ProQual Level 4 NVQ Diploma in Management Course in Pakistan || Registration Open

ProQual Level 4 NVQ Diploma in Management Course in Pakistan || Registration Open

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Introduction

The Level 4 NVQ Diploma in Management is appropriate for managers moving into a middle

management position, who still retain responsibility for operational processes but are more

removed from day to day line management duties. The qualification develops the

knowledge and skills required to take on higher level responsibilities such as planning and

implementing change.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body

is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for

this qualification has been approved by the Welsh Government for use by centres in Wales

and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by

centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualifications Framework (RQF)

and is directly related to the National Occupational Standards for Management and

Leadership. The Level 5 NVQ Diploma provides a progression route the Level 7 NVQ

Diploma in Management.

Qualification Profile

Level 4 NVQ Diploma in Management

Qualification title ProQual Level 4 NVQ Diploma in Management

Ofqual qualification number 601/4759/3

Level 4

Total qualification time 530 hours

Guided learning hours 229

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/11/2014

Qualification end date

Entry Requirements

There are no formal entry requirements for this qualification.

Centres should carry out an initial assessment of candidate skills and knowledge to identify

any gaps and help plan the assessment.

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Level 4 NVQ Diploma in Management

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Qualification Structure

Candidates must achieve a minimum of 53 credits: 17 credits from the Group A Mandatory units

and a minimum of 20 credits from Group B Optional units. A maximum of 16 credits can come from

Optional Group C.

Group A – Mandatory Units – candidates must complete all units

Unit Reference

Number Unit Title Unit

Level

Credit

Value

L/506/1953 Provide leadership and management 4 5

Y/506/1955 Develop and implement an operational plan 4 5

F/506/1982 Develop working relationships with stakeholders 4 4

T/506/2952 Manage personal and professional development 3 3

Group B – Optional Units – candidates must achieve a minimum of 20 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

J/506/1949 Develop and maintain professional networks 4 3

M/506/1962 Encourage learning and development 4 3

T/506/1980 Initiate and implement operational change 4 4

A/506/1981 Discipline and grievance management 4 3

L/506/1984 Manage a tendering process 4 4

K/506/1989 Manage physical resources 4 4

K/506/1992 Prepare for and support quality audits 4 3

T/506/1994 Conduct quality audits 4 3

A/506/1995 Manage a budget 4 4

R/506/1999 Manage a project 4 7

L/506/2004 Manage business risk 4 6

A/506/2032 Manage knowledge in an organisation 4 5

M/506/2044 Manage redundancy and redeployment 4 6

T/506/1820 Promote equality, diversity and inclusion in the workplace 3 3

A/506/1821 Manage team performance 3 4

J/506/1921 Manage individuals’ performance 3 4

L/506/1922 Manage individuals’ development in the workplace 3 3

Y/506/1924 Chair and lead meetings 3 3

K/506/1927 Manage conflict within a team 3 5

M/506/1928 Procure products and/or services 3 5

K/506/1930 Implement and maintain business continuity plans and

processes

3 4

M/506/1931 Collaborate with other departments 3 3

A/506/1933 Support remote or virtual teams 3 4

A/506/2046 Contribute to the development of a strategic plan 5 5

D/506/2055 Design business processes 5 5

T/506/2059 Develop and manage collaborative relationships with other

organisations 5 5

F/506/2064 Optimise the use of technology 5 6

Y/506/2068 Manage product and/or service development 5 5

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J/506/2292 Encourage innovation 3 4

J/506/2907 Manage the impact of work activities on the environment 4 4

R/506/2909 Recruitment, selection and induction practices 4 6

Group C – Optional Units – candidates may achieve a maximum of 16 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

D/504/4056 Manage health and safety in own area of responsibility 4 5

A/506/1950 Contribute to the design and development of an information

system

4 5

F/506/1951 Manage information systems 4 6

M/506/1959 Manage events 4 6

F/506/2176 Review the quality of customer service 4 4

D/506/1911 Contribute to the improvement of business performance 3 6

H/506/1912 Negotiate in a business environment 3 4

K/506/2169 Resolve customers’ problems 3 4

R/506/2151 Resolve customers’ complaints 3 4

Y/502/9927 Analyse competitor activity 3 3

A/502/8656 Developing sales proposals 4 5

D/502/8651 Prioritising information for sales planning 4 3

M/506/2898 Manage customer service operations 4 7

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Centre Requirements

Centres must be approved to offer this qualification. If your centre is not approved please

complete and submit form ProQual Additional Qualification Approval Application.

Staff

Staff delivering this qualification must be appropriately qualified and/or occupationally

competent.

Assessors/Internal Quality Assurance

For each competence-based unit centres must be able to provide at least one assessor and

one internal quality assurance verifier who are suitably qualified for the specific

occupational area. Assessors and internal quality assurance verifiers for competence-based

units or qualifications will normally need to hold appropriate assessor or verifier

qualifications, such as:

  • Award in Assessing Competence in the Work Environment
  • Award in Assessing Vocationally Related Achievement
  • Certificate in Assessing Vocational Achievement
  • Award in the Internal Quality Assurance of Assessment Processes and Practices
  • Certificate in Leading the Internal Quality Assurance of Assessment Processes and

Practices

Support for Candidates

Materials produced by centres to support candidates should:

  • enable them to track their achievements as they progress through the learning

outcomes and assessment criteria;

  • provide information on where ProQual’s policies and procedures can be viewed;
  • provide a means of enabling Internal and External Quality Assurance staff to

authenticate evidence

Links to National Standards / NOS mapping

National Occupational Standards (NOS) describe the skills, knowledge and understanding

needed to undertake a particular task or job at different levels of competence.

The structure and units of this qualification are based on NOS for management and

leadership.

This qualification can be used to develop candidates’ skills for Functional Skills qualifications.

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Assessment

This qualification is competence-based, candidates must demonstrate the level of

competence described in the units. Assessment is the process of measuring a candidate’s

skill, knowledge and understanding against the standards set in the qualification.

The qualification must be assessed by an appropriately experienced and qualified assessor.

Each candidate is required to produce a portfolio of evidence which demonstrates their

achievement of all of the learning outcomes and assessment criteria for each unit.

Evidence can include: – observation report by assessor

– assignments/projects/reports

– professional discussion

– witness testimony

– candidate product

– worksheets

– record of oral and written questioning

– Recognition of Prior Learning

Learning outcomes set out what a candidate is expected to know, understand or be able to

do.

Assessment criteria specify the standard a candidate must meet to show the learning

outcome has been achieved.

Learning outcomes and assessment criteria for this qualification can be found from page 9.

Internal Quality Assurance

An internal quality assurance verifier confirms that assessment decisions made in centres

are made by competent and qualified assessors, that they are the result of sound and fair

assessment practice and that they are recorded accurately and appropriately.

Adjustments to Assessment

Adjustments to standard assessment arrangements are made on the individual needs of

candidates. ProQual’s Reasonable Adjustments Policy and Special Consideration Policy sets

out the steps to follow when implementing reasonable adjustments and special

considerations and the service that ProQual provides for some of these arrangements.

Centres should contact ProQual for further information or queries about the contents of the

policy.

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Results Enquiries and Appeals

All enquiries relating to assessment or other decisions should be dealt with by centres, with

reference to ProQual’s Enquiries and Appeals Procedures.

Certification

Candidates who achieve the required credits for qualifications will be awarded:

  • A certificate listing all units achieved with their related credit value, and
  • A certificate giving the full qualification title –

ProQual Level 4 NVQ Diploma in Management

Claiming certificates

Centres may claim certificates for candidates who have been registered with ProQual and

who have successfully achieved the required number of credits for a qualification. All

certificates will be issued to the centre for successful candidates.

Unit certificates

If a candidate does not achieve all of the units/credits required for a qualification, the centre

may claim a unit certificate for the candidate which will list all of the units/credits achieved.

Replacement certificates

If a replacement certificate is required a request must be made to ProQual in writing.

Replacement certificates are labelled as such and are only provided when the claim has

been authenticated. Refer to the Fee Schedule for details of charges for replacement

certificates.

