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.
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Monitor and improve workplace operations. | 1.1.Monitor efficiency and service levels through close contact with day-to-day operations. 1.2.Ensure workplace operations support overall organisational goals and quality assurance initiatives. 1.3.Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals. 1.4.Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations. 1.5.Provide feedback to colleagues and management to inform future planning. 1.6.Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation. 1.7.Assess and respond to opportunities to improve sustainability of day-to-day operations. |
2. Plan and organise workflow. | 2.1.Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints. 2.2.Delegate work according to principles of delegation. 2.3.Assess workflow and progress against agreed objectives and timelines. 2.4.Assist colleagues in prioritising workload through supportive feedback and coaching. 2.5.Provide timely input to appropriate management regarding staffing needs. |
3. Monitor and support team members. | 3.1.Monitor team and individual performance against agreed goals and objectives. 3.2.Proactively share information, knowledge and experiences with team members. 3.3.Challenge and test ideas within the team in a positive and collaborative way. 3.4.Provide feedback, coaching and support to team members. 3.5.Complete and submit organisation records as required. |
4. Solve problems and make decisions. | 4.1.Identify and analyse workplace problems from an operational and customer service perspective. 4.2.Initiate short-term actions to resolve immediate problems where appropriate. 4.3.Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues. 4.4.Where a team member raises a problem, encourage individual participation in solving it. 4.5.Take follow-up action to monitor effectiveness of solutions. |
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies:
delays and time difficulties
difficult customer service situations
equipment breakdown or technical failure
financial resources
staffing levels and skill profiles
rostering requirements
staff performance
procedural requirements
product development and marketing
monitor and respond to team-based operational and service issues during the above operation or activity
complete each of the following organisational records for the above operation or activity:
performance reports
staff records.
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
work organisation and planning methods appropriate to the industry sector
leadership and management roles and responsibilities in the relevant industry sector
operational functions in the relevant industry sector
procedures and systems to support work operations:
administration
health and safety
human resources
service standards
technology
work practices
concepts of quality assurance and how it is managed and implemented in the workplace
sustainability considerations for frontline operational management:
relationship between operational efficiency and financial sustainability
ways of minimising waste in the relevant work context
social responsibilities of the operation
time management principles and their application to leaders and managers for planning own work and the work of others
principles of effective delegation and delegation techniques in a frontline management context:
clear communication of what is required
gaining commitment
no undue interference
regular reporting
selecting the right person
problem-solving and decision making processes and techniques and their application to typical workplace issues
industrial or legislative issues that affect short-term work organisation appropriate to the industry sector:
relationship of relevant industrial awards to hours and conditions of work
ensuring systems and procedures meet work health and safety requirements.
Skills must be demonstrated in a business operation or activity in any industry where the individual can monitor work activities. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
organisational documents and templates:
performance reports
rosters
staff reports
a team for whom the individual can plan and organise workflow; this can be:
teams in an industry workplace who are assisted by the individual during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.