ELEMENT

PERFORMANCE CRITERIA

1. Identify and measure satisfaction levels of internal/external customers

1.1. Access, interpret and apply compliance documentation relevant to operational management plans

1.2. Identify internal and external customers and establish their requirements

1.3. Analyse various formal and informal methods of measuring customer satisfaction

1.4. Develop appropriate strategies and plans to measure customer satisfaction levels

1.5. Communicate feedback from customers to all areas which may benefit from the information

1.6. Monitor trends in customer satisfaction levels to seek opportunities for improvement

2. Measure current operational processes for quality and efficiency

2.1. Identify the key performance indicators (KPIs) influencing quality and efficiency of specified processes

2.2. Identify and analyse parameters of desired performance

2.3. Use information on current practices and performance to identify opportunities for improvements in quality and productivity

2.4. Communicate recommendations so that improvement plans can be developed

3. Interpret strategic goals to determine operational implications

3.1. Know and understand the organisation's current strategic goals

3.2. Interpret strategic plans to identify implications for own site

3.3. Undertake risk analysis of strategic plans to establish implications for own site

3.4. Undertake consultation with appropriate people to ensure that the full implications of the organisation's strategic goals on the site are known

3.5. Ensure that the strategic role of the site operations within the total business system is communicated to relevant personnel

4. Develop operational plans to enable the achievement and improvement of strategic goals

4.1. Analyse operations to identify improvements required to achieve the strategic goals

4.2. Establish communication processes to report the progress and any problems occurring with the implementation of operational plans

4.3. Formulate and deploy action plans which detail site goals, resource requirements, priorities and timelines

4.4. When anticipated improvements are unachievable analyse the causes and make appropriate adjustments

4.5. Review and use the outcomes of improvements for further learning and continuous improvement

Required skills

Specific skills are required to achieve the performance criteria in this unit, particularly for the application in the various circumstances in which this unit may be applied. This includes the ability to carry out the following as required to establish, implement and maintain operational management plans:

apply legislative, organisation and site requirements and procedures

identify the aspects of the site and their relationship to the environment

identify possible reasons for failure in site performance

relate goals and actions to the strategic aims of the site

identify the vision of the future of the site

identify the relationship between proposed goals and actions and the strategic aims of the site

apply opportunities to achieving longer-term aims or needs of site

apply ethical principles to proposed objectives and the create an ethical cultures

identify the interests of stakeholders and their implications for the site and individuals

identify and raise ethical concerns relevant to the site

work towards the resolution of ethical dilemmas based on reasoned approaches

communicate a vision which generates excitement, enthusiasm and commitment

listen actively, ask questions, clarify points and rephrase others' statements to check mutual understanding

adopt communication styles appropriate to listeners and situations, including selecting an appropriate time and place

present yourself positively to others

create and prepare strategies for influencing others

demonstrate an understanding of the culture of the site and act to work within it or influence it

establish information networks to search for and gather relevant information

make use of existing sources of information

seek information from multiple sources

break processes down into tasks and activities

identify patterns or meaning from events and data which are not obviously related

produce a variety of solutions before taking a decision

take decisions which are realistic for the situation

Required knowledge

Specific knowledge is required to achieve the Performance Criteria of this unit, particularly its application in a variety of circumstances in which the unit may be used. This includes knowledge of the following, as required to establish, implement and maintain operational management plans:

strategic planning

statutory and site rules, policies, procedures and regulations

critical path analysis and planning methods and techniques

corporate planning model and techniques

risk management processes and techniques

industrial awards/enterprise agreements

OHS

advanced negotiation techniques

organisational change and development

assertive techniques

action planning methods

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

The evidence required to demonstrate competency in this unit must be relevant to worksite operations and satisfy all of the requirements of the performance criteria, required skills and knowledge and the range statement of this unit and include evidence of the following:

knowledge of the requirements, procedures and instructions for establishing, implementing and maintaining operational management plans

implementation of procedures and techniques for the safe, effective and efficient establishing, implementing and maintaining of operational management plans

the identification of the relevant information and scope of the work required to meet the required outcomes

the identification of viable options and the selection of options that best meet the required outcomes

working with others to establish, implement and maintain operational management plans

consistent and timely establishing, implementing and maintenance of operational management plans

Context of and specific resources for assessment

This unit must be assessed in the context of the work environment. Where personal safety or environmental damage are limiting factors, assessment may occur in a simulated environment provided it is realistic and sufficiently rigorous to cover all aspects of workplace performance, including task skills, task management skills, contingency management skills and job role environment skills.

The assessment environment should not disadvantage the participant. For example, language, literacy and numeracy demands of assessment should not be greater than those required on the job.

Customisation of assessment and delivery environment to sensitively accommodate cultural diversity.

Aboriginal people and other people from a non English speaking background may have second language issues.

Assessment of this competency requires typical resources normally used in the work environment. Selection and use of resources for particular worksites may differ due to site circumstances.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Method of assessment

This unit may be assessed in a holistic way with other units of competency. The assessment strategy for this unit must verify required knowledge and skill and practical application using more than one of the following assessment methods:

written and/or oral assessment of the candidate's required knowledge

observed, documented and/or first hand testimonial evidence of the candidate's:

implementation of appropriate procedures and techniques for the safe, effective and efficient achievement of the required outcomes

identification of the relevant information and scope of the work required

identification of viable options and the selection of options that best meet the required outcomes

consistently achieving the required outcomes

first hand testimonial and documentary evidence of the candidate's:

working with others to establish, implement and maintain operational management plans

consistent and timely gaining of approval of operational management plans

provision of clear, timely required support and advice on the implementation of operational management plans

Guidance information for assessment

Consult the SkillsDMC User Guide for further information on assessment including access and equity issues.

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 compliance documentation

may include:

legislative, organisation and site requirements and procedures

manufacturer's guidelines and specifications

Australian standards

codes of practice

Employment and Workplace Relations legislation

Equal Employment Opportunity and Disability Discrimination legislation

Management operates within:

work schedules may include shift work and varying hours of duty

environments ranging from simple to complex and diverse

appropriate policies, guidelines and processes

a level of autonomy which may range from limited to substantial

quality and continuous improvement processes and standards

business and performance plans

ethical standards established by the organisation

productivity and profitability objectives and targets

best practice and benchmarking principles and practices

legislation, code and practices

resource parameters which may be defined or negotiated

training and development principles and practices

human resource policies and practices including interviewing, counselling, dispute settling and discipline

financial accountability including profit and loss statements

enterprise/industrial agreements/awards

Management may assume varying roles including:

leader

coach/facilitator

mentor

participant

director

trainer

assessor

Management will typically make decisions to:

maintain statutory/legal compliance

influence operational performance

plan production schedules

maximise production and minimise operating costs/risks and non-conformances

analyse and review market/production predictions and costs

manage projects and tasks

Strategies are:

plans which will guide the site in achieving its objectives

Analysis is:

the process of organising and interpreting information so that conclusions can be drawn; methods may be formal and planned, or informal and ad hoc

Consultation is:

asking others for their views and involving them openly in decision making

Consultation may typically include:

regulatory authorities

tenderers/project managers

contractors/employees

community

customers

suppliers

Resources may include:

people

finance

equipment

environment

buildings/facilities

technology/information