Elements and Performance Criteria

RANGE STATEMENT
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.
Strategies may refer to:
clarification of roles and expectations
communication devices and processes, such as intranet and email communication systems, to facilitate input into workplace decisions
longterm or shortterm plans factoring in opportunities for team input
mentoring and ‘buddy’ systems to support team members to participate in decision making
performance plans
reward/recognition programs for high performing staff
training and development activities

Systems may refer to:
forums, meetings
newsletters and reports
policies and procedures
webbased communication devices

Continuous improvement processes may include:
cyclical audits and reviews of workplace, team and individual performance
evaluations and monitoring of effectiveness
modifications and improvements to systems, processes, services and products
policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures
seeking and considering feedback from a range of stakeholders

Stakeholders may include:
business or government contacts
funding bodies
individuals within the work team
internal and external contacts
organisation’s clients and customers
professional associations
senior management and board members
unions/employee groups

Operational progress may refer to:
customer service indicators
occupational health and safety indicators
productivity gains
success in meeting agreed goals and performance indicators

Documentation of work team performance may include:
annotated performance plans
quantitative data such as production figures
recommendations for improvement
records and reports

EVIDENCE GUIDE
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 following is essential:
examples of strategies and approaches to improve work outcomes or organisational functioning
methods for monitoring performance knowledge of continuous improvement systems and processes.
Context of and specific resources for assessment
Assessment must ensure:
access to appropriate documentation and resources normally used in the workplace.

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:
analysis of responses to case studies and scenarios
assessment of written reports
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
observation of presentations
oral or written questioning to assess knowledge of quality systems
review of strategies developed to ensure that team members are actively encouraged and supported to participate in decision making processes, and to assume responsibility and exercise initiative
evaluation of how customer service strategies were communicated to all stakeholders
review of documentation outlining work team performance.

Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other units from the Diploma of Management.