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

SIRXQUA006A Mapping and Delivery Guide
Benchmark and continuously improve operational quality

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SIRXQUA006A - Benchmark and continuously improve operational quality
Description This unit describes the performance outcomes, skills and knowledge required to benchmark, audit and monitor the continuous improvement of wholesale processes and service systems to attain best practice in service quality.
Employability Skills The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit applies to senior personnel. It involves researching best practice, setting benchmarks for customer service performance and business operational systems; and developing and implementing auditing, recording and continuous improvement mechanisms.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Quality and Innovation
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: Benchmark best practice performance.
  • Set benchmarks for operational quality.
  • Confirm requirement for achieving best practice outcomes.
  • Differentiate customer service and operational quality benchmarks.
  • Use benchmarking exercises to stimulate staff learning and understanding.
  • Compare and contrast internal and external benchmarking processes.
       
Element: Audit process quality improvement.
  • Determine key means to measure quality for all wholesale processes and systems.
  • Determine measures for benchmarking quality in a given process.
  • Establish audit trail for measuring and mapping quality improvement.
  • Audit compliance with quality targets and benchmarks.
       
Element: Improve wholesale processes.
  • Determine measures for quality improvement.
  • Regularly brief staff members on work goals, plans and operational issues to minimise role ambiguity and uncertainty.
  • Establish analytical tools for measuring quality improvement within a business context.
  • Use quality problem-solving tools to promote qualitative and quantitative solutions.
  • Structure existing training to support service standards that improve department supply, display and post-sales support.
       
Element: Monitor quality improvement for a wholesale process.
  • Allocate individual and team responsibilities for achieving quality outcomes.
  • Allocate responsibilities for improvement and identification of problems with process quality.
  • Establish ongoing monitoring systems for quality improvement programs.
  • Evaluate quality improvement management and implementation strategy.
  • Establish feedback and reporting mechanisms on deviation from target (variation).
       
Element: Monitor customer service quality for a wholesale business.
  • Determine information sources on customer satisfaction levels.
  • Devise strategies for managing customer needs and expectations for business to business and business to end consumers.
  • Ensure customer service strategies deliver business to business and business to end consumer needs and expectations.
  • Map service value chain for a wholesale business.
  • Devise service quality measures for customer retention and retrieval strategies (in terms of cost, time or quality requirements).
       
Element: Improve service quality.
  • Improve customer retention and retrieval.
  • Improve customer satisfaction levels through use of ongoing monitoring systems.
  • Achieve service quality benchmarks.
       


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 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 Training Package.

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

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

third-party reports from a supervisor

review of portfolios of evidence

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job 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.


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.

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 non-verbal 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.

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.

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
Set benchmarks for operational quality. 
Confirm requirement for achieving best practice outcomes. 
Differentiate customer service and operational quality benchmarks. 
Use benchmarking exercises to stimulate staff learning and understanding. 
Compare and contrast internal and external benchmarking processes. 
Determine key means to measure quality for all wholesale processes and systems. 
Determine measures for benchmarking quality in a given process. 
Establish audit trail for measuring and mapping quality improvement. 
Audit compliance with quality targets and benchmarks. 
Determine measures for quality improvement. 
Regularly brief staff members on work goals, plans and operational issues to minimise role ambiguity and uncertainty. 
Establish analytical tools for measuring quality improvement within a business context. 
Use quality problem-solving tools to promote qualitative and quantitative solutions. 
Structure existing training to support service standards that improve department supply, display and post-sales support. 
Allocate individual and team responsibilities for achieving quality outcomes. 
Allocate responsibilities for improvement and identification of problems with process quality. 
Establish ongoing monitoring systems for quality improvement programs. 
Evaluate quality improvement management and implementation strategy. 
Establish feedback and reporting mechanisms on deviation from target (variation). 
Determine information sources on customer satisfaction levels. 
Devise strategies for managing customer needs and expectations for business to business and business to end consumers. 
Ensure customer service strategies deliver business to business and business to end consumer needs and expectations. 
Map service value chain for a wholesale business. 
Devise service quality measures for customer retention and retrieval strategies (in terms of cost, time or quality requirements). 
Improve customer retention and retrieval. 
Improve customer satisfaction levels through use of ongoing monitoring systems. 
Achieve service quality benchmarks. 

Forms

Assessment Cover Sheet

SIRXQUA006A - Benchmark and continuously improve operational quality
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Assessment Record Sheet

SIRXQUA006A - Benchmark and continuously improve operational quality

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