Elements and Performance Criteria

The Range Statement adds definition to the unit by elaborating critical or significant aspects of the performance requirements of the unit. The Range Statement establishes the range of indicative meanings or applications of these requirements in different operating contexts and conditions. The specific aspects which require elaboration are identified by the use of italics in the Performance Criteria.
Legislation, codes and national standards relevant to the workplace may include:
- award and enterprise agreements and relevant industrial instruments
- relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination
- relevant industry codes of practice
OHS considerations may include:
provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs
participation in the regular update of OHS systems and procedures
implementation of the continuous improvement processes of the OHS management system
changes to work practices, procedures and the working environment which impact on OHS organisation's responsibilities to customers and suppliers
Continuous improvement processes may include:
policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures
cyclical audits and reviews of workplace, team and individual performance
seeking and considering feedback from a range of stakeholders
modifications and improvements to systems, processes, services and products
evaluations and monitoring of effectiveness
Communicated may refer to:
verbal, written or electronic communications
on-the-job mentoring and coaching
Mentoring and coaching may refer to:
teaching another member of the team, usually focusing on a specific work task or skill
providing feedback, support and encouragement on a range of matters
providing assistance with problem solving
Systems may refer to:
organisation policies and procedures
web based communication devices
attendance at forums, meetings
newsletters and reports
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 or new clients
identifying needs and priorities in delivering a service to customers
understanding of different levels of customer satisfaction
Agreed recommendations may be:
identified improvements arising from the continuous improvement process
determined in accordance with organisational policies and procedures
The Range Statement adds definition to the unit by elaborating critical or significant aspects of the performance requirements of the unit. The Range Statement establishes the range of indicative meanings or applications of these requirements in different operating contexts and conditions. The specific aspects which require elaboration are identified by the use of italics in the Performance Criteria.
Legislation, codes and national standards relevant to the workplace may include:
- award and enterprise agreements and relevant industrial instruments
- relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination
- relevant industry codes of practice
OHS considerations may include:
provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs
participation in the regular update of OHS systems and procedures
implementation of the continuous improvement processes of the OHS management system
changes to work practices, procedures and the working environment which impact on OHS organisation's responsibilities to customers and suppliers
Continuous improvement processes may include:
policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures
cyclical audits and reviews of workplace, team and individual performance
seeking and considering feedback from a range of stakeholders
modifications and improvements to systems, processes, services and products
evaluations and monitoring of effectiveness
Communicated may refer to:
verbal, written or electronic communications
on-the-job mentoring and coaching
Mentoring and coaching may refer to:
teaching another member of the team, usually focusing on a specific work task or skill
providing feedback, support and encouragement on a range of matters
providing assistance with problem solving
Systems may refer to:
organisation policies and procedures
web based communication devices
attendance at forums, meetings
newsletters and reports
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 or new clients
identifying needs and priorities in delivering a service to customers
understanding of different levels of customer satisfaction
Agreed recommendations may be:
identified improvements arising from the continuous improvement process
determined in accordance with organisational policies and procedures

The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this standard must be able to provide evidence that they are able to monitor and report on specified outcomes, processes and procedures to improve performance; they must also be able to support others to implement the continuous improvement system/processes; and be able to identify and support opportunities for further improvement.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
general understanding of the principles and techniques of:
- continuous improvement systems and processes
- benchmarking
- best practice
the benefits of continuous improvement
the quality approaches which the organisation may implement
the methods that can be used in continuous improvement
the barriers to continuous improvement
the organisation's recording, reporting and recommendation processes to facilitate continuous improvement
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
functional literacy skills to access and use workplace information
research, analysis, interpretation and reporting skills
monitoring and evaluation skills
communication skills to:
- gain the commitment of individuals and teams to continuous improvement
- deal with people openly and fairly
- use consultation skills effectively
skills to consolidate opportunities for improvement
coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (2)
liaising with individuals and work team to improve the organisation's continuous improvement processes communicating the organisation's continuous improvement processes
Collecting, analysing and organising information (2)
analysing data related to progress and improvement organising information in such a way that it is accessible to team members
Planning and organising activities (2)
planning customer service improvements
