This unit applies to individuals who are required to apply their broad knowledge of the work environment to analysis and research tasks. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

ELEMENT

PERFORMANCE CRITERIA

1. Gather and organise information

1.1. Gather and organise information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements

1.2. Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements

1.3. Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational requirements

1.4. Identify research requirements for combining online research with non-electronic sources of information

1.5. Use business technology to access, organise and monitor information in accordance with organisational requirements

1.6. Update, modify, maintain and store information, in accordance with organisational requirements

2. Research and analyse information

2.1. Clearly define objectives of research ensuring consistency with organisational requirements

2.2. Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use of available resources

2.3. Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other search tools

2.4. Use reliable methods of data analysis that are suitable to research purposes

2.5. Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with research and business objectives

3. Present information

3.1. Present recommendations and issues in an appropriate format, style and structure using suitable business technology

3.2. Structure and format reports in a clear manner that conforms to organisational requirements

3.3. Report and distribute research findings in accordance with organisational requirements

3.4. Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements

Required skills

literacy skills to read, write and understand a variety of texts; and to edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information

problem-solving skills to deal with information which is contradictory, ambiguous, inconsistent or inadequate

technology skills to select and use technology appropriate to a task

research skills to identify and access information.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

organisational record keeping/filing systems, security procedures and safe recording practices

organisational policies and procedures relating to distribution of workplace information, and legal and ethical obligations

research processes and strategies to identify new sources (online and print) of information and to use them most efficiently and effectively.

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:

presenting information and data

maintaining and handling data and documents systematically

analysing and interpreting data to support organisational activities

knowledge of research processes and strategies to identify new sources of information.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of research tasks and resources.

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:

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

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

review of documentation outlining recommendations and issues

review of reports outlining research findings.

Guidance information for assessment

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

general administration units

IT use units

Governance units

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.

Information may include:

demographic data

service delivery records

computer databases (library catalogue, customer records, subscription database, internet)

computer files (letters, memos and other documents)

correspondence (faxes, memos, letters, email)

financial figures

forms (insurance forms, membership forms)

information on training needs

invoices (from suppliers, to debtors)

marketing reports/plans/budgets

personnel records (personal details, salary rates)

production targets

sales records (monthly forecasts, targets achieved)

Organisational requirements may include:

anti-discrimination and related policy

business and performance plans

Code of Conduct/Code of Ethics

defined resource parameters

ethical standards

goals, objectives, plans, systems and processes

information protocols

legal and organisational policies, guidelines and requirements

management and accountability channels

OHS policies, procedures and programs

procedures for updating records

quality assurance and/or procedures manuals

security and confidentiality requirements

Methods of collecting information may include:

checking research provided by others

checking written material including referrals and client files

individual research

information from other organisations

interviews with community members, colleagues/customers

observation and listening

previous file records

questioning (in person or indirect)

recruitment applications and other forms

Business technology may include:

answering machine

computer

fax machine

photocopier

telephone

Objectives of research may include:

comparative analysis

hypothesis testing

identification of trends

industry pricing policies

process mapping

situational diagnosis

Research strategies may include:

data analysis

documentation reviews

focus groups

interviewing colleagues and clients

online searching

product sampling

subscription databases

Key words and phrases may include:

American spellings when searching online

cultural or geographic terms

using different thesauri in different databases

Boolean operators may include:

exclude - / NOT

include +/ AND

or

phrase searching " "/( )

variations, depending on the resource being used

Methods of data analysis may include:

data sampling

feedback on results

peer review

review of previous research

statistical analysis

Business objectives may include:

community capacity building

community development

service provision

business planning

financial performance

flexibility, responsiveness

interpersonal communication

marketing and customer service

organisational values and behaviours

people management

work procedures and quality assurance manuals

Feedback may include:

audit documentation and reports

comments from community, board members, clients and colleagues

customer satisfaction questionnaires

quality assurance data

returned goods

Unit sector

Knowledge Management - Research

This unit contains employability skills.