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.
Concepts, principles and tools of quality management and continuous improvement include:
Total Quality Management (TQM), including Six Sigma
ISO 9000 and the processes for certification
failure mode and effects analysis
benchmarking
continuous improvement methodologies, including Kaizen
'lean transformation' processes, sometimes known as the 'Toyota Lean Model' or the 'Toyota Production Model'.
Non-financial performance indicators may include:
customer satisfaction ratings
completion times for projects measured against project plans
volume of repeat business
number of business referrals
demonstrated compliance of work with codes and standards
industry awards received
performance in industry benchmarking studies.
Methods of measuring customer/stakeholder satisfaction include:
gap analysis approach
customer satisfaction monitoring (CSM) approach, e.g. telephone, questionnaires, face-to-face interview or in-depth interview
developing customer-focused key performance indicators (KPI) to support customer monitoring procedures.
Reporting mechanisms may include:
non-financial and financial system reports, including budgets
informal reporting methods, such as regular team and departmental meetings.
Service providers may include:
contractors
suppliers of materials.
The change process should be planned and monitored and may entail:
processes to plan for the change
processes to implement the change
processes to reinforce the change
steps to support staff during the change, including:
coaching and mentoring
training interventions
revised process documentation
feedback and appraisal processes
reward and recognition processes.

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
This unit of competency could be assessed in the workplace or a close simulation of the workplace environment, provided that the simulated or project-based assessment fully replicates workplace conditions, materials, activities, responsibilities and procedures.
This unit could be assessed as an activity involving the establishment and implementation of performance parameters and measures to ensure the accountability and effective delivery of projects and processes.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified within this unit.
In particular the person should demonstrate:
knowledge of the concepts, principles and tools used in quality management and continuous improvement processes
knowledge of the concepts, principles and tools of change management
the mathematical ability to calculate benchmarks and monitor performance
research skills
analytical and report writing skills
leadership skills that facilitate quality outcomes and organisational change
the ability to learn from project outcomes and refine and improve future processes.
Context of and specific resources for assessment
Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements.
Resource implications for assessment include:
access to relevant codes and standards
access to legislation relevant to the jurisdiction and the project being undertaken
project, process or service documentation
research resources, including product, process or technology information and data applicable to the workplace
theoretical texts and other information to support the assessment of the unit's required skills and knowledge
relevant computer software packages and suitable hardware.
Method of assessment
Assessment methods must:
satisfy the endorsed Assessment Guidelines of the Construction, Plumbing and Services Training Package
include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
reinforce the integration of employability skills with workplace tasks and job roles
confirm that competency is verified and able to be transferred to other circumstances and environments.
Guidance information for assessment
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.