Unit of competency details

BSBFLM309C - Support continuous improvement systems and processes (Release 1)


Usage recommendation:
Is superseded by and equivalent to BSBFLM309 - Support continuous improvement systems and processesUpdated to meet Standards for Training Packages 24/Mar/2015

ReleaseRelease date
1 1 (this release) 10/Mar/2009

Training packages that include this unit

CodeSort Table listing Training packages that include this unit by the Code columnTitleSort Table listing Training packages that include this unit by the Title columnRelease
ACM10 - Animal Care and ManagementAnimal Care and Management 1.0-3.0 
ICP10 - Printing and Graphic ArtsPrinting and Graphic Arts 1.0-2.1 
LMF02 - Furnishing Training PackageFurnishing Training Package 6.0,7.0-7.1,8.0-8.1 
PSP12 - Public Sector Training PackagePublic Sector Training Package 1.0 
MSF - Furnishing Training PackageFurnishing Training Package 1.0-1.3 
UEP12 - Electricity Supply Industry - Generation Sector Training PackageElectricity Supply Industry - Generation Sector Training Package 1.0-2.1 
UEG11 - Gas Industry Training PackageGas Industry Training Package 1.0-2.0 
CPP07 - Property Services Training PackageProperty Services Training Package 8.0-15.0 
AUR05 - Automotive Industry Retail, Service and Repair Training PackageAutomotive Industry Retail, Service and Repair Training Package 3.0,4.0 
BSB07 - Business Services Training PackageBusiness Services Training Package 5.0-9.0 
FPP10 - Pulp & Paper Manufacturing Industry Training PackagePulp & Paper Manufacturing Industry Training Package 1.0-1.3 
CUV11 - Visual Arts, Crafts and Design Training PackageVisual Arts, Crafts and Design Training Package 1.0 
PSP04 - Public Sector Training PackagePublic Sector Training Package 4.1-4.2 
SFI11 - Seafood Industry Training PackageSeafood Industry Training Package 1.0-2.2 
HLT07 - Health Training PackageHealth Training Package 4.0-5.1 

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnUsage RecommendationRelease
UEG50114 - Diploma of Gas Supply Industry OperationsDiploma of Gas Supply Industry OperationsSuperseded
AUR10105 - Certificate I in AutomotiveCertificate I in AutomotiveSuperseded
CUV40411 - Certificate IV in Photo ImagingCertificate IV in Photo ImagingSuperseded
SFI30311 - Certificate III in Seafood Industry (Environmental Management Support)Certificate III in Seafood Industry (Environmental Management Support)Deleted1-5 
UEG60211 - Advanced Diploma of Gas Supply Industry OperationsAdvanced Diploma of Gas Supply Industry OperationsSuperseded1-2 
ACM30410 - Certificate III in Companion Animal ServicesCertificate III in Companion Animal ServicesSuperseded1-2 
AUR21105 - Certificate II in Automotive SalesCertificate II in Automotive SalesSuperseded1-2 
UEG40114 - Certificate IV in Gas Supply Industry OperationsCertificate IV in Gas Supply Industry OperationsSuperseded
BSB30112 - Certificate III in BusinessCertificate III in BusinessSuperseded
FPP40110 - Certificate IV in Pulping OperationsCertificate IV in Pulping OperationsSuperseded1-2 
Items per page 10 | 20 | 50 | 100
Displaying items 1 - 10 of 40

Accredited courses that have this unit in the completion mapping


SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080317 Quality Management  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080317 Quality Management  25/Jul/2008 
The content being displayed has been produced by a third party, while all attempts have been made to make this content as accessible as possible it cannot be guaranteed. If you are encountering issues following the content on this page please consider downloading the content in its original form

Modification History

Not applicable.

Unit Descriptor

Unit descriptor 

This unit specifies the outcomes required to support the organisation's continuous improvement systems and processes. Particular emphasis is on actively encouraging the team to participate in the process, on monitoring and reporting on specified outcomes and on supporting opportunities for further improvements.

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

Application of the Unit

Application of the unit 

This unit replaces BSBFLM309A Support continuous improvement systems and processes.

Frontline managers have an active role in supporting continuous improvement processes in achieving the organisation's objectives. Their position, closely associated with the creation and delivery of products and services, means that they have an important responsibility in influencing the ongoing development of the organisation.

At this level, work will normally be carried out within known routines, methods and procedures, and may also involve a number of complex or non-routine activities that require some discretion and judgement.

