Release 

Comments 

Release 1

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

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1 Contribute to continuous improvement systems and processes

1.1 Actively encourage and support team members to participate in decision-making processes and to assume responsibility and exercise initiative

1.2 Communicate the organisation’s continuous improvement processes to individuals and teams

1.3 Effectively utilise mentoring and coaching to ensure that individuals/teams are able to support the organisation’s continuous improvement processes

2 Monitor and report specified outcomes

2.1 Utilise the organisation’s systems and technology to monitor team progress and to identify ways in which planning and operations could be improved

2.2 Apply continuous improvement techniques and processes to improve customer service

3 Support opportunities for further improvement

3.1 Communicate agreed recommendations for improvements in achieving the business plan to team members

3.2 Document and use work performance to identify opportunities for further improvement

3.3 Maintain records, reports and recommendations for improvement within the organisation’s systems and processes

Skill 

Performance 

Criteria 

Description 

Learning

1.3

• Contributes to ongoing organisational improvement by mentoring others to support continuous improvement processes

Reading

2.1, 3.3

• Interprets everyday workplace documentation

Writing

1.2, 3.1-3.3

• Uses appropriate vocabulary and grammatical structures to achieve precise meaning in a range of documentation

Oral Communication

1.1-1.3, 3.1

• Articulates information in a positive manner using appropriate terminology, tone and style appropriate to context and audience
• Uses questioning and listening techniques to exchange and clarify information

Navigate the world of work

1.2, 3.3

• Understands the nature and purpose of own role and associated responsibilities and how own role meshes with others and contributes to broader work goals
• Takes responsibility for adherence to organisational processes and systems

Interact with others

1.2, 1.3

• Shares information and resources, offers assistance voluntarily and facilitates effective group interactions

Get the work done

2.1, 2.2, 3.2, 3.3

• Takes responsibility for routine low-impact decisions within familiar situations
• Evaluates effectiveness of decisions in terms of how well they meet stated goals
• Uses a range of digitally based technology and applications to organise, monitor, manage and communicate relevant information effectively

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBFLM309 Support continuous improvement systems and processes

BSBFLM309C Support continuous improvement systems and processes

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

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