This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies. No licensing, legislative or certification requirements apply to this unit at the time of publication.

This unit describes the skills and knowledge required to develop and implement procedures to ensure the organisation meets its corporate governance obligations. It covers researching corporate governance trends, standards and practices, and establishing processes to promote compliance. It also includes reviewing compliance and taking corrective action on non-compliance. The unit applies to those who are responsible for monitoring and managing compliance to corporate governance requirements. No licensing, legislative or certification requirements apply to this unit at the time of publication.