Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Procedures and systems may relate to:
administration
health and safety
service standards
technology
work practices.
Sustainability may be:
economic:
business profitability
environmental:
conservation of resources
handling of waste
social:
cultural diversity
ethical practices.
Principles of delegation may relate to:
clear communication of what is required
gaining commitment
no undue interference
regular reporting
selecting the right person.
Workplace records may include:
regular performance reports
staff records.
Workplace problems may include:
delays and time difficulties
difficult customer service situations
equipment breakdown or technical failure
failure to deliver promised service to customers
inadequate financial resources
inadequate staffing
poor rostering
poor staff performance
procedural inadequacies or failures
unrealistic or impractical product development or marketing resulting in operational difficulties.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
plan and organise workflow for a team operation
monitor and respond to a range of team based operational and service issues over a period of time
demonstrate knowledge of work structures plus frontline management roles and responsibilities in the relevant industry sector
demonstrate knowledge of quality assurance, workflow planning and delegation techniques in a frontline management context.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated business operation or activity for which the individual can monitor work activities
a team of people for which the individual can plan and organise workflow.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of a team-based project or work activity conducted by the individual, including reporting on that activity
use of case studies and problemsolving exercises to assess ability to develop approaches to different workplace situations and problems
written or oral questioning to assess knowledge of management principles, management roles and responsibilities and legal issues affecting operational management
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITXHRM402 Lead and manage people
SITXHRM503 Monitor staff performance.