Elements and Performance Criteria

The Range Statement explains the scope and context of the unit of competency allowing for differences between workplaces. The scope of variables chosen for training and assessment requirements will depend on the particular work situation.

Service/agency improvement options may include:
Continuous improvement processes
Best practice management approaches
Process re-engineering
Quality assurance mechanisms

Relevant trends and developments may include:
Political/social
Economic
Demographic
Changes in technology
Impact of changing policies and services

Internal trends/developments may include:
Level of staff skill and commitment
Industrial relations issues
Staffing levels
Changes to staff and management
New policies and work practices
Quality assurance standards
Client expectations

The Evidence Guide identifies the critical aspects of assessment, and the essential knowledge and skills to be demonstrated to confirm competency in this unit. The Evidence Guide is an integral part of the assessment of competency and it should be read carefully in conjunction with the Range Statement, elements and performance criteria.
This unit is based on the Small Business Management cross-industry competency standards Aug 1995 of the same name.
Critical aspects of evidence:
Practices are developed and implemented which improve organisational effectiveness
Consultation occurs with staff and other relevant parties

Essential knowledge:
Strategic planning principles and approaches
Process re-engineering
Quality assurance
Organisational management and development

Essential skills:

Effective communication and interpersonal skills including:

Language competence required to fulfil the procedures of the organisation/service. Language used may be English, signing or a community language
Literacy competence required to fulfil the procedures of the organisation/service. Language used may be English or a community language
Negotiation
Time management and work planning
Awareness and understanding of effective individual and team operations

Resource implications:
Access to appropriate workplace where assessment can be conducted or
Simulation of realistic workplace setting for assessment

Consistency in performance:
Assessment may include observations, questioning and evidence gathered from the workplace
It is recommended that assessment take place on one or more occasions to enable assessment of all aspects of competence in review of organisation effectiveness

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions. This may include the use of languages other than English and alternative communication systems.