This unit of competency covers the skills and knowledge required to establish new or improve existing office systems so that work flows in response to demand from downstream customers, and then to level the flow of work by managing variations in demand and allocation of resources. The unit covers individuals in office leadership positions and others in an office of competitive systems and practices implementation who need to set up new or improve existing systems that enable the office work to flow in response to customer demand signals. This is often known as a customer pull system. Such a system responds to a cue that the work is required at the next stage of the process. Ultimately it is a customer’s demand for the deliverable that draws the work along the process via a series of cues.Office processes may include administrative, transactional or service-based processes in, or attached to, a manufacturing organisation, within their value stream or similar environments, such as health care, education, financial, construction or Defence services.This unit has a strong emphasis on understanding demand and value from the perspective of internal and external customers, planning and change management.No licensing, legislative or certification requirements apply to this unit at the time of publication.