PRMPFES07B Maintain quality of work and promote continuous improvement

Release: 1

PRMPFES07B Maintain quality of work and promote continuous improvement

Modification History

Not Applicable

Unit Descriptor

Unit descriptor

The unit covers the knowledge and skills required by a service technician to use resources according to quality concepts that contribute to quality customer service and the optimisation of human and material resources in the workplace. All work in this area must be completed in accordance with relevant legislative, industry, customer and organisational requirements, including occupational health and safety (OHS) policies and procedures.

Application of the Unit

Not Applicable

Licensing/Regulatory Information

Not Applicable

Pre-Requisites

Not Applicable

Employability Skills Information

Not Applicable

Elements and Performance Criteria Pre-Content

Not Applicable

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1 Incorporate quality measures into the use of resources	1.1 Incorporate quality measures into workplace procedures 1.2 Explain and demonstrate methods of incorporating quality concepts to work group members as required 1.3 Identify risk factors to minimise potential constraints to work schedules
2 Identify opportunities for process change and make balanced recommendations to relevant persons	2.1 Monitor own work output to ensure that work undertaken is cost-effective and achieves planned results 2.2 Identify impediments to procedures and form ideas for resolution and service improvement 2.3 Discuss ideas and evaluate possible solutions 2.4 Make balanced judgements on the effectiveness of ideas and possible solutions 2.5 Make recommendations to relevant persons as suggestions for process change where appropriate
3 Use resources according to organisational requirements	3.1 Select and use resources in accordance with organisational requirements 3.2 Seek relevant information on the use of resources from relevant persons and manuals
4 Complete documentation for the use of resources according to organisational requirements	4.1 Complete records and other documentation accurately and legibly in accordance with organisational requirements 4.2 Complete documentation within relevant authorisation guidelines and distribute according to organisational requirements

Required Skills and Knowledge

Refer to Evidence Guide

Evidence Guide

EVIDENCE GUIDE

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit of competency in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.

Methods of completing documentation.

Implications of incorrect distribution of completed documentation.

Purpose of indexes and tables of content in manuals and Australian Standards.

Understanding why resources are used in conjunction with specifications and procedures.

The meaning of 'optimising the use of resources'.

The basic principles of quality concepts, including quality control methods and quality problem identification.

Understanding the organisation's policies, plans and procedures.

Processes to interpret and give feedback.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These relate to the ability to:

work to achieve a quality outcome

access regulatory information

solve problems associated with the use of resources

apply literacy and language skills to:

complete documentation accurately and legibly

complete basic reports and memos

accurately interpret regulatory information.

Other units of competency that could be assessed with this unit

This unit could be assessed on its own or in combination with other competencies relevant to the job function, for example PRMPFES22B Oversee operations to meet safety and quality standards.

Resources required to assess this unit

The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to:

an actual or a simulated workplace environment

assessment documentation

relevant documentation, manuals and resources

training and assessment record book.

Gaining evidence to assess this unit

For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations, which may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.

Assessment of competency may be made through observation of practical activities carried out in the work environment.

Oral questioning/written assessment involving hypothetical situations (scenarios) may also be used to assess competence. (In assessment situations where the candidate is offered a preference between oral questioning and written assessment, questions are to be identical.) Evidence of underpinning knowledge is best obtained by oral questioning or a written assessment.

Supplementary evidence may be obtained from relevant authenticated written correspondence from supervisors or team leaders.

Information derived from enterprise policy and practices must be treated as commercial-in-confidence.

Performance and assessment of this unit must be carried out within the relevant requirements of the following legislative and industry framework:

building Acts/regulations/codes

Australian Standards identified as relevant to the required maintenance procedure

environmental regulations

manufacturers' specifications

organisational requirements, including OHS policies and procedures

OHS legislation, codes and regulations.

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.

The number in brackets indicates the level to which the key competency should be demonstrated.

1	Perform the process	2	Perform and administer the process	3	Perform, administer and design the process
How can information be collected, analysed and organised (2)?	Gather and collect and analyse information about the work environment and work practices to assist to measure performance.
How can communication of ideas and information (1) be applied?	Discuss with members of the workgroup methods to improve work practices and make effective use of resources.
How are activities planned and organised (2)?	Organise work tasks to maximise resources and workplace efficiency.
How can teamwork (2) be applied?	Contribute to efficient completion of work tasks.
How can the use of mathematical ideas and techniques (1) be applied?	Measure workplace effectiveness.
How can problem-solving skills (2) be applied?	Measure effectiveness and propose solutions where inefficiencies exist.
How can the use of technology (2) be applied?	Manage workplace efficiencies.

Range Statement

RANGE STATEMENT

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Workplace procedures may include:

instructions from colleagues/supervisor/manager

specific customer requirements

assignment instructions

equipment manufacturers' requirements

reporting and documentation requirements

personal protective equipment requirements.

Risk factors may include:

disturbances to workflow

loss of confidence

cost blow-out

supplier problems

product/service delivery problems

time delays.

Procedures may include:

organisational

enterprise specific

customer service.

Relevant persons may include:

team leaders

supervisors

managers

colleagues

customers.

Resources may include:

hand and power tools

company time

finances

services

colleagues

other company staff.

Manuals and technical publications may include:

service manual

service bulletins

environmental regulations

quality manual

Australian Standards

manufacturers' specifications

employee handbook

training manual.

Organisational requirements may be located in quality assurance and/or procedures manuals relating to:

legal and organisational policy/guidelines

personnel practices and guidelines outlining work roles, responsibilities and delegations

legislation relevant to the service operation

OHS policies, procedures and programs

documentation and information systems and processes

use of electronic job scheduling and communication devices.

Records/documentation may include:

job cards

certificate of inspection (or equivalent)

maintenance recording system

goods received summary

stock transfer book

warranty claim forms

time sheets.

Unit Sector(s)

Not Applicable