Element

Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Confirm impact of mobile commerce applications and approaches.

1.1.Determine new capabilities provided by mobile commerce technology and mobile commerce applications.

1.2.Assess impact of mobile commerce applications on sales and service processes.

1.3.Determine impact of mobile commerce solutions on current sales and service strategies.

1.4.Assess potential of mobile commerce applications to improve current sales and service.

2. Analyse relevance of mobile commerce applications to current retail operations.

2.1.Complete modelling of mobile commerce applications and associated processes.

2.2.Confirm impact of mobile commerce on markets and online customers.

2.3.Review existing infrastructure and customer access to identify potential effects of implementation of mobile commerce model.

2.4.Determine advantages of mobile commerce solutions for suppliers and existing business relationships.

2.5.Establish performance requirements for current retail operations and apply to mobile commerce model.

3. Monitor and review mobile commerce applications and technology.

3.1.Select mobile commerce applications and associated processes.

3.2.Trial mobile commerce applications and associated processes.

3.3.Document results of the mobile commerce trials.

3.4.Evaluate effectiveness of mobile commerce applications and processes against performance objectives.

3.5.Use evaluation results to make recommendations on adoption of mobile commerce solutions.

4. Adopt mobile commerce solutions.

4.1.Implement mobile commerce improvements according to store policy and procedures.

4.2.Integrate mobile commerce applications and processes into existing business systems.

Required skills

literacy and numeracy skills to:

analyse data

generate trial reports

research and evaluate products

planning and organising skills to:

trial and evaluate mobile commerce applications and report on their effectiveness

integrate mobile commerce applications and processes into existing business systems

research, analysis and consultation skills to:

deal with vendors to secure the most appropriate application and technology

determine market and financial viability of mobile commerce applications and approaches

identify and assess risks in adoption of mobile commerce solutions

identify means to improve sales or service systems using mobile commerce applications and approaches

make decisions regarding viability of mobile commerce applications and approaches research and evaluate mobile commerce options and impacts on current business

secure approval for review and introduction of mobile commerce applications and approaches

Required knowledge

basic operational requirements, including those affecting:

privacy

products and services

business policy and procedures

procedures for determining customer behaviour, needs, expectations and satisfaction levels

impact of mobile commerce applications and approaches on existing markets

major changes affecting wireless workplaces

market information, systems and research

mobile commerce applications and technology development cycles

mobile commerce trends and forecasts

price adjustment strategies

relevant legislation and statutory requirements relating to mobile commerce applications and work health and safety (WHS)

risk factors within specific applications

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.

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

Evidence of the following is essential:

accesses, comprehends and processes information on mobile commerce technology and applications

produces evaluative and analytic reports on mobile commerce trends and opportunities in required format, including:

accurate investigative research of mobile commerce applications and approaches carried out according to store policy and procedures

balanced evaluation of a range of potential mobile commerce applications and approaches according to store policy and relevant legislative requirements

projection of return on investment or other advantages to be secured through deployment of mobile commerce applications and approaches in retail sales and services

identifies and discusses impact of mobile commerce applications and approaches on customers by type and specific requirements

advocates for and assists in implementation of mobile commerce applications and approaches that advance business strengths and competitive advantage

uses correct industry terminology.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

business plans

marketing plans

legislation and statutory requirements

WHS requirements

industry codes of practice

information and performance data on existing business model and IT infrastructure

information on:

markets

competitors

products and services

suppliers

new technology.

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:

observation of performance in the workplace

research report or case study

role play

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob 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.

Mobile commerce technology may include:

2nd generation digital mobile (GSM)

3rd generation digital mobile (3G)

3G or universal mobile telephone service (UMTS)

code division multiple access (CDMA)

general packet radio service (GPRA)

global positioning system (GPS)

personal area network (PAN)

personal digital assistant (PDA)

radio frequency identification (RFID)

short message service (SMS)

wireless application protocol (WAP).

Mobile commerce applicationsinclude:

access to portals

corporate system access

field service automation

information services, such as:

client history

client traffic

sales figures

instant messaging

logistics management

mobile stock trading

sales force automation

security applications

wireless banking

wireless finance and retailing services

wireless ticketing

wireless travel management.

Mobile commerce solutions may involve:

implementation in greenfield sites

integration across operations at different levels of ebusiness development involving a mix of the above

integration of new solutions with existing IT infrastructures and business processes

integration with basic ecommerce solutions that include different business models depending on the final requirement.

Consultative processes toassess potential mobile commerce applications may involve:

individual staff members

industrial relations or WHS specialists

management

other professional or technical staff

Privacy Act

teams

union representatives.

Modelling may take into account:

business merchandise range

business policy and procedures in regard to selling products or services

characteristics of specific products or services

current and emerging applications and technology

customer confidence and expectations

customer demographics

existing business models and IT infrastructure

form of web presence and level of ecommerce readiness

management structure and communication relationships

relevant legislation and statutory requirements

relevant store policy and procedures

size, type and location of business

types of products and services provided

varying levels of staff training.

Customers may include:

business customers or individuals

customers with routine or special requests

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Business relationships may be influenced by:

continuous improvement

cost and price analysis

data reporting for compliance reasons, e.g. hazard analysis and critical control point (HACCP) or WHS

due diligence requirements

infrastructural and capital outlay requirements

intellectual property and technology rights

market position

organisational systems integration and compatibility

planning cycles and timing

risk sharing

supply chain management

terms and conditions agreed

value for money

value management.

Evaluate may include:

comparison of internal versus outsourced provision

confirmation that a procurement process is necessary

development of a business case

stakeholder consultation

whether to buy or lease.

Store policy and procedures in relation to:

interaction with customers

acquisition and sale of products and services.