This unit applies to frontline managers who have an active role in planning and monitoring a continuous improvement process to achieve an organisation's objectives. Their position, closely associated with the creation and delivery of products and services, means that they have an important role in influencing the ongoing development of the organisation.

At this level, work will normally be carried out using routine and non-routine methods and procedures, which require planning and evaluation, and leadership and guidance of others.

ELEMENT

PERFORMANCE CRITERIA

1. Plan continuous improvement systems and processes

1.1. Plan systems according to organisational policy to ensure that individuals and teams are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative

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

1.3. Ensure effective mentoring and coaching allow individuals and teams to implement the organisation's continuous improvement processes

1.4. Support efforts to enhance sustainable and environmentally friendly work practices in accordance with the organisation's continuous improvement processes

2. Monitor and review performance

2.1. Use the organisation's systems and technology according to agreed operational processes to monitor and review progress and to identify ways in which planning and operations could be improved

2.2. Improve customer service through continuous improvement techniques and processes according to the requirements of the organisation's continuous improvement systems and processes

2.3. Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation

3. Provide opportunities for further improvement

3.1. Implement processes to ensure that team members are informed of savings and productivity or service improvements in line with the requirements of the business plan

3.2. Record work performance to assist in identifying further opportunities for improvement following agreed organisational record keeping processes

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

Required skills

communication skills to gain the commitment of individuals and teams to continuously improve

innovation skills to design better ways of performing work

learning skills to coach and mentor team members, using a range of methods to cater for different learning styles

problem-solving skills to develop practical and innovative solutions

teamwork skills to implement continuous improvement within a team

Required knowledge

principles and techniques associated with:

benchmarking

best practice

change management

continuous improvement systems and processes

quality systems

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:

taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance

supporting others to implement the continuous improvement system and processes, and to identify and report opportunities for further improvement.

Context of and specific resources for assessment

Assessment must ensure access to appropriate documentation and resources normally used in the workplace.

Method of assessment

The following assessment methods are appropriate for this unit:

assessment of reports

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

observation of presentations

oral or written questioning to assess knowledge of principles and techniques associated with change management

review of how the organisation's continuous improvement processes were communicated to individuals and teams

review of documentation of work performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Systems may refer to:

forums and meetings

newsletters and reports

organisational policies and procedures

electronic communication devices.

Participation in decision-making processes may include:

feedback in relation to outcomes of the consultative process

processes that ensure employees have the opportunity to contribute to organisational issues.

Continuous improvement processes may include:

cyclical audits and reviews of workplace, team and individual performance

evaluations and monitoring of effectiveness

implementation of quality systems, such as International Organization for Standardization (ISO)

modifications and improvements to systems, processes, services and products

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

seeking and considering feedback from a range of stakeholders.

Mentoring and coaching may refer to:

providing assistance with problem solving

providing feedback, support and encouragement

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

Sustainable and environmentally friendly work practices may refer to:

addressing environmental and resource sustainability initiatives, such as environmental management systems, action plans, green office programs, surveys and audits

applying the waste management hierarchy in the workplace

complying with regulations and corporate social responsibility considerations for sustainability to enhance the organisation's standing in business and community environments

determining organisation's most appropriate waste treatment, including waste to landfill, recycling, re-use, recoverable resources and wastewater treatment

implementing ecological footprinting

implementing environmental management systems, e.g. ISO 14001:1996 Environmental management systems life cycle analyses

implementing government initiatives, e.g. Australian government's Greenhouse Challenge Plus

improving resource and energy efficiency

initiating and maintaining appropriate organisational procedures for operational energy consumption

introducing a green office program (a cultural change program)

introducing green purchasing

introducing national and international reporting initiatives, e.g. Global Reporting Initiative

introducing product stewardship

reducing emissions of greenhouse gases

reducing use of non-renewable resources

referencing standards, guidelines and approaches, such as sustainability covenants and compacts or triple bottom line reporting

supporting sustainable supply chain.

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, new or potential clients.

Processes may refer to:

email, intranet, or other digital communication devices

newsletters and bulletins

staff reward mechanisms

team meetings.

Unit sector

Management and leadership - management

This unit contains employability skills.