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Candidate Logbook Edexcel SVQ4 in Management at SCQF Level 9 October 2011 SVQ
Candidate Logbook
Edexcel SVQ4 in Management at SCQF Level 9
October 2011
SVQ
Pearson Education Ltd is one of the UK’s largest awarding organisations, offering academic and vocational qualifications and testing to schools, colleges, employers, and other places of learning, both in the UK and internationally. Qualifications offered include GCSE, AS and A level, NVQ and our BTEC suite of vocational qualifications, ranging from Entry Level to BTEC Higher National Diplomas. Pearson Education Ltd administers Edexcel GCSE examinations. Through initiatives such as on screen marking and administration, Pearson is leading the way in using technology to modernise educational assessment, and to support teachers and learners.
References to third-party material made in this document are made in good faith. Edexcel does not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.)
Authorised by Martin Stretton Prepared by Susan Hoxley
Publications code SV029861
© Pearson Education Limited 2012
Contents
Section 1: SVQ 4 in Management at SCQF Level 9 1
Introduction 1
National Occupational Standards and SVQs 1
Which SVQs in Team Leading and Management are available? 1
Who is this SVQ for? 1
What progression opportunity does this SVQ offer me? 2
What is the structure of the SVQ 4 in Management at SCQF Level 9? 3
Section 2: Examples of forms 7
Collecting your evidence 7
Example form 1 — Portfolio title page 9
Example form 2 — Personal profile 11
Example form 3 — Contents checklist 13
Example form 4 — Index of evidence 15
Example form 5 — Unit assessment plan 17
Example form 6 — Unit sign-off record 19
Example form 7 — Work Log 21
Example form 8 — Observation record 23
Example form 9 — Witness testimony 25
Example form 10 — Expert witness evidence record 27
Example form 11 — Record of questions and candidate’s answers 29
Section 3: Logbook 31
Mandatory units 33
Unit 1: Develop and implement operational plans for your area of responsibility 35
Unit 2: Provide leadership in your area of responsibility 49
Unit 3: Develop productive working relationships with colleagues and stakeholders 63
Unit 4: Manage business processes 79
Optional units 91
Unit 5: Manage your own resources and professional development 93
Unit 6: Develop your personal networks 107
Unit 7: Ensure compliance with legal, regulatory, ethical and social requirements 121
Unit 8: Promote equality of opportunity, diversity and inclusion in your area of responsibility 135
Unit 9: Encourage innovation in your area of responsibility 151
Unit 10: Lead change 165
Unit 11: Plan change 177
Unit 12: Implement change 189
Unit 13 Recruit, select and keep colleagues 201
Unit 14: Allocate and monitor the progress and quality of work in your area of responsibility 215
Unit 15: Provide learning opportunities for colleagues 231
Unit 16 Build and manage teams 247
Unit 17: Reduce and manage conflict in your team 263
Unit 18: Lead meetings 277
Unit 19: Support individuals to develop and maintain their performance 293
Unit 20: Initiate and follow disciplinary procedure 309
Unit 21: Initiate and follow grievance procedure 323
Unit 22: Manage redundancies in your area of responsibility 335
Unit 23: Manage finance for your area of responsibility 349
Unit 24: Obtain additional finance for the organisation 365
Unit 25: Ensure health and safety requirements are met in your area of responsibility 381
Unit 26: Manage physical resources 395
Unit 27: Manage the environmental impact of your work 409
Unit 28: Take effective decisions 423
Unit 29: Manage knowledge in your area of responsibility 437
Unit 30: Support team and virtual working 451
Unit 31: Procure supplies 463
Unit 32: Select suppliers through a tendering process 477
Unit 33: Outsource business processes 491
Unit 34: Manage a project 505
Unit 35: Manage a programme of complementary projects 521
Unit 36: Develop and implement marketing plans for your area of responsibility 533
Unit 37: Build your organisation’s understanding of its market and customers 547
Unit 38: Manage the achievement of customer satisfaction 561
Unit 39: Manage quality systems 575
Unit 40: Prepare for and participate in quality audits 591
Unit 41: Carry out quality audits 603
Unit 42: Manage the development and marketing of products/ services in your area of responsibility 619
Unit 43: Prepare sales proposals and deliver sales presentations 633
Unit 44: Sell products/services to customers 645
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SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
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Section 1: SVQ 4 in Management at SCQF Level 9
Introduction
This document contains information specific to the Edexcel SVQ 4 in Management at SCQF Level 9.
National Occupational Standards and SVQs
The standards, Assessment Strategy and qualification structures for Team Leading and Management are overseen by CfA. The SVQs have been developed from the National Occupational Standards.
The Edexcel SVQ 4 in Management at SCQF Level 9 gives recognition of candidates’ skills, knowledge and understanding. It allows candidates to gain a qualification in the workplace that relates to their job and promotes good working practice.
You can contact the Sector Skills Council (SSC) at: CfA business skills @ work 6 Graphite Square, Vauxhall Walk, London SE11 5EE Telephone: 0207 091 9620 Fax: 0207 091 7340 email: [email protected]
SVQs are designed to be assessed in the workplace, or in conditions resembling the workplace. However, simulation of real working practice is rarely permitted. Where this is allowed it will be shown in the individual units, within the standards that are in this logbook.
Simulation must be carried out in conditions resembling the workplace. These conditions are described as being a ‘realistic working environment’ (RWE).
Which SVQs in Team Leading and Management are available?
The SVQs in Team Leading and Management are available as follows:
SVQ 2 in Team Leading at SCQF 5
SVQ 3 in Management at SCQF 7
SVQ 4 in Management at SCQF 9
SVQ 5 in Management at SCQF 11.
It is important that you select the most appropriate level related to your work role.
Who is this SVQ for?
The SVQ 4 in Management at SCQF Level 9
Candidates can expect to be middle managers and thus hold a more central management role in an organisation. The four mandatory units develop skills in innovation and process, operational plans, working relationships and health and safety.
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What progression opportunity does this SVQ offer me?
Candidates may progress within their own employment, for example, to middle management. They can also progress to:
the Edexcel BTEC Level 5 Award/Certificate/Diploma in Management and Leadership (QCF)
the Edexcel BTEC Level 4 HNC Diploma and Level 5 HND Diploma in Business (Management) (QCF)
the Edexcel Level 7 BTEC Award/Certificate/Diploma/Extended Diploma in Strategic Management and Leadership (QCF)
the Edexcel SVQ 5 in Management.
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What is the structure of the SVQ 4 in Management at SCQF Level 9?
To achieve the whole qualification at Level 4, you must prove competence in four mandatory units and four optional units.
Mandatory units for the SVQ 4 in Management at SCQF Level 9
You must achieve all of the units listed below:
Unit number
Unit code Title Unit credit
SCQF level
1 B1 Develop and implement operational plans for your area of responsibility
11 8
2 B6 Provide leadership in your area of responsibility
9 8
3 D2 Develop productive working relationships with colleagues and stakeholders
12 9
4 F3 Manage business processes 15 9
Optional units for the SVQ 4 in Management at SCQF Level 9
You must achieve four of the units listed below:
Unit number
Unit code Title Unit credit
SCQF level
5 A2 Manage your own resources and professional development
8 7
6 A3 Develop your personal networks 10 9
7 B8 Ensure compliance with legal, regulatory, ethical and social requirements
12 9
8 B11 Promote equality of opportunity, diversity and inclusion in your area of responsibility
10 8
9 C2 Encourage innovation in your area of responsibility
12 9
10 C4 Lead change 15 9
11 C5 Plan change 15 9
12 C6 Implement change 11 8
13 D3 Recruit, select and keep colleagues 12 9
14 D6 Allocate and monitor the progress and quality of work in your area of responsibility
14 7
15 D7 Provide learning opportunities for colleagues
11 8
16 D9 Build and manage teams 8 7
17 D10 Reduce and manage conflict in your team 5 7
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Unit number
Unit code Title Unit credit
SCQF level
18 D11 Lead meetings 4 7
19 D13 Support individuals to develop and maintain their performance
5 7
20 D14 Initiate and follow disciplinary procedure 6 6
21 D15 Initiate and follow grievance procedure 6 6
22 D16 Manage redundancies in your area of responsibility
5 7
23 E2 Manage finance for your area of responsibility
14 8
24 E3 Obtain additional finance for the organisation
18 10
25 E6 Ensure health and safety requirements are met in your area of responsibility
11 7
26 E8 Manage physical resources 9 8
27 E9 Manage the environmental impact of your work
4 8
28 E10 Take effective decisions 4 8
29 E12 Manage knowledge in your area of responsibility
4 9
30 E14 Support team and virtual working N/A N/A
31 E15 Procure supplies 5 8
32 E16 Select suppliers through a tendering process
6 9
33 E17 Outsource business processes 9 9
34 F1 Manage a project 11 8
35 F2 Manage a programme of complementary projects
12 10
36 F4 Develop and implement marketing plans for your area of responsibility
5 9
37 F9 Build your organisation’s understanding of its market and customers
12 9
38 F11 Manage the achievement of customer satisfaction
9 9
39 F13 Manage quality systems 5 9
40 F14 Prepare for and participate in quality audits
6 8
41 F15 Carry out quality audits 6 10
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Unit number
Unit code Title Unit credit
SCQF level
42 F16 Manage the development and marketing of products/services in your area of responsibility
9 10
43 F18 Prepare sales proposals and deliver sales presentations
N/A N/A
44 F19 Sell products/services to customers N/A N/A
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Section 2: Examples of forms
Collecting your evidence
This section contains examples of the forms you, your assessor and the internal verifier will use while you are undertaking your SVQ 4 in Management at SCQF Level 9.
The forms are:
Form 1: Portfolio title page
Form 2: Personal profile
Form 3: Contents checklist
Form 4: Index of evidence
Form 5: Unit assessment plan
Form 6: Unit sign-off record
Form 7: Work Log
Form 8: Observation record
Form 9: Witness testimony
Form 10: Expert witness evidence record
Form 11: Record of questions and candidate’s answers.
You should ask your assessor for further advice and support if you are still unsure about how to use the forms and who should complete them.
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Example form 1 — Portfolio title page
Name:
Job title:
Name of employer/training provider/college:
Their address:
Postcode:
Telephone number (Home): (Work):
Email address: Fax number:
SVQ: Level:
Units submitted for assessment:
Mentor/Supervisor:
(Please provide details of mentor’s/supervisor’s experience):
Assessor: Date:
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Example form 2 — Personal profile
Name:
Address:
Postcode:
Telephone number (Home): (Work):
Email address: Fax number:
Job title:
Relevant experience
Description of your current job:
Previous work experience or attach copy of a current CV:
Qualifications and training and/or attach copy of a current CV:
continued overleaf…
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Voluntary work/interests:
Name of employer/training provider/college:
Address:
Postcode:
Telephone number (work): Fax number:
Email address:
Type of business, if employer:
Number of staff:
Structure of organisation (including chart or diagram if available):
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Example form 3 — Contents checklist
SVQ title:
Candidate:
Completed? Page/section number
Title page for the portfolio
Personal profile
your own personal details
a brief CV or career profile
description of your job
information about your employer/training provider/college
Summary of the units
Completed units
signed by yourself, your assessor and the internal verifier (where relevant)
reference numbers included
unit assessment plans
Unit progress records
Index of evidence (with cross-referencing information completed)
Evidence (with reference numbers)
observation records
details of witnesses (witness testimony sheets)
personal statements
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Example form 4 — Index of evidence
SVQ title and level:
Candidate:
Units/elements evidence links to (give specific numbers, eg 5.2.1)
Evidence number
Description of evidence Included in portfolio (Yes/No) If No, state location
Internal verifier signature and date of sampling
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Example form 5 — Unit assessment plan
SVQ title:
Unit:
Candidate: Assessor:
Normal working activities performed
TYPICAL EVIDENCE
WORK AREA EXPECTED COMPLETION DATE
LINKS TO OTHER UNITS/ELEMENTS
ELEMENT:
ELEMENT:
ELEMENT:
Activities needing to be performed
ELEMENT:
ELEMENT:
ELEMENT:
Additional comments
Assessor’s signature: Date:
Candidate’s signature: Date:
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Example form 6 — Unit sign-off record
SVQ title and level:
Candidate:
Assessor:
To achieve the whole qualification, you must prove competence in Xxx mandatory units and Xxx optional units.
Unit checklist: list here the units you will be undertaking, then circle the reference number of each unit as you complete it.
Mandatory
Optional
Mandatory units
Unit number Title Assessor’s signature
Date
continued overleaf…
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Optional units
Unit number Title Assessor’s signature
Date
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Example form 7 — Work Log
SVQ title and level:
Unit/element(s):
Candidate:
Purpose of statement:
Evidence index number:
Date Evidence index number
Details of statement Links to other evidence (enter numbers)
Units, elements and PCs covered
Candidate’s signature: Date:
Assessor’s signature: Date:
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Example form 8 — Observation record
SVQ title and level:
Unit/element(s):
Candidate: Date of observation:
Evidence index number:
Skills/activities observed: PCs and range covered:
Knowledge and understanding apparent from this observation:
Other units/elements to which this evidence may contribute:
Assessor comments and feedback to candidate:
I can confirm the candidate’s performance was satisfactory.
Assessor’s signature: Date:
Candidate’s signature: Date:
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Example form 9 — Witness testimony
SVQ title and level:
Candidate name:
Evidence index number:
Where applicable, evidence number to which this testimony relates:
Unit:
Element(s):
Range:
Date of evidence:
Witness name:
Relationship to candidate:
Details of testimony:
I can confirm the candidate’s evidence is authentic and accurate.
Witness signature:
Name: Date:
Contact telephone number:
Please tick () the appropriate box.
QUALIFIED AS AN ASSESSOR FOR WORKPLACE PERFORMANCE
FAMILIAR WITH THE SVQ STANDARDS TO WHICH THE CANDIDATE IS WORKING
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Example form 10 — Expert witness evidence record
SVQ title and level:
Candidate name:
Evidence index number:
Where applicable, evidence number to which this testimony relates:
Unit:
Element(s):
Date of evidence:
Expert witness name:
Relationship to candidate:
Details of testimony:
I can confirm the candidate’s evidence is authentic and accurate.
Expert witness signature:
Name: Date:
Contact telephone number:
Please tick () the appropriate box.
QUALIFIED AS AN ASSESSOR FOR WORKPLACE PERFORMANCE
RELEVANT PROFESSIONAL WORK ROLE THAT INVOLVES EVALUATING EVERYDAY STAFF PRACTICE
CURRENT EXPERTISE
FAMILIAR WITH THE SVQ STANDARDS TO WHICH THE CANDIDATE IS WORKING
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Example form 11 — Record of questions and candidate’s answers
SVQ title and level:
Candidate name:
Unit: Element(s):
Evidence index number:
Circumstances of assessment:
List of questions and candidate’s responses:
Q:
A:
Q:
A:
Assessor’s signature: Date:
Candidate’s signature: Date:
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Section 3: Logbook
Page number
Mandatory units 33
Unit 1: Develop and implement operational plans for your area of responsibility 35
Unit 2: Provide leadership in your area of responsibility 49
Unit 3: Develop productive working relationships with colleagues and stakeholders 63
Unit 4: Manage business processes 79
Optional units 91
Unit 5: Manage your own resources and professional development 93
Unit 6: Develop your personal networks 107
Unit 7: Ensure compliance with legal, regulatory, ethical and social requirements 121
Unit 8: Promote equality of opportunity, diversity and inclusion in your area of responsibility 135
Unit 9: Encourage innovation in your area of responsibility 151
Unit 10: Lead change 165
Unit 11: Plan change 177
Unit 12: Implement change 189
Unit 13 Recruit, select and keep colleagues 201
Unit 14: Allocate and monitor the progress and quality of work in your area of responsibility 215
Unit 15: Provide learning opportunities for colleagues 231
Unit 16 Build and manage teams 247
Unit 17: Reduce and manage conflict in your team 263
Unit 18: Lead meetings 277
Unit 19: Support individuals to develop and maintain their performance 293
Unit 20: Initiate and follow disciplinary procedure 309
Unit 21: Initiate and follow grievance procedure 323
Unit 22: Manage redundancies in your area of responsibility 335
Unit 23: Manage finance for your area of responsibility 349
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Unit 24: Obtain additional finance for the organisation 365
Unit 25: Ensure health and safety requirements are met in your area of responsibility 381
Unit 26: Manage physical resources 395
Unit 27: Manage the environmental impact of your work 409
Unit 28: Take effective decisions 423
Unit 29: Manage knowledge in your area of responsibility 437
Unit 30: Support team and virtual working 451
Unit 31: Procure supplies 463
Unit 32: Select suppliers through a tendering process 477
Unit 33: Outsource business processes 491
Unit 34: Manage a project 505
Unit 35: Manage a programme of complementary projects 521
Unit 36: Develop and implement marketing plans for your area of responsibility 533
Unit 37: Build your organisation’s understanding of its market and customers 547
Unit 38: Manage the achievement of customer satisfaction 561
Unit 39: Manage quality systems 575
Unit 40: Prepare for and participate in quality audits 591
Unit 41: Carry out quality audits 603
Unit 42: Manage the development and marketing of products/ services in your area of responsibility 619
Unit 43: Prepare sales proposals and deliver sales presentations 633
Unit 44: Sell products/services to customers 645
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Mandatory units
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Unit 1: Develop and implement operational plans for your area of responsibility
Unit code: B1
Unit credit: 11
Unit level: 8
Introduction
What this unit is about
Every organisation should have an overall strategic business plan and each identified area of responsibility should also have an operational plan that will contribute to achieving the objectives set out in the strategic business plan.
The ‘area of responsibility’ may be, for example, a branch or department or functional area or an operating site within an organisation.
Who is the unit for?
The unit is recommended for middle managers.
Links to other units
This unit is linked to units B6: Provide leadership in your area of responsibility, D6: Allocate and monitor the progress and quality of work in your area of responsibility, E2: Manage finance for your area of responsibility and F3: Manage business processes in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in developing and implementing operational plans for your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Planning
Risk management
Delegating
Networking
Involving others
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Innovating
Consulting
Communicating
Influencing and persuading
Monitoring
Evaluating
Setting objectives
Building consensus
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ies.
5 H
ow t
o re
spon
d to
mar
ket
oppo
rtun
itie
s.
6 Col
leag
ues
and
othe
r ke
y st
akeh
olde
rs,
and
thei
r ne
eds
and
expe
ctat
ions
.
7 Pr
oces
ses
for
cons
ulta
tion
.
8 So
urce
s of
inf
orm
atio
n yo
u ca
n us
e to
mon
itor
and
eva
luat
e pl
ans.
9 Pr
oced
ures
for
rep
orti
ng a
nd m
akin
g re
com
men
dati
ons.
SV02
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book
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agem
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
39
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
40
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
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andi
date
Log
book
— E
dexc
el S
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Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
41
Unit
1 (
B1):
Dev
elop
and im
ple
men
t op
erat
ional
pla
ns
for
your
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ba
lanc
e ne
w ide
as w
ith
trie
d an
d te
sted
sol
utio
ns.
2 Ba
lanc
e ri
sk w
ith
desi
red
outc
omes
.
3 M
ake
sure
you
r pl
ans
are
cons
iste
nt w
ith
the
obje
ctiv
es o
f yo
ur a
rea
of r
espo
nsib
ility
.
4 M
ake
sure
you
r pl
an is
flex
ible
and
com
plem
ents
re
late
d ar
eas
of w
ork.
5 D
evel
op a
nd a
ssig
n ob
ject
ives
to
peop
le t
oget
her
wit
h th
e as
soci
ated
res
ourc
es.
6 W
in t
he s
uppo
rt o
f ke
y co
llea
gues
and
oth
er
stak
ehol
ders
.
7 M
onit
or a
nd c
ontr
ol y
our
plan
so
that
it
achi
eves
its
ov
eral
l ob
ject
ives
.
8 Ev
alua
te t
he im
plem
enta
tion
of
your
pla
n an
d m
ake
reco
mm
enda
tion
s th
at ide
ntif
y go
od p
ract
ice
and
area
s fo
r im
prov
emen
t.
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
42
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
43
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
44
Unit
1 (
B1):
Dev
elop
and im
ple
men
t op
erat
ional
pla
ns
for
your
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u co
nsta
ntly
see
k to
im
prov
e pe
rfor
man
ce.
2 Yo
u w
ork
tow
ards
a c
lear
ly d
efin
ed v
isio
n of
the
fu
ture
.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u re
flec
t re
gula
rly
on y
our
own
and
othe
rs’
expe
rien
ces,
and
use
the
se t
o in
form
fut
ure
acti
on.
5 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
mak
e be
st u
se o
f ti
me
and
reso
urce
s.
6 Yo
u se
t de
man
ding
but
ach
ieva
ble
obje
ctiv
es f
or
your
self
and
oth
ers.
SV02
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date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
45
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u cr
eate
a s
ense
of
com
mon
pur
pose
.
8 Yo
u ba
lanc
e ag
enda
s an
d bu
ild
cons
ensu
s.
9 Yo
u co
nsid
er t
he im
pact
of
your
ow
n ac
tion
s on
ot
hers
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
46
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
47
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
48
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
49
Unit 2: Provide leadership in your area of responsibility
Unit code: B6
Unit credit: 9
Unit level: 8
Introduction
What this unit is about
The unit is about providing direction to people in a clearly and formally defined area or part of an organisation and motivating and supporting them to achieve the vision and objectives for the area.
The ‘area of responsibility’ may be, for example, a branch or department or functional area or an operating site within an organisation.
Who is the unit for?
The unit is recommended for first line managers and middle managers.
Links to other units
This unit is linked to all other units in the overall suite of National Occupational Standards for Management and Leadership where leadership in your area of responsibility may be required.
Skills
Listed below are the main generic ‘skills’ that need to be applied in providing leadership in your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Influencing and persuading
Leading by example
Motivating
Consulting
Planning
Setting objectives
Providing feedback
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
50
Coaching
Mentoring
Empowering
Learning
Following
Managing conflict
Obtaining feedback
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
51
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
fun
dam
enta
l di
ffer
ence
s be
twee
n m
anag
emen
t an
d le
ader
ship
.
2 H
ow t
o cr
eate
a c
ompe
llin
g vi
sion
for
an
area
of
resp
onsi
bility
.
3 H
ow t
o se
lect
and
suc
cess
fully
appl
y di
ffer
ent
met
hods
for
com
mun
icat
ing
wit
h pe
ople
acr
oss
an
area
of
resp
onsi
bilit
y.
4 A r
ange
of
diff
eren
t le
ader
ship
sty
les
and
how
to
sele
ct a
nd a
pply
the
se t
o di
ffer
ent
situ
atio
ns a
nd
peop
le.
5 H
ow t
o ge
t an
d m
ake
use
of f
eedb
ack
from
peo
ple
on y
our
lead
ersh
ip p
erfo
rman
ce.
6 Typ
es o
f di
ffic
ulti
es a
nd c
hallen
ges
that
may
ari
se,
incl
udin
g co
nflict
, di
vers
ity
and
incl
usio
n is
sues
w
ithi
n th
e ar
ea,
and
way
s of
ide
ntif
ying
and
ove
rcom
ing
them
.
7 The
ben
efit
s of
and
how
to
crea
te a
nd m
aint
ain
a cu
ltur
e w
hich
enc
oura
ges
and
reco
gnis
es
crea
tivi
ty a
nd inn
ovat
ion.
8 The
im
port
ance
of
enco
urag
ing
othe
rs t
o ta
ke t
he lea
d an
d w
ays
in w
hich
thi
s ca
n be
ach
ieve
d.
9 H
ow t
o em
pow
er p
eopl
e ef
fect
ivel
y.
10 H
ow t
o se
lect
and
suc
cess
fully
appl
y di
ffer
ent
met
hods
for
enc
oura
ging
, m
otiv
atin
g an
d su
ppor
ting
pe
ople
and
rec
ogni
sing
ach
ieve
men
t.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
52
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Le
ader
ship
sty
les
com
mon
in
the
indu
stry
/sec
tor.
2 Le
gal,
reg
ulat
ory
and
ethi
cal re
quir
emen
ts in
the
indu
stry
/sec
tor.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
wn
valu
es,
mot
ivat
ions
and
em
otio
ns.
2 Yo
ur o
wn
stre
ngth
s an
d lim
itat
ions
in
the
lead
ersh
ip r
ole.
3 The
str
engt
hs,
lim
itat
ions
and
pot
enti
al o
f pe
ople
tha
t yo
u le
ad.
4 Yo
ur o
wn
role
, re
spon
sibi
litie
s an
d le
vel of
pow
er.
5 The
vis
ion
and
obje
ctiv
es o
f th
e ov
eral
l or
gani
sati
on.
6 The
vis
ion,
obj
ecti
ves,
cul
ture
and
ope
rati
onal
pla
ns f
or y
our
area
of
resp
onsi
bilit
y.
7 Typ
es o
f su
ppor
t an
d ad
vice
tha
t pe
ople
are
lik
ely
to n
eed
and
how
to
resp
ond
to t
hese
.
8 Le
ader
ship
sty
les
used
acr
oss
the
orga
nisa
tion
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
53
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
54
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
55
Unit
2 (
B6):
Pro
vide
lead
ersh
ip in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce C
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Cre
ate
a vi
sion
of
whe
re y
our
area
is
goin
g an
d cl
earl
y an
d en
thus
iast
ical
ly c
omm
unic
ate
it,
toge
ther
wit
h su
ppor
tive
obj
ecti
ves
and
oper
atio
nal pl
ans,
to
the
peop
le w
orki
ng w
ithi
n yo
ur a
rea.
2 En
sure
tha
t pe
ople
wor
king
wit
hin
your
are
a un
ders
tand
an
d ca
n se
e ho
w t
he v
isio
n, o
bjec
tive
s an
d op
erat
iona
l pl
ans
link
to
the
visi
on a
nd o
bjec
tive
s of
the
ove
rall
orga
nisa
tion
.
3 St
eer
your
are
a su
cces
sful
ly t
hrou
gh d
iffi
cult
ies
and
chal
leng
es,
incl
udin
g co
nflict
, di
vers
ity
and
incl
usio
n is
sues
wit
hin
the
area
.
4 Cre
ate
and
mai
ntai
n a
cult
ure
wit
hin
your
are
a w
hich
en
cour
ages
and
rec
ogni
ses
crea
tivi
ty a
nd inn
ovat
ion.
5 D
evel
op a
ran
ge o
f le
ader
ship
sty
les
and
sele
ct a
nd a
pply
th
em t
o ap
prop
riat
e si
tuat
ions
and
peo
ple.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
56
Perf
orm
an
ce C
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Com
mun
icat
e re
gula
rly,
mak
ing
effe
ctiv
e us
e of
a r
ange
of
dif
fere
nt c
omm
unic
atio
n m
etho
ds,
wit
h al
l th
e pe
ople
w
orki
ng w
ithi
n yo
ur a
rea
and
show
tha
t yo
u list
en t
o w
hat
they
say
.
7 G
ive
peop
le in
your
are
a su
ppor
t an
d ad
vice
whe
n th
ey
need
it
espe
cial
ly d
urin
g pe
riod
s of
set
back
and
cha
nge.
8 M
otiv
ate
and
supp
ort
peop
le in
your
are
a to
ach
ieve
the
ir
wor
k an
d de
velo
pmen
t ob
ject
ives
and
pro
vide
re
cogn
itio
n w
hen
they
are
suc
cess
ful.
9 Em
pow
er p
eopl
e in
you
r ar
ea t
o de
velo
p th
eir
own
way
s of
wor
king
and
tak
e th
eir
own
deci
sion
s w
ithi
n ag
reed
bo
unda
ries
.
10 En
cour
age
peop
le t
o ta
ke t
he lea
d in
the
ir o
wn
area
s of
ex
pert
ise
and
show
willing
ness
to
follow
thi
s le
ad.
11 W
in,
thro
ugh
your
per
form
ance
, th
e tr
ust
and
supp
ort
of
peop
le w
ithi
n yo
ur a
rea
for
your
lea
ders
hip
and
get
regu
lar
feed
back
on
your
per
form
ance
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
57
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
58
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
59
Unit
2 (
B6):
Pro
vide
lead
ersh
ip in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ar
ticu
late
a v
isio
n th
at g
ener
ates
ex
cite
men
t, e
nthu
sias
m a
nd c
omm
itm
ent.
2 Yo
u cr
eate
a s
ense
of
com
mon
pur
pose
.
3 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs h
appe
n.
4 Yo
u m
ake
com
plex
thi
ngs
sim
ple
for
the
bene
fit
of o
ther
s.
5 Yo
u en
cour
age
and
supp
ort
othe
rs t
o ta
ke
deci
sion
s au
tono
mou
sly.
6 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
7 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
8 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
60
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
9 Yo
u se
ek t
o un
ders
tand
peo
ple’
s ne
eds
and
mot
ivat
ions
.
10 Yo
u m
odel
beh
avio
ur t
hat
show
s re
spec
t,
help
fuln
ess
and
co-o
pera
tion
.
11 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
the
best
use
of
thei
r ab
ilit
ies.
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ited
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61
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
63
Unit 3: Develop productive working relationships with colleagues and stakeholders
Unit code: D2
Unit credit: 12
Unit level: 9
Introduction
What this unit is about
This unit is about developing productive working relationships with colleagues, within your own organisation and within other organisations with which your organisation works, and with identified stakeholders.
It involves being aware of the roles, responsibilities, interests and concerns of colleagues and stakeholders and working with and supporting them in various ways. The need to monitor and review the effectiveness of working relationships with colleagues and stakeholders is also a key requirement of this unit.
‘Colleagues’ are any people you are expected to work with, whether they are at a similar position or in other positions in terms of level of responsibility, including your manager.
For the purposes of this unit, ‘stakeholder’ refers to individuals or organisations that have a material, legal or political interest in or who may be affected by the activities and performance of your organisation.
Who is the unit for?
The unit is recommended for middle managers and senior managers.
Links to other units
This unit is closely linked to units A3: Develop your personal networks, B2: Map the environment in which your organisation operates, D1: Develop productive working relationships with colleagues, D6: Allocate and monitor the progress and quality of work in your area of responsibility and E14: Support team and virtual working in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
64
Skills
Listed below are the main generic ‘skills’ that need to be applied in developing productive working relationships with colleagues and stakeholders. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Balancing competing needs and interest
Communicating
Consulting
Empathising
Information management
Leadership
Managing conflict
Monitoring
Networking
Obtaining feedback
Presenting information
Prioritising
Providing feedback
Problem-solving
Reviewing
Valuing and supporting others
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
ben
efit
s of
dev
elop
ing
prod
ucti
ve w
orki
ng r
elat
ions
hips
wit
h co
llea
gues
and
sta
keho
lder
s.
2 D
iffe
rent
typ
es o
f st
akeh
olde
r an
d ke
y pr
inci
ples
whi
ch u
nder
pin
the
‘sta
keho
lder
’ co
ncep
t.
3 H
ow t
o id
enti
fy y
our
orga
nisa
tion
’s s
take
hold
ers,
inc
ludi
ng b
ackg
roun
d in
form
atio
n an
d th
e na
ture
of
the
ir int
eres
t in
you
r or
gani
sati
on.
4 Pr
inci
ples
of
effe
ctiv
e co
mm
unic
atio
n an
d ho
w t
o ap
ply
them
in
orde
r to
com
mun
icat
e ef
fect
ivel
y w
ith
collea
gues
and
sta
keho
lder
s.
5 W
hy it
is im
port
ant
to r
ecog
nise
and
res
pect
the
rol
es,
resp
onsi
biliti
es,
inte
rest
s an
d co
ncer
ns o
f co
llea
gues
and
sta
keho
lder
s.
6 The
im
port
ance
of
crea
ting
an
envi
ronm
ent
of t
rust
and
mut
ual re
spec
t w
here
you
hav
e no
au
thor
ity,
or
shar
ed a
utho
rity
, ov
er t
hose
you
are
wor
king
wit
h.
7 The
im
port
ance
of
unde
rsta
ndin
g di
ffic
ult
situ
atio
ns a
nd iss
ues
from
you
r co
llea
gue’
s pe
rspe
ctiv
e an
d pr
ovid
ing
supp
ort,
whe
re n
eces
sary
, to
mov
e th
ings
for
war
d.
8 H
ow t
o id
enti
fy a
nd m
eet
the
info
rmat
ion
need
s of
col
leag
ues
and
stak
ehol
ders
.
9 W
hat
info
rmat
ion
it is
appr
opri
ate
to p
rovi
de t
o co
llea
gues
and
sta
keho
lder
s an
d th
e fa
ctor
s th
at
need
to
be t
aken
int
o co
nsid
erat
ion.
10
How
to
cons
ult
wit
h co
llea
gues
and
sta
keho
lder
s in
rel
atio
n to
key
dec
isio
ns a
nd a
ctiv
itie
s.
11
The
im
port
ance
of
taki
ng a
ccou
nt,
and
bein
g se
en t
o ta
ke a
ccou
nt,
of t
he v
iew
s of
col
leag
ues
and
stak
ehol
ders
, pa
rtic
ular
ly in
rela
tion
to
thei
r pr
iori
ties
, ex
pect
atio
ns a
nd a
ttit
udes
to
pote
ntia
l ri
sks.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
12
Why
com
mun
icat
ion
wit
h co
llea
gues
and
sta
keho
lder
s on
ful
film
ent
of a
gree
men
ts o
r an
y pr
oble
ms
affe
ctin
g or
pre
vent
ing
fulf
ilm
ent
is im
port
ant.
13
How
to
iden
tify
con
flic
ts o
f in
tere
st w
ith
collea
gues
and
sta
keho
lder
s an
d th
e te
chni
ques
tha
t ca
n be
use
d to
man
age
or r
emov
e th
em.
14
How
to
iden
tify
dis
agre
emen
ts w
ith
collea
gues
and
sta
keho
lder
s an
d th
e te
chni
ques
for
sor
ting
th
em o
ut.
15
The
dam
age
that
con
flic
ts o
f in
tere
st a
nd d
isag
reem
ents
wit
h co
llea
gues
and
sta
keho
lder
s ca
n ca
use
to ind
ivid
uals
and
org
anis
atio
ns.
16
How
to
take
acc
ount
of
dive
rsit
y an
d in
clus
ion
issu
es w
hen
deve
lopi
ng w
orki
ng r
elat
ions
hips
wit
h co
llea
gues
and
sta
keho
lder
s.
17
How
to
reco
gnis
e an
d ta
ke a
ccou
nt o
f po
liti
cal is
sues
whe
n de
alin
g w
ith
collea
gues
and
st
akeh
olde
rs.
18
How
to
man
age
the
expe
ctat
ions
of
collea
gues
and
sta
keho
lder
s.
19
How
to
mon
itor
and
rev
iew
the
eff
ecti
vene
ss o
f w
orki
ng r
elat
ions
hips
wit
h co
llea
gues
and
st
akeh
olde
rs.
20
How
to
get
and
mak
e ef
fect
ive
use
of f
eedb
ack
on t
he e
ffec
tive
ness
of
wor
king
rel
atio
nshi
ps f
rom
co
llea
gues
and
sta
keho
lder
s.
21
How
to
prov
ide
collea
gues
and
sta
keho
lder
s w
ith
usef
ul f
eedb
ack
on t
he e
ffec
tive
ness
of
wor
king
re
lati
onsh
ips.
22
The
im
port
ance
of
mon
itor
ing
wid
er d
evel
opm
ents
in
rela
tion
to
stak
ehol
ders
and
how
to
do s
o ef
fect
ivel
y.
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ry 2
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ears
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duca
tion
Lim
ited
201
2
67
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Cur
rent
and
em
ergi
ng p
olit
ical
, ec
onom
ic,
soci
al,
tech
nolo
gica
l, e
nvir
onm
enta
l an
d le
gal
deve
lopm
ents
in
the
indu
stry
or
sect
or.
2 Se
ctor
-spe
cifi
c le
gisl
atio
n, r
egul
atio
ns,
guid
elin
es a
nd c
odes
of
prac
tice
.
3 St
anda
rds
of b
ehav
iour
and
per
form
ance
in
the
indu
stry
or
sect
or.
4 The
cul
ture
of
the
indu
stry
or
sect
or.
5 D
evel
opm
ents
, is
sues
and
con
cern
s of
im
port
ance
to
stak
ehol
ders
in
the
indu
stry
or
sect
or.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
vis
ion,
val
ues,
obj
ecti
ves,
pla
ns,
stru
ctur
e an
d cu
ltur
e of
you
r or
gani
sati
on.
2 Rel
evan
t co
llea
gues
, th
eir
wor
k ro
les
and
resp
onsi
biliti
es.
3 Id
enti
fied
sta
keho
lder
s, t
heir
bac
kgro
und
and
inte
rest
in
the
acti
viti
es a
nd p
erfo
rman
ce o
f th
e or
gani
sati
on.
4 Agr
eem
ents
wit
h co
llea
gues
and
sta
keho
lder
s.
5 The
ide
ntif
ied
info
rmat
ion
need
s of
col
leag
ues
and
stak
ehol
ders
.
6 M
echa
nism
s fo
r co
nsul
ting
wit
h co
llea
gues
and
sta
keho
lder
s on
key
dec
isio
ns a
nd a
ctiv
itie
s.
7 The
org
anis
atio
n’s
plan
ning
and
dec
isio
n-m
akin
g pr
oces
ses.
8 M
echa
nism
s fo
r co
mm
unic
atin
g w
ith
collea
gues
and
sta
keho
lder
s.
9 Po
wer
, in
flue
nce
and
politi
cs w
ithi
n th
e or
gani
sati
on.
10 St
anda
rds
of b
ehav
iour
and
per
form
ance
tha
t ar
e ex
pect
ed in
the
orga
nisa
tion
.
11
Mec
hani
sms
in p
lace
for
mon
itor
ing
and
revi
ewin
g th
e ef
fect
iven
ess
of w
orki
ng r
elat
ions
hips
wit
h co
llea
gues
and
sta
keho
lder
s.
SV02
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andi
date
Log
book
— E
dexc
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VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
68
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
69
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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70
Unit
3 (
D2):
Dev
elop
pro
duct
ive
wor
king
rela
tion
ship
s w
ith c
olle
agues
and s
take
hol
der
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy s
take
hold
ers
and
the
back
grou
nd t
o an
d na
ture
of
the
ir int
eres
t in
the
act
ivit
ies
and
perf
orm
ance
of
the
orga
nisa
tion
.
2 Es
tabl
ish
wor
king
rel
atio
nshi
ps w
ith
rele
vant
col
leag
ues
and
stak
ehol
ders
.
3 Rec
ogni
se a
nd r
espe
ct t
he r
oles
, re
spon
sibi
liti
es,
inte
rest
s an
d co
ncer
ns o
f co
llea
gues
and
sta
keho
lder
s an
d, p
arti
cula
rly
in s
itua
tion
s of
mat
rix
man
agem
ent,
th
eir
man
ager
s’ r
equi
rem
ents
.
4 Cre
ate
an e
nvir
onm
ent
of t
rust
and
mut
ual re
spec
t w
here
yo
u ha
ve n
o au
thor
ity,
or
shar
ed a
utho
rity
, ov
er t
hose
yo
u ar
e w
orki
ng w
ith.
5 U
nder
stan
d di
ffic
ult
situ
atio
ns a
nd iss
ues
from
you
r co
llea
gue’
s pe
rspe
ctiv
e an
d pr
ovid
e su
ppor
t, w
here
ne
cess
ary,
to
mov
e th
ings
for
war
d.
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Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Pr
ovid
e co
llea
gues
and
sta
keho
lder
s w
ith
appr
opri
ate
info
rmat
ion
to e
nabl
e th
em t
o pe
rfor
m e
ffec
tive
ly.
7 Con
sult
col
leag
ues
and
stak
ehol
ders
in
rela
tion
to
key
deci
sion
s an
d ac
tivi
ties
and
tak
e ac
coun
t of
the
ir v
iew
s,
incl
udin
g th
eir
prio
riti
es,
expe
ctat
ions
and
att
itud
es t
o po
tent
ial ri
sks.
8 Fu
lfil a
gree
men
ts m
ade
wit
h co
llea
gues
and
sta
keho
lder
s an
d le
t th
em k
now
.
9 Adv
ise
collea
gues
and
sta
keho
lder
s pr
ompt
ly o
f an
y di
ffic
ulti
es o
r w
here
it
will be
im
poss
ible
to
fulf
il
agre
emen
ts.
10 Id
enti
fy a
nd s
ort
out
conf
lict
s of
int
eres
t an
d di
sagr
eem
ents
wit
h co
llea
gues
and
sta
keho
lder
s in
way
s th
at m
inim
ise
dam
age
to w
ork
and
acti
viti
es a
nd t
o th
e in
divi
dual
s an
d or
gani
sati
ons
invo
lved
.
11 M
onit
or a
nd r
evie
w t
he e
ffec
tive
ness
of
wor
king
re
lati
onsh
ips
wit
h co
llea
gues
and
sta
keho
lder
s, s
eeki
ng
and
prov
idin
g fe
edba
ck,
in o
rder
to
iden
tify
are
as f
or
impr
ovem
ent.
