Unit of competency details

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.

ELEMENT 

PERFORMANCE CRITERIA 

1. Lead continuous improvement systems and processes

1.1. Develop strategies  to ensure that team members are actively encouraged and supported to participate in decision making processes, and to assume responsibility and exercise initiative as appropriate

1.2. Establish systems  to ensure that the organisation's continuous improvement processes  are communicated to all stakeholders 

1.3. Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation's continuous improvement processes

2. Monitor and adjust performance strategies

2.1. Develop strategies to ensure that systems and processes are used to monitor operational progress  and to identify ways in which planning and operations could be improved

2.2. Adjust and communicate strategies to all stakeholders according to organisational procedures

3. Manage opportunities for further improvement

3.1. Establish processes to ensure that team members are informed of outcomes of continuous improvement efforts

3.2. Ensure processes include documentation of work team performance  to aid the identification of further opportunities for improvement

3.3. Consider areas identified for further improvement when undertaking future planning

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

Required skills 

• innovation and lateral thinking skills to design better ways for achieving work outcomes
• leadership skills to gain the confidence and trust of others
• communication skills to communicate opportunities for improvement, and to coach and mentor staff.

Required knowledge 

• continuous improvement models
• quality systems.

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 strategies and approaches to improve work outcomes or organisational functioning
• methods for monitoring performance and customer service
• knowledge of continuous improvement models.

Context of and specific resources for assessment 

Assessment must ensure:

• access to appropriate documentation and resources normally used in the workplace.

Method of assessment 

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

• analysis of responses to case studies and scenarios
• assessment of written reports
• direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
• observation of presentations
• oral or written questioning to assess knowledge of quality systems
• review of strategies developed to ensure that team members are actively encouraged and supported to participate in decision making processes, and to assume responsibility and exercise initiative
• evaluation of how customer service strategies were communicated to all stakeholders
• review of documentation outlining work team performance.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

• other units from the Diploma of Management.

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.

Strategies  may refer to:

• clarification of roles and expectations
• communication devices and processes, such as intranet and email communication systems, to facilitate input into workplace decisions
• long-term or short-term plans factoring in opportunities for team input
• mentoring and 'buddy' systems to support team members to participate in decision making
• performance plans
• reward/recognition programs for high performing staff
• training and development activities

Systems  may refer to:

• forums, meetings
• newsletters and reports
• policies and procedures
• web-based communication devices

Continuous improvement processes  may include:

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

Stakeholders  may include:

• business or government contacts
• funding bodies
• individuals within the work team
• internal and external contacts
• organisation's clients and customers
• professional associations
• senior management and board members
• unions/employee groups

Operational progress  may refer to:

• customer service indicators
• occupational health and safety indicators
• productivity gains
• success in meeting agreed goals and performance indicators

Documentation of work team performance  may include:

• annotated performance plans
• quantitative data such as production figures
• recommendations for improvement
• records and reports