Elements and Performance Criteria

The Range of Variables statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range of Variables also provides a focus for assessment and relates to the unit as a whole. The variables listed should be considered indicative rather than exhaustive and should be used as applicable to the job role or function.

General Contexts may include but are not limited to
Type of products and services provided
Business policy and procedures with regard to the acquisition and sale of products and services
Size, type and location of business
Business merchandise range
Strategic measurement and evaluation systems and processes
Characteristics of the specific product(s) or service(s)
Management structure and communication relationships
Business service range
Customers including other businesses or end consumers serviced through business customers or directly
Varying levels of staff training
Worksite specific context, variations and environments

Workplace Contexts may include but are not limited to
Workplace-specific guidelines, policies and practices
Conditions of service, legislation and industrial agreements
Consultative processes may involve
Staff members
Teams
Management
Union representatives
Industrial relations, Occupational Health & Safety specialists
Other professional or technical staff
Relevant personnel may vary with context, level of employment, ascribed duties, nature of enquiry or response required.

Applicable State/ Territory/ Commonwealth regulations and legislation may include but are not limited to
Occupational Health and Safety
Workplace relations
Workers compensation
Industry codes of practice
License, patent or copyright arrangements
Environmental protection legislation
Equal Employment Opportunity and anti-discrimination law
Emergency procedures
Transport, storage and handling of goods
Goods and Services Tax
Australian Competition and Consumer Commission provisions
Trade Practices Act

Sources of information may include but are not limited to
Legislation and regulations
Work procedures and internal manuals
Company operating procedures and instructions
Manufacturer's specifications
Supplier and/ or customer instructions
Manifests
Codes of practice
Quality assurance systems, procedures and policies
Awards, workplace agreements, and other industrial arrangements
Oral/ verbal communication including face to face, telephone, Internet, radio, and such like
Written instructions and communication such as data exchange, letters, e-mails
Non-verbal communication
Feedback
Safety instructions and workplace signage
Direct or indirect
Electronic or hard copy
Policy and protocols

Work site environment factors may include but are not limited to
Business outcomes may include
Key performance indicators
Strategic objectives
Price
Market and sales indicators
Brand value
Quality standards and criteria
Performance benchmarks
Milestones

Types of standards, performance benchmarks or specifications may include
Australian Standards
International Standards
Professional standard
Industry standards
Performance indicators
Quality measures and criteria
Planning milestones and timeframes
Design brief
Manufacturers' and suppliers' standards

Key elements of a commercial strategy may in
Consultation with key stakeholder
Expenditure budget meets organisational requirements for probity
Procurement process agreed by users, documented, and meets legal and probity requirements
Approvals obtained
Contractual arrangements that capture and address identified risks, protection of all parties, and include performance indicators which provide the basis for due performance

Quality tools may include
Seven tools of quality
Internal/ business endorsed measurement devises and systems
Tools associated with an approach that involves quality

Approaches involving quality concepts may include
Continuous quality improvement
Total Quality Management
Service Quality
Continuous Improvement
Total Service Quality
Statistical Control
Benchmarking

Relevant quality standards may include
AS/NZ ISO series
Australian Quality Awards
Other recognised framework.

The following components of the Evidence Guide relate directly to the Performance Criteria and the Range of Variables for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program. This Evidence Guide must be read in conjunction with the Assessment Guidelines for the National Wholesale Training Package.

Critical aspects of evidence
Assessment requires evidence of the following be collected:
Identify the appropriate quality tool to use when measuring a given situation
Measures quality in a given situation using tools provided
Apply quality concepts and principles to work practices
Quality and timeliness of task performance over time is evidenced by QA manuals that work in practice and are easily maintained in up-to-date form
Documentary evidence of efforts to assure quality including audits, compliance reports, quality reviews, work instructions and team communication tools
Effective communication of quality process information to relevant management and team members

Interdependent assessment of units
This unit may be assessed in conjunction with other units that form part of a job role or function.

Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Quality improvement concepts, principles, philosophies and practices
Quality tools
Measurement approach and communication (ie. Reporting outcomes to individuals, teams and management)
Common types of teams
Comparative approaches to achieve quality outcome
Tool(s) used to measure quality improvement in a range of contexts
Defining a process
Objectives and key principles of quality improvement approaches
Alternative approaches to quality
Essential features of a quality system/ approach
Prioritising work schedule
Information sources on product and supply arrangements for customers
Business policy and procedures impacting job role or function
Quality standards and benchmarks
Quality systems and standards organisations
Occupational health and safety aspects of job
Relevant legal and legislative considerations

Display skills in terms of job role or function, including the ability to:
Use systems for monitoring supply of products and services
Anticipate and manage disruptions to service and products
Take rapid corrective action when necessary
Develop and apply tools for measuring quality
Report on adherence to quality standards
Assist team members too understand quality approaches and procedures
Complete work in accordance with quality standards
Review work practices to comply with quality outcomes
Quality assurance requires careful and methodical task completion and includes analytical, measurement and task planning.
Identify and describe management principles that influence achievement of relevant Australian Standards
Mathematical concepts and skills underpinning productivity improvements, research, analysis and evaluation
Work in a team to build commitment
Communication and interpersonal skills, including working in teams that may be cross-functional

Resource Implications
Access to required assessment evidence, time spent with assessee in assessment, competency outcomes and appropriate assessment facilities.

Consistency in performance
The assessment method should be conducted over time to cover all elements and performance criteria, across a range of variables.
Work practices should be completed in accordance with safe operating procedures to minimise the risk of injury to self or others or damage to goods, equipment or products.

Context for assessment
Assessment may occur on the job, or off-the-job.