This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies: delays and time difficulties; difficult customer service situations; equipment breakdown or technical failure; financial resources; staffing levels and skill profiles; rostering requirements; staff performance; procedural requirements; product development and marketing; - monitor and respond to team-based operational and service issues during the above operation or activity, and; - complete each of the following organisational records for the above operation or activity: performance reports; staff records.Students will also be expected to demonstrate the following knowledge: - work organisation and planning methods appropriate to the industry sector; - leadership and management roles and responsibilities in the relevant industry sector; - operational functions in the relevant industry sector; - procedures and systems to support work operations: administration; health and safety; human resources; service standards; technology, and; work practices; - concepts of quality assurance and how it is managed and implemented in the workplace; - sustainability considerations for frontline operational management: relationship between operational efficiency and financial sustainability; ways of minimising waste in the relevant work context; social responsibilities of the operation; - time management principles and their application to leaders and managers for planning own work and the work of others; - principles of effective delegation and delegation techniques in a frontline management context: clear communication of what is required; gaining commitment; no undue interference; regular reporting; selecting the right person; - problem-solving and decision making processes and techniques and their application to typical workplace issues; - industrial or legislative issues that affect short-term work organisation appropriate to the industry sector: - relationship of relevant industrial awards to hours and conditions of work, and; - ensuring systems and procedures meet work health and safety requirements.

Where to next?

As part of a course

