Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

MSS402053A Mapping and Delivery Guide
Participate in breakthrough improvements in an office

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency MSS402053A - Participate in breakthrough improvements in an office
Description This unit of competency covers the skills and knowledge required by office employees to participate in team activities to identify how to radically improve selected office processes and to implement and sustain the changes in their own work.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to an employee who will be participating in team projects that focus on making improvements to selected office-related processes to eliminate waste and improve value-add to the customer. The unit covers team members contributing to the breakthrough improvements based on knowledge of their own and the broader office functions and how they contribute to meeting customer requirements. This unit assumes that one or more processes in the office have been mapped and a target area for breakthrough improvement has been identified. The office environment may include administrative, transactional or service-based processes in or attached to a manufacturing organisation, within their value stream or similar environments, such as health care, education, financial, construction or Defence services.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Contribute to planning improvement events
  • Identify own role and functions and those of the broader office and how they contribute to value to the customer
  • Make suggestions for changes that might lead to improvements in the targeted process
  • Participate in team activities to identity breakthrough improvements to be implemented
  • Identify own project tasks and task sequencing for improvements
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 customer relationship management (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

Office may include:

a physical location or a remote or virtual location where information/administrative/transaction/service based functions are conducted

An office typically produces information and/or services as deliverables to internal or external customers and stores records in hard copy or electronically

Breakthrough improvement

A breakthrough improvement is one that delivers a better ratio of value-add to non-value add from the customer perspective. It is characterised by:

using a formal process

being a discrete targeted activity that is achieved in a relatively short timeframe

delivering significant level of improvement

Monitoring mechanisms

Monitoring mechanisms may include:

scheduled audits

regular monitoring and/or reporting activities

communications, such as standing items for team meetings

tracking and visual display of performance measures

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

under utilised 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

other activities which do not yield any benefit to the organisation or any benefit to the organisations customers

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

Required skills include:

communicating with others to clarify scope of breakthrough improvement activity, contribute suggestions for improvement and review results

visualising normal office procedures in terms of flow and contribution to customer benefit

planning and prioritising own tasks in implementation of breakthrough team activity

identifying office waste (muda)

reading and interpreting documents describing office procedures

recording activities and results against templates and other prescribed formats

working with others to solve problems

Required knowledge

Required knowledge includes:

how the targeted process contributes to value for the customer

standard office procedures within the targeted process for own activities and others in team

difference between continuous improvement and breakthrough improvement

breakthrough improvement techniques as is relevant to own job area

competitive systems and practices tools and techniques as applied in the office, for example:

value stream mapping

5S

Just in Time (JIT)

process mapping

establishing customer pull

key performance indicators/metrics

identification and elimination of waste (muda)

problem solving

A3 reporting

Plan, Do, Check, Act (PDCA)

methods of making/recommending improvements

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 customer relationship management (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

Office may include:

a physical location or a remote or virtual location where information/administrative/transaction/service based functions are conducted

An office typically produces information and/or services as deliverables to internal or external customers and stores records in hard copy or electronically

Breakthrough improvement

A breakthrough improvement is one that delivers a better ratio of value-add to non-value add from the customer perspective. It is characterised by:

using a formal process

being a discrete targeted activity that is achieved in a relatively short timeframe

delivering significant level of improvement

Monitoring mechanisms

Monitoring mechanisms may include:

scheduled audits

regular monitoring and/or reporting activities

communications, such as standing items for team meetings

tracking and visual display of performance measures

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

under utilised 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

other activities which do not yield any benefit to the organisation or any benefit to the organisations customers

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify own role and functions and those of the broader office and how they contribute to value to the customer 
Make suggestions for changes that might lead to improvements in the targeted process 
Participate in team activities to identity breakthrough improvements to be implemented 
Identify own project tasks and task sequencing for improvements 

Forms

Assessment Cover Sheet

MSS402053A - Participate in breakthrough improvements in an office
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

MSS402053A - Participate in breakthrough improvements in an office

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: