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Evidence Guide: SIRXQUA006A - Benchmark and continuously improve operational quality

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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

 

SIRXQUA006A - Benchmark and continuously improve operational quality

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

Benchmark best practice performance.

  1. Set benchmarks for operational quality.
  2. Confirm requirement for achieving best practice outcomes.
  3. Differentiate customer service and operational quality benchmarks.
  4. Use benchmarking exercises to stimulate staff learning and understanding.
  5. Compare and contrast internal and external benchmarking processes.
Set benchmarks for operational quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm requirement for achieving best practice outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Differentiate customer service and operational quality benchmarks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use benchmarking exercises to stimulate staff learning and understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Compare and contrast internal and external benchmarking processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Audit process quality improvement.

  1. Determine key means to measure quality for all wholesale processes and systems.
  2. Determine measures for benchmarking quality in a given process.
  3. Establish audit trail for measuring and mapping quality improvement.
  4. Audit compliance with quality targets and benchmarks.
Determine key means to measure quality for all wholesale processes and systems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine measures for benchmarking quality in a given process.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish audit trail for measuring and mapping quality improvement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Audit compliance with quality targets and benchmarks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improve wholesale processes.

  1. Determine measures for quality improvement.
  2. Regularly brief staff members on work goals, plans and operational issues to minimise role ambiguity and uncertainty.
  3. Establish analytical tools for measuring quality improvement within a business context.
  4. Use quality problem-solving tools to promote qualitative and quantitative solutions.
  5. Structure existing training to support service standards that improve department supply, display and post-sales support.
Determine measures for quality improvement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly brief staff members on work goals, plans and operational issues to minimise role ambiguity and uncertainty.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish analytical tools for measuring quality improvement within a business context.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use quality problem-solving tools to promote qualitative and quantitative solutions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Structure existing training to support service standards that improve department supply, display and post-sales support.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor quality improvement for a wholesale process.

  1. Allocate individual and team responsibilities for achieving quality outcomes.
  2. Allocate responsibilities for improvement and identification of problems with process quality.
  3. Establish ongoing monitoring systems for quality improvement programs.
  4. Evaluate quality improvement management and implementation strategy.
  5. Establish feedback and reporting mechanisms on deviation from target (variation).
Allocate individual and team responsibilities for achieving quality outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate responsibilities for improvement and identification of problems with process quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish ongoing monitoring systems for quality improvement programs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate quality improvement management and implementation strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish feedback and reporting mechanisms on deviation from target (variation).

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor customer service quality for a wholesale business.

  1. Determine information sources on customer satisfaction levels.
  2. Devise strategies for managing customer needs and expectations for business to business and business to end consumers.
  3. Ensure customer service strategies deliver business to business and business to end consumer needs and expectations.
  4. Map service value chain for a wholesale business.
  5. Devise service quality measures for customer retention and retrieval strategies (in terms of cost, time or quality requirements).
Determine information sources on customer satisfaction levels.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Devise strategies for managing customer needs and expectations for business to business and business to end consumers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure customer service strategies deliver business to business and business to end consumer needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Map service value chain for a wholesale business.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Devise service quality measures for customer retention and retrieval strategies (in terms of cost, time or quality requirements).

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improve service quality.

  1. Improve customer retention and retrieval.
  2. Improve customer satisfaction levels through use of ongoing monitoring systems.
  3. Achieve service quality benchmarks.
Improve customer retention and retrieval.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improve customer satisfaction levels through use of ongoing monitoring systems.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Achieve service quality benchmarks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

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

Evidence of the following is essential:

uses benchmark information to improve work group performance and operational systems

applies and documents benchmarking and auditing procedures, including consultative processes underpinning quality and best practice systems

prepares and executes an audit of work practices and systems within a specific work group context

utilises internal and external benchmarks to confirm current performance levels

continuous improvement processes within an operational area against agreed benchmarks and an agreed timeframe

develops and implements customer satisfaction measurement and monitoring systems

effective communication of measurement and monitoring systems to relevant personnel.

Context of and specific resources for assessment

Assessment must ensure access to:

a wholesale work environment

relevant documentation, such as:

policy and procedures manuals

relevant legislative information

a range of communication equipment

a work team.

Methods 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

third-party reports from a supervisor

review of portfolios of evidence

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

Required Skills and Knowledge

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

The following skills must be assessed as part of this unit:

interpersonal communication skills to:

brief staff members through clear and direct communication

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

negotiation skills

problem solving

planning skills

setting benchmarks for operational quality

structuring existing training to support standards

leadership skills

literacy and numerical skills in regard to:

feedback and reporting mechanisms

ability to acquire and interpret required data

data analysis and manipulation

researching and resourcing information.

The following knowledge must be assessed as part of this unit:

current practice systems and structures

sources of relevant benchmarking data

methods of selecting relevant key benchmarking indicators

quality concepts and principles and quality tools

relationship between benchmarking, quality improvement and best practice

relationship between process improvement, profitability, performance and productivity

quality organisations and regimes

industry organisations

government and regulatory requirements for quality endorsement or certification

international quality systems

internal and external quality systems

relevant sources of information on product and supply arrangements for customers

business policy and procedures affecting job role or function

OHS aspects of job

relevant consumer law, commercial law and legislation.

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.

Benchmarks for operational quality may include consideration of:

business profitability

best practice parameters

service standards

forecasts.

Business outcomes may include:

key performance indicators

strategic objectives

price

market and sales indicators

brand value

quality standards and criteria

performance benchmarks

milestones.

Customers may include:

new or repeat contacts

businesses or individuals

internal and external contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Benchmarking exercises may include consideration of:

personnel productivity

revenue and expenses

services offered

production indicators

customer demographics

customer satisfaction factors

compliance factors.

Means to measure quality may include:

seven tools of quality

internal or business-endorsed measurement devises and systems

tools associated with an approach that involves quality.

Staff members may include:

full-time, part-time or casual staff

staff under contract

people with varying degrees of language and literacy

people from a range of cultural, social and ethnic backgrounds

people with a range of responsibilities and job descriptions.

Problem-solving tools may include:

routine procedures

manufacturer recommendations

lateral thinking

referral to operator, manager, specialist or expert.

Training may include:

formal training or education

informal learning

coaching and mentoring

job rotation

information seminars

on-line learning

conferences.

Information sources may include:

observation

sales data

appropriate questioning.

Customer needs and expectations may relate to:

product type

brand

size

product characteristics

customer physical needs

price.

Customer service strategies may include:

add-on or complementary products and services

delivery and installation

warranties and guarantees

returns policies

technical support

financial products and services

customer reward schemes

dealing with difficult customers.

Service value chain may include:

suppliers into the wholesale business:

internally

to business customers

to customers of business customers

to individual or direct customers.