This unit replaces BSBFLM309A Support continuous improvement systems and processes.

Frontline managers have an active role in supporting continuous improvement processes in achieving the organisation's objectives. Their position, closely associated with the creation and delivery of products and services, means that they have an important responsibility in influencing the ongoing development of the organisation.

At this level, work will normally be carried out within known routines, methods and procedures, and may also involve a number of complex or non-routine activities that require some discretion and judgement.

Consider co-assessment with BSBFLM305C Support operational plan, BSBFLM312C Contribute to team effectiveness, BSBCUS301A Deliver and monitor a service to customers, BSBCMN311B Maintain workplace safety, and BSBFLM311C Support a workplace learning environment.

ELEMENT

PERFORMANCE CRITERIA

1. Contribute to continuous improvement systems and processes

1.1. Actively encourage and support team members to participate are in decision making processes and to assume responsibility and exercise initiative

1.2. Communicate the organisation's continuous improvement processes to individuals and teams

1.3. Effectively utilise mentoring and coaching to ensure that individuals/teams are able to support the organisation's continuous improvement processes

2. Monitor and report on specified outcomes

2.1. Utilise the organisation's systems and technology to monitor team progress and to identify ways in which planning and operations could be improved

2.2. Apply continuous improvement techniques and processes to improve customer service

3. Support opportunities for further improvement

3.1. Communicate agreed recommendations for improvements in achieving the business plan to team members

3.2. Document and use work performance to identify opportunities for further improvement

3.3. Maintain records, reports and recommendations for improvement within the organisation's systems and processes

Required skills

ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

functional literacy skills to access and use workplace information

research, analysis, interpretation and reporting skills

monitoring and evaluation skills

communication skills to:

gain the commitment of individuals and teams to continuous improvement

deal with people openly and fairly

use consultation skills effectively

skills to consolidate opportunities for improvement

coaching and mentoring skills to provide support to colleagues

Required knowledge

legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

principles and techniques of:

continuous improvement systems and processes

benchmarking

best practice

benefits of continuous improvement

quality approaches which the organisation may implement

methods that can be used in continuous improvement

barriers to continuous improvement

recording, reporting and recommendation processes to facilitate continuous improvement applied within the organisation

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the following is essential:

examples of actions taken by the candidate to support continuous improvement including:

use of work performance to identify improvement

adjusted plans to reflect changes

effective communication to all stakeholders

use of technology to monitor operational progress

application of suitable recordkeeping processes.

Context of and specific resources for assessment

Assessment must ensure:

access by the learner and trainer to appropriate documentation and resources normally used in the workplace

that this unit is assessed in the workplace or in a closely simulated work environment.

Method of assessment

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

Direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

Review of records supporting the organisation's continuous improvement systems and processes, such as:

contributions to organisational policies and procedures

contributions to procedures and policies for dealing with continuous improvement processes, and related codes of conduct

actions taken to address information collection, retrieval and use in the workplace

actions taken to address issues and problems within work team

actions taken to address methods of reporting information

learning and development plans for team members

materials developed for coaching, mentoring and training

induction programs developed and/or delivered

actions taken to address internal and external information management issues

reviews of people management

advice and input into management decisions related to continuous improvement

records of people management lessons learned.

Guidance information for assessment

This unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team, and as part of a holistic assessment activity.

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.

Legislation, codes and national standards relevant to the workplace may include:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice.

OHS considerations may include:

provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs

participation in the regular update of OHS systems and procedures

implementation of the continuous improvement processes of the OHS management system

changes to work practices, procedures and the working environment which impact on OHS

organisation's responsibilities to customers and suppliers.

Methods used to communicate with individuals and team may include:

verbal, written or electronic communications

on-the-job mentoring and coaching.

Continuous improvement processes may include:

policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures

cyclical audits and reviews of workplace, team and individual performance

seeking and considering feedback from a range of stakeholders

modifications and improvements to systems, processes, services and products

evaluations and monitoring of effectiveness.

Mentoring and coaching may refer to:

teaching another member of the team, usually focusing on a specific work task or skill

providing feedback, support and encouragement on a range of matters

providing assistance with problem solving.

Systems may include:

organisation policies and procedures

web based communication devices

attendance at forums, meetings

newsletters and reports.

Technology may include:

computerised systems and software such as databases, project management and word-processing

telecommunications devices

any other technology used to carry out work roles and responsibilities.

Customer service may be:

internal or external, to existing or new clients

identifying needs and priorities in delivering a service to customers

understanding of different levels of customer satisfaction.

Agreed recommendations may be:

identified improvements arising from the continuous improvement process

determined in accordance with organisational policies and procedures

Unit sector

Management and leadership - Frontline Management

This unit contains employability skills.