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Elements and Performance Criteria

  1. Define extent and nature of non-conformance
  2. Determine priorities and actions
  3. Identify information needs
  4. Implement response
  5. Establish plan to return to normal conformance
  6. Conclude and review response

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.

Major non-conformance includes one or more of:

a failure to receive a delivery

receiving a delivery which is out of specification

a failure of the transport system to make deliveries to customers or from suppliers

a problem in the process which fails to produce product or only produces non-conforming product

a major incident, such as a fire or loss of containment

a breakdown of critical plant/equipment

a commercial or legal problem which affects the ability to produce to requirements

excessive absences of key personnel due to illness or transport breakdown

a security situation preventing key personnel from performing their duties and/or deliveries being made

a major supply shortage or price increase.

Business impacts include one or more of:

sudden increase in defect rates

loss of supply of materials or components

loss or severe restriction of operational capability

loss of transport from process

increases in fuel energy costs

increases in the cost of finance/capital.

Performance includes one or more of:

production volume

product quality

production cost

sustainability and similar measures as appropriate at the team level.

Response to minimise the impact of the non-conformance on the customer includes one or more of:

supply from another source

production from other areas

agreements for reduced supply

agreements to accept different quality

short-term responses to cover immediate situation

different long and medium-term response

transition strategies where there are different strategies at different phases of the response.

Timing of responses include one or more of:

implementation following initial containment/stabilisation of situation (e.g. where the non-conformance is a major incident, such as a fire or loss of containment)

immediate initiation but delayed implementation (e.g. where the non-conformance is a breakdown of critical plant/equipment which will require repair/replacement before implementation)

immediate implementation (e.g. when the non-conformance does not prevent the response from starting or there is an alternative which bypasses the non-conformance).

Stakeholders include one or more of:

work team members

value stream members

other stakeholders internal and external to the team/organisation who are impacted by the non-conformance.

Team leader includes one or more of:

a person who has a formal, permanent role

a person who has an ad hoc role in facilitating the function of a team in a workplace.

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 to respond to one (1) or more simulated/’war gamed’ major non-conformances and to:

define the nature and extent of the non-conformance (from the information provided as part of the simulation)

develop an appropriate, prioritised set of responses

collect and disseminate relevant information to the stakeholders

implement the response(s) to the non-conformance

develop and simulate the implementation of a recovery plan

debrief, capture learnings and make recommendations for improvements to responses.

Knowledge Evidence

Must provide evidence that demonstrates sufficient knowledge to interact with relevant personnel and be able to respond to a major non-conformance, including knowledge of:

identification of non-conformances and their consequences

prioritisation of business impacts based on key indicators, such as such as effect on error rates and defects, loss of or delay in supply of materials or components, loss or severe restriction of process capability, loss of transport from or to operational centre or process facility, unplanned increases in costs of materials or services, increases in the cost of finance/capital, and sudden change in regulatory requirements

prioritisation of responses based on business and customer needs, such as customer requirements, the philosophies and strategies of the organisation, HSE requirements, delivery, statutory and contractual requirements

negotiation methods

dealing with stress.