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Learning Outcomes and Assessment Criteria

Unit L/506/1953

Provide leadership and management

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles

supporting leadership and

management

1.1 Analyse how leadership and management theories

may be applied

1.2 Assess the influence of an organisation’s culture on

its leadership styles and management practices

1.3 Assess the influence of an organisation’s structure

on its leadership styles and management practices

1.4 Analyse how theories of motivation may be applied

in the practice of leadership

1.5 Evaluate the role of stakeholder engagement in

leadership and management

1.6 Assess the suitability of a range of leadership styles

and management practices to the culture of an

organisation

2 Be able to engage and inspire

stakeholders and colleagues

2.1 Display behaviours and attitudes that show a

commitment to the achievement of an

organisation’s goals

2.2 Display behaviours and attitudes that show a

commitment to the fulfilment of an organisation’s

vision and the expression of its values

2.3 Identify who stakeholders are and the nature of

their interest

2.4 Take action to ensure that colleagues and other

stakeholders understand their role in achievement

of organisational objectives

2.5 Win the trust and support of colleagues and other

key stakeholders through exemplary performance

and behaviour

2.6 Take action to maintain morale through difficult

times

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

2.7 Take action to secure the on-going commitment of

colleagues and other key stakeholders

3 Be able to deliver results 3.1 Make planning and resourcing decisions that

optimise the available resources, skills and

expertise

3.2 Use delegation techniques whilst delivering targets

3.3 Empower individuals to take responsibility for their

decisions and actions within agreed parameters

3.4 Adapt plans, priorities and resource allocations to

meet changing circumstances and priorities

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Unit Y/506/1955

Develop and implement an operational plan

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles of

operational planning

1.1 Evaluate the use of risk analysis techniques in

operational planning

1.2 Explain the components of an operational plan

1.3 Analyse the relationship between strategic and

operational plans

1.4 Evaluate the use of planning tools and techniques in

the operational planning process

1.5 Explain how to carry out a cost-benefit analysis

2 Be able to develop an

operational plan

2.1 Identify specific, measurable, achievable, realistic

and time-bound (SMART) objectives and key

performance indicators (KPIs)

2.2 Identify evaluation mechanisms appropriate to the

plan

2.3 Take action to ensure that plans are consistent with

organisational strategy, objectives, values, policies

and procedures

2.4 Develop proportionate and targeted plans to

manage identified risks

2.5 Take action to ensure that plans complement and

maximise synergy with other business areas

2.6 Adhere to organisational policies and procedures,

legal and ethical requirements

3 Be able to implement an

operational plan

3.1 Implement plans within agreed budgets and

timescales

3.2 Communicate the requirements of the plans to

those who will be affected

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Revise plans in the light of changing circumstances

in accordance with strategic objectives and

identified risks

4 Be able to evaluate the

effectiveness of an

operational plan

4.1 Conduct periodic reviews of the progress and

effectiveness of the plans, using information from a

range of sources

4.2 Report on the effectiveness of operational plans in

the appropriate format

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Level 4 NVQ Diploma in Management

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Unit F/506/1982

Develop working relationships with stakeholders

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand working

relationships with stakeholders

1.1 Analyse stakeholder mapping techniques

1.2 Explain how influencing skills and techniques

can be used to enhance the relationship with

stakeholders

1.3 Explain how expectation management and

conflict resolution techniques are applied to

stakeholder management

1.4 Analyse the advantages and limitations of

different types of stakeholder consultation

1.5 Evaluate the risks and potential consequences of

inadequate stakeholder consultation

2 Be able to determine the scope

for collaboration with

stakeholders

2.1 Identify the stakeholders with whom

relationships should be developed

2.2 Explain the roles, responsibilities, interests and

concerns of stakeholders

2.3 Evaluate business areas that would benefit from

collaboration with stakeholders

2.4 Evaluate the scope for and limitations of

collaborating with different types of stakeholder

3 Be able to develop productive

working relationships with

stakeholders

3.1 Create a climate of mutual trust and respect by

behaving openly and honestly

3.2 Take account of the advice provided by

stakeholders

3.3 Minimise the potential for friction and conflict

amongst stakeholders

4 Be able to evaluate

relationships with stakeholders

4.1 Monitor relationships and developments with

stakeholders

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

4.2 Address changes that may have an effect on

stakeholder relationships

4.3 Recommend improvements based on analyses

of the effectiveness of stakeholder relationships

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Level 4 NVQ Diploma in Management

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Unit T/506/2952

Manage personal and professional development

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Be able to identify personal and

professional development

requirements

1.1 Compare sources of information on professional

development trends and their validity

1.2 Identify trends and developments that influence

the need for professional development

1.3 Evaluate their own current and future personal

and professional development needs relating to

the role, the team and the organisation

2 Be able to fulfil a personal and

professional development plan

2.1 Evaluate the benefits of personal and

professional development

2.2 Explain the basis on which types of

development actions are selected

2.3 Identify current and future likely skills,

knowledge and experience needs using skills

gap analysis

2.4 Agree a personal and professional development

plan that is consistent with business needs and

personal objectives

2.5 Execute the plan within the agreed budget and

timescale

2.6 Take advantage of development opportunities

made available by professional networks or

professional bodies

3 Be able to maintain the

relevance of a personal and

professional development plan

3.1 Explain how to set specific, measurable,

achievable, realistic and time-bound (SMART)

objectives

3.2 Obtain feedback on performance from a range

of valid sources

3.3 Review progress toward personal and

professional objectives

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.4 Amend the personal and professional

development plan in the light of feedback

received from others

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Unit J/506/1949

Develop and maintain professional networks

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the principles

of effective networking

1.1 Describe the interpersonal skills needed for effective

networking

1.2 Explain the basis on which to choose networks to be

developed

1.3 Evaluate the role of shared agendas and conflict

management in relationship-building

1.4 Evaluate the role of the internet in business

networking

1.5 Assess the importance of following up leads and

actions

1.6 Analyse ethical issues relating to networking activities

2 Be able to identify

professional networks for

development

2.1 Identify potential networks for professional

development from an analysis of their benefits

compared with individual needs and aspirations

2.2 Shortlist networks for development against defined

criteria

2.3 Assess the benefits and limitations of joining and

maintaining selected network(s)

3 Be able to maintain

professional networks

3.1 Identify the potential for mutual benefit with network

members

3.2 Promote their own skills, knowledge and competence

to network members

3.3 Provide information, services or support to network

members where the potential for mutual benefit has

been identified

3.4 Establish the boundaries of confidentiality

3.5 Agree guidelines for the exchange of information and

resources

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.6 Take action to ensure that participation in networks

reflects current and defined future aspirations and

needs

3.7 Make introductions to people with common or

complementary interest to and within networks

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Level 4 NVQ Diploma in Management

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Unit M/506/1962

Encourage learning and development

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

principles of learning and

development

1.1 Assess the role of continuous professional

development (CPD) in identifying and meeting

individuals’ learning and development for current and

future business needs

1.2 Analyse the advantages and limitations of different

learning and development methods

1.3 Explain how to identify individuals’ learning and

development needs

1.4 Evaluate the role of self-reflection in learning and

development

2 Be able to support

individuals’ learning and

development

2.1 Promote the benefits of learning to people in own area

of responsibility

2.2 Support individuals in identifying their current and

likely future learning and development needs from a

range of information sources

2.3 Agree with individuals the learning activities to be

undertaken, ensuring they are within agreed budgets

and consistent with business needs

2.4 Summarise agreed learning objectives, learning

activities, review mechanisms and success criteria in a

personal development plan

2.5 Create an environment that encourages and promotes

learning and development

2.6 Provide opportunities for individuals to apply their

developing competence in the workplace

3 Be able to evaluate

individuals’ learning and

development

3.1 Analyse information from a range of sources on

individuals’ performance and development

3.2 Evaluate the effectiveness of different learning and

development methods

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.3 Agree revisions to personal development plans in the

light of feedback

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Unit T/506/1980

Initiate and implement operational change

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the

implementation of

operational change

1.1 Explain sources of information indicating the need

for change

1.2 Analyse the advantages and limitations of different

project and change management techniques

1.3 Analyse the characteristics, strengths and

weaknesses of evaluation techniques used in change

management

2 Be able to plan for

operational change

2.1 Develop an operational plan that includes specific,

measurable, achievable, realistic and time-bound

(SMART) objectives and resources

2.2 Take action to ensure that colleagues are briefed on

their roles, responsibilities and change objectives

2.3 Provide colleagues with the support needed to

implement operational change

3 Be able to manage

operational change

3.1 Implement the change plan within the agreed

timescale using available resources

3.2 Assess the significance of deviations from the

change plan

3.3 Address interdependency issues and tensions that

affect the achievement of change objectives

3.4 Assess the value and risks of unintended outcomes

from operational change

3.5 Inform stakeholders of any unforeseen obstacles or

problems and the actions that have been taken

4 Be able to evaluate the

effectiveness of operational

change

4.1 Evaluate the effectiveness of operational change

4.2 Identify areas for improvement, justifying

conclusions and recommendations with evidence

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Level 4 NVQ Diploma in Management

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

4.3 Communicate to stakeholders the lessons learned

from the change

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Level 4 NVQ Diploma in Management

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Unit A/506/1981

Discipline and grievance management

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the principles

supporting the management of

discipline and grievance cases

1.1 Explain the difference between a discipline

case and a grievance case and the

implications for their management

1.2 Explain sources of advice and expertise on

discipline and grievance

1.3 Explain the legal obligations of employers

and the rights of employees in relation to

discipline and grievance cases

1.4 Explain organisational procedures for the

management of discipline and grievance

cases

1.5 Explain the communication techniques to be

used in the management of discipline and

grievance cases

1.6 Explain the types of behaviours that are

likely to result in disciplinary proceedings

1.7 Explain the types of actions that are likely to

lead to a grievance

1.8 Explain how to carry out investigations into

discipline and grievance cases

1.9 Analyse the effect of well managed and

poorly managed discipline and grievance

cases

1.10 Explain how the outcomes of discipline and

grievance cases can be managed

2 Be able to manage a disciplinary

case

2.1 Inform an individual that they are subject to

disciplinary proceedings within agreed

timescales

2.2 Explain to an individual the reasons why

they are subject to disciplinary proceedings

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Level 4 NVQ Diploma in Management