12 M
onit
or w
ider
dev
elop
men
ts in
orde
r to
ide
ntif
y is
sues
of
pote
ntia
l in
tere
st o
r co
ncer
n to
sta
keho
lder
s in
the
fut
ure
and
to ide
ntif
y ne
w s
take
hold
ers.
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on E
duca
tion
Lim
ited
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72
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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ent
at S
CQ
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Issu
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ry 2
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ears
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Lim
ited
201
2
73
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
74
Unit
3 (
D2):
Dev
elop
pro
duct
ive
wor
king
rela
tion
ship
s w
ith c
olle
agues
and s
take
hol
der
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
2 Yo
u sh
ow r
espe
ct f
or t
he v
iew
s an
d ac
tion
s of
oth
ers.
3 Yo
u se
ek t
o un
ders
tand
peo
ple’
s ne
eds
and
mot
ivat
ions
.
4 Yo
u co
mpl
y w
ith
and
ensu
re o
ther
s co
mpl
y w
ith
lega
l re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
po
lici
es a
nd p
rofe
ssio
nal co
des.
5 Yo
u cr
eate
a s
ense
of
com
mon
pur
pose
.
6 Yo
u w
ork
tow
ards
win
-win
sol
utio
ns.
7 Yo
u sh
ow s
ensi
tivi
ty t
o in
tern
al a
nd e
xter
nal po
liti
cs
that
im
pact
on
your
are
a of
wor
k.
8 Yo
u ke
ep p
rom
ises
and
hon
our
com
mit
men
ts.
9 Yo
u co
nsid
er t
he im
pact
of
your
ow
n ac
tion
s on
ot
hers
.
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anua
ry 2
012
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ears
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duca
tion
Lim
ited
201
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75
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
10 Yo
u us
e co
mm
unic
atio
n st
yles
tha
t ar
e ap
prop
riat
e to
di
ffer
ent
peop
le a
nd s
itua
tion
s.
11 Yo
u w
ork
to d
evel
op a
n at
mos
pher
e of
pr
ofes
sion
alis
m a
nd m
utua
l su
ppor
t.
SV02
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andi
date
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book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
76
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
77
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
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Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
78
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
79
Unit 4: Manage business processes Unit code: F3
Unit credit: 15
Unit level: 9
Introduction
What this unit is about
This unit is about managing business processes to make sure the organisation delivers outputs that meet customers’ needs and stakeholders’ needs, and organisational and legal requirements.
Who is the unit for?
The unit is recommended for middle managers.
Links to other units
This unit is linked to unit B1: Develop and implement operational plans for your area of responsibility and E17: Outsource business processes in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing business processes. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Information management
Analysing
Assessing
Presenting information
Influencing
Persuading
Negotiating
Problem-solving
Prioritising
Thinking systematically
Thinking creatively
Reviewing
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ry 2
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 Pr
inci
ples
and
mod
els
of e
ffec
tive
pro
cess
man
agem
ent.
2 H
ow t
o de
fine
bus
ines
s pr
oces
ses.
3 Typ
es o
f bu
sine
ss p
roce
ss m
easu
res
and
how
to
asse
ss t
heir
sui
tabi
lity
.
4 H
ow t
o en
sure
pro
cess
es a
nd r
esou
rces
are
sus
tain
able
and
eff
ecti
ve in
thei
r us
e, a
nd t
he
impo
rtan
ce o
f do
ing
so.
5 The
dif
fere
nce
betw
een
proc
ess
outp
uts
and
outc
omes
.
6 H
ow t
o as
sess
pro
cess
cha
nges
for
ris
k an
d re
war
d ag
ains
t th
eir
pote
ntia
l in
vest
men
t co
st.
7 H
ow t
o ca
rry
out
cost
and
ben
efit
ana
lysi
s.
8 Typ
es o
f an
alyt
ical
and
pro
blem
-sol
ving
too
ls t
hat
you
can
use
whe
n de
velo
ping
bus
ines
s pr
oces
ses.
9 H
ow t
o m
easu
re t
he e
ffec
t of
cha
nges
in
the
busi
ness
pro
cess
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 The
sec
tor
and
mar
ket
in w
hich
you
r or
gani
sati
on w
orks
.
2 Rel
evan
t se
ctor
tre
nds,
dev
elop
men
ts a
nd c
ompe
tito
r pe
rfor
man
ce t
hat
affe
ct y
our
busi
ness
pr
oces
ses.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
81
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s ai
ms
and
goal
s.
2 Yo
ur o
rgan
isat
ion’
s st
ruct
ure,
val
ues
and
cult
ure.
3 H
ow y
our
orga
nisa
tion
add
s va
lue
thro
ugh
delive
ring
its
pro
duct
s, s
ervi
ces
and
proc
esse
s.
4 The
nee
ds o
f yo
ur a
ctua
l an
d po
tent
ial cu
stom
ers
and
othe
r ke
y st
akeh
olde
rs.
5 Yo
ur o
rgan
isat
ion’
s pr
oduc
ts,
serv
ices
and
pro
cess
es a
nd t
he int
erde
pend
enci
es b
etw
een
them
.
6 M
easu
res
of p
roce
ss p
erfo
rman
ce t
hat
are
rele
vant
to
your
org
anis
atio
n.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
82
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
83
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
84
Unit
4 (
F3):
Man
age
busi
nes
s pro
cess
es
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce C
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
esig
n pr
oces
ses
that
del
iver
out
com
es b
ased
on
orga
nisa
tion
al g
oals
and
aim
s.
2 En
sure
pro
cess
es a
nd r
esou
rces
are
sus
tain
able
and
ef
fect
ive
in t
heir
use
.
3 Id
enti
fy a
nd p
rovi
de t
he r
esou
rces
you
nee
d.
4 Tak
e ac
coun
t of
inf
luen
ces
that
may
aff
ect
and
shap
e ho
w p
roce
sses
wor
k.
5 Li
nk p
roce
sses
so
that
the
y in
tera
ct a
cros
s th
e or
gani
sati
on t
o fo
rm a
com
plet
e sy
stem
.
6 Pr
ovid
e in
form
atio
n an
d su
ppor
t fo
r st
aff
and
othe
r st
akeh
olde
rs inv
olve
d.
7 D
efin
e pr
oces
s re
spon
sibi
liti
es.
8 D
evel
op p
roce
ss m
easu
res
that
are
aff
orda
ble
and
prov
ide
enou
gh inf
orm
atio
n fo
r pe
ople
to
deci
de h
ow
to m
anag
e th
e pr
oces
s.
9 Es
tabl
ish
and
use
effe
ctiv
e m
etho
ds t
o re
view
and
im
prov
e th
e pr
oces
s.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
85
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
86
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
87
Unit
4 (
F3):
Man
age
busi
nes
s pro
cess
es
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
2 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
th
em t
o ac
coun
t.
3 Yo
u ta
ke r
epea
ted
or d
iffe
rent
act
ions
to
over
com
e ob
stac
les
and
resp
ond
posi
tive
ly a
nd c
reat
ivel
y to
se
tbac
ks.
4 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
5 Yo
u m
onit
or t
he q
uality
of
wor
k an
d pr
ogre
ss a
gain
st
plan
s an
d ta
ke a
ppro
pria
te c
orre
ctiv
e ac
tion
, w
here
ne
cess
ary.
6 Yo
u fo
cus
pers
onal
att
enti
on o
n sp
ecif
ic d
etai
ls t
hat
are
crit
ical
to
achi
evin
g su
cces
sful
res
ults
.
7 Yo
u id
enti
fy s
yste
mic
iss
ues
and
tren
ds a
nd r
ecog
nise
th
eir
impa
ct u
pon
curr
ent
and
futu
re w
ork.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
88
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u ta
ke o
ppor
tuni
ties
whe
n th
ey a
rise
to
achi
eve
long
er-t
erm
aim
s.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
89
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
90
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
91
Optional units
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
92
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
93
Unit 5: Manage your own resources and professional development
Unit code: A2
Unit credit: 8
Unit level: 7
Introduction
What this unit is about
This unit is about managing your personal resources (particularly knowledge, understanding, skills, experience and time) and your professional development in order to achieve your work objectives and your career and personal goals.
You need to understand your work role and how it fits into the overall vision and objectives of the organisation whilst also understanding what is driving you in terms of your values and your career and wider personal aspirations.
Identifying and addressing gaps in your skills and knowledge and understanding is an essential aspect of this unit.
Who is the unit for?
The unit is recommended for first line managers, middle managers and senior managers.
Links to other units
This unit is linked to units A1:Manage your own resources and A3: Develop your personal networks in the overall suite of National Occupational Standards for Management and Leadership.
If your organisation is a small firm, you should look at unit A3: Check your own skills, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or at the SFEDI website (www.sfedi.co.uk).
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
94
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing your own resources and professional development. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Setting objectives
Evaluating
Planning
Learning
Reviewing
Communicating
Self-assessment
Time management
Stress management
Obtaining feedback
Reflecting
Prioritising
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
pri
ncip
les
whi
ch u
nder
pin
prof
essi
onal
dev
elop
men
t.
2 The
im
port
ance
of
cons
ider
ing
your
val
ues
and
care
er a
nd p
erso
nal go
als
and
how
to
rela
te t
hem
to
your
wor
k ro
le a
nd p
rofe
ssio
nal de
velo
pmen
t.
3 H
ow t
o ev
alua
te t
he c
urre
nt r
equi
rem
ents
of
a w
ork
role
and
how
the
req
uire
men
ts m
ay e
volv
e in
th
e fu
ture
.
4 H
ow t
o se
t w
ork
obje
ctiv
es w
hich
are
SM
ART (
Spec
ific
, M
easu
rabl
e, A
chie
vabl
e, R
ealist
ic a
nd T
ime-
boun
d).
5 H
ow t
o id
enti
fy d
evel
opm
ent
need
s to
add
ress
any
ide
ntif
ied
gaps
bet
wee
n th
e re
quir
emen
ts o
f yo
ur
wor
k ro
le a
nd y
our
curr
ent
know
ledg
e, u
nder
stan
ding
and
ski
lls.
6 W
hat
an e
ffec
tive
dev
elop
men
t pl
an s
houl
d co
ntai
n an
d th
e le
ngth
of
tim
e th
at it
shou
ld c
over
.
7 The
ran
ge o
f di
ffer
ent
lear
ning
sty
les
and
how
to
iden
tify
the
sty
le(s
) w
hich
wor
k(s)
bes
t fo
r yo
u.
8 The
typ
e of
dev
elop
men
t ac
tivi
ties
tha
t ca
n be
und
erta
ken
to a
ddre
ss ide
ntif
ied
gaps
in
your
kn
owle
dge,
und
erst
andi
ng a
nd s
kills.
9 H
ow t
o id
enti
fy w
heth
er/h
ow d
evel
opm
ent
acti
viti
es h
ave
cont
ribu
ted
to y
our
perf
orm
ance
.
10 H
ow t
o up
date
wor
k ob
ject
ives
and
dev
elop
men
t pl
ans
in t
he lig
ht o
f pe
rfor
man
ce,
feed
back
re
ceiv
ed,
any
deve
lopm
ent
acti
viti
es u
nder
take
n an
d an
y w
ider
cha
nges
.
11 H
ow t
o m
onit
or t
he q
ualit
y of
you
r w
ork
and
your
pro
gres
s ag
ains
t re
quir
emen
ts a
nd p
lans
.
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ited
201
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96
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
12 H
ow t
o ev
alua
te y
our
perf
orm
ance
aga
inst
the
req
uire
men
ts o
f yo
ur w
ork
role
.
13 H
ow t
o id
enti
fy a
nd u
se g
ood
sour
ces
of f
eedb
ack
on y
our
perf
orm
ance
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or t
he d
evel
opm
ent
or m
aint
enan
ce o
f kn
owle
dge,
ski
lls
and
unde
rsta
ndin
g an
d co
ntin
uing
pro
fess
iona
l de
velo
pmen
t.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
req
uire
men
ts o
f yo
ur w
ork
role
inc
ludi
ng t
he lim
its
of y
our
resp
onsi
biliti
es.
2 The
vis
ion
and
obje
ctiv
es o
f yo
ur o
rgan
isat
ion.
3 Yo
ur o
wn
valu
es a
nd c
aree
r an
d pe
rson
al g
oals
.
4 Yo
ur p
erso
nal w
ork
obje
ctiv
es.
5 Yo
ur p
refe
rred
lea
rnin
g st
yle(
s).
6 Yo
ur c
urre
nt k
now
ledg
e, u
nder
stan
ding
and
ski
lls.
7 Id
enti
fied
gap
s in
you
r cu
rren
t kn
owle
dge,
und
erst
andi
ng a
nd s
kills.
8 Yo
ur p
erso
nal de
velo
pmen
t pl
an.
9 Ava
ilab
le d
evel
opm
ent
oppo
rtun
itie
s an
d re
sour
ces
in y
our
orga
nisa
tion
.
10 Yo
ur o
rgan
isat
ion’
s po
licy
and
pro
cedu
res
in t
erm
s of
per
sona
l de
velo
pmen
t.
11 The
rep
orti
ng lin
es in
your
org
anis
atio
n.
12 Po
ssib
le s
ourc
es o
f fe
edba
ck in
your
org
anis
atio
n.
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at S
CQ
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Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
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97
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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at S
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Issu
e 1
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anua
ry 2
012
© P
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on E
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ited
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98
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
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date
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book
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at S
CQ
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vel 9
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
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Unit
5 (
A2):
Man
age
your
own r
esou
rces
and p
rofe
ssio
nal
dev
elop
men
t
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ev
alua
te,
at a
ppro
pria
te int
erva
ls,
the
curr
ent
and
futu
re
requ
irem
ents
of
your
wor
k ro
le t
akin
g ac
coun
t of
the
vi
sion
and
obj
ecti
ves
of y
our
orga
nisa
tion
.
2 Con
side
r yo
ur v
alue
s an
d yo
ur c
aree
r an
d pe
rson
al g
oals
an
d id
enti
fy inf
orm
atio
n w
hich
is
rele
vant
to
your
wor
k ro
le a
nd p
rofe
ssio
nal de
velo
pmen
t.
3 D
iscu
ss a
nd a
gree
per
sona
l w
ork
obje
ctiv
es w
ith
thos
e yo
u re
port
to
and
how
you
will m
easu
re p
rogr
ess.
4 Id
enti
fy t
he lea
rnin
g st
yles
whi
ch w
ork
best
for
you
and
en
sure
tha
t yo
u ta
ke t
hese
int
o ac
coun
t in
ide
ntif
ying
and
un
dert
akin
g de
velo
pmen
t ac
tivi
ties
.
5 Id
enti
fy a
ny g
aps
betw
een
the
curr
ent
and
futu
re
requ
irem
ents
of
your
wor
k ro
le a
nd y
our
curr
ent
know
ledg
e, u
nder
stan
ding
and
ski
lls.
SV02
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date
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book
— E
dexc
el S
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
100
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 D
iscu
ss a
nd a
gree
, w
ith
thos
e yo
u re
port
to,
a
deve
lopm
ent
plan
to
addr
ess
any
iden
tifi
ed g
aps
in y
our
curr
ent
know
ledg
e, u
nder
stan
ding
and
ski
lls
and
supp
ort
your
ow
n ca
reer
and
per
sona
l go
als.
7 U
nder
take
the
act
ivit
ies
iden
tifi
ed in
your
dev
elop
men
t pl
an a
nd e
valu
ate
thei
r co
ntri
buti
on t
o yo
ur p
erfo
rman
ce.
8 Rev
iew
and
upd
ate
your
per
sona
l w
ork
obje
ctiv
es a
nd
deve
lopm
ent
plan
in
the
ligh
t of
per
form
ance
, an
y de
velo
pmen
t ac
tivi
ties
und
erta
ken
and
any
wid
er
chan
ges.
9 G
et r
egul
ar a
nd u
sefu
l fe
edba
ck o
n yo
ur p
erfo
rman
ce
from
tho
se w
ho a
re in
a go
od p
osit
ion
to j
udge
it
and
prov
ide
obje
ctiv
e an
d va
lid
feed
back
.
10 En
sure
tha
t yo
ur p
erfo
rman
ce c
onsi
sten
tly
mee
ts o
r go
es
beyo
nd a
gree
d re
quir
emen
ts.
SV02
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date
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book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
101
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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© P
ears
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Lim
ited
201
2
102
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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date
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— E
dexc
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at S
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vel 9
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anua
ry 2
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ears
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duca
tion
Lim
ited
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2
103
Unit
5 (
A2):
Man
age
your
own r
esou
rces
and p
rofe
ssio
nal
dev
elop
men
t
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ad
dres
s m
ulti
ple
dem
ands
wit
hout
los
ing
focu
s or
en
ergy
.
2 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly a
nd
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
3 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
mak
e be
st
use
of t
ime
and
reso
urce
s.
4 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs
happ
en.
5 Yo
u ta
ke p
ride
in
delive
ring
hig
h qu
alit
y w
ork.
6 Yo
u sh
ow a
n aw
aren
ess
of y
our
own
valu
es,
mot
ivat
ions
and
em
otio
ns.
7 Yo
u ag
ree
achi
evab
le o
bjec
tive
s fo
r yo
urse
lf a
nd g
ive
a co
nsis
tent
and
rel
iabl
e pe
rfor
man
ce.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
104
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u re
cogn
ise
your
ow
n st
reng
ths
and
lim
itat
ions
, pl
ay
to y
our
stre
ngth
s an
d us
e al
tern
ativ
e st
rate
gies
to
min
imis
e th
e im
pact
of
your
lim
itat
ions
.
9 Yo
u m
ake
best
use
of
avai
labl
e re
sour
ces
and
proa
ctiv
ely
seek
new
sou
rces
of
supp
ort
whe
n ne
cess
ary.
10 Yo
u re
flec
t re
gula
rly
on y
our
own
expe
rien
ces
and
use
thes
e to
inf
orm
fut
ure
acti
on.
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ent
at S
CQ
F Le
vel 9
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Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
105
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
106
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
107
Unit 6: Develop your personal networks Unit code: A3
Unit credit: 10
Unit level: 9
Introduction
What this unit is about
This unit is about developing your personal networks to support both your current and future work.
Your personal networks may include people in your own organisation, people you meet from other organisations and people you are in contact with over the phone or the Internet.
Developing personal networks is based on the principles of reciprocity (exchanging things with others for mutual benefit) and confidentiality. People only want to network if there are mutual benefits from exchanging information and other resources. There must also be clearly agreed boundaries of confidentiality – certain information and resources may not be exchanged because they are confidential.
Who is the unit for?
The unit is recommended for middle managers and senior managers.
Links to other units
This unit is linked to units A2: Manage your own resources and professional development and D2: Develop productive working relationships with colleagues and stakeholders in the overall suite of National Occupational Standards for Management and Leadership.
If your organisation is a small firm, you should look at unit A3: Check your own skills, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or at the SFEDI website (www.sfedi.co.uk).
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
108
Skills
Listed below are the main generic ‘skills’ that need to be applied in developing your personal networks. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Setting objectives
Questioning
Time management
Information management
Presenting information
Influencing and persuading
Reflecting
Learning
Evaluating
Risk management
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anua
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012
© P
ears
on E
duca
tion
Lim
ited
201
2
109
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
ben
efit
s of
net
wor
king
for
ind
ivid
uals
and
org
anis
atio
ns.
2 Pr
inci
ples
of
effe
ctiv
e co
mm
unic
atio
n an
d ho
w t
o ap
ply
them
in
deve
lopi
ng p
erso
nal ne
twor
ks.
3 The
ran
ge o
f di
ffer
ent
type
s of
que
stio
ns,
and
how
and
whe
n to
use
the
m.
4 The
ran
ge o
f di
ffer
ent
com
mun
icat
ion
styl
es a
nd h
ow p
eopl
e pr
efer
to
com
mun
icat
e.
5 The
ran
ge o
f m
etho
ds f
or d
evel
opin
g ef
fect
ive
rela
tion
ship
s w
ith
othe
rs in
the
wor
k co
ntex
t an
d,
whe
re n
eces
sary
, ho
w t
o en
d re
lati
onsh
ips
whi
ch a
re n
o lo
nger
of
use.
6 H
ow t
o m
ake
acti
ve u
se o
f th
e in
form
atio
n an
d re
sour
ces
gain
ed t
hrou
gh p
erso
nal ne
twor
ks.
7 The
pri
ncip
les
of c
onfi
dent
iality
, an
d ho
w t
o de
velo
p gu
idel
ines
for
exc
hang
ing
info
rmat
ion
betw
een
indi
vidu
als
and
orga
nisa
tion
s.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r le
gisl
atio
n, r
equi
rem
ents
, re
gula
tion
s, p
olic
ies
and
prof
essi
onal
cod
es t
hat
are
rele
vant
to
netw
orki
ng a
nd c
onfi
dent
iality
of
info
rmat
ion.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
wn
valu
es,
mot
ivat
ions
and
em
otio
ns,
and
the
effe
ct o
f th
ese
on y
our
own
acti
ons.
2 Yo
ur o
wn
inte
rest
s an
d ho
w t
hese
may
con
flic
t w
ith
the
inte
rest
s of
oth
ers.
3
Your
ow
n ob
ject
ives
in
deve
lopi
ng y
our
pers
onal
net
wor
ks.
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at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
110
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
4 Yo
ur c
urre
nt a
nd lik
ely
futu
re n
eeds
for
inf
orm
atio
n an
d re
sour
ces.
5 Yo
ur k
now
ledg
e, u
nder
stan
ding
, sk
ills
, ab
iliti
es a
nd e
xper
ienc
e.
6 Pe
ople
and
org
anis
atio
ns t
hat
can
supp
ort
your
wor
k, a
nd v
ice
vers
a.
7 The
ran
ge o
f in
form
atio
n an
d re
sour
ces
peop
le m
ay n
eed.
8 Pe
ople
and
org
anis
atio
ns in
your
cur
rent
per
sona
l ne
twor
ks.
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
111
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
112
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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date
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vel 9
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Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
113
Unit
6 (
A3):
Dev
elop
you
r pe
rson
al n
etw
orks
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
evel
op a
nd m
aint
ain
pers
onal
net
wor
ks o
f co
ntac
ts,
whi
ch a
re a
ppro
pria
te t
o m
eet
your
cur
rent
and
fut
ure
need
s fo
r in
form
atio
n an
d re
sour
ces.
2 En
sure
tha
t ke
y m
embe
rs o
f yo
ur p
erso
nal ne
twor
ks h
ave
an a
ccur
ate
idea
of
your
kno
wle
dge,
und
erst
andi
ng,
skills
, ab
ilit
ies
and
expe
rien
ce a
nd a
re a
war
e of
the
be
nefi
ts o
f ne
twor
king
wit
h yo
u.
3 Es
tabl
ish
boun
dari
es o
f co
nfid
enti
alit
y be
twee
n yo
urse
lf
and
mem
bers
of
your
per
sona
l ne
twor
ks a
nd,
whe
re
appr
opri
ate,
dev
elop
gui
deline
s fo
r ex
chan
ging
in
form
atio
n an
d re
sour
ces.
4 D
evel
op y
our
pers
onal
net
wor
ks t
o re
flec
t yo
ur c
hang
ing
inte
rest
s an
d ne
eds.
5 M
ake
acti
ve u
se o
f th
e in
form
atio
n an
d re
sour
ces
gain
ed
thro
ugh
your
per
sona
l ne
twor
ks.
6 In
trod
uce
peop
le a
nd o
rgan
isat
ions
wit
h co
mm
on
inte
rest
s to
eac
h ot
her.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
114
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
115
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
116
Unit
6 (
A3):
Dev
elop
you
r pe
rson
al n
etw
orks
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ac
know
ledg
e w
hen
your
ow
n in
tere
sts
are
in
conf
lict
wit
h co
mm
on g
oals
.
2 Yo
u st
ate
your
ow
n po
siti
on a
nd v
iew
s cl
earl
y an
d co
nfid
entl
y in
con
flic
t si
tuat
ions
.
3 Yo
u en
cour
age
othe
rs t
o sh
are
info
rmat
ion
and
know
ledg
e w
ithi
n th
e co
nstr
aint
s of
co
nfid
enti
alit
y.
4 Yo
u id
enti
fy a
nd w
ork
wit
h pe
ople
and
or
gani
sati
ons
that
can
pro
vide
sup
port
for
you
r w
ork.
5 Yo
u w
ork
to d
evel
op a
n at
mos
pher
e of
pr
ofes
sion
alis
m a
nd m
utua
l su
ppor
t.
6 Yo
u cl
arif
y yo
ur o
wn
and
othe
r’s
expe
ctat
ions
of
rela
tion
ship
s.
SV02
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ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
117
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u m
odel
beh
avio
ur t
hat
show
s re
spec
t,
help
fuln
ess
and
co-o
pera
tion
.
8 Yo
u ke
ep p
rom
ises
and
hon
our
com
mit
men
ts.
9 Yo
u co
nsid
er t
he im
pact
of
your
ow
n ac
tion
s on
ot
hers
.
10 Yo
u re
flec
t re
gula
rly
on y
our
own
expe
rien
ces
and
use
thes
e to
inf
orm
fut
ure
acti
ons.
SV02
9861
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
118
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
119
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
120
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
121
Unit 7: Ensure compliance with legal, regulatory, ethical and social requirements
Unit code: B8
Unit credit: 12
Unit level: 9
Introduction
What this unit is about
Organisations must show that they act responsibly in relation to their staff, customers, investors and the communities in which they work. All types of organisations must obey the law in key areas such as health and safety, employment, finance and company law. Many organisations also have to work within specific regulations for their industry and ethical frameworks. Organisations which want to maintain a good reputation also have to take account of the views of people in their communities on a whole range of issues such as the environment and other ways in which the organisation affects people’s quality of life.
Who is the unit for?
The unit is recommended for middle managers and senior managers.
Links to other units
This unit is linked to all other units in the overall suite of National Occupational Standards for Management and Leadership where compliance with legal, regulatory, ethical and social requirements is a possible requirement.
Skills
Listed below are the main generic ‘skills’ that need to be applied in ensuring compliance with legal, regulatory, ethical and social requirements. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information.
Information management
Communicating
Involving others
Analysing
Monitoring
Assessing
Motivating
Decision-making
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
122
Reporting
Risk management
Valuing and supporting others
Presenting information
Leadership
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ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
123
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
havi
ng a
n et
hica
l an
d va
lue-
base
d ap
proa
ch t
o go
vern
ance
and
how
to
put
this
in
to p
ract
ice.
2 Rel
evan
t le
gal re
quir
emen
ts g
over
ning
the
run
ning
of
orga
nisa
tion
s.
3 Cur
rent
and
em
ergi
ng s
ocia
l at
titu
des
to m
anag
emen
t an
d le
ader
ship
pra
ctic
e an
d th
e im
port
ance
of
bein
g se
nsit
ive
to t
hese
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Le
gal,
reg
ulat
ory
and
ethi
cal re
quir
emen
ts in
your
sec
tor,
bot
h na
tion
al a
nd int
erna
tion
al.
2 Pr
oced
ures
to
follow
if
you
do n
ot m
eet
the
requ
irem
ents
.
3 Pa
rtic
ular
cur
rent
and
em
ergi
ng s
ocia
l co
ncer
ns a
nd e
xpec
tati
ons
that
are
rel
evan
t to
you
r se
ctor
.
4 W
ays
in w
hich
oth
er o
rgan
isat
ions
dea
l w
ith
curr
ent
and
emer
ging
soc
ial co
ncer
ns a
nd e
xpec
tati
ons.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
cul
ture
and
val
ues
of y
our
orga
nisa
tion
and
wha
t ef
fect
the
y ha
ve o
n co
rpor
ate
gove
rnan
ce.
2 Po
lici
es a
nd p
roce
dure
s th
at m
ake
sure
peo
ple
mee
t th
e re
quir
emen
ts.
3 The
pro
cess
es f
or m
aint
aini
ng t
he r
elev
ant
polici
es a
nd p
roce
dure
s an
d m
akin
g su
re t
hey
cont
inue
to
be e
ffec
tive
and
sus
tain
able
.
SV02
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ent
at S
CQ
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
124
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
4 The
dif
fere
nt w
ays
in w
hich
peo
ple
may
not
mee
t th
e re
quir
emen
ts a
nd t
he r
isks
of
thes
e ac
tual
ly
happ
enin
g.
5 The
pro
cedu
res
for
deal
ing
wit
h pe
ople
who
do
not
mee
t th
e re
quir
emen
ts,
incl
udin
g re
quir
emen
ts
for
repo
rtin
g.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
125
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
126
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
127
Unit
7 (
B8):
Ensu
re c
omplian
ce w
ith leg
al,
regu
lato
ry,
ethic
al a
nd s
ocia
l re
quir
emen
ts
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce C
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 M
onit
or t
he r
elev
ant
nati
onal
and
int
erna
tion
al leg
al,
regu
lato
ry,
ethi
cal an
d so
cial
req
uire
men
ts a
nd t
he e
ffec
t th
ey h
ave
on y
our
area
of
resp
onsi
bilit
y, inc
ludi
ng w
hat
will ha
ppen
if
you
don’
t m
eet
them
.
2 D
evel
op e
ffec
tive
pol
icie
s an
d pr
oced
ures
to
mak
e su
re
your
org
anis
atio
n m
eets
all t
he n
eces
sary
req
uire
men
ts.
3 M
ake
sure
rel
evan
t pe
ople
hav
e a
clea
r un
ders
tand
ing
of
the
polici
es a
nd p
roce
dure
s an
d th
e im
port
ance
of
putt
ing
them
int
o pr
acti
ce.
4 M
onit
or t
he w
ay p
olic
ies
and
proc
edur
es a
re p
ut int
o pr
acti
ce a
nd p
rovi
de s
uppo
rt.
5 En
cour
age
a cl
imat
e of
ope
nnes
s ab
out
mee
ting
and
not
m
eeti
ng t
he r
equi
rem
ents
.
6 Id
enti
fy a
nd c
orre
ct a
ny f
ailu
res
to m
eet
the
requ
irem
ents
.
SV02
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
128
Perf
orm
an
ce C
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Id
enti
fy r
easo
ns f
or n
ot m
eeti
ng r
equi
rem
ents
and
adj
ust
the
polici
es a
nd p
roce
dure
s to
red
uce
the
like
liho
od o
f fa
ilur
es in
the
futu
re.
8 Pr
ovid
e fu
ll r
epor
ts a
bout
any
fai
lure
s to
mee
t th
e re
quir
emen
ts t
o th
e re
leva
nt s
take
hold
ers.
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
129
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
130
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
131
Unit
7 (
B8):
Ensu
re c
omplian
ce w
ith leg
al,
regu
lato
ry,
ethic
al a
nd s
ocia
l re
quir
emen
ts
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly
and
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
2 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
3 Yo
u gi
ve f
eedb
ack
to o
ther
s to
hel
p th
em im
prov
e th
eir
perf
orm
ance
.
4 Yo
u id
enti
fy a
nd r
aise
eth
ical
con
cern
s.
5 Yo
u ar
e vi
gila
nt f
or p
oten
tial
ris
ks.
6 Yo
u m
ake
appr
opri
ate
info
rmat
ion
and
know
ledg
e av
aila
ble
prom
ptly
to
thos
e w
ho n
eed
it a
nd h
ave
a ri
ght
to it.
7 Yo
u en
cour
age
othe
rs t
o sh
are
info
rmat
ion
and
know
ledg
e w
ithi
n th
e co
nstr
aint
s of
con
fide
ntia
lity
.
8 Yo
u sh
ow s
ensi
tivi
ty t
o st
akeh
olde
rs’
need
s an
d m
anag
e th
ese
effe
ctiv
ely.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
132
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
133
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
134
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
135
Unit 8: Promote equality of opportunity, diversity and inclusion in your area of responsibility
Unit code B11
Unit credit 10
Unit level 8
Introduction
What this unit is about
This unit is about actively promoting equality of opportunity, diversity and inclusion in your area of responsibility. It is intended to go beyond compliance with equality legislation and move towards a situation where there is awareness in your area of and active commitment to the need to ensure equality of opportunity and the benefits of diversity and inclusion.
The ‘area of responsibility’ may be, for example, a branch or department or functional area or an operating site within an organisation.
Who is the unit for?
The unit is recommended for first line managers and middle managers.
Links to other units
This unit links to a number of units in the overall suite of National Occupational Standards for Management and Leadership which involve managing or working with people.
Skills
Listed below are the main generic ‘skills’ that need to be applied in promoting equality of opportunity, diversity and inclusion in your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Leadership
Motivating
Monitoring
Information management
Evaluating
Valuing and supporting others
Consulting
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
136
Balancing competing needs and interests
Influencing and persuading
Reporting
Decision-making
Reviewing
Risk management
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anua
ry 2
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© P
ears
on E
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tion
Lim
ited
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2
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 D
iffe
rent
def
init
ions
of
dive
rsit
y an
d in
clus
ion.
2 The
dif
fere
nt f
orm
s w
hich
dis
crim
inat
ion
and
hara
ssm
ent
mig
ht t
ake.
3 The
bus
ines
s ca
se f
or e
nsur
ing
equa
lity
of o
ppor
tuni
ty a
nd p
rom
otin
g di
vers
ity
and
incl
usio
n.
4 The
pro
babl
e ef
fect
s of
not
pro
mot
ing
equa
lity
of
oppo
rtun
ity,
div
ersi
ty a
nd inc
lusi
on w
ithi
n yo
ur
area
of
resp
onsi
bilit
y.
5 H
ow c
omm
itm
ent
wit
hin
your
are
a of
res
pons
ibili
ty t
o pr
omot
ing
equa
lity
of o
ppor
tuni
ty,
dive
rsit
y an
d in
clus
ion
mig
ht b
e de
mon
stra
ted.
6 W
hy it
is im
port
ant
to m
ake
equa
lity
, di
vers
ity
and
incl
usio
n pr
iori
ty a
reas
and
how
to
do s
o ef
fect
ivel
y.
7 W
hy it
is im
port
ant
to lea
d by
exa
mpl
e in
ter
ms
of y
our
beha
viou
r, w
ords
and
act
ions
sup
port
ing
a co
mm
itm
ent
to e
qual
ity
of o
ppor
tuni
ty,
dive
rsit
y an
d in
clus
ion.
8 H
ow t
o re
cogn
ise
whe
n th
e be
havi
our,
wor
ds a
nd a
ctio
ns o
f ot
hers
doe
s an
d do
es n
ot s
uppo
rt a
co
mm
itm
ent
to e
qual
ity
of o
ppor
tuni
ty,
dive
rsit
y an
d in
clus
ion.
9 H
ow a
nd w
here
to
iden
tify
you
r pe
rson
al r
espo
nsib
ilit
ies
and
liab
ilit
ies
unde
r eq
uality
leg
isla
tion
and
an
y re
leva
nt c
odes
of
prac
tice
.
10 The
im
port
ance
of
iden
tify
ing
the
dive
rsit
y an
d ne
eds
of y
our
area
’s c
urre
nt a
nd p
oten
tial
cus
tom
ers
in o
rder
to
iden
tify
are
as f
or im
prov
emen
t an
d ho
w t
o do
so
effe
ctiv
ely.
11 H
ow t
o co
mm
unic
ate
the
orga
nisa
tion
’s w
ritt
en e
qual
ity,
div
ersi
ty a
nd inc
lusi
on p
olic
y to
peo
ple
who
wor
k in
you
r ar
ea o
f re
spon
sibi
lity
and
oth
er r
elev
ant
part
ies.
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anua
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duca
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ited
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2
138
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
12 The
im
port
ance
of
impl
emen
ting
an
orga
nisa
tion
’s w
ritt
en e
qual
ity,
div
ersi
ty a
nd inc
lusi
on p
olic
y an
d an
y su
ppor
ting
act
ion
plan
.
13 The
typ
e of
res
ourc
es w
hich
mig
ht b
e re
quir
ed t
o su
ppor
t im
plem
enta
tion
of
an e
qual
ity,
div
ersi
ty
and
incl
usio
n po
licy
and
any
sup
port
ing
acti
on p
lan.
14 H
ow a
nd w
hen
to c
onsu
lt w
ith
peop
le in
your
are
a of
res
pons
ibilit
y or
the
ir r
epre
sent
ativ
es o
n eq
uality
, di
vers
ity
and
incl
usio
n is
sues
.
15 So
urce
s of
spe
cial
ist
expe
rtis
e in
rel
atio
n to
equ
alit
y, d
iver
sity
and
inc
lusi
on.
16 H
ow t
o pr
ovid
e w
orki
ng a
rran
gem
ents
, re
sour
ces
and
busi
ness
pro
cess
es in
your
are
a of
re
spon
sibi
lity
tha
t re
spon
d to
dif
fere
nt n
eeds
, ab
ilit
ies,
val
ues
and
way
s of
wor
king
.
17 H
ow t
o m
onit
or,
revi
ew a
nd r
epor
t on
pro
gres
s in
rel
atio
n to
equ
alit
y of
opp
ortu
nity
, di
vers
ity
and
incl
usio
n w
ithi
n yo
ur a
rea
of r
espo
nsib
ility
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Se
ctor
-spe
cifi
c le
gisl
atio
n, r
egul
atio
ns,
guid
elin
es a
nd c
odes
of
prac
tice
rel
atin
g to
equ
alit
y,
dive
rsit
y an
d in
clus
ion.
2 Eq
uality
, di
vers
ity
and
incl
usio
n is
sues
and
dev
elop
men
ts t
hat
are
part
icul
ar t
o th
e in
dust
ry o
r se
ctor
.
3 In
form
atio
n so
urce
s on
equ
alit
y an
d di
vers
ity
and
incl
usio
n in
the
ind
ustr
y or
sec
tor,
inc
ludi
ng t
hose
at
an
inte
rnat
iona
l le
vel
SV02
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139
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
vis
ion,
obj
ecti
ves
and
oper
atio
nal pl
ans
for
your
are
a of
res
pons
ibili
ty.
2 The
pla
nnin
g an
d de
cisi
on-m
akin
g pr
oces
ses
wit
hin
your
are
a of
res
pons
ibili
ty.
3 The
ove
rall v
isio
n, v
alue
s, o
bjec
tive
s, p
lans
and
cul
ture
of
the
orga
nisa
tion
.
4 The
div
ersi
ty o
f th
e pe
ople
wor
king
in
your
are
a of
res
pons
ibili
ty.
5 Yo
ur a
rea’
s cu
rren
t an
d po
tent
ial cu
stom
ers
and
thei
r ne
eds.
6 O
ther
rel
evan
t pa
rtie
s w
ith
an int
eres
t in
div
ersi
ty a
nd inc
lusi
on in
your
are
a of
res
pons
ibili
ty.
7 The
org
anis
atio
n’s
wri
tten
equ
alit
y, d
iver
sity
and
inc
lusi
on p
olic
y an
d an
y ac
com
pany
ing
acti
on p
lan
and
how
the
y ar
e co
mm
unic
ated
to
peop
le w
ho w
ork
for
the
orga
nisa
tion
, pe
ople
in
your
are
a an
d to
oth
er r
elev
ant
part
ies.
8 So
urce
s of
spe
cial
ist
expe
rtis
e in
rel
atio
n to
equ
alit
y, d
iver
sity
and
inc
lusi
on u
sed
in y
our
area
of
resp
onsi
bilit
y.
9 The
sup
port
and
res
ourc
es a
lloc
ated
to
and
acro
ss y
our
area
of
resp
onsi
bility
to
prom
ote
equa
lity
of
oppo
rtun
ity,
div
ersi
ty a
nd inc
lusi
on.
10 Em
ploy
men
t po
lici
es a
nd p
ract
ices
wit
hin
the
orga
nisa
tion
– inc
ludi
ng r
ecru
itm
ent,
sel
ecti
on,
indu
ctio
n, d
evel
opm
ent,
pro
mot
ion,
ret
enti
on,
redu
ndan
cy,
dism
issa
l, p
ay a
nd o
ther
ter
ms
and
cond
itio
ns.
11 W
orki
ng a
rran
gem
ents
, re
sour
ces
and
busi
ness
pro
cess
es in
your
are
a of
res
pons
ibilit
y.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
140
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
12 Sy
stem
s in
pla
ce in
your
are
a of
res
pons
ibilit
y fo
r m
onit
orin
g, r
evie
win
g an
d re
port
ing
on p
rogr
ess
in
rela
tion
to
equa
lity
of
oppo
rtun
ity,
div
ersi
ty a
nd inc
lusi
on.
13 Alloc
ated
res
pons
ibilit
ies
for
prom
otin
g eq
uality
of
oppo
rtun
ity,
div
ersi
ty a
nd inc
lusi
on in
your
are
a of
res
pons
ibili
ty a
nd t
he o
rgan
isat
ion
in g
ener
al.
