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 that vocational trainers need to identify the foundation skills requirements that are critical to vocational competence within a vocational training specification. It covers how to plan, design and address those requirements using integrated approaches. The unit applies to individuals who teach, train and assess; and those who develop training and assessment resources. Competence in this unit does not indicate that a person is a qualified specialist adult language, literacy or numeracy practitioner. No licensing, legislative or certification requirements apply to this unit at the time of publication.