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

2.3 Provide evidence that supports the case for

disciplinary proceedings

2.4 Develop a case to support an individual who

is subject to disciplinary proceedings

2.5 Keep detailed and accurate records of

agreements, actions and events for

disciplinary cases

2.6 Adhere to organisational policies and

procedures, legal and ethical requirements

when managing a disciplinary case

3 Be able to manage a grievance 3.1 Identify the nature of a grievance

3.2 Investigate the seriousness and potential

implications of a grievance

3.3 Adhere to organisational procedures when

managing a grievance

3.4 Evaluate the effectiveness of how a

grievance has been managed

3.5 Agree measures to prevent future

reoccurrences of grievances

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Level 4 NVQ Diploma in Management

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Unit L/506/1984

Manage a tendering process

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to develop a

tender specification

1.1 Explain the roles and inputs of those who need to be

involved in the tender process

1.2 Identify essential and desirable business needs and

their implications which may be included within the

tender

1.3 Address all aspects of the specification including postcontractual requirements

1.4 Allocate priorities within the tender specification in

accordance with business needs

1.5 Establish criteria and ranking systems to evaluate

tenders in accordance with organisational procurement

policies

2 Be able to manage a

tendering exercise

2.1 Assess the appropriateness of different media to attract

potential suppliers

2.2 Use media to attract potential suppliers that are

appropriate to the nature of the contract

2.3 Specify tender application procedures, arrangements

and timetable

2.4 Invite suppliers to apply for the tender

2.5 Sift out those that do not meet the agreed criteria

2.6 Confirm that the track records of shortlisted suppliers

demonstrate the required technical capability

3 Be able to negotiate the

award of contracts

3.1 Explain the provisions of contract law that affect the

negotiation

3.2 Devise a negotiating strategy that is appropriate to the

contract and supplier

3.3 Award contracts that best meet business needs, are

realistic and meet the specification

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Level 4 NVQ Diploma in Management

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.4 Complete the tendering exercise in accordance with

organisational standards

3.5 Analyse the implications of procurement decisions for

the organisation, suppliers and potential suppliers

3.6 Communicate outcomes of the tendering exercise to

stakeholders

3.7 Adhere to organisational policies and procedures, legal

and ethical requirements when awarding contracts

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Level 4 NVQ Diploma in Management

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Unit K/506/1989

Manage physical resources

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to identify the

need for physical

resources

1.1 Identify resource requirements from analyses of

organisational needs

1.2 Evaluate alternative options for obtaining physical

resources

1.3 Evaluate the impact on the organisation of introducing

physical resources

1.4 Identify the optimum option that meets operational

requirements for physical resources

2 Be able to obtain

physical resources

2.1 Develop a business case for physical resources that is

supported by evidence, cost estimates, contingency

arrangements and an analysis of likely benefits

2.2 Obtain authorisation and financial commitment for the

required expenditure

2.3 Negotiate best value from contracts in accordance with

organisational standards and procedures

2.4 Adhere to organisational policies and procedures, legal

and ethical requirements when obtaining physical

resources

2.5 Check that the physical resources received match those

ordered

3 Be able to manage the

use of physical

resources

3.1 Take action to ensure physical resources are used in

accordance with manufacturers’ instructions

3.2 Evaluate the efficiency of physical resources against

agreed criteria

3.3 Recommend improvements to the use of physical

resources and associated working practices

3.4 Analyse the benefits of effective equipment in the

conservation of energy and the environment

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Level 4 NVQ Diploma in Management

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Unit K/506/1992

Prepare for and support quality audits

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the principles

underpinning the management of

quality

1.1 Analyse the principles of quality management

1.2 Analyse the purpose and requirements of a

range of quality standards

1.3 Analyse the advantages and limitations of a

range of quality techniques

1.4 Assess how the management of quality

contributes to the achievement of

organisational objectives

2 Be able to prepare for quality

audits

2.1 Establish the quality requirements applicable

to the work being audited

2.2 Confirm that documentation is complete

2.3 Confirm that any previously agreed actions

have been implemented

2.4 Make available information requested in

advance by auditors

3 Be able to support quality audits 3.1 Provide access to information on request

within scope of the audit

3.2 Agree actions and timescales with auditors that

will remedy non-conformance or noncompliance

3.3 Identify instances where business processes,

quality standards and/or procedures could be

improved

3.4 Develop a quality improvement plan that

addresses the issues raised

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Unit T/506/1994

Conduct quality audits

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the principles

underpinning the management of

quality

1.1 Analyse the principles of quality management

1.2 Analyse the purpose and requirements of a

range of quality standards

1.3 Analyse the advantages and limitations of a

range of quality techniques

1.4 Assess how the management of quality

contributes to the achievement of

organisational objectives

2 Be able to prepare to carry out

quality audits

2.1 Establish the quality requirements applicable

to the work being audited

2.2 Develop a plan for a quality audit

2.3 Prepare the documentation needed to

undertake a quality audit

2.4 Specify data requirements to those who will

support the audit

3 Be able to conduct quality audits 3.1 Confirm that any previously agreed actions

have been implemented

3.2 Analyse information against agreed quality

criteria

3.3 Identify instances where business processes,

quality standards and/or procedures could be

improved

3.4 Agree actions and timescales that will remedy

non-conformance or non-compliance

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Unit A/506/1995

Manage a budget

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to identify

financial requirements

1.1 Explain how to calculate the estimated costs of

activities, resources and overheads needed to

achieve objectives

1.2 Analyse the components of a business case to meet

organisational requirements

1.3 Analyse the factors to be taken into account to

secure the support of stakeholders

1.4 Describe the business planning and budget-setting

cycle

2 Understand how to set

budgets

2.1 Explain the purposes of budget-setting

2.2 Analyse the information needed to enable realistic

budgets to be set

2.3 Explain how to address contingencies

2.4 Explain organisational policies and procedures on

budget-setting

3 Be able to manage a

budget

3.1 Use the budget to control performance and

expenditure

3.2 Identify the cause of variations from budget

3.3 Explain the actions to be taken to address variations

from budget

3.4 Propose realistic revisions to budget, supporting

recommendations with evidence

3.5 Provide budget-related reports and information

within agreed timescales

3.6 Explain the actions to be taken in the event of

suspected instances of fraud or malpractice

ProQual, November 2017

Level 4 NVQ Diploma in Management

31

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

4 Be able to evaluate the use

of a budget

4.1 Identify successes and areas for improvement in

budget management

4.2 Make recommendations to improve future budget

setting and management

ProQual, November 2017

Level 4 NVQ Diploma in Management

32

Unit R/506/1999

Manage a project

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

management of a

project

1.1 Explain how to carry out a cost-benefit analysis for a

project

1.2 Evaluate the use of risk analysis techniques

1.3 Evaluate project planning and management tools and

techniques

1.4 Evaluate the impact of changes to project scope, schedule,

finance, risk, quality and resources

1.5 Analyse the requirements of project governance

arrangements

2 Be able to plan a

project

2.1 Analyse how a project fits with an organisation’s overall

vision, objectives, plans and programmes of work

2.2 Agree the objectives and scope of proposed projects with

stakeholders

2.3 Assess the interdependencies and potential risks within a

project

2.4 Develop a project plan with specific, measurable,

achievable, realistic and time-bound (SMART) objectives,

key performance indicators (KPIs) and evaluations

mechanisms appropriate to the plan

2.5 Develop proportionate and targeted plans to manage

identified risks and contingencies

2.6 Apply project lifecycle approaches to the progress of a

project

3 Be able to manage a

project

3.1 Allocate resources in accordance with the project plan

3.2 Brief project team members on their roles and

responsibilities

3.3 Implement plans within agreed budgets and timescales

ProQual, November 2017

Level 4 NVQ Diploma in Management

33

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.4 Communicate the requirements of the plans to those who

will be affected

3.5 Revise plans in the light of changing circumstances in

accordance with project objectives and identified risks

3.6 Keep stakeholders up to date with developments and

problems

3.7 Complete close-out actions in accordance with project

plans

3.8 Adhere to organisational policies and procedures, legal and

ethical requirements when managing a project

4 Be able to evaluate

the effectiveness of a

project

4.1 Conduct periodic reviews of the progress and effectiveness

of a project using information from a range of sources

4.2 Evaluate the effectiveness of capturing and managing

project-related knowledge

4.3 Report on the effectiveness of plans

ProQual, November 2017

Level 4 NVQ Diploma in Management

34

Unit L/506/2004

Manage business risk

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

management of business

risk

1.1 Explain what is meant by business risk

1.2 Analyse business risk identification theories and

models

1.3 Explain measures and techniques to mitigate business

risk

1.4 Explain their own level of authority in managing risk

2 Be able to address

business risk

2.1 Monitor work in line with organisational risk

procedures

2.2 Identify potential risks using agreed risk criteria

2.3 Assess identified risks, their potential consequences

and the probability of them happening

2.4 Communicate to stakeholders the likelihood of the

risk occurring and its potential consequences

2.5 Explain organisational business risk management

policies

3 Be able to mitigate

business risk

3.1 Develop risk management plans and processes that

are proportionate to the risk and the available

resources

3.2 Implement risk management plans in accordance with

organisational requirements

3.3 Monitor on-going risk-related developments and

amend plans in the light of changing circumstances

3.4 Keep stakeholders informed of any developments and

their possible consequences

3.5 Evaluate the effectiveness of actions taken, identifying

possible future improvements

ProQual, November 2017

Level 4 NVQ Diploma in Management

35

Unit A/506/2032

Manage knowledge in an organisation

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles of

knowledge management

1.1 Explain the concept, scope and importance of

knowledge management

1.2 Explain the concept of intellectual property

1.3 Identify the business drivers that lead to

effective knowledge management

1.4 Explain the risks associated with knowledge

management and their potential implications

1.5 Explain the importance of engaging others and

communicating knowledge management issues

and activities

1.6 Explain best practice principles and techniques

for effective knowledge management

1.7 Describe strategies to manage tacit and explicit

knowledge

2 Be able to identify knowledge to

be managed within an

organisation

2.1 Identify the criteria against which knowledge

will be managed

2.2 Engage colleagues in identifying the knowledge

to be managed

3 Be able to manage knowledge

within an organisation

3.1 Implement actions in accordance with the

knowledge management plan

3.2 Adhere to security processes for the collection,

storage and retrieval of knowledge

3.3 Evaluate the extent to which current knowledge

management systems and processes are fit for

purpose

3.4 Recommend improvements to processes and

systems to manage knowledge

ProQual, November 2017

Level 4 NVQ Diploma in Management

36

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.5 Assess the likely impact and implications of the

