This unit requires senior operations staff to achieve business and improvement targets by securing work team commitment to quality assurance, and the ongoing maintenance and assertion of productivity and quality systems.
Elements and Performance Criteria
Efficiently manage systems for monitoring supply of both products and services to the business.
Implement systems for monitoring production and delivery of products and services.
Anticipate and manage disruptions to production and delivery of products and services.
Identify and report potential improvements to business processes and systems.
Immediately implement corrective actions to improve quality or productivity.
Identify and set measures for service and process quality.
Apply tools for measuring quality.
Assess and report adherence to quality standards.
Build a commitment to continuous improvement.
Ensure work groups and teams understand quality approaches and procedures.
Design and complete work according to quality procedures and standards.
Confirm and communicate performance to relevant teams, operational units and managers.
Secure commitment of team members to quality outcomes and processes.
Seek feedback on how to improve process and service quality.
Implement process quality.
Devise quality standards affecting a specific work area.
Make tools for monitoring quality performance accessible to all staff.
Complete work according to quality standards.
Review existing work practices to ensure compliance with quality outcomes.
This section describes the essential skills and knowledge and their level, required for this unit.
The following skills must be assessed as part of this unit:
interpersonal communication skills to:
communicate performance and seek feedback through clear and direct communication
ask questions to identify and confirm requirements
use language and concepts appropriate to cultural differences
use and interpret non-verbal communication
teamwork and leadership skills
literacy and numeracy skills in regard to:
monitoring supply of products and services
developing and applying tools for analysing and measuring quality
evaluating performance and quality outcomes
time management and planning
prioritising work schedule.
The following knowledge must be assessed as part of this unit:
quality improvement concepts, principles, philosophies and practices
methods and techniques in interpersonal communication
common types of teams
comparative approaches to achieve quality outcome
tools used to measure quality improvement in a range of contexts
objectives and key principles of quality improvement approaches
alternative approaches to quality
essential features of a quality system or approach
information sources on product and supply arrangements for customers
business policy and procedures regarding:
quality standards and benchmarks
quality systems and standards organisations
OHS aspects of job
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifies and utilises the appropriate quality tool to use when measuring a given situation
applies quality concepts and principles to work practices
provides evidence of quality and timeliness of task performance over time by generating practical, up-to-date quality assurance manuals
documentary evidence of efforts to assure quality, including audits, compliance reports, quality reviews, work instructions and team communication tools
effective communication of quality process information to relevant management and team members.
Context of and specific resources for assessment
Assessment must ensure access to:
a wholesale work environment
relevant documentation, such as:
store policy and procedures manuals
relevant legislative information
a range of communication equipment
a work team.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
third-party reports from a supervisor
review of portfolios of evidence
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.
Disruptions may include:
quality of materials.
Information may be reported:
Tools for measuring quality may include:
seven tools of quality
internal measurement devices and systems
tools associated with an approach that involves quality.
Quality standards may relate to:
AS and NZ ISO series
Australian Quality Awards
professional and industry standards
quality measures and criteria
planning milestones and timeframes
manufacturer and supplier standards
other recognised framework.
Workgroups and teams may include:
small work teams
Approaches and procedures may include:
continuous quality improvement
total quality management
total service quality
Feedback may be sought and given:
Staff may include:
full-time, part-time or casual staff
staff under contract
people with varying degrees of language and literacy
people from a range of cultural, social and ethnic backgrounds
people with a range of responsibilities and job descriptions.
Quality and Innovation
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.