Summary of learning outcomes

To achieve this unit a learner must:

1 Evaluate the importance of business processes in delivering outcomes based upon

business goals and objectives

2 Develop plans for their areas of responsibility and implement operational plans

3 Design and monitor appropriate systems to ensure quality of product and services

4 Manage health and safety in the workplace

5 Improve organisational performance.

1 Business processes in delivering outcomes based upon business goals and objectives

Processes and functions: inter-relationships of functions, mission, aims, objectives and
culture; principles and models of effective process management; types of business process
measures and how to evaluate their suitability

2 Plans for their areas of responsibility and implement operational plans

Areas of responsibility: internal and external customers, customer orientation, market
research, product development, principles and methods of short- to medium-term planning,
PERT, critical path analysis, work flow, prioritising workloads, how to develop SMART
objectives, time management, how to analyse and manage risk, how to align resources with
objectives
Operational plans: product and service specifications and standards, meeting quality,
quantity, time and cost objectives, systems eg Just-in-Time, value-added chains, statistical
process control, co-ordinating activities, working within organisational constraints and
limitations

3 Appropriate systems to ensure quality of product and services

Systems: Total Quality Management (TQM), TQM philosophy, principles, methods and
techniques; quality systems, quality circles, ISO9000/EN29000, managing and monitoring
quality

4 Health and safety in the workplace

Health and safety: legislation and regulations relating to health and safety at work,
organisational policies and procedures regarding health and safety, risk assessment and
monitoring, practical application of regulations, public attitudes and concerns relating to
health and safety

5 Organisational performance

Organisational performance: principles of models which underpin organisational
performance, types of performance measures and how to determine and set them,
cost/benefit analysis, risk analysis, the value of a customer-focused culture, the importance
of prevention rather than correction, importance of developing a continual improvement
culture and how to involve others, planning, proposing, implementing and evaluating
change, identifying wider implications of change within the organisation, Business Process
Re-engineering (BPR)