Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

Required Skills

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

brief staff members through clear and direct communication

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

negotiation skills

problem solving

planning skills

setting benchmarks for operational quality

structuring existing training to support standards

leadership skills

literacy and numerical skills in regard to

feedback and reporting mechanisms

ability to acquire and interpret required data

data analysis and manipulation

researching and resourcing information

The following knowledge must be assessed as part of this unit

current practice systems and structures

sources of relevant benchmarking data

methods of selecting relevant key benchmarking indicators

quality concepts and principles and quality tools

relationship between benchmarking quality improvement and best practice

relationship between process improvement profitability performance and productivity

quality organisations and regimes

industry organisations

government and regulatory requirements for quality endorsement or certification

international quality systems

internal and external quality systems

relevant sources of information on product and supply arrangements for customers

business policy and procedures affecting job role or function

OHS aspects of job

relevant consumer law commercial law and legislation

Evidence Required

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

uses benchmark information to improve work group performance and operational systems

applies and documents benchmarking and auditing procedures including consultative processes underpinning quality and best practice systems

prepares and executes an audit of work practices and systems within a specific work group context

utilises internal and external benchmarks to confirm current performance levels

continuous improvement processes within an operational area against agreed benchmarks and an agreed timeframe

develops and implements customer satisfaction measurement and monitoring systems

effective communication of measurement and monitoring systems to relevant personnel

Context of and specific resources for assessment

Assessment must ensure access to

a wholesale work environment

relevant documentation such as

policy and procedures manuals

relevant legislative information

a range of communication equipment

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

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 in the performance criteria is detailed below.

Benchmarks for operational quality may include consideration of:	business profitability best practice parameters service standards forecasts.

Business outcomes may include:	key performance indicators strategic objectives price market and sales indicators brand value quality standards and criteria performance benchmarks milestones.

Customers may include:	new or repeat contacts businesses or individuals internal and external contacts customers with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Benchmarking exercises may include consideration of:	personnel productivity revenue and expenses services offered production indicators customer demographics customer satisfaction factors compliance factors.

Means to measure quality may include:	seven tools of quality internal or business-endorsed measurement devises and systems tools associated with an approach that involves quality.

Staff members may include:	full-time, part-time or casual staff staff under contract people with varying degrees of language and literacy people from a range of cultural, social and ethnic backgrounds people with a range of responsibilities and job descriptions.

Problem-solving tools may include:	routine procedures manufacturer recommendations lateral thinking referral to operator, manager, specialist or expert.

Training may include:	formal training or education informal learning coaching and mentoring job rotation information seminars on-line learning conferences.

Information sources may include:	observation sales data appropriate questioning.

Customer needs and expectations may relate to:	product type brand size product characteristics customer physical needs price.

Customer service strategies may include:	add-on or complementary products and services delivery and installation warranties and guarantees returns policies technical support financial products and services customer reward schemes dealing with difficult customers.

Service value chain may include:	suppliers into the wholesale business: internally to business customers to customers of business customers to individual or direct customers.