SV02
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book
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CQ
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vel 9
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e 1
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anua
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012
© P
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Lim
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141
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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© P
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142
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
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andi
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anua
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© P
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Unit
8 (
B11):
Pro
mot
e eq
ual
ity
of o
ppor
tunit
y, d
iver
sity
and incl
usi
on in y
our
area
of
resp
onsi
bility
What
you
must
do
To
achi
eve
this
ele
men
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 En
sure
com
mit
men
t w
ithi
n yo
ur a
rea
of r
espo
nsib
ilit
y to
pr
omot
ing
equa
lity
of
oppo
rtun
ity,
div
ersi
ty a
nd inc
lusi
on,
incl
udin
g m
akin
g th
em p
rior
ity
area
s in
ter
ms
of inf
orm
ing
the
visi
on a
nd o
bjec
tive
s fo
r yo
ur a
rea
and
plan
ning
and
de
cisi
on-m
akin
g.
2 En
sure
tha
t yo
ur b
ehav
iour
, w
ords
and
act
ions
and
tho
se o
f pe
ople
wor
king
in
your
are
a of
res
pons
ibilit
y su
ppor
t a
com
mit
men
t to
equ
alit
y of
opp
ortu
nity
, di
vers
ity
and
incl
usio
n.
3 Id
enti
fy y
our
pers
onal
res
pons
ibili
ties
and
lia
biliti
es u
nder
eq
uality
leg
isla
tion
and
any
rel
evan
t co
des
of p
ract
ice.
4 Id
enti
fy t
he d
iver
sity
and
nee
ds o
f yo
ur a
rea’
s cu
rren
t cu
stom
ers
and
pote
ntia
l cu
stom
ers
and
iden
tify
are
as w
here
ne
eds
coul
d be
bet
ter
sati
sfie
d an
d w
here
the
div
ersi
ty o
f cu
stom
ers
coul
d be
im
prov
ed.
SV02
9861
— C
andi
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— E
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4 in
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144
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
5 En
sure
tha
t th
e or
gani
sati
on’s
wri
tten
equ
alit
y, d
iver
sity
an
d in
clus
ion
policy
is
clea
rly
com
mun
icat
ed t
o al
l pe
ople
in
you
r ar
ea o
f re
spon
sibi
lity
and
othe
r re
leva
nt p
arti
es.
6 Im
plem
ent
the
orga
nisa
tion
’s w
ritt
en e
qual
ity,
div
ersi
ty
and
incl
usio
n po
licy
in y
our
area
, in
clud
ing
rele
vant
par
ts
of a
ny a
ccom
pany
ing
orga
nisa
tion
- w
ide
acti
on p
lan,
se
ekin
g an
d m
akin
g th
e re
quir
ed r
esou
rces
ava
ilab
le.
7 En
sure
reg
ular
con
sult
atio
n w
ith
peop
le in
your
are
a of
re
spon
sibi
lity
or
thei
r re
pres
enta
tive
s on
equ
alit
y, d
iver
sity
an
d in
clus
ion
issu
es.
8 Se
ek a
nd m
ake
use
of s
peci
alis
t ex
pert
ise
in r
elat
ion
to
equa
lity
, di
vers
ity
and
incl
usio
n is
sues
.
9
Ensu
re t
hat
wor
king
arr
ange
men
ts,
reso
urce
s an
d bu
sine
ss
proc
esse
s in
you
r ar
ea o
f re
spon
sibi
lity
res
pond
to
diff
eren
t ne
eds,
abi
litie
s, v
alue
s an
d w
ays
of w
orki
ng.
10 M
onit
or,
revi
ew a
nd r
epor
t to
the
rel
evan
t pe
ople
on
prog
ress
in
rela
tion
to
equa
lity
of
oppo
rtun
ity,
div
ersi
ty
and
incl
usio
n w
ithi
n yo
ur a
rea
of r
espo
nsib
ility
, id
enti
fyin
g re
quir
ed a
ctio
ns a
nd c
hang
es t
o pr
acti
ce.
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ears
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duca
tion
Lim
ited
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145
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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ited
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146
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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anua
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ited
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147
Unit
8 (
B11):
Pro
mot
e eq
ual
ity
of o
ppor
tunit
y, d
iver
sity
and incl
usi
on in y
our
area
of
resp
onsi
bility
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u us
e co
mm
unic
atio
n st
yles
tha
t ar
e ap
prop
riat
e to
dif
fere
nt p
eopl
e an
d si
tuat
ions
.
2 Yo
u un
ders
tand
ind
ivid
uals
’ ne
eds,
fee
ling
s an
d m
otiv
atio
ns a
nd t
ake
an a
ctiv
e in
tere
st in
thei
r co
ncer
ns.
3 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
the
best
use
of
thei
r ab
ilit
ies.
4 Yo
u us
e a
rang
e of
lea
ders
hip
styl
es a
ppro
pria
te t
o di
ffer
ent
peop
le a
nd s
itua
tion
s.
5 Yo
u sh
ow a
cle
ar u
nder
stan
ding
of
diff
eren
t cu
stom
ers
and
thei
r ne
eds.
6 Yo
u tr
eat
indi
vidu
als
wit
h re
spec
t an
d ac
t to
up
hold
the
ir r
ight
s.
7 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
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ears
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tion
Lim
ited
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
9 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
149
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
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date
Log
book
— E
dexc
el S
VQ
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agem
ent
at S
CQ
F Le
vel 9
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Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
150
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
151
Unit 9: Encourage innovation in your area of responsibility
Unit code: C2
Unit credit: 12
Unit level: 9
Introduction
What this unit is about
This unit is about encouraging and supporting the identification and practical implementation of ideas in your area of responsibility. The initial ideas will primarily come from people who work in your area of responsibility, including yourself, and will focus on.
new products and/or services
improvements to existing products and/or services
improvements to existing practices, procedures, systems, ways of working, etc within the team or those of the wider organisation or customers or suppliers.
The ‘area of responsibility’ may be, for example, a branch or department or functional area or an operating site within an organisation.
Who is the unit for?
The unit is recommended for first line managers and middle managers.
Links to other units
This unit is linked to units B6: Provide leadership in your area of responsibility, C1: Encourage innovation in your team and C3: Encourage innovation in your organisation in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
152
Skills
Listed below are the main generic ‘skills’ that need to be applied in encouraging innovation in your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Leadership
Problem-solving
Thinking creatively
Learning
Motivating
Reviewing
Inspiring
Analysing
Decision-making
Providing feedback
Information management
Involving others
Valuing and supporting others
Risk management
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
ben
efit
s of
inn
ovat
ion
to t
he o
rgan
isat
ion,
cus
tom
ers
and
othe
r st
akeh
olde
rs.
2 The
dif
fere
nce
betw
een
crea
tivi
ty a
nd inn
ovat
ion.
3 H
ow t
o id
enti
fy t
he c
urre
nt a
ppro
ach
to a
nd lev
el o
f in
nova
tion
in
a pa
rtic
ular
are
a, inc
ludi
ng a
ny
stre
ngth
s th
at c
an b
e bu
ilt
upon
, an
y w
eakn
esse
s th
at n
eed
to b
e ad
dres
sed
and
any
obst
acle
s to
in
nova
tion
tha
t ne
ed t
o be
rem
oved
.
4 H
ow t
o se
lect
and
app
ly d
iffe
rent
met
hods
for
mot
ivat
ing
peop
le t
o ge
nera
te a
nd d
evel
op ide
as.
5 The
dif
fere
nt p
oten
tial
sou
rces
of
idea
s fo
r ne
w p
rodu
cts
and/
or s
ervi
ces
and
impr
ovem
ents
.
6 The
im
port
ance
of
com
mun
icat
ion
in inn
ovat
ion
and
how
to
enco
urag
e co
mm
unic
atio
n ac
ross
you
r ar
ea o
f re
spon
sibi
lity.
7 The
pot
enti
al o
bsta
cles
to
crea
tivi
ty a
nd inn
ovat
ion
and
whe
ther
and
, if
so,
how
the
y ca
n be
re
mov
ed.
8 Ke
y st
ages
in
the
crea
tive
pro
cess
.
9 Ke
y st
ages
in
the
inno
vati
on p
roce
ss.
10 H
ow t
o pr
ovid
e co
nstr
ucti
ve f
eedb
ack
on ide
as t
o te
ams
and
indi
vidu
als.
11 H
ow t
o es
tabl
ish
and
oper
ate
fair
and
ope
n m
etho
ds f
or s
elec
ting
ini
tial
ide
as f
or f
urth
er
deve
lopm
ent
incl
udin
g pr
ovid
ing
reas
ons
why
par
ticu
lar
idea
s ar
e no
t be
ing
take
n fo
rwar
d.
12 The
ran
ge o
f w
ays
in w
hich
ini
tial
ide
as c
an b
e fu
rthe
r de
velo
ped
and
test
ed inc
ludi
ng s
etti
ng
guid
elin
es o
r pa
ram
eter
s fo
r th
e us
e of
res
ourc
es,
the
leve
l of
acc
epta
ble
risk
and
the
rep
orti
ng o
f pr
ogre
ss.
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ears
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tion
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ited
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154
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
13 H
ow t
o re
cogn
ise
and
man
age
risk
in
inno
vati
on.
14 H
ow t
o de
velo
p a
busi
ness
cas
e an
d pl
ans
for
the
prac
tica
l im
plem
enta
tion
of
an ide
a an
d ho
w t
o su
ppor
t ot
hers
in
doin
g th
is.
15 The
cha
ract
eris
tics
/tra
its/
com
pete
ncie
s of
cre
ativ
e pe
ople
and
how
to
reco
gnis
e th
ese.
16 H
ow t
o un
lock
cre
ativ
ity
in y
ours
elf
and
othe
rs.
17 The
res
ourc
es r
equi
red
for
crea
tivi
ty a
nd inn
ovat
ion,
par
ticu
larl
y ti
me.
18 H
ow t
o id
enti
fy s
usta
inab
le r
esou
rces
and
ens
ure
thei
r ef
fect
ive
use
to s
uppo
rt c
reat
ivit
y an
d in
nova
tion
.
19 H
ow t
o le
arn
from
mis
take
s.
20 H
ow t
o re
cogn
ise
the
achi
evem
ents
of
the
orig
inat
ors/
deve
lope
rs o
f id
eas
that
hav
e be
en
succ
essf
ully
im
plem
ente
d.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 The
sec
tor(
s) in
whi
ch y
our
orga
nisa
tion
wor
ks.
2 In
form
atio
n so
urce
s on
inn
ovat
ion
in y
our
sect
or(s
).
3 Cur
rent
and
em
ergi
ng p
olit
ical
, ec
onom
ic,
soci
al,
tech
nolo
gica
l, e
nvir
onm
enta
l an
d le
gal
deve
lopm
ents
in
the
sect
or(s
) an
d in
rel
ated
sec
tors
.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s st
rate
gy,
if it
has
one,
for
inn
ovat
ion.
2 The
app
roac
h to
and
lev
el o
f in
nova
tion
in
your
are
a of
res
pons
ibilit
y.
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
155
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
3 The
rol
e of
inn
ovat
ion
in y
our
orga
nisa
tion
’s c
ultu
re.
4 O
rgan
isat
iona
l gu
idel
ines
and
pro
cedu
res
for
deve
lopi
ng a
nd im
plem
enti
ng ide
as.
5 The
lim
its
of y
our
auth
orit
y.
6 The
nee
ds o
f yo
ur c
usto
mer
s.
SV02
9861
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
156
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
157
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
158
Unit
9 (
C2):
Enco
ura
ge innov
atio
n in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy a
nd,
peri
odic
ally
, re
view
the
app
roac
h to
and
le
vel of
inn
ovat
ion
wit
hin
your
are
a of
res
pons
ibili
ty.
2 M
otiv
ate
all th
e pe
ople
wor
king
in
your
are
a to
ide
ntif
y id
eas
for
new
pro
duct
s an
d/or
ser
vice
s an
d im
prov
emen
ts
and
othe
r po
tent
ial so
urce
s of
ide
as a
nd e
ncou
rage
the
sh
arin
g of
thi
s in
form
atio
n.
3 Res
pond
ent
husi
asti
cally
to ide
as f
rom
ind
ivid
uals
or
team
s an
d pr
ovid
e co
nstr
ucti
ve f
eedb
ack.
4 Es
tabl
ish
and
oper
ate
a fa
ir a
nd o
pen
met
hod
for
cons
ider
ing
and
sele
ctin
g in
itia
l id
eas
for
furt
her
deve
lopm
ent.
5 D
iscu
ss a
nd a
gree
way
s in
whi
ch s
elec
ted
idea
s ca
n be
fu
rthe
r de
velo
ped
and
test
ed b
y in
divi
dual
s or
tea
ms.
6 Pr
ovid
e on
goin
g su
ppor
t, e
ncou
rage
men
t an
d re
sour
ces
to
indi
vidu
als
and
team
s en
gage
d in
the
fur
ther
dev
elop
men
t an
d te
stin
g of
ide
as a
nd h
elp
to r
emov
e an
y id
enti
fied
ob
stac
les.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
159
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Id
enti
fy,
in d
iscu
ssio
n w
ith
the
rele
vant
ind
ivid
uals
and
te
ams,
tho
se ide
as w
hich
cou
ld b
e pr
acti
cally
impl
emen
ted,
pro
vidi
ng h
elp
in d
raw
ing
up a
nd s
ubm
itti
ng
busi
ness
cas
es a
nd p
lans
in
supp
ort
of ide
as.
8 App
rove
the
pra
ctic
al im
plem
enta
tion
of
idea
s, b
ased
on
the
iden
tifi
ed b
enef
its,
ris
ks a
nd r
equi
red
reso
urce
s, w
hen
you
have
the
aut
hori
ty t
o do
so
and
mon
itor
and
rev
iew
th
eir
prog
ress
.
9 Cha
mpi
on b
usin
ess
case
s an
d pl
ans
for
idea
s su
bmit
ted
by
indi
vidu
als
and
team
s fr
om y
our
area
to
othe
r pe
ople
in
the
orga
nisa
tion
and
com
mun
icat
e pr
ogre
ss a
nd d
ecis
ions
.
10 Rec
ruit
and
sel
ect
crea
tive
peo
ple
and
enco
urag
e an
d de
velo
p th
e cr
eati
vity
of
othe
r pe
ople
in
your
are
a of
re
spon
sibi
lity.
11 En
cour
age
indi
vidu
als
and
team
s in
you
r ar
ea t
o ta
ke
acce
ptab
le r
isks
in
purs
uing
inn
ovat
ion
and
to m
ake
and
lear
n fr
om m
ista
kes.
12 En
sure
tha
t th
e or
igin
ator
s an
d de
velo
pers
of
any
idea
s w
hich
are
suc
cess
fully
impl
emen
ted
rece
ive
reco
gnit
ion
for
thei
r ac
hiev
emen
t.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
160
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
161
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
162
Unit
9 (
C2):
Enco
ura
ge innov
atio
n in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
2 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
the
best
use
of
thei
r ab
ilit
ies.
3 Yo
u en
cour
age
and
supp
ort
othe
rs t
o ta
ke
deci
sion
s au
tono
mou
sly.
4 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
dec
isio
n-m
akin
g.
5 Yo
u in
spir
e ot
hers
, ch
ampi
onin
g w
ork
to
achi
eve
com
mon
goa
ls.
6 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
7 Yo
u ba
lanc
e ri
sks
agai
nst
the
bene
fits
tha
t m
ay a
rise
fro
m t
akin
g ri
sks.
8 Yo
u co
nstr
ucti
vely
cha
llen
ge t
he s
tatu
s qu
o an
d se
ek b
ette
r al
tern
ativ
es.
9 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
163
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
164
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
165
Unit 10: Lead change Unit code: C4
Unit credit: 15
Unit level: 9
Introduction
What this unit is about
Change, in its various forms, is happening more often within organisations. The driving force for change may be external or internal to the organisation or a mixture of both. It may be a reaction to events or an attempt to improve the organisation for the future including its growth as a business.
This unit reflects the need, in many situations, for someone to take control and provide a lead within the overall organisation or part of an organisation for a specific change or a wider programme of change.
It involves selling the vision in terms of what the change is aiming to achieve and supporting the people involved in the practicalities of making the vision a reality.
Who is the unit for?
The unit is recommended for middle managers and senior managers.
Links to other units
This unit is closely linked to units B6: Provide leadership in your area of responsibility, B7: Provide leadership for your organisation, B9: Develop the culture of your organisation, C5: Plan change and C6: Implement change in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in leading change. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Leadership
Communicating
Decision-making
Motivating
Delegating
Negotiating
Influencing
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
166
Problem-solving
Valuing and supporting others
Setting objectives
Prioritising
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
mai
n m
odel
s an
d m
etho
ds f
or lea
ding
org
anis
atio
nal ch
ange
, an
d th
eir
stre
ngth
s an
d w
eakn
esse
s.
2 The
rel
atio
nshi
p be
twee
n tr
ansf
orm
atio
nal an
d tr
ansa
ctio
nal ch
ange
.
3 The
ory
and
appl
icat
ion
of t
he c
hang
e/pe
rfor
man
ce c
urve
.
4 Pr
inci
ples
and
app
lica
tion
of
risk
ass
essm
ent.
5 D
iffe
rent
lea
ders
hip
styl
es a
nd b
ehav
iour
s, t
heir
str
engt
hs a
nd h
ow t
o us
e th
e ap
prop
riat
e st
yle
for
diff
eren
t ci
rcum
stan
ces.
6 H
ow t
o m
ake
crit
ical
dec
isio
ns.
7 The
pol
itic
al,
bure
aucr
atic
and
res
ourc
e ba
rrie
rs t
o ch
ange
, an
d th
e te
chni
ques
for
dea
ling
wit
h th
ese.
8 D
iffe
rent
met
hods
of
com
mun
icat
ion
and
thei
r re
leva
nt s
tren
gths
and
wea
knes
ses
in v
ario
us
circ
umst
ance
s.
9 The
mai
n te
chni
ques
for
sol
ving
pro
blem
s an
d ho
w t
o ap
ply
them
.
10 St
akeh
olde
r ex
pect
atio
ns a
nd h
ow t
hey
infl
uenc
e th
e ch
ange
pro
cess
.
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ited
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s cu
rren
t po
siti
on in
the
sect
or a
nd m
arke
t in
whi
ch it
oper
ates
, co
mpa
red
wit
h it
s m
ain
com
peti
tors
, re
leva
nt t
o th
e ch
ange
pro
gram
me.
2 The
ran
ge o
f in
form
atio
n so
urce
s th
at a
re r
elev
ant
to y
our
sect
or,
and
rela
ted
sect
ors,
in
whi
ch t
he
orga
nisa
tion
ope
rate
s.
3 Cur
rent
and
em
ergi
ng p
olit
ical
, ec
onom
ic,
soci
al,
tech
nolo
gica
l, e
nvir
onm
enta
l an
d le
gal
deve
lopm
ents
in
the
sect
or a
nd in
rela
ted
sect
ors.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur v
isio
n fo
r th
e fu
ture
, th
e re
ason
s fo
r ch
ange
, th
e ri
sks
and
expe
cted
ben
efit
s.
2 Tho
se f
acto
rs (
for
exam
ple,
str
ateg
y, p
roce
dure
s, p
olic
ies
and
stru
ctur
e) t
hat
need
to
be c
hang
ed,
and
the
asso
ciat
ed p
rior
itie
s an
d re
ason
s.
3 Em
ploy
ees’
kno
wle
dge,
ski
lls
and
atti
tude
s.
4 H
ow lon
g it
will ta
ke t
o m
ake
the
chan
ges.
5 The
cul
ture
of
the
orga
nisa
tion
and
the
im
plic
atio
ns t
his
has
for
the
chan
ge p
roce
ss.
6 Yo
ur o
rgan
isat
ion’
s co
mm
unic
atio
n ch
anne
ls,
both
for
mal
and
inf
orm
al.
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at S
CQ
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
169
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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Log
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— E
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4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
170
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
171
Unit
10 (
C4):
Lea
d c
han
ge
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Com
mun
icat
e yo
ur v
isio
n of
the
fut
ure,
the
rea
sons
for
th
e ch
ange
and
ass
ocia
ted
bene
fits
to
ever
yone
in
volv
ed.
2 En
cour
age
ever
yone
inv
olve
d to
wel
com
e ch
ange
as
an
oppo
rtun
ity.
3 M
ake
sure
the
peo
ple
resp
onsi
ble
for
plan
ning
and
im
plem
enti
ng c
hang
e un
ders
tand
the
ir r
espo
nsib
ilit
ies
and
have
the
nec
essa
ry inf
luen
ce a
nd p
ower
.
4 Se
t an
d pr
iori
tise
obj
ecti
ves
for
the
chan
ge.
5 Id
enti
fy s
trat
egie
s fo
r ac
hiev
ing
the
visi
on a
nd
com
mun
icat
e th
em c
lear
ly t
o ev
eryo
ne inv
olve
d.
6 Su
ppor
t pe
ople
thr
ough
the
cha
nge
proc
ess.
7 Com
mun
icat
e pr
ogre
ss t
o ev
eryo
ne inv
olve
d an
d ce
lebr
ate
achi
evem
ent.
8 Id
enti
fy a
nd d
eal w
ith
obst
acle
s to
cha
nge.
SV02
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Log
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— E
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4 in
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ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
172
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
173
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
174
Unit
10 (
C4):
Lea
d c
han
ge
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u gi
ve p
eopl
e op
port
unit
ies
to p
rovi
de
feed
back
and
you
res
pond
app
ropr
iate
ly.
2 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
the
m t
o ac
coun
t.
3 Yo
u ar
ticu
late
a v
isio
n th
at g
ener
ates
ex
cite
men
t, e
nthu
sias
m a
nd c
omm
itm
ent.
4 Yo
u in
spir
e ot
hers
, ch
ampi
onin
g w
ork
to
achi
eve
com
mon
goa
ls.
5 Yo
u sh
ow s
ensi
tivi
ty t
o st
akeh
olde
rs’
need
s an
d in
tere
sts
and
man
age
thes
e ef
fect
ivel
y.
6 Yo
u us
e a
rang
e of
lea
ders
hip
styl
es a
ppro
pria
te
to d
iffe
rent
peo
ple
and
situ
atio
ns.
7 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es
of a
sit
uati
on.
8 Yo
u ta
ke a
nd im
plem
ent
diff
icul
t an
d/or
un
popu
lar
deci
sion
s, if
nece
ssar
y.
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ears
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tion
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ited
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2
175
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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at S
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anua
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ears
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duca
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Lim
ited
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176
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
177
Unit 11: Plan change Unit code: C5
Unit credit: 15
Unit level: 9
Introduction
What this unit is about
This unit is about the planning that is needed to make a specific change or put into practice a programme of change. It involves developing a strategy to make the change that is needed, taking note of barriers, risks and the need to put appropriate monitoring and communication systems in place.
Who is the unit for?
The unit is recommended for first line managers, middle managers and senior managers.
Links to other units
This unit is closely linked to units B6: Provide leadership in your area of responsibility, B7: Provide leadership for your organisation, B9: Develop the culture of your organisation, C4: Lead change and C6: Implement change in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in planning change. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Planning
Analysing
Team-building
Negotiating
Obtaining feedback
Influencing
Problem-solving
Monitoring
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
178
Risk management
Contingency planning
Information management
Decision-making
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ited
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179
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
mai
n m
odel
s an
d m
etho
ds f
or m
anag
ing
chan
ge e
ffec
tive
ly,
and
thei
r st
reng
ths
and
wea
knes
ses.
2 Ef
fect
ive
plan
ning
tec
hniq
ues.
3 The
ory
and
appl
icat
ion
of t
he c
hang
e/pe
rfor
man
ce c
urve
.
4 The
ory
and
unde
rsta
ndin
g of
tea
ms,
inc
ludi
ng a
n un
ders
tand
ing
of t
eam
-bui
ldin
g te
chni
ques
and
ho
w t
o ap
ply
them
.
5 H
ow t
o as
sess
the
ris
ks a
nd b
enef
its
asso
ciat
ed w
ith
stra
tegi
es a
nd p
lans
.
6 The
im
port
ance
of
cont
inge
ncy
plan
ning
and
how
to
do s
o ef
fect
ivel
y.
7 H
ow t
o m
ake
crit
ical
dec
isio
ns.
8 The
pol
itic
al,
bure
aucr
atic
and
res
ourc
e ba
rrie
rs t
o ch
ange
, an
d th
e te
chni
ques
tha
t de
al w
ith
thes
e.
9 St
akeh
olde
r ex
pect
atio
ns a
nd h
ow t
hey
infl
uenc
e th
e pr
oces
s.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s cu
rren
t po
siti
on in
the
sect
or a
nd m
arke
t in
whi
ch it
wor
ks,
com
pare
d w
ith
its
mai
n co
mpe
tito
rs,
rele
vant
to
the
chan
ge p
rogr
amm
e.
2 The
ran
ge o
f in
form
atio
n so
urce
s th
at a
re r
elev
ant
to t
he s
ecto
r, a
nd r
elat
ed s
ecto
rs,
in w
hich
you
r or
gani
sati
on o
pera
tes.
3 Cur
rent
and
em
ergi
ng p
olit
ical
, ec
onom
ic,
soci
al,
tech
nolo
gica
l, e
nvir
onm
enta
l an
d le
gal
deve
lopm
ents
in
the
sect
or a
nd in
rela
ted
sect
ors.
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© P
ears
on E
duca
tion
Lim
ited
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2
180
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur v
isio
n fo
r th
e fu
ture
, th
e re
ason
s fo
r ch
ange
, th
e ri
sks
and
expe
cted
ben
efit
s.
2 Bu
sine
ss c
riti
cal ac
tivi
ties
and
int
erde
pend
enci
es.
3 Tho
se f
acto
rs (
for
exam
ple,
str
ateg
y, p
roce
dure
s, p
olic
ies
and
stru
ctur
e) t
hat
need
to
be c
hang
ed,
and
the
asso
ciat
ed p
rior
itie
s an
d re
ason
s.
4 Yo
ur o
rgan
isat
ion’
s co
mm
unic
atio
n ch
anne
ls,
both
for
mal
and
inf
orm
al.
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F Le
vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
181
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
182
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
183
Unit
11 (
C5):
Pla
n c
han
ge
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy t
he p
roce
dure
s, s
yste
ms,
str
uctu
res
and
role
s th
at n
eed
to b
e ch
ange
d, a
nd a
sses
s th
e ga
p be
twee
n th
eir
curr
ent
and
requ
ired
fut
ure
stat
e.
2 Id
enti
fy a
nd a
sses
s ba
rrie
rs t
o ch
ange
.
3 D
evel
op s
trat
egie
s an
d pl
ans
that
set
out
the
way
fo
rwar
d.
4 Ass
ess
the
risk
s an
d be
nefi
ts a
ssoc
iate
d w
ith
the
stra
tegi
es a
nd p
lans
and
dev
elop
con
ting
ency
ar
rang
emen
ts.
5 M
ake
sure
you
r pl
ans
incl
ude
shor
t-te
rm ‘
win
s’ a
s w
ell
as lon
ger-
term
del
iver
able
s.
6 D
evel
op s
yste
ms
for
mon
itor
ing
and
asse
ssin
g pr
ogre
ss.
7 D
evel
op a
com
mun
icat
ion
stra
tegy
for
the
cha
nge
proc
ess
that
allow
s pe
ople
to
give
fee
dbac
k.
8 Id
enti
fy t
rain
ing
and
supp
ort
need
s an
d pl
an h
ow t
o m
eet
thes
e.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
184
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
185
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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date
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at S
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vel 9
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Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
186
Unit
11 (
C5):
Pla
n c
han
ge
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u ar
e vi
gila
nt f
or p
oten
tial
ris
ks.
4 Yo
u gi
ve p
eopl
e op
port
unit
ies
to p
rovi
de
feed
back
and
you
res
pond
app
ropr
iate
ly.
5 Yo
u se
t de
man
ding
but
ach
ieva
ble
obje
ctiv
es f
or
your
self
and
oth
ers.
6 Yo
u w
ork
tow
ards
a c
lear
ly d
efin
ed v
isio
n of
the
fu
ture
.
7 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
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012
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ears
on E
duca
tion
Lim
ited
201
2
187
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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— E
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ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
188
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
189
Unit 12: Implement change Unit code: C6
Unit credit: 11
Unit level: 8
Introduction
What this unit is about
This unit is about putting into practice the strategy and associated plans for a specific change or programme of change. This involves putting in place the necessary resources and supporting systems, including monitoring and communications, to turn the ‘vision’ into a practical reality.
Who is the unit for?
The unit is recommended for people in first line, middle and senior management and leadership roles.
Links to other units
This unit is closely linked to B6: Provide leadership in your area of responsibility, B7: Provide leadership for your organisation, C4: Lead change and C5: Plan change in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in implementing change. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Delegation
Negotiating
Influencing
Managing conflict
Problem-solving
Stress management
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
190
Planning
Assessing
Monitoring
Decision-making
Valuing and supporting others
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
mai
n m
odel
s an
d m
etho
ds f
or m
anag
ing
chan
ge e
ffec
tive
ly,
and
thei
r st
reng
ths
and
wea
knes
ses.
2 Ef
fect
ive
plan
ning
tec
hniq
ues.
3 The
ory
and
appl
icat
ion
of t
he c
hang
e/pe
rfor
man
ce c
urve
.
4 H
ow t
o m
anag
e re
war
d sy
stem
s
5 Pr
oble
m-s
olvi
ng t
echn
ique
s
6 The
pol
itic
al,
bure
aucr
atic
and
res
ourc
e ba
rrie
rs t
o ch
ange
, an
d th
e te
chni
ques
tha
t de
al w
ith
thes
e
7 H
ow t
o id
enti
fy d
evel
opm
ent
and
othe
r su
ppor
t ne
eds
and
way
s in
whi
ch t
hese
nee
ds c
an b
e m
et
8 H
ow t
o m
anag
e ex
pect
atio
ns d
urin
g ch
ange
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s cu
rren
t po
siti
on in
the
mar
ket
in w
hich
it
wor
ks,
com
pare
d w
ith
its
mai
n co
mpe
tito
rs,
rele
vant
to
the
chan
ge p
rogr
amm
e.
2 The
ran
ge o
f in
form
atio
n so
urce
s th
at a
re r
elev
ant
to t
he s
ecto
r, a
nd r
elat
ed s
ecto
rs,
in w
hich
you
r or
gani
sati
on o
pera
tes.
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e 1
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
192
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur v
isio
n fo
r th
e fu
ture
, th
e re
ason
s fo
r ch
ange
, th
e ri
sks
and
expe
cted
ben
efit
s.
2 Bu
sine
ss c
riti
cal ac
tivi
ties
and
int
erde
pend
enci
es.
3 Tho
se f
acto
rs (
for
exam
ple,
str
ateg
y, p
roce
dure
s, p
olic
ies
and
stru
ctur
e) t
hat
need
to
be c
hang
ed,
and
the
asso
ciat
ed p
rior
itie
s an
d re
ason
s.
4 Yo
ur o
rgan
isat
ion’
s co
mm
unic
atio
n ch
anne
ls,
both
for
mal
and
inf
orm
al
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—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
193
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
194
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
195
Unit
12 (
C6):
Imple
men
t ch
ange
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Pu
t in
to p
ract
ice
the
stra
tegi
es a
nd p
lans
for
ch
ange
in
line
wit
h th
e av
aila
ble
reso
urce
s.
2 D
esig
n ne
w w
ork
proc
esse
s, p
roce
dure
s, s
yste
ms,
st
ruct
ures
and
rol
es t
o ac
hiev
e th
e vi
sion
beh
ind
the
chan
ge.
3 Id
enti
fy,
asse
ss a
nd d
eal w
ith
prob
lem
s an
d ba
rrie
rs
to c
hang
e.
4 M
onit
or,
docu
men
t an
d co
mm
unic
ate
prog
ress
to
all in
volv
ed.
5 Rec
ogni
se a
nd r
ewar
d pe
ople
and
tea
ms
who
ac
hiev
e re
sult
s.
6 M
aint
ain
the
mom
entu
m f
or c
hang
e.
7 M
ake
sure
cha
nge
is e
ffec
tive
and
mee
ts t
he
requ
irem
ents
of
the
orga
nisa
tion
.
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
196
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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197
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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012
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ears
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Unit
12 (
C6):
Imple
men
t ch
ange
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly a
nd
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
2 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
5 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
th
em t
o ac
coun
t.
6 Yo
u re
cogn
ize
whe
n th
ere
are
conf
lict
s, a
ckno
wle
dge
the
feel
ings
and
vie
ws
of a
ll p
arti
es,
and
redi
rect
pe
ople
’s e
nerg
y to
war
ds a
com
mon
goa
l.
7 Yo
u w
ork
tow
ards
a c
lear
ly d
efin
ed v
isio
n of
the
fut
ure.
8 Yo
u re
cogn
ise
the
achi
evem
ents
and
the
suc
cess
of
othe
rs.
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ears
on E
duca
tion
Lim
ited
201
2
199
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
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andi
date
Log
book
— E
dexc
el S
VQ
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ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
200
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
201
Unit 13 Recruit, select and keep colleagues
Unit code: D3
Unit credit: 12
Unit level: 9
Introduction
What this unit is about?
This unit is mainly about recruiting and selecting people to undertake identified activities or work roles within your area of responsibility. It involves taking a fair and objective approach to recruitment and selection to ensure that individuals with the required skills, knowledge and understanding, and who are likely to perform effectively, are appointed.
As recruitment and selection can be expensive and time-consuming activities, the unit also involves taking action to understand why colleagues are leaving and taking action to keep colleagues.
Whilst you would be expected to draw on the expertise of personnel specialists, you are not expected to be a personnel specialist yourself.
For the purposes of this unit, ‘colleagues’ means those people for whom you have line management responsibility.
Who is the unit for?
The unit is recommended for first line managers and middle managers.
Links to other units
This unit is closely linked to unit D4: Plan the workforce, D7: Provide learning opportunities for colleagues and D9: Build and manage teams in the overall suite of National Occupational Standards for Management and Leadership.
If your organisation is a small firm, you should look at unit J4: Recruit staff, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or the SFEDI website (www.sfedi.co.uk).
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
202
Skills
Listed below are the main generic ‘skills’ that need to be applied in recruiting, selecting and keeping colleagues. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Consulting
Decision-making
Information management
Interviewing
Negotiating
Obtaining feedback
Planning
Problem-solving
Reviewing
Team-building
Valuing and supporting others
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ears
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 W
hy it
is im
port
ant
to ide
ntif
y an
d un
ders
tand
why
col
leag
ues
are
leav
ing
and
how
to
do s
o co
nstr
ucti
vely
and
sen
siti
vely
.
2 The
typ
es o
f re
ason
s co
llea
gues
mig
ht g
ive
for
leav
ing.
3 H
ow t
o m
easu
re s
taff
tur
nove
r.
4 The
cau
ses
and
effe
cts
of h
igh
and
low
sta
ff t
urno
ver.
5 M
easu
res
whi
ch c
an b
e un
dert
aken
to
addr
ess
staf
f tu
rnov
er p
robl
ems.
6 H
ow t
o re
view
the
wor
kloa
d in
you
r ar
ea in
orde
r to
ide
ntif
y sh
ortf
alls
in
the
num
ber
of c
olle
ague
s an
d/or
the
poo
l of
ski
lls,
kno
wle
dge,
und
erst
andi
ng a
nd e
xper
ienc
e.
7 H
ow t
o id
enti
fy a
ctua
l sk
ills
and
avo
id s
tere
otyp
ing
wit
h re
gard
to
skills
lev
els
and
wor
k et
hics
.
8 D
iffe
rent
opt
ions
for
add
ress
ing
iden
tifi
ed s
hort
falls
and
thei
r as
soci
ated
adv
anta
ges
and
disa
dvan
tage
s.
9 W
hat
job
desc
ript
ions
and
per
son
spec
ific
atio
ns s
houl
d co
ver
and
why
it
is im
port
ant
to c
onsu
lt w
ith
othe
rs in
prod
ucin
g or
upd
atin
g th
em.
10 D
iffe
rent
sta
ges
in t
he r
ecru
itm
ent
and
sele
ctio
n pr
oces
s an
d w
hy it
is im
port
ant
to c
onsu
lt w
ith
othe
rs o
n th
e st
ages
, re
crui
tmen
t an
d se
lect
ion
met
hods
to
be u
sed,
ass
ocia
ted
tim
ings
and
who
is
goin
g to
be
invo
lved
.
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012
© P
ears
on E
duca
tion
Lim
ited
201
2
204
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
11 D
iffe
rent
rec
ruit
men
t an
d se
lect
ion
met
hods
and
the
ir a
ssoc
iate
d ad
vant
ages
and
dis
adva
ntag
es.
12 W
hy it
is im
port
ant
to g
ive
fair
, cl
ear
and
accu
rate
inf
orm
atio
n on
vac
anci
es t
o po
tent
ial ap
plic
ants
.
13 H
ow c
ultu
ral di
ffer
ence
s in
lan
guag
e, b
ody
lang
uage
, to
ne o
f vo
ice
and
dres
s ca
n di
ffer
fro
m
expe
ctat
ions
.
14 H
ow t
o ju
dge
whe
ther
app
lica
nts
mee
t th
e st
ated
req
uire
men
ts o
f th
e va
canc
y.
15 So
urce
s of
spe
cial
ist
expe
rtis
e in
rel
atio
n to
rec
ruit
men
t, s
elec
tion
and
ret
enti
on.
16 H
ow t
o ta
ke a
ccou
nt o
f eq
uality
, di
vers
ity
and
incl
usio
n is
sues
, in
clud
ing
legi
slat
ion
and
any
rele
vant
co
des
of p
ract
ice,
whe
n re
crui
ting
and
sel
ecti
ng p
eopl
e an
d ke
epin
g co
llea
gues
.
17 H
ow t
o re
view
the
eff
ecti
vene
ss o
f re
crui
tmen
t an
d se
lect
ion
in y
our
area
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Tur
nove
r ra
tes
wit
hin
sim
ilar
org
anis
atio
ns in
the
indu
stry
/sec
tor.
2 Rec
ruit
men
t, s
elec
tion
and
ret
enti
on iss
ues
and
spec
ific
ini
tiat
ives
and
arr
ange
men
ts w
ithi
n th
e in
dust
ry/s
ecto
r.
3 W
orki
ng c
ultu
re a
nd p
ract
ices
of
the
indu
stry
/sec
tor.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Cur
rent
peo
ple
reso
urce
s av
aila
ble
to y
our
area
, in
clud
ing
skills
, kn
owle
dge,
und
erst
andi
ng a
nd
expe
rien
ce o
f co
llea
gues
.
2 W
ork
requ
irem
ents
in
your
are
a.
3 Agr
eed
oper
atio
nal pl
ans
and
chan
ges
in y
our
area
.
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on E
duca
tion
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ited
201
2
205
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
4 The
sta
ff t
urno
ver
rate
in
your
are
a.
5 Jo
b de
scri
ptio
ns a
nd p
erso
n sp
ecif
icat
ions
for
con
firm
ed v
acan
cies
.
6 Lo
cal em
ploy
men
t m
arke
t co
ndit
ions
.
7 The
org
anis
atio
n’s
stru
ctur
e, v
alue
s an
d cu
ltur
e.
8 Em
ploy
men
t po
lici
es a
nd p
ract
ices
wit
hin
the
orga
nisa
tion
inc
ludi
ng r
ecru
itm
ent,
sel
ecti
on,
indu
ctio
n, d
evel
opm
ent,
pro
mot
ion,
ret
enti
on,
redu
ndan
cy,
dism
issa
l, p
ay a
nd o
ther
ter
ms
and
cond
itio
ns.
9 So
urce
s of
spe
cial
ist
expe
rtis
e in
rel
atio
n to
rec
ruit
men
t, s
elec
tion
and
ret
enti
on u
sed
by y
our
orga
nisa
tion
.
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Log
book
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
206
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
207
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
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vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
208
Unit
13 (
D3):
Rec
ruit
, se
lect
and k
eep c
olle
agues
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Tal
k w
ith
collea
gues
who
are
lea
ving
you
r ar
ea o
f re
spon
sibi
lity
to
iden
tify
and
dis
cuss
the
ir r
easo
ns f
or
leav
ing.
2 Id
enti
fy w
ays
of a
ddre
ssin
g st
aff
turn
over
pro
blem
s,
impl
emen
ting
tho
se w
hich
cle
arly
fal
l w
ithi
n yo
ur
auth
orit
y an
d co
mm
unic
atin
g ot
hers
to
the
rele
vant
pe
ople
for
con
side
rati
on.
3 Rev
iew
, on
a r
egul
ar b
asis
, th
e w
ork
requ
ired
in
your
are
a of
res
pons
ibilit
y, ide
ntif
ying
any
sho
rtfa
ll in
the
num
ber
of c
olle
ague
s an
d/or
the
poo
l of
ski
lls
know
ledg
e,
unde
rsta
ndin
g an
d ex
peri
ence
.
4 Id
enti
fy a
nd r
evie
w t
he o
ptio
ns f
or a
ddre
ssin
g an
y id
enti
fied
sho
rtfa
lls
and
deci
de o
n th
e be
st o
ptio
n(s)
to
follow
.
