Continuously improve operational retail 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 SIRXSRM804, 'Continuously improve operational retail processes'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Continuously improve operational retail 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


Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Assess the benefits of continuous improvement and quality management.

1.1.Research and analyse the concepts, principles and tools of quality management and continuous improvement.

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

1.3.Research the current and future service requirements of customers.

2. Use performance measures to drive improvement.

2.1.Establish financial and non-financial performance measures and evaluation criteria for the organisation or for specific projects or services.

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

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

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

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

3. Design and implement changed and improved processes.

3.1.Analyse and select a change process to drive the process improvement.

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

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

3.4.Select and implement strategies to gain commitment for change.

3.5.Implement improvement projects within agreed timelines.

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

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

4. Embed sustainability within improved processes.

4.1.Identify and prioritise opportunities for the implementation of sustainable policies and practices.

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

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

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

5. Manage monitoring and accountability processes.

5.1.Establish reporting mechanisms and communicate expectations to staff.

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

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

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