Develop, manage and maintain quality systems

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AMPMGT504, 'Develop, manage and maintain quality systems'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Develop, manage and maintain quality systems' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria


Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish requirements of the quality system

1.1 Develop policies expressing the organisation's commitment to the quality system and processes

1.2 Identify legislative requirements for enterprise quality systems

1.3 Determine scope and objectives of the quality system, including links with all enterprise operations, customers, suppliers and contractors

1.4 Establish Quality performance standards, including customer and supplier service standards, in accordance with enterprise goals and directions

1.5 Identify resource requirements and include them in financial, human resource and operational plans

2. Design and prepare for the quality system

2.1 Select and design Quality systems to meet enterprise, customer and regulatory requirements

2.2 Ensure Quality principles underpin all enterprise operations to achieve business goals and performance standards

2.3 Clearly define and communicate responsibilities for development, implementation and operation of the system

2.4 Involve personnel from all levels and areas of the organisation in the development and implementation of the quality system

2.5 Develop and validate system components, procedures and supporting documentation

2.6 Develop consultative and communication strategies to link the quality system with all aspects of enterprise operations

2.7 Determine and negotiate supplier or contractor service standards and audit requirements

2.8 Develop performance measures and indicators to assess performance against policies, goals and relevant standards

3. Implement and monitor the quality system

3.1 Prepare and resource implementation plan

3.2 Prepare and resource training plans to provide personnel at all levels with quality concepts and skills

3.3 Address Quality system requirements and customer focus in the establishment, operation and evaluation of all enterprise systems

3.4 Identify and validate control and preventative action measures

3.5 Develop and monitor corrective action procedures

3.6 Establish procedures for reporting, recording and responding to non-conformances and non-compliances

3.7 Monitor and document customer and supplier service standards

3.8 Collect, analyse and report implications of Quality data

3.9 Monitor Quality costs and performance

3.10 Prepare Quality system for external review and approval by relevant authorities

4. Continuously improve the quality system

4.1 Monitor and review impacts of the quality system on enterprise operations

4.2 Resolve responses to customer complaints and requests and use feedback to improve the system

4.3 Establish procedures for the ongoing identification and resolution of issues

4.4 Update Quality system for changes in process, technical information, customer and regulatory requirements

4.5 Include stakeholders in decision making and continuous improvement processes and strategies

4.6 Feed Quality system results, findings and conclusions into improvement processes

4.7 Analyse costs and benefits of the quality system

4.8 Continuously review Quality goals and targets

5. Communicate quality outcomes

5.1 Complete certification of products and processes consistent with quality outcomes according to customer and regulatory requirements

5.2 Promptly notify regulatory authorities and agencies of breaches and non-compliance incidents

5.3 Use Quality outcomes to promote public confidence in enterprise products and services