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Elements and Performance Criteria Elements describe the essential outcomes of a unit of competency. Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. 1. Monitor and improve workplace operations. 1.1Monitor efficiency and service levels through close contact with day to day operations. 1.2Ensure that workplace operations support overall organisation goals and quality assurance initiatives. 1.3 Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals. 1.4Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations. 1.5Provide feedback to colleagues and management to inform future planning. 1.6 Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation. 1.7Assess and respond to opportunities to improve sustainability of day-to-day operations. 2. Plan and organise workflow. 2.1Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints. 2.2Delegate work according to principles of delegation. 2.3Assess workflow and progress against agreed objectives and timelines. 2.4Assist colleagues in prioritisation of workload through supportive feedback and coaching. 2.5Provide timely input to appropriate management regarding staffing needs. 3. Monitor and support team members. 3.1Monitor team and individual performance against agreed goals and objectives. 3.2Pro-actively share information, knowledge and experiences with team members. 3.3Challenge and test ideas within the team in a positive and collaborative way. 3.4Provide feedback, coaching and support to team members. 3.5Complete and submit workplace records as required. 4. Solve problems 4.1 Identify and analyse workplace problems from an operational SITXMGT401 Monitor work operations Date this document was generated: 29 July 2013 Approved Page 5 of 10 © Commonwealth of Australia, 2013 Service Skills Australia and make decisions. and customer service perspective. 4.2 Initiate short term action to resolve immediate problem where appropriate. 4.3Analyse problems for long term impact, and assess and action potential solutions in consultation with relevant colleagues. 4.4Where a team member raises a problem, encourage individual participation in solving it. 4.5Take follow up action to monitor effectiveness of solutions
