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.
Strategies may refer to:
clarification of roles and expectations
communication devices and processes, such as intranet and email communication systems, to facilitate input into workplace decisions
long-term or short-term plans that factor in opportunities for team input
mentoring and 'buddy' systems to support team members to participate in decision making
performance plans
reward and recognition programs for high performing staff
training and development activities.
Systems may refer to:
forums and meetings
newsletters and reports
policies and procedures
electronic communication devices.
Continuous improvement processes may include:
cyclical audits and reviews of workplace, team and individual performance
evaluations and monitoring of effectiveness
modifications and improvements to systems, processes, services and products
policies and procedures that allow an organisation to systematically review and improve the quality of its products, services and procedures
seeking and considering feedback from a range of stakeholders.
Stakeholders may include:
business or government contacts
funding bodies
individuals within the work team
internal and external contacts
organisation's clients and customers
professional associations
senior management and board members
unions and employee groups.
Sustainability requirements may include:
addressing environmental and resource sustainability initiatives, such as environmental management systems, action plans, green office programs, surveys and audits
applying the waste management hierarchy in the workplace
complying with regulations and corporate social responsibility considerations for sustainability to enhance the organisation's standing in business and community environments
determining organisation's most appropriate waste treatment, including waste to landfill, recycling, re-use, recoverable resources and wastewater treatment
implementing ecological footprinting
implementing environmental management systems, e.g. ISO 14001:1996 Environmental management systems life cycle analyses
implementing government initiatives, e.g. Australian government's Greenhouse Challenge Plus
improving resource and energy efficiency
initiating and maintaining appropriate organisational procedures for operational energy consumption
introducing a green office program (a cultural change program)
introducing green purchasing
introducing national and international reporting initiatives, e.g. Global Reporting Initiative
introducing product stewardship
reducing emissions of greenhouse gases
reducing use of non-renewable resources
referencing standards, guidelines and approaches, such as sustainability covenants and compacts or triple bottom line reporting
supporting sustainable supply chain.
Knowledge management systems may include:
best practice transfer
communities of practice
cross-project learning
expert directories
knowledge brokers' knowledge mapping
knowledge repositories
measuring and reporting intellectual capital
mentoring
performance management
post-project reviews
proximity and architecture
social software
storytelling.
Operational progress may refer to:
customer service indicators
OHS indicators
productivity gains
success in meeting agreed goals and performance indicators.
Recording of work team performance may include:
annotated performance plans
quantitative data, such as production figures
recommendations for improvement
records and reports.

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:
development and use of a range of strategies and approaches that improve work outcomes or organisational functioning, using continuous improvement models
monitoring performance and customer service.

Context of and specific resources for assessment
Assessment must ensure access to appropriate documentation and resources normally used in the workplace.

Method of assessment
The following assessment methods are appropriate for this unit:
analysis of responses to case studies and scenarios
assessment of reports
direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate
observationof presentations
oral or written questioning to assess knowledge of quality systems
review of strategies developed to ensure that team members are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative
evaluation of how customer-service strategies were communicated to stakeholders
review of documentation outlining work team performance.

Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.