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
209
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
5 Con
sult
wit
h ot
hers
to
prod
uce
or u
pdat
e jo
b de
scri
ptio
ns
and
pers
on s
peci
fica
tion
s w
here
the
re is
a cl
ear
need
to
recr
uit.
6 Con
sult
wit
h ot
hers
to
disc
uss
and
agre
e st
ages
in
the
recr
uitm
ent
and
sele
ctio
n pr
oces
s fo
r id
enti
fied
va
canc
ies,
the
met
hods
tha
t w
ill be
use
d, t
he a
ssoc
iate
d ti
min
gs a
nd w
ho is
goin
g to
be
invo
lved
.
7 En
sure
tha
t an
y in
form
atio
n on
vac
anci
es is
fair
, cl
ear
and
accu
rate
bef
ore
it g
oes
to p
oten
tial
app
lica
nts.
8 Se
ek a
nd m
ake
use
of s
peci
alis
t ex
pert
ise
in r
elat
ion
to
recr
uiti
ng,
sele
ctin
g an
d ke
epin
g co
llea
gues
.
9 En
sure
tha
t th
e sk
ills
nee
ded
by a
pplica
nts
to s
ucce
ed in
the
recr
uitm
ent
proc
ess
are
no m
ore
than
are
req
uire
d to
pe
rfor
m t
he j
ob.
10 Pa
rtic
ipat
e in
the
rec
ruit
men
t an
d se
lect
ion
proc
ess,
as
agre
ed,
mak
ing
sure
tha
t th
e pr
oces
s is
fai
r, c
onsi
sten
t an
d ef
fect
ive.
11 M
ake
sure
tha
t ap
plic
ants
who
are
off
ered
pos
itio
ns a
re
like
ly t
o be
abl
e to
per
form
eff
ecti
vely
and
wor
k w
ith
thei
r ne
w c
olle
ague
s.
12 Ju
dge
whe
ther
the
rec
ruit
men
t an
d se
lect
ion
proc
ess
has
been
suc
cess
ful in
rel
atio
n to
rec
ent
appo
intm
ents
in
your
ar
ea a
nd ide
ntif
y an
y ar
eas
for
impr
ovem
ents
.
SV02
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vel 9
—
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
210
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
211
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
212
Unit
13 (
D3):
Rec
ruit
, se
lect
and k
eep c
olle
agues
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
the
oppo
rtun
itie
s pr
esen
ted
by t
he
dive
rsit
y of
peo
ple.
2 Yo
u w
ork
to t
urn
unex
pect
ed e
vent
s in
to
oppo
rtun
itie
s ra
ther
tha
n th
reat
s.
3 Yo
u tr
y ou
t ne
w w
ays
of w
orki
ng.
4 Yo
u id
enti
fy p
eopl
e’s
info
rmat
ion
need
s.
5 Yo
u se
ek t
o un
ders
tand
peo
ple’
s ne
eds
and
mot
ivat
ions
.
6 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
7 Yo
u ta
ke a
nd im
plem
ent
diff
icul
t an
d/or
unp
opul
ar
deci
sion
s, if
nece
ssar
y.
8 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
9 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
SV02
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date
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book
— E
dexc
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4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
213
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
214
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
215
Unit 14: Allocate and monitor the progress and quality of work in your area of responsibility
Unit code: D6
Unit credit: 14
Unit level: 7
Introduction
What this unit is about
This unit is about ensuring that the work required in your area of responsibility is effectively planned and fairly allocated to individuals and/or teams. It also involves monitoring the progress and quality of the work of individuals and/or teams to ensure that the required level or standard of performance is being met and reviewing and updating plans of work in the light of developments.
The ‘area of responsibility’ may be, for example, a branch or department or functional area or an operating site within an organisation.
Who is the unit for?
The unit is recommended for first line managers and middle managers.
Links to other units
This unit is linked to all other units in the overall suite of National Occupational Standards for Management and Leadership where work must be allocated and progress and quality must be monitored.
If your organisation is a small firm, you should look at unit K1: Make sure your staff can do their work, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or at the SFEDI website (www.sfedi.co.uk).
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
216
Skills Listed below are the main generic ‘skills’ that need to be applied in allocating and monitoring the progress and quality of work in your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Consulting
Decision-making
Delegating
Information management
Leadership
Managing conflict
Monitoring
Motivating
Planning
Problem-solving
Providing feedback
Prioritising
Reviewing
Setting objectives
Stress management
Valuing and supporting others
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andi
date
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— E
dexc
el S
VQ
4 in
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ent
at S
CQ
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
217
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 H
ow t
o se
lect
and
suc
cess
fully
appl
y di
ffer
ent
met
hods
for
com
mun
icat
ing
wit
h pe
ople
acr
oss
an
area
of
resp
onsi
bilit
y.
2 The
im
port
ance
of
conf
irm
ing/
clar
ifyi
ng t
he w
ork
requ
ired
in
your
are
a of
res
pons
ibilit
y w
ith
your
m
anag
er a
nd h
ow t
o do
thi
s ef
fect
ivel
y.
3 H
ow t
o id
enti
fy a
nd t
ake
due
acco
unt
of h
ealt
h an
d sa
fety
iss
ues
in t
he p
lann
ing,
alloc
atio
n an
d m
onit
orin
g of
wor
k.
4 H
ow t
o pr
oduc
e a
plan
of
wor
k fo
r yo
ur a
rea
of r
espo
nsib
ility
, in
clud
ing
how
to
iden
tify
any
pr
iori
ties
or
crit
ical
act
ivit
ies
and
the
avai
labl
e re
sour
ces.
5 H
ow t
o id
enti
fy s
usta
inab
le r
esou
rces
and
ens
ure
thei
r ef
fect
ive
use
whe
n pl
anni
ng t
he w
ork
for
your
are
a of
res
pons
ibilit
y.
6 The
im
port
ance
of
seek
ing
view
s fr
om p
eopl
e w
orki
ng in
your
are
a an
d ho
w t
o ta
ke a
ccou
nt o
f th
eir
view
s in
pro
duci
ng t
he p
lan
of w
ork.
7 The
val
ues,
eth
ics,
bel
iefs
, fa
ith,
cul
tura
l co
nven
tion
s, p
erce
ptio
ns a
nd e
xpec
tati
ons
of a
ny t
eam
m
embe
rs f
rom
a d
iffe
rent
cou
ntry
or
cult
ure
and
how
you
r ow
n va
lues
, et
hics
, be
lief
s, f
aith
, cu
ltur
al c
onve
ntio
ns,
perc
epti
ons,
exp
ecta
tion
s, u
se o
f la
ngua
ge,
tone
of
voic
e an
d bo
dy lan
guag
e m
ay a
ppea
r to
the
m.
8 W
hy it
is im
port
ant
to a
lloc
ate
wor
k to
ind
ivid
uals
and
/or
team
s on
a f
air
basi
s an
d ho
w t
o do
so
effe
ctiv
ely.
9 W
hy it
is im
port
ant
that
ind
ivid
uals
and
/or
team
s ar
e br
iefe
d on
alloc
ated
wor
k an
d th
e st
anda
rd o
r le
vel of
exp
ecte
d pe
rfor
man
ce a
nd h
ow t
o do
so
effe
ctiv
ely.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
218
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
10 The
im
port
ance
of
show
ing
indi
vidu
als
and/
or t
eam
s ho
w t
heir
wor
k fi
ts w
ith
the
visi
on a
nd
obje
ctiv
es o
f th
e ar
ea a
nd t
hose
of
the
orga
nisa
tion
.
11 W
ays
of e
ncou
ragi
ng ind
ivid
uals
and
/or
team
s to
ask
que
stio
ns a
nd/o
r se
ek c
lari
fica
tion
in
rela
tion
to
the
wor
k w
hich
the
y ha
ve b
een
allo
cate
d.
12 Ef
fect
ive
way
s of
reg
ular
ly a
nd f
airl
y m
onit
orin
g th
e pr
ogre
ss a
nd q
uality
of
wor
k of
ind
ivid
uals
an
d/or
tea
ms
agai
nst
the
stan
dard
s or
lev
el o
f ex
pect
ed p
erfo
rman
ce.
13 H
ow t
o pr
ovid
e pr
ompt
and
con
stru
ctiv
e fe
edba
ck t
o in
divi
dual
s an
d/or
tea
ms.
14 W
hy it
is im
port
ant
to m
onit
or y
our
area
for
con
flic
t an
d ho
w t
o id
enti
fy t
he c
ause
(s)
of c
onfl
ict
whe
n it
occ
urs
and
deal
wit
h it
pro
mpt
ly a
nd e
ffec
tive
ly.
15 H
ow t
o ta
ke a
ccou
nt o
f di
vers
ity
and
incl
usio
n is
sues
whe
n su
ppor
ting
and
enc
oura
ging
ind
ivid
uals
an
d/or
tea
ms
to c
ompl
ete
the
wor
k th
ey h
ave
been
alloc
ated
.
16 W
hy it
is im
port
ant
to ide
ntif
y un
acce
ptab
le o
r po
or p
erfo
rman
ce b
y in
divi
dual
s an
d/or
tea
ms
and
how
to
disc
uss
the
caus
e(s)
and
agr
ee w
ays
of im
prov
ing
perf
orm
ance
wit
h th
em.
17 The
typ
e of
pro
blem
s an
d un
fore
seen
eve
nts
that
may
occ
ur a
nd h
ow t
o su
ppor
t in
divi
dual
s an
d/or
te
ams
in d
ealin
g w
ith
them
.
18 The
add
itio
nal su
ppor
t an
d/or
res
ourc
es w
hich
ind
ivid
uals
and
/or
team
s m
ight
req
uire
to
help
the
m
com
plet
e th
eir
wor
k an
d ho
w t
o as
sist
in
prov
idin
g th
is.
19 H
ow t
o se
lect
and
suc
cess
fully
appl
y di
ffer
ent
met
hods
for
enc
oura
ging
, m
otiv
atin
g an
d su
ppor
ting
in
divi
dual
s an
d/or
tea
ms
to c
ompl
ete
the
wor
k th
ey h
ave
been
alloc
ated
and
im
prov
e th
eir
perf
orm
ance
, an
d fo
r re
cogn
isin
g th
eir
achi
evem
ents
.
20 H
ow t
o lo
g in
form
atio
n on
the
ong
oing
per
form
ance
of
indi
vidu
als
and/
or t
eam
s an
d us
e th
is
info
rmat
ion
for
form
al p
erfo
rman
ce a
ppra
isal
pur
pose
s.
21 The
im
port
ance
of
revi
ewin
g an
d up
dati
ng p
lans
of
wor
k fo
r yo
ur a
rea
in t
he lig
ht o
f de
velo
pmen
ts,
how
to
real
loca
te w
ork
and
reso
urce
s an
d ho
w t
o cl
earl
y co
mm
unic
ate
the
chan
ges
to t
hose
af
fect
ed.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
219
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or t
he d
evel
opm
ent
or m
aint
enan
ce o
f kn
owle
dge,
und
erst
andi
ng a
nd
skill
s.
2 In
dust
ry/s
ecto
r sp
ecif
ic leg
isla
tion
, re
gula
tion
s, g
uide
line
s, c
odes
of
prac
tice
rel
atin
g to
car
ryin
g ou
t w
ork.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
ind
ivid
uals
and
/or
team
s in
you
r ar
ea o
f re
spon
sibi
lity.
2 The
vis
ion
and
obje
ctiv
es f
or y
our
area
of
resp
onsi
bilit
y.
3 The
vis
ion
and
obje
ctiv
es o
f th
e ov
eral
l or
gani
sati
on.
4 The
wor
k re
quir
ed in
your
are
a of
res
pons
ibili
ty.
5 The
ava
ilab
le r
esou
rces
for
und
erta
king
the
req
uire
d w
ork.
6 The
pla
n of
wor
k fo
r yo
ur a
rea
of r
espo
nsib
ility
.
7 The
org
anis
atio
n’s
wri
tten
hea
lth
and
safe
ty p
olic
y st
atem
ent
and
asso
ciat
ed inf
orm
atio
n an
d re
quir
emen
ts.
8 Yo
ur o
rgan
isat
ion’
s po
licy
and
pro
cedu
res
in t
erm
s of
per
sona
l de
velo
pmen
t.
9 O
rgan
isat
iona
l st
anda
rds
or lev
el o
f ex
pect
ed p
erfo
rman
ce.
10 O
rgan
isat
iona
l po
lici
es a
nd p
roce
dure
s fo
r de
alin
g w
ith
poor
per
form
ance
.
11 O
rgan
isat
iona
l gr
ieva
nce
and
disc
iplina
ry p
olic
ies
and
proc
edur
es.
12 O
rgan
isat
iona
l pe
rfor
man
ce a
ppra
isal
sys
tem
s.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
220
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
221
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
222
Unit
14 (
D6):
Alloc
ate
and m
onit
or t
he
pro
gres
s an
d q
ual
ity
of w
ork
in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Con
firm
the
wor
k re
quir
ed in
your
are
a of
res
pons
ibili
ty
wit
h yo
ur m
anag
er a
nd s
eek
clar
ific
atio
n, w
here
ne
cess
ary,
on
any
outs
tand
ing
poin
ts a
nd iss
ues.
2 Pl
an h
ow t
he w
ork
will be
und
erta
ken,
see
king
vie
ws
from
pe
ople
in
your
are
a of
res
pons
ibili
ty,
iden
tify
ing
any
prio
riti
es o
r cr
itic
al a
ctiv
itie
s an
d m
akin
g be
st u
se o
f th
e av
aila
ble
reso
urce
s.
3 En
sure
tha
t w
ork
is a
lloc
ated
to
indi
vidu
als
and/
or t
eam
s on
a f
air
basi
s ta
king
acc
ount
of
skill
s, k
now
ledg
e an
d un
ders
tand
ing,
exp
erie
nce
and
wor
kloa
ds a
nd t
he
oppo
rtun
ity
for
deve
lopm
ent.
4 En
sure
tha
t in
divi
dual
s an
d/or
tea
ms
are
brie
fed
on
allo
cate
d w
ork,
sho
win
g ho
w it
fits
wit
h th
e vi
sion
and
ob
ject
ives
for
the
are
a an
d th
e ov
eral
l or
gani
sati
on,
and
the
stan
dard
or
leve
l of
exp
ecte
d pe
rfor
man
ce.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
223
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
5 Rec
ogni
se a
nd s
eek
to f
ind
out
abou
t di
ffer
ence
s in
ex
pect
atio
ns a
nd w
orki
ng m
etho
ds o
f an
y te
am m
embe
rs
from
a d
iffe
rent
cou
ntry
or
cult
ure
and
prom
ote
way
s of
w
orki
ng t
hat
take
acc
ount
of
thei
r ex
pect
atio
ns a
nd
max
imis
e pr
oduc
tivi
ty.
6 En
cour
age
indi
vidu
als
and/
or t
eam
mem
bers
to
ask
ques
tion
s, m
ake
sugg
esti
ons
and
seek
cla
rifi
cati
on in
rela
tion
to
allo
cate
d w
ork.
7 M
onit
or t
he p
rogr
ess
and
qual
ity
of t
he w
ork
of ind
ivid
uals
an
d/or
tea
ms
on a
reg
ular
and
fai
r ba
sis
agai
nst
the
stan
dard
or
leve
l of
exp
ecte
d pe
rfor
man
ce a
nd p
rovi
de
prom
pt a
nd c
onst
ruct
ive
feed
back
.
8 Su
ppor
t in
divi
dual
s an
d/or
tea
ms
in ide
ntif
ying
and
de
alin
g w
ith
prob
lem
s an
d un
fore
seen
eve
nts.
9 M
otiv
ate
indi
vidu
al a
nd/o
r te
ams
to c
ompl
ete
the
wor
k th
ey h
ave
been
alloc
ated
and
pro
vide
, w
here
req
uest
ed
and
whe
re p
ossi
ble,
any
add
itio
nal su
ppor
t an
d/or
re
sour
ces
to h
elp
com
plet
ion.
10 M
onit
or y
our
area
for
con
flic
t, ide
ntif
ying
the
cau
se(s
) w
hen
it o
ccur
s an
d de
alin
g w
ith
it p
rom
ptly
and
ef
fect
ivel
y.
11 Id
enti
fy u
nacc
epta
ble
or p
oor
perf
orm
ance
, di
scus
s th
e ca
use(
s) a
nd a
gree
way
s of
im
prov
ing
perf
orm
ance
wit
h in
divi
dual
s an
d/or
tea
ms.
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ited
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224
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
12 Rec
ogni
se s
ucce
ssfu
l co
mpl
etio
n of
sig
nifi
cant
pie
ces
of
wor
k or
wor
k ac
tivi
ties
by
indi
vidu
als
and/
or t
eam
s.
13 U
se inf
orm
atio
n co
llec
ted
on t
he p
erfo
rman
ce o
f in
divi
dual
s an
d/or
tea
ms
in a
ny f
orm
al a
ppra
isal
s of
pe
rfor
man
ce.
14 Rev
iew
and
upd
ate
plan
s of
wor
k fo
r yo
ur a
rea,
cle
arly
co
mm
unic
atin
g an
y ch
ange
s to
tho
se a
ffec
ted.
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ears
on E
duca
tion
Lim
ited
201
2
225
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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ry 2
012
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226
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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9861
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date
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book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
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vel 9
—
Issu
e 1
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anua
ry 2
012
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on E
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tion
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ited
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227
Unit
14 (
D6):
Alloc
ate
and m
onit
or t
he
pro
gres
s an
d q
ual
ity
of w
ork
in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly a
nd a
djus
t pl
ans
and
acti
viti
es
acco
rdin
gly.
2 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
mak
e be
st u
se o
f ti
me
and
reso
urce
s.
3 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
4 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs h
appe
n.
5 Yo
u sh
ow a
n aw
aren
ess
of y
our
own
valu
es,
mot
ivat
ions
and
em
otio
ns.
6 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
7 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
the
m t
o ac
coun
t.
8 Yo
u se
ek t
o un
ders
tand
peo
ple’
s ne
eds
and
mot
ivat
ions
.
9 Yo
u ta
ke p
ride
in
delive
ring
hig
h-qu
alit
y w
ork.
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ears
on E
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tion
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ited
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228
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
10 Yo
u ar
e vi
gila
nt f
or p
ossi
ble
risk
s an
d ha
zard
s.
11 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
the
best
use
of
thei
r ab
ilit
ies.
12 Yo
u us
e a
rang
e of
lea
ders
hip
styl
es a
ppro
pria
te
to d
iffe
rent
peo
ple
and
situ
atio
ns.
SV02
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date
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book
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
229
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
230
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
231
Unit 15: Provide learning opportunities for colleagues
Unit code: D7
Unit credit: 11
Unit level: 8
Introduction
What this unit is about
This unit is about supporting colleagues in identifying their learning needs and helping to provide opportunities to address these needs.
Encouraging colleagues to take responsibility for their own learning is an aspect of this unit as is your role in providing an ‘environment’, for example, in your team or area of responsibility, in which learning is valued.
For the purposes of this unit, ‘colleagues’ means those people for whom you have line management responsibility.
Who is the unit for?
The unit is recommended for team leaders, first line managers, middle managers and senior managers.
Links to other units
This unit is linked to units D3: Recruit, select and keep colleagues, D5: Allocate and check work in your team, D6: Allocate and monitor the progress and quality of work in your area of responsibility and D13: Support individuals to develop and maintain their performance in the overall suite of National Occupational Standards for Management and Leadership.
If your organisation is a small firm, you should look at unit K1: Make sure your staff can do their work, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or at the SFEDI website (www.sfedi.co.uk).
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
232
Skills
Listed below are the main generic ‘skills’ that need to be applied in providing learning opportunities for colleagues. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Coaching
Communicating
Demonstrating
Empowering
Information management
Leadership
Mentoring
Motivating
Prioritising
Planning
Providing feedback
Reviewing
Setting objectives
Valuing and supporting others
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on E
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tion
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
ben
efit
s of
lea
rnin
g fo
r in
divi
dual
s an
d or
gani
sati
ons
and
how
to
prom
ote
thes
e to
col
leag
ues.
2 W
ays
in w
hich
you
can
dev
elop
an
‘env
iron
men
t’ in
whi
ch lea
rnin
g is
val
ued
and
willing
ness
and
ef
fort
s to
lea
rn a
re r
ecog
nise
d.
3 W
hy it
is im
port
ant
to e
ncou
rage
col
leag
ues
to t
ake
resp
onsi
bility
for
the
ir o
wn
lear
ning
.
4 H
ow t
o pr
ovid
e fa
ir,
regu
lar
and
usef
ul f
eedb
ack
to c
olle
ague
s on
the
ir w
ork
perf
orm
ance
.
5 H
ow t
o id
enti
fy lea
rnin
g ne
eds
base
d on
ide
ntif
ied
gaps
bet
wee
n th
e re
quir
emen
ts o
f co
llea
gues
’ w
ork
role
s an
d th
eir
curr
ent
know
ledg
e, u
nder
stan
ding
and
ski
lls.
6 H
ow t
he v
alue
s, e
thic
s, b
elie
fs,
fait
h, c
ultu
ral
conv
enti
ons,
per
cept
ions
and
exp
ecta
tion
s of
any
pe
ople
fro
m o
ther
cou
ntri
es o
r cu
ltur
es m
ay im
pact
on
thei
r pe
rson
al d
evel
opm
ent
and
lear
ning
.
7 H
ow t
o pr
iori
tise
lea
rnin
g ne
eds
of c
olle
ague
s, inc
ludi
ng t
akin
g ac
coun
t of
org
anis
atio
nal ne
eds
and
prio
riti
es a
nd t
he p
erso
nal an
d ca
reer
dev
elop
men
t ne
eds
of c
olle
ague
s.
8 The
ran
ge o
f di
ffer
ent
lear
ning
sty
les
and
how
to
supp
ort
collea
gues
in
iden
tify
ing
the
part
icul
ar
lear
ning
sty
le(s
) or
com
bina
tion
of
lear
ning
sty
les
whi
ch w
orks
bes
t fo
r th
em.
9 D
iffe
rent
typ
es o
f le
arni
ng a
ctiv
itie
s, t
heir
adv
anta
ges
and
disa
dvan
tage
s an
d th
e re
quir
ed r
esou
rces
(f
or e
xam
ple,
tim
e, f
ees,
sub
stit
ute
staf
f).
10 H
ow/w
here
to
iden
tify
and
obt
ain
info
rmat
ion
on d
iffe
rent
lea
rnin
g ac
tivi
ties
.
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anua
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012
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on E
duca
tion
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ited
201
2
234
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
11 W
hy it
is im
port
ant
for
collea
gues
to
have
a w
ritt
en d
evel
opm
ent
plan
and
wha
t it
sho
uld
cont
ain
(for
exa
mpl
e, ide
ntif
ied
lear
ning
nee
ds,
lear
ning
act
ivit
ies
to b
e un
dert
aken
and
the
lea
rnin
g ob
ject
ives
to
be a
chie
ved,
tim
esca
les
and
requ
ired
res
ourc
es).
12 H
ow t
o se
t le
arni
ng o
bjec
tive
s w
hich
are
SM
ART (
Spec
ific
, M
easu
rabl
e, A
chie
vabl
e, R
ealist
ic a
nd
Tim
e-Bo
und)
.
13 So
urce
s of
spe
cial
ist
expe
rtis
e in
rel
atio
n to
ide
ntif
ying
and
pro
vidi
ng lea
rnin
g fo
r co
llea
gues
.
14 W
hat
type
of
supp
ort
collea
gues
mig
ht n
eed
to u
nder
take
lea
rnin
g ac
tivi
ties
, th
e re
sour
ces
need
ed
and
the
type
s of
obs
tacl
es t
hey
may
fac
e an
d ho
w t
hey
can
be r
esol
ved.
15 H
ow t
o ev
alua
te w
heth
er a
lea
rnin
g ac
tivi
ty h
as a
chie
ved
the
desi
red
lear
ning
obj
ecti
ves.
16 The
im
port
ance
of
regu
larl
y re
view
ing
and
upda
ting
wri
tten
dev
elop
men
t pl
ans
in t
he lig
ht o
f pe
rfor
man
ce,
any
lear
ning
act
ivit
ies
unde
rtak
en a
nd a
ny w
ider
cha
nges
.
17 H
ow t
o ta
ke a
ccou
nt o
f eq
uality
leg
isla
tion
, an
y re
leva
nt c
odes
of
prac
tice
and
gen
eral
div
ersi
ty a
nd
incl
usio
n is
sues
in
prov
idin
g le
arni
ng o
ppor
tuni
ties
for
col
leag
ues.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or t
he d
evel
opm
ent
or m
aint
enan
ce o
f kn
owle
dge,
ski
lls
and
unde
rsta
ndin
g an
d pr
ofes
sion
al d
evel
opm
ent.
2 Le
arni
ng iss
ues
and
spec
ific
ini
tiat
ives
and
arr
ange
men
ts t
hat
appl
y w
ithi
n th
e in
dust
ry/s
ecto
r.
3 W
orki
ng c
ultu
re a
nd p
ract
ices
of
the
indu
stry
/sec
tor.
SV02
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date
Log
book
— E
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VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
235
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Rel
evan
t in
form
atio
n on
the
pur
pose
, ob
ject
ives
and
pla
ns o
f yo
ur t
eam
or
area
of
resp
onsi
bility
or
the
wid
er o
rgan
isat
ion.
2 The
wor
k ro
les
of c
olle
ague
s, inc
ludi
ng t
he lim
its
of t
heir
res
pons
ibilit
ies
and
thei
r pe
rson
al w
ork
obje
ctiv
es.
3 The
cur
rent
kno
wle
dge,
und
erst
andi
ng a
nd s
kills
of c
olle
ague
s.
4 Id
enti
fied
gap
s in
the
kno
wle
dge,
und
erst
andi
ng a
nd s
kills
of c
olle
ague
s.
5 Id
enti
fied
lea
rnin
g ne
eds
of c
olle
ague
s.
6 Le
arni
ng s
tyle
(s)
or c
ombi
nati
ons
of s
tyle
s pr
efer
red
by c
olle
ague
s.
7 The
wri
tten
dev
elop
men
t pl
ans
of c
olle
ague
s.
8 So
urce
s of
spe
cial
ist
expe
rtis
e av
aila
ble
in/t
o yo
ur o
rgan
isat
ion
in r
elat
ion
to ide
ntif
ying
and
pr
ovid
ing
lear
ning
for
col
leag
ues.
9 Le
arni
ng a
ctiv
itie
s an
d re
sour
ces
avai
labl
e in
/to
your
org
anis
atio
n.
10 Yo
ur o
rgan
isat
ion’
s po
licie
s in
rel
atio
n to
equ
alit
y an
d di
vers
ity.
11 Yo
ur o
rgan
isat
ion’
s po
licie
s an
d pr
oced
ures
in
rela
tion
to
lear
ning
.
12 Yo
ur o
rgan
isat
ion’
s pe
rfor
man
ce a
ppra
isal
sys
tem
s.
SV02
9861
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Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
236
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
237
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
238
Unit
15 (
D7):
Pro
vide
lear
nin
g op
por
tunit
ies
for
collea
gues
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Pr
omot
e th
e be
nefi
ts o
f le
arni
ng t
o co
llea
gues
and
mak
e su
re t
hat
thei
r w
illing
ness
and
eff
orts
to
lear
n ar
e re
cogn
ised
.
2 G
ive
collea
gues
fai
r, r
egul
ar a
nd u
sefu
l fe
edba
ck o
n th
eir
wor
k pe
rfor
man
ce,
disc
ussi
ng a
nd a
gree
ing
how
the
y ca
n im
prov
e.
3 W
ork
wit
h co
llea
gues
to
iden
tify
and
pri
orit
ise
lear
ning
ne
eds
base
d on
any
gap
s be
twee
n th
e re
quir
emen
ts o
f th
eir
wor
k ro
les
and
thei
r cu
rren
t kn
owle
dge,
und
erst
andi
ng a
nd
skill
s.
4 H
elp
collea
gues
to
iden
tify
the
lea
rnin
g st
yle(
s) o
r co
mbi
nati
on o
f st
yles
whi
ch w
orks
bes
t fo
r th
em a
nd e
nsur
e th
at t
hese
are
tak
en int
o ac
coun
t in
ide
ntif
ying
and
un
dert
akin
g le
arni
ng a
ctiv
itie
s.
5 W
ork
wit
h co
llea
gues
to
iden
tify
and
obt
ain
info
rmat
ion
on
a ra
nge
of p
ossi
ble
lear
ning
act
ivit
ies
to a
ddre
ss ide
ntif
ied
lear
ning
nee
ds.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
239
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Rec
ogni
se a
nd s
eek
to f
ind
out
abou
t di
ffer
ence
s in
ex
pect
atio
ns a
nd w
orki
ng m
etho
ds o
f an
y te
am m
embe
rs
from
a d
iffe
rent
cou
ntry
or
cult
ure
and
prom
ote
way
s of
w
orki
ng t
hat
take
acc
ount
of
thei
r ex
pect
atio
ns a
nd
max
imis
e pr
oduc
tivi
ty.
7 D
iscu
ss a
nd a
gree
, w
ith
each
col
leag
ue,
a de
velo
pmen
t pl
an
whi
ch inc
lude
s le
arni
ng a
ctiv
itie
s to
be
unde
rtak
en,
the
lear
ning
obj
ecti
ves
to b
e ac
hiev
ed,
the
requ
ired
res
ourc
es
and
tim
esca
les.
8 W
ork
wit
h co
llea
gues
to
reco
gnis
e an
d m
ake
use
of
unpl
anne
d le
arni
ng o
ppor
tuni
ties
.
9 Se
ek a
nd m
ake
use
of s
peci
alis
t ex
pert
ise
in r
elat
ion
to
iden
tify
ing
and
prov
idin
g le
arni
ng f
or c
olle
ague
s.
10 Su
ppor
t co
llea
gues
in
unde
rtak
ing
lear
ning
act
ivit
ies
mak
ing
sure
any
req
uire
d re
sour
ces
are
mad
e av
aila
ble
and
mak
ing
effo
rts
to r
emov
e an
y ob
stac
les
to lea
rnin
g.
11 Ev
alua
te,
in d
iscu
ssio
n w
ith
each
col
leag
ue,
whe
ther
the
le
arni
ng a
ctiv
itie
s th
ey h
ave
unde
rtak
en h
ave
achi
eved
the
de
sire
d ou
tcom
es a
nd p
rovi
de p
osit
ive
feed
back
on
the
lear
ning
exp
erie
nce.
12 W
ork
wit
h co
llea
gues
to
upda
te t
heir
dev
elop
men
t pl
an in
the
ligh
t of
per
form
ance
, an
y le
arni
ng a
ctiv
itie
s un
dert
aken
an
d an
y w
ider
cha
nges
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
240
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
13 En
cour
age
collea
gues
to
take
res
pons
ibilit
y fo
r th
eir
own
lear
ning
, in
clud
ing
prac
tisi
ng a
nd r
efle
ctin
g on
wha
t th
ey
have
lea
rned
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
241
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
242
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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Unit
15 (
D7):
Pro
vide
lear
nin
g op
por
tunit
ies
for
collea
gues
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
the
oppo
rtun
itie
s pr
esen
ted
by t
he
dive
rsit
y of
peo
ple.
2 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
3 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
4 Yo
u se
ek t
o un
ders
tand
ind
ivid
uals
’ ne
eds,
fee
ling
s an
d m
otiv
atio
ns a
nd t
ake
an a
ctiv
e in
tere
st in
thei
r co
ncer
ns.
5 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
the
best
us
e of
the
ir a
biliti
es.
6 Yo
u re
cogn
ise
the
achi
evem
ents
and
the
suc
cess
of
othe
rs.
7 Yo
u in
spir
e ot
hers
wit
h th
e ex
cite
men
t of
lea
rnin
g.
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ears
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ited
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u co
nfro
nt p
erfo
rman
ce iss
ues
and
sort
the
m o
ut
dire
ctly
wit
h th
e pe
ople
inv
olve
d.
9 Yo
u sa
y no
to
unre
ason
able
req
uest
s.
10 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
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ears
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duca
tion
Lim
ited
201
2
245
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
246
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
247
Unit 16 Build and manage teams Unit code: D9
Unit credit: 8
Unit level: 7
Introduction
What this unit is about
This unit is about building a team and managing it through its various stages of growth. It covers teams set up for a particular project or to carry out a specific task and also teams that are ongoing. It is equally relevant to cases where the manager has to set up the team from scratch and to those situations where the manager inherits an existing team and needs to help it to function effectively.
Who is the unit for?
The unit is recommended for any manager who is required to lead a team.
Links to other units
This unit is linked to units B5: Provide leadership for your team, D1: Develop productive working relationships with colleagues, D3: Recruit, select and keep colleagues, D8: Help team members address problems affecting their performance, D10: Reduce and manage conflict in your team and D13: Support individuals to develop and maintain their performance in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in building and managing teams. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Communicating
Decision-making
Evaluating
Involving others
Leadership
Monitoring
Motivating
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
248
Obtaining feedback
Problem-solving
Providing feedback
Setting objectives
Valuing and supporting others
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
pri
ncip
les
of e
ffec
tive
com
mun
icat
ion
and
how
to
appl
y th
em.
2 H
ow t
o m
axim
ise
com
mun
icat
ion
whe
n m
anag
ing
rem
ote
team
s us
ing
com
mun
icat
ions
tec
hnol
ogy
(inc
ludi
ng ins
tant
mes
sagi
ng,
virt
ual m
eeti
ngs,
con
fere
nce
calls
and
inte
rnet
/int
rane
t fo
rum
s fo
r sh
arin
g kn
owle
dge)
.
3 H
ow t
o id
enti
fy t
he d
iver
sity
of
expe
rtis
e, k
now
ledg
e, s
kills
and
atti
tude
s re
quir
ed t
o ac
hiev
e th
e te
am p
urpo
se.
4 The
im
port
ance
of
sele
ctin
g te
am m
embe
rs w
ith
the
requ
ired
exp
erti
se,
know
ledg
e an
d sk
ills
and
di
ffer
ent
pers
onal
itie
s so
the
y ca
n pl
ay c
ompl
emen
tary
rol
es w
ithi
n th
e te
am,
and
how
to
do s
o.
5 The
im
port
ance
of
agre
eing
wit
h te
am m
embe
rs t
he b
ehav
iour
s th
at a
re lik
ely
to h
elp
achi
evem
ent
of t
he t
eam
pur
pose
and
tho
se t
hat
are
like
ly t
o hi
nder
pro
gres
s an
d sh
ould
be
avoi
ded.
6 H
ow t
o he
lp t
eam
mem
bers
to
unde
rsta
nd t
heir
uni
que
cont
ribu
tion
to
the
team
pur
pose
, th
e co
ntri
buti
ons
expe
cted
of
fellow
tea
m m
embe
rs a
nd h
ow t
hese
com
plem
ent
and
supp
ort
each
oth
er.
7 The
im
port
ance
of
prov
idin
g op
port
unit
ies
for
team
mem
bers
to
get
to k
now
eac
h ot
her’
s st
reng
ths
and
wea
knes
ses
and
build
mut
ual re
spec
t an
d tr
ust.
8 H
ow t
o en
cour
age
team
mem
bers
to
get
to k
now
eac
h ot
her’
s st
reng
ths
and
wea
knes
ses
and
build
mut
ual re
spec
t an
d tr
ust.
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ears
on E
duca
tion
Lim
ited
201
2
250
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
9 The
im
port
ance
of
enco
urag
ing
open
com
mun
icat
ion
betw
een
team
mem
bers
, an
d ho
w t
o do
so.
10 H
ow t
o pr
ovid
e fe
edba
ck t
o te
am m
embe
rs t
o en
hanc
e th
e pe
rfor
man
ce o
f fe
llow
tea
m m
embe
rs
and
the
team
as
a w
hole
.
11 The
im
port
ance
of
allo
win
g ti
me
for
the
team
to
deve
lop
thro
ugh
its
stag
es o
f gr
owth
(fo
rmin
g,
stor
min
g, n
orm
ing,
per
form
ing)
, an
d ho
w t
o do
so.
12 The
im
port
ance
of
cele
brat
ing
team
and
ind
ivid
ual
succ
esse
s to
geth
er a
nd c
omm
iser
atin
g to
geth
er
whe
n th
ings
go
wro
ng.
13 W
ays
of r
efoc
usin
g th
e te
am’s
ene
rgy
on a
chie
ving
its
pur
pose
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or b
uild
ing
and
man
agin
g te
ams.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
pur
pose
of
the
team
and
wha
t ha
s to
be
achi
eved
.
2 The
req
uire
d m
ix o
f ex
pert
ise,
kno
wle
dge
and
skills
to
achi
eve
the
team
pur
pose
.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
251
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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Log
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— E
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at S
CQ
F Le
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—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
252
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
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date
Log
book
— E
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anua
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Unit
16 (
D9):
Build a
nd m
anag
e te
ams
What
you
must
do
To
achi
eve
this
ele
men
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Cle
arly
art
icul
ate
the
purp
ose
of t
he t
eam
– w
hat
it h
as
to a
chie
ve,
and
why
a t
eam
rat
her
than
an
indi
vidu
al
appr
oach
is
requ
ired
.
2 Id
enti
fy t
he d
iver
sity
of
expe
rtis
e, k
now
ledg
e, s
kills
and
atti
tude
s re
quir
ed t
o ac
hiev
e th
e te
am p
urpo
se.
3 Id
enti
fy t
eam
mem
bers
’ ex
pert
ise,
kno
wle
dge,
ski
lls
and
atti
tude
s an
d ag
ree
thei
r pa
rtic
ular
rol
es w
ithi
n th
e te
am.
4 U
se t
eam
sel
ecti
on a
nd d
evel
opm
ent
proc
esse
s to
de
velo
p an
y ex
pert
ise,
kno
wle
dge,
ski
lls
and
atti
tude
s la
ckin
g in
the
tea
m.
5 Agr
ee w
ith
team
mem
bers
the
beh
avio
urs
that
are
lik
ely
to h
elp
the
achi
evem
ent
of t
he t
eam
pur
pose
and
tho
se
that
sho
uld
be a
void
ed b
ecau
se t
hey
are
like
ly t
o hi
nder
pr
ogre
ss.
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ears
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duca
tion
Lim
ited
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2
254
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 H
elp
team
mem
bers
und
erst
and
thei
r un
ique
co
ntri
buti
on t
o th
e te
am,
the
cont
ribu
tion
s ex
pect
ed o
f fe
llow
tea
m m
embe
rs a
nd h
ow t
hese
com
plem
ent
and
supp
ort
each
oth
er.
7 Pr
ovid
e op
port
unit
ies
for
team
mem
bers
to
get
to k
now
ea
ch o
ther
’s s
tren
gths
and
wea
knes
ses
and
build
mut
ual
resp
ect
and
trus
t.
8 Allow
tim
e fo
r th
e te
am t
o de
velo
p th
roug
h it
s st
ages
of
grow
th.
9 H
elp
the
team
sei
ze o
ppor
tuni
ties
pre
sent
ed b
y ch
ange
s in
the
tea
m c
ompo
siti
on a
nd s
uppo
rt t
he int
rodu
ctio
n of
ne
w t
eam
mem
bers
.
10 En
cour
age
team
mem
bers
to
shar
e pr
oble
ms
wit
h ea
ch
othe
r an
d so
lve
thes
e cr
eati
vely
tog
ethe
r.
11 En
cour
age
open
com
mun
icat
ion
betw
een
team
mem
bers
, in
clud
ing
prov
idin
g fe
edba
ck d
esig
ned
to e
nhan
ce t
he
perf
orm
ance
of
fellow
tea
m m
embe
rs a
nd t
he t
eam
as
a w
hole
.
12 Rev
iew
the
per
form
ance
of
the
team
at
appr
opri
ate
poin
ts a
nd e
valu
ate
how
wel
l it
s pu
rpos
e is
bei
ng
achi
eved
.
13 Cel
ebra
te t
eam
and
ind
ivid
ual su
cces
ses
toge
ther
, an
d ac
know
ledg
e w
hen
thin
gs g
o w
rong
, be
fore
ref
ocus
ing
the
team
’s e
nerg
y on
ach
ievi
ng its
pur
pose
.
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Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
14 D
isba
nd t
he t
eam
if
and
whe
n it
s pu
rpos
e ha
s be
en
achi
eved
and
it
is n
o lo
nger
req
uire
d fo
r ot
her
purp
oses
.
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012
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ears
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duca
tion
Lim
ited
201
2
256
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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257
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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anua
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ited
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Unit
16 (
D9):
Build a
nd m
anag
e te
ams
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
2 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
3 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
best
us
e of
the
ir a
biliti
es.
4 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
the
m t
o ac
coun
t.
5 Yo
u ch
eck
indi
vidu
als’
com
mit
men
t to
the
ir r
oles
in
a s
peci
fic
cour
se o
f ac
tion
.
6 Yo
u cr
eate
a s
ense
of
com
mon
pur
pose
.
7 Yo
u ar
ticu
late
a v
isio
n th
at g
ener
ates
ex
cite
men
t, e
nthu
sias
m a
nd c
omm
itm
ent.