loss of knowledge

ProQual, November 2017

Level 4 NVQ Diploma in Management

37

Unit M/506/2044

Manage redundancy and redeployment

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

management of

redundancy

1.1 Explain the legal requirements that relate to the

management of redundancy

1.2 Explain the conditions required for a redundancy and

their implications

1.3 Explain possible ways of avoiding redundancies

1.4 Explain the factors involved in identifying the pool for

redundancy selection

1.5 Explain the factors involved in developing an appeals

process

1.6 Explain the process for planning and managing a

redundancy

1.7 Evaluate the implications of voluntary and

compulsory redundancy on individuals

1.8 Evaluate the implications of voluntary and

compulsory redundancy for organisations

1.9 Evaluate the type of information required by staff

who are retained

1.10 Evaluate the type of information required by staff

who are made redundant

1.11 Assess the role of outplacement in redundancy

2 Understand the principles

of redeployment

2.1 Explain the concept of redeployment

2.2 Explain the legal requirements that relate to the

management of redeployment

2.3 Explain the process for planning and managing a

redeployment

2.4 Evaluate the type of information required by staff

who are retained

ProQual, November 2017

Level 4 NVQ Diploma in Management

38

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

2.5 Evaluate the type of information required by staff

who are redeployed

2.6 Evaluate the benefits and limitations to an

organisation of redeployment

2.7 Assess the role of project management techniques in

the management of redeployment

3 Be able to manage a

redundancy

3.1 Evaluate the available options for avoiding a

redundancy and their implications

3.2 Develop a redundancy plan and timetable that

addresses redundancy objectives

3.3 Take action to ensure that redundancy payments are

calculated accurately

3.4 Use an appropriate method for communicating the

outcome of a redundancy decision

3.5 Make agreed support services available to those who

have been made redundant

4 Be able to manage the

redeployment of staff

4.1 Explain to redeployees the reasons, purpose and

benefits of redeployment

4.2 Develop a redeployment plan that addresses agreed

objectives

4.3 Use an appropriate method for communicating about

redeployment

4.4 Make agreed support services available to those

being redeployed

4.5 Adhere to organisational policies and procedures,

legal and ethical requirements for the redeployment

of staff

ProQual, November 2017

Level 4 NVQ Diploma in Management

39

Unit T/506/1820

Promote equality, diversity and inclusion in the workplace

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the organisational

aspects of equality, diversity and

inclusion in the workplace

1.1 Explain the difference between equality,

diversity and inclusion

1.2 Explain the impact of equality, diversity and

inclusion across aspects of organisational policy

1.3 Explain the potential consequences of breaches

of equality legislation

1.4 Describe nominated responsibilities within an

organisation for equality, diversity and inclusion

2 Understand the personal

aspects of equality, diversity and

inclusion in the workplace

2.1 Explain the different forms of discrimination and

harassment

2.2 Describe the characteristics of behaviour that

supports equality, diversity and inclusion in the

workplace

2.3 Explain the importance of displaying behaviour

that supports equality, diversity and inclusion in

the workplace

3 Be able to support equality,

diversity and inclusion in the

workplace

3.1 Ensure colleagues are aware of their

responsibilities for equality, diversity and

inclusion in the workplace

3.2 Identify potential issues relating to equality,

diversity and inclusion in the workplace

3.3 Adhere to organisational policies and

procedures, and legal and ethical requirements

when supporting equality, diversity and

inclusion in the workplace

ProQual, November 2017

Level 4 NVQ Diploma in Management

40

Unit A/506/1821

Manage team performance

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the management

of team performance

1.1 Explain the use of benchmarks in managing

performance

1.2 Explain a range of quality management techniques

to manage team performance

1.3 Describe constraints on the ability to amend

priorities and plans

2 Be able to allocate and assure

the quality of work

2.1 Identify the strengths, competences and expertise

of team members

2.2 Allocate work on the basis of the strengths,

competences and expertise of team members

2.3 Identify areas for improvement in team members’

performance outputs and standards

2.4 Amend priorities and plans to take account of

changing circumstances

2.5 Recommend changes to systems and processes to

improve the quality of work

3 Be able to manage

communications within a

team

3.1 Explain to team members the lines of

communication and authority levels

3.2 Communicate individual and team objectives,

responsibilities and priorities

3.3 Use communication methods that are appropriate

to the topics, audience and timescales

3.4 Provide support to team members when they

need it

3.5 Agree with team members a process for providing

feedback on work progress and any issues arising

3.6 Review the effectiveness of team communications

and make improvements

ProQual, November 2017

Level 4 NVQ Diploma in Management

41

Unit J/506/1921

Manage individuals’ performance

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the management

of underperformance in the

workplace

1.1 Explain typical organisational policies and

procedures on discipline, grievance and dealing

with underperformance

1.2 Explain how to identify causes of

underperformance

1.3 Explain the purpose of making individuals aware

of their underperformance clearly but sensitively

1.4 Explain how to address issues that hamper

individuals’ performance

1.5 Explain how to agree a course of action to

address underperformance

2 Be able to manage individuals’

performance in the workplace

2.1 Agree with team members specific, measurable,

achievable, realistic and time-bound (SMART)

objectives that align to organisational objectives

2.2 Delegate responsibility to individuals on the basis

of their expertise, competence, skills, knowledge,

and development needs

2.3 Apply motivation techniques to maintain morale

2.4 Provide information, resources and on-going

mentoring to help individuals meet their targets,

objectives and quality standards

2.5 Monitor individuals’ progress towards objectives

in accordance with agreed plans

2.6 Recognise individuals’ achievement of targets and

quality standards

2.7 Adhere to organisational policies and procedures,

and legal and ethical requirements when

managing individuals’ performance in the

workplace

ProQual, November 2017

Level 4 NVQ Diploma in Management

42

Unit L/506/1922

Manage individuals’ development in the workplace

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to carry out performance

appraisals

1.1 Explain the purpose of performance reviews

and appraisals

1.2 Explain techniques to prepare for and carry out

appraisals

1.3 Provide a private environment in which to carry

out appraisals

1.4 Carry out performance reviews and appraisals

in accordance with organisational policies and

procedures

1.5 Provide clear, specific and evidence-based

feedback sensitively

1.6 Agree future actions that are consistent with

appraisal findings and identified development

needs

2 Be able to support the learning

and development of individual

team members

2.1 Describe training techniques that can be

applied in the workplace

2.2 Analyse the advantages and disadvantages of

learning and development interventions and

methods

2.3 Explain organisational learning and

development policies and resource availability

2.4 Review individuals’ learning and development

needs at regular intervals

2.5 Suggest learning and development

opportunities and interventions that are likely

to meet individual and business needs

ProQual, November 2017

Level 4 NVQ Diploma in Management

43

Unit Y/506/1924

Chair and lead meetings

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to prepare to

lead meetings

1.1 Identify the type, purpose, objectives, and background to a

meeting

1.2 Identify those individuals expected, and those required to

attend a meeting

1.3 Prepare for any formal procedures that apply to a meeting

1.4 Describe ways of minimising likely problems in a meeting

1.5 Take action to ensure that meeting documentation is

prepared correctly and distributed to the agreed people

within the agreed timescale

2 Be able to chair and

lead meetings

2.1 Follow business conventions in the conduct of a meeting

2.2 Facilitate meetings so that everyone is involved and the

optimum possible consensus is achieved

2.3 Manage the agenda within the timescale of the meeting

2.4 Summarise the agreed actions, allocated responsibilities,

timescales and any future arrangements

3 Be able to deal with

post-meeting

matters

3.1 Take action to ensure that accurate records of a meeting

are produced and distributed in the agreed format and

timescale

3.2 Take action to ensure that post-meeting actions are

completed

3.3 Evaluate the effectiveness of a meeting and identify points

for future improvement

ProQual, November 2017

Level 4 NVQ Diploma in Management

44

Unit K/506/1927

Manage conflict within a team

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the principles

of conflict management

1.1 Evaluate the suitability of different methods of

conflict management in different situations

1.2 Describe the personal skills needed to deal with

conflict between other people

1.3 Analyse the potential consequences of unresolved

conflict within a team

1.4 Explain the role of external arbitration and

conciliation in conflict resolution

2 Be able to reduce the

potential for conflict within

a team

2.1 Communicate to team members their roles,

responsibilities, objectives and expected standards of

behaviour

2.2 Explain to team members the constraints under

which other colleagues work

2.3 Review systems, processes, situations and structures

that are likely to give rise to conflict in line with

organisational procedures

2.4 Take action to minimise the potential for conflict

within the limits of their own authority

2.5 Explain how team members’ personalities and

cultural backgrounds may give rise to conflict

3 Be able to deal with conflict

within a team

3.1 Assess the seriousness of conflict and its potential

impact

3.2 Treat everyone involved with impartiality and

sensitivity

3.3 Decide a course of action that offers optimum

benefits

3.4 Explain the importance of engaging team members’

support for the agreed actions

ProQual, November 2017

Level 4 NVQ Diploma in Management

45

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.5 Communicate the actions to be taken to those who

