ELEMENT

PERFORMANCE CRITERIA

1. Plan business quality assurance process

1.1. Determine business quality performance expectations and benchmark standards

1.2. Develop business standards and guidelines for achieving each benchmark

1.3. Allocate strategic quality responsibilities for meeting business standards and guidelines according to business procedures

1.4. Communicate quality policy and procedures to appropriate stakeholders

1.5. Document expectations, standards and benchmarks into a quality plan based on business documentationstandards

1.6. Identify appropriate quality management systems guides, including quality management plan for complex activities

2. Implement quality policies and plans

2.1. Write quality policy for business directive

2.2. Create quality management plan for business process

2.3. Distribute quality management plan to key people for feedback

2.4. Analyse feedback to determine if corrective action needs to be taken

2.5. Make changes to quality management plan, if required, to incorporate corrective action

2.6. Allocate key quality tasks and functions to appropriate person as per the quality management plan

2.7. Establish and document a quality reporting and monitoring program

2.8. Check and document skills of staff to ensure that they are able to meet the quality standards required

3. Control quality assurance processes

3.1. Implement quality performance guidelines, procedures and processes as per the quality management plan

3.2. Obtain stakeholder feedback, including client satisfaction to monitor implementation of quality processes

3.3. Monitor quality process performance as per the qualitymanagement plan

3.4. Report on monitoring of quality performance to key decision makers

3.5. Identify and record breakdowns in the system and create corrective action requests

3.6. Take immediate corrective action, where necessary

4. Improve quality

4.1. Collect, analyse and measure quality performance results against benchmarks to determine quality standards

4.2. Determine the frequency of quality breakdowns through corrective action requests in order to identify whether defects are isolated incidents or require a wider analysis and corrective action

4.3. Determine corrective actions to be taken and assign responsibility for taking the action where appropriate

4.4. Identify who will be responsible for quality improvement

4.5. Implement corrective action solutions and measure performance

4.6. Review and adjust benchmark standards periodically in order to improve quality performance

4.7. Document quality performance results and disseminate the information to stakeholders as appropriate

4.8. Review business procedures at predetermined schedules as part of a management review process and quality reporting function

Required skills

Website development

Website analysis and security auditing

Technical test design development

Testing implementation data

Testing evaluation data

Evaluating feedback from a variety of key stakeholders

Evaluation analysis

Required knowledge

Website architecture, including operating system

Technical performance measurement

Business model understanding

Customer and business liaison

Website privacy, accessibility and equity legislation

ISO/IEC/AS standards

Copyright and intellectual property

Quality concepts

Quality improvement processes

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:

Assessment must confirm the competency to plan and implement appropriate processes and procedures that ensure that quality expectations are met. Standards should be quantitative and applied universally wherever possible. Quality assurance standards should be well documented and disseminated.

To demonstrate competency in this unit the following resources will be needed:

Quality guidelines

Access to related quality standards

Data related to the business model

Context of and specific resources for assessment

Managing processes related to business involves analysis, documentation and process re-engineering across a broad range of technical and managerial functions, including identifying technical and human processes interactions.

Contribution to the development of a broad quality plan is involved and accountability and responsibility for self and others in achieving the outcomes is expected. Implementing quality assurance processes involves significant judgement in planning, design, evaluation, technical or leadership/guidance and communications functions related to products, services, operations, processes and procedures.

The degree of emphasis on breadth as against depth of knowledge and skills may vary.

The breadth, depth and complexity involving analysis, design, planning, execution and evaluation across a range of technical and/or management functions including development of new criteria or applications or knowledge or procedures would be characteristic.

Assessment must ensure:

application of a significant range of fundamental principles and complex techniques across a wise and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy may be involved and accountability and responsibility for self and others in achieving the outcomes may also be characteristic.

Applications involve significant judgement in planning, design, technical or leadership/guidance functions related to products, services, operations or procedures would be common.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

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

An individual demonstrating this competency would be able to:

Provide clear concise plans for managing a quality process related to business

Demonstrate understanding of knowledge related to business processes and quality assurance

Analyse objective data related to business performance

Demonstrate a command of wide-ranging decision making skills related to improving business performance

Demonstrate accountability for personal outputs within broad parameters related to business

Demonstrate accountability for group outcomes within broad parameters

Manage and evaluate organisational performance in line with business key performance indicators

Demonstrate understanding of specialised knowledge with depth in some areas

Analyse, diagnose, design and execute judgement across a broad range of technical or management functions

Generate ideas through the analysis of information and concepts at an abstract level

Demonstrate a command of wide-ranging, highly specialised technical, creative or conceptual skills

Demonstrate accountability for personal outputs within broad parameters

Demonstrate accountability for personal and group outcomes within broad parameters

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.

Quality standards may be specific to:

organisational standards

international standards

national standards

internal or customer-supplied standards

Client may include but is not limited to:

internal departments

external organisations

individual people

employees

Appropriate person may include:

supervisor

teacher

authorised business representative

client

System

databases

applications

servers

operating systems

gateways

ASP

ISP

Stakeholders may include but is not limited to:

end user

internal or external client

government body

corporate body

community groups

Documentation standards

May include but are not limited to policy relating to sign-off, storage, distribution, revision

Standards may include ISO/IEC/AS standards, organisational standards, project standards (for further information refer to the Standards Australia website at: www.standards.com.au)

May include tools for documenting (e.g. word processing packages, desktop publishing packages)

Quality management plan may include:

Processes

authorisations and responsibilities for quality control

quality assurance

continuous improvement

communications and responsibilities

may contain critical success factors, measurement criteria and inspection, audit, report and review procedures

Standards may include:

ISO/IEC/AS standards

organisational standards

project standards (for further information refer to the Standards Australia website at: www.standards.com.au)

Unit sector

Analyse and Design

This unit contains employability skills.