This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills to

report improvements

communicate performance and seek feedback through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

teamwork and leadership skills

literacy and numeracy skills in regard to

monitoring supply of products and services

developing and applying tools for analysing and measuring quality

evaluating performance and quality outcomes

generating reports

time management and planning

prioritising work schedule

The following knowledge must be assessed as part of this unit

quality improvement concepts principles philosophies and practices

methods and techniques in interpersonal communication

common types of teams

comparative approaches to achieve quality outcome

tools used to measure quality improvement in a range of contexts

objectives and key principles of quality improvement approaches

alternative approaches to quality

essential features of a quality system or approach

information sources on product and supply arrangements for customers

business policy and procedures regarding

quality control

performance assessment

reporting

quality standards and benchmarks

quality systems and standards organisations

OHS aspects of job

relevant legislation

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

identifies and utilises the appropriate quality tool to use when measuring a given situation

applies quality concepts and principles to work practices

provides evidence of quality and timeliness of task performance over time by generating practical uptodate quality assurance manuals

documentary evidence of efforts to assure quality including audits compliance reports quality reviews work instructions and team communication tools

effective communication of quality process information to relevant management and team members

Context of and specific resources for assessment

Assessment must ensure access to

a wholesale work environment

relevant documentation such as

store policy and procedures manuals

relevant legislative information

a range of communication equipment

a work team

Methods of assessment

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

observation of performance in the workplace

thirdparty reports from a supervisor

review of portfolios of evidence

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

Disruptions may include:

Information may be reported:

Tools for measuring quality may include:

Quality standards may relate to:

Workgroups and teams may include:

Approaches and procedures may include:

Feedback may be sought and given:

Staff may include: