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Elements and Performance Criteria

1. Contribute to continuous improvement systems and processes
   • Team members are actively encouraged and supported to participate in decision making processes and to assume responsibility and exercise initiative
   • The organisation's continuous improvement processes are communicated to individuals and teams
   • Effective mentoring and coaching ensures that individuals/teams are able to support the organisation's continuous improvement processes
2. Monitor and report on specified outcomes
   • The organisation's systems and technology are used to monitor team progress and to identify ways in which planning and operations could be improved
   • Customer service is improved through continuous improvement techniques and processes
3. Support opportunities for further improvement
   • Agreed recommendations for improvements in achieving the business plan are communicated to team members
   • Work performance is documented and used to identify opportunities for further improvement
   • Records, reports and recommendations for improvement are maintained within the organisation's systems and processes

Required Skills

Not applicable

Evidence Required

The Evidence Guide provides advice to inform and support appropriate assessment of this unit It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package

Overview of Assessment Requirements

A person who demonstrates competence in this standard must be able to provide evidence that they are able to monitor and report on specified outcomes processes and procedures to improve performance they must also be able to support others to implement the continuous improvement systemprocesses and be able to identify and support opportunities for further improvement

Specific Evidence Requirements

Required knowledge and understanding include

relevant legislation from all levels of government that affects business operation especially in regard to occupational health and safety and environmental issues equal opportunity industrial relations and antidiscrimination

general understanding of the principles and techniques of

continuous improvement systems and processes

benchmarking

best practice

the benefits of continuous improvement

the quality approaches which the organisation may implement

the methods that can be used in continuous improvement

the barriers to continuous improvement

the organisations recording reporting and recommendation processes to facilitate continuous improvement

Required skills and attributes include

ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

functional literacy skills to access and use workplace information

research analysis interpretation and reporting skills

monitoring and evaluation skills

communication skills to

gain the commitment of individuals and teams to continuous improvement

deal with people openly and fairly

use consultation skills effectively

skills to consolidate opportunities for improvement

coaching and mentoring skills to provide support to colleagues

Key competencies or generic skills relevant to this unit

The seven key competencies represent generic skills considered essential for effective work participation Innovation skills represent a further area of generic competence The bracketed numbering indicates the performance level required in this unit

Level represents the competence to undertake tasks effectively

Level represents the competence to manage tasks

Level represents the competence to use concepts for evaluating and reshaping tasks The bulleted points provide examples of how the key competencies can be applied for this unit

Communicating ideas and information

liaising with individuals and work team to improve the organisations continuous improvement processes communicating the organisations continuous improvement processes

Collecting analysing and organising information

analysing data related to progress and improvement organising information in such a way that it is accessible to team members

Planning and organising activities

planning customer service improvements

Working in a team

obtaining team feedback on further improvement initiatives

Using mathematical ideas and techniques

completing calculations associated with work improvement

Solving problems

supporting and improving the organisations continuous improvement processes

Using technology

using technology to monitor team progress

Innovation skills

developing an innovative approach to participation in the continuous improvement system

Products that could be used as evidence include

documentation produced when supporting the organisations continuous improvement systems and processes such as

contributions to organisational policies and procedures

contributions to procedures and policies for dealing with continuous improvement processes and related codes of conduct

actions taken to address information collection retrieval and use in the workplace

actions taken to address issues and problems within work team

actions taken to address methods of reporting information

learning and development plans for team members

materials developed for coaching mentoring and training

induction programs developed andor delivered

actions taken to address internal and external information management issues

reviews of people management

advice and input into management decisions related to continuous improvement

records of people management lessons learned

Processes that could be used as evidence include

how team members were encouraged to participate in the decision making process

examples of how continuous improvement processes were communicated to all stakeholders

examples of how continuous improvement processes were supported

how technology was used to monitor operational progress

examples of how plans have been adjusted and communicated to all stakeholders

how team members were informed of improvementsinnovations

how work performance was documented to aid identification of further opportunities for improvement

how areas which have recorded improvements have been recorded

Resource implications for assessment include

access by the learner and trainer to appropriate documentation and resources normally used in the workplace

Validity and sufficiency of evidence requires

that this unit can be assessed in the workplace or in a closely simulated work environment

that where assessment is part of a learning experience evidence will need to be collected over a period of time involving both formative and summative assessment

that examples of actions taken by the candidate to support continuous improvement are provided

Integrated competency assessment means

that this unit should be assessed with other frontline management units taken as part of this qualification as applicable to the candidates leadership role in a work team and as part of an integrated assessment activity

The Evidence Guide provides advice to inform and support appropriate assessment of this unit It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package

Overview of Assessment Requirements

A person who demonstrates competence in this standard must be able to provide evidence that they are able to monitor and report on specified outcomes processes and procedures to improve performance they must also be able to support others to implement the continuous improvement systemprocesses and be able to identify and support opportunities for further improvement

Specific Evidence Requirements

Required knowledge and understanding include

relevant legislation from all levels of government that affects business operation especially in regard to occupational health and safety and environmental issues equal opportunity industrial relations and antidiscrimination

general understanding of the principles and techniques of

continuous improvement systems and processes

benchmarking

best practice

the benefits of continuous improvement

the quality approaches which the organisation may implement

the methods that can be used in continuous improvement

the barriers to continuous improvement

the organisations recording reporting and recommendation processes to facilitate continuous improvement

