This unit describes the skills and knowledge required to implement systems and process that support the personal and professional development of self and others. The unit applies to individuals working in a range of managerial positions who are accountable for the development and performance of others. 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 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.