NTISthis.com

Evidence Guide: SIRXSRM804 - Continuously improve operational retail 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

 

SIRXSRM804 - Continuously improve operational retail processes

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

Assess the benefits of continuous improvement and quality management.

  1. Research and analyse the concepts, principles and tools of quality management and continuous improvement.
  2. Evaluate potential uses and benefits of formal quality management and continuous improvement processes and communicate the outcomes to team members and senior management.
  3. Research the current and future service requirements of customers.
Research and analyse the concepts, principles and tools of quality management and continuous improvement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate potential uses and benefits of formal quality management and continuous improvement processes and communicate the outcomes to team members and senior management.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research the current and future service requirements of customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use performance measures to drive improvement.

  1. Establish financial and non-financial performance measures and evaluation criteria for the organisation or for specific projects or services.
  2. Gain agreement from relevant stakeholders and staff to financial and non-financial performance measures and evaluation criteria.
  3. Monitor services or processes to ensure they meet identified needs and service expectations.
  4. Monitor trends in customer/stakeholder satisfaction and service usage to identify opportunities for improvements to services or processes.
  5. Report and review issues of service quality using standard organisational processes and timeframes.
Establish financial and non-financial performance measures and evaluation criteria for the organisation or for specific projects or services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gain agreement from relevant stakeholders and staff to financial and non-financial performance measures and evaluation criteria.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor services or processes to ensure they meet identified needs and service expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor trends in customer/stakeholder satisfaction and service usage to identify opportunities for improvements to services or processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report and review issues of service quality using standard organisational processes and timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Design and implement changed and improved processes.

  1. Analyse and select a change process to drive the process improvement.
  2. Recommend and communicate to appropriate staff the changes to operational processes, projects or services that are to be implemented.
  3. Inform staff members of improvement plans, their goals and changes to operational procedures.
  4. Select and implement strategies to gain commitment for change.
  5. Implement improvement projects within agreed timelines.
  6. Monitor and report the effectiveness and benefits of the implemented changes.
  7. Review outcomes of the change and improvement processes to promote further learning and continuous improvement across the organisation.
Analyse and select a change process to drive the process improvement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend and communicate to appropriate staff the changes to operational processes, projects or services that are to be implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform staff members of improvement plans, their goals and changes to operational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and implement strategies to gain commitment for change.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement improvement projects within agreed timelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and report the effectiveness and benefits of the implemented changes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review outcomes of the change and improvement processes to promote further learning and continuous improvement across the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Embed sustainability within improved processes.

  1. Identify and prioritise opportunities for the implementation of sustainable policies and practices.
  2. Analyse strategic and longer-term impacts of change and improvement processes on the future effectiveness and sustainability of the organisation.
  3. Review current organisational policies and processes and take steps to retro-fit and embed sustainability principles as part of process improvement.
  4. Take steps to ensure changed processes conform to legal requirements, organisational policies and sustainability principles.
Identify and prioritise opportunities for the implementation of sustainable policies and practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse strategic and longer-term impacts of change and improvement processes on the future effectiveness and sustainability of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review current organisational policies and processes and take steps to retro-fit and embed sustainability principles as part of process improvement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take steps to ensure changed processes conform to legal requirements, organisational policies and sustainability principles.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage monitoring and accountability processes.

  1. Establish reporting mechanisms and communicate expectations to staff.
  2. Report results of service reviews against desired targets in line with standard organisational policies and procedures.
  3. Measure and document the outcomes of quality and improvement processes and report to stakeholders in line with standard organisational policies and procedures.
  4. Analyse and resolve service shortfalls in line with organisational policies and procedures, including customer service standards.
Establish reporting mechanisms and communicate expectations to staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report results of service reviews against desired targets in line with standard organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Measure and document the outcomes of quality and improvement processes and report to stakeholders in line with standard organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and resolve service shortfalls in line with organisational policies and procedures, including customer service standards.

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, 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:

demonstrates understanding and application of the concepts and models of continuous improvement, quality management and change management

identifies and analyses future industry trends and customer requirements that will drive requirement for organisational and process change

shows leadership and management skills to implement, manage and promote sustainable change

plans for change and process enhancement

establishes and closely manages implementation processes ensuring timelines, budgets and performance indicators are met.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

a total quality management system

current relevant range of text and online information sources

current organisational policies and processes

retail store or department staff

organisational key performance indicators.

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

a role play

answers to questions about specific skills and knowledge

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

Guidance information for assessment

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

Required Skills and Knowledge

Required skills

administration and management skills to:

research and access information

coordinate activities

manage time, including planning and prioritising work

analytical and problem-solving skills to:

review and analyse business processes

select strategies that best match the organisation’s requirements

communication and interpersonal skills to:

negotiate performance measures

persuade staff to embrace change

prepare complex business reports on implementation of changed processes and outcomes

initiative and enterprise skills to:

identify and implement opportunities for business improvement

set goals and objectives

Required knowledge

concepts and models of:

change management

effective communication

operational planning

concepts of organisational culture and change principles

continuous improvement models and tools

industrial relations arrangements and other legal requirements

service standards and performance targets

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.

Concepts, principles and tools of quality management and continuous improvement may include:

Total Quality Management (TQM), including Six Sigma

ISO 9000 and the processes for certification

failure mode and effects analysis

benchmarking

continuous improvement methodologies, including Kaizen

‘lean transformation’ processes, sometimes known as the ‘Toyota Lean Model’ or the ‘Toyota Production Model’.

Non-financial performance measures may include:

customer satisfaction ratings

completion times for projects measured against project plans

volume of repeat business

number of business referrals

industry awards received

performance in industry benchmarking studies

staff feedback received

work complying with codes and standards.

Change process should be planned and monitored and may entail:

processes to:

plan for the change

implement the change

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.

Change and change management may be analysed by reference to theories that may include:

Kotter: eight steps to successful change

Lewin: change model

Prosci: ADKAR model

Kruger: Change Management Iceberg.

Opportunities for the application of sustainability principles, policies and processes may include:

application of:

fair trading practices

socially responsible investment practices

conservation of resources

economic growth that does not compromise needs of future generations

good governance

minimisation of pollution

new and efficient technology use

use of alternative and renewable energy

waste reduction.

Sustainability principles may include:

economic sustainability, over time

environmental sustainability, over time

social sustainability, over time.

Reporting mechanisms may include:

non-financial and financial system reports, including budgets

informal reporting methods, such as regular team and departmental meetings.