may be affected by it

3.6 Adhere to organisational policies and procedures,

legal and ethical requirements when dealing with

conflict within a team

ProQual, November 2017

Level 4 NVQ Diploma in Management

46

Unit M/506/1928

Procure products and/or services

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to identify

procurement requirements

1.1 Explain current and likely future procurement

requirements

1.2 Decide whether the purchase of products and/or

services offers the organisation best value

1.3 Evaluate ethical and sustainability considerations

relating to procurement

1.4 Justify the decision to buy products and/or services

with evidence of an analysis of risk, costs and benefits

2 Be able to select suppliers 2.1 Explain the factors to be taken into account in

selecting suppliers

2.2 Explain organisational procurement policies,

procedures and standards

2.3 Explain the effect of supplier choice on the supply

chain

2.4 Use appropriate media to publicise procurement

requirements

2.5 Confirm the capability and track record of suppliers

and their products and/or services

2.6 Select suppliers that meet the procurement

specification

3 Be able to buy products

and/or services

3.1 Explain the action to be taken in the event of

problems arising

3.2 Agree contract terms that are mutually acceptable

within their own scope of authority

3.3 Record agreements made, stating the specification,

contract terms and any post-contract requirements

3.4 Adhere to organisational policies and procedures,

legal and ethical requirements

ProQual, November 2017

Level 4 NVQ Diploma in Management

47

Unit K/506/1930

Implement and maintain business continuity plans and processes

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Be able to plan for the

implementation of business

continuity plans and processes

1.1 Describe the components of a business

continuity plan

1.2 Explain the uses of a business continuity

plan

1.3 Explain the features of different business

continuity planning models

1.4 Explain the potential consequences of

inadequate business continuity plans and

processes

1.5 Confirm the required aim, scope and

objectives of business continuity plans

1.6 Engage stakeholders in developing

business continuity plans and processes

1.7 Identify business-critical products and/or

services and the activities and resources

that support them

2 Be able to implement business

continuity plans and processes

2.1 Develop a framework for business

continuity management

2.2 Recommend resources that are

proportionate to the potential impact of

business disruption

2.3 Communicate the importance and

requirements of business continuity plans

and processes to stakeholders

2.4 Meet their own objectives within the plan

3 Be able to maintain the fitness for

purpose of on-going business

continuity plans and processes

3.1 Provide training for staff who may be

affected

3.2 Validate and test the strength of business

continuity plans and processes

ProQual, November 2017

Level 4 NVQ Diploma in Management

48

Learning Outcome – The learner will: Assessment Criterion – The learner can:

3.3 Update plans and processes in the light of

feedback from business continuity

exercises and other sources of information

ProQual, November 2017

Level 4 NVQ Diploma in Management

49

Unit M/506/1931

Collaborate with other departments

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to collaborate

with other departments

1.1 Explain the need for collaborating with other

departments

1.2 Explain the nature of the interaction between

their own team and other departments

1.3 Explain the features of effective collaboration

1.4 Explain the potential implications of ineffective

collaboration with other departments

1.5 Explain the factors relating to knowledge

management that should be considered when

collaborating with other departments

2 Be able to identify opportunities

for collaboration with other

departments

2.1 Analyse the advantages and disadvantages of

collaborating with other departments

2.2 Identify with which departments collaborative

relationships should be built

2.3 Identify the scope for and limitations of possible

collaboration

3 Be able to collaborate with

other departments

3.1 Agree Service Level Agreements (SLAs),

objectives and priorities of collaborative

arrangements

3.2 Work with other departments in a way that

contributes to the achievement of organisational

objectives

ProQual, November 2017

Level 4 NVQ Diploma in Management

50

Unit A/506/1933

Support remote or virtual teams

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Be able to assess the

support needed by remote

or virtual teams

1.1 Identify the resource requirements for providing

communication tools and processes for remote or

virtual working

1.2 Specify effective tools and processes that are

capable of supporting remote or virtual teams

1.3 Identify processes and systems that will enable

people to connect to information and knowledge

remotely and securely

1.4 Plan how to assure the safety of staff in remote

teams

2 Be able to support remote

or virtual teams

2.1 Provide guidelines, training, information and

coaching to support remote or virtual teams

2.2 Identify areas for improvement from monitoring

processes and information

2.3 Facilitate interactive collaboration amongst

stakeholders

2.4 Take action to ensure that team members adhere to

regulatory, professional and commercial

requirements

2.5 Take action to ensure that data security and

confidentiality issues arising from remote or virtual

working are addressed

2.6 Take action to ensure that records management

issues arising from remote or virtual working are

addressed

ProQual, November 2017

Level 4 NVQ Diploma in Management

51

Unit A/506/2046

Contribute to the development of a strategic plan

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles of

strategic planning

1.1 Evaluate a range of strategic planning models

1.2 Evaluate the advantages and limitations of a

range of analytical techniques

1.3 Analyse a range of perspectives of and

approaches to business strategy

2 Be able to analyse the factors

affecting the development of

strategic plans

2.1 Evaluate political, economic, social,

technological, legal and ethical factors affecting

the development of strategic plans

2.2 Evaluate the market factors that may influence

strategic planning decisions

2.3 Evaluate the application of scanning tools to

strategy development

3 Be able to make a contribution

to a strategic plan

3.1 Analyse the relationship between strategic

intentions, strategic choice and strategy

formulation

3.2 Make viable contributions that are consistent

with strategic objectives and resource

constraints

3.3 Evaluate the impact of a proposed strategy on a

business

ProQual, November 2017

Level 4 NVQ Diploma in Management

52

Unit D/506/2055

Design business processes

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand techniques and

tools that support the design of

business processes

1.1 Analyse the principles of business change and

business process re-engineering

1.2 Evaluate the concept and application of

workflow patterns and usability testing

1.3 Evaluate a range of modelling tools

1.4 Analyse the factors to be taken into account

when evaluating the effectiveness of business

processes

2 Be able to develop business

processes

2.1 Evaluate the scope for business process

improvement and constraints

2.2 Generate ideas that meet defined business

needs

2.3 Test a proposed process through a modelling

exercise

2.4 Evaluate the feasibility and viability of a

proposed process against agreed criteria

2.5 Establish the degree of overlap between a

proposed process and existing processes and

systems

2.6 Resolve tensions between existing and

proposed systems and processes

2.7 Adhere to organisational policies and

procedures, legal and ethical requirements

when developing business processes

3 Be able to evaluate the

effectiveness of business

processes

3.1 Analyse valid information using techniques that

are appropriate to the process being evaluated

3.2 Assess the cost and benefit of a business

process to the organisation

ProQual, November 2017

Level 4 NVQ Diploma in Management

53

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Justify recommendations for the rejection,

adoption or enhancements to processes with

evidence

ProQual, November 2017

Level 4 NVQ Diploma in Management

54

Unit T/506/2059

Develop and manage collaborative relationships with other

organisations

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles of

effective collaboration with

other organisations

1.1 Assess the nature of potential stakeholders’

interest and needs

1.2 Evaluate the strengths and weaknesses of

stakeholder mapping techniques

1.3 Assess the value of a range of analytical techniques

and alliance modelling

1.4 Evaluate the implications of collaborative

relationships for risk and knowledge management

1.5 Evaluate the implications of collaborative

relationships for the supply chain and sustainability

of future working arrangements

1.6 Evaluate the components, use and likely effects of

invoking an exit strategy

2 Be able to identify external

collaborative relationships to

be developed

2.1 Identify potential organisations that are likely to

complement or enhance the work or reputation of

the organisations involved

2.2 Analyse the potential synergies and scope for

collaboration likely to benefit the organisations

involved

2.3 Balance the benefits of collaboration against the

cost requirements and any potentially adverse

aspects

2.4 Justify decisions and recommendations with

evidence

3 Be able to collaborate with

other organisations

3.1 Agree mutually acceptable terms of reference

3.2 Develop a viable stakeholder engagement plan that

is consistent with organisational strategy,

objectives and values

ProQual, November 2017

Level 4 NVQ Diploma in Management

55

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Develop arrangements to manage relationships

