Required skills

Required skills include

implementing and monitoring defined quality system requirements

initiating continuous improvements within the work area

applying effective problem identification and problem solving techniques

strengthening customer service through a focus on continuous improvement

implementing monitoring and evaluating quality systems

gaining commitment of individualsteams to quality principles and practices

implementing effective communication strategies

encouraging ideas and feedback from team members when developing and refining techniques and processes

analysing training needs and implementing training programs

preparing and maintaining quality and audit documentation

Required knowledge

Required knowledge includes

communicationreporting protocols

continuous improvement principles

enterprise business goals and key performance indicators

enterprise information systems management

enterprise organisational structure delegations and responsibilities

policy and procedure development processes

relevant health safety and environment requirements

relevant national and international quality standards and protocols

standard operating procedures SOPs for the technical work performed in work area

the enterprise quality system

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

Assessors should ensure that candidates can

implement and monitor defined quality system requirements and initiate continuous improvements within the work area

apply effective problem identification and problem solving techniques

strengthen customer service through a focus on continuous improvement

implement monitor and evaluate quality systems in the work area

initiate quality processes to enhance the quality of performance of individuals and teams in the work area

gain commitment of individualsteams to quality principles and practices

implement effective communication strategies

encourage ideas and feedback from team members when developing and refining techniques and processes

analyse training needs and implement training programs

prepare and maintain quality and audit documentation

Context of and specific resources for assessment

This unit of competency should be assessed in a laboratory environment that either meets Australian standards for working laboratories or is accredited by NATA or the Royal College of Pathology as appropriateCompetency in this unit should be assessed over a sufficient period of time to enable the candidate to initiate and implement improvements

This unit of competency may be assessed with

MSLA Provide information to customers

MSL915001A Provide information to customers.

Resources may include

quality manuals and documentation

quality tools such as Pareto charts strengths weakness opportunities threats SWOT analysis and plan do check act PDCA

quality and customer data

Method of assessment

The following assessment methods are suggested

observation of the candidate leading a quality improvement team

review of verified reports of improvement initiatives andor projects conducted by the candidate

feedback from peers team members supervisors quality manager and customers

review of quality documentation prepared and maintained by the candidate

review of training places prepared by the candidate for personnel in the work area

review of audit processes and outcomes generated by the candidate

questions to assess underpinning knowledge of procedures and contingency management

In all cases practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency which are difficult to assess directly

Where applicable reasonable adjustment must be made to work environments and training situations to accommodate ethnicity age gender demographics and disability

Access must be provided to appropriate learning andor assessment support when required

The language literacy and numeracy demands of assessment should not be greater than those required to undertake the unit of competency in a work like environment

This competency in practice

Industry representatives have provided the case studies below to illustrate the practical application of this unit of competency and to show its relevance in a workplace setting

Manufacturing

The laboratory supervisor with a pharmaceutical company had participated in the production of a company wide quality manual This manual was distributed to the various work teams and an induction program for all workers was undertaken to familiarise them with the demands of the quality system A transient sharp improvement in laboratory operations was observed after which the quality metrics fell although not to prequality system levels The supervisor investigated this phenomenon and found that many of the analytical specifications determined by the company were detailed in the quality manual and nowhere else Put simply after an initial period during which laboratory personnel consulted the manual for guidance there was a tendency for the personnel to rely more on their memories and less on the manual The supervisor made it clear to personnel that guessing procedures and methodologies was unacceptable If they were uncertain of something they must consult the manual Awareness of this problem allowed the supervisor to be more vigilant in monitoring laboratory operations and personnel eventually developed the habit of referring to the manual as required A subsequent review of the manual went smoothly and efficiently The staff were familiar with the manuals strengths and shortcomings and had made annotations for improvements that were readily incorporated during the review

Environmental

Collection of botanical specimens for research purposes required personnel to record data at the time of collection in a prescribed format A quality audit conducted by the laboratory supervisor indicated that some documentation was incomplete The supervisor also found that sometimes documentation was completed later from memory rather than in the field The supervisor met with the collectors involved reinforced the enterprise protocols explained the importance of diligent record keeping in achieving valid research outcomes and gained a renewed commitment to quality from the personnel Subsequent quality audits indicated that the personnel had met their commitment and the research work was no longer jeopardised

Food processing

The laboratory supervisor of a food processing company had noted over recent years that the requests of some customers were virtually impossible to fulfil For example one customer wanted a bleached flour which had not undergone any chemical treatment or adulteration for a particular market niche Another customer wanted analytical results within an unrealistic timeframe While none of these requests had caused serious friction between the company and its customers the supervisor decided to take a proactive stance to address the not altogether unreasonable ignorance of some customers After consulting with the laboratory manager the supervisor invited all customers to tour the laboratory during which the aims and limitations of the analytical procedures were explained The tour gave customers the opportunity to assess their demands of the company and generate more realistic ideas for modifying the companys products to suit their needs The outcomes of this exercise were that companycustomer relations were improved the future expectations of some customers were more practical and the companys ongoing program of product improvement was facilitated by customer input

Codes of practice

Standards, codes, procedures and/or enterprise requirements

Quality audits

Communication

Reporting

Documentation

Occupational health and safety (OHS) and environmental management requirements