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e 1
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
259
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u id
enti
fy a
nd w
ork
wit
h pe
ople
and
or
gani
sati
ons
that
can
pro
vide
sup
port
for
you
r w
ork.
9 Yo
u w
ork
to d
evel
op a
n at
mos
pher
e of
pr
ofes
sion
alis
m a
nd m
utua
l su
ppor
t.
10 Yo
u re
cogn
ise
whe
n th
ere
are
conf
lict
s,
ackn
owle
dge
the
feel
ings
and
vie
ws
of a
ll
part
ies,
and
red
irec
t pe
ople
’s e
nerg
y to
war
ds a
co
mm
on g
oal.
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
260
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
261
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
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andi
date
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book
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dexc
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anua
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ears
on E
duca
tion
Lim
ited
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2
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SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
263
Unit 17: Reduce and manage conflict in your team
Unit code: D10
Unit credit: 5
Unit level: 7
Introduction
What this unit is about
This unit is about managing conflicts between members of your team. It covers taking pre-emptive action to avoid conflicts occurring and working with team members to resolve problems when they emerge.
Who is the unit for?
The unit is recommended particularly for first line and middle managers.
Links to other units
This unit is linked to units B8: Ensure compliance with legal, regulatory, ethical and social requirements, D1: Develop productive working relationships with colleagues, D8: Help team members address problems affecting their performance and D9: Build and manage teams in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing conflict in your team. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Empathising
Evaluating
Information management
Managing conflict
Monitoring
Obtaining feedback
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
264
Problem-solving
Providing feedback
Questioning
Reviewing
Valuing and supporting others
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
pri
ncip
les
of e
ffec
tive
com
mun
icat
ion
and
how
to
appl
y th
em.
2 H
ow t
o he
lp t
eam
mem
bers
und
erst
and
how
the
rol
es o
f di
ffer
ent
team
mem
bers
int
erfa
ce,
com
plem
ent
and
supp
ort
each
oth
er.
3 H
ow t
o id
enti
fy a
nd a
ddre
ss a
ny iss
ues
wit
h or
gani
sati
onal
str
uctu
res,
sys
tem
s or
pro
cedu
res
that
ar
e like
ly t
o gi
ve r
ise
to c
onfl
ict.
4 The
im
port
ance
of
iden
tify
ing
pote
ntia
l co
nflict
s be
twee
n te
am m
embe
rs a
nd t
akin
g pr
e-em
ptiv
e ac
tion
to
avoi
d th
ese,
and
how
to
do s
o.
5 The
im
port
ance
of
givi
ng t
eam
mem
bers
opp
ortu
niti
es t
o di
scus
s w
ith
you
seri
ous
prob
lem
s th
at
dire
ctly
or
indi
rect
ly a
ffec
t th
eir
wor
k, a
nd h
ow t
o en
cour
age
team
mem
bers
to
do s
o.
6 The
im
port
ance
of
taki
ng p
rom
pt a
ctio
n to
bri
ng u
p an
d de
al w
ith
conf
lict
s w
hen
they
ari
se a
nd
whe
n th
e te
am m
embe
rs c
once
rned
are
not
abl
e to
res
olve
the
con
flic
ts t
hem
selv
es.
7 W
ays
of d
ealing
wit
h co
nflict
s w
hen
they
ari
se a
nd w
hat
type
s of
act
ion
shou
ld b
e ta
ken
and
whe
n.
8 The
im
port
ance
of
ackn
owle
dgin
g an
d sh
owin
g re
spec
t fo
r te
am m
embe
rs’
emot
ions
reg
ardi
ng t
he
conf
lict
and
how
to
seek
to
man
age
any
nega
tive
em
otio
ns.
9 H
ow t
o id
enti
fy im
part
ially
the
caus
es o
f th
e co
nflict
, gi
ving
all p
arti
es o
ppor
tuni
ties
to
pres
ent
the
fact
s an
d th
eir
perc
epti
ons
abou
t th
e co
nflict
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
266
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
10 The
im
port
ance
of
iden
tify
ing
and
agre
eing
wit
h te
am m
embe
rs h
ow t
o re
solv
e th
e co
nflict
, w
itho
ut
appo
rtio
ning
bla
me,
and
how
to
do s
o.
11 W
hen
to s
eek
help
fro
m c
olle
ague
s or
spe
cial
ists
.
12 The
im
port
ance
of
com
plyi
ng w
ith
orga
nisa
tion
al a
nd leg
al r
equi
rem
ents
whe
n re
solv
ing
conf
lict
s.
13 The
im
port
ance
of
mai
ntai
ning
com
plet
e, a
ccur
ate
and
conf
iden
tial
rec
ords
of
conf
lict
s an
d th
eir
outc
omes
, an
d ho
w t
o do
so.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or m
anag
ing
conf
lict
in
your
tea
m.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
sta
ndar
ds o
f w
ork
and
beha
viou
r ex
pect
ed o
f te
am m
embe
rs.
2 H
ow t
he r
oles
of
diff
eren
t te
am m
embe
rs int
erfa
ce,
com
plem
ent
and
supp
ort
each
oth
er.
3 The
org
anis
atio
nal st
ruct
ures
, sy
stem
s an
d pr
oced
ures
tha
t ar
e like
ly t
o gi
ve r
ise
to c
onfl
ict.
4 The
ran
ge o
f sp
ecia
list
s in
side
and
out
side
of
the
orga
nisa
tion
and
col
leag
ues.
5 O
rgan
isat
iona
l an
d le
gal re
quir
emen
ts f
or r
esol
ving
con
flic
ts a
nd m
aint
aini
ng r
ecor
ds o
f co
nflict
s an
d th
eir
outc
omes
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
267
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
268
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
269
Unit
17 (
D10):
Red
uce
and m
anag
e co
nfl
ict
in y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Com
mun
icat
e cl
earl
y to
tea
m m
embe
rs t
he s
tand
ards
of
wor
k an
d be
havi
our
expe
cted
of
them
.
2 H
elp
team
mem
bers
und
erst
and
how
the
rol
es o
f di
ffer
ent
team
mem
bers
int
erfa
ce,
com
plem
ent
and
supp
ort
each
oth
er.
3 Id
enti
fy a
nd a
ddre
ss a
ny iss
ues
wit
h or
gani
sati
onal
st
ruct
ures
, sy
stem
s or
pro
cedu
res
that
are
lik
ely
to
give
ris
e to
con
flic
t.
4 Id
enti
fy p
oten
tial
con
flic
ts b
etw
een
team
mem
bers
an
d ta
ke p
re-e
mpt
ive
acti
on t
o av
oid
thes
e.
5 En
cour
age
team
mem
bers
to
reso
lve
thei
r ow
n pr
oble
ms
and
conf
lict
s am
ongs
t th
emse
lves
.
6 Tak
e pr
ompt
act
ion
to d
eal w
ith
conf
lict
s w
hen
the
team
mem
bers
con
cern
ed a
re n
ot a
ble
to r
esol
ve t
he
conf
lict
s th
emse
lves
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
270
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Ack
now
ledg
e an
d sh
ow r
espe
ct f
or t
eam
mem
bers
’ em
otio
ns r
egar
ding
the
con
flic
t an
d se
ek t
o m
anag
e an
y ne
gati
ve e
mot
ions
.
8 In
vest
igat
e im
part
ially
the
caus
es o
f th
e co
nflict
, gi
ving
all p
arti
es o
ppor
tuni
ties
to
pres
ent
the
fact
s an
d th
eir
perc
epti
ons
abou
t th
e co
nflict
.
9 Id
enti
fy a
nd a
gree
wit
h te
am m
embe
rs h
ow t
o re
solv
e th
e co
nflict
, w
itho
ut a
ppor
tion
ing
blam
e.
10 Se
ek h
elp
from
col
leag
ues
or s
peci
alis
ts,
whe
re
nece
ssar
y.
11 Com
ply
wit
h or
gani
sati
onal
and
leg
al r
equi
rem
ents
w
hen
reso
lvin
g co
nflict
s.
12 M
aint
ain
com
plet
e, a
ccur
ate
and
conf
iden
tial
rec
ords
of
con
flic
ts a
nd t
heir
out
com
es.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
271
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
272
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal st
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
273
Unit
17 (
D10):
Red
uce
and m
anag
e co
nfl
ict
in y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
spon
d qu
ickl
y to
cri
ses
and
prob
lem
s w
ith
a pr
opos
ed c
ours
e of
act
ion.
2 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u sh
ow r
espe
ct f
or t
he v
iew
s an
d ac
tion
s of
oth
ers.
5 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
6 Yo
u co
nfro
nt p
erfo
rman
ce iss
ues
and
reso
lve
them
di
rect
ly w
ith
the
peop
le inv
olve
d.
7 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
th
em t
o ac
coun
t.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
274
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u pr
otec
t yo
ur o
wn
and
othe
rs’
wor
k ag
ains
t ne
gati
ve im
pact
s.
9 Yo
u ke
ep c
onfi
dent
ial in
form
atio
n se
cure
.
10 Yo
u re
cogn
ise
whe
n th
ere
are
conf
lict
s, a
ckno
wle
dge
the
feel
ings
and
vie
ws
of a
ll p
arti
es,
and
redi
rect
pe
ople
’s e
nerg
y to
war
ds a
com
mon
goa
l.
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275
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
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ears
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276
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
277
Unit 18: Lead meetings Unit code: D11
Unit credit: 4
Unit level: 7
Introduction
What this unit is about
This unit is about leading meetings in order to achieve their objectives, which may be to solve problems, take decisions, consult with people or to exchange information and knowledge.
Who is the unit for?
The unit is recommended for managers at all levels.
Links to other units
This unit is linked to units D12: Participate in meetings, E10: Take effective decisions and E11: Communicate information and knowledge in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in leading meetings. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information.
Building consensus
Communicating
Consulting
Decision-making
Information management
Involving others
Leadership
Obtaining feedback
Planning
Presenting information
Providing feedback
Setting objectives
Time management
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
esta
blis
hing
the
pur
pose
and
obj
ecti
ves
of t
he m
eeti
ng a
nd h
ow t
o do
so.
2 The
im
port
ance
of
conf
irm
ing
a m
eeti
ng is
the
best
way
to
achi
eve
thes
e ob
ject
ives
.
3 The
im
port
ance
of
prep
arin
g ho
w y
ou w
ill le
ad t
he m
eeti
ng a
nd h
ow t
o do
so.
4 H
ow t
o id
enti
fy w
ho n
eeds
to
part
icip
ate
in t
he m
eeti
ng.
5 The
im
port
ance
of
invi
ting
par
tici
pant
s, g
ivin
g th
em s
uffi
cien
t no
tice
to
enab
le t
hem
to
atte
nd.
6 The
im
port
ance
of
info
rmin
g pa
rtic
ipan
ts o
f th
e ro
le t
hey
will be
exp
ecte
d to
pla
y, t
he p
repa
rati
on
they
nee
d to
do
and
the
impo
rtan
ce o
f th
e m
eeti
ng.
7 H
ow t
o id
enti
fy r
elev
ant
info
rmat
ion
part
icip
ants
req
uire
in
adva
nce
of t
he m
eeti
ng.
8 The
im
port
ance
of
circ
ulat
ing
rele
vant
inf
orm
atio
n in
adv
ance
and
, if
req
uire
d, b
rief
ing
part
icip
ants
in
divi
dual
ly o
n th
e co
nten
t an
d pu
rpos
e of
the
mee
ting
and
the
ir r
oles
.
9 The
im
port
ance
of
sett
ing
a fi
xed
tim
e fo
r th
e m
eeti
ng t
o be
gin
and
end
and
allo
cati
ng t
ime
appr
opri
atel
y fo
r ea
ch a
gend
a it
em.
10 H
ow t
o al
loca
te t
ime
appr
opri
atel
y fo
r ea
ch a
gend
a it
em.
11 The
im
port
ance
of
stat
ing
the
purp
ose
of t
he m
eeti
ng a
t th
e st
art
and
chec
king
tha
t al
l pa
rtic
ipan
ts
unde
rsta
nd w
hy t
hey
are
pres
ent.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
12 The
im
port
ance
of
clar
ifyi
ng s
peci
fic
obje
ctiv
es a
t th
e be
ginn
ing
of e
ach
agen
da ite
m.
13 The
im
port
ance
of
enco
urag
ing
all pa
rtic
ipan
ts t
o m
ake
clea
r, c
onci
se a
nd c
onst
ruct
ive
cont
ribu
tion
s fr
om t
heir
per
spec
tive
s, w
hils
t ac
know
ledg
ing
and
buildi
ng o
n th
e co
ntri
buti
ons
of o
ther
pa
rtic
ipan
ts,
and
how
to
do s
o.
14 The
im
port
ance
of
disc
oura
ging
unh
elpf
ul c
omm
ents
and
dig
ress
ions
, re
focu
sing
att
enti
on o
n th
e ob
ject
ives
of
the
mee
ting
, an
d ho
w t
o do
so.
15 H
ow t
o m
anag
e ti
me
flex
ibly
, gi
ving
mor
e ti
me
to p
arti
cula
r ag
enda
ite
ms,
if
nece
ssar
y, w
hils
t en
suri
ng t
he k
ey o
bjec
tive
s ar
e m
et a
nd p
arti
cipa
nts
are
kept
inf
orm
ed o
f ch
ange
s in
the
age
nda.
16 The
im
port
ance
of
sum
mar
isin
g th
e di
scus
sion
at
appr
opri
ate
tim
es a
nd a
lloc
atin
g ac
tion
poi
nts
to
part
icip
ants
at
the
end
of e
ach
agen
da ite
m a
nd h
ow t
o do
so.
17 The
im
port
ance
of
taki
ng d
ecis
ions
wit
hin
the
mee
ting
’s a
utho
rity
, re
mit
or
term
s of
ref
eren
ce a
nd
how
to
do s
o.
18 The
im
port
ance
of
chec
king
tha
t de
cisi
ons
and
acti
on p
oint
s ar
e ac
cura
tely
rec
orde
d an
d pr
ompt
ly
com
mun
icat
ed t
o th
ose
who
nee
d to
kno
w.
19 H
ow t
o ev
alua
te w
heth
er t
he p
urpo
se a
nd o
bjec
tive
s of
the
mee
ting
hav
e be
en a
chie
ved
and
how
fu
ture
mee
ting
s co
uld
be m
ade
mor
e ef
fect
ive.
Indust
ry/s
ecto
r sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or lea
ding
mee
ting
s.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
spec
ific
know
ledge
and u
nder
stan
din
g
1 The
peo
ple
who
nee
d to
par
tici
pate
and
the
rol
es t
hey
will be
exp
ecte
d to
pla
y.
2 The
typ
es a
nd s
ourc
es o
f in
form
atio
n re
quir
ed in
adva
nce
of t
he m
eeti
ng.
3 The
mee
ting
’s a
utho
rity
, re
mit
or
term
s of
ref
eren
ce.
4 Any
for
mal
pro
cedu
res
or s
tand
ing
orde
rs t
hat
appl
y to
the
mee
ting
.
5 The
peo
ple
who
are
aff
ecte
d by
the
dec
isio
ns a
nd n
eed
to k
now
abo
ut t
hem
.
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
281
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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e 1
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anua
ry 2
012
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ears
on E
duca
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ited
201
2
282
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
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date
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Unit
18 (
D11):
Lea
d m
eeti
ngs
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Es
tabl
ish
the
purp
ose
and
obje
ctiv
es o
f th
e m
eeti
ng a
nd
conf
irm
tha
t a
mee
ting
is
the
best
way
to
achi
eve
thes
e ob
ject
ives
.
2 Pr
epar
e ca
refu
lly
how
you
will le
ad t
he m
eeti
ng a
nd
iden
tify
who
nee
ds t
o pa
rtic
ipat
e.
3 In
vite
par
tici
pant
s, g
ivin
g th
em s
uffi
cien
t no
tice
to
enab
le t
hem
to
atte
nd a
nd s
tati
ng:
th
e im
port
ance
of
the
mee
ting
th
e ro
le t
hey
will be
exp
ecte
d to
pla
y, a
nd
th
e pr
epar
atio
n th
ey n
eed
to d
o.
4 Cir
cula
te r
elev
ant
info
rmat
ion
in a
dvan
ce a
nd,
if
requ
ired
, br
ief
part
icip
ants
ind
ivid
ually
on t
he c
onte
nt
and
purp
ose
of t
he m
eeti
ng a
nd t
heir
rol
es.
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el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
284
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
5 Se
t a
fixe
d ti
me
for
the
mee
ting
to
begi
n an
d en
d an
d al
loca
te t
ime
appr
opri
atel
y fo
r ea
ch a
gend
a it
em.
6 St
ate
the
purp
ose
of t
he m
eeti
ng a
t th
e st
art
and
chec
k th
at a
ll p
arti
cipa
nts
unde
rsta
nd w
hy t
hey
are
pres
ent.
7 Cla
rify
spe
cifi
c ob
ject
ives
at
the
begi
nnin
g of
eac
h ag
enda
ite
m.
8 En
cour
age
all pa
rtic
ipan
ts t
o m
ake
clea
r, c
onci
se a
nd
cons
truc
tive
con
trib
utio
ns f
rom
the
ir p
ersp
ecti
ves,
whi
lst
ackn
owle
dgin
g an
d bu
ildi
ng o
n th
e co
ntri
buti
ons
of o
ther
pa
rtic
ipan
ts.
9 D
isco
urag
e un
help
ful co
mm
ents
and
dig
ress
ions
, re
focu
sing
att
enti
on o
n th
e ob
ject
ives
of
the
mee
ting
.
10 M
anag
e ti
me
flex
ibly
, gi
ving
mor
e ti
me
to p
arti
cula
r ag
enda
ite
ms,
if
nece
ssar
y, w
hils
t en
suri
ng k
ey
obje
ctiv
es a
re m
et a
nd p
arti
cipa
nts
are
kept
inf
orm
ed o
f ch
ange
s in
the
age
nda.
11 Su
mm
aris
e th
e di
scus
sion
at
appr
opri
ate
tim
es a
nd
allo
cate
act
ion
poin
ts t
o pa
rtic
ipan
ts a
t th
e en
d of
eac
h ag
enda
ite
m.
12 Tak
e de
cisi
ons
wit
hin
the
mee
ting
’s a
utho
rity
, re
mit
or
term
s of
ref
eren
ce.
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012
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ears
on E
duca
tion
Lim
ited
201
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Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
13 O
bser
ve a
ny f
orm
al p
roce
dure
s or
sta
ndin
g or
ders
tha
t ap
ply
to t
he m
eeti
ng.
14 Che
ck t
hat
deci
sion
s an
d ac
tion
poi
nts
are
accu
rate
ly
reco
rded
and
pro
mpt
ly c
omm
unic
ated
to
thos
e w
ho n
eed
to k
now
.
15 Ev
alua
te w
heth
er t
he p
urpo
se a
nd o
bjec
tive
s of
the
m
eeti
ng h
ave
been
ach
ieve
d an
d ho
w f
utur
e m
eeti
ngs
coul
d be
mad
e m
ore
effe
ctiv
e.
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agem
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at S
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vel 9
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ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
286
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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agem
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vel 9
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Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
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2
287
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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9861
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andi
date
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book
— E
dexc
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VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
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duca
tion
Lim
ited
201
2
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Unit
18 (
D11):
Lea
d m
eeti
ngs
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ad
dres
s m
ulti
ple
dem
ands
wit
hout
los
ing
focu
s or
ene
rgy.
2 Yo
u sh
ow r
espe
ct f
or t
he v
iew
s an
d ac
tion
s of
ot
hers
.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
5 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
6 Yo
u m
ake
best
use
of
exis
ting
sou
rces
of
info
rmat
ion.
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e 1
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
289
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u ch
eck
the
validi
ty a
nd r
elia
bility
of
info
rmat
ion.
8 Yo
u pr
esen
t id
eas
and
argu
men
ts c
onvi
ncin
gly
and
in w
ays
that
str
ike
a ch
ord
wit
h pe
ople
.
9 Yo
u ar
ticu
late
the
ass
umpt
ions
mad
e an
d ri
sks
invo
lved
in
unde
rsta
ndin
g a
situ
atio
n.
10 Yo
u ta
ke t
imel
y de
cisi
ons
that
are
rea
list
ic f
or t
he
situ
atio
n.
SV02
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date
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book
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dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
290
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
291
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
292
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
293
Unit 19: Support individuals to develop and maintain their performance
Unit code: D13
Unit credit: 5
Unit level: 7
Introduction
What this unit is about
This unit is about supporting individuals to develop and maintain their performance at work. These may be people in your own team or individuals from another work group to whom you are providing support.
This unit is based on a commonly-used coaching model where you and the individual clearly agree the improvements in performance required and plan a step-by-step process to achieve a desired standard. You will usually help the individual to develop new skills and experiment with alternative behaviours in a safe environment before applying these for real in the workplace. You will work with the individual to monitor their progress over time, providing specific feedback to help them progress, until they have achieved the desired standard or no longer need your support in developing and/or maintaining their progress.
Who is the unit for?
The unit is recommended particularly for first line managers and middle managers.
Links to other units
This unit is linked to units D7: Provide learning opportunities for colleagues, D8: Help team members address problems affecting their performance and D9: Build and manage teams in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
294
Skills
Listed below are the main generic ‘skills’ that need to be applied in supporting individuals to improve their performance. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Active listening
Analysing
Asking powerful questions
Assessing
Communicating
Empathising
Inspiring
Learning
Monitoring
Motivating
Planning
Providing feedback
Reviewing
Risk management
Self-assessment
Setting objectives
Valuing and supporting others
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tion
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 H
ow t
o id
enti
fy t
he p
arti
cula
r ne
eds,
abi
liti
es a
nd p
refe
renc
es o
f in
divi
dual
s an
d to
tak
e th
ese
into
ac
coun
t w
hen
plan
ning
and
pro
vidi
ng s
uppo
rt.
2 The
pri
ncip
les,
met
hods
, to
ols
and
tech
niqu
es inv
olve
d in
pla
nnin
g an
d pr
ovid
ing
supp
ort
to
indi
vidu
als
to im
prov
e th
eir
perf
orm
ance
.
3 The
pri
ncip
les,
met
hods
, to
ols
and
tech
niqu
es f
or a
sses
sing
an
indi
vidu
al’s
per
form
ance
.
4 The
im
port
ance
of
esta
blis
hing
wit
h in
divi
dual
s th
e co
urse
of
acti
on,
the
area
s of
per
form
ance
to
be
targ
eted
and
the
sta
ndar
d of
per
form
ance
the
y w
ant
to a
chie
ve.
5 The
pri
ncip
les,
met
hods
, to
ols
and
tech
niqu
es f
or a
sses
sing
an
indi
vidu
al’s
kno
wle
dge,
ski
lls
and
pers
onal
qua
liti
es a
nd ide
ntif
ying
lea
rnin
g ne
eds,
and
the
im
port
ance
of
expl
orin
g th
ese
wit
h th
e in
divi
dual
.
6 H
ow t
o id
enti
fy o
bsta
cles
whi
ch c
ould
hin
der
an ind
ivid
ual’
s pr
ogre
ss a
nd t
he im
port
ance
of
rem
ovin
g th
ese
obst
acle
s.
7 Le
arni
ng a
nd d
evel
opm
ent
oppo
rtun
itie
s fo
r th
e in
divi
dual
to
deve
lop
new
ski
lls
and
expe
rim
ent
wit
h al
tern
ativ
e be
havi
ours
in
a sa
fe e
nvir
onm
ent.
8 The
im
port
ance
of
enco
urag
ing
indi
vidu
als
to ide
ntif
y an
d se
ize
oppo
rtun
itie
s to
app
ly t
heir
new
ly-
deve
lope
d sk
ills
and
beh
avio
urs
to t
heir
wor
k.
9 H
ow t
o id
enti
fy r
isks
inv
olve
d in
the
app
lica
tion
of
new
ly-d
evel
oped
ski
lls
and
beha
viou
rs t
o th
e in
divi
dual
’s w
ork
and
how
to
redu
ce t
hese
ris
ks t
o le
vels
whi
ch a
re a
ccep
tabl
e to
the
m a
nd t
he
orga
nisa
tion
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
296
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
10 The
pri
ncip
les,
met
hods
, to
ols
and
tech
niqu
es inv
olve
d in
mon
itor
ing
indi
vidu
als’
pro
gres
s of
de
velo
ping
the
ir p
erfo
rman
ce.
11 The
pri
ncip
les,
met
hods
, to
ols
and
tech
niqu
es inv
olve
d in
pro
vidi
ng s
peci
fic
feed
back
to
impr
ove
thei
r sk
ills
, re
info
rce
effe
ctiv
e be
havi
ours
and
enh
ance
the
ir m
otiv
atio
n to
ach
ieve
the
des
ired
st
anda
rd o
f pe
rfor
man
ce.
12 Alt
erna
tive
app
roac
hes
and
how
to
mak
e us
e of
the
se if
the
indi
vidu
al is
not
mak
ing
sati
sfac
tory
pr
ogre
ss.
13 The
im
port
ance
of
agre
eing
wit
h th
e in
divi
dual
whe
n th
ey h
ave
achi
eved
the
des
ired
sta
ndar
d of
pe
rfor
man
ce,
or w
hen
they
no
long
er r
equi
re y
our
supp
ort.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or s
uppo
rtin
g in
divi
dual
s to
im
prov
e th
eir
perf
orm
ance
.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 In
divi
dual
’s n
eeds
, ab
ilit
ies
and
pref
eren
ces.
2 Po
ssib
le o
bsta
cles
, ei
ther
org
anis
atio
nal or
ind
ivid
ual re
late
d, w
hich
cou
ld h
inde
r th
e in
divi
dual
’s
prog
ress
.
3 Ris
ks t
o in
divi
dual
s w
hen
appl
ying
the
ir n
ewly
-dev
elop
ed s
kills
and
beha
viou
rs t
o th
eir
wor
k.
4 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s an
d/or
spe
cial
ists
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
297
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
298
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
299
Unit
19 (
D13):
Supp
ort
indiv
idual
s to
dev
elop
and m
ainta
in t
hei
r pe
rfor
man
ce
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Su
ppor
t th
e in
divi
dual
in
iden
tify
ing
thei
r pa
rtic
ular
nee
ds,
abilit
ies
and
pref
eren
ces
and
take
the
se int
o ac
coun
t w
hen
plan
ning
and
pro
vidi
ng s
uppo
rt.
2 En
sure
tha
t th
e su
ppor
t re
quir
emen
ts o
f th
e in
divi
dual
are
in
lin
e w
ith
the
busi
ness
obj
ecti
ves
of t
he o
rgan
isat
ion.
3 Es
tabl
ish
wit
h th
e in
divi
dual
:
th
e ar
ea(s
) in
whi
ch t
hey
wan
t to
dev
elop
the
ir
perf
orm
ance
th
e st
anda
rd o
f pe
rfor
man
ce t
hey
wis
h to
ach
ieve
w
hy t
hey
wan
t to
dev
elop
the
ir p
erfo
rman
ce
th
e su
ppor
t th
ey c
an e
xpec
t fr
om y
ou,
and
the
com
mit
men
t yo
u ex
pect
fro
m t
hem
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
300
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
4 Es
tabl
ish
wit
h th
e in
divi
dual
:
th
e pr
oces
s by
whi
ch y
ou w
ill su
ppor
t th
em.
th
e ti
mes
cale
of
the
proc
ess
th
e fr
eque
ncy
and
dura
tion
of
mee
ting
s
po
ints
at
whi
ch p
rogr
ess
will be
rev
iew
ed
ho
w p
rogr
ess
will be
mea
sure
d an
d as
sess
ed.
5 Ex
plor
e w
ith
the
indi
vidu
al t
he s
kills
they
nee
d to
dev
elop
an
d th
e be
havi
ours
the
y ne
ed t
o ch
ange
in
orde
r to
mee
t th
e de
sire
d st
anda
rd o
f pe
rfor
man
ce.
6 Ex
plor
e w
ith
the
indi
vidu
al o
bsta
cles
whi
ch c
ould
hin
der
thei
r pr
ogre
ss a
nd h
ow t
o re
mov
e th
ese
obst
acle
s.
7 Pl
an w
ith
the
indi
vidu
al h
ow t
hey
can
deve
lop
new
ski
lls
and
beha
viou
rs in
a lo
gica
l st
ep-b
y-st
ep s
eque
nce.
8 Pr
ovid
e op
port
unit
ies
for
the
indi
vidu
al t
o de
velo
p ne
w
skills
and
exp
erim
ent
wit
h al
tern
ativ
e be
havi
ours
in
a sa
fe
envi
ronm
ent.
9 En
cour
age
the
indi
vidu
al t
o id
enti
fy a
nd s
eize
opp
ortu
niti
es
to a
pply
the
ir n
ewly
-dev
elop
ed s
kills
and
beha
viou
rs t
o th
eir
wor
k.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
301
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
10 Ex
plor
e w
ith
the
indi
vidu
al a
ny r
isks
inv
olve
d in
app
lyin
g th
eir
new
ly-d
evel
oped
ski
lls
and
beha
viou
rs t
o th
eir
wor
k an
d he
lp t
hem
pla
n ho
w t
o re
duce
the
se r
isks
to
leve
ls
whi
ch a
re a
ccep
tabl
e to
the
m a
nd t
he o
rgan
isat
ion.
11 En
cour
age
the
indi
vidu
al t
o re
flec
t on
the
ir p
rogr
ess
and
arti
cula
te t
heir
tho
ught
s an
d fe
elin
gs a
bout
it.
12 M
onit
or t
he ind
ivid
ual’
s pr
ogre
ss a
nd p
rovi
de s
peci
fic
feed
back
des
igne
d to
im
prov
e th
eir
skills
, re
info
rce
effe
ctiv
e be
havi
ours
and
enh
ance
the
ir m
otiv
atio
n to
ac
hiev
e th
e de
sire
d st
anda
rd o
f pe
rfor
man
ce.
13 U
se a
lter
nati
ve a
ppro
ache
s or
enl
ist
the
supp
ort
of
collea
gues
and
/or
spec
ialist
s, if
the
indi
vidu
al is
not
mak
ing
sati
sfac
tory
pro
gres
s.
14 Agr
ee w
ith
the
indi
vidu
al w
hen
they
hav
e ac
hiev
ed t
he
desi
red
stan
dard
of
perf
orm
ance
, or
whe
n th
ey n
o lo
nger
re
quir
e yo
ur s
uppo
rt.
15 En
cour
age
and
empo
wer
ind
ivid
uals
to
take
res
pons
ibilit
y fo
r de
velo
ping
and
mai
ntai
ning
the
ir o
wn
self
-aw
aren
ess,
pe
rfor
man
ce a
nd im
pact
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
302
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
303
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
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anua
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Unit
19 (
D13):
Supp
ort
indiv
idual
s to
dev
elop
and m
ainta
in t
hei
r pe
rfor
man
ce
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u co
nsta
ntly
see
k to
dev
elop
per
form
ance
.
2 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
3 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
4 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
5 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
best
use
of
thei
r ab
ilit
ies.
6 Yo
u gi
ve f
eedb
ack
to o
ther
s to
hel
p th
em
deve
lop
thei
r pe
rfor
man
ce.
7 Yo
u re
cogn
ise
the
achi
evem
ents
and
the
su
cces
s of
oth
ers.
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
8 Yo
u in
spir
e ot
hers
wit
h th
e ex
cite
men
t of
le
arni
ng.
9 Yo
u co
nfro
nt p
erfo
rman
ce iss
ues
and
reso
lve
them
dir
ectl
y w
ith
the
peop
le inv
olve
d.
10 Yo
u id
enti
fy c
lear
ly t
he v
alue
and
ben
efit
s to
pe
ople
of
a pr
opos
ed c
ours
e of
act
ion.
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Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
309
Unit 20: Initiate and follow disciplinary procedure
Unit code: D14
Unit credit: 6
Unit level: 6
Introduction
What this unit is about
This unit is about initiating and following your organisation’s disciplinary procedure in response to misconduct or unsatisfactory performance of a member of your team.
All employing organisations are required to have disciplinary and grievance procedures. As a minimum, these must meet the requirements laid down in relevant employment legislation. However, many organisations have developed more detailed and extensive disciplinary procedures and associated rules to reflect their specific contexts and requirements.
This unit describes the minimum standard of performance expected of managers when they are implementing disciplinary procedures in line with legal and organisational requirements. To meet this standard, managers need both sound technical knowledge of the procedures and well-developed cognitive and interpersonal skills.
Who is the unit for?
The unit is for line managers who have to deal with misconduct or unsatisfactory performance of members of their team. It is not designed for human resources specialists who are required to develop disciplinary procedures and provide specialist support to line managers who are implementing them.
Links to other units
This unit is linked to unit D15: Initiate and follow grievance procedure in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in implementing disciplinary procedure. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Analysing
Communicating
Decision-making
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
310
Empathising
Interviewing
Monitoring
Presenting information
Questioning
Reporting
Researching
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
fully
info
rmin
g in
divi
dual
s ab
out
the
stan
dard
s of
con
duct
and
per
form
ance
ex
pect
ed o
f th
em a
nd y
our
orga
nisa
tion
’s c
urre
nt p
roce
dure
for
dea
ling
wit
h m
isco
nduc
t or
un
sati
sfac
tory
per
form
ance
.
2 H
ow t
o ca
rry
out
inve
stig
atio
ns t
o es
tabl
ish
fact
s re
lati
ng t
o an
y m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
3 In
form
al a
ppro
ache
s to
dea
ling
wit
h ca
ses
of m
inor
mis
cond
uct
or u
nsat
isfa
ctor
y pe
rfor
man
ce,
and
whe
n th
is t
ype
of a
ppro
ach
is lik
ely
to r
esol
ve t
he s
itua
tion
eff
ecti
vely
.
4 The
dif
fere
nces
bet
wee
n m
isco
nduc
t, g
ross
mis
cond
uct
and
unsa
tisf
acto
ry p
erfo
rman
ce,
and
how
ea
ch s
houl
d be
han
dled
.
5 The
im
port
ance
of
follow
ing
your
org
anis
atio
n’s
form
al d
isci
plin
ary
proc
edur
e in
ser
ious
cas
es o
f m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
6 The
im
port
ance
of
com
mun
icat
ing
clea
rly,
con
cise
ly a
nd o
bjec
tive
ly,
and
how
to
do s
o.
7 H
ow t
o ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e di
scip
lina
ry p
roce
ss a
nd s
tore
the
se
conf
iden
tial
ly a
s lo
ng a
s, b
ut n
o lo
nger
tha
n, n
eces
sary
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1.
Indu
stry
/sec
tor
requ
irem
ents
for
sup
port
ing
indi
vidu
als
to im
prov
e th
eir
perf
orm
ance
.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s pr
oced
ures
for
dea
ling
wit
h m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
2 The
sta
ndar
ds o
f co
nduc
t an
d pe
rfor
man
ce e
xpec
ted
of ind
ivid
uals
.
3 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s, h
uman
res
ourc
es o
r le
gal sp
ecia
list
s.
4 The
lim
its
of y
our
own
know
ledg
e, s
kills
and
com
pete
nce.
5 Yo
ur o
rgan
isat
ion’
s po
licie
s an
d pr
oced
ures
for
kee
ping
ful
l an
d ac
cura
te r
ecor
ds.
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Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
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ears
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314
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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date
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book
— E
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Unit
20 (
D14):
Init
iate
and f
ollo
w d
isci
plinar
y pr
oced
ure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ke
ep ind
ivid
uals
ful
ly inf
orm
ed a
bout
the
sta
ndar
ds o
f co
nduc
t an
d pe
rfor
man
ce e
xpec
ted
of t
hem
and
you
r or
gani
sati
on’s
cur
rent
pro
cedu
re f
or d
ealing
wit
h m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
2 Se
ek s
uppo
rt f
rom
col
leag
ues
or h
uman
res
ourc
es o
r le
gal
spec
ialist
s on
any
asp
ects
of
impl
emen
ting
dis
cipl
inar
y pr
oced
ures
abo
ut w
hich
you
are
uns
ure.
3 Car
ry o
ut n
eces
sary
inv
esti
gati
ons
prom
ptly
to
esta
blis
h th
e fa
cts
rela
ting
to
any
mis
cond
uct
or u
nsat
isfa
ctor
y pe
rfor
man
ce.
4 Tak
e pr
even
tati
ve m
easu
res
to r
esol
ve iss
ues
and
deal
wit
h ca
ses
of m
inor
mis
cond
uct
or u
nsat
isfa
ctor
y pe
rfor
man
ce
info
rmal
ly,
whe
re y
ou c
onsi
der
that
an
info
rmal
app
roac
h is
lik
ely
to r
esol
ve t
he s
itua
tion
eff
ecti
vely
.
5 Fo
llow
you
r or
gani
sati
on’s
for
mal
dis
cipl
inar
y pr
oced
ure
in
seri
ous
case
s of
mis
cond
uct
or u
nsat
isfa
ctor
y pe
rfor
man
ce.
6 Ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e di
scip
lina
ry
proc
ess
and
stor
e th
ese
conf
iden
tial
ly a
s lo
ng a
s, b
ut n
o lo
nger
tha
n, n
eces
sary
.
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on E
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ited
201
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316
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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317
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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ited
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318
Unit
20 (
D14):
Init
iate
and f
ollo
w d
isci
plinar
y pr
oced
ure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
4 Yo
u gi
ve f
eedb
ack
to o
ther
s to
hel
p th
em im
prov
e th
eir
perf
orm
ance
.
5 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
6 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
7 Yo
u co
nsul
t w
ith
inte
rnal
and
/or
exte
rnal
exp
erts
w
hen
nece
ssar
y.
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e 1
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ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
319
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u sa
y no
to
unre
ason
able
req
uest
s.
9 Yo
u co
nfro
nt p
erfo
rman
ce iss
ues
and
reso
lve
them
di
rect
ly w
ith
the
peop
le inv
olve
d.
10 Yo
u ke
ep c
onfi
dent
ial in
form
atio
n se
cure
.
11 Yo
u w
ork
to d
evel
op a
n at
mos
pher
e of
pr
ofes
sion
alis
m a
nd m
utua
l su
ppor
t.
12 Yo
u ta
ke a
nd im
plem
ent
diff
icul
t an
d/or
unp
opul
ar
deci
sion
s, if
nece
ssar
y.
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
320
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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— C
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date
Log
book
— E
dexc
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4 in
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ent
at S
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F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
321
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
322
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
323
Unit 21: Initiate and follow grievance procedure
Unit code: D15
Unit credit: 6
Unit level: 6
Introduction
What this unit is about
This unit is about initiating and following your organisation’s grievance procedure in response to a concern, problem or complaint raised by a member of your team.
All employing organisations are required to have disciplinary and grievance procedures. As a minimum, these must meet the requirements laid down in relevant employment legislation. However, many organisations have developed more detailed and extensive grievance procedures to reflect their specific contexts and requirements.
This unit describes the minimum standard of performance expected of managers when they are implementing grievance procedures in line with legal and organisational requirements. To meet this standard, managers need both sound technical knowledge of the procedures and well-developed cognitive and interpersonal skills.
Who is the unit for?
The unit is for line managers who have to deal with potential or actual grievances raised by members of their team. It is not designed for human resources specialists who are required to develop grievance procedures and provide specialist support to line managers who are implementing them.
Links to other units
This unit is linked to unit D14: Initiate and follow disciplinary procedure in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
324
Skills
Listed below are the main generic ‘skills’ that need to be applied in implementing grievance procedure. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Assessing
Communicating
Decision-making
Empathising
Managing conflict
Presenting information
Questioning
Reporting
Researching
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
fully
info
rmin
g in
divi
dual
s ab
out
your
org
anis
atio
n’s
curr
ent
proc
edur
e fo
r ra
isin
g gr
ieva
nces
.
2 In
form
al a
ppro
ache
s to
dea
ling
wit
h co
ncer
ns,
prob
lem
s or
com
plai
nts
rais
ed w
ith
you,
and
whe
n th
is t
ype
of a
ppro
ach
is lik
ely
to r
esol
ve t
he s
itua
tion
eff
ecti
vely
.
3 The
im
port
ance
of
follow
ing
your
org
anis
atio
n’s
form
al g
riev
ance
pro
cedu
re,
and
whe
n to
do
so.
4 H
ow t
o co
nduc
t a
mee
ting
wit
h an
ind
ivid
ual to
dis
cuss
the
ir g
riev
ance
.
5 H
ow t
o in
vest
igat
e th
e gr
ieva
nce
fully.
6 The
im
port
ance
of
com
mun
icat
ing
clea
rly,
con
cise
ly a
nd o
bjec
tive
ly,
and
how
to
do s
o.
7 H
ow t
o ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e gr
ieva
nce
proc
ess
and
stor
e th
ese
conf
iden
tial
ly a
s lo
ng a
s, b
ut n
o lo
nger
tha
n, n
eces
sary
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or im
plem
enti
ng g
riev
ance
pro
cedu
res.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s pr
oced
ure
for
deal
ing
wit
h gr
ieva
nces
.