that will realise the benefits of collaboration

3.4 Collaborate within agreed terms of reference in a

way that enhances the reputation of the

organisation and fosters productive working

relationships

3.5 Evaluate the effectiveness of on-going collaborative

relationships

ProQual, November 2017

Level 4 NVQ Diploma in Management

56

Unit F/506/2064

Optimise the use of technology

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles

underpinning the optimisation

of technology

1.1 Explain how to keep up-to-date with technological

developments

1.2 Analyse the requirements of organisational

procurement processes

1.3 Evaluate the implications of technology for

business continuity and crisis management plans

1.4 Evaluate the legal implications of changes to the

use of technology

1.5 Analyse the requirements of a technology strategy

2 Be able to scope the use of

technology

2.1 Establish evaluation criteria for the use of

technology including extent of use, value,

efficiency and quality

2.2 Evaluate the current use of technology against

agreed criteria

2.3 Identify the scope for improvement including

training, adaptations to existing systems and the

implementation of new systems

2.4 Identify the strategic implications of changes to

the use of technology

2.5 Assess the risks, limitations and benefits of

changes to the use of technology

3 Be able to optimise the use of

technological solutions

3.1 Specify technological requirements and priorities

including the input of others in accordance with

organisational technology strategy

3.2 Take action to ensure the compatibility of

technological plans and systems with other

systems, processes and plans

3.3 Recommend technological solutions that meet the

specified objectives

ProQual, November 2017

Level 4 NVQ Diploma in Management

57

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

4 Be able to manage the use of

technology

4.1 Develop procedures that address all aspects of the

technology and their implications

4.2 Take action to ensure that everyone using the

technology is adequately trained and equipped

4.3 Promote the benefits of technology

4.4 Use monitoring techniques that are appropriate to

the nature of the work carried out and the system

4.5 Take prompt corrective action in the event of

problems arising

ProQual, November 2017

Level 4 NVQ Diploma in Management

58

Unit Y/506/2068

Manage product and/or service development

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the development of

new or improved products

and/or services

1.1 Analyse the stages of the development

process, product life cycle and their

requirements

1.2 Explain the requirements of market

segmentation

1.3 Analyse the factors affecting buyer behaviour

1.4 Evaluate the use of market analytical tools

when developing new or improved products

and/or services

2 Be able to establish the need for

new or improved products

and/or services

2.1 Establish criteria by which the need for new or

improved products and/or services will be

evaluated

2.2 Evaluate customers’ and potential customers’

perceptions of the uses, value and quality of

proposed products and/or services

2.3 Identify competitor activity that may have an

impact on the market for new or improved

products and/or services

2.4 Assess the likely impact of customers’ culture

and behaviour on potential sales

3 Be able to manage the

development of new or improved

products and/or services

3.1 Take action to ensure that proposals are

consistent with organisational strategy,

objectives and values

3.2 Assess the costs of developing new or

improved products and/or services

3.3 Assess the viability of products and/or services

by carrying out viability tests

3.4 Evaluate the degree of success of new or

improved products and/or services

ProQual, November 2017

Level 4 NVQ Diploma in Management

59

Unit J/506/2292

Encourage innovation

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Be able to identify opportunities

for innovation

1.1 Analyse the advantages and disadvantages of

techniques used to generate ideas

1.2 Explain how innovation benefits an organisation

1.3 Explain the constraints on their own ability to

make changes

1.4 Agree with stake holder’s terms of reference

and criteria for evaluating potential innovation

and improvement

1.5 Engage team members in finding opportunities

to innovate and suggest improvements

1.6 Monitor performance, products and/or services

and developments in areas that may benefit

from innovation

1.7 Analyse valid information to identify

opportunities for innovation and improvement

2 Be able to generate and test

ideas for innovation and

improvement

2.1 Generate ideas for innovation or improvement

that meet the agreed criteria

2.2 Test selected ideas that meet viability criteria

2.3 Evaluate the fitness for purpose and value of the

selected ideas

2.4 Assess potential innovations and improvements

against the agreed evaluation criteria

3 Be able to implement innovative

ideas and improvements

3.1 Explain the risks of implementing innovative

ideas and improvements

3.2 Justify conclusions of efficiency and value with

evidence

3.3 Prepare costings and schedules of work that will

enable efficient implementation

ProQual, November 2017

Level 4 NVQ Diploma in Management

60

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.4 Design processes that support efficient

implementation

ProQual, November 2017

Level 4 NVQ Diploma in Management

61

Unit J/506/2907

Manage the impact of work activities on the environment

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand how to support

environmentally-friendly

working practices

1.1 Explain how to carry out an environmental

impact analysis

1.2 Compare sources of specialist advice on

environmentally-friendly working practices

1.3 Analyse the business and environmental

benefits of effective energy management

policies

1.4 Explain the health and safety requirements for

the use and disposal of resources and waste

2 Be able to organise work so as to

minimise the impact on the

environment

2.1 Analyse potentially adverse effects on the

environment caused by work activities

2.2 Evaluate the effectiveness of methods of

improving environmental sustainability in an

organisation

2.3 Implement plans and procedures to adapt work

practices to make them more environmentallyfriendly

2.4 Develop a system for colleagues to recommend

improvements to make work practices more

environmentally-friendly

3 Be able to manage the

environmental impact of the use

of resources

3.1 Explain when to obtain specialist environmental

management advice

3.2 Explain where to seek specialist environmental

management advice

3.3 Determine the environmental impact of the use

of different physical resources

3.4 Develop procedures for the disposal of waste

and unwanted resources in a way that

minimises the impact on the environment

3.5 Evaluate the effectiveness of organisational

environmental policies and procedures

ProQual, November 2017

Level 4 NVQ Diploma in Management

62

Learning Outcome – The learner will: Assessment Criterion – The learner can:

3.6 Adhere to organisational policies and

procedures, legal and ethical requirements

ProQual, November 2017

Level 4 NVQ Diploma in Management

63

Unit R/506/2909

Recruitment, selection and induction practice

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the principles and

theories underpinning recruitment,

selection and induction practice

1.1 Explain workforce planning techniques

1.2 Describe the information needed to identify

recruitment requirements

1.3 Assess the impact of an organisation’s

structure and culture on its recruitment and

selection policies and practices

1.4 Analyse the factors involved in establishing

recruitment and selection criteria

1.5 Evaluate the suitability of different

recruitment and selection methods for

different roles

1.6 Analyse patterns of employment that affect

the recruitment of staff

1.7 Explain the factors to be taken into account

when developing job specifications, personal

specifications and job advertisements

1.8 Explain the induction process

1.9 Explain the relationship between human

resource processes and the induction

processes

2 Be able to recruit people into an

organisation

2.1 Determine current staffing needs

2.2 Identify current skills needs from identified

staffing needs

2.3 Identify future workforce needs

2.4 Develop a resourcing plan that addresses

identified needs within budgetary limitations

2.5 Evaluate the cost-effectiveness of different

methods of recruitment for an identified role

ProQual, November 2017

Level 4 NVQ Diploma in Management

64

Learning Outcome – The learner will: Assessment Criterion – The learner can:

2.6 Explain how recruitment policies and

practices meet legal and ethical

requirements

2.7 Select the most appropriate method of

recruitment for identified roles

3 Be able to select appropriate

people for the role

3.1 Plan assessment processes that are valid and

reliable

3.2 Provide those involved in the selection

process with sufficient information to enable

them to make informed decisions

3.3 Justify assessment decisions with evidence

3.4 Inform applicants of the outcome of the

process in line with organisational

procedures

3.5 Evaluate the effectiveness of the selection

process

3.6 Adhere to organisational policies and

procedures, legal and ethical requirements

when carrying out selection assessments

4 Be able to induct people into an

organisation

4.1 Develop induction materials that meet

operational and new starters’ needs

4.2 Explain to new starters organisational

policies, procedures and structures

4.3 Explain to new starters their role and

responsibilities

4.4 Explain to new starters their entitlements

and where to go for help

4.5 Assess new starters’ training needs

4.6 Confirm that training is available that meets

operational and new starters’ needs

4.7 Provide support that meets new starters’

needs throughout the induction period

ProQual, November 2017

Level 4 NVQ Diploma in Management

65

Unit D/504/4056

Manage Health and Safety in own area of responsibility

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand responsibilities and

liabilities in relation to health and

safety legislation

1.1 Evaluate personal responsibilities and

liabilities under health and safety legislation

1.2 Describe an organisation’s responsibilities

and liabilities under health and safety

legislation

1.3 Identify specialists to consult with when

health and safety issues outside own remit

are identified

2 Understand how to assess, monitor

and minimise health and safety risks

in own area of responsibility

2.1 Describe the types of hazards and risks that

may arise in relation to health and safety

2.2 Explain how to use systems for identifying

hazards and assessing risks

2.3 Explain how to monitor, evaluate and

report on health and safety within own

area of responsibility

2.4 Describe the types of actions which should

be undertaken to control or eliminate

health and safety hazards.