Consider co-assessment with BSBFLM305C Support operational plan, BSBFLM312C Contribute to team effectiveness, BSBCUS301A Deliver and monitor a service to customers, BSBCMN311B Maintain workplace safety, and BSBFLM311C Support a workplace learning environment.

Licensing/Regulatory Information

Not applicable.


Prerequisite units 

Employability Skills Information

Employability skills 

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria



1. Contribute to continuous improvement systems and processes

1.1. Actively encourage and support team members to participate are 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 on 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

Required Skills and Knowledge


This section describes the skills and knowledge required for this unit.

Required skills 

  • ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
  • functional literacy skills to access and use workplace information
  • research, analysis, interpretation and reporting skills
  • monitoring and evaluation skills
  • communication skills to:
  • gain the commitment of individuals and teams to continuous improvement
  • deal with people openly and fairly
  • use consultation skills effectively
  • skills to consolidate opportunities for improvement
  • coaching and mentoring skills to provide support to colleagues

Required knowledge 

  • legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
  • principles and techniques of:
  • continuous improvement systems and processes
  • benchmarking
  • best practice
  • benefits of continuous improvement
  • quality approaches which the organisation may implement
  • methods that can be used in continuous improvement
  • barriers to continuous improvement
  • recording, reporting and recommendation processes to facilitate continuous improvement applied within the organisation

Evidence Guide


The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

  • examples of actions taken by the candidate to support continuous improvement including:
  • use of work performance to identify improvement
  • adjusted plans to reflect changes
  • effective communication to all stakeholders
  • use of technology to monitor operational progress
  • application of suitable recordkeeping processes.

Context of and specific resources for assessment 

Assessment must ensure:

  • access by the learner and trainer to appropriate documentation and resources normally used in the workplace
  • that this unit is assessed in the workplace or in a closely simulated work environment.

Method of assessment 

A range of assessment methods should be used to assess skills and knowledge. The following examples are appropriate for this unit:

  • Direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • Review of records supporting the organisation's continuous improvement systems and processes, such as:
  • contributions to organisational policies and procedures
  • contributions to procedures and policies for dealing with continuous improvement processes, and related codes of conduct
  • actions taken to address information collection, retrieval and use in the workplace
  • actions taken to address issues and problems within work team
  • actions taken to address methods of reporting information
  • learning and development plans for team members
  • materials developed for coaching, mentoring and training
  • induction programs developed and/or delivered
  • actions taken to address internal and external information management issues
  • reviews of people management
  • advice and input into management decisions related to continuous improvement
  • records of people management lessons learned.

Guidance information for assessment 

This unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team, and as part of a holistic assessment activity.

Range Statement


The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Legislation, codes and national standards relevant to the workplace may include:

  • award and enterprise agreements and relevant industrial instruments
  • relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination
  • relevant industry codes of practice.

OHS considerations  may include:

  • provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs
  • participation in the regular update of OHS systems and procedures
  • implementation of the continuous improvement processes of the OHS management system
  • changes to work practices, procedures and the working environment which impact on OHS
  • organisation's responsibilities to customers and suppliers.

Methods used to communicate  with individuals and team may include:

  • verbal, written or electronic communications
  • on-the-job mentoring and coaching.

Continuous improvement processes  may include:

  • policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures
  • cyclical audits and reviews of workplace, team and individual performance
  • seeking and considering feedback from a range of stakeholders
  • modifications and improvements to systems, processes, services and products
  • evaluations and monitoring of effectiveness.

Mentoring and coaching  may refer to:

  • teaching another member of the team, usually focusing on a specific work task or skill
  • providing feedback, support and encouragement on a range of matters
  • providing assistance with problem solving.

Systems  may include:

  • organisation policies and procedures
  • web based communication devices
  • attendance at forums, meetings
  • newsletters and reports.

Technology  may include:

  • computerised systems and software such as databases, project management and word-processing
  • telecommunications devices
  • any other technology used to carry out work roles and responsibilities.

Customer service  may be:

  • internal or external, to existing or new clients
  • identifying needs and priorities in delivering a service to customers
  • understanding of different levels of customer satisfaction.

Agreed recommendations  may be:

  • identified improvements arising from the continuous improvement process
  • determined in accordance with organisational policies and procedures

Unit Sector(s)

Unit sector 

Competency field

Competency field 

Management and leadership - Frontline Management

Co-requisite units

Co-requisite units