Elements and Performance Criteria

The Range Statement statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range Statement also provides a focus for assessment and relates to the unit as a whole.

Range Description

Type of products and services provided

Business policy and procedures in regard to selling products and services

Size, type and location of business

Business merchandise range

Strategic measurement and evaluation systems and processes

Characteristics of the specific product(s) or service(s)

Management structure and communication relationships

Existing business models and IT infrastructure

Form of web presence and level of e-commerce readiness

Current and emerging applications and technology

Customers including other businesses or end consumers serviced through business customers or directly

Varying levels of staff training

Worksite specific context, variations and environments

Workplace Context

Workplace-specific guidelines, policies and practices

Conditions of service, legislation and industrial agreements

Consultative processes may involve

staff members

teams

management

union representatives

Industrial relations, OH&S specialists

Privacy Act

Other professional or technical staff

Relevant personnel may vary with context, level of employment, ascribed duties, nature of enquiry or response required.

Applicable State/ Territory/ Commonwealth regulations and legislation may include

Occupational Health and Safety

Workplace relations

Workers compensation

Industry codes of practice

License, patent or copyright arrangements

Environmental protection legislation

Equal Employment Opportunity and anti-discrimination law

Emergency procedures

Transport, storage and handling of goods

Sales Tax Act

Australian Competition and Consumer Commission (ACCC) provisions

Trade Practices Act

Sources of information may include

Legislation and regulations

Work procedures and internal manuals

Company operating procedures and instructions

Manufacturer's specifications

Supplier and/ or customer instructions

Manifests

Codes of practice

Quality assurance systems, procedures and policies

Awards, workplace agreements, and other industrial arrangements

Oral/ verbal communication including face to face, telephone, Internet, radio, and such like

Written instructions and communication such as data exchange, letters, e-mails

Non-verbal communication

Feedback

Safety instructions and workplace signage

Direct or indirect

Electronic or hard copy

Policy and protocols

Types of standards, performance benchmarks or specifications may include

Australian Standards

International Standards

Professional standard

Industry standards

International standards organisations, including those for mobile communications and the world wide web

Quality measures and criteria

Planning milestones and timeframes

Design brief

Manufacturers and suppliers standards

Critical documents

Business plans, marketing plans, technical specifications of existing technologies

Business critical factors

Response times, scalability, traffic, data knowledge/ management, security, customer demographics, customer confidence and expectations

Mobile commerce solutions may involve

Implementation in a green field sites

Integration of new solutions with existing IT infrastructures and business processes

Integration with basic e-commerce solutions, that include different business models depending on the final requirement

Integration across operations at different levels of e-business development involving a mix of the above.

Mobile applications of importance may include

Wireless Application Protocol (WAP)

General Packet Radio Service (GPRA)

Code Division Multiple Access (CDMA)

GSM - 2nd generation digital mobile

3rd generation (3G)

3G/ Universal Mobile Telephone Service (UMTS)

Short Message Service (SMS)

Mobile commerce applications include but are not limited to

Instant messaging

Field Service Automation

Wireless Banking

Access to portals

Information services (ie. Weather, traffic, news, sales, food, etc.)

Logistics Management

Mobile Stock Trading

Sales Force Automation

Wireless Ticketing

Wireless finance and retailing services

Corporate System Access

Wireless Travel Management

Joint business objectives will vary based on

should be

Product, range, line, or category performance requirements

Objectives such as those for price, profit, brand share, market share

Supply arrangements may include

Delivery of products

Provision of services

Maintenance and support agreements

Leasing agreements/ consultancies

Research and development

Evaluation of options may include

Stakeholder consultation

Confirmation that a procurement process is necessary

Development of a business case

Comparison of internal versus outsourced provision

Whether to buy or lease

Performance indicators for suppliers may include

Price

Quality

Performance

Supply reliability

Merchandise

Business relationships may be influenced by

Due diligence requirements

Value or money

Data reporting for compliance reasons (Eg. HACCP, OH&S, etc.)

Risk sharing

Market position

Planning cycles and the time of the year

Cost/ Price analysis

Terms and conditions agreed

Intellectual property and technology rights

Value management

Continuous improvement

Supply chain management

Infrastructural and capital outlay requirements

Organisational systems integration and compatibility

The following components of the Evidence Guide relate directly to the Performance Criteria and the Range Statement for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence
Assessment requires evidence of the following products to be collected:
Evaluative and analytic reports on mobile commerce trends and opportunities
Advocate and secure support for business opportunity
Evaluation of a range of potential mobile applications and approaches
Reports on return on investment or other advantages to be secured through deployment of mobile applications and approaches in retail sales and services
Investigative and research mobile applications and approaches
Accessing, comprehending and processing information on mobile commerce and applications accurately according to business policies and procedures
Identify and discuss impact of mobile applications and approaches on customers by type and specific requirements
Advocate for and assist implement mobile applications and approaches that advance business strengths and competitive advantage
Use correct industry terminology

Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Mobile applications
Mobile commerce trends and forecasts
Impact of mobile applications and approaches on exiting markets
Market information, systems and research
Mobile applications and technology development cycles
Price adjustment strategies
Business policy and procedures
Risk factors within specific applications
Planning integration of development and maintenance functions
Determining customer behaviour, needs, expectations and satisfaction levels
Major changes affecting wireless workplaces
Occupational health and safety aspects of job
Basic operational requirements, including those impacting:
Privacy
Products and services
Legislation and statutory requirements, such as:
Equal opportunity legislation
Equal employment opportunity legislation
Anti-discrimination legislation.
Industry awards / enterprise agreements.
Display skills in terms of job role or function, including the ability to:
Ability to improve sales and/ or service systems utilising mobile applications and approaches
Evaluate mobile commerce options and impact on current business
Determine market and financial viability of mobile applications and approaches
Identify and assess risks in adoption of mobile solutions
Plan for the trial and adoption of mobile applications
Deal with vendors to secure the most appropriate application and technology
Make decisions regarding viability of mobile applications and approaches
Secure approval for review and introduction of mobile applications and approaches.

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRO13A can be assessed with other units which make up a particular job function.

Evidence gathering methods

Evidence should include products, processes and procedures from the workplace context or from a simulated work environment. Evidence might include:

Observation of the person in the workplace
A simulated role play
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A real or simulated work environment

Relevant documentation, such as:

legislation and statutory requirements
occupational health and safety requirements
industry codes of practice
information and performance data on existing business model and IT infrastructure

Access to information on:

markets
competitors
products and services
suppliers
new technology

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Communication of ideas and information will be applied when conveying information about mobile commerce applications, organisation of trials and outcomes of trialing /evaluation to relevant personnel. (3)

Collecting analysing and organising information
Information on mobile commerce applications and their impact on operations will need to be collected, analysed and organised. (3)

Planning and organising activities
The evaluation and trialing of mobile commerce applications requires activities to be planned and organised. (3)

Working with others and in teams
Team work will be applied when seeking information from others and reporting outcomes. (2)

Using mathematical ideas and techniques
Mathematical ideas and techniques are required when assessing the impact of mobile commerce applications on operations. (3)

Solving problems
Problem solving skills will be applied when analysing the impact of mobile commerce applications and taking improvement action based on the outcomes of evaluation. (3)

Using technology
The use of technology will be applied throughout this unit. (3)