Manage and improve the organisation's processes

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 LGAGCM705A, 'Manage and improve the organisation's processes'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage and improve the organisation's processes' 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



1. Determine community needs and service expectations

1.1 Extensive research and community consultation are undertaken to determine current and future services required by constituents.

1.2 Mechanisms for open and ongoing consultation and feedback from constituents, internal council staff and elected members are established and maintained.

1.3 Recommended or anticipated changes to services are communicated to senior management and stakeholders for discussion and approval.

1.4 Involvement of constituents and other community members is continuously facilitated in determining new initiatives.

2. Establish and implement performance measurement strategies

2.1 Financial and non-financial performance measures and evaluation criteria for specific program or service delivery are established and agreed upon by relevant stakeholders and communicated to relevant staff and service providers.

2.2 Appropriate financial and non-financial benchmarks are determined and agreed to by relevant stakeholders.

2.3 Where applicable, tender and contract specifications are developed and expressed clearly, concisely and unambiguously.

2.4 Services are monitored to ensure that they effectively and efficiently meet identified needs and service expectations.

2.5 Feedback from customers is communicated to relevant areas within council and incorporated into performance reviews.

2.6 Trends in customer/stakeholder satisfaction and service usage are monitored to identify opportunities for improvements to services or processes.

2.7 Issues of responsiveness and accessibility are reviewed and reported upon accordingly.

3. Facilitate accountability for service outcomes

3.1 Project management systems, reporting mechanisms and processes are established and communicated to service providers.

3.2 Results of all service reviews against desired targets are reported according to standard organisational procedures.

3.3 Tenders and contracted works are regularly monitored and adverse variations in established performance targets are immediately addressed.

3.4 Quality and efficiency of operational processes are measured and documented.

3.5 Service shortfalls are analysed and resolved within council service protocols.

4. Develop and implement change management processes

4.1 Need for change in organisational processes or work culture to support service delivery is identified.

4.2 Change process to address the need is identified and implemented.

4.3 Changes to operational processes or services delivered are recommended and communicated to appropriate personnel with supporting information.

4.4 Staff members are adequately informed of improvement plans, their goals and changes to operational procedures.

4.5 Appropriate methods are employed to gain commitment for change.

4.6 Improvement projects are implemented within agreed timelines and coordinated effectively.

4.7 Effectiveness and benefits of implemented changes are monitored and reported accordingly.

4.8 Outcomes of improvements are reviewed and used for further learning and continuous improvement by being shared with other departments.

Qualifications and Skillsets

LGAGCM705A appears in the following qualifications:

  • LGA70108 - Vocational Graduate Certificate in Local Government Management