Manage and transform sales and service programs

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 SIRXSRM806, 'Manage and transform sales and service programs'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage and transform sales and service programs' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

Element

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. Diagnose need for the transformation program.

1.1.Conduct research that is internal and external to the organisation to identify opportunities and rationale for transformation within the organisation.

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

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

1.4.Identify and prioritise change and transformational strategies for action.

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

2. Prepare a transformation strategy.

2.1.Identify, cost and budget the requirements for human and other resources required to implement the strategy.

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

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

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

3. Analyse barriers to transformation.

3.1.Identify, cost and allocate the resources required to support the implementation of a transformation strategy.

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

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

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

4. Implement transformation strategy.

4.1.Identify, secure and brief team members participating in sponsoring and driving the transformation strategy.

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

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

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

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

4.6.Identify and manage conflict between individuals according to organisational procedures.

5. Evaluate outcomes and review transformation strategy.

5.1.Quantify and analyse outcomes achieved from the implementation of the transformation strategy.

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

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