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Evidence Guide: SIRXSRM806 - Manage and transform sales and service programs

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

 

SIRXSRM806 - Manage and transform sales and service programs

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

Diagnose need for the transformation program.

  1. Conduct research that is internal and external to the organisation to identify opportunities and rationale for transformation within the organisation.
  2. Analyse the organisation’s strategic and business plans to ensure potential transformational strategies are aligned.
  3. Audit current performance to size the magnitude of the change or transformation that is required to improve organisational performance.
  4. Identify and prioritise change and transformational strategies for action.
  5. Gain authorisation as required for the transformation strategy in line with standard organisational policies and procedures.
Conduct research that is internal and external to the organisation to identify opportunities and rationale for transformation within the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse the organisation’s strategic and business plans to ensure potential transformational strategies are aligned.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Audit current performance to size the magnitude of the change or transformation that is required to improve organisational performance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and prioritise change and transformational strategies for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gain authorisation as required for the transformation strategy in line with standard organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare a transformation strategy.

  1. Identify, cost and budget the requirements for human and other resources required to implement the strategy.
  2. Canvass options and solutions to ensure the development of a creative, ethical, integrated and effective transformation strategy.
  3. Conduct and document a risk management analysis leading to the development of risk management control plans.
  4. Develop, test and prioritise strategies to drive change and transformation with staff and stakeholders.
Identify, cost and budget the requirements for human and other resources required to implement the strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Canvass options and solutions to ensure the development of a creative, ethical, integrated and effective transformation strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct and document a risk management analysis leading to the development of risk management control plans.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop, test and prioritise strategies to drive change and transformation with staff and stakeholders.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse barriers to transformation.

  1. Identify, cost and allocate the resources required to support the implementation of a transformation strategy.
  2. Identify and document skill shortages that may limit capacity to respond to change.
  3. Analyse and manage impacts on existing sales and service delivery that may be generated by the new approach and strategy.
  4. Analyse the impact of transformation strategy on existing organisational structures and power bases.
Identify, cost and allocate the resources required to support the implementation of a transformation strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and document skill shortages that may limit capacity to respond to change.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and manage impacts on existing sales and service delivery that may be generated by the new approach and strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse the impact of transformation strategy on existing organisational structures and power bases.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement transformation strategy.

  1. Identify, secure and brief team members participating in sponsoring and driving the transformation strategy.
  2. Foster the skill development of staff to lift their individual and team performance.
  3. Review and refine the organisation’s governance structures to ensure the transformation strategy conforms to legal and organisational requirements.
  4. Develop and implement processes to communicate the objectives of the desired transformation.
  5. Develop strategies to build a shared understanding and commitment to change across the organisation or business unit.
  6. Identify and manage conflict between individuals according to organisational procedures.
Identify, secure and brief team members participating in sponsoring and driving the transformation strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Foster the skill development of staff to lift their individual and team performance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and refine the organisation’s governance structures to ensure the transformation strategy conforms to legal and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and implement processes to communicate the objectives of the desired transformation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies to build a shared understanding and commitment to change across the organisation or business unit.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and manage conflict between individuals according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate outcomes and review transformation strategy.

  1. Quantify and analyse outcomes achieved from the implementation of the transformation strategy.
  2. Quantify and analyse capacity of the transformation strategy to address principles of economic, social and environmental sustainability.
  3. Analyse and document opportunities for future organisational change, transformation and improvement to inform further planning processes in line with organisational policies and procedures.
Quantify and analyse outcomes achieved from the implementation of the transformation strategy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Quantify and analyse capacity of the transformation strategy to address principles of economic, social and environmental sustainability.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and document opportunities for future organisational change, transformation and improvement to inform further planning processes in line with organisational policies and procedures.

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:

identifies and analyses the need for changed sales and service programs and the opportunities that will be generated

develops an effective plan for change and transformation, including:

mechanisms to overcome barriers to change

identification and allocation of resources to meet change requirements

manages change processes and demonstrates the ability to champion and drive change by engendering support for and commitment to the desired outcomes.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

a current range of text and online information sources on industry and market intelligence

current staff skills profile

recent organisational sales and service performance data

relevant organisational financial data

information regarding the organisation’s current governance structures.

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

analytical and problem-solving skills to:

identify rationale and need for change and transformation

select strategies that best match the organisation’s requirements

literacy skills to prepare complex strategic business reports

interpersonal skills to:

communicate transformation strategy to staff

negotiate with and persuade staff to embrace transformation processes

initiative and enterprise skills to apply lateral and creative thinking to develop strategies to manage transformations

planning and organising skills to arrange and manage implementation strategies

technology skills to use computer applications

time-management skills to plan and prioritise work

Required knowledge

business ethics relating to the retail industry

concepts and models of:

change and transformation management

leadership and management

organisational culture

strategic and business planning

concepts of risk management planning and processes

governance and accountability models and processes

impact of organisation’s culture on acceptance of change and business transformation

organisational mission, vision, values and goals

organisational strategy, policy and procedures relating to business transformation in the retail industry

principles of economic, environmental and social sustainability

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.

Research internal and external to the organisation may include:

primary research conducted in-house, including:

qualitative research

quantitative research

primary research accessed or commissioned from external sources

secondary research, including publicly available data accessed through desk-based research

search of publicly available annual reports for listed companies

search of publicly available business records.

Transformational strategiesto be undertaken can be wide-ranging in nature, of relevance to the organisation and may include:

addition of a new retail location

change of sales techniques

changes to company structures, including trends towards:

changed ownerships

merged or diversified organisations

multi-service organisations

development of major loyalty program

establishment of a new business

introduction of a major new technology to support business operations, including:

e-retailing

radio frequency identification devices (RFIDs)

self-service checkout

social networking media as a marketing and sales channel

new or changing levels and ranges of services and products, including:

blurring of product categories (e.g. bookshops with cafes)

brand extension

customisation of products and services

generationally targeted products (e.g. for the over 50s)

re-orientating retail focus, customer base and goods or services

repositioning within the marketplace (e.g. to a high end or discount retailer).

Current performancemay be assessed by:

customer satisfaction ratings

financial analysis using techniques, including:

balance sheet analysis

break even analysis

cash flow analysis

cost-benefit analysis

daily sales and trend analysis

gross profit

profit and loss analysis

return of assets analysis

return on investment (ROI) analysis

sales per employee

sales per square metre of floor space

sales to inventory ratio

stock turnover rate

industry awards received

mystery shopping reports

number of business referrals

performance in industry benchmarking studies

staff feedback received

volume of repeat business.

Risk management control plansare developed using a structured process that may include:

identifying hazards

analysing consequences, such as potential injury, property damage, etc.

assessing risk, including probability, frequency and severity of injury or loss

determining appropriate action, including methods of removing or reducing risk

implementing controls, including:

redesign

removal

new methods

audit

evaluating control measures

recording risk management measures

setting regular risk management review dates.

Strategies to drive change and transformationmay include:

changed decision-making and delegation processes

changed organisational structure

changed role responsibilities of staff

identification of new markets

identification of new products and services

reviewed or new planning processes

reviewed or new work processes.

Impact of transformation strategymay 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.

Skill developmentrequired by staff to foster transformation may include:

analysing sales and other statistics

area management

building rapport with customers

language and literacy

motivating colleagues

planning skills

product knowledge

strengthened:

sales skills

reporting skills

technology skills

crafting of solutions for customers

provision of feedback

team management.