Assessor Resource

MSS403006A
Facilitate implementation of competitive systems and practices in an office

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies where a decision has already been made to improve the efficiency of an office or administrative system through the use of competitive systems and practices. The unit applies after a business case has been approved.

The unit is relevant for individuals who require the skills and knowledge to consider the implications of competitive operations beyond their own job in an office. Examples include individuals who have formal or informal responsibility for the work of others, such as team leaders; senior administrative staff who must mentor others; individuals participating in a competitive systems and practices implementation team; and technical and administrative specialists who must integrate the application of their technical skills with the implementation of competitive systems and practices in the office and the organisation as a whole.

The unit includes checking that there is commitment to the implementation of competitive systems and practices and sufficient basic skills and knowledge held by employees in the office to allow implementation of competitive systems and practices.

This unit does not supply the detailed skills and knowledge in individual competitive systems and practices techniques but rather provides the overview skills across competitive systems and practices and techniques needed to lead an office implementation. In-depth skills and knowledge may be gained by completing other more specialist units.

This unit does not cover lean six sigma and proactive maintenance which may be required for particular organisations and offices. Specialist units of competency in these techniques are available.

This unit of competency covers the skills and knowledge required by individuals who are responsible for facilitating or leading the implementation of competitive systems and practices in an office or administration environment.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the ability to:

identify the scope of the services supplied by the office and the deliverables expected by customers

facilitate and motivate others in competitive systems and practices

identify barriers to implementation of competitive systems and practices in an office

communicate and gain support for changes made as a result of the implementation of the competitive systems and practices

review the implementation of changes.

Context of and specific resources for assessment

Assessment of performance must be undertaken in a workplace using or implementing one or more competitive systems and practices.

Access may be required to:

workplace procedures and plans relevant to work area

specifications and documentation relating to planned, currently being implemented, or implemented changes to work processes and procedures relevant to the assessee

documentation and information in relation to production, waste, overheads and hazard control/management

reports from supervisors/managers

case studies and scenarios to assess responses to contingencies.

Method of assessment

A holistic approach should be taken to the assessment.

Competence in this unit may be assessed by using a combination of the following to generate evidence:

demonstration in the workplace

workplace projects

suitable simulation

case studies/scenarios (particularly for assessment of contingencies, improvement scenarios, and so on)

targeted questioning

reports from supervisors, peers and colleagues (third-party reports)

portfolio of evidence.

In all cases it is expected that practical assessment will be combined with targeted questioning to assess underpinning knowledge.

Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate ethnicity, age, gender, demographics and disability.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and appropriate to the oracy, language and literacy capacity of the candidate and the work being performed.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

Required skills include:

facilitating goals, activities, communications and access to resources process mapping of typical office processes

solving problems

identifying waste (muda) in the office environment

data gathering and analysis

explaining and leading groups of office personnel in implementation of:

value stream mapping

5S

Just in Time

mistake proofing

process mapping

establishing customer pull

kaizen and kaizen blitz

setting of KPIs/metrics

identification and elimination of waste (muda)

communicating effectively in informal and formal meetings, and with personnel at all levels

providing effective feedback

transferring knowledge and skill through informal one-on-one mentoring

Required knowledge

Required knowledge includes:

information technology systems used in the office

principles of competitive systems and practices and their application to the office environment, including:

value stream mapping

5S

JIT

mistake proofing

process mapping

establishing customer pull

kaizen and kaizen blitz

setting of KPIs/metrics

identification and elimination of waste (muda)

monitoring and data gathering systems used by an organisation, such as customer relationship management (CRM) database, accounting packages, business intelligence or other office process related database programs and proprietary systems which are used within an organisation and which require office input

methods of gathering data against KPIs, for example:

waste walk

document tagging

tracking/log sheets

spaghetti diagrams

existing information technology and management systems

facilitation techniques to encourage team development and improvement

organisational policies, plans and procedures

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.

Competitive systems and practices

Competitive systems and practices may include, but are not limited to:

lean operations

agile operations

preventative and predictive maintenance approaches

monitoring and data gathering systems, such as CRM database, accounting packages, business intelligence or other office process-related database programs

statistical process control systems, including six sigma and three sigma

JIT, kanban and other pull-related operations control systems

supply, value, and demand chain monitoring and analysis

5S

continuous improvement (kaizen)

breakthrough improvement (kaizen blitz)

cause/effect diagrams

takt time

process mapping

problem solving

run charts

standard procedures

current reality tree

Competitive systems and practices should be interpreted so as to take into account:

the stage of implementation of competitive systems and practices

the size of the enterprise

the work organisation, culture, regulatory environment and the industry sector

Office

An office may include:

a physical location where information/ administrative/transaction based functions are conducted and documents stored either in hard copy or electronically, such as:

administration

ordering and quoting

sales and marketing

contracts and tendering

customer service

Office may also be applied to functions relevant to office responsibilities that are undertaken outside the physical office location, such as:

sales representatives placing orders remotely

employees working from home on office-related work

office-related access levels and processes given to non-employees (e.g.customers, suppliers and regulators)

Lead implementation

Leading implementation includes either:

having formal leadership responsibility, such as a team leader or

individuals who are required to have the ability to lead by example and mentor others, such as:

experienced or senior operators

specialists who must use their technical expertise to facilitate implementation of competitive systems and practices

Imposed exclusions

Imposed exclusions are wastes (muda) that are required but do not add value. They should be formally identified as muda in the competitive systems implementation. Examples include:

equipment excluded from efficiency or layout review because of budget constraints, licences, and so on

regulatory requirements that do not add value

enterprise requirements, policies or procedures beyond the influence of the team

Waste

Waste (also known as muda in the Toyota Production System and its derivatives) includes:

errors in documents or data

transport of documents

doing unnecessary work

waiting for the next process step

process of getting approvals

unnecessary motions

backlog in work queues

underutilised employees

too many signature/approval levels

unclear job descriptions

obsolete databases/files/folders

collecting unnecessary data

interruptions that do not add value

purchase orders not matching quotation

full or bulk printouts when partial printout would do

printing out when electronic files could serve the purpose

holding unnecessary stock of office supplies

generating reports that are not read

KPIs

KPIs may include metrics, such as:

process/cycle time, lead time, response time and value-add time

changeover time between different work processes

customer demand rates

inventory/work in progress/inbox

equipment/technology access and reliability

energy use

waste to landfill

percentage complete and accurate

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify office process links to other departments and external organisations 
Establish deliverables expected by internal and external customers, including regulators, if any 
Identify existing processes completely internal to the office 
Confirm management support and identify any imposed exclusions or limits to the office competitive systems and practices implementation process 
Identify any required budget and reporting processes 

Forms

Assessment Cover Sheet

MSS403006A - Facilitate implementation of competitive systems and practices in an office
Assessment task 1: [title]

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I declare that the assessment tasks submitted for this unit are my own work.

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Result: Competent Not yet competent

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Assessment Record Sheet

MSS403006A - Facilitate implementation of competitive systems and practices in an office

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

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