Unit Standard |
Details |
Learning Resources |
Unit 8073
Level 4
Credits 8
Version 5 |
Establish, develop, and improve quality-focused aspects of supplier relationships Establish quality-focused relationships with suppliers Develop, maintain, and improve quality-focused relationships with new or existing suppliers Evaluate supplier performance
|
Provider(s): Reference Materials available: Book: Cox, A. Lonsdale, C. Sanderson, J. & Watson, G. Business Relationships for Competitive Advantage
|
Unit 8074
Level 4
Credits 8
Version 5 |
Establish, develop, and improve quality-focused aspects of customer relationships Establish quality-focused relationships with customers Develop, maintain, and improve quality-focused relationships with new or existing customers Evaluate their own performance as a supplier
|
Provider(s): Reference Materials available: Book: Gerson, R. Measuring Customer Satisfaction
Video: DVD/Video with Booklet: Booklet: |
Unit 8077
Level 3
Credits 4
Version 5 |
Participate in a team to achieve specified quality improvement objectives - Contribute to team function and its specified quality improvement objectives
- Contribute to team decision-making to achieve specified quality improvement objectives
|
Provider(s): Reference Materials available: DVD with Booklet: - Teams - Skills for Team Members
Video with Booklet: - Communicating in a Team
- Teams - You can Make the Difference
Video with CD: - Project Management for Teams
|
Unit 8081
Level 3
Credits 8
Version 5 |
Collect data for a specified purpose - Prepare for data collection for a specified purpose
- Gather data for the specified purpose; and record data and calculate results
|
Provider(s): Reference Materials available: |
Unit 8084
Level 6
Credits 14
Version 5 |
Audit quality management systems for compliance with quality standards - Prepare to carry out a quality audit
- Carry out technical aspects of a quality audit
- Carry out interpersonal aspects of a quality audit
- Report on a quality audit
- Verify corrective actions
|
Provider(s): Reference Materials available: |
Unit 8085
Level 3
Credits 4
Version 4 |
Demonstrate knowledge of quality and its management - Explain fundamentals of quality and its management
- Explain the role of supply chain relationships in quality and its management
- Explain roles and responsibilities for ensuring quality in an organisation
- Describe quality management systems
- Identify approaches to quality improvement
|
Provider(s): Reference Materials available: Book: - Harberer, J. TQM - 50 Ways to Make it Work for you.
Website: - NZ Business Excellence Foundation - tools, tips, templates, guides to Baldrige, TQM and others
- NZ Organisation for Quality - see their resources and handy links
- UK Dept of Trade and Industry - From Quality to Excellence. A great site with good sections on gurus (who, what, why) and a description of the theories e.g. TQM. Good case studies.
|
Unit 8086
Level 4
Credits 4
Version 4 |
Demonstrate knowledge required for quality auditing Demonstrate knowledge of: - Quality auditing, preparation for auditing
- Quality standards
- Auditor behaviour
- Registration of auditors and accreditation of certifying bodies
|
Provider(s): Reference Materials available: |
Unit 8087
Level 3
Credits 5
Version 4 |
Use core quality management tools - Select and use quality management tools
- Interpret results
- Evaluate the effectiveness of the quality management tools used
|
Provider(s): Reference Materials available: Website: |
Unit 8472
Level 6
Credits 15
Version 4 |
Establish and foster a client focus for public sector service delivery - Determine and articulate benefits and implications of the adoption of a client centered focus for service delivery
- Assess the need for changes in current business processes and practices to meet client needs
- Develop strategies to assess and respond to changing client needs
|
Provider(s): Reference Materials available: Book - Kemp, S.M. & Kemp, S. Business Statistics Demystified
|
Unit 8473
Level 6
Credits 10
Version 4 |
Establish processes for public sector organisations to optimise interface with the public - Determine nature of interface required to meet public needs
- Establish and enhance points of public contact
- Develop processes and staff to respond appropriately to public enquiries and requests
|
|
Unit 8475
Level 7
Credits 20
Version 4
|
Develop public sector service delivery objectives, and implement systems to meet client needs - Formulate service delivery objectives
- Design and implement effective service delivery processes
- Develop and implement management systems to support delivery processes
- Develop and implement effective monitoring and reporting
|
|
Unit 8480
Level 6
Credits 10
Version 4 |
Provide public sector services that comply with government legislation, principles, and priorities - Identify and interpret provisions of legislation that impact upon service delivery
- Achieve standards for the provision of services
- Identify and interpret government principles that impact upon service delivery
- Monitor and assess the implications of government priorities for service delivery
- Ensure that service delivery processes and systems comply with government legislation, principles, priorities, and standards and achieve policy objectives
|
|
Unit 8482
Level 6
Credits 15
Version 4 |
Establish and develop referral processes for public sector organisations - Define the nature and extent of services delivered by the organisation
- Liaise with groups and individuals to develop referral processes that are effective for clients and the organisation