2 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s, h
uman
res
ourc
es o
r le
gal sp
ecia
list
s.
3 Yo
ur o
rgan
isat
ion’
s po
licie
s an
d pr
oced
ures
for
kee
ping
ful
l an
d ac
cura
te r
ecor
ds.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
326
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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andi
date
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book
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ent
at S
CQ
F Le
vel 9
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Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
327
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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date
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agem
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at S
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e 1
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anua
ry 2
012
© P
ears
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duca
tion
Lim
ited
201
2
328
Unit
21 (
D15):
Init
iate
and f
ollo
w g
riev
ance
pro
cedure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ke
ep ind
ivid
uals
ful
ly inf
orm
ed a
bout
you
r or
gani
sati
on’s
cu
rren
t pr
oced
ure
for
rais
ing
grie
vanc
es.
2 Se
ek s
uppo
rt f
rom
col
leag
ues
or h
uman
res
ourc
es o
r le
gal
spec
ialist
s on
any
asp
ects
of
impl
emen
ting
gri
evan
ce
proc
edur
es a
bout
whi
ch y
ou a
re u
nsur
e.
3 Id
enti
fy p
oten
tial
gri
evan
ces
and
take
pre
vent
ativ
e m
easu
res
to r
esol
ve iss
ues
whe
re p
ossi
ble.
4 If
an
indi
vidu
al r
aise
s a
conc
ern,
pro
blem
or
com
plai
nt
wit
h yo
u, s
eek
to r
esol
ve t
he s
itua
tion
inf
orm
ally
, if
you
co
nsid
er t
hat
an inf
orm
al a
ppro
ach
is lik
ely
to r
esol
ve t
he
situ
atio
n ef
fect
ivel
y.
5 Fo
llow
you
r or
gani
sati
on’s
for
mal
gri
evan
ce p
roce
dure
, if
an
ind
ivid
ual ra
ises
a g
riev
ance
wit
h yo
u in
wri
ting
.
6 Ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e gr
ieva
nce
proc
ess
and
stor
e th
ese
conf
iden
tial
ly a
s lo
ng a
s, b
ut n
o lo
nger
tha
n, n
eces
sary
.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
329
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
330
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
331
Unit
21 (
D15):
Init
iate
and f
ollo
w g
riev
ance
pro
cedure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
4 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
5 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
6 Yo
u co
nsul
t w
ith
inte
rnal
and
/or
exte
rnal
exp
erts
w
hen
nece
ssar
y.
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4 in
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ent
at S
CQ
F Le
vel 9
—
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e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
332
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
8 Yo
u ke
ep c
onfi
dent
ial in
form
atio
n se
cure
.
9 Yo
u pu
sh f
or c
oncr
ete
info
rmat
ion
in a
n am
bigu
ous
situ
atio
n.
10 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
333
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
334
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
335
Unit 22: Manage redundancies in your area of responsibility
Unit code: D16
Unit credit: 5
Unit level: 7
Introduction
What this unit is about
This unit is about managing situations when you are required to dismiss individuals who report to you for reasons of redundancy.
Due to closure or reorganisation of a business or changes in technology, working methods or trading patterns, it is sometimes necessary to make individuals redundant. The strategic decision-making and change- management processes leading to the redundancies are dealt with in other units.
This unit focuses on the sensitive and stressful function that line managers have to perform of dismissing some or all of their team members because of redundancies. This needs to be done fairly and strictly in line with your organisation’s policy and relevant legislation. It also requires strong interpersonal skills to treat those made redundant with consideration and compassion whilst ensuring that those remaining in employment are reassured.
Who is the unit for?
The unit is for line managers who have to dismiss individuals in their team for reasons of redundancy. It is not designed for senior managers who make the strategic decisions about the number of redundancies and the selection criteria, nor is it designed for human resources specialists who develop redundancy policies and plans and provide specialist support to line managers who are implementing them.
Links to other units
This unit is linked to unit B8: Ensure compliance with legal, regulatory, ethical and social requirements in the overall suite of National Occupational Standards for Management and Leadership. Human resource specialists should refer to the Personnel Standards P11: Develop a strategy and plan for managing changes in people resourcing and P33: Operate redundancy procedures, which describe their responsibilities.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
336
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing redundancies in your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Communicating
Empathising
Motivating
Reporting
Stress management
Valuing and supporting others
SV02
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date
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book
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VQ
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CQ
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
337
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
com
mun
icat
ing
info
rmat
ion
clea
rly,
con
cise
ly a
nd a
ccur
atel
y, a
nd h
ow t
o do
so.
2 H
ow t
o br
eak
new
s to
ind
ivid
uals
sel
ecte
d fo
r di
smis
sal fo
r re
ason
s of
red
unda
ncy
clea
rly,
co
nsid
erat
ely
and
conf
iden
tial
ly.
3 The
im
port
ance
of
prov
idin
g co
unse
llin
g bo
th f
or ind
ivid
uals
sel
ecte
d fo
r di
smis
sal fo
r re
ason
s of
re
dund
ancy
and
tho
se w
ho r
emai
n in
em
ploy
men
t, w
here
app
ropr
iate
.
4 The
im
port
ance
of
com
plyi
ng f
ully
wit
h yo
ur o
rgan
isat
ion’
s re
dund
ancy
pol
icy
and
rele
vant
le
gisl
atio
n th
roug
hout
the
pro
cess
.
5 The
im
port
ance
of
keep
ing
indi
vidu
als
who
rem
ain
in e
mpl
oym
ent
info
rmed
abo
ut t
he p
roce
ss,
wit
hout
bre
achi
ng c
onfi
dent
iality
, an
d ho
w t
o do
so
in w
ays
that
mai
ntai
n th
eir
conf
iden
ce a
nd
mor
ale.
6
How
to
keep
ful
l an
d ac
cura
te r
ecor
ds o
f th
e re
dund
ancy
pro
cess
and
sto
re t
hese
con
fide
ntia
lly
as
long
as,
but
no
long
er t
han,
nec
essa
ry.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or m
anag
ing
redu
ndan
cies
.
SV02
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agem
ent
at S
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
338
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
lim
its
of y
our
own
know
ledg
e, s
kills,
com
pete
nce
and
auth
orit
y.
2 Yo
ur o
rgan
isat
ion’
s re
dund
ancy
pol
icy
and
appe
als
proc
edur
e.
3 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s or
hum
an r
esou
rces
spe
cial
ists
.
4 The
rea
sons
why
it
is n
eces
sary
to
mak
e re
dund
anci
es.
5 The
num
bers
of
indi
vidu
als
bein
g di
smis
sed
for
reas
ons
of r
edun
danc
y.
6 The
met
hods
and
cri
teri
a fo
r se
lect
ing
indi
vidu
als
for
redu
ndan
cy.
7 The
pro
cess
and
tim
esca
les
for
the
redu
ndan
cies
.
8 The
met
hods
for
cal
cula
ting
any
red
unda
ncy
paym
ents
.
9 Any
con
sult
atio
n ab
out
the
redu
ndan
cies
tha
t ha
s ta
ken
plac
e w
ith
staf
f an
d th
eir
repr
esen
tati
ves.
10 Any
alt
erna
tive
em
ploy
men
t op
port
unit
ies
and
how
to
deci
de w
hich
opp
ortu
niti
es w
ould
be
appr
opri
ate
to o
ffer
to
indi
vidu
als.
11 Any
cou
nsel
ling
avai
labl
e fo
r in
divi
dual
s se
lect
ed f
or d
ism
issa
l fo
r re
ason
s of
red
unda
ncy
or f
or t
hose
w
ho r
emai
n in
em
ploy
men
t.
12 Yo
ur o
rgan
isat
ion’
s po
licie
s an
d pr
oced
ures
for
kee
ping
ful
l an
d ac
cura
te r
ecor
ds.
13 Y
our
orga
nisa
tion
’s c
onfi
dent
ialit
y po
licie
s an
d pr
oced
ures
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
339
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
340
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
341
Unit
22 (
D16):
Man
age
redundan
cies
in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
P
erf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Se
ek s
uppo
rt f
rom
col
leag
ues
or h
uman
res
ourc
es
spec
ialist
s on
any
asp
ects
of
man
agin
g re
dund
anci
es
abou
t w
hich
you
are
uns
ure.
2 Pr
ovid
e pe
ople
in
your
are
a of
res
pons
ibilit
y w
ith
full,
clea
r an
d ac
cura
te inf
orm
atio
n on
:
your
org
anis
atio
n’s
redu
ndan
cy p
olic
y an
d an
y ap
peal
s pr
oced
ure
th
e re
ason
s w
hy it
is n
eces
sary
to
mak
e re
dund
anci
es
an
y co
nsul
tati
on a
bout
the
red
unda
ncie
s w
hich
ha
s ta
ken
plac
e w
ith
staf
f an
d th
eir
repr
esen
tati
ves
th
e nu
mbe
r of
ind
ivid
uals
bei
ng d
ism
isse
d fo
r re
ason
s of
red
unda
ncy
th
e m
etho
ds a
nd c
rite
ria
used
to
sele
ct
indi
vidu
als
for
redu
ndan
cy
an
y al
tern
ativ
e em
ploy
men
t op
port
unit
ies
and/
or c
ouns
elling
ava
ilab
le
th
e pr
oces
s an
d ti
mes
cale
for
the
red
unda
ncie
s
the
met
hod
of c
alcu
lati
ng a
ny r
edun
danc
y pa
ymen
ts.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
342
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
3 Br
eak
the
new
s to
ind
ivid
uals
sel
ecte
d fo
r di
smis
sal
for
reas
ons
of r
edun
danc
y cl
earl
y, c
onsi
dera
tely
and
co
nfid
enti
ally
.
4 Ke
ep ind
ivid
uals
who
rem
ain
in e
mpl
oym
ent
info
rmed
ab
out
the
proc
ess,
wit
hout
bre
achi
ng c
onfi
dent
iality
, in
way
s th
at m
aint
ain
thei
r co
nfid
ence
and
mor
ale.
5 Com
ply
fully
wit
h yo
ur o
rgan
isat
ion’
s re
dund
ancy
po
licy
and
rel
evan
t le
gisl
atio
n th
roug
hout
the
pr
oces
s.
6 Ke
ep f
ull an
d ac
cura
te r
ecor
ds o
f th
e re
dund
ancy
pr
oces
s an
d st
ore
thes
e co
nfid
enti
ally
as
long
as,
but
no
lon
ger
than
, ne
cess
ary.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
343
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
344
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
345
Unit
22 (
D16):
Man
age
redundan
cies
in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
2 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
3 Yo
u sh
ow e
mpa
thy
wit
h ot
hers
’ ne
eds,
fee
ling
s an
d m
otiv
atio
ns a
nd t
ake
an a
ctiv
e in
tere
st in
thei
r co
ncer
ns.
4 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
5 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
6 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
7 Yo
u ac
t to
uph
old
indi
vidu
als’
rig
hts.
8 Yo
u ke
ep c
onfi
dent
ial in
form
atio
n se
cure
.
9 Yo
u m
odel
beh
avio
ur t
hat
show
s re
spec
t, h
elpf
ulne
ss
and
coop
erat
ion.
10 Yo
u im
plem
ent
diff
icul
t an
d/or
unp
opul
ar d
ecis
ions
, if
nec
essa
ry.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
346
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
347
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
349
Unit 23: Manage finance for your area of responsibility
Unit code: E2
Unit credit: 14
Unit level: 8
Introduction
What this unit is about
This unit is about managing finance in order to achieve the stated objectives for your area of responsibility. It involves developing and agreeing a master budget for your area and using this to monitor, evaluate and control performance and take action to deal with identified variances. Delegating responsibility for budgets for clearly defined activities is a key aspect of this unit.
The ‘area of responsibility’ may be, for example, a branch or department or functional area or an operating site within an organisation.
Who is the unit for?
The unit is recommended for middle managers.
Links to other units
This unit is linked to units B1: Develop and implement operational plans for your area of responsibility, E1: Manage a budget, and E8: Manage physical resources in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing finance for your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Decision-making
Questioning
Consulting
Monitoring
Assessing
Delegating
Acting assertively
Valuing and supporting others
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
350
Negotiating
Contingency-planning
Information management
Problem-solving
Thinking systematically
Leadership
Motivating
Planning
Prioritising
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
pur
pose
s of
bud
geta
ry s
yste
ms.
2 The
im
port
ance
of
agre
eing
fin
anci
al r
espo
nsib
iliti
es,
incl
udin
g th
e lim
its
of y
our
auth
orit
y, f
or y
our
area
wit
h th
ose
you
repo
rt t
o.
3 W
here
to
get
and
how
to
eval
uate
the
ava
ilab
le f
inan
cial
inf
orm
atio
n in
ord
er t
o be
abl
e to
pre
pare
a
real
isti
c m
aste
r bu
dget
for
you
r ar
ea.
4 The
im
port
ance
of
taki
ng a
ccou
nt o
f th
e ob
ject
ives
and
ass
ocia
ted
plan
s of
you
r ar
ea in
deve
lopi
ng
and
oper
atin
g th
e m
aste
r bu
dget
.
5 H
ow t
o id
enti
fy o
ppor
tuni
ties
and
del
egat
e re
spon
sibi
lity
for
bud
gets
.
6 The
im
port
ance
of
cons
ulti
ng w
ith
collea
gues
in
iden
tify
ing
prio
riti
es,
pote
ntia
l pr
oble
ms
and
risk
s an
d ge
nera
lly
prep
arin
g th
e bu
dget
for
you
r ar
ea.
7 H
ow t
o di
scus
s, n
egot
iate
and
con
firm
bud
gets
wit
h co
llea
gues
in
your
are
a an
d w
ith
peop
le w
ho
cont
rol th
e fi
nanc
e an
d th
e ke
y fa
ctor
s th
at s
houl
d be
cov
ered
.
8 H
ow t
o es
tabl
ish
syst
ems
to m
onit
or a
nd e
valu
ate
perf
orm
ance
aga
inst
bud
gets
.
9 The
im
port
ance
of
cont
inge
ncy
plan
s an
d th
e ty
pe o
f co
ntin
genc
ies
that
may
occ
ur.
10 The
mai
n ca
uses
of
vari
ance
s an
d ho
w t
o id
enti
fy t
hem
.
11 W
hat
diff
eren
t ty
pes
of c
orre
ctiv
e ac
tion
cou
ld b
e ta
ken
to a
ddre
ss ide
ntif
ied
vari
ance
s.
12 The
im
port
ance
of
agre
eing
rev
isio
ns t
o th
e bu
dget
and
com
mun
icat
ing
the
chan
ges.
13 The
im
port
ance
of
prov
idin
g re
gula
r in
form
atio
n on
the
fin
anci
al p
erfo
rman
ce o
f yo
ur a
rea
to
rele
vant
peo
ple
and
wha
t th
ey m
ight
wan
t to
kno
w.
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tion
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ited
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352
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
14 The
pur
pose
s of
bud
geta
ry s
yste
ms.
15 The
im
port
ance
of
agre
eing
fin
anci
al r
espo
nsib
iliti
es,
incl
udin
g th
e lim
its
of y
our
auth
orit
y, f
or y
our
area
wit
h th
ose
you
repo
rt t
o.
16 W
here
to
get
and
how
to
eval
uate
the
ava
ilab
le f
inan
cial
inf
orm
atio
n in
ord
er t
o be
abl
e to
pre
pare
a
real
isti
c m
aste
r bu
dget
for
you
r ar
ea.
17 The
im
port
ance
of
taki
ng a
ccou
nt o
f th
e ob
ject
ives
and
ass
ocia
ted
plan
s of
you
r ar
ea in
deve
lopi
ng
and
oper
atin
g th
e m
aste
r bu
dget
.
18 H
ow t
o id
enti
fy o
ppor
tuni
ties
and
del
egat
e re
spon
sibi
lity
for
bud
gets
.
19 The
im
port
ance
of
cons
ulti
ng w
ith
collea
gues
in
iden
tify
ing
prio
riti
es,
pote
ntia
l pr
oble
ms
and
risk
s an
d ge
nera
lly
prep
arin
g th
e bu
dget
for
you
r ar
ea.
20 H
ow t
o di
scus
s, n
egot
iate
and
con
firm
bud
gets
wit
h co
llea
gues
in
your
are
a an
d w
ith
peop
le w
ho
cont
rol th
e fi
nanc
e an
d th
e ke
y fa
ctor
s th
at s
houl
d be
cov
ered
.
21 H
ow t
o es
tabl
ish
syst
ems
to m
onit
or a
nd e
valu
ate
perf
orm
ance
aga
inst
bud
gets
.
22 The
im
port
ance
of
cont
inge
ncy
plan
s an
d th
e ty
pe o
f co
ntin
genc
ies
that
may
occ
ur.
23 The
mai
n ca
uses
of
vari
ance
s an
d ho
w t
o id
enti
fy t
hem
.
24 W
hat
diff
eren
t ty
pes
of c
orre
ctiv
e ac
tion
cou
ld b
e ta
ken
to a
ddre
ss ide
ntif
ied
vari
ance
s.
25 The
im
port
ance
of
agre
eing
rev
isio
ns t
o th
e bu
dget
and
com
mun
icat
ing
the
chan
ges.
26 The
im
port
ance
of
prov
idin
g re
gula
r in
form
atio
n on
the
fin
anci
al p
erfo
rman
ce o
f yo
ur a
rea
to
rele
vant
peo
ple
and
wha
t th
ey m
ight
wan
t to
kno
w.
27 Typ
es o
f fr
audu
lent
act
ivit
ies
and
how
to
iden
tify
the
m.
28 H
ow t
o en
cour
age
collea
gues
to
thin
k ab
out
way
s of
red
ucin
g ex
pend
itur
e an
d in
crea
sing
inc
ome.
29
How
to
revi
ew t
he f
inan
cial
per
form
ance
of
your
are
a ag
ains
t th
e st
ated
obj
ecti
ves.
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353
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Fa
ctor
s, p
roce
sses
and
tre
nds
that
are
lik
ely
to a
ffec
t fi
nanc
ial m
anag
emen
t in
you
r in
dust
ry/s
ecto
r.
2 Le
gal,
reg
ulat
ory
and
ethi
cal re
quir
emen
ts in
the
indu
stry
/sec
tor.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
sco
pe a
nd n
atur
e of
you
r ar
ea o
f re
spon
sibi
lity
inc
ludi
ng t
he v
isio
n, o
bjec
tive
s an
d op
erat
iona
l pl
ans.
2 Yo
ur f
inan
cial
res
pons
ibili
ties
, in
clud
ing
the
lim
its
of y
our
auth
orit
y.
3 The
peo
ple
you
repo
rt t
o in
you
r or
gani
sati
on.
4 Fi
nanc
ial in
form
atio
n av
aila
ble
in y
our
orga
nisa
tion
.
5 Act
ivit
ies
for
whi
ch b
udge
ts h
ave
been
del
egat
ed.
6 The
bud
geti
ng p
erio
d(s)
use
d in
you
r or
gani
sati
on.
7 O
rgan
isat
iona
l gu
idel
ines
and
pro
cedu
res
for
the
prep
arat
ion
and
appr
oval
of
budg
ets
and
for
mon
itor
ing
and
repo
rtin
g of
per
form
ance
aga
inst
bud
gets
and
rev
isin
g bu
dget
s.
8 The
agr
eed
mas
ter
budg
et f
or y
our
area
, in
clud
ing
dele
gate
d bu
dget
s.
9 Sy
stem
s es
tabl
ishe
d fo
r m
anag
ing
and
eval
uati
ng p
erfo
rman
ce a
gain
st b
udge
ts.
10 Con
ting
ency
pla
ns p
ut in
plac
e.
11 W
hat
to d
o an
d w
ho t
o co
ntac
t if
you
sus
pect
fra
ud h
as b
een
com
mit
ted.
12 W
ho n
eeds
inf
orm
atio
n on
the
fin
anci
al p
erfo
rman
ce o
f yo
ur a
rea,
wha
t in
form
atio
n th
ey n
eed,
w
hen
they
nee
d it
and
in
wha
t fo
rmat
.
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012
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ited
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354
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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355
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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book
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anua
ry 2
012
© P
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ited
201
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356
Unit
23 (
E2):
Man
age
finan
ce f
or y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Con
firm
you
r fi
nanc
ial re
spon
sibi
liti
es,
incl
udin
g th
e lim
its
of y
our
auth
orit
y, w
ith
thos
e yo
u re
port
to.
2 G
athe
r an
d ev
alua
te a
vailab
le f
inan
cial
inf
orm
atio
n an
d th
e ob
ject
ives
and
ass
ocia
ted
plan
s fo
r yo
ur a
rea
and
cons
ult
wit
h co
llea
gues
to
iden
tify
pri
orit
ies,
pot
enti
al
prob
lem
s an
d ri
sks.
3 Id
enti
fy a
nd m
ake
use
of o
ppor
tuni
ties
to
dele
gate
re
spon
sibi
lity
for
bud
gets
for
cle
arly
def
ined
act
ivit
ies
to
collea
gues
in
your
are
a, p
rovi
ding
the
m w
ith
the
requ
ired
on
goin
g su
ppor
t an
d re
sour
ces.
4 D
iscu
ss a
nd,
if a
ppro
pria
te,
nego
tiat
e de
lega
ted
budg
ets
wit
h co
llea
gues
and
agr
ee p
rovi
sion
al b
udge
ts.
5 Con
sult
on
and
deve
lop
a re
alis
tic
mas
ter
budg
et f
or y
our
area
and
sub
mit
it
to t
he r
elev
ant
peop
le in
the
orga
nisa
tion
for
app
rova
l an
d to
ass
ist
the
over
all
fina
ncia
l pl
anni
ng p
roce
ss.
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ears
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duca
tion
Lim
ited
201
2
357
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 D
iscu
ss a
nd,
if a
ppro
pria
te,
nego
tiat
e th
e pr
opos
ed m
aste
r bu
dget
for
you
r ar
ea w
ith
the
rele
vant
peo
ple
in t
he
orga
nisa
tion
and
com
mun
icat
e th
e fi
nal bu
dget
to
collea
gues
in
your
are
a.
7 Es
tabl
ish
syst
ems
to m
onit
or a
nd e
valu
ate
perf
orm
ance
ag
ains
t de
lega
ted
budg
ets
and
the
mas
ter
budg
et a
nd p
ut
cont
inge
ncy
plan
s in
pla
ce.
8 Id
enti
fy t
he c
ause
s of
any
sig
nifi
cant
var
ianc
es b
etw
een
wha
t w
as b
udge
ted
for
and
wha
t ac
tual
ly h
appe
ned
and
disc
uss
and
ensu
re p
rom
pt c
orre
ctiv
e ac
tion
is
take
n,
obta
inin
g ag
reem
ent
from
the
rel
evan
t pe
ople
if
requ
ired
.
9 Pr
opos
e re
visi
ons
to t
he m
aste
r bu
dget
, if
nec
essa
ry,
in
resp
onse
to
vari
ance
s an
d/or
sig
nifi
cant
or
unfo
rese
en
deve
lopm
ents
and
dis
cuss
and
agr
ee t
he r
evis
ions
wit
h th
e re
leva
nt p
eopl
e.
10 Pr
ovid
e on
goin
g in
form
atio
n on
the
fin
anci
al p
erfo
rman
ce
of y
our
area
to
rele
vant
peo
ple
in y
our
orga
nisa
tion
.
11 Adv
ise
the
rele
vant
peo
ple
as s
oon
as p
ossi
ble
if y
ou h
ave
iden
tifi
ed e
vide
nce
of a
ny p
oten
tial
ly f
raud
ulen
t ac
tivi
ties
.
12 En
cour
age
collea
gues
in
your
are
a to
thi
nk a
bout
and
id
enti
fy w
ays
of r
educ
ing
expe
ndit
ure
and
incr
easi
ng
inco
me,
sel
ecti
ng a
nd p
ursu
ing
thos
e id
eas
whi
ch h
ave
pote
ntia
l fo
r im
plem
enta
tion
.
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book
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4 in
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at S
CQ
F Le
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
358
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
13 Rev
iew
the
fin
anci
al p
erfo
rman
ce o
f yo
ur a
rea,
par
ticu
larl
y in
rel
atio
n to
ach
ieve
men
t of
the
sta
ted
obje
ctiv
es,
and
iden
tify
im
prov
emen
ts f
or t
he f
utur
e.
SV02
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date
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book
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4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
359
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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agem
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at S
CQ
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vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
360
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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date
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book
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at S
CQ
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vel 9
—
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
361
Unit
23 (
E2):
Man
age
finan
ce f
or y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
2 Yo
u ar
e vi
gila
nt f
or p
oten
tial
ris
ks.
3 Yo
u de
velo
p sy
stem
s to
gat
her
and
man
age
info
rmat
ion
and
know
ledg
e ef
fect
ivel
y, e
ffic
ient
ly
and
ethi
cally.
4 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
th
em t
o ac
coun
t.
5 Yo
u re
spon
d qu
ickl
y to
cri
ses
and
prob
lem
s w
ith
a pr
opos
ed c
ours
e of
act
ion.
6 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
SV02
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
362
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
mak
e be
st
use
of t
ime
and
reso
urce
s.
8 Yo
u us
e co
mm
unic
atio
n st
yles
tha
t ar
e ap
prop
riat
e to
di
ffer
ent
peop
le a
nd s
itua
tion
s.
9 Yo
u ta
ke a
nd im
plem
ent
diff
icul
t an
d/or
unp
opul
ar
deci
sion
s, if
nece
ssar
y.
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
363
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
364
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
365
Unit 24: Obtain additional finance for the organisation
Unit code: E3
Unit credit: 18
Unit level: 10
Introduction
What this unit is about
This unit is about identifying the need for and obtaining additional finance to fund the organisation’s proposed activities. The organisation may already be generating some surplus income through the ongoing supply of its products and/or services. This may be insufficient, however, to fund activities such as investment in new equipment or proposed changes to products and/or services and it is in instances such as these where additional finance might be required.
A key aspect of this unit is identifying types of finance and funding providers which are appropriate to the particular needs of the organisation.
Whilst you would be expected to draw on the expertise of financial specialists, you are not expected to be a financial specialist yourself.
For the purposes of this unit, an ‘organisation’ can mean a self-contained entity such as a private sector company, a charity or a local authority, or a significant operating unit, with a relative degree of autonomy, within a larger organisation.
Who is the unit for?
The unit is recommended for senior managers.
Links to other units
This unit is linked to units B3: Develop a strategic business plan for your organisation and B4: Put the strategic business plan into action in the overall suite of National Occupational Standards for Management and Leadership.
If your organisation is a small firm, you should look at unit G3: Get finance for the business, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or at the SFEDI website (www.sfedi.co.uk).
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
366
Skills
Listed below are the main generic ‘skills’ that need to be applied in obtaining additional finance for the organisation. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Thinking strategically
Questioning
Information management
Evaluating
Presenting information
Communicating
Decision-making
Risk management
Prioritising
Contingency-planning
Monitoring
Involving others
Planning
Forecasting
Influencing and persuading
Problem-solving
Leadership
Reviewing
Negotiating
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 W
hy o
rgan
isat
ions
mig
ht n
eed
addi
tion
al f
inan
ce f
or t
heir
pro
pose
d ac
tivi
ties
.
2 W
here
to
obta
in a
nd h
ow t
o ev
alua
te inf
orm
atio
n in
ord
er t
o id
enti
fy a
n or
gani
sati
on’s
req
uire
men
t fo
r ad
diti
onal
fin
ance
.
3 So
urce
s of
spe
cial
ist
fina
ncia
l ex
pert
ise
and
how
to
mak
e ef
fect
ive
use
of t
hem
.
4 D
iffe
rent
typ
es o
f fi
nanc
e.
5 D
iffe
rent
pro
vide
rs o
f fi
nanc
e.
6 H
ow t
o ev
alua
te t
he c
osts
, be
nefi
ts a
nd r
isks
of
diff
eren
t ty
pes
and
prov
ider
s of
fin
ance
.
7 Cri
teri
a fo
r se
lect
ing
type
s an
d pr
ovid
ers
of f
inan
ce w
hich
are
app
ropr
iate
to
orga
nisa
tion
al n
eeds
an
d th
e vi
ews
of s
take
hold
ers.
8 The
im
port
ance
of
risk
in
obta
inin
g ad
diti
onal
fin
ance
and
way
s in
whi
ch t
he lev
el o
f ri
sk c
an b
e id
enti
fied
and
man
aged
.
9 H
ow t
o w
ork
out
the
full c
ost
of o
btai
ning
fin
ance
fro
m p
rovi
ders
.
10 The
im
port
ance
of
cons
ulti
ng w
ith
rele
vant
peo
ple
in t
he o
rgan
isat
ion
and
key
stak
ehol
ders
on
prop
osal
s an
d re
com
men
dati
ons
for
obta
inin
g ad
diti
onal
fin
ance
.
11 The
im
port
ance
of
subm
itti
ng c
lear
pro
posa
ls o
r bi
ds o
r ap
plic
atio
ns t
o po
tent
ial pr
ovid
ers
of
fina
nce
and
allo
win
g su
ffic
ient
tim
e fo
r th
eir
subm
issi
on a
nd c
onsi
dera
tion
.
12 The
typ
e of
for
mal
agr
eem
ents
tha
t sh
ould
be
put
in p
lace
wit
h pr
ovid
ers
of f
inan
ce a
nd w
hat
they
sh
ould
cov
er.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
368
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
13 The
typ
e of
act
ions
tha
t m
ight
nee
d to
be
take
n in
the
eve
nt o
f a
shor
tfal
l in
add
itio
nal fu
ndin
g.
14 W
hy it
is n
eces
sary
to
put
cont
inge
ncy
plan
s in
pla
ce in
rela
tion
to
obta
inin
g ad
diti
onal
fin
ance
and
th
e ty
pe o
f co
ntin
genc
ies
that
mig
ht o
ccur
.
15 H
ow t
o m
onit
or t
he e
ffec
tive
ness
of
agre
emen
ts p
ut in
plac
e fo
r pr
ovid
ing
addi
tion
al f
inan
ce.
16 The
cha
nges
tha
t m
ight
nee
d to
be
mad
e to
agr
eem
ents
for
add
itio
nal fi
nanc
e.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 The
typ
es a
nd p
rovi
ders
of
fina
nce
that
ten
d to
be
used
in
your
ind
ustr
y or
sec
tor,
and
why
the
y ar
e pr
efer
red.
2 G
uide
line
s an
d co
des
of p
ract
ice
and
any
legi
slat
ive,
reg
ulat
ory
and
ethi
cal re
quir
emen
ts in
rela
tion
to
typ
es a
nd p
rovi
ders
of
fund
ing
in y
our
indu
stry
or
sect
or.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
vis
ion,
obj
ecti
ves
and
plan
s of
the
org
anis
atio
n.
2 The
pro
pose
d ac
tivi
ties
of
the
orga
nisa
tion
, in
clud
ing
thos
e w
hich
req
uire
add
itio
nal fi
nanc
e.
3 The
org
anis
atio
n’s
stak
ehol
ders
and
the
ir v
iew
s in
rel
atio
n to
the
fin
anci
ng o
f th
e or
gani
sati
on’s
ac
tivi
ties
.
4 The
cur
rent
typ
es a
nd p
rovi
ders
of
fina
nce
used
by
the
orga
nisa
tion
and
oth
er p
oten
tial
typ
es a
nd
prov
ider
s of
fin
ance
and
the
ir a
ssoc
iate
d co
sts,
ben
efit
s an
d ri
sks.
5 The
par
ticu
lar
need
s of
the
org
anis
atio
n in
ter
ms
of s
ecur
ing
addi
tion
al f
inan
ce,
incl
udin
g th
e or
gani
sati
on’s
att
itud
e to
ris
k.
6
Rel
evan
t pe
ople
in
the
orga
nisa
tion
and
any
key
sta
keho
lder
s w
ho s
houl
d be
con
sult
ed o
n pr
opos
als
and
reco
mm
enda
tion
s fo
r ob
tain
ing
addi
tion
al f
inan
ce.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
369
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
7 Pr
opos
als
or b
ids
or a
pplica
tion
s su
bmit
ted
to p
rovi
ders
of
fina
nce
and
how
the
y ha
ve b
een
prog
ress
ed.
8 Fo
rmal
agr
eem
ents
wit
h pr
ovid
ers
of a
ddit
iona
l fi
nanc
e to
the
org
anis
atio
n.
9 The
con
ting
ency
pla
ns t
hat
have
bee
n pu
t in
pla
ce in
rela
tion
to
addi
tion
al f
inan
ce.
10 The
spe
cial
ist
fina
ncia
l ex
pert
ise
curr
entl
y us
ed b
y yo
ur o
rgan
isat
ion
and
othe
r po
tent
ial so
urce
s of
ex
pert
ise.
11
The
sys
tem
s in
pla
ce f
or m
onit
orin
g th
e ef
fect
iven
ess
of t
he a
gree
men
ts f
or a
ddit
iona
l fi
nanc
e an
d id
enti
fyin
g ch
ange
s to
agr
eem
ents
and
im
prov
emen
ts f
or t
he f
utur
e.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
370
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
371
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
372
Unit
24 (
E3):
Obta
in a
ddit
ional
fin
ance
for
the
orga
nis
atio
n
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy t
he a
ddit
iona
l fi
nanc
e re
quir
ed t
o fu
nd t
he
orga
nisa
tion
’s p
ropo
sed
acti
viti
es.
2 Se
ek a
nd m
ake
effe
ctiv
e us
e of
spe
cial
ist
fina
ncia
l ex
pert
ise.
3 Ev
alua
te t
he c
osts
, be
nefi
ts a
nd r
isks
of
the
curr
ent
type
s an
d pr
ovid
ers
of f
inan
ce u
sed
by t
he o
rgan
isat
ion
and
othe
r po
tent
ial ty
pes
and
prov
ider
s of
fin
ance
.
4 Se
lect
the
typ
es o
f fi
nanc
e w
hich
are
mos
t ap
prop
riat
e to
th
e ne
eds
of t
he o
rgan
isat
ion,
tak
ing
acco
unt
of lev
els
of
acce
ptab
le r
isk
and
view
s of
sta
keho
lder
s, a
nd ide
ntif
y po
ssib
le p
rovi
ders
.
5 Pr
esen
t fu
lly-
cost
ed p
ropo
sals
and
rec
omm
enda
tion
s fo
r ob
tain
ing
addi
tion
al f
inan
ce t
o re
leva
nt p
eopl
e in
the
or
gani
sati
on a
nd,
whe
re a
ppro
pria
te,
any
key
stak
ehol
ders
, an
d di
scus
s an
d ag
ree
on p
oten
tial
pro
vide
rs o
f fi
nanc
e.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
373
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 En
sure
tim
ely
subm
issi
on o
f cl
ear
prop
osal
s or
bid
s or
ap
plic
atio
ns t
o po
tent
ial pr
ovid
ers
of f
inan
ce a
nd s
eek
regu
lar
upda
tes
on p
rogr
ess.
7 Pu
t fo
rmal
agr
eem
ents
in
plac
e w
ith
prov
ider
s fo
r ag
reed
am
ount
s of
fin
ance
at
agre
ed t
imes
and
, as
app
ropr
iate
, ag
reed
cos
ts a
nd r
epay
men
t sc
hedu
les.
8 Id
enti
fy a
ny s
hort
fall in
the
leve
l of
add
itio
nal fu
ndin
g ob
tain
ed a
nd t
ake
appr
opri
ate
acti
on.
9 Pu
t co
ntin
genc
y pl
ans
in p
lace
to
deal
wit
h an
y pr
oble
ms
in
the
addi
tion
al f
inan
ce b
eing
mad
e av
aila
ble
and
any
chan
ges
to t
he lev
el o
f ad
diti
onal
fin
ance
req
uire
d.
10 M
onit
or t
he e
ffec
tive
ness
of
the
agre
emen
ts f
or p
rovi
ding
ad
diti
onal
fin
ance
, id
enti
fyin
g an
d m
akin
g ch
ange
s w
here
ne
cess
ary
and
iden
tify
ing
impr
ovem
ents
for
the
fut
ure.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
374
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
375
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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Unit
24 (
E3):
Obta
in a
ddit
ional
fin
ance
for
the
orga
nis
atio
n
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
flec
t re
gula
rly
on y
our
own
and
othe
rs’
expe
rien
ces,
and
use
the
se t
o in
form
fut
ure
acti
on.
2 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
3 Yo
u sh
ow s
ensi
tivi
ty t
o st
akeh
olde
rs’
need
s an
d in
tere
sts
and
man
age
thes
e ef
fect
ivel
y.
4 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
5 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
6 Yo
u id
enti
fy a
nd w
ork
wit
h pe
ople
and
org
anis
atio
ns
that
can
pro
vide
sup
port
for
you
r w
ork.
7 Yo
u co
nstr
ucti
vely
cha
llen
ge t
he s
tatu
s qu
o an
d se
ek
bett
er a
lter
nati
ves.
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u ar
e vi
gila
nt f
or p
oten
tial
ris
ks.
9 Yo
u id
enti
fy a
nd r
aise
eth
ical
con
cern
s.
10 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly a
nd
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
11 Yo
u w
ork
to a
cle
arly
def
ined
vis
ion
of t
he f
utur
e.
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ears
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tion
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ited
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378
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
ry 2
012
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ears
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tion
Lim
ited
201
2
379
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
380
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
381
Unit 25: Ensure health and safety requirements are met in your area of responsibility
Unit code: E6
Unit credit: 11
Unit level: 7
Introduction
What this unit is about
This unit is concerned with managing the overall health and safety process in your area of responsibility. It is intended to go beyond meeting health and safety legislation and move towards a situation where health and safety considerations are firmly embedded in the planning and decision-making processes and the ‘culture’ of your area of responsibility.
The ‘area of responsibility’ may be, for example, a branch or department or functional area or an operating site within an organisation.
Who is the unit for?
The unit is recommended for first-line managers and middle managers.
Links to other units
This unit is linked to units D6: Allocate and monitor the progress and quality of work in your area of responsibility, E5: Ensure your own actions reduce risks to health and safety, E7: Ensure an effective organisational approach to health and safety and E8: Manage physical resources in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in ensuring health and safety requirements are met in your area of responsibility. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information.
Consulting
Information management
Decision-making
Involving others
Questioning
Thinking systematically
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
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Monitoring
Leadership
Communicating
Reviewing
Presenting information
Prioritising
Reporting
Planning
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 W
hy h
ealt
h an
d sa
fety
in
the
wor
kpla
ce is
impo
rtan
t.
2 H
ow a
nd w
here
to
iden
tify
you
r pe
rson
al r
espo
nsib
ilit
ies
and
liab
ilit
ies
unde
r he
alth
and
saf
ety
legi
slat
ion.
3 H
ow t
o ke
ep u
p w
ith
legi
slat
ive
and
othe
r de
velo
pmen
ts r
elat
ing
to h
ealt
h an
d sa
fety
.
4 The
req
uire
men
t fo
r or
gani
sati
ons
to h
ave
a w
ritt
en h
ealt
h an
d sa
fety
pol
icy
stat
emen
t.
5 H
ow t
o co
mm
unic
ate
the
wri
tten
hea
lth
and
safe
ty p
olic
y st
atem
ent
to p
eopl
e w
ho w
ork
in y
our
area
of
resp
onsi
bilit
y an
d ot
her
rele
vant
par
ties
.
6 H
ow a
nd w
hen
to r
evie
w t
he a
pplica
tion
of
the
wri
tten
hea
lth
and
safe
ty p
olic
y st
atem
ent
in y
our
area
of
resp
onsi
bility
and
pro
duce
/pro
vide
fin
ding
s to
inf
orm
dev
elop
men
t.
7 H
ow a
nd w
hen
to c
onsu
lt w
ith
peop
le in
your
are
a of
res
pons
ibilit
y or
the
ir r
epre
sent
ativ
es o
n he
alth
and
saf
ety
issu
es.
8 So
urce
s of
spe
cial
ist
expe
rtis
e in
rel
atio
n to
hea
lth
and
safe
ty.
9 W
ays
of d
evel
opin
g a
cult
ure
in y
our
area
of
resp
onsi
bility
whi
ch p
uts
heal
th a
nd s
afet
y fi
rst.
10 The
typ
e of
haz
ards
and
ris
ks t
hat
may
ari
se in
rela
tion
to
heal
th a
nd s
afet
y –
how
to
esta
blis
h an
d us
e sy
stem
s fo
r id
enti
fyin
g ha
zard
s an
d as
sess
ing
risk
s an
d th
e ty
pe o
f ac
tion
s th
at s
houl
d be
tak
en
to c
ontr
ol o
r el
imin
ate
them
.
11 H
ow t
o es
tabl
ish
syst
ems
for
mon
itor
ing,
mea
suri
ng a
nd r
epor
ting
on
heal
th a
nd s
afet
y pe
rfor
man
ce
in y
our
area
of
resp
onsi
bilit
y.
12 W
hy a
nd h
ow h
ealt
h an
d sa
fety
sho
uld
info
rm p
lann
ing
and
deci
sion
-mak
ing.
