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Elements and Performance Criteria

Required Skills

Required skills

analytical and problemsolving skills to ensure the system is working in accordance with organisational expectations and to deal with contingencies

technology skills to work with and manage the use of the information or knowledge management system

Required knowledge

legislation codes of practice and national standards for example

privacy and confidentiality legislation

freedom of information legislation

AS Knowledge management A guide

organisational policies and procedures for example

records management

information management

customer service

commercial confidentiality

organisational operations and existing data and information systems

Evidence Required

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

analysis of the strengths and weaknesses of information or knowledge management systems and evaluation of suitability for a particular work or organisational context

knowledge of relevant legislation codes of practice and national standards

Context of and specific resources for assessment

Assessment must ensure

access to system

access to system user feedback

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

assessment of written reports reviewing and evaluating information or knowledge management systems

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 relevant organisational policies and procedures

review of identified learning needs personnel and stakeholders regarding the information or knowledge management system

evaluation of monitoring and documentation about the effectiveness of learning activities

analysis documentation reporting on the strengths and limitations of the system

review of recommendations made for improvements to the system policy or work practices

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

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.

Relevant personnel include:

managers, leaders, supervisors and coordinators

staff, team members and colleagues

Stakeholders include:

clients and customers

employee representatives

industry, professional and trade associations

regulatory bodies and authorities

tenderers, suppliers and contractors

Information or knowledge management is defined as:

equipment, strategies, methods, activities and techniques used formally and informally by individuals and the organisation to identify, collect, organise, store, retrieve, analyse, share and draw on information and knowledge valuable to the work of the organisation

An information or knowledge management system:

comprises policies, protocols, procedures and practices to manage information or knowledge within the organisation and among relevant stakeholders

Learning activities include:

coaching and mentoring programs

information sessions, briefings, workshops and training programs

paper-based or electronic (including intranet) learning opportunities

use of expert workers such as coaches and mentors to help other personnel use the system

Policies and procedures for the information or knowledge management system cover:

complying with legislative requirements (such as privacy, confidentiality and defamation requirements) and other policies and procedures

content guidelines

ensuring accuracy and relevance of knowledge input into the system

mechanisms, formats and styles of input to system, including appropriate alternative formats for people with a disability

permissions for input

removing out-of-date, inaccurate and content that is no longer relevant

selecting, maintaining and disposing of knowledge in the system

sharing knowledge in the system

Performance measures include:

key performance indicators

other systems and measures to enable assessment of how, when, where and why outcomes are being achieved

performance objectives

performance standards (including codes of conduct)

qualitative or quantitative mechanisms to measure individual performance