work practices

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

1.1-1.5, 2.1-2.5, 3.1-3.3

  • Researches and critically analyses documentation from a variety of sources to determine requirements

Writing

1.1-1.5, 2.1-2.4, 3.2, 3.3

  • Prepares and produces documentation for a specific audience using clear and detailed language to convey explicit information, requirements and recommendations

Oral Communication

1.1, 1.2, 1.3, 1.4, 2.2, 2.5, 3.3

  • Presents information using structure and language to suit the audience
  • Uses active listening and questioning and reading of verbal and non-verbal signals to clarify information and to confirm understanding

Navigate the world of work

2.1, 3.3

  • Takes full responsibility for following policies, procedures and legislative requirements and identifies organisational implications of new legislation or regulation
  • Modifies or develops organisational policies and procedures to comply with legislative requirements and organisation goals

Interact with others

1.1-1.4, 2.5, 3.3

  • Implements strategies for a diverse range of colleagues and clients in order to build rapport and foster strong relationships
  • Collaborates with others sharing information to build strong work groups and avoid behaviours that are not conducive to a productive environment
  • Elicits feedback and provides feedback to others in order to improve self or workgroup behaviours

Get the work done

1.1-1.5, 2.1-2.5, 3.1, 3.2

  • Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others and taking into account capabilities, efficiencies and effectiveness
  • Monitors progress of plans and schedules and reviews and changes them to meet new demands and priorities
  • Applies systematic and analytical processes to address problems and make decisions in complex situations
  • Investigates new and innovative ideas as a means to continuously improve, work practices and processes
  • Uses and investigates new digital technologies and applications to manage and manipulate data and communicate effectively with others

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBINM501 Manage an information or knowledge management system

BSBINM501A Manage an information or knowledge management system

Updated to meet Standards for Training Packages

Equivalent unit

Links

Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Modification History

Release 

Comments 

Release 2

This version released with BSB Business Services Training Package Version 2.0

Version created to clarify assessment conditions

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.

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 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

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 Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

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

3 Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

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

Get the work done

1.2, 1.4, 2.3, 3.1- 3.4

  • 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 Coordinate implementation of customer service strategies

Release 2

BSBCUS401 Coordinate implementation of customer service strategies

Release 1

Updated to clarify assessment conditions

Equivalent unit

Links

Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • identify learning needs and plan and implement learning activities to enable personnel to use information or knowledge management system including
  • providing human, financial and physical resources as required
  • use of coaching, mentoring, information sessions, workshops, training programs and e-learning as appropriate
  • monitor performance and address issues and contingencies as they arise including
  • accessing technical specialists as required
  • correct application of policies and procedures for the information or knowledge management system
  • alignment and effectiveness of the policies and procedures
  • effectiveness of information or knowledge management system for intended outcomes
  • recommend improvements to systems, policies and practices as appropriate.

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 relevant legislation, codes of practice and national standards relevant to privacy, freedom of information and knowledge management
  • explain organisational policies and procedures including:
  • records management
  • information management
  • customer service
  • commercial confidentiality
  • describe the organisational operations and existing data and information systems.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the knowledge management – information management field of work and include access to:

  • relevant legislation, regulation, standards and codes
  • relevant workplace systems, documentation and resources
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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