- Establish networks with external service providers and develop referral protocols that are effective for clients and the provider
- Establish processes to monitor and review internal and external referral processes
|
|
Unit 8483
Level 5
Credits 10
Version 4 |
Contribute to the development of public sector service delivery objectives and systems - Contribute to the review and evaluation of effectiveness of service delivery objectives and systems
- Contribute to the revision and development of service delivery policies and/or procedures to meet public sector organisation objectives
|
|
Unit 8484
Level 5
Credits 10
Version 4 |
Produce public sector service delivery implementation guidelines - Analyse service delivery policies and derive implementation factors for service delivery
- Consult with service delivery personnel and relevant external sources to define and confirm implementation issues
- Develop, test, and communicate implementation guidelines
- Establish processes to monitor and review implementation guidelines
|
|
Unit 8485
Level 6
Credits 10
Version 4 |
Communicate government policies and priorities to public sector clients and interested parties - Identify and interpret government policies in relation to department, agency, or section operations
- Recognise government priorities in relation to department, agency, or section operations
- Communicate and clarify implications of governments policies and priorities for clients and interested parties
|
|
Unit 8487
Level 5
Credits 10
Version 4 |
Meet public sector organisation requirements for the provision of services - Encompass organisation values in service delivery systems and processes
- Meet organisation objectives for service delivery
- Comply with organisation systems and procedures
|
Provider(s): Reference Materials available: |
Unit 8493
Level 5
Credits 10
Version 3
|
Provide leadership for a team in an organisation - Identify and use appropriate leadership styles in the workplace
- Establish team behavioural expectations and standards
- Facilitate a team in its work
- Enhance working relationships with people outside the team
|
Provider(s): Reference Materials available: Book: - Caroselli, M. The Business Ethics Activity Book
- Johnson, R. & Eaton, J. Essential Managers: Influencing People.
- Kippenberger, T. Leadership Styles.
Big File: - Developing Successful Leaders
- Managing Virtual Teams
- First Time Leadership
- Management at Work
Big File with DVD: - Cleeton, D. & Sharman, D. Influencing Skills
|
Unit 8495
Level 5
Credits 5
Version 2
|
Develop self to improve performance - Identify opportunities to develop own performance
- Plan own development
- Develop self
|
Provider(s): Reference Materials available: Book: - Gaynor, G. What Every New Manager Needs to Know: Making a Successful Transition to Management, Ch 10
- Shea, G. F. Making the Most of Being Mentored
Video: - Exercising Personal Power
Big File with DVD: - Live & Learn: Learning Pack
Website: |
Unit 8496
Level 5
Credits 5
Version 2 |
Develop and maintain a safe and supportive working environment - implement work standards and processes to maintain a safe and supportive working environment
- maintain a safe and supportive working environment
|
Provider(s): Reference Materials available: Book: - Dobrich, W., Dranoff, S. & Maatman, G.L. The Manager's Guide to Preventing a Hostile Work Environment.
Website: - EEO Trust - links to research, tools, newsletters, games
- Resources on managing stress and fatigue in the workplace
- Index of OSH resources provided by DOL
|
Unit 8498
Level 5
Credits 5
Version 3 |
Explain and apply principles for managing conflict in workplaces - demonstrate knowledge of the principles of conflict management
- diagnose and monitor actual or potential conflict situations
- develop and apply action strategies to resolve conflicts
|
Provider(s): Reference Materials available: Booklet: - William Teao's resource for First Line Management - 8498 & 9704
|
Unit 9677
Level 2
Credit 3
Version 7 |
Participate in a group/team which has an objective(s) - participate in a group/team working toward achievement of objective(s)
- participate in group/team function
|
Provider(s): Reference Materials available: DVD with Booklet: - Teams - Skills for Team Members
Video with a Booklet: |
Unit 9678
Level 5
Credits 4
Version 5 |
Conduct formal meetings - prepare for and chair a formal meeting
- manage post-meeting follow-up
|
Provider(s): Reference Materials available: Book: - Hindle, T. Essential Managers: Managing Meetings
- Heller, R. Essential Managers: Making Decisions.
|
Unit 9679
Level 4
Credits 4
Version 4 |
Participate in a formal meeting - Demonstrate knowledge of formal meetings and their procedures
- Prepare for and contribute to a formal meeting
|
Provider(s): Reference Materials available: Book: - Hindle, T. Essential Managers: Managing Meetings
- Hunter, D. The Zen of Groups: A Handbook for People Meeting with a Purpose.
Booklet: - William Teao's resource for First Line Management - 9679
Video: |
Unit 9680
Level 2
Credits 2
Version 3 |
Communicate within an organisational context - select and use appropriate language within an organisation
- meet organisational and legislative requirements for communication
|
Provider(s): Reference Materials available: Website: - For Maori names of all Government Departments
- Privacy of information at work
|
Unit 9681
Level 3
Credits 3
Version 4
|
Contribute within a group/team which has an objective(s) - Contribute within a group/team working toward achievement of objective(s) and to group/team function
|
Provider(s): Reference Materials available: Book: - Heller, R. Essential Managers: Making Decisions.