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ears
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duca
tion
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ited
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
13 The
im
port
ance
of
sett
ing
a go
od e
xam
ple
to o
ther
s in
rel
atio
n to
hea
lth
and
safe
ty.
14 The
typ
e of
res
ourc
es r
equi
red
to d
eal w
ith
heal
th a
nd s
afet
y is
sues
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Se
ctor
-spe
cifi
c le
gisl
atio
n, r
egul
atio
ns,
guid
elin
es a
nd c
odes
of
prac
tice
rel
atin
g to
hea
lth
and
safe
ty.
2 H
ealt
h an
d sa
fety
ris
ks,
issu
es a
nd d
evel
opm
ents
whi
ch a
re p
arti
cula
r to
the
ind
ustr
y or
sec
tor.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 O
ther
rel
evan
t pa
rtie
s w
ith
an int
eres
t in
hea
lth
and
safe
ty in
your
are
a of
res
pons
ibilit
y.
2 The
org
anis
atio
n’s
wri
tten
hea
lth
and
safe
ty p
olic
y st
atem
ent
and
how
it
is c
omm
unic
ated
to
peop
le w
ho
wor
k fo
r th
e or
gani
sati
on,
peop
le in
your
are
a an
d to
oth
er r
elev
ant
part
ies.
3 So
urce
s of
spe
cial
ist
heal
th a
nd s
afet
y ex
pert
ise
used
in
your
are
a of
res
pons
ibili
ty.
4 The
ope
rati
onal
pla
ns f
or y
our
area
of
resp
onsi
bilit
y.
5 The
res
ourc
es a
lloc
ated
to
and
acro
ss y
our
area
of
resp
onsi
bilit
y fo
r he
alth
and
saf
ety.
6 Alloc
ated
res
pons
ibilit
ies
for
heal
th a
nd s
afet
y in
you
r ar
ea a
nd t
he o
rgan
isat
ion
in g
ener
al.
7 Sy
stem
s in
pla
ce in
your
are
a of
res
pons
ibilit
y fo
r id
enti
fyin
g ha
zard
s an
d as
sess
ing
risk
s an
d ta
king
ac
tion
.
8 Sy
stem
s in
pla
ce f
or m
onit
orin
g, m
easu
ring
and
rep
orti
ng o
f he
alth
and
saf
ety
perf
orm
ance
in
your
are
a of
res
pons
ibili
ty.
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
385
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
386
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
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— C
andi
date
Log
book
— E
dexc
el S
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4 in
Man
agem
ent
at S
CQ
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vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
387
Unit
25 (
E6):
Ensu
re h
ealt
h a
nd s
afet
y re
quir
emen
ts a
re m
et in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy y
our
pers
onal
res
pons
ibili
ties
and
lia
biliti
es u
nder
he
alth
and
saf
ety
legi
slat
ion.
2 En
sure
tha
t th
e or
gani
sati
on’s
wri
tten
hea
lth
and
safe
ty
policy
sta
tem
ent
is c
lear
ly c
omm
unic
ated
to
all pe
ople
in
your
are
a of
res
pons
ibilit
y an
d ot
her
rele
vant
par
ties
.
3 En
sure
tha
t th
e he
alth
and
saf
ety
policy
sta
tem
ent
is p
ut
into
pra
ctic
e in
you
r ar
ea o
f re
spon
sibi
lity
and
is
subj
ect
to
revi
ew a
s si
tuat
ions
cha
nge
and
at r
egul
ar int
erva
ls a
nd t
he
find
ings
pas
sed
to t
he a
ppro
pria
te p
eopl
e fo
r co
nsid
erat
ion.
4 En
sure
reg
ular
con
sult
atio
n w
ith
peop
le in
your
are
a of
re
spon
sibi
lity
or
thei
r re
pres
enta
tive
s on
hea
lth
and
safe
ty
issu
es.
5 Se
ek a
nd m
ake
use
of s
peci
alis
t ex
pert
ise
in r
elat
ion
to
heal
th a
nd s
afet
y is
sues
.
6 En
sure
tha
t a
syst
em is
in p
lace
for
ide
ntif
ying
haz
ards
and
as
sess
ing
risk
s in
you
r ar
ea o
f re
spon
sibi
lity
and
tha
t pr
ompt
and
eff
ecti
ve a
ctio
n is
tak
en t
o el
imin
ate
or c
ontr
ol
iden
tifi
ed h
azar
ds a
nd r
isks
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
388
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 En
sure
tha
t sy
stem
s ar
e in
pla
ce f
or e
ffec
tive
mon
itor
ing,
m
easu
ring
and
rep
orti
ng o
f he
alth
and
saf
ety
perf
orm
ance
in
you
r ar
ea o
f re
spon
sibi
lity.
8 Sh
ow c
onti
nuou
s im
prov
emen
t in
you
r ar
ea o
f re
spon
sibi
lity
in r
elat
ion
to h
ealt
h an
d sa
fety
per
form
ance
.
9 M
ake
heal
th a
nd s
afet
y a
prio
rity
are
a in
ter
ms
of
info
rmin
g pl
anni
ng a
nd d
ecis
ion-
mak
ing
in y
our
area
of
resp
onsi
bilit
y.
10 D
emon
stra
te t
hat
your
ow
n ac
tion
s re
info
rce
the
mes
sage
s in
the
org
anis
atio
n’s
heal
th a
nd s
afet
y po
licy
sta
tem
ent.
11 En
sure
tha
t su
ffic
ient
res
ourc
es a
re a
lloc
ated
acr
oss
your
ar
ea o
f re
spon
sibi
lity
to
deal
wit
h he
alth
and
saf
ety
issu
es.
12 D
evel
op a
cul
ture
wit
hin
your
are
a of
res
pons
ibili
ty w
hich
pu
ts h
ealt
h an
d sa
fety
fir
st.
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
389
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
390
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
391
Unit
25 (
E6):
Ensu
re h
ealt
h a
nd s
afet
y re
quir
emen
ts a
re m
et in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
spon
d qu
ickl
y to
cri
ses
and
prob
lem
s w
ith
a pr
opos
ed c
ours
e of
act
ion.
2 Yo
u id
enti
fy p
eopl
e’s
info
rmat
ion
need
s.
3 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
4 Yo
u ar
e vi
gila
nt f
or p
ossi
ble
risk
s an
d ha
zard
s.
5 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs
happ
en.
6 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
7 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
8 Yo
u co
nsta
ntly
see
k to
im
prov
e pe
rfor
man
ce.
9 Yo
u tr
eat
indi
vidu
als
wit
h re
spec
t an
d ac
t to
uph
old
thei
r ri
ghts
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
392
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
393
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
394
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
395
Unit 26: Manage physical resources Unit code: E8
Unit credit: 9
Unit level: 8
Introduction
What this unit is about
This unit is about ensuring the availability of the physical resources (equipment, materials, premises, services and energy supplies) required to carry out planned activities in your area of responsibility. It involves identifying the resources required, making the business case to obtain these resources, planning how they will be used effectively, efficiently, sustainably, safely and securely, monitoring resource use and taking corrective action, if required.
Who is the unit for?
The unit is recommended particularly for first line managers and middle managers.
Links to other units
This unit is linked to units E1: Manage a budget, E2: Manage finance for your area of responsibility, E6: Ensure health and safety requirements are met in your area of responsibility and E9: Manage the environmental impact of your work in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing physical resources. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Analysing
Communicating
Contingency-planning
Decision-making
Evaluating
Forecasting
Influencing
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
396
Involving others
Monitoring
Negotiating
Persuading
Planning
Presenting information
SV02
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book
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
397
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 W
hy it
is im
port
ant
to inv
olve
tho
se w
ho u
se r
esou
rces
in
iden
tify
ing,
pla
nnin
g an
d m
onit
orin
g re
sour
ces,
and
how
to
do s
o.
2 H
ow t
o id
enti
fy t
he r
ange
and
cal
cula
te t
he q
uant
ity
of r
esou
rces
req
uire
d to
car
ry o
ut p
lann
ed
acti
viti
es.
3 The
im
port
ance
of
usin
g su
stai
nabl
e re
sour
ces
and
how
to
iden
tify
suc
h re
sour
ces
and
ensu
re t
heir
ef
fect
iven
ess
and
effi
cien
cy.
4 H
ow t
o ca
rry
out
a co
st-b
enef
it a
naly
sis.
5 H
ow t
o m
ake
a bu
sine
ss c
ase.
6 H
ow t
o de
velo
p an
ope
rati
onal
pla
n an
d m
ake
adju
stm
ents
to
the
plan
if
requ
ired
res
ourc
es c
anno
t be
obt
aine
d in
ful
l.
7 H
ow t
o m
ake
arra
ngem
ents
wit
h su
pplier
s to
ens
ure
reso
urce
s ar
e av
aila
ble
whe
n re
quir
ed.
8 The
pot
enti
al im
pact
of
reso
urce
use
on
the
envi
ronm
ent
and
acti
ons
you
can
take
to
min
imis
e an
y ad
vers
e im
pact
.
9 Ris
ks a
ssoc
iate
d w
ith
the
type
s of
res
ourc
es u
sed
and
acti
ons
you
can
take
to
ensu
re r
esou
rces
are
se
cure
and
use
d sa
fely
.
10 The
im
port
ance
of
mon
itor
ing
the
qual
ity
and
use
of r
esou
rces
con
tinu
ousl
y, a
nd h
ow t
o do
so.
11 The
typ
es o
f co
rrec
tive
act
ions
(e.
g. c
hang
ing
plan
ned
acti
viti
es,
chan
ging
the
way
s in
whi
ch
reso
urce
s ar
e us
ed f
or a
ctiv
itie
s, r
eneg
otia
ting
the
ava
ilab
ilit
y of
res
ourc
es)
you
can
take
in
case
of
sign
ific
ant
disc
repa
ncie
s be
twee
n ac
tual
and
pla
nned
res
ourc
e us
e.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
398
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or m
anag
ing
phys
ical
res
ourc
es.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Pa
st p
atte
rns
of r
esou
rce
use
in y
our
area
of
resp
onsi
bilit
y an
d ho
w t
o ac
cess
thi
s in
form
atio
n.
2 Tre
nds
and
deve
lopm
ents
tha
t af
fect
fut
ure
dem
and
for
reso
urce
s in
you
r ar
ea o
f re
spon
sibi
lity
and
how
to
eval
uate
the
lik
ely
impa
ct o
f th
ese.
3 The
pla
nned
act
ivit
ies
in y
our
area
of
acti
vity
and
pos
sibl
e co
ntin
genc
ies.
4 Act
ual an
d po
tent
ial su
pplier
s of
the
res
ourc
es y
ou n
eed.
SV02
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agem
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vel 9
—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
399
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
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andi
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Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
400
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
401
Unit
26 (
E8):
Man
age
phys
ical
res
ourc
es
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 In
vite
tho
se w
ho u
se r
esou
rces
to
cont
ribu
te t
o id
enti
fyin
g th
e re
sour
ces
requ
ired
and
pla
nnin
g an
d m
onit
orin
g th
eir
use.
2 Ev
alua
te p
ast
patt
erns
of
reso
urce
use
and
tre
nds
and
deve
lopm
ents
lik
ely
to a
ffec
t fu
ture
dem
and
for
reso
urce
s.
3 Id
enti
fy t
he r
ange
and
qua
ntit
y of
res
ourc
es r
equi
red
for
the
plan
ned
acti
viti
es in
your
are
a of
re
spon
sibi
lity
, in
clud
ing
like
ly c
onti
ngen
cies
.
4 Id
enti
fy s
usta
inab
le r
esou
rces
and
ens
ure
thei
r ef
fect
iven
ess
and
effi
cien
cy.
5 M
ake
the
busi
ness
cas
e fo
r th
e re
sour
ces
requ
ired
, cl
earl
y sh
owin
g th
e co
sts
invo
lved
and
the
exp
ecte
d be
nefi
ts.
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
402
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Agr
ee a
ppro
pria
te a
djus
tmen
ts t
o yo
ur p
lann
ed
acti
viti
es,
whe
re t
he r
equi
red
reso
urce
s ca
nnot
be
obta
ined
in
full.
7 M
ake
arra
ngem
ents
wit
h su
pplier
s fo
r re
sour
ces
to b
e av
aila
ble
whe
n re
quir
ed.
8 Pl
an t
o us
e re
sour
ces
in w
ays
that
are
eff
icie
nt a
nd
min
imis
e an
y ad
vers
e im
pact
on
the
envi
ronm
ent.
9 Tak
e ap
prop
riat
e ac
tion
to
ensu
re t
he s
ecur
ity
of
reso
urce
s an
d th
at t
hey
are
used
saf
ely.
10 M
onit
or t
he q
uality
of
reso
urce
s an
d pa
tter
ns o
f re
sour
ce u
se c
onti
nuou
sly.
11 Tak
e ti
mel
y co
rrec
tive
act
ion
to d
eal w
ith
any
sign
ific
ant
disc
repa
ncie
s be
twee
n ac
tual
and
pla
nned
re
sour
ce u
se.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
403
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
404
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
405
Unit
26 (
E8):
Man
age
phys
ical
res
ourc
es
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly
and
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
2 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
mak
e th
e be
st u
se o
f ti
me
and
reso
urce
s.
3 Yo
u ac
cura
tely
cal
cula
te r
isks
, an
d m
ake
prov
isio
n so
tha
t un
expe
cted
eve
nts
do n
ot im
pede
the
ac
hiev
emen
t of
obj
ecti
ves.
4 Yo
u m
onit
or t
he q
uality
of
wor
k an
d pr
ogre
ss a
gain
st
plan
s an
d ta
ke a
ppro
pria
te c
orre
ctiv
e ac
tion
, w
here
ne
cess
ary.
5 Yo
u m
ake
best
use
of
exis
ting
sou
rces
of
info
rmat
ion.
6 Yo
u id
enti
fy c
lear
ly t
he v
alue
and
ben
efit
s to
peo
ple
of a
pro
pose
d co
urse
of
acti
on.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
406
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u pr
esen
t id
eas
and
argu
men
ts c
onvi
ncin
gly
and
in
way
s th
at s
trik
e a
chor
d w
ith
peop
le.
8 Yo
u id
enti
fy t
he r
ange
of
elem
ents
in
a si
tuat
ion
and
how
the
y re
late
to
each
oth
er.
9 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
10 Yo
u ta
ke t
imel
y de
cisi
ons
that
are
rea
list
ic f
or t
he
situ
atio
n.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
407
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
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ears
on E
duca
tion
Lim
ited
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2
408
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
409
Unit 27: Manage the environmental impact of your work
Unit code: E9
Unit credit: 4
Unit level: 8
Introduction
What this unit is about
This unit is about managing work activities and resources in your area of responsibility in order to minimise the negative impact – and maximise the positive impact – they may have on the environment.
It involves organising work activities and the use of resources efficiently, understanding their impact on the environment and finding ways to reduce their negative and increase their positive impact. You may need to seek advice from environmental specialists when carrying out this function.
Who is the unit for?
The unit is recommended particularly for first line managers and middle managers.
Links to other units
This unit is linked to units B8: Ensure compliance with legal, regulatory, ethical and social requirements, B10: Manage risk, D6: Allocate and monitor the progress and quality of work in your area of responsibility and E8: Manage physical resources in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing environmental performance in your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Assessing
Communicating
Consulting
Decision-making
Evaluating
Involving others
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
410
Monitoring
Planning
Presenting information
Reporting
Risk management
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 H
ow t
o or
gani
se w
ork
acti
viti
es a
nd t
he u
se o
f re
sour
ces
in y
our
area
of
resp
onsi
bility
so
that
the
y ar
e ef
fici
ent
and
effe
ctiv
e.
2 The
im
port
ance
of
orga
nisi
ng w
ork
acti
viti
es a
nd t
he u
se o
f re
sour
ces
so t
hat
they
min
imis
e th
eir
nega
tive
and
max
imis
e th
eir
posi
tive
env
iron
men
tal im
pact
, an
d ho
w t
o do
so.
3 The
im
port
ance
of
iden
tify
ing
the
envi
ronm
enta
l im
pact
of
wor
k ac
tivi
ties
and
the
use
of
reso
urce
s in
you
r ar
ea o
f re
spon
sibi
lity,
and
how
to
do s
o.
4 The
im
port
ance
of
repo
rtin
g pr
ompt
ly a
ny ide
ntif
ied
risk
s to
the
env
iron
men
t w
hich
you
do
not
have
th
e ab
ility
to
cont
rol,
and
how
to
do s
o.
5 H
ow t
o en
cour
age
peop
le t
o m
ake
cont
ribu
tion
s.
6 H
ow t
o id
enti
fy a
nd im
plem
ent
chan
ges
to w
ork
acti
viti
es a
nd t
he u
se o
f re
sour
ces
that
will re
duce
th
eir
nega
tive
and
inc
reas
e th
eir
posi
tive
env
iron
men
tal im
pact
.
7 The
pri
ncip
les
of e
ffec
tive
com
mun
icat
ion
and
how
to
appl
y th
em.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or m
anag
ing
envi
ronm
enta
l pe
rfor
man
ce in
your
are
a of
re
spon
sibi
lity.
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ears
on E
duca
tion
Lim
ited
201
2
412
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Le
gal re
quir
emen
ts a
nd e
nvir
onm
enta
l po
lici
es a
nd h
ow t
o co
mpl
y w
ith
them
.
2 The
typ
es o
f ri
sks
to t
he e
nvir
onm
ent,
whi
ch y
ou d
o no
t ha
ve t
he a
bility
to
cont
rol.
3 Pe
ople
in
your
are
a of
res
pons
ibili
ty w
ho a
re a
ble
to c
ontr
ibut
e to
, an
d id
enti
fy o
ppor
tuni
ties
for
, im
prov
ing
envi
ronm
enta
l pe
rfor
man
ce.
4 The
ran
ge o
f en
viro
nmen
tal sp
ecia
list
s th
at e
xist
s in
side
and
/or
outs
ide
your
org
anis
atio
n.
5
Your
rol
e, r
espo
nsib
iliti
es a
nd lim
its
of y
our
auth
orit
y.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
413
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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andi
date
Log
book
— E
dexc
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VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
414
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
415
Unit
27 (
E9):
Man
age
the
envi
ronm
enta
l im
pac
t of
you
r w
ork
What
you
must
do
To
achi
eve
this
ele
men
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 O
rgan
ise
wor
k ac
tivi
ties
and
the
use
of
reso
urce
s in
yo
ur a
rea
of r
espo
nsib
ilit
y so
tha
t th
ey
ar
e ef
fici
ent
and
effe
ctiv
e
co
mpl
y w
ith
lega
l re
quir
emen
ts a
nd e
nvir
onm
enta
l po
licie
s
m
inim
ise
the
nega
tive
and
max
imis
e th
e po
siti
ve
2 Id
enti
fy t
he e
nvir
onm
enta
l im
pact
of
wor
k ac
tivi
ties
an
d th
e us
e of
res
ourc
es in
your
are
a of
res
pons
ibili
ty.
3 Rep
ort
prom
ptly
any
ide
ntif
ied
risk
s to
the
en
viro
nmen
t, w
hich
you
do
not
have
the
abi
lity
to
cont
rol.
4 En
cour
age
peop
le in
your
are
a of
res
pons
ibili
ty t
o id
enti
fy o
ppor
tuni
ties
for
, an
d co
ntri
bute
to,
im
prov
ing
envi
ronm
enta
l pe
rfor
man
ce.
5 Id
enti
fy a
nd im
plem
ent
chan
ges
to w
ork
acti
viti
es a
nd
the
use
of r
esou
rces
tha
t w
ill re
duce
the
neg
ativ
e an
d in
crea
se t
he p
osit
ive
impa
ct o
n th
e en
viro
nmen
t.
SV02
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
416
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Com
mun
icat
e th
e en
viro
nmen
tal be
nefi
ts r
esul
ting
fr
om c
hang
es t
o w
ork
acti
viti
es a
nd t
he u
se o
f re
sour
ces.
7 O
btai
n sp
ecia
list
adv
ice,
whe
re n
eces
sary
, to
hel
p yo
u id
enti
fy a
nd m
anag
e th
e en
viro
nmen
tal im
pact
of
your
w
ork
acti
viti
es a
nd u
se o
f re
sour
ce.
SV02
9861
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date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
417
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
418
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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ears
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duca
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ited
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419
Unit
27 (
E9):
Man
age
the
envi
ronm
enta
l im
pac
t of
you
r w
ork
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly a
nd
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
4 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
5 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
6 Yo
u ar
e vi
gila
nt f
or p
ossi
ble
haza
rds.
7 Yo
u m
ake
appr
opri
ate
info
rmat
ion
and
know
ledg
e av
aila
ble
prom
ptly
to
thos
e w
ho n
eed
it a
nd h
ave
a ri
ght
to it.
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ears
on E
duca
tion
Lim
ited
201
2
420
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u en
cour
age
othe
rs t
o sh
are
info
rmat
ion
and
know
ledg
e ef
fici
entl
y w
ithi
n th
e co
nstr
aint
s of
co
nfid
enti
alit
y.
9 Yo
u m
ake
best
use
of
avai
labl
e re
sour
ces
and
proa
ctiv
ely
seek
new
sou
rces
of
supp
ort
whe
n ne
cess
ary.
10
You
ide
ntif
y th
e im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
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ears
on E
duca
tion
Lim
ited
201
2
421
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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— E
dexc
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vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
422
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
423
Unit 28: Take effective decisions Unit code: E10
Unit credit: 4
Unit level: 8
Introduction
What this unit is about
This unit is about taking sound decisions based upon a valid analysis of the best available information. Managers at all levels need to take decisions within their area of responsibility and authority. This unit provides a structure for taking decisions that meet defined objectives and are consistent with a broader framework of values, policies and guidelines.
Who is the unit for?
The unit is recommended for managers at all levels.
Links to other units
This unit is linked to all other units in the overall suite of National Occupational Standards for Management and Leadership where it is necessary to take effective decisions.
Skills
Listed below are the main generic ‘skills’ that need to be applied in using information to take decisions. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Analysing
Assessing
Communicating
Decision-making
Evaluating
Information management
Involving others
Prioritising
Problem-solving
Researching
Setting objectives
Time management
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
invo
lvin
g th
ose
who
are
abl
e to
con
trib
ute
or m
ay b
e af
fect
ed in
the
deci
sion
-m
akin
g pr
oces
s, a
nd h
ow t
o do
so.
2 The
im
port
ance
of
sett
ing
obje
ctiv
es f
or t
he d
ecis
ion,
and
how
to
mak
e it
cle
ar w
hat
the
deci
sion
m
ust
achi
eve
and
wha
t is
out
side
the
sco
pe o
f th
e de
cisi
on.
3 H
ow t
o id
enti
fy t
he inf
orm
atio
n yo
u ne
ed t
o ta
ke t
he d
ecis
ion.
4 H
ow t
o ju
dge
whe
ther
you
hav
e su
ffic
ient
, ac
cura
te,
reliab
le a
nd r
elev
ant
info
rmat
ion
to a
llow
you
to
tak
e th
e de
cisi
on.
5 H
ow t
o id
enti
fy if
info
rmat
ion
is ina
dequ
ate,
unr
elia
ble,
con
trad
icto
ry o
r am
bigu
ous,
and
how
to
rem
edy
this
in
a ti
mel
y w
ay.
6 H
ow t
o an
alys
e in
form
atio
n to
ide
ntif
y re
leva
nt f
acts
, pa
tter
ns a
nd t
rend
s.
7 The
ran
ge o
f op
tion
s op
en t
o yo
u an
d ho
w t
o ev
alua
te t
he o
ptio
ns.
8 H
ow t
o ju
stif
y yo
ur c
oncl
usio
ns.
9 The
im
port
ance
of
ensu
ring
you
r de
cisi
ons
are
in lin
e w
ith
your
org
anis
atio
n’s
valu
es,
polic
ies
and
guid
elin
es.
10 The
im
port
ance
of
show
ing
any
assu
mpt
ions
you
hav
e m
ade
and
risk
s th
at m
ay b
e in
volv
ed,
and
how
to
do
so.
11 The
im
port
ance
of
taki
ng d
ecis
ions
in
tim
e fo
r ne
cess
ary
acti
on t
o be
tak
en.
12 H
ow t
o co
mm
unic
ate
your
dec
isio
n cl
earl
y an
d co
ncis
ely.
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© P
ears
on E
duca
tion
Lim
ited
201
2
425
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or u
sing
inf
orm
atio
n to
tak
e de
cisi
ons.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Pe
ople
who
are
abl
e to
con
trib
ute
to t
he d
ecis
ion-
mak
ing
proc
ess
or w
ill be
aff
ecte
d by
the
de
cisi
on.
2 Fa
cts,
pat
tern
s an
d tr
ends
tha
t m
ay im
pact
on
your
dec
isio
n.
3 Yo
ur o
rgan
isat
ion’
s po
licie
s, v
alue
s an
d gu
idel
ines
.
4 Th
e sc
ope
of y
our
auth
orit
y fo
r ta
king
dec
isio
ns a
nd w
hen
you
need
to
refe
r to
som
eone
els
e.
5
Who
m t
o go
to
for
advi
ce if
you
do n
ot h
ave
adeq
uate
inf
orm
atio
n, t
he d
ecis
ion
is o
utsi
de y
our
area
of
res
pons
ibili
ty,
or y
our
deci
sion
s co
nflict
wit
h po
lici
es,
valu
es a
nd g
uide
line
s.
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at S
CQ
F Le
vel 9
—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
426
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
427
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
428
Unit
28 (
E10):
Tak
e ef
fect
ive
dec
isio
ns
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy t
hose
who
may
be
affe
cted
by
the
deci
sion
and
th
eir
inte
rest
s.
2 In
volv
e, w
here
pos
sibl
e, t
hose
who
are
abl
e to
co
ntri
bute
to
the
deci
sion
-mak
ing
proc
ess
or w
ill be
af
fect
ed b
y th
e de
cisi
on.
3 Es
tabl
ish
the
obje
ctiv
es o
f th
e de
cisi
on t
o be
tak
en –
cl
arif
y w
hat
you
are
real
ly t
ryin
g to
ach
ieve
by
taki
ng
the
deci
sion
and
unc
over
any
hid
den
agen
das.
4 Id
enti
fy t
he inf
orm
atio
n yo
u ne
ed t
o ta
ke t
he d
ecis
ion
and
the
sour
ces
of t
his
info
rmat
ion.
5 O
btai
n su
ffic
ient
rel
evan
t in
form
atio
n to
allow
you
to
take
the
dec
isio
n an
d ve
rify
its
acc
urac
y an
d re
liab
ilit
y.
6 Tak
e ti
mel
y ac
tion
to
rem
edy
inad
equa
te,
unre
liab
le,
cont
radi
ctor
y or
am
bigu
ous
info
rmat
ion.
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ited
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429
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Ana
lyse
the
inf
orm
atio
n to
ide
ntif
y fa
cts,
pat
tern
s an
d tr
ends
tha
t m
ay im
pact
on
your
dec
isio
n.
8 Id
enti
fy a
nd e
valu
ate
the
rang
e of
opt
ions
ope
n to
you
.
9 D
raw
con
clus
ions
sup
port
ed b
y re
ason
ed a
rgum
ents
and
re
liabl
e in
form
atio
n, c
lear
ly s
tati
ng a
ny a
ssum
ptio
ns
you
have
mad
e an
d ri
sks
that
may
be
invo
lved
.
10 Tak
e de
cisi
ons:
in
lin
e w
ith
your
obj
ecti
ves
w
ithi
n th
e sc
ope
of y
our
auth
orit
y
co
nsis
tent
wit
h va
lues
, po
lici
es a
nd g
uide
line
s
in
tim
e fo
r ne
cess
ary
acti
on t
o be
tak
en.
11 O
btai
n he
lp a
nd a
dvic
e if
:
yo
u do
not
hav
e ad
equa
te inf
orm
atio
n
th
e de
cisi
on is
outs
ide
your
are
a of
res
pons
ibili
ty o
r sc
ope
of a
utho
rity
yo
ur d
ecis
ions
are
lik
ely
to c
onfl
ict
wit
h va
lues
, po
lici
es a
nd g
uide
line
s.
12 Com
mun
icat
e yo
ur d
ecis
ion
clea
rly
to t
hose
who
are
af
fect
ed.
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ears
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duca
tion
Lim
ited
201
2
430
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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© P
ears
on E
duca
tion
Lim
ited
201
2
431
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
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432
Unit
28 (
E10):
Tak
e ef
fect
ive
dec
isio
ns
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
2 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
3 Yo
u ch
eck
the
validi
ty a
nd r
elia
bility
of
info
rmat
ion.
4 Yo
u pu
sh f
or c
oncr
ete
info
rmat
ion
in a
n am
bigu
ous
situ
atio
n.
5 Yo
u id
enti
fy p
atte
rns
or m
eani
ng f
rom
eve
nts
and
data
tha
t ar
e no
t ob
viou
sly
rela
ted.
6 Yo
u bu
ild
a to
tal an
d va
lid
pict
ure
from
re
stri
cted
or
inco
mpl
ete
data
.
7 Yo
u ar
ticu
late
the
ass
umpt
ions
mad
e an
d ri
sks
invo
lved
in
unde
rsta
ndin
g a
situ
atio
n.
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e 1
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
433
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u ta
ke t
imel
y de
cisi
ons
that
are
rea
list
ic f
or
the
situ
atio
n.
9 Yo
u ta
ke d
ecis
ions
in
unce
rtai
n si
tuat
ions
or
base
d on
inc
ompl
ete
info
rmat
ion
whe
n ne
cess
ary.
10 Yo
u ta
ke a
nd im
plem
ent
diff
icul
t an
d/or
un
popu
lar
deci
sion
s, if
nece
ssar
y.
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
434
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
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date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
435
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
436
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
437
Unit 29: Manage knowledge in your area of responsibility
Unit code: E12
Unit credit: 4
Unit level: 9
Introduction
What this unit is about
This unit is about managing knowledge – salient information and expertise – in your area of responsibility in line with agreed standards and processes. It involves being clear about how knowledge is created, developed and shared and encouraging people to use knowledge management standards, systems, tools and processes so that knowledge is effectively captured and shared with those who may benefit from it. It also involves protecting intellectual property from unauthorised use.
Who is the unit for?
The unit is recommended for middle managers who have responsibility for managing knowledge in their area of responsibility.
Links to other units
This unit is loosely based on four units from the Knowledge Management standards developed by Lifelong Learning UK for specialists in the field of knowledge management: D2: Diagnose knowledge needs, assets, use and flows, D4: Support collaboration, knowledge sharing and re-use, D5: Facilitate knowledge capture and D6: Enable the transfer of knowledge into information.
It is linked to units E10: Take effective decisions, E11: Communicate information and knowledge, and E13: Promote knowledge management in your organisation in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
438
Skills
Listed below are the main generic ‘skills’ that need to be applied in communicating information and knowledge. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Analysing
Assessing
Communicating
Decision-making
Evaluating
Information management
Involving others
Monitoring
Obtaining feedback
Planning
Presenting information
Providing feedback
Reviewing
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 Ba
sic
know
ledg
e m
anag
emen
t pr
inci
ples
, te
chni
ques
and
goo
d pr
acti
ce.
2 The
sup
port
and
gui
danc
e pe
ople
may
nee
d to
use
kno
wle
dge
man
agem
ent
syst
ems
and
tool
s ef
fect
ivel
y.
3 H
ow t
o id
enti
fy w
hen
wor
k pr
acti
ce o
r be
havi
ours
may
hel
p or
hin
der
effe
ctiv
e kn
owle
dge
man
agem
ent.
4 H
ow t
o en
cour
age
peop
le t
o sh
are
know
ledg
e an
d us
e kn
owle
dge
man
agem
ent
stan
dard
s, s
yste
ms,
to
ols
and
proc
esse
s.
5 H
ow t
o en
sure
tha
t kn
owle
dge
deve
lope
d th
roug
h in
divi
dual
and
gro
up w
ork
acti
viti
es is
effe
ctiv
ely
capt
ured
and
mad
e av
aila
ble
to t
hose
who
may
ben
efit
fro
m it.
6 The
im
port
ance
of
prot
ecti
ng int
elle
ctua
l pr
oper
ty f
rom
una
utho
rise
d us
e, a
nd h
ow t
o do
so.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or k
now
ledg
e m
anag
emen
t.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 H
ow k
now
ledg
e is
cre
ated
, de
velo
ped,
sha
red
and
used
in
your
are
a of
res
pons
ibili
ty a
nd h
ow it
is
exch
ange
d w
ith
othe
r de
part
men
ts o
r or
gani
sati
ons.
2 N
etw
orks
, co
mm
unit
ies
and
othe
r so
urce
s of
kno
wle
dge
rele
vant
to
your
are
a of
res
pons
ibili
ty.
3 Yo
ur o
rgan
isat
ion’
s st
anda
rds
and
proc
esse
s to
sup
port
kno
wle
dge
man
agem
ent.
4
Syst
ems
and
tool
s av
aila
ble
in y
our
orga
nisa
tion
to
supp
ort
know
ledg
e m
anag
emen
t.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
440
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
441
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
442
Unit
29 (
E12):
Man
age
know
ledge
in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t :
1 Id
enti
fy w
here
key
kno
wle
dge
is c
reat
ed,
deve
lope
d an
d sh
ared
in
your
are
a of
res
pons
ibili
ty a
nd h
ow it
is
exch
ange
d w
ith
othe
r de
part
men
ts o
r or
gani
sati
ons.
2 Id
enti
fy a
nd a
cces
s ne
twor
ks,
com
mun
itie
s an
d ot
her
sour
ces
of k
now
ledg
e re
leva
nt t
o yo
ur a
rea
of
resp
onsi
bilit
y.
3 Im
plem
ent
agre
ed s
tand
ards
and
pro
cess
es t
hat
supp
ort
know
ledg
e cr
eati
on,
deve
lopm
ent,
sha
ring
and
cap
ture
an
d w
hich
ens
ure
that
val
uabl
e kn
owle
dge
is r
ecor
ded.
4 M
ake
avai
labl
e th
e sy
stem
s an
d to
ols
requ
ired
to
supp
ort
know
ledg
e m
anag
emen
t.
5 Pr
ovid
e su
ppor
t an
d gu
idan
ce t
o en
sure
peo
ple
are
able
to
use
kno
wle
dge
man
agem
ent
syst
ems
and
tool
s ef
fect
ivel
y.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
443
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t :
6 Id
enti
fy w
here
wor
k pr
acti
ces
and
beha
viou
rs h
inde
r ef
fect
ive
know
ledg
e m
anag
emen
t an
d im
plem
ent
any
chan
ges
requ
ired
.
7 En
cour
age
peop
le t
o sh
are
know
ledg
e an
d us
e kn
owle
dge
man
agem
ent
stan
dard
s, s
yste
ms,
too
ls a
nd p
roce
sses
.
8 M
onit
or t
he u
se o
f kn
owle
dge
man
agem
ent
stan
dard
s,
syst
ems,
too
ls a
nd p
roce
sses
in
your
are
a of
re
spon
sibi
lity
to
ensu
re t
hat
know
ledg
e de
velo
ped
thro
ugh
indi
vidu
al a
nd g
roup
wor
k ac
tivi
ties
is
effe
ctiv
ely
capt
ured
and
mad
e av
aila
ble
to t
hose
who
m
ay b
enef
it f
rom
it.
9 Pr
otec
t in
tellec
tual
pro
pert
y fr
om u
naut
hori
sed
use.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
444
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
445
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
446
Unit
29 (
E12):
Man
age
know
ledge
in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u id
enti
fy p
eopl
e’s
info
rmat
ion
need
s.
2 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
3 Yo
u id
enti
fy p
eopl
e’s
pref
erre
d co
mm
unic
atio
n m
edia
an
d st
yles
and
ado
pt m
edia
and
sty
les
appr
opri
ate
to
diff
eren
t pe
ople
and
sit
uati
ons.
4 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
5 Yo
u an
alys
e an
d st
ruct
ure
info
rmat
ion
to d
evel
op
know
ledg
e th
at c
an b
e sh
ared
.
6 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
447
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u ch
eck
the
validi
ty a
nd r
elia
bility
of
info
rmat
ion.
8 Yo
u de
velo
p sy
stem
s to
gat
her
and
man
age
info
rmat
ion
and
know
ledg
e ef
fect
ivel
y, e
ffic
ient
ly
and
ethi
cally.
9 Yo
u en
cour
age
othe
rs t
o sh
are
info
rmat
ion
effi
cien
tly,
wit
hin
the
cons
trai
nts
of c
onfi
dent
iality
.
10 Yo
u m
ake
appr
opri
ate
info
rmat
ion
and
know
ledg
e av
aila
ble
prom
ptly
to
thos
e w
ho n
eed
it a
nd h
ave
a ri
ght
to it.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
448
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
449
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
450
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
451
Unit 30: Support team and virtual working Unit code: E14
Unit credit: N/A
Unit level: N/A
Introduction
What this unit is about
Team working within organisations and across organisational boundaries is now a common working practice. People may work on a number of teams and may be located in different places geographically or in different parts of the organisation.
Virtual working, with people moving between locations, is also becoming commonplace. Effective team and virtual working requires that individuals and teams have access to tools that enable them to communicate effectively. This standard is about providing, managing or supporting these tools and processes.
Who is the unit for?
This standard is applicable to people in management and practitioner roles who are responsible for supporting teams and staff working remotely. It is also applicable to people in operational roles responsible for identifying, developing and managing tools and processes to support teams and remote workers.
Links to other units and competency frameworks:
This unit is linked to units D2: Develop productive working relationships with colleagues and stakeholders and F12: Improve organisational performance in the overall suite of National Occupational Standards for Management and Leadership.
This unit also has links with unit HI12 Promote and facilitate the use of information and knowledge from the NOS for Health Informatics, developed by Skills for Health. See www.skillsforhealth.org or www.ukstandards.org.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
452
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
org
anis
atio
n’s
wor
king
pra
ctic
es a
nd h
ow t
hese
aff
ect
team
s, v
irtu
al t
eam
s an
d re
mot
e w
orke
rs.
2 Reg
ulat
ory,
soc
ial an
d co
mm
erci
al c
onst
rain
ts t
hat
appl
y to
wor
king
rem
otel
y an
d in
tea
ms.
3 The
pri
ncip
les
of t
eam
wor
king
and
how
the
se im
pact
on
Info
rmat
ion,
Lib
rari
es,
Know
ledg
e, R
ecor
ds
and
Arc
hive
Man
agem
ent
issu
es a
nd n
eeds
.
4 The
ran
ge o
f to
ols
and
tech
niqu
es a
vailab
le t
o su
ppor
t te
ams
and
rem
ote
wor
king
, in
clud
ing
face
- to
-fac
e an
d te
chno
logy
-ena
bled
tec
hniq
ues.
5 H
ow t
o en
able
the
man
agem
ent
of inf
orm
atio
n re
sour
ces
for
virt
ual te
ams.
6 H
ow t
eam
and
vir
tual
wor
king
int
erfa
ces
wit
h co
re b
usin
ess
proc
esse
s.
7 The
rec
ords
, in
form
atio
n an
d kn
owle
dge
man
agem
ent
issu
es a
risi
ng f
rom
tea
m a
nd v
irtu
al w
orki
ng.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
453
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
454
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
455
Unit
30 (
E14):
Suppo
rt t
eam
and v
irtu
al w
orki
ng
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
eter
min
e st
rate
gies
to
supp
ort
team
and
vir
tual
w
orki
ng.
2 D
emon
stra
te a
nd c
omm
unic
ate
the
valu
e of
eff
ecti
ve
know
ledg
e an
d in
form
atio
n m
anag
emen
t to
tea
m a
nd
virt
ual w
orki
ng.
3 Se
cure
sen
ior
man
agem
ent
and
stak
ehol
der
supp
ort
for
info
rmat
ion
stra
tegi
es t
o su
ppor
t te
am a
nd v
irtu
al
wor
king
.
4 Id
enti
fy w
ith
stak
ehol
ders
the
key
cha
llen
ges
for
team
s an
d pe
ople
wor
king
vir
tual
ly.
5 Id
enti
fy a
nd r
evie
w w
ith
stak
ehol
ders
the
req
uire
men
ts
for
com
mun
icat
ion
tool
s an
d pr
oces
ses.
6 Id
enti
fy,
deve
lop
and
mai
ntai
n ef
fect
ive
tool
s an
d pr
oces
ses,
for
exa
mpl
e so
cial
com
puti
ng a
nd d
ocum
ent
man
agem
ent
tool
s, t
o su
ppor
t te
am w
orki
ng.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
456
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Id
enti
fy n
etw
orks
, pr
oces
ses
and
syst
ems
that
allow
pe
ople
to
conn
ect
to inf
orm
atio
n an
d kn
owle
dge
from
w
here
ver
they
are
wor
king
.
8 M
onit
or p
roce
sses
and
too
ls f
or t
eam
and
vir
tual
w
orki
ng a
nd ide
ntif
y im
prov
emen
ts.
