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Unit of competency details

CPCMCM8002 - Manage the quality of projects and processes (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to CPCMCM7002A - Manage the quality of projects and processesReplaces superseded equivalent CPCMCM7002A Manage the quality of projects and processes. 04/Jun/2015

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 05/Jun/2015


Classifications

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  04/Sep/2015 
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Unit Of competency

Modification History

Release 1.

This version first released with CPC Construction, Plumbing and Services Training Package Version 1.

Replaces superseded equivalent CPCMCM7002A Manage the quality of projects and processes.

Application

This unit of competency specifies the outcomes required to establish performance measures of projects and processes, and review and improve their management and accountability.

The unit covers the need for quality control and responsibility for providing service outcomes to customers. Managing organisational change is a major focus of the unit.

This unit supports the attainment of skills and knowledge required for competent workplace performance in organisations of all sizes. It will support senior managers with responsibility in all sectors.

The unit may be contextualised to the specific needs and knowledge and skill requirements of all industries, provided the essential outcomes of the unit are not changed.

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

Pre-requisite Unit

Nil

Competency Field

Management

Unit Sector

Common

Elements and Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish parameters for delivery of a quality project or process.

1.1.

Concepts, principles and tools of quality management and continuous improvement  are researched and analysed.

1.2.

Extensive research is undertaken to determine current and future service requirements of customers.

1.3.

Recommended or anticipated changes to services and their processes are communicated to senior management for review and negotiated with stakeholders.

2.

Establish and implement performance measurement strategies.

2.1.

Financial and non-financial performance indicators  and evaluation criteria for specific project are established and agreed upon with relevant stakeholders and communicated to relevant staff and service providers.

2.2.

Appropriate financial and non-financial benchmarks are determined and agreed to with relevant stakeholders.

2.3.

Project and services are monitored to ensure they meet identified needs and service expectations.

2.4.

Feedback from customers is communicated to relevant areas in the organisation and incorporated into performance reviews.

2.5.

Trends in customer or stakeholder satisfaction  and service use are monitored to identify opportunities for improvements to services or processes.

2.6.

Issues of responsiveness and accessibility are reviewed and reported.

3.

Facilitate accountability for project and service outcomes.

3.1.

Project management systems, reporting mechanisms  and processes are established and communicated to staff and service providers.

3.2.

Results of service reviews against desired targets are reported according to standard organisational procedures.

3.3.

Tenders and contracted works are regularly monitored and adverse variations in established performance targets are immediately addressed.

3.4.

Quality and efficiency of operational processes are measured and documented.

3.5.

Service shortfalls are analysed and resolved in line with organisational policies and procedures, including customer service standards.

4.

Develop and implement change management processes.

4.1.

Need for change in organisational processes and work culture to support project or service delivery is identified.

4.2.

Change process to address the need is identified, developed and implemented.

4.3.

Staff members are informed of implemented changes and provided with training, coaching and other assistance as required.

4.4.

Appropriate methods are employed to gain commitment for change.

4.5.

Effectiveness and benefits of implemented changes are monitored and reported.

4.6.

Outcomes of improvements are reviewed and shared across the organisation to support further learning and continuous improvement.

Foundation Skills

This section describes core skills that are essential to performance and not explicit in the performance criteria. Employment skills essential to performance are explicit in the performance criteria of this unit of competency.

Skill 

Performance feature 

Learning skills to:

  • attempt complex tasks requiring sophisticated conceptualisation and analysis and employ lateral thinking and problem solving strategies
  • use formal approaches to critically reflect, gain insights and learn from project outcomes, refine and improve future processes, and consider and respond to performance feedback from stakeholders.

Numeracy skills to:

  • extract, interpret and comprehend a range of mathematical information to calculate benchmarks, analyse financial reports, and monitor the performance of the project or process.

Oral communication skills to:

  • liaise with management and other stakeholders on project progress using appropriate vocabulary.

Reading skills to:

  • synthesise and critically evaluate information from a range of sometimes complex sources, including organisational systems, processes and activities to support the implementation of a quality project or process.

Writing skills to:

  • collate and organise data to produce reports on customer service review and implementation success.

Range of Conditions

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Concepts, principles and tools of quality management and continuous improvement  must include at least one of the following:

  • benchmarking
  • continuous improvement methodologies
  • failure mode and effects analysis
  • ISO 9000 Quality Management Systems and processes for certification
  • lean transformation processes
  • total quality management.

Non-financial performance indicators  must include at least two of the following:

  • completion times for projects measured against project plans
  • customer satisfaction ratings
  • demonstrated compliance of work with codes and standards
  • industry awards received
  • number of business referrals
  • performance in industry benchmarking studies
  • volume of repeat business.

Methods of measuring customer or stakeholder satisfaction  must include:

  • gap analysis approach
  • customer satisfaction monitoring approach, such as:
  • questionnaires
  • face-to-face interviews
  • customer-focused key performance indicators.

Reporting mechanisms  must include:

  • financial and non-financial system reports, including budgets
  • informal reporting methods, including:
  • regular team meetings
  • departmental meetings.

Unit Mapping Information

CPCMCM7002A Manage the quality of projects and processes

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=7e15fa6a-68b8-4097-b099-030a5569b1ad

 

Assessment requirements

Modification History

Release 1.

This version first released with CPC Construction, Plumbing and Services Training Package Version 1.

Replaces superseded equivalent CPCMCM7002A Manage the quality of projects and processes.

Performance Evidence

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria and foundation skills of this unit. The person must manage the development and delivery of two projects:

  • one project requiring the person to review a proposed new process in an organisation or department
  • one project requiring the person to oversee the development and delivery of quality outcomes.

For each project, the person must:

  • provide a detailed overview of the project and identify a set of performance measures and evaluation criteria for the project
  • select or develop appropriate reporting mechanisms which will assist in identifying project progress against agreed quality and service levels
  • develop strategies to communicate the change to stakeholders
  • monitor project progress against agreed performance measures and evaluation criteria
  • outline key learning outcomes from the project that will enhance or contribute to the implementation of future projects.

For each project the person must also develop a change management process that identifies:

  • changes to be introduced
  • key stakeholders who will be affected by the change
  • a communication strategy for informing all stakeholders throughout the implementation phases of the project
  • strategies for training or mentoring stakeholders during the implementation phases of the project.

Knowledge Evidence

A person demonstrating competency in this unit must be able to demonstrate knowledge of:

  • principles of change management processes and their application
  • principles of quality management and continuous improvement processes
  • organisational policies and procedures:
  • customer service standards
  • procedures for reporting on review of services
  • functions and limitations of relevant project management software.

Assessment Conditions

Assessment must be conducted in the workplace or a close simulation of the workplace.

Suitable assessment of performance would require:

  • equipment:
  • computer with internet and email access
  • software that enables the development of spreadsheets and word processing
  • materials:
  • project documentation, including project briefs, drawings, specifications, construction schedules and other relevant supporting documentation.

Assessor requirements 

Assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=7e15fa6a-68b8-4097-b099-030a5569b1ad