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Elements and Performance Criteria

  1. Monitor and improve workplace operations.
  2. Plan and organise workflow.
  3. Maintain workplace records.
  4. Solve problems and make decisions.

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

problemsolving skills to anticipate and respond to a wide range of unpredictable problems and situations at an operational level

communication and leadership skills to provide positive support to a team

literacy skills to interpret and develop wideranging workplace documentation

numeracy skills to develop schedules and timelines

The following knowledge must be assessed as part of this unit

leadership and management roles and responsibilities within the relevant industry sector

key concepts of quality assurance and how it is managed and implemented in the workplace

typical work organisation and work planning methods appropriate to the industry sector

time management principles and their application to leaders and managers

principles of effective delegation

problemsolving and decision making processes and techniques and their application to typical workplace issues

features of relevant recordkeeping systems appropriate to the industry sector

industrial or legislative issues that affect shortterm work organisation appropriate to the industry sector

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

ability to monitor effectively and respond to a range of common operational and service issues in the workplace

understanding of the role of staff involved in workplace monitoring

knowledge of quality assurance workflow planning delegation and problemsolving required in a frontline management role

project or work activities conducted over an operationally realistic period of time so that the planning evaluation and monitoring aspects of this unit can be assessed

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills in a fully operational situation project or permanent working environment including involvement of a team for which the candidate is able to plan and organise workflow

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

evaluation of a project or work activity conducted by the candidate

evaluation of reports prepared by the candidate detailing the methods used to monitor a given project or activity

case studies and problemsolving exercises to assess ability to develop approaches to different workplace situations and problems

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

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 with other relevant units that make up the skill set or qualification and in the context of the job role


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.

Quality assurance initiatives may be:

formal

informal.

Procedures and systems may relate to:

service standards

work practices

use of technology

administrative standards and procedures

health and safety issues.

Principles of delegation may relate to:

knowledge of team strengths and weaknesses

knowledge of context-specific factors, such as resource constraints

self-knowledge

communication

evaluation.

Workplace records may include:

staff records

regular performance reports.

Workplace problems may include:

difficult customer service situations

equipment breakdown or technical failure

failure to deliver promised service to customers

procedural inadequacies or failures

unrealistic or impractical product development or marketing resulting in operational difficulties

inadequate staffing

poor rostering

inadequate financial resources

delays and time difficulties.