This unit applies to managers who take an active role in managing the continuous improvement process in order to achieve the organisation’s objectives. Particularly where managers are closely associated with the creation and delivery of products and services, they play an important part in influencing the ongoing development and betterment of the organisation.

At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

ELEMENT

PERFORMANCE CRITERIA

1. Lead continuous improvement systems and processes

1.1 Develop strategies to ensure that team members are actively encouraged and supported to participate in decision making processes, and to assume responsibility and exercise initiative as appropriate

1.2 Establish systems to ensure that the organisation’s continuous improvement processes are communicated to all stakeholders

1.3 Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation’s continuous improvement processes

2. Monitor and adjust performance strategies

2.1 Develop strategies to ensure that systems and processes are used to monitor operational progress and to identify ways in which planning and operations could be improved

2.2 Adjust and communicate strategies to all stakeholders according to organisational procedures

3. Manage opportunities for further improvement

3.1 Establish processes to ensure that team members are informed of outcomes of continuous improvement efforts

3.2 Ensure processes include documentation of work team performance to aid the identification of further opportunities for improvement

3.3 Consider areas identified for further improvement when undertaking future planning

Required skills

innovation and lateral thinking skills to design better ways for achieving work outcomes

leadership skills to gain the confidence and trust of others

communication skills to communicate opportunities for improvement, and to coach and mentor staff.

Required knowledge

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:

examples of strategies and approaches to improve work outcomes or organisational functioning

methods for monitoring performance knowledge of continuous improvement systems and processes.

Context of and specific resources for assessment

Assessment must ensure:

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

Method of assessment

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

analysis of responses to case studies and scenarios

assessment of written reports

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

observation of presentations

oral or written questioning to assess knowledge of quality systems

review of strategies developed to ensure that team members are actively encouraged and supported to participate in decision making processes, and to assume responsibility and exercise initiative

evaluation of how customer service strategies were communicated to all stakeholders

review of documentation outlining work team performance.

Guidance information for assessment

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

other units from the Diploma of Management.

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.

Strategies may refer to:

clarification of roles and expectations

communication devices and processes, such as intranet and email communication systems, to facilitate input into workplace decisions

longterm or shortterm plans factoring in opportunities for team input

mentoring and ‘buddy’ systems to support team members to participate in decision making

performance plans

reward/recognition programs for high performing staff

training and development activities

Systems may refer to:

forums, meetings

newsletters and reports

policies and procedures

webbased communication devices

Continuous improvement processes may include:

cyclical audits and reviews of workplace, team and individual performance

evaluations and monitoring of effectiveness

modifications and improvements to systems, processes, services and products

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

seeking and considering feedback from a range of stakeholders

Stakeholders may include:

business or government contacts

funding bodies

individuals within the work team

internal and external contacts

organisation’s clients and customers

professional associations

senior management and board members

unions/employee groups

Operational progress may refer to:

customer service indicators

occupational health and safety indicators

productivity gains

success in meeting agreed goals and performance indicators

Documentation of work team performance may include:

annotated performance plans

quantitative data such as production figures

recommendations for improvement

records and reports

Unit sector

This unit contains employability skills.