Booklet: - William Teao's resource for First Line Management - 9681 & 9691
Video with Booklet: - Teams - You Can Make The Difference
DVD with Booklet: - Teams - Skills for Team Members Building
Self-Directed Workbook: - Contribute within a group/team
|
Unit 9685
Level 5
Credits 5
Version 5 |
Write an analytical report - Select and organise information
- Write the introductory section(s), body, and summary of the report
- Produce the report according to specified standard format
|
Provider(s): Reference Materials available: |
Unit 9691
Level 5
Credits 5
Version 4 |
Demonstrate knowledge of group processes - Analyse the advantages and disadvantages of working in groups
- Explain group processes
- Outline strategies to manage conflict in a group
|
Provider(s): Reference Materials available: Book: - Harrington-Mackin, D. The Team Building Toolkit
- Hunter, D. The Zen of Groups: A Handbook for People Meeting with a Purpose.
Booklet: - William Teao's resource for First Line Management - 9681 & 9691
|
Unit 9692
Level 5
Credits 4
Version 4 |
Present information orally to an audience - Gather material for an oral presentation
- Structure and deliver an oral presentation to an audience
|
Provider(s): Reference Materials available: Book: - Mandel, S. Technical Presentation Skills: A Practical Guide for Better Speaking.
Video with Booklet: - The Impact training & Presentations Skills Workshop
Video: - Preparing for Presentations
|
Unit 9694
Level 3
Credits 4
Version 5
|
Demonstrate and apply knowledge of communication process theory - Demonstrate knowledge of elements of communication process theory
- Analyse two communication events in terms of communication process theory
|
Provider(s): Reference Materials available: Booklet: - William Teao's Resource for Adult Education and Training - 7097 7107 7115 9694
- Communication Skills for Customer Service: - Training Manual for u/s 9694-1299-376
|
Unit 9695
Level 4
Credits 3
Version 4 |
Examine a problem-solving model and associated techniques - Examine a problem-solving model
- Explain problem-solving techniques
- Match problem-solving techniques to specific situations
|
Provider(s): Reference Materials available: Book: - Higgins, J.M. 101 Creative Problem Solving Techniques: The Handbook of New Ideas for Business.
- Brassard, M. Field, C. et al The Problem Solving Memory Jogger
- Straker, D. Rapid Problem-Solving With Post-it Notes.
- Video with Booklet:
- 20 Steps to Better Management: Solving Problems &Thinking Creatively
Booklet: - William Teao's Resource for First Line Management - 9695 9696
Website: - This site has useful simple templates and diagrams to guide thinking, and illustrate processes:
|
Unit 9696
Level 4
Credits 4
Version 4 |
Apply problem-solving techniques - Define and analyse the problem
- Evaluate possible solutions
- Implement and review the solution
|
Provider(s): Reference Materials available: Book: - Higgins, J.M. 101 Creative Problem Solving Techniques: The Handbook of New Ideas for Business.
- Brassard, M. Field, C. et al The Problem Solving Memory Jogger
Video with Booklet: - 20 Steps to Better Management: Solving Problems &Thinking Creatively
Booklets: - William Teao's Resource for First Line Management - 9695 9696
|
Unit 9701
Level 4
Credits 3
Version 4 |
Write proposals - Plan a proposal
- Write a proposal
|
Provider(s): Reference Materials available: Book: - Jay, R. How to Write Proposals & Reports That Get Results.
- Wienbroer, D. Hughes, E. & Silverman, J. Rules of Thumb for Business Writers
Video with Booklet: - The Complete Communicator: Put it Into Writing Video One - Drama
- Preparing For Presentations
|
Unit 9703
Level 5
Credits 3
Version 4 |
Write job procedures - prepare for, and write job procedures
|
Provider(s): Reference Materials available: Website: |
Unit 9704
Level 4
Credits 6
Version 4
|
Manage interpersonal conflict - Identify and clarify issues of interpersonal conflict
- Develop strategies to manage an interpersonal conflict
- Select and implement strategy to manage the conflict
- Evaluate strategy
|
Provider(s): Reference Materials available: Booklet: - William Teao's resource for First Line Management - 8498 & 9704
|
Unit 9705
Level 3
Credits 3
Version 4
|
Give and respond to feedback on performance |
Provider(s): Reference Materials available: Book: - Hathaway, P. Giving & Receiving Feedback.
- Shepard, G. How to Make Performance Evaluations Really Work
- Bacal, R. Manager's Guide to Performance Reviews
Video: - Giving Feedback - Basic Skills
- Receiving Feedback Basic Skills
- The Feedback Skills Activity Pack
Self-Directed Workbook: - Give and receive feedback (under development)
|
