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.
Systems may refer to:
forums and meetings
newsletters and reports
organisational policies and procedures
electronic communication devices.
Participation in decision-making processes may include:
feedback in relation to outcomes of the consultative process
processes that ensure employees have the opportunity to contribute to organisational issues.
Continuous improvement processes may include:
cyclical audits and reviews of workplace, team and individual performance
evaluations and monitoring of effectiveness
implementation of quality systems, such as International Organization for Standardization (ISO)
modifications and improvements to systems, processes, services and products
policies and procedures that allow the organisation to systematically review and improve the quality of its products, services and procedures
seeking and considering feedback from a range of stakeholders.
Mentoring and coaching may refer to:
providing assistance with problem solving
providing feedback, support and encouragement
teaching another member of the team, usually focusing on a specific work task or skill.
Sustainable and environmentally friendly work practices may refer to:
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.
Technology may include:
computerised systems and software, such as databases, project management and word processing
telecommunications devices
any other technology used to carry out work roles and responsibilities.
Customer service may be:
internal or external
to existing, new or potential clients.
Processes may refer to:
email, intranet, or other digital communication devices
newsletters and bulletins
staff reward mechanisms
team meetings.

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:
taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance
supporting others to implement the continuous improvement system and processes, and to identify and report opportunities for further improvement.

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:
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
observation of presentations
oral or written questioning to assess knowledge of principles and techniques associated with change management
review of how the organisation's continuous improvement processes were communicated to individuals and teams
review of documentation of work performance.

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