CPPCMN4013A
Operate a sustainable business

This unit of competency specifies the outcomes required to identify and implement products, services and practices when operating a business that are economically, socially and environmentally sustainable over time.The ability to monitor operations, implement plans efficiently, and deliver sustainable services, products and practices that meet customer needs are essential.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Application

This unit of competency supports individuals responsible for managing the operations of sustainable businesses.


Prerequisites

Nil


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Seek sustainable business opportunities.

1.1 Trends in consumer expectations and business environment regarding sustainability are researched and analysed.

1.2 Developments in sustainable products and services offered within the market are researched and analysed, and their suitability assessed.

1.3 Competitors' sustainable offerings and market position are identified and reviewed.

1.4 Existing and new customers are consulted to explore sustainable business opportunities.

2. Communicate performance requirements and monitor sustainable product and service provision.

2.1 Performance indicators to manage the delivery of products or services are identified and implemented.

2.2 Required sustainable business outcomes are documented and reports on progress against performance indicators are communicated.

2.3 Opportunities to gain certification or participate in external benchmarking activities to validate sustainable products, services and practices are identified and responded to in line with operational procedures and authorisation.

2.4 Compliance with relevant legislative standards and codes is monitored and reported according to requirements.

2.5 Successful sustainable business strategies and practices are promoted and, where possible, compliance is recognised.

3. Promote a workplace culture that supports sustainable products, services and practices.

3.1 Policies and procedures are developed and communicated to establish understanding of and commitment to economic social and environmental sustainability.

3.2 Coaching and mentoring strategies are used to build the skills and knowledge of contractors and team members with regard to sustainable products, services and practices.

3.3 Reward and recognition processes are developed to ensure staff commitment to implementing and applying sustainability solutions.

4. Monitor and manage customer satisfaction with sustainability policies, practices, products and services.

4.1 Mechanisms to monitor client satisfaction are designed and used.

4.2 Effective and timely feedback is provided to staff, contractors and suppliers regarding the efficiency and effectiveness of their service provision.

4.3 Strategies tocommunicate and market the benefits of sustainable strategies are planned and implemented.

Required Skills

Required skills

change-management skills to respond to new opportunities and implement sustainable business solutions

decision-making skills to:

evaluate and select business opportunities

develop communication strategies

assess effectiveness of service provision

language, literacy and numeracy skills to:

communicate clearly and concisely verbally and in writing

compare benchmarks

consult with work group

read and interpret documentation, including:

environment and energy efficiency requirements

resource use

report against identified performance indicators

seek and receive feedback

source, organise and record information

use costing strategies

lateral and creative thinking to identify new sustainable business opportunities and plan projects

problem-solving skills to respond to customer service issues

research skills to:

identify policies, practices, products and services that contribute to sustainability

analyse and compare their performance

technology skills to use computer applications

Required knowledge

concepts and models that address:

economic sustainability

social sustainability

environmental sustainability

concepts and models of strategic and tactical business planning

governance and accountability models and processes that inform sustainability practices

legislation, regulations, codes of practice and industry advisory standards that apply to sustainability

organisational strategy, policy and procedures to enhance business sustainability

performance characteristics and benefits of sustainable policies, products, services and processes

strategies for:

continuous improvement

effecting outcomes

maximising opportunities

minimising impacts

Evidence Required

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

This unit of competency could be assessed by observing at least two instances of the implementation and monitoring of integrated economic, social and environmental sustainability policies and procedures in an organisation.

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

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

identify opportunities for improved sustainability within the business

build a culture that supports sustainability policies and practices

implement and monitor the quality delivery of sustainable business operations.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements.

Resource implications for assessment include access to:

relevant legislation, standards and guidelines

workplace documentation and personnel

reports from other parties involved in the process of identifying and implementing improvements.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

This unit could be assessed on its own or in combination with other units relevant to the job function.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.


Range Statement

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.

Sustainability is broadly defined as having three separate but inter-related components with characteristics including:

economic sustainability, demonstrated by:

cost-effective use of resources

ensuring costs of 'green' solutions are properly accounted for and recovered

growing market share by appealing to socially aware customers

purchasing locally to reduce transport costs

seeking to participate in government schemes that reward or fund sustainable operations

social sustainability, demonstrated by:

building community involvement

communicating benefits of sustainable products and services to customers

purchasing locally and using local and community-based products and services

using 'fair trade' products

environmental sustainability, demonstrated by:

efficient use of resources

eliminating hazardous and toxic materials

identifying strategies to offset or mitigate environmental impacts, such as purchasing carbon credits

making more efficient use of energy

maximising opportunities to re-use and recycle materials

preventing and minimising risks and maximising opportunities, such as use of solar or other alternative forms of energy where appropriate

purchasing renewable energy

reducing emissions of greenhouse gases

reducing use of non-renewable resources

waste reduction.

Performance indicators may include:

benchmarks achieved against external certification process requirements

costs measured against performance targets

level of:

recycling achieved

reduction of waste

response to marketing and communication strategies

sales achieved measured against performance targets.

Communication may involve:

contractors

customers

other stakeholders

staff

suppliers.

Mechanisms to monitor client satisfaction may include:

customer satisfaction surveys that may be repeated over time to identify trends

formal customer debriefings of project and response received to the debriefing

tracking data to monitor:

resolution of problems, including time taken for response and completeness of resolution of issue

repeat purchases

verbal or written feedback provided to sales consultants or staff.

Strategies tocommunicate and market may include:

advertising

brand management

internet and 'viral' marketing

personal selling

product placements

promotions

public relations

sponsorships

word of mouth.


Sectors

Unit sector

Common


Employability Skills

This unit contains employability skills.


Licensing Information

Refer to Unit Descriptor