3 Be able to review health and safety

policy in own area of responsibility

3.1 Review written health and safety policy

against requirements for own area of

responsibility

3.2 Communicate any recommendations for

changes to health and safety policy to

relevant individuals

4 Be able to communicate health and

safety policy in own area of

responsibility

4.1 Communicate written health and safety

policy to all people in own area of

responsibility and other relevant parties

4.2 Ensure all people in own area of

responsibility and other relevant parties

understand written health and safety policy

ProQual, November 2017

Level 4 NVQ Diploma in Management

66

Learning Outcome – The learner will: Assessment Criterion – The learner can:

5 Be able to monitor health and safety

in own area of responsibility

5.1 Evaluate systems for identifying and

assessing health and safety hazards and

risks within own area of responsibility

5.2 Assess working environment within own

area of responsibility against organisation’s

health and safety policy

5.3 Identify and evaluate non-compliance with

health and safety policy and practices

within own area of responsibility

5.4 Take appropriate action to eliminate or

control identified hazards and identified

risks

5.5 Evaluate health and safety requirements in

project or operational plans within own

area of responsibility

ProQual, November 2017

Level 4 NVQ Diploma in Management

67

Unit A/506/1950

Contribute to the design and development of an information system

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand information

system design requirements

1.1 Analyse the requirements, advantages and

limitations of different ways of storing and

managing information in an organisation

1.2 Assess the ways in which information can be used

by an organisation

1.3 Evaluate the implications of data protection

requirements for the design of an information

system

2 Be able to contribute to the

specification of an

information system

2.1 Identify the users and stakeholders of an

information system

2.2 Identify the information that will be managed

within a system

2.3 Analyse the impact of budgetary constraints on the

design of an information system

2.4 Specify the functionality of a system that is capable

of delivering agreed requirements

2.5 Specify access and security restrictions and

systems that meet the design specification of an

information system

2.6 Identify resources needed to implement and

operate the system

2.7 Adhere to organisational policies and procedures,

legal and ethical requirements when contributing

to the specification of an information system

3 Be able to recommend

options for the development

of an information system

3.1 Evaluate the advantages and limitations of

proprietary and customised information systems

3.2 Evaluate the advantages and limitations of

designing a system in-house and commissioning a

system from an external source

ProQual, November 2017

Level 4 NVQ Diploma in Management

68

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Identify the implications of testing information

systems before finalising the specification

3.4 Justify recommendations for the development of

an information system based on an analysis of

cost-effectiveness and functionality

ProQual, November 2017

Level 4 NVQ Diploma in Management

69

Unit F/506/1951

Manage information systems

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

management of

information systems

1.1 Explain the uses of an information system

1.2 Describe typical information system interfaces

1.3 Analyse the implications of system updates and

system developments to an organisation

1.4 Analyse the use of stakeholders’ feedback on the

effectiveness of an information system

1.5 Evaluate the implications of data protection

requirements for the management and use of an

information system

2 Be able to set up

information system

processes

2.1 Develop standard operating procedures for

administrative processes that meet organisational and

legal requirements

2.2 Implement management processes that are capable of

identifying and resolving problems

2.3 Analyse users’ training needs for an information

system

3 Be able to manage an

information system

3.1 Monitor the quality of information against agreed key

performance indicators (KPIs)

3.2 Update information systems in line with business and

users’ needs

3.3 Provide training and support in the use of information

systems to users and stakeholders

3.4 Manage problems in the information system in a way

that minimises disruption to business

3.5 Evaluate the effectiveness of an information system

3.6 Make recommendations for improvements that will

enhance the efficiency of an information system

ProQual, November 2017

Level 4 NVQ Diploma in Management

70

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.7 Adhere to organisational policies and procedures,

legal and ethical requirements in the management of

an information system

ProQual, November 2017

Level 4 NVQ Diploma in Management

71

Unit M/506/1959

Manage events

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

management of an event

1.1 Explain how organisational objectives will be met by an

event

1.2 Explain the flexibilities and constraints of an event’s

budget

1.3 Evaluate the use of project management techniques in

event management

1.4 Analyse how models of contingency and crisis

management can be applied to event management

1.5 Analyse the use of customer relationship management

(CRM) systems to attract attendees

1.6 Evaluate the application of the principles of logistics to

event management

1.7 Describe the insurance requirements of an event

2 Be able to manage the

planning of an event

2.1 Identify the purpose of an event and the key messages

to be communicated

2.2 Identify target attendees for an event

2.3 Assess the impact of an event on an organisation and

its stakeholders

2.4 Establish requirements for resources, location,

technical facilities, layout, health and safety

2.5 Identify how event-related risks and contingencies will

be managed

2.6 Develop an event plan that specifies objectives, success

and evaluation criteria

2.7 Make formal agreements for what will be provided, by

whom and when

ProQual, November 2017

Level 4 NVQ Diploma in Management

72

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

2.8 Determine methods of entry, security, access and

pricing

3 Be able to manage an

event

3.1 Manage the allocation of resources in accordance with

the event management plan

3.2 Respond to changing circumstances in accordance with

contingency plans

3.3 Deliver agreed outputs within the timescale

3.4 Manage interdependencies, risks and problems in

accordance with the event management plan

3.5 Comply with the venue, insurance and technical

requirements

3.6 Apply the principles and good practice of customer

care when managing an event

3.7 Adhere to organisational policies and procedures, legal

and ethical requirements when managing an event

4 Be able to follow up an

event

4.1 Ensure that all post-event leads or actions are followed

up

4.2 Optimise opportunities to take actions that are likely to

further business objectives

4.3 Evaluate the effectiveness of an event against agreed

criteria

ProQual, November 2017

Level 4 NVQ Diploma in Management

73

Unit F/506/2176

Review the quality of customer service

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to review

the quality of customer

service

1.1 Explain the value of measuring the quality of

customer service

1.2 Analyse the criteria for and factors involved in

setting customer service standards

1.3 Explain how to construct representative samples

1.4 Analyse methods of validating information and

information sources

1.5 Explain how to set and use customer service

performance metrics

1.6 Explain the use of customer feedback in the

measurement of customer service

1.7 Analyse the advantages and disadvantages of a

range of data analysis methods

2 Be able to plan the

measurement of customer

service

2.1 Identify the features of customer service against

which customer satisfaction can be measured

2.2 Select data collection methods that are valid and

reliable

2.3 Specify monitoring techniques that measure

customer satisfaction

2.4 Establish evaluation objectives and key performance

indicators (KPIs) in the measurement of customer

service

2.5 Specify the information to be collected

3 Be able to evaluate the

quality of customer service

3.1 Validate the information collected to identify

useable data

3.2 Use information analysis methods that are

appropriate to the nature of the information

collected

ProQual, November 2017

Level 4 NVQ Diploma in Management

74

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Identify instances of effective customer service,

shortfalls and gaps from the information analysis

against agreed criteria

3.4 Develop recommendations that address identified

areas for improvement supported by evidence

ProQual, November 2017

Level 4 NVQ Diploma in Management

75

Unit F/506/2176

Review the quality of customer service

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to review

the quality of customer

service

1.1 Explain the value of measuring the quality of

customer service

1.2 Analyse the criteria for and factors involved in

setting customer service standards

1.3 Explain how to construct representative samples

1.4 Analyse methods of validating information and

information sources

1.5 Explain how to set and use customer service

performance metrics

1.6 Explain the use of customer feedback in the

measurement of customer service

1.7 Analyse the advantages and disadvantages of a

range of data analysis methods

2 Be able to plan the

measurement of customer

service

2.1 Identify the features of customer service against

which customer satisfaction can be measured

2.2 Select data collection methods that are valid and

reliable

2.3 Specify monitoring techniques that measure

customer satisfaction

2.4 Establish evaluation objectives and key performance

indicators (KPIs) in the measurement of customer

service

2.5 Specify the information to be collected

3 Be able to evaluate the

quality of customer service

3.1 Validate the information collected to identify

useable data

3.2 Use information analysis methods that are

appropriate to the nature of the information

collected

ProQual, November 2017

Level 4 NVQ Diploma in Management

76

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Identify instances of effective customer service,

shortfalls and gaps from the information analysis

against agreed criteria

3.4 Develop recommendations that address identified

areas for improvement supported by evidence

ProQual, November 2017

Level 4 NVQ Diploma in Management

77

Unit D/506/1911

Contribute to the improvement of business performance

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles of

resolving business problems

1.1 Explain the use of different problem-solving

techniques

1.2 Explain the organisational and legal constraints

relating to problem-solving

1.3 Describe the role of stakeholders in problemsolving

1.4 Describe the steps in the business decision-making

process

1.5 Analyse the implications of adopting

recommendations and implementing decisions to

solve business problems

2 Understand improvement

techniques and processes

2.1 Describe the purpose and benefits of continuous

improvement

2.2 Analyse the features, use and constraints of

different continuous improvement techniques and

models

2.3 Explain how to carry out a cost-benefit analysis

2.4 Explain the importance of feedback from customers

and other stakeholders in continuous improvement

3 Be able to solve problems in

business

3.1 Identify the nature, likely cause and implications of

a problem

3.2 Evaluate the scope and scale of a problem

3.3 Analyse the possible courses of action that can be

taken in response to a problem

3.4 Use evidence to justify the approach to problemsolving

3.5 Develop a plan and success criteria that are

appropriate to the nature and scale of a problem

ProQual, November 2017

Level 4 NVQ Diploma in Management

78

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.6 Obtain approval to implement a solution to a

