Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to

Store policies and procedures in regard to:
information and review of internal and external operating environment

External operating environment may include:
markets, such as advertising/marketing targets, customers, local culture/environment
competitors, for example, product and service range, pricing policies, marketing policies
new or existing products and services, suppliers, technology
government/legislative bodies affecting employment conditions, staff, trade practices, consumer law, occupational health and safety

Internal operating environment may include:
operating climate/culture
existing merchandise and service range
possible future merchandise and service range
possible future retail technology systems
problems in sales and service delivery
customers
staff
management
management information systems

Relevant information may include:
contacts with others inside or outside the store
customers
staff
publications
business journals
newspapers
conferences/courses
Internet
statistics
market research

Research, analysis and forecasting techniques may include:
written or verbal data
surveys
formal or informal meetings
quantitative and qualitative data
management of information technology systems

Communications may include:
internal or external contacts
personal, face to face or electronic media
written correspondence
memorandums
routine or specialist reports

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Identifies and analyses information about features of the operating environment which now, or in the future will impact on store retail operations.
Identifies and implements changes to maximise future business, customer service and profit.
Develops and implements strategies to implement changes.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:

Store policies and procedures, in regard to:
information on internal and external operating environment
review of internal and external operating environment
Social, cultural environment
Characteristics of customers
Market for store products and services
Pricing policies and procedures
Sources of supply of products and services
Competitors
Existing and new technology
Principles and techniques in change management

Skills in:

Public speaking and group presentation
Qualitative and quantitative analysis
Evaluation of information
Using and applying technology
Literacy and numeracy skills in regard to:
preparation, analysis, evaluation and reporting of forecasts, trends and recommendations and business correspondence

Assessment process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRINF1B can be assessed with other units which make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A retail work environment
Relevant documentation, such as:
store policy on communication
legislation and statutory requirements
Access to information on:
markets
competitors
products and services
suppliers
new technology

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Communication of information is present throughout this unit and is a fundamental skill involved. (3)

Collecting analysing and organising information
Identifying and evaluating competitors requires detailed information to be collected, analysed and organised. (3)

Planning and organising activities
Responding to change in the store operations will require policies and procedures to be developed and implemented. (3)

Working with others and in teams
Communicating information within the store requires team management. (3)

Using mathematical ideas and techniques
Forecasting trends and developments in the industry requires mathematical techniques for analysis. (3)

Solving problems
Problems may arise in the implementation of change and problem solving skills will be required. (3)

Using technology
Technology will be used to gather information and communicate it internally and externally. (3)