8078 Lead a Team to Achieve Specified Quality Improvement Objectives

Explanatory notes

1Although not prerequisites, Unit 8087, Use core quality management tools, and Unit 8085, Demonstrate knowledge of quality and its management contain useful underpinning knowledge and skills for this unit standard.

2Definitions

Quality improvements are actions taken by an organisation to increase or maintain the effectiveness and efficiency of activities and processes in order to provide added benefits to the organisation and its customers. Improvements can encompass: personnel policies and practices; work methods and patterns; work environment; cost factors; nature and availability of services and products; quality of services and products; methods to reduce waste and variation; and new equipment, technology, and systems.

Quality management is a philosophy of management that encompasses quality management systems, customer focus, and a consultative culture. The purpose is to improve continuously the value of goods and services to internal and external customers, with outcomes of improved business results and greater effectiveness and efficiency in day-to-day activities.

Quality management systems refers to a formal management system that establishes policy and objectives (and ways of achieving them) in order to direct and control an organisation with regard to quality.

Customers are people or organisations who receive products and services. They can be external or internal to the supplier.

Sponsor means a person who authorises the specified improvement objectives and activities of teams. Sponsors also provide resources, guidance and support for team leaders and team members and act as advocates for teams in the wider organisation. They do not usually lead or act as a part of teams themselves. Such persons can sponsor more than one team concurrently.

3All activities must comply with: any policies, procedures, business protocols, and requirements of the organisation(s) involved; the ethical codes of relevant professional bodies; and any relevant legislative and/or regulatory requirements.

4Legislation relevant to this unit standard can include but is not limited to: Health and Safety in Employment Act 1992, Resource Management Act 1991, Official Information Act 1982, Privacy Act 1993, State Sector Act 1988, Employment Relations Act 2000, Fair Trading Act 1986, Consumer Guarantees Act 1993, and subsequent amendments.

5Assessment evidence for this unit standard must be collected from practical workplace experience related to quality improvement, and must include evidence of candidates’ underpinning knowledge and understanding of their organisation’s business processes and methods.

6Examples of quality management tools and techniques may include but are not limited to the following:

Idea generation and refinement – brainstorming, cause and effect diagram (fishbone), affinity diagram, mindmapping.

Problem solving – flow chart, cause and effect diagram (fishbone), tree diagram, workflow diagram, who-what-when-where-why-how analysis, 5 whys.

Decision making – force field analysis, nominal group technique, decision tree (tree diagram), who-what-when-where-why-how analysis.

Data collection, handling, and presentation – Pareto diagram, check sheet, histogram, pie chart, run chart, control chart, activity sampling, multi activity charting, scattergram.

Outcomes and evidence requirements

Outcome 1

Form a team to achieve specified quality improvement objectives.

Evidence requirements

1.1Team members are selected according to their ability to contribute to quality improvement objectives.

1.2Required training is provided to team members to fill knowledge and/or skill gaps.

1.3Team’s terms of reference are confirmed with team members and with sponsor, in accordance with organisational practice.

1.4Any rules and guidelines for behaviour of team members are confirmed by consensus according to organisational practice.

Outcome 2

Facilitate team processes to achieve specified quality improvement objectives.

Evidence requirements

2.1Team meetings are planned, focused on specified quality improvement objectives, and recorded in accordance with organisation requirements.

2.2Quality management tools and techniques are used to achieve and/or renegotiate the team's specified quality improvement objectives.

Rangemay include but are not limited to tools and techniques for – ideas generation and refinement; problem solving; decision-making; data collection, handling, and presentation.

2.3Actions are taken to provide opportunities for active participation by all team members, to avoid and/or minimise conflict, and to overcome obstacles that can be present at different stages of the team life cycle.

2.4Team progress towards specified quality improvement objectives is monitored and reviewed on an ongoing basis and in consultation with team members and sponsor to ensure that objectives are met.

2.5New ideas, concepts, paradigms, and opportunities are offered to stimulate rethinking of old ways of doing things, and so that any obstacles are redefined, avoided, or overcome.

2.6Achievements and behaviours contributing to them are identified, and recognised within a time-scale that reinforces the value of the recognition to team members.

Outcome 3

Review and complete team activity.

Evidence requirements

3.1Reports and recommendations are supplied in accordance with the terms of reference, and meet any other organisational requirements for timing, format, and distribution.

3.2The completion of the team's specified quality improvement task is acknowledged in a manner that accords with the organisation’s culture and policy, and is sensitive to the cultural and diversity requirements of individuals.

Status information and last date for assessment for superseded versions

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