Required skills and attributes include

ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

functional literacy skills to access and use workplace information

research analysis interpretation and reporting skills

monitoring and evaluation skills

communication skills to

gain the commitment of individuals and teams to continuous improvement

deal with people openly and fairly

use consultation skills effectively

skills to consolidate opportunities for improvement

coaching and mentoring skills to provide support to colleagues

Key competencies or generic skills relevant to this unit

The seven key competencies represent generic skills considered essential for effective work participation Innovation skills represent a further area of generic competence The bracketed numbering indicates the performance level required in this unit

Level represents the competence to undertake tasks effectively

Level represents the competence to manage tasks

Level represents the competence to use concepts for evaluating and reshaping tasks The bulleted points provide examples of how the key competencies can be applied for this unit

Communicating ideas and information

liaising with individuals and work team to improve the organisations continuous improvement processes communicating the organisations continuous improvement processes

Collecting analysing and organising information

analysing data related to progress and improvement organising information in such a way that it is accessible to team members

Planning and organising activities

planning customer service improvements

Working in a team

obtaining team feedback on further improvement initiatives

Using mathematical ideas and techniques

completing calculations associated with work improvement

Solving problems

supporting and improving the organisations continuous improvement processes

Using technology

using technology to monitor team progress

Innovation skills

developing an innovative approach to participation in the continuous improvement system

Products that could be used as evidence include

documentation produced when supporting the organisations continuous improvement systems and processes such as

contributions to organisational policies and procedures

contributions to procedures and policies for dealing with continuous improvement processes and related codes of conduct

actions taken to address information collection retrieval and use in the workplace

actions taken to address issues and problems within work team

actions taken to address methods of reporting information

learning and development plans for team members

materials developed for coaching mentoring and training

induction programs developed andor delivered

actions taken to address internal and external information management issues

reviews of people management

advice and input into management decisions related to continuous improvement

records of people management lessons learned

Processes that could be used as evidence include

how team members were encouraged to participate in the decision making process

examples of how continuous improvement processes were communicated to all stakeholders

examples of how continuous improvement processes were supported

how technology was used to monitor operational progress

examples of how plans have been adjusted and communicated to all stakeholders

how team members were informed of improvementsinnovations

how work performance was documented to aid identification of further opportunities for improvement

how areas which have recorded improvements have been recorded

Resource implications for assessment include

access by the learner and trainer to appropriate documentation and resources normally used in the workplace

Validity and sufficiency of evidence requires

that this unit can be assessed in the workplace or in a closely simulated work environment

that where assessment is part of a learning experience evidence will need to be collected over a period of time involving both formative and summative assessment

that examples of actions taken by the candidate to support continuous improvement are provided

Integrated competency assessment means

that this unit should be assessed with other frontline management units taken as part of this qualification as applicable to the candidates leadership role in a work team and as part of an integrated assessment activity

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Range Statement

The Range Statement adds definition to the unit by elaborating critical or significant aspects of the performance requirements of the unit. The Range Statement establishes the range of indicative meanings or applications of these requirements in different operating contexts and conditions. The specific aspects which require elaboration are identified by the use of italics in the Performance Criteria.

Legislation, codes and national standards relevant to the workplace may include:

- award and enterprise agreements and relevant industrial instruments

- relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination

- relevant industry codes of practice

OHS considerations may include:

provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs

participation in the regular update of OHS systems and procedures

implementation of the continuous improvement processes of the OHS management system

changes to work practices, procedures and the working environment which impact on OHS organisation's responsibilities to customers and suppliers

Continuous improvement processes may include:

policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures

cyclical audits and reviews of workplace, team and individual performance

seeking and considering feedback from a range of stakeholders

modifications and improvements to systems, processes, services and products

evaluations and monitoring of effectiveness

Communicated may refer to:

verbal, written or electronic communications

on-the-job mentoring and coaching

Mentoring and coaching may refer to:

teaching another member of the team, usually focusing on a specific work task or skill

providing feedback, support and encouragement on a range of matters

providing assistance with problem solving

Systems may refer to:

organisation policies and procedures

web based communication devices

attendance at forums, meetings

newsletters and reports

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 or new clients

identifying needs and priorities in delivering a service to customers

understanding of different levels of customer satisfaction

Agreed recommendations may be:

identified improvements arising from the continuous improvement process

determined in accordance with organisational policies and procedures

The Range Statement adds definition to the unit by elaborating critical or significant aspects of the performance requirements of the unit. The Range Statement establishes the range of indicative meanings or applications of these requirements in different operating contexts and conditions. The specific aspects which require elaboration are identified by the use of italics in the Performance Criteria.

Legislation, codes and national standards relevant to the workplace may include:

- award and enterprise agreements and relevant industrial instruments

- relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination

- relevant industry codes of practice

OHS considerations may include:

provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs

participation in the regular update of OHS systems and procedures

implementation of the continuous improvement processes of the OHS management system

changes to work practices, procedures and the working environment which impact on OHS organisation's responsibilities to customers and suppliers

Continuous improvement processes may include:

policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures

cyclical audits and reviews of workplace, team and individual performance

seeking and considering feedback from a range of stakeholders

modifications and improvements to systems, processes, services and products

evaluations and monitoring of effectiveness

Communicated may refer to:

verbal, written or electronic communications

on-the-job mentoring and coaching

Mentoring and coaching may refer to:

teaching another member of the team, usually focusing on a specific work task or skill

providing feedback, support and encouragement on a range of matters

providing assistance with problem solving

Systems may refer to:

organisation policies and procedures

web based communication devices

attendance at forums, meetings

newsletters and reports

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 or new clients

identifying needs and priorities in delivering a service to customers

understanding of different levels of customer satisfaction

Agreed recommendations may be:

identified improvements arising from the continuous improvement process

determined in accordance with organisational policies and procedures

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