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Elements and Performance Criteria

1. Identify organisational relationships
   • Map actual and intended process flows within and between teams.
   • Map actual and intended communication/information/data flows within and between teams.
   • Identify and map other interactions (actual and intended) within and between teams.
   • Determine the consequences in terms of customer benefit of intended flows/interactions.
   • Determine the consequences in terms of customer benefit of the actual flows/interactions.
2. Foster cooperation within team
   • Present relationships information to team members.
   • Discuss areas where greater cooperation would yield benefits.
   • Agree on ways to achieve greater cooperation in these areas.
   • Facilitate team implementation of agreed changes.
3. Foster cooperation between teams
   • Present relationships information to teams/team representatives.
   • Discuss areas where greater cooperation would yield benefits.
   • Agree on ways to achieve greater cooperation in these areas.
   • Obtain any necessary approvals for proposed changes.
   • Facilitate implementation by teams of agreed changes.
4. Identify sources of tension, conflict or competition
   • Examine team and individual key performance indicators (KPIs) for sources of conflict/competition.
   • Examine flows and interactions for possible sources of conflict and competition.
   • Observe interactions between team members and identify tensions, conflicts and competition.
   • Observe interactions between teams and identify tensions, conflicts and competition.
   • Observe response to change and resistance to change.
5. Reduce causes of tension, conflict or competition
   • Draft modified KPIs to reduce causes of conflict and competition.
   • Draft modified systems causing conflicting flows and interactions.
   • Facilitate discussions within and between teams to identify causes of tensions, conflicts and competition.
   • Facilitate discussions to develop a consensus solution to identified causes of tensions, conflicts and competition.
   • Obtain any required approvals for suggested/drafted changes.
   • Facilitate the implementation of the agreed solutions.
   • Take actions to ensure agreed changes become standard practice.

Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.
Competitive systems and practices include one or more of:	lean operations agile operations preventative and predictive maintenance approaches statistical process control systems, including six sigma and three sigma Just in Time (JIT), kanban and other pull-related operations control systems supply, value, and demand chain monitoring and analysis 5S continuous improvement (kaizen) breakthrough improvement (kaizen blitz) cause/effect diagrams overall equipment effectiveness (OEE) takt time process mapping problem solving run charts standard procedures current reality tree.
Organisational teams include one or more of:	downstream customer teams (internal or external) upstream supplier teams (Internal or external) support teams (e.g. maintenance and information technology (IT)).
Cooperation within teams includes one or more of:	assistance with problem solving dealing with disruptions to flow dealing with variations of flow level/volume dealing with variations in quality/quantity/timeliness.
KPIs include one or more of:	reward systems systems (formal and informal) which encourage some types of behaviour over others.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and include the ability, for one (1) or more teams, to:

critically examine relationships within and between downstream, upstream and support teams and to take action to improve them

identify relationships/relationship maps

identify sources of conflict/tension

consensus development of improvement plans, including setting of KPIs

implement improvement plans and rechecking subsequent relationships

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Knowledge Evidence

Must provide evidence that demonstrates sufficient knowledge to interact with relevant personnel and be able to facilitate healthy relationships within and between teams, including knowledge of:

competitive systems and practices principles, strategies and techniques

organisational goals, products and processes

types of KPIs, their applications and limits

approval processes within organisation

communication methods across a variety of media and formats, including preparation of formal proposals and negotiations

continuous improvement

process mapping, communication and people interaction mapping

customer perception of value.

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