Unit of competency details

Release 

Comments 

Release 1

This Unit first released with ICA11 Information and Communications Technology Training Package version 1.0

Element 

Performance Criteria 

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.

1. Plan business quality assurance process

1.1 Determine business quality performance expectations and benchmark standards 

1.2 Develop business standards and guidelines for achieving each benchmark

1.3 Allocate strategic quality responsibilities for meeting business standards and guidelines according to business procedures

1.4 Communicate quality policy and procedures to appropriate stakeholders 

1.5 Document expectations, standards and benchmarks in a quality plan based on business documentation standards 

1.6 Identify appropriate quality management systems guides, including quality management plan  for complex activities

2. Implement quality policies and plans

2.1 Write quality policy for business directive

2.2 Create quality management plan for business process

2.3 Distribute quality management plan to key people for feedback

2.4 Analyse feedback to determine if corrective action needs to be taken

2.5 Make changes to quality management plan, if required, to incorporate corrective action

2.6 Allocate key quality tasks and functions to appropriate person  as per the quality management plan

2.7 Establish and document a quality reporting and monitoring program

2.8 Check and document skills of staff to ensure that they are able to meet the quality standards  required

3. Control quality assurance processes

3.1 Implement quality performance guidelines, procedures and processes as per the quality management plan

3.2 Obtain stakeholder feedback, including client satisfaction to monitor implementation of quality processes

3.3 Monitor quality process performance as per the quality management plan

3.4 Report on monitoring of quality performance to key decision makers

3.5 Identify and record breakdowns in the system  and create corrective action requests

3.6 Take immediate corrective action, where necessary

4. Improve quality

4.1 Collect, analyse and measure quality performance results against benchmarks to determine quality standards

4.2 Determine the frequency of quality breakdowns through corrective action requests in order to identify whether defects are isolated incidents or require a wider analysis and corrective action

4.3 Determine corrective actions to be taken and assign responsibility for taking the action where appropriate

4.4 Identify who will be responsible for quality improvement

4.5 Implement corrective action solutions and measure performance

4.6 Review and adjust benchmark standards periodically in order to improve quality performance

4.7 Document quality performance results and disseminate the information to stakeholders as appropriate

4.8 Review business procedures at predetermined schedules as part of a management-review process and quality-reporting function

Overview of assessment 

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

Evidence of the ability to:

• plan and implement appropriate processes and procedures to ensure quality expectations are met
• produce quality standards that are quantitative and applied universally
• document quality assurance standards.

Context of and specific resources for assessment 

Assessment must ensure access to:

• related quality standards
• data related to the business model
• quality guidelines
• appropriate learning and assessment support when required
• modified equipment for people with special needs.

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:

• verbal or written questioning to assess candidate’s knowledge of quality assurance and appropriate processes
• review of candidate’s documented implementation plan.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Standards  may include:

• ISO, IEC and AS standards
• organisational standards
• project standards.

Stakeholders  may include:

• community groups
• corporate body
• end user
• government body
• internal or external client.

Documentation standards  may include:

• ISO, IEC and AS standards
• organisational standards
• policy relating to:
• distribution
• revision
• sign-off and storage
• project standards
• tools for documenting:
• word-processing packages
• desktop-publishing packages.

Quality management plan  may include:

• audit
• authorisations and responsibilities for quality control
• communications and responsibilities
• continuous improvement
• critical success factors
• measurement criteria and inspection
• processes
• quality assurance
• report
• review procedures.

Appropriate person  may include:

• authorised business representative
• client
• supervisor.

Quality standards  may be specific to:

• internal or customer-supplied standards
• international standards
• national standards
• organisational standards.

Client  may include:

• employees
• external organisations
• individuals
• internal departments.

System  may include:

• applications
• application service provider (ASP)
• databases
• gateways
• internet service provider (ISP)
• operating systems
• servers.