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Elements and Performance Criteria

  1. Implement continuous improvement systems and processes
  2. Monitor and review performance
  3. Provide opportunities for further improvement

Evidence Required

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 systemprocesses and to identify and report opportunities for further improvement

knowledge of principles and techniques associated with continuous improvement systems and processes

Context of and specific resources for assessment

Assessment must ensure

access to appropriate documentation and resources normally used in the workplace

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

assessment of written reports

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob 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 organisations continuous improvement processeswascommunicated 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 for example

other units from the Certificate IV in Frontline Management


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, meetings

newsletters and reports

organisational policies and procedures

web-based communication devices

Participation in decision making processes may include:

feedback in relation to outcomes of the consultative process

processes which ensures all 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 Standardization for Organization (ISO)

modifications and improvements to systems, processes, services and products

policies and procedures which 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

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 to ensure that team members are informed of savings and productivity/service improvements may refer to:

email/intranet, newsletters or other communication devices

newsletters and bulletins

staff reward mechanisms

team meetings