Develop, implement and review quality framework

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 CHCMGT001, 'Develop, implement and review quality framework'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Develop, implement and review quality framework' 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



Elements define the essential outcomes

Performance criteria specify the performance needed to demonstrate achievement of the element

1. Develop a framework for quality service delivery

1.1 Establish quality service standards through consultation with stakeholders and benchmarking against industry standards or existing quality frameworks

1.2 Develop strategies to ensure procedures deliver high quality services that support good practice standards and the rights and interests of clients

1.3 Identify organisation barriers or issues that impact on delivery of high quality service and develop strategies to address them

1.4 Identify opportunities for continuous improvement and incorporate them into operational plans

1.5 Define and implement continuous improvement processes to monitor and ensure quality client service delivery

1.6 Plan and ensure the involvement of all parties in quality improvement processes

2. Monitor and review service delivery against quality framework

2.1 Use a range of appropriate processes to monitor and review quality of service outcomes for clients and the community

2.2 Monitor and review strategies for addressing barriers and issues relating to quality

2.3 Regularly update service delivery procedures to reflect good practice and to respond to changing legislative requirements and client needs

2.4 Identify need and opportunities for staff to develop the necessary competencies to meet changing service delivery requirements

2.5 Establish and use feedback mechanisms to involve all users of the service and other relevant parties in the review process

2.6 Investigate and document the effects of services on all clients

2.7 Identify differences between stakeholder expectations and service delivery objectives

2.8 Establish mechanisms to provide clients and stakeholders with information about review results

3. Plan and implement revised strategies to improve outcomes

3.1 Use review findings to identify threats to quality

3.2 Respond to and investigate complaints and use as feedback to improve outcomes

3.3 Design and implement a plan with immediate and long term goals to develop and improve the quality of service in consultation with stakeholders

3.4 Provide information to relevant parties about the plan and the processes to be used

4. Ensure the continuous improvement of service standards

4.1 Ensure that revised service standards incorporate stakeholder expectations and available resources

4.2 Regularly communicate service standards and good practice to all stakeholders

4.3 Establish procedures to check that appropriate practice is carried out

4.4 Regularly promote, model and demonstrate good practice to all workers

4.5 Regularly discuss issues with workers and incorporate necessary changes into strategies for continuous improvement