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Evidence Guide: LGAGCM705A - Manage and improve the organisation's processes

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

LGAGCM705A - Manage and improve the organisation's processes

What evidence can you provide to prove your understanding of each of the following citeria?

Determine community needs and service expectations

  1. Extensive research and community consultation are undertaken to determine current and future services required by constituents.
  2. Mechanisms for open and ongoing consultation and feedback from constituents, internal council staff and elected members are established and maintained.
  3. Recommended or anticipated changes to services are communicated to senior management and stakeholders for discussion and approval.
  4. Involvement of constituents and other community members is continuously facilitated in determining new initiatives.
Extensive research and community consultation are undertaken to determine current and future services required by constituents.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Mechanisms for open and ongoing consultation and feedback from constituents, internal council staff and elected members are established and maintained.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Recommended or anticipated changes to services are communicated to senior management and stakeholders for discussion and approval.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Involvement of constituents and other community members is continuously facilitated in determining new initiatives.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Establish and implement performance measurement strategies

  1. Financial and non-financial performance measures and evaluation criteria for specific program or service delivery are established and agreed upon by relevant stakeholders and communicated to relevant staff and service providers.
  2. Appropriate financial and non-financial benchmarks are determined and agreed to by relevant stakeholders.
  3. Where applicable, tender and contract specifications are developed and expressed clearly, concisely and unambiguously.
  4. Services are monitored to ensure that they effectively and efficiently meet identified needs and service expectations.
  5. Feedback from customers is communicated to relevant areas within council and incorporated into performance reviews.
  6. Trends in customer/stakeholder satisfaction and service usage are monitored to identify opportunities for improvements to services or processes.
  7. Issues of responsiveness and accessibility are reviewed and reported upon accordingly.
Financial and non-financial performance measures and evaluation criteria for specific program or service delivery are established and agreed upon by relevant stakeholders and communicated to relevant staff and service providers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate financial and non-financial benchmarks are determined and agreed to by relevant stakeholders.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Where applicable, tender and contract specifications are developed and expressed clearly, concisely and unambiguously.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Services are monitored to ensure that they effectively and efficiently meet identified needs and service expectations.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Feedback from customers is communicated to relevant areas within council and incorporated into performance reviews.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Trends in customer/stakeholder satisfaction and service usage are monitored to identify opportunities for improvements to services or processes.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Issues of responsiveness and accessibility are reviewed and reported upon accordingly.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Facilitate accountability for service outcomes

  1. Project management systems, reporting mechanisms and processes are established and communicated to service providers.
  2. Results of all service reviews against desired targets are reported according to standard organisational procedures.
  3. Tenders and contracted works are regularly monitored and adverse variations in established performance targets are immediately addressed.
  4. Quality and efficiency of operational processes are measured and documented.
  5. Service shortfalls are analysed and resolved within council service protocols.
Project management systems, reporting mechanisms and processes are established and communicated to service providers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Results of all service reviews against desired targets are reported according to standard organisational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Tenders and contracted works are regularly monitored and adverse variations in established performance targets are immediately addressed.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Quality and efficiency of operational processes are measured and documented.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Service shortfalls are analysed and resolved within council service protocols.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop and implement change management processes

  1. Need for change in organisational processes or work culture to support service delivery is identified.
  2. Change process to address the need is identified and implemented.
  3. Changes to operational processes or services delivered are recommended and communicated to appropriate personnel with supporting information.
  4. Staff members are adequately informed of improvement plans, their goals and changes to operational procedures.
  5. Appropriate methods are employed to gain commitment for change.
  6. Improvement projects are implemented within agreed timelines and coordinated effectively.
  7. Effectiveness and benefits of implemented changes are monitored and reported accordingly.
  8. Outcomes of improvements are reviewed and used for further learning and continuous improvement by being shared with other departments.
Need for change in organisational processes or work culture to support service delivery is identified.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Change process to address the need is identified and implemented.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Changes to operational processes or services delivered are recommended and communicated to appropriate personnel with supporting information.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Staff members are adequately informed of improvement plans, their goals and changes to operational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Appropriate methods are employed to gain commitment for change.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Improvement projects are implemented within agreed timelines and coordinated effectively.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Effectiveness and benefits of implemented changes are monitored and reported accordingly.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Outcomes of improvements are reviewed and used for further learning and continuous improvement by being shared with other departments.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the elements to the required performance level detailed in the performance criteria. The unit's skill and knowledge requirements must also be demonstrated. The candidate will demonstrate the capacity to provide leadership and drive service improvements and change within the department, unit or whole council.

Critical aspects of evidence to be considered

The demonstrated ability to:

manage, improve and report on organisational processes within council

Context of assessment

Assessment of performance requirements in this unit should be undertaken with the context of the local government framework. Competency is demonstrated by performance of all stated criteria, including the range of variables applicable to the workplace environment.

Method of assessment

The following assessment methods are suggested:

preparation of a major workplace project report/portfolio (that may incorporate assessment of related units) as a key form of assessment that enables candidates to integrate the learning and assessment project into their regular work responsibilities, which enables integrated and holistic assessment of the complex skills and knowledge addressed in this unit

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate his/her handling of a range of contingencies

written and oral questioning to assess knowledge and understanding

completion of workplace documentation

third-party reports from experienced practitioner

completion of self-paced learning materials, including personal reflection and feedback from trainer, coach or supervisor

Evidence required for demonstration of consistent performance

Evidence should be gathered over a period of time in a range of actual or simulated management environments.

Resource implications

Access to a workplace or simulated case study that provides the following resources:

relevant council documents, such as strategic and operational plans

relevant local government legislation and regulations

Required Skills and Knowledge

This describes the essential skills and knowledge and their level, required for this unit

Required Skills

high-level management and leadership skills

high-level written and oral communication

numeracy skills to develop tender and contract specifications

ability to identify and evaluate potential obstacles to change

analysis of organisational systems, processes and activities

lateral thinking and creativity

developing a range of possible options in solving problems

Required Knowledge

comprehensive knowledge of council's demographics and environment

change management processes

service improvement processes

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 in the Performance Criteria is detailed below.

Research and community consultation include:

focus groups, in-depth interviews and other forms of qualitative research

surveys and other forms of quantitative research

community meetings

stakeholder structured interviews

Non-financial performance indicators may include:

social indicators

average processing time for applications

number of residential care buildings inspected for fire and emergency evacuations

number of trees planted

percentage of population as library members

number of new businesses introduced into the community

number of vaccinations administered

number of 'Clean Up Australia' day activities

number of complaints from customers/ stakeholders

Monitoring of customer/stakeholder satisfaction may include:

gap analysis approach

customer satisfaction monitoring (CSM) approach, e.g. telephone, questionnaires, face-to-face interviews or in-depth interviews

listening to customers and recording responses

developing customer-focused key performance indicators (KPIs)

Reporting mechanisms may include:

system reports

budgetary reporting systems

informal reporting methods, such as regular team or departmental meetings and council meetings

financial and non-financial reports

Service providers may include:

council staff

volunteers

contractors

vendors

Change processes may entail:

processes to plan for the change

processes to implement the change

processes to reinforce the change

steps to support staff during the change, including:

coaching and mentoring

training interventions

revised process documentation

feedback and appraisal processes

reward and recognition processes

Services delivered may include:

capital works

statutory planning

infrastructure services

library services

parks and gardens

youth and community

leisure and culture

family services

disability services

waste and recycling

aged services