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Elements and Performance Criteria

1. Identify opportunities for improvement.
   • Work practices and procedures are analysed to determine opportunities for improvement.
   • Information is gathered and organised in a format suitable for analysis using business equipment and technology.
   • Consultative processes are used to actively encourage feedback from colleagues and clients in order to identify opportunities for improvement.
   • Opportunities for improvement are assessed against organisational business goals and objectives.
2. Determine change requirements.
   • Purpose of change, objectives and timelines are established.
   • Risk factors likely to affect change are analysed to identify potential constraints.
   • Improvement plan is developed that details a range of suitable activities that reflect change requirements.
   • Roles, responsibilities and accountabilities for the change process are established according to improvement plan.
   • Communication channels are used to clearly promote objectives of change to relevant people.
3. Implement and monitor change processes.
   • Leadership styles and methods are used to provide clear direction and support to individuals and teams throughout change process.
   • Future support services required for change processes are identified and delivery is planned.
   • Suitable organisational systems and technology are used to monitor change processes systematically to ensure consistency with improvement plan.
   • Feedback on change processes is obtained and analysed.
   • Evidence and information on impact of change are documented and reported.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
Work practices and procedures must include at least three of the following:	conducting appraisals conducting meetings engaging clients implementing, promoting and reviewing processes listing properties managing common property managing facilities managing strata schemes marketing properties promoting the organisation and its services providing support within the organisation securing customers selling techniques staff training undertaking research undertaking routine functions working with owners corporations in strata schemes.
Opportunities for improvement must include at least four of the following:	education and training energy conservation innovative product or service innovative work practices investment strategies marketing, including use of social media new markets online business expansion pricing strategies recycling and reusing materials redesign business process review financial performance take on a mentor or business coach use of new technologies waste reduction work experience, exchange and opportunities.

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Performance Evidence

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also research and implement two different improvement processes that reduce costs and improve quality services in one of the following property-related organisations:

education and training

energy conservation

innovative product or service

innovative work practices

investment strategies

marketing, including use of social media

new markets

online business expansion

pricing strategies

recycling and reusing materials

redesign business process

review financial performance

take on a mentor or business coach

use of new technologies

waste reduction

work experience, exchange and opportunities.

In doing the above, the person must:

assess opportunities for improvement against business goals and objectives

identify opportunities for improving processes through an accurate assessment of work practices, information gathering and consultation

determine change requirements through development of an improvement plan incorporating an analysis of risk

apply knowledge of organisation’s practices, ethical standards and legislative requirements associated with researching and implementing improvement processes to reduce costs and improve quality services

implement and monitor change using organisational systems and technology, and documenting and reporting the results.

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Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

common effects of change and innovation in the workplace

industrial and organisational context of change

limitations of own work role, responsibilities and professional abilities

organisational policies, plans, procedures and structure relating to promoting process improvements

principles and techniques for goal setting and recording priorities

principles of negotiation

processes for interpreting and applying feedback in a change management process

process improvement principles

key requirements of federal, state or territory legislation and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

industrial relations

privacy

property sales, leasing and management

work health and safety (WHS).

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