Elements and Performance Criteria

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.
Systems may refer to:
forums, meetings
newsletters and reports
organisational policies and procedures
web-based communication devices
Participation in decision making processes may include:
feedback in relation to outcomes of the consultative process
processes which ensures all employees have the opportunity to contribute to organisational issues
Continuous improvement processes may include:
cyclical audits and reviews of workplace, team and individual performance
evaluations and monitoring of effectiveness
implementation of quality systems, such as International Standardization for Organization (ISO)
modifications and improvements to systems, processes, services and products
policies and procedures which allow the organisation to systematically review and improve the quality of its products, services and procedures
seeking and considering feedback from a range of stakeholders
Mentoring and coaching may refer to:
providing assistance with problem-solving
providing feedback, support and encouragement
teaching another member of the team, usually focusing on a specific work task or skill
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, new or potential clients
Processes to ensure that team members are informed of savings and productivity/service improvements may refer to:
email/intranet, newsletters or other communication devices
newsletters and bulletins
staff reward mechanisms
team meetings

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:
taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance
supporting others to implement the continuous improvement system/processes, and to identify and report opportunities for further improvement
knowledge of principles and techniques associated with continuous improvement systems and processes.
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:
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 principles and techniques associated with change management
review of how the organisation's continuous improvement processeswascommunicated to individuals and teams
review of documentation of work 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 Certificate IV in Frontline Management.