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Elements and Performance Criteria

  1. Establish scope of office processes to use be included in competitive systems integration

Required Skills

Required skills

Required skills include

facilitating goals activities communications and access to resources process mapping of typical office processes

solving problems

identifying waste muda in the office environment

data gathering and analysis

explaining and leading groups of office personnel in implementation of

value stream mapping

S

Just in Time

mistake proofing

process mapping

establishing customer pull

kaizen and kaizen blitz

setting of KPIsmetrics

identification and elimination of waste muda

communicating effectively in informal and formal meetings and with personnel at all levels

providing effective feedback

transferring knowledge and skill through informal oneonone mentoring

Required knowledge

Required knowledge includes

information technology systems used in the office

principles of competitive systems and practices and their application to the office environment including

value stream mapping

S

JIT

mistake proofing

process mapping

establishing customer pull

kaizen and kaizen blitz

setting of KPIsmetrics

identification and elimination of waste muda

monitoring and data gathering systems used by an organisation such as customer relationship management CRM database accounting packages business intelligence or other office process related database programs and proprietary systems which are used within an organisation and which require office input

methods of gathering data against KPIs for example

waste walk

document tagging

trackinglog sheets

spaghetti diagrams

existing information technology and management systems

facilitation techniques to encourage team development and improvement

organisational policies plans and procedures

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the ability to

identify the scope of the services supplied by the office and the deliverables expected by customers

facilitate and motivate others in competitive systems and practices

identify barriers to implementation of competitive systems and practices in an office

communicate and gain support for changes made as a result of the implementation of the competitive systems and practices

review the implementation of changes

Context of and specific resources for assessment

Assessment of performance must be undertaken in a workplace using or implementing one or more competitive systems and practices

Access may be required to

workplace procedures and plans relevant to work area

specifications and documentation relating to planned currently being implemented or implemented changes to work processes and procedures relevant to the assessee

documentation and information in relation to production waste overheads and hazard controlmanagement

reports from supervisorsmanagers

case studies and scenarios to assess responses to contingencies

Method of assessment

A holistic approach should be taken to the assessment

Competence in this unit may be assessed by using a combination of the following to generate evidence

demonstration in the workplace

workplace projects

suitable simulation

case studiesscenarios particularly for assessment of contingencies improvement scenarios and so on

targeted questioning

reports from supervisors peers and colleagues thirdparty reports

portfolio of evidence

In all cases it is expected that practical assessment will be combined with targeted questioning to assess underpinning knowledge

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

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and appropriate to the oracy language and literacy capacity of the candidate and the work being performed


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.

Competitive systems and practices

Competitive systems and practices may include, but are not limited to:

lean operations

agile operations

preventative and predictive maintenance approaches

monitoring and data gathering systems, such as CRM database, accounting packages, business intelligence or other office process-related database programs

statistical process control systems, including six sigma and three sigma

JIT, kanban and other pull-related operations control systems

supply, value, and demand chain monitoring and analysis

5S

continuous improvement (kaizen)

breakthrough improvement (kaizen blitz)

cause/effect diagrams

takt time

process mapping

problem solving

run charts

standard procedures

current reality tree

Competitive systems and practices should be interpreted so as to take into account:

the stage of implementation of competitive systems and practices

the size of the enterprise

the work organisation, culture, regulatory environment and the industry sector

Office

An office may include:

a physical location where information/ administrative/transaction based functions are conducted and documents stored either in hard copy or electronically, such as:

administration

ordering and quoting

sales and marketing

contracts and tendering

customer service

Office may also be applied to functions relevant to office responsibilities that are undertaken outside the physical office location, such as:

sales representatives placing orders remotely

employees working from home on office-related work

office-related access levels and processes given to non-employees (e.g.customers, suppliers and regulators)

Lead implementation

Leading implementation includes either:

having formal leadership responsibility, such as a team leader or

individuals who are required to have the ability to lead by example and mentor others, such as:

experienced or senior operators

specialists who must use their technical expertise to facilitate implementation of competitive systems and practices

Imposed exclusions

Imposed exclusions are wastes (muda) that are required but do not add value. They should be formally identified as muda in the competitive systems implementation. Examples include:

equipment excluded from efficiency or layout review because of budget constraints, licences, and so on

regulatory requirements that do not add value

enterprise requirements, policies or procedures beyond the influence of the team

Waste

Waste (also known as muda in the Toyota Production System and its derivatives) includes:

errors in documents or data

transport of documents

doing unnecessary work

waiting for the next process step

process of getting approvals

unnecessary motions

backlog in work queues

underutilised employees

too many signature/approval levels

unclear job descriptions

obsolete databases/files/folders

collecting unnecessary data

interruptions that do not add value

purchase orders not matching quotation

full or bulk printouts when partial printout would do

printing out when electronic files could serve the purpose

holding unnecessary stock of office supplies

generating reports that are not read

KPIs

KPIs may include metrics, such as:

process/cycle time, lead time, response time and value-add time

changeover time between different work processes

customer demand rates

inventory/work in progress/inbox

equipment/technology access and reliability

energy use

waste to landfill

percentage complete and accurate