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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to interpret quality metrics identify issues root causes and identify the need for improvement processes

communication skills to

negotiate and establish stakeholder expectations and gather quality requirements

facilitate problemsolving workshops

literacy skills to

develop quality plans

review recommendations and reports

numeracy skills to develop costbenefit analyses

projectmanagement skills to develop a life cycle process

Required knowledge

problemsolving tools and techniques

projectmanagement roles and responsibilities

quality improvement processes and methodology

quality management theory techniques tools and methodologies

relevant quality standards

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 ability to

identify and implement appropriate quality management processes within a complex IT project

Context of and specific resources for assessment

Assessment must ensure access to

appropriate learning and assessment support when required

modified equipment for people with special needs

appropriate simulated or real organisation and suitable IT project

facilities suitable for holding quality assurance problemsolving workshops

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

direct observation of the candidate carrying out project work

verbal or written questioning to assess required knowledge and skills

review of reports plans and documents

review of a portfolio of the project work undertaken

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended where appropriate

Assessment processes and techniques must be culturally appropriate and suitable to the communication skill level language literacy and numeracy capacity of the candidate and the work being performed

Indigenous people and other people from a nonEnglish speaking background may need additional support

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge

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.

Quality requirements may include:	negotiated trade-offs between cost, schedule and performance as these relate to implementation of quality processes quality aspects that may impact on customer satisfaction requirements from the client and other stakeholders.
Quality standards may refer to:	ISO 10006:2003, which provides guidance on the application of quality management in projects and other recognised standards and guidelines national and international standards, such as ISO 9004:2008 and 9004:2009 for guidance on implementing continual improvement processes and quality of product and service delivery recognised industry best practices.
Quality assurance processes refer to:	procedures and processes implemented to ensure agreed quality outcomes based on the specific needs of the project.
Quality control may relate to:	monitoring compliance with best practice, standards, requirements and solution specifications monitoring the results of regular quality assurance processes, including audits or inspections by internal or external agents recommending continual improvement activities recommending ways to eliminate root causes of unsatisfactory performance of processes or products.
Quality baselines may include:	standard by which quantitative values captured via quality metrics are compared to, such as stakeholder satisfaction index, which must remain above 90%.
Quality-control metrics relate to:	measures that have been developed to allow quantitative evaluation of the relative performance of specific processes, activities and outcomes over time defect density schedule variance stakeholder satisfaction index training effectiveness.
Quality-management tools may include:	benchmarking brainstorming charting processes control charts cost-benefit analysis flowcharts group work activities histograms Pareto charts processes that limit or indicate variation ranking candidates run charts scattergrams statistical methods.