problem

3.7 Take action to resolve or mitigate a problem

3.8 Evaluate the degree of success and scale of the

implications of a solved problem

4 Be able to contribute to the

improvement of activities

4.1 Identify the nature, scope and scale of possible

contributions to continuous improvement activities

4.2 Measure changes achieved against existing baseline

data

4.3 Calculate performance measures relating to cost,

quality and delivery

4.4 Justify the case for adopting improvements

identified with evidence

4.5 Develop standard operating procedures and

resource plans that are capable of implementing

agreed changes

ProQual, November 2017

Level 4 NVQ Diploma in Management

79

Unit H/506/1912

Negotiate in a business environment

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the principles

underpinning negotiation

1.1 Describe the requirements of a negotiation strategy

1.2 Explain the use of different negotiation techniques

1.3 Explain how research on the other party can be used

in negotiations

1.4 Explain how cultural differences might affect

negotiations

2 Be able to prepare for

business negotiations

2.1 Identify the purpose, scope and objectives of the

negotiation

2.2 Explain the scope of their own authority for

negotiating

2.3 Prepare a negotiating strategy

2.4 Prepare fall-back stances and compromises that align

with the negotiating strategy and priorities

2.5 Assess the likely objectives and negotiation stances of

the other party

2.6 Research the strengths and weaknesses of the other

party

3 Be able to carry out

business negotiations

3.1 Carry out negotiations within responsibility limits in a

way that optimises opportunities

3.2 Adapt the conduct of the negotiation in accordance

with changing circumstances

3.3 Maintain accurate records of negotiations, outcomes

and agreements made

3.4 Adhere to organisational policies and procedures, and

legal and ethical requirements when carrying out

business negotiations

ProQual, November 2017

Level 4 NVQ Diploma in Management

80

Unit K/506/2169

Resolve customers’ problems

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the monitoring

and resolution of customers’

problems

1.1 Assess the suitability of a range of techniques for

monitoring customer problems

1.2 Explain how to use the resolution of customers’

problems to improve products and/or services

1.3 Explain how the successful resolution of customers’

problems contributes to customer loyalty and

enhanced business performance

1.4 Explain the features of negotiating techniques used

to resolve customers’ problems

2 Be able to deal with

customers’ problems

2.1 Confirm the nature and cause of customers’

problems

2.2 Explain when customers’ problems should be

treated as complaints

2.3 Explain the benefits to customers and the

organisation of the options available to solve

problems

2.4 Explain the drawbacks to customers and the

organisation of the options available to solve

problems

2.5 Explain to customers the options for resolving their

problems

2.6 Agree solutions that meet customers’ and

organisational requirements within their own levels

of authority

2.7 Inform colleagues of the nature of problems and

actions taken

2.8 Evaluate the effectiveness of the resolution of

customers’ problems

ProQual, November 2017

Level 4 NVQ Diploma in Management

81

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

2.9 Adhere to organisational policies and procedures,

legal and ethical requirements when dealing with

customers’ problems

ProQual, November 2017

Level 4 NVQ Diploma in Management

82

Unit R/506/2151

Resolve customers’ complaints

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the monitoring

and resolution of customers’

complaints

1.1 Assess the suitability of a range of monitoring

techniques for customers’ complaints

1.2 Explain how to identify those complaints that

should prompt a review of the service offer and

service delivery

1.3 Explain negotiating techniques used to resolve

customers’ complaints

1.4 Explain conflict management techniques used in

dealing with upset customers

1.5 Explain organisational procedures for dealing with

customer complaints

1.6 Explain when to escalate customers’ complaints

1.7 Explain the cost and regulatory implications of

admitting liability on the basis of a customer

complaint

1.8 Explain the advantages and limitations of offering

compensation or replacement products and/or

services

2 Be able to deal with

customers’ complaints

2.1 Confirm the nature, cause and implications of

customers’ complaints

2.2 Take personal responsibility for dealing with

complaints

2.3 Communicate in a way that recognises customers’

problems and understands their points of view

2.4 Explain the advantages and limitations of different

complaint response options to customers

2.5 Explain the advantages and limitations of different

complaint response options to the organisation

ProQual, November 2017

Level 4 NVQ Diploma in Management

83

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

2.6 Keep customers informed of progress

2.7 Agree solutions with customers that address the

complaint and which are within the limits of their

own authority

2.8 Record the outcome of the handling of complaints

for future reference

2.9 Adhere to organisational policies and procedures,

legal and ethical requirements when dealing with

customers’ complaints

ProQual, November 2017

Level 4 NVQ Diploma in Management

84

Unit Y/502/9927

Analyse competitor activity

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Be able to identify competitor

activity

1.1 Identify organisations competing for the same

customers

1.2 Identify potentially threatening competitor

activity

1.3 Identify competitors’ objectives

1.4 Identify valid sources of information on

competitors and their activity

1.5 Explain the advantages and disadvantages of

sources of information on competitors and their

activity

2 Be able to determine the nature

of the threat posed by

competitor activity

2.1 Assess the strengths and weaknesses of

competitor activity against agreed criteria

2.2 Assess the strengths and weaknesses of

competitors’ products and/or services against

agreed criteria

2.3 Determine the nature and extent of the possible

threat posed by competitor activity and

products and/or services

ProQual, November 2017

Level 4 NVQ Diploma in Management

85

Unit A/502/8656

Developing sales proposals

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand how to

write sales proposals

1.1 Explain how to write a proposal that differentiates the

offer from that of a competitor and promotes

organisational strengths

1.2 Describe how to put together a persuasive argument

based on quantitative and qualitative evidence

1.3 Explain the importance of addressing the brief in tender

documentation

1.4 Explain the importance of using the “house style” in

proposals

1.5 Explain the legal and ethical issues relating to sales

proposals

1.6 Explain the client’s procedures for submitting sales

proposals

2 Be able to develop

sales proposals

2.1 Ensure the prospect’s or customer’s requirements are

addressed in the proposal

2.2 Ensure that all identified issues requiring clarification are

resolved before the proposal is finalised

2.3 Identify the conditions and constraints which need to be

included within the proposal in order to protect the

organisation’s interests

2.4 Present the proposal in “house style”

2.5 Ensure that the proposal is based on market factors

2.6 Provide the required level of detail as briefed by the

prospect or customer

2.7 Ensure that the price reflects the value within the proposal

2.8 Gain internal approval before submission

2.9 Supply the proposal within the agreed timescale

ProQual, November 2017

Level 4 NVQ Diploma in Management

86

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3 Be able to evaluate

the proposal

3.1 Obtain feedback from colleagues and the customer on the

proposal

3.2 Evaluate the outcome of the proposal and recommend

improvements for the future

ProQual, November 2017

Level 4 NVQ Diploma in Management

87

Unit D/502/8651

Prioritising information for sales planning

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand sources and types

of information that support

sales

1.1 Describe the information about customers’

behaviour that is relevant to sales

1.2 Explain the nature of competitors’ sales activities

1.3 Explain the relevance of information from the

external business environment to sales

1.4 Describe sources of business information

relevant to sales

2 Understand internal

information that supports sales

2.1 Describe the customer base of the organisation

2.2 Explain organisational information storage

procedures

2.3 Explain organisational procedures for

communicating sales-based information to the

sales team

3 Be able to carry out a business

audit of the internal and

external sales environment

3.1 Obtain information about customers and

competitors from a variety of sources to enable a

business audit to be conducted

3.2 Organise sales information to support effective

sales planning

3.3 Prioritise the internal strengths and weaknesses,

and external opportunities and threats the

organisation faces in relation to sales objectives

4 Be able to use sales information

to support the sales planning

function

4.1 Monitor trends and developments that impact

on business and sales activities against agreed

criteria

4.2 Identify market developments and their

implications for organisational sales plans

4.3 Ensure that sales information is communicated

to those who need it in accordance with

organisational procedures

ProQual, November 2017

Level 4 NVQ Diploma in Management

88

Unit M/506/2898

Manage customer service operations

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the management

of customer service

operations

1.1 Explain the basis for allocating resources

1.2 Assess the suitability of a range of methods to

monitor customer service operations

1.3 Explain the strategies needed to deliver seamless

customer service

1.4 Explain techniques used to develop solutions to

problems

1.5 Evaluate sources of information on customer

performance data

1.6 Analyse a range of techniques to identify patterns

and trends in customer behaviour and customer

service performance

1.7 Analyse a range of possible improvements to

customer service operations

2 Be able to plan customer

service operations

2.1 Define the service offer to meet identified

customer expectations

2.2 Develop plans that will enable sustainable and

consistent customer service operations to agreed

standards

2.3 Develop contingencies that address identified risks

2.4 Specify targets, objectives, key performance

indicators (KPIs) and monitoring arrangements

2.5 Communicate objectives, targets, standards and

procedures to staff

3 Be able to manage customer

service operations

3.1 Allocate resources according to agreed priorities

3.2 Keep staff informed of developments in the

customer service offer

ProQual, November 2017

Level 4 NVQ Diploma in Management

89

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Keep staff informed of developments in best

practice for the delivery of customer service

3.4 Maintain positive working relationships amongst

staff

3.5 Carry out monitoring activities in accordance with

plans

3.6 Manage deviations from expected performance

and service failures in accordance with contingency

plans

3.7 Use feedback from staff and customers to make

improvements

3.8 Take action within the limits of their responsibility

to make improvements to customer service

performance

4 Be able to prepare staff for

the delivery of customer

service

4.1 Confirm that staff understand the vision,

objectives, roles, plans, standards and procedures

to deliver customer service

4.2 Provide training and support that will enable staff

to deliver customer service to the required

standards

4.3 Communicate to staff their roles, responsibilities

and work plans in line with delivery plans

5 Be able to measure customer

service performance

5.1 Take action to ensure that systems to collect

agreed performance data are in place

5.2 Identify trends of customer behaviour and

customer service performance from performance

data

5.3 Benchmark performance against agreed measures

5.4 Address identified anomalies and problems

5.5 Identify areas for improvement within customer

service

 

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