Working in a team (2)
obtaining team feedback on further improvement initiatives
Using mathematical ideas and techniques (1)
completing calculations associated with work improvement
Solving problems (2)
supporting and improving the organisation's continuous improvement processes
Using technology (1)
using technology to monitor team progress
Innovation skills (2)
developing an innovative approach to participation in the continuous improvement system
Products that could be used as evidence include:
documentation produced when supporting the organisation's continuous improvement systems and processes, such as:
- contributions to organisational policies and procedures
- contributions to procedures and policies for dealing with continuous improvement processes, and related codes of conduct
- actions taken to address information collection, retrieval and use in the workplace
- actions taken to address issues and problems within work team
- actions taken to address methods of reporting information
- learning and development plans for team members
- materials developed for coaching, mentoring and training
- induction programs developed and/or delivered
- actions taken to address internal and external information management issues
- reviews of people management
- advice and input into management decisions related to continuous improvement
- records of people management lessons learned
Processes that could be used as evidence include:
how team members were encouraged to participate in the decision making process
examples of how continuous improvement processes were communicated to all stakeholders
examples of how continuous improvement processes were supported
how technology was used to monitor operational progress
examples of how plans have been adjusted and communicated to all stakeholders
how team members were informed of improvements/innovations
how work performance was documented to aid identification of further opportunities for improvement
how areas which have recorded improvements have been recorded
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to support continuous improvement are provided
Integrated competency assessment means:
that this unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team, and as part of an integrated assessment activity
The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this standard must be able to provide evidence that they are able to monitor and report on specified outcomes, processes and procedures to improve performance; they must also be able to support others to implement the continuous improvement system/processes; and be able to identify and support opportunities for further improvement.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
general understanding of the principles and techniques of:
- continuous improvement systems and processes
- benchmarking
- best practice
the benefits of continuous improvement
the quality approaches which the organisation may implement
the methods that can be used in continuous improvement
the barriers to continuous improvement
the organisation's recording, reporting and recommendation processes to facilitate continuous improvement
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
functional literacy skills to access and use workplace information
research, analysis, interpretation and reporting skills
monitoring and evaluation skills
communication skills to:
- gain the commitment of individuals and teams to continuous improvement
- deal with people openly and fairly
- use consultation skills effectively
skills to consolidate opportunities for improvement
coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (2)
liaising with individuals and work team to improve the organisation's continuous improvement processes communicating the organisation's continuous improvement processes
Collecting, analysing and organising information (2)
analysing data related to progress and improvement organising information in such a way that it is accessible to team members
Planning and organising activities (2)
planning customer service improvements
Working in a team (2)
obtaining team feedback on further improvement initiatives
Using mathematical ideas and techniques (1)
completing calculations associated with work improvement
Solving problems (2)
supporting and improving the organisation's continuous improvement processes
Using technology (1)
using technology to monitor team progress
Innovation skills (2)
developing an innovative approach to participation in the continuous improvement system
Products that could be used as evidence include:
documentation produced when supporting the organisation's continuous improvement systems and processes, such as:
- contributions to organisational policies and procedures
- contributions to procedures and policies for dealing with continuous improvement processes, and related codes of conduct
- actions taken to address information collection, retrieval and use in the workplace
- actions taken to address issues and problems within work team
- actions taken to address methods of reporting information
- learning and development plans for team members
- materials developed for coaching, mentoring and training
- induction programs developed and/or delivered
- actions taken to address internal and external information management issues
- reviews of people management
- advice and input into management decisions related to continuous improvement
- records of people management lessons learned
Processes that could be used as evidence include:
how team members were encouraged to participate in the decision making process
examples of how continuous improvement processes were communicated to all stakeholders
examples of how continuous improvement processes were supported
how technology was used to monitor operational progress
examples of how plans have been adjusted and communicated to all stakeholders
how team members were informed of improvements/innovations
how work performance was documented to aid identification of further opportunities for improvement
how areas which have recorded improvements have been recorded
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to support continuous improvement are provided
Integrated competency assessment means:
that this unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team, and as part of an integrated assessment activity