9 Pr
ovid
e gu
idel
ines
, tr
aini
ng,
coac
hing
and
sup
port
to
faci
lita
te a
nd e
ncou
rage
eff
ecti
ve u
se o
f te
am a
nd
virt
ual w
orki
ng t
ools
and
pro
cess
es.
10 Pr
ovid
e gu
idel
ines
to
faci
lita
te int
erac
tive
co
llab
orat
ion
betw
een
inte
rnal
and
ext
erna
l st
akeh
olde
rs.
11 En
sure
tha
t te
am m
embe
rs u
nder
stan
d an
d ad
here
to
regu
lato
ry,
soci
al o
r co
mm
erci
al c
onst
rain
ts t
hat
may
ap
ply.
12 En
sure
tha
t te
ams
and
rem
ote
wor
kers
hav
e ac
cess
to
know
ledg
e as
sets
and
inf
orm
atio
n an
d th
e to
ols
to h
elp
them
rec
ord
know
ledg
e an
d ex
peri
ence
.
13 En
sure
tha
t th
e re
cord
s m
anag
emen
t is
sues
ari
sing
fr
om t
eam
and
vir
tual
wor
king
are
add
ress
ed.
14 Id
enti
fy t
he c
ontr
ibut
ion
that
kno
wle
dge
man
agem
ent
is m
akin
g to
tea
m a
nd v
irtu
al w
orki
ng.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
457
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
458
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
459
Unit
30 (
E14):
Suppo
rt t
eam
and v
irtu
al w
orki
ng
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u de
mon
stra
te s
uppo
rt f
or p
eopl
e w
ho w
ork
rem
otel
y an
d en
sure
tha
t yo
u un
ders
tand
the
ir p
rior
itie
s an
d co
nstr
aint
s.
2 Yo
u de
mon
stra
te a
n un
ders
tand
ing
of t
he o
bjec
tive
s an
d pr
iori
ties
of
the
team
s yo
u su
ppor
t.
3 Yo
u ba
lanc
e th
e us
e of
new
tec
hnol
ogie
s w
ith
the
deve
lopm
ent
and
mai
nten
ance
of
esta
blis
hed
tech
niqu
es
for
supp
orti
ng t
eam
s an
d re
mot
e w
orki
ng s
o th
at t
he m
ost
appr
opri
ate
proc
esse
s ar
e em
ploy
ed.
4 Yo
u le
ad b
y ex
ampl
e an
d de
mon
stra
te a
com
mit
men
t to
te
am a
nd v
irtu
al w
orki
ng.
5 Yo
u de
mon
stra
te a
n ap
prec
iati
on o
f th
e ch
alle
nges
of
virt
ual w
orki
ng.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
460
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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ears
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ited
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SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
463
Unit 31: Procure supplies Unit code: E15
Unit credit: 5
Unit level: 8
Introduction
What this unit is about
This unit is about procuring supplies – either products or services – from external suppliers.
In larger organisations there are often specialist departments which handle the supply-chain management and procurement functions across the organisation, working to specialist supply-chain management standards.
However, in many smaller organisations, non-specialist managers are required to procure the products and services necessary for the activities for which they are responsible – the function described in this unit. To do so effectively, managers need a good understanding of their organisation’s procurement policy and procedures (where these exist) and the relevant statutory and sector-specific requirements.
They also need the cognitive skills to be able to assess which supplies and suppliers are likely to provide the best value for money and the interpersonal skills to negotiate with suppliers and maintain effective working relationships with them over time.
Who is the unit for?
The unit is for non-specialist managers who are required to procure supplies from external suppliers. It is not intended for purchasing and supply-chain management specialists, for whom specialist supply-chain management standards are available.
Links to other units
This unit is linked to unit E16: Select suppliers through a tendering process and E17: Outsource business processes in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
464
Skills
Listed below are the main generic ‘skills’ that need to be applied in procuring supplies. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Assessing
Communicating
Consulting
Decision-making
Evaluating
Influencing
Monitoring
Negotiating
Problem-solving
Thinking strategically
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
follow
ing
rele
vant
org
anis
atio
nal pr
oced
ures
and
leg
al a
nd e
thic
al r
equi
rem
ents
w
hen
proc
urin
g su
pplies
.
2 The
im
port
ance
of
cons
ulti
ng w
ith
othe
rs inv
olve
d to
ide
ntif
y yo
ur r
equi
rem
ents
for
sup
plie
s,
draw
ing
up d
etai
led
spec
ific
atio
ns w
here
nec
essa
ry.
3 H
ow t
o dr
aw u
p de
tailed
spe
cifi
cati
ons
for
proc
urin
g su
pplies
.
4 H
ow t
o so
urce
sup
plie
s w
hich
mee
t yo
ur r
equi
rem
ents
, w
here
pos
sibl
e id
enti
fyin
g a
dive
rse
rang
e of
su
pplies
and
/or
supp
lier
s so
you
can
com
pare
alt
erna
tive
s.
5 H
ow t
o se
lect
sup
plie
s an
d su
pplier
s w
hich
off
er t
he o
ptim
al m
ix o
f qu
alit
y, c
osts
, ti
mel
ines
s an
d re
liabi
lity
.
6 H
ow t
o ne
goti
ate
wit
h se
lect
ed s
uppl
iers
to
reac
h an
agr
eem
ent
whi
ch o
ffer
s go
od v
alue
for
mon
ey
and
is a
ccep
tabl
e to
bot
h pa
rtie
s.
7 The
im
port
ance
of
agre
eing
a c
ontr
act,
and
how
to
do s
o, w
hich
cle
arly
sta
tes
qual
ity
and
quan
tity
of
sup
plie
s, t
imes
cale
s an
d co
sts,
ter
ms
and
cond
itio
ns,
and
cons
eque
nces
if
eith
er p
arty
fai
ls t
o co
mpl
y w
ith
the
cont
ract
.
8 H
ow t
o m
onit
or t
he p
erfo
rman
ce o
f su
pplier
s in
ter
ms
of t
he q
uality
, ti
mel
ines
s an
d re
liab
ilit
y of
su
pplies
.
9 The
im
port
ance
of
taki
ng p
rom
pt a
ctio
n to
res
olve
any
pro
blem
s w
ith
the
perf
orm
ance
of
supp
lier
s,
in lin
e w
ith
the
term
s of
the
con
trac
t, a
nd h
ow t
o de
cide
wha
t ac
tion
sho
uld
be t
aken
and
whe
n.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or p
rocu
ring
sup
plie
s.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Rel
evan
t or
gani
sati
onal
pro
cedu
res
and
lega
l an
d et
hica
l re
quir
emen
ts f
or p
rocu
ring
sup
plie
s.
2 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s or
pro
cure
men
t or
leg
al s
peci
alis
ts o
n an
y as
pect
of
proc
urin
g su
pplies
abo
ut w
hich
you
are
uns
ure.
3 The
lim
its
of y
our
own
know
ledg
e, s
kills
and
com
pete
nce.
4 W
ho t
o co
nsul
t w
ith
to ide
ntif
y yo
ur r
equi
rem
ents
for
sup
plie
s, d
raw
ing
up d
etai
led
spec
ific
atio
ns
whe
re n
eces
sary
.
5 So
urce
s of
sup
plie
s an
d/or
sup
plie
rs w
hich
mee
t yo
ur r
equi
rem
ents
.
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ears
on E
duca
tion
Lim
ited
201
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467
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
468
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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Unit
31 (
E15):
Pro
cure
supplies
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Com
ply
wit
h re
leva
nt o
rgan
isat
iona
l pr
oced
ures
and
le
gal an
d et
hica
l re
quir
emen
ts w
hen
proc
urin
g su
pplies
.
2 Se
ek s
uppo
rt f
rom
col
leag
ues
or p
rocu
rem
ent
or leg
al
spec
ialist
s on
any
asp
ect
of p
rocu
ring
sup
plie
s ab
out
whi
ch y
ou a
re u
nsur
e.
3 Con
sult
wit
h ot
hers
inv
olve
d to
ide
ntif
y yo
ur
requ
irem
ents
for
sup
plie
s, d
raw
ing
up d
etai
led
spec
ific
atio
ns,
whe
re n
eces
sary
.
4 So
urce
sup
plie
s w
hich
mee
t yo
ur r
equi
rem
ents
, w
here
po
ssib
le ide
ntif
ying
a d
iver
se r
ange
of
supp
lies
and
/or
supp
lier
s so
you
can
com
pare
alt
erna
tive
s.
5 Se
lect
sup
plie
s an
d su
pplier
s w
hich
off
er t
he o
ptim
al
mix
of
qual
ity,
cos
ts,
tim
elin
ess
and
reliab
ilit
y.
6 N
egot
iate
wit
h se
lect
ed s
uppl
iers
to
reac
h an
ag
reem
ent
whi
ch o
ffer
s go
od v
alue
for
mon
ey a
nd is
acce
ptab
le t
o bo
th p
arti
es.
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ears
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tion
Lim
ited
201
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470
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Agr
ee a
con
trac
t w
hich
cle
arly
sta
tes
qu
alit
y an
d qu
anti
ty o
f su
pplies
ti
mes
cale
s an
d co
sts
te
rms
and
cond
itio
ns
co
nseq
uenc
es if
eith
er p
arty
fai
ls t
o co
mpl
y w
ith
the
cont
ract
.
8 M
onit
or t
he p
erfo
rman
ce o
f su
pplier
s in
ter
ms
of t
he
qual
ity,
tim
elin
ess
and
reliab
ilit
y of
sup
plie
s, a
nd t
ake
prom
pt a
ctio
n to
res
olve
any
pro
blem
s, in
line
wit
h th
e te
rms
of t
he c
ontr
act.
SV02
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date
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book
— E
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
471
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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012
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ears
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ited
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473
Unit
31 (
E15):
Pro
cure
supplies
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
4 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
5 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
6 Yo
u co
nfro
nt p
erfo
rman
ce iss
ues
and
reso
lve
them
di
rect
ly w
ith
the
peop
le inv
olve
d.
7 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
th
em t
o ac
coun
t.
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e 1
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anua
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012
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ears
on E
duca
tion
Lim
ited
201
2
474
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u w
ork
tow
ards
win
-win
sol
utio
ns.
9 Yo
u m
ake
best
use
of
avai
labl
e re
sour
ces
and
proa
ctiv
ely
seek
new
sou
rces
of
supp
ort
whe
n ne
cess
ary.
10 Yo
u ta
ke t
imel
y de
cisi
ons
that
are
rea
list
ic f
or t
he
situ
atio
n.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
475
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
476
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
477
Unit 32: Select suppliers through a tendering process
Unit code: E16
Unit credit: 6
Unit level: 9
Introduction
What this unit is about
This unit is about selecting suppliers to supply products and/or services through a formal tendering process against a specification.
In larger organisations there are often specialist departments which handle the supply-chain management and procurement functions across the organisation, working to specialist supply-chain management standards.
However, in many smaller organisations, non-specialist managers are required to draw up specifications for products and services, invite tenders and evaluate these against clear and fair criteria – the function described in this unit. To do so effectively, managers need a good understanding of their organisation’s procurement policy and procedures (where these exist) and the relevant statutory and sector-specific requirements. They also need the cognitive skills to be able to make fair assessments against established criteria and the interpersonal skills to maintain effective working relationships with suppliers.
Who is the unit for?
The unit is for non-specialist managers who are required to select suppliers through a formal tendering process.
It is not intended for purchasing and supply-chain management specialists, for whom specialist supply-chain management standards are available.
Links to other units
This unit is linked to unit E15: Procure supplies and E17: Outsource business processes in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
478
Skills
Listed below are the main generic ‘skills’ that need to be applied in inviting tenders to supply products/services to specifications. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Assessing
Communicating
Decision-making
Evaluating
Presenting information
Problem-solving
Providing feedback
Questioning
Researching
Reviewing
Setting objectives
Time management
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
follow
ing
rele
vant
org
anis
atio
nal pr
oced
ures
and
leg
al a
nd e
thic
al r
equi
rem
ents
w
hen
sele
ctin
g su
pplier
s.
2 H
ow t
o dr
aw u
p a
spec
ific
atio
n th
at c
lear
ly d
escr
ibes
the
pro
duct
s/se
rvic
es r
equi
red,
inc
ludi
ng
info
rmat
ion
on q
uality
, ti
me
and
cost
con
stra
ints
, w
here
app
ropr
iate
.
3 The
im
port
ance
of
com
mun
icat
ing
info
rmat
ion
clea
rly,
con
cise
ly a
nd a
ccur
atel
y, a
nd h
ow t
o do
so.
4 H
ow t
o id
enti
fy s
uita
bly-
qual
ifie
d pr
ospe
ctiv
e su
pplier
s to
ten
der
and
the
impo
rtan
ce o
f in
viti
ng
them
and
sel
ecti
ng a
num
ber
prop
orti
onat
e to
the
val
ue o
f th
e co
ntra
ct a
nd a
ran
ge t
hat
is
suff
icie
ntly
bro
ad t
o re
flec
t th
e di
vers
ity
of s
uppl
iers
ava
ilab
le.
5 The
im
port
ance
of
incl
udin
g fu
ll inf
orm
atio
n ab
out
the
tend
erin
g pr
oces
s, d
eadl
ines
for
rec
eipt
of
tend
ers,
con
trac
t de
tails
and
how
pre
-ten
der
quer
ies
will be
dea
lt w
ith.
6 H
ow t
o de
al w
ith
pre-
tend
er q
ueri
es in
way
s w
hich
ens
ure
all pr
ospe
ctiv
e su
pplier
s ha
ve t
he s
ame
info
rmat
ion
avai
labl
e to
the
m.
7 H
ow t
o es
tabl
ish
clea
r cr
iter
ia a
nd h
ow t
o ev
alua
te t
he t
ende
rs f
airl
y, u
sing
the
cri
teri
a, a
nd s
elec
t th
e su
pplier
tha
t pr
ovid
es t
he o
ptim
al m
ix o
f qu
alit
y, c
ost,
tim
elin
ess
and
reliab
ilit
y.
8 The
im
port
ance
of
rece
ivin
g, r
ecor
ding
and
ope
ning
ten
ders
in
line
wit
h th
e st
ated
ten
deri
ng
proc
ess.
9 H
ow t
o ev
alua
te t
ende
rs r
igor
ousl
y an
d th
e im
port
ance
of
seek
ing
clar
ific
atio
n fr
om p
rosp
ecti
ve
supp
lier
s, w
here
nec
essa
ry.
10 The
im
port
ance
of
offe
ring
a c
ontr
act
to s
uppl
y th
e pr
oduc
ts/s
ervi
ces
to t
he s
uppl
ier
who
se t
ende
r w
as e
valu
ated
mos
t hi
ghly
.
SV02
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
480
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
11 The
im
port
ance
of
info
rmin
g un
succ
essf
ul p
rosp
ecti
ve s
uppl
iers
of
the
outc
ome
of t
he e
valu
atio
n an
d pr
ovid
ing
them
wit
h cl
ear
and
spec
ific
fee
dbac
k, w
here
app
ropr
iate
.
12 H
ow t
o re
solv
e an
y po
st-t
ende
r qu
erie
s w
ith
unsu
cces
sful
sup
plie
rs p
rom
ptly
and
eff
ecti
vely
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or s
elec
ting
sup
plie
rs.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Rel
evan
t or
gani
sati
onal
pro
cedu
res
and
lega
l an
d et
hica
l re
quir
emen
ts f
or s
elec
ting
sup
plie
rs.
2 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s or
pro
cure
men
t or
leg
al s
peci
alis
ts o
n an
y as
pect
s of
ten
deri
ng f
or s
uppl
ies
abou
t w
hich
you
are
uns
ure.
3 The
lim
its
of y
our
own
know
ledg
e, s
kills
and
com
pete
nce.
4 The
det
ails
of
the
spec
ific
atio
ns a
nd p
rodu
cts/
serv
ices
req
uire
d.
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anua
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012
© P
ears
on E
duca
tion
Lim
ited
201
2
481
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
482
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
483
Unit
32 (
E16):
Sel
ect
supplier
s th
rough
a t
ende
ring
pro
cess
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Com
ply
wit
h re
leva
nt o
rgan
isat
iona
l pr
oced
ures
and
leg
al
and
ethi
cal re
quir
emen
ts w
hen
sele
ctin
g su
pplier
s.
2 Se
ek s
uppo
rt f
rom
col
leag
ues
or p
rocu
rem
ent
or leg
al
spec
ialist
s on
any
asp
ects
of
tend
erin
g ab
out
whi
ch y
ou
are
unsu
re.
3 D
raw
up
a sp
ecif
icat
ion
whi
ch c
lear
ly d
escr
ibes
the
pr
oduc
ts/s
ervi
ces
requ
ired
, in
clud
ing
info
rmat
ion
on
qual
ity,
tim
e an
d co
st c
onst
rain
ts,
whe
re a
ppro
pria
te.
4 In
vite
sui
tabl
y qu
alif
ied
pros
pect
ive
supp
lier
s to
ten
der,
se
lect
ing
a nu
mbe
r pr
opor
tion
ate
to t
he v
alue
of
the
cont
ract
and
a r
ange
whi
ch is
suff
icie
ntly
bro
ad t
o re
flec
t th
e di
vers
ity
of s
uppl
iers
ava
ilab
le.
5 In
clud
e fu
ll inf
orm
atio
n ab
out
the
tend
erin
g pr
oces
s,
dead
line
s fo
r re
ceip
t of
ten
ders
, co
ntra
ct d
etai
ls a
nd h
ow
pre-
tend
er q
ueri
es w
ill be
dea
lt w
ith.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
484
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Ans
wer
pre
-ten
der
quer
ies
in w
ays
whi
ch e
nsur
e al
l pr
ospe
ctiv
e su
pplier
s ha
ve t
he s
ame
info
rmat
ion
avai
labl
e to
the
m.
7 Es
tabl
ish
clea
r cr
iter
ia t
o al
low
ten
ders
to
be e
valu
ated
fa
irly
and
the
sup
plie
r th
at p
rovi
des
the
opti
mal
mix
of
qual
ity,
cos
t, t
imel
ines
s an
d re
liab
ilit
y to
be
sele
cted
.
8 Rec
eive
, re
cord
and
ope
n te
nder
s in
lin
e w
ith
the
stat
ed
tend
erin
g pr
oces
s.
9 Ev
alua
te t
ende
rs,
by y
ours
elf
or w
ith
othe
rs a
s re
quir
ed,
rigo
rous
ly a
pply
ing
esta
blis
hed
crit
eria
and
see
king
cl
arif
icat
ion
from
pro
spec
tive
sup
plie
rs w
here
nec
essa
ry.
10 O
ffer
a c
ontr
act
to s
uppl
y th
e pr
oduc
ts/s
ervi
ces
to t
he
supp
lier
who
se t
ende
r w
as e
valu
ated
mos
t hi
ghly
.
11 In
form
uns
ucce
ssfu
l pr
ospe
ctiv
e su
pplier
s of
the
out
com
e of
the
eva
luat
ion
and
prov
ide
them
wit
h cl
ear
and
spec
ific
fee
dbac
k w
here
app
ropr
iate
.
12 Res
olve
any
pos
t-te
nder
que
ries
wit
h un
succ
essf
ul
supp
lier
s pr
ompt
ly a
nd e
ffec
tive
ly.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
485
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
486
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
487
Unit
32 (
E16):
Sel
ect
supplier
s th
rough
a t
ende
ring
pro
cess
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
4 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
5 Yo
u fo
cus
pers
onal
att
enti
on o
n sp
ecif
ic d
etai
ls t
hat
are
crit
ical
to
achi
evin
g su
cces
sful
res
ults
.
6 Yo
u ch
eck
the
validi
ty a
nd r
elia
bility
of
info
rmat
ion.
7 Yo
u m
ake
appr
opri
ate
info
rmat
ion
and
know
ledg
e av
aila
ble
prom
ptly
to
thos
e w
ho n
eed
it a
nd h
ave
a ri
ght
to it.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
488
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u id
enti
fy t
he r
ange
of
elem
ents
in
a si
tuat
ion
and
how
the
y re
late
to
each
oth
er.
9 Yo
u bu
ild
a to
tal an
d va
lid
pict
ure
from
re
stri
cted
or
inco
mpl
ete
data
.
10 Yo
u ta
ke t
imel
y de
cisi
ons
that
are
rea
list
ic f
or
the
situ
atio
n.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
489
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
490
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
491
Unit 33: Outsource business processes Unit code: E17
Unit credit: 9
Unit level: 9
Introduction
What this unit is about
This unit is about outsourcing business processes which are not part of your organisation’s core competencies.
It covers the outsourcing of discrete functions – such as payroll management, cleaning or security – as well as more complex processes, such as helpline provision, manufacturing or product assembly. It covers outsourced processes delivered on your premises (e.g. catering) and processes carried out at the vendor’s premises (which may be in your country or in another country to take advantage of time zone differences, specialist expertise, tax concessions or low labour costs).
Who is the unit for?
The unit is for those managers who have strategic responsibility for outsourcing non-core business processes for their organisation, or their part of the organisation.
Links to other units
This unit is linked to units E15: Procure supplies, E16: Select suppliers through a tendering process, F3: Manage business processes, F12: Improve organisational performance and F13: Manage quality systems in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in outsourcing business processes. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Analysing
Assessing
Communicating
Decision-making
Evaluating
Monitoring
Negotiating
Persuading
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
492
Presenting information
Questioning
Researching
Reviewing
Risk management
Thinking strategically
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
493
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
dif
fere
nce
betw
een
core
and
non
-cor
e bu
sine
ss p
roce
sses
.
2 H
ow t
o an
alys
e yo
ur o
rgan
isat
ion’
s co
re c
ompe
tenc
es.
3 H
ow t
o as
sess
the
pot
enti
al b
enef
its,
cos
ts,
disa
dvan
tage
s, r
isks
, an
d le
gal an
d et
hica
l im
plic
atio
ns
of o
utso
urci
ng n
on-c
ore
proc
esse
s.
4 H
ow t
o m
ake
a de
tailed
and
con
vinc
ing
busi
ness
cas
e fo
r ou
tsou
rcin
g no
n-co
re p
roce
sses
.
5 The
pot
enti
al h
uman
res
ourc
e im
plic
atio
ns o
f ou
tsou
rcin
g, inc
ludi
ng r
edun
danc
y, r
edep
loym
ent,
tr
aini
ng a
nd d
evel
opm
ent,
and
cul
tura
l is
sues
, an
d ho
w t
o ad
dres
s th
ese.
6 H
ow t
o id
enti
fy p
oten
tial
ven
dors
to
whi
ch y
ou c
ould
out
sour
ce t
he p
roce
ss.
7 H
ow t
o ev
alua
te p
oten
tial
ven
dors
, in
clud
ing
the
use
of r
elev
ant
vend
or r
atin
g sy
stem
s.
8 The
im
port
ance
of
invi
ting
pot
enti
al v
endo
rs t
o te
nder
aga
inst
a c
lear
spe
cifi
cati
on o
f yo
ur
requ
irem
ents
.
9 H
ow t
o ev
alua
te a
nd s
elec
t th
e ve
ndor
whi
ch b
est
mee
ts y
our
crit
eria
.
10 Tec
hniq
ues
for
nego
tiat
ing
and
agre
eing
a leg
ally
- bi
ndin
g ou
tsou
rcin
g co
ntra
ct.
11 The
im
port
ance
of
a le
gally-
bind
ing
outs
ourc
ing
cont
ract
wit
h a
vend
or s
peci
fyin
g in
det
ail th
e vo
lum
e an
d le
vel of
ser
vice
to
be p
rovi
ded,
pay
men
t te
rms
and
how
the
ven
dor’
s pe
rfor
man
ce w
ill
be m
onit
ored
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
494
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
12 The
im
port
ance
of
com
mun
icat
ing
the
outs
ourc
ing
plan
s in
tern
ally
and
ext
erna
lly
as r
equi
red,
and
ho
w t
o do
so
clea
rly
and
effe
ctiv
ely.
13 H
ow t
o m
onit
or a
ven
dor’
s pe
rfor
man
ce in
line
wit
h th
e co
ntra
ct,
prom
ptly
and
eff
ecti
vely
ad
dres
sing
any
ano
mal
ies
that
occ
ur.
14 The
im
port
ance
of
wor
king
clo
sely
wit
h th
e ve
ndor
to
tran
sfer
the
bus
ines
s pr
oces
s to
the
m.
15 H
ow t
o id
enti
fy p
oten
tial
ris
ks a
nd e
mer
ging
iss
ues
whe
n tr
ansf
erri
ng t
he b
usin
ess
proc
ess
and
how
to
res
olve
the
m.
16 The
im
port
ance
of
revi
ewin
g th
e ou
tsou
rcin
g ar
rang
emen
t at
agr
eed
poin
ts a
nd in
the
even
t of
si
gnif
ican
t ch
ange
s in
the
bus
ines
s en
viro
nmen
t.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or o
utso
urci
ng b
usin
ess
proc
esse
s.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s co
re c
ompe
tenc
es.
2 Yo
ur o
rgan
isat
ion’
s co
re a
nd n
on-c
ore
busi
ness
pro
cess
es.
3 Yo
ur o
rgan
isat
ion’
s pr
oced
ures
and
rel
evan
t le
gal
requ
irem
ents
for
inv
itin
g te
nder
s to
sup
ply
your
re
quir
emen
ts.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
495
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
496
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
497
Unit
33 (
E17):
Outs
ourc
e busi
nes
s pro
cess
es
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ana
lyse
you
r or
gani
sati
on’s
cor
e co
mpe
tenc
es a
nd
iden
tify
any
bus
ines
s pr
oces
ses
whi
ch a
re n
on-c
ore.
2 Ass
ess
the
pote
ntia
l be
nefi
ts,
cost
s, d
isad
vant
ages
, ri
sks
and
lega
l an
d et
hica
l im
plic
atio
ns o
f ou
tsou
rcin
g no
n-co
re p
roce
sses
and
mak
e a
deta
iled
and
con
vinc
ing
busi
ness
cas
e.
3 Pl
an t
o ad
dres
s th
e hu
man
res
ourc
e im
plic
atio
ns o
f ou
tsou
rcin
g, inc
ludi
ng a
ny r
edun
danc
y, r
edep
loym
ent,
tr
aini
ng a
nd d
evel
opm
ent,
and
cul
tura
l is
sues
.
4 Id
enti
fy a
nd e
valu
ate
pote
ntia
l ve
ndor
s to
whi
ch y
ou
coul
d ou
tsou
rce
the
proc
ess.
5 In
vite
pot
enti
al v
endo
rs t
o te
nder
aga
inst
a c
lear
sp
ecif
icat
ion
of y
our
requ
irem
ents
and
sel
ect
the
vend
or
whi
ch b
est
mee
ts y
our
crit
eria
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
498
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 W
ork
wit
h le
gal sp
ecia
list
s to
neg
otia
te a
nd a
gree
an
outs
ourc
ing
cont
ract
wit
h th
e ve
ndor
whi
ch s
peci
fies
, in
de
tail,
the
volu
me
and
leve
l of
ser
vice
to
be p
rovi
ded,
pa
ymen
t te
rms
and
how
the
ven
dor’
s pe
rfor
man
ce w
ill be
m
onit
ored
.
7 Com
mun
icat
e th
e ou
tsou
rcin
g pl
ans
clea
rly
and
effe
ctiv
ely,
bo
th int
erna
lly
and
exte
rnal
ly a
s re
quir
ed,
mon
itor
ing
reac
tion
s ca
refu
lly
and
addr
essi
ng p
eopl
e’s
conc
erns
.
8 W
ork
clos
ely
wit
h th
e ve
ndor
to
tran
sfer
the
bus
ines
s pr
oces
s to
the
m,
payi
ng c
lose
att
enti
on t
o po
tent
ial ri
sks
and
emer
ging
iss
ues.
9 M
onit
or t
he v
endo
r’s
ongo
ing
perf
orm
ance
in
line
wit
h th
e co
ntra
ct,
prom
ptly
and
eff
ecti
vely
add
ress
ing
any
anom
alie
s th
at o
ccur
.
10 Rev
iew
the
out
sour
cing
arr
ange
men
t at
agr
eed
poin
ts a
nd
in t
he e
vent
of
sign
ific
ant
chan
ges
in t
he b
usin
ess
envi
ronm
ent.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
499
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
500
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
501
Unit
33 (
E17):
Outs
ourc
e busi
nes
s pro
cess
es
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u co
nsta
ntly
see
k to
im
prov
e pe
rfor
man
ce.
2 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u m
onit
or t
he q
uality
of
wor
k an
d pr
ogre
ss
agai
nst
plan
s an
d ta
ke a
ppro
pria
te c
orre
ctiv
e ac
tion
, w
here
nec
essa
ry.
5 Yo
u w
ork
tow
ards
win
-win
sol
utio
ns.
6 Yo
u sh
ow s
ensi
tivi
ty t
o in
tern
al a
nd e
xter
nal
polit
ics
that
im
pact
on
your
ow
n ar
ea o
f w
ork.
7 Yo
u id
enti
fy a
nd w
ork
wit
h pe
ople
and
org
anis
atio
ns
that
can
pro
vide
sup
port
for
you
r w
ork.
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u cl
arif
y yo
ur o
wn
and
othe
rs’
expe
ctat
ions
of
rela
tion
ship
s.
9 Yo
u di
spla
y a
good
und
erst
andi
ng o
f ho
w d
iffe
rent
fa
ctor
s in
the
wor
k co
ntex
t re
late
to
each
oth
er.
10 Yo
u ar
ticu
late
the
ass
umpt
ions
mad
e an
d ri
sks
invo
lved
in
unde
rsta
ndin
g a
situ
atio
n.
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503
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
505
Unit 34: Manage a project Unit code: F1
Unit credit: 11
Unit level: 8
Introduction
What this unit is about
This unit is about managing a project for which you have been given responsibility. This involves developing and agreeing a plan for the project and monitoring and controlling implementation of and changes to the plan.
It also involves ensuring that the project achieves its key objectives and is completed to the satisfaction of the project sponsor(s) and any key stakeholders.
Who is the unit for?
The unit is recommended for first line managers and middle managers.
Links to other units
This unit is linked to F2: Manage a programme of complementary projects in the overall suite of National Occupational Standards for Management and Leadership.
There is also a suite of National Occupational Standards for project management which is aimed at those in full-time Project Management roles or whose roles have a significant Project Management component.
You can obtain further information from the Engineering Construction Industry Training Board (ECITB) on tel. 01923 260 000 or at the ECITB website (www.ecitb. org.uk) or from the Association for Project Management (APM) on tel. 0845 458 1944 or at the APM website (www.apm.org.uk).
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing projects. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information.
Evaluating
Delegating
Communicating
Setting objectives
Decision-making
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
506
Leadership
Motivating
Negotiating
Planning
Problem-solving
Information management
Contingency-planning
Risk management
Reviewing
Consulting
Monitoring
Thinking systematically
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 Th
e fu
ndam
enta
l ch
arac
teri
stic
s of
pro
ject
s as
opp
osed
to
rout
ine
man
agem
ent
func
tion
s/ac
tivi
ties
.
2 The
rol
e an
d ke
y re
spon
sibi
liti
es o
f a
proj
ect
man
ager
.
3 Ke
y st
ages
in
the
proj
ect
life
cyc
le.
4 The
im
port
ance
of
the
rela
tion
ship
bet
wee
n th
e pr
ojec
t m
anag
er a
nd t
he p
roje
ct s
pons
or(s
) an
d an
y ke
y st
akeh
olde
rs.
5 W
hy it
is im
port
ant
to d
iscu
ss a
nd a
gree
the
key
obj
ecti
ves
and
scop
e of
a p
ropo
sed
proj
ect
wit
h th
e pr
ojec
t sp
onso
r(s)
and
any
key
sta
keho
lder
s be
fore
det
aile
d pl
anni
ng c
omm
ence
s.
6 The
typ
e of
inf
orm
atio
n ne
eded
for
eff
ecti
ve p
roje
ct p
lann
ing.
7 W
hy it
is im
port
ant
to b
e ab
le t
o id
enti
fy a
nd u
nder
stan
d ho
w a
pro
ject
fit
s w
ith
the
over
all vi
sion
, ob
ject
ives
and
pla
ns o
f th
e or
gani
sati
on a
nd a
ny p
rogr
amm
es o
f w
ork
or o
ther
pro
ject
s be
ing
unde
rtak
en.
8 W
hy it
is im
port
ant
to c
onsu
lt w
ith
rele
vant
peo
ple
in d
evel
opin
g a
proj
ect
plan
and
how
to
do s
o ef
fect
ivel
y.
9 W
hat
shou
ld b
e in
clud
ed in
a pr
ojec
t pl
an,
part
icul
arly
act
ivit
ies,
req
uire
d re
sour
ces
and
tim
esca
les
and
why
the
pla
n ne
eds
to b
e di
scus
sed
and
agre
ed w
ith
the
proj
ect
spon
sor(
s) a
nd a
ny k
ey
stak
ehol
ders
.
10 W
hy it
is im
port
ant
that
any
pro
ject
tea
m m
embe
rs a
re b
rief
ed o
n th
e pr
ojec
t pl
an,
thei
r ro
les
and
resp
onsi
biliti
es a
nd h
ow t
o do
so
effe
ctiv
ely.
11 W
ays
of p
rovi
ding
ong
oing
sup
port
, en
cour
agem
ent
and
info
rmat
ion
to a
ny p
roje
ct t
eam
mem
bers
.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
12 W
ays
of ide
ntif
ying
and
man
agin
g po
tent
ial ri
sks
in r
elat
ion
to t
he p
roje
ct.
13 The
im
port
ance
of
cont
inge
ncy-
plan
ning
and
how
to
do s
o ef
fect
ivel
y.
14 H
ow t
o se
lect
fro
m a
nd a
pply
a r
ange
of
basi
c pr
ojec
t m
anag
emen
t to
ols
and
tech
niqu
es t
o m
onit
or,
cont
rol an
d re
view
pro
gres
s of
the
pro
ject
.
15 Ef
fect
ive
way
s of
com
mun
icat
ing
wit
h pr
ojec
t sp
onso
r(s)
and
any
key
sta
keho
lder
s du
ring
a p
roje
ct.
16 The
im
port
ance
of
agre
eing
cha
nges
to
the
proj
ect
plan
wit
h th
e pr
ojec
t sp
onso
r(s)
and
any
key
st
akeh
olde
rs.
17 The
typ
e of
cha
nges
tha
t m
ight
nee
d to
be
mad
e to
a p
roje
ct p
lan
duri
ng im
plem
enta
tion
.
18 W
hy it
is im
port
ant
to c
onfi
rm s
atis
fact
ory
com
plet
ion
of t
he p
roje
ct w
ith
the
proj
ect
spon
sor(
s) a
nd
any
key
stak
ehol
ders
and
how
to
do s
o ef
fect
ivel
y.
19 H
ow t
o es
tabl
ish
effe
ctiv
e sy
stem
s fo
r ev
alua
ting
the
suc
cess
of
proj
ects
and
ide
ntif
ying
les
sons
for
th
e fu
ture
.
20 The
im
port
ance
of
reco
gnis
ing
the
cont
ribu
tion
s of
pro
ject
tea
m m
embe
rs t
o th
e su
cces
s of
pro
ject
s an
d di
ffer
ent
way
s of
doi
ng s
o.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Pr
ojec
t m
anag
emen
t to
ols
and
tech
niqu
es c
omm
only
use
d in
the
ind
ustr
y or
sec
tor.
2 Ris
ks a
nd c
onti
ngen
cies
com
mon
to
the
indu
stry
/sec
tor.
3 In
dust
ry/s
ecto
r-sp
ecif
ic leg
isla
tion
, re
gula
tion
s, g
uide
line
s an
d co
des
of p
ract
ice.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
pro
ject
spo
nsor
(s)
– th
e in
divi
dual
or
grou
p fo
r w
hom
the
pro
ject
is
bein
g un
dert
aken
.
2 Ke
y st
akeh
olde
rs –
the
ind
ivid
uals
or
grou
ps w
ho h
ave
a ve
sted
int
eres
t in
the
suc
cess
of
the
proj
ect
and
the
orga
nisa
tion
.
3 The
agr
eed
key
obje
ctiv
es a
nd s
cope
of
the
prop
osed
pro
ject
and
the
ava
ilab
le r
esou
rces
.
4 The
ove
rall v
isio
n, o
bjec
tive
s an
d pl
ans
of t
he o
rgan
isat
ion
and
any
othe
r re
leva
nt p
rogr
amm
es o
f w
ork
or o
ther
pro
ject
s be
ing
unde
rtak
en.
5 M
echa
nism
s fo
r co
nsul
ting
on
the
deve
lopm
ent
of t
he p
roje
ct p
lan
and
the
view
s/th
ough
ts r
ecei
ved
from
rel
evan
t pe
ople
in
rela
tion
to
prop
osal
s.
6 The
agr
eed
proj
ect
plan
.
7 The
rol
es a
nd r
espo
nsib
ilit
ies
of a
ny p
roje
ct t
eam
mem
bers
.
8 M
etho
ds u
sed
for
brie
fing
, su
ppor
ting
, en
cour
agin
g an
d pr
ovid
ing
info
rmat
ion
to a
ny p
roje
ct t
eam
m
embe
rs.
9 Su
stai
nabl
e pr
oces
ses
and
reso
urce
s pu
t in
pla
ce t
o m
anag
e po
tent
ial ri
sks
and
deal
wit
h co
ntin
genc
ies.
10 Typ
e an
d na
ture
of
pote
ntia
l ri
sks
iden
tifi
ed a
nd c
onti
ngen
cies
enc
ount
ered
.
11 Sp
ecif
ic p
roje
ct m
anag
emen
t to
ols
and
tech
niqu
es u
sed
to m
onit
or,
cont
rol an
d re
view
pro
gres
s.
12 Pr
oces
ses
in p
lace
for
com
mun
icat
ing
info
rmat
ion
on p
rogr
ess
of t
he p
roje
ct t
o th
e pr
ojec
t sp
onso
r(s)
, an
y ke
y st
akeh
olde
rs a
nd a
ny p
roje
ct t
eam
mem
bers
.
13 Pr
oces
ses
in p
lace
for
ide
ntif
ying
and
agr
eein
g ch
ange
s to
the
pro
ject
pla
n an
d an
y ch
ange
s w
hich
ha
ve b
een
mad
e.
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2
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
14 Pr
oces
ses
for
conf
irm
ing
sati
sfac
tory
com
plet
ion
of t
he p
roje
ct w
ith
the
proj
ect
spon
sor(
s) a
nd a
ny
key
stak
ehol
ders
.
15 Pr
oces
ses
for
eval
uati
ng t
he s
ucce
ss o
f th
e pr
ojec
t an
d an
y le
sson
s w
hich
hav
e be
en lea
rned
fro
m
unde
rtak
ing
the
proj
ect.
16 M
etho
ds u
sed
for
reco
gnis
ing
the
cont
ribu
tion
s of
any
pro
ject
tea
m m
embe
rs t
o su
cces
sful
pro
ject
s.
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VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
511
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
512
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
513
Unit
34 (
F1):
Man
age
a pro
ject
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
iscu
ss a
nd a
gree
the
key
obj
ecti
ves
and
scop
e of
the
pr
opos
ed p
roje
ct a
nd t
he a
vailab
le r
esou
rces
wit
h th
e pr
ojec
t sp
onso
r(s)
and
any
key
sta
keho
lder
s.
2 Id
enti
fy h
ow t
he p
ropo
sed
proj
ect
fits
wit
h th
e ov
eral
l vi
sion
, ob
ject
ives
and
pla
ns o
f th
e or
gani
sati
on a
nd a
ny
prog
ram
mes
of
wor
k or
oth
er p
roje
cts
bein
g un
dert
aken
.
3 D
evel
op,
in c
onsu
ltat
ion
wit
h re
leva
nt p
eopl
e, a
rea
list
ic
and
thor
ough
pla
n fo
r un
dert
akin
g th
e pr
ojec
t an
d ac
hiev
ing
the
key
obje
ctiv
es.
4 D
iscu
ss a
nd a
gree
the
pro
ject
pla
n w
ith
the
proj
ect
spon
sor(
s) a
nd a
ny k
ey s
take
hold
ers,
mak
ing
chan
ges
whe
re n
eces
sary
.
5 Br
ief
any
proj
ect
team
mem
bers
on
the
proj
ect
plan
and
th
eir
role
s an
d re
spon
sibi
liti
es a
nd p
rovi
de o
ngoi
ng
supp
ort,
enc
oura
gem
ent
and
info
rmat
ion.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
514
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Pu
t su
stai
nabl
e pr
oces
ses
and
reso
urce
s in
pla
ce t
o m
anag
e po
tent
ial ri
sks
aris
ing
from
the
pro
ject
and
dea
l w
ith
cont
inge
ncie
s.
7 Im
plem
ent
the
proj
ect
plan
, se
lect
ing
and
appl
ying
a r
ange
of
bas
ic p
roje
ct m
anag
emen
t to
ols
and
tech
niqu
es t
o m
onit
or,
cont
rol an
d re
view
pro
gres
s.
8 Com
mun
icat
e pr
ogre
ss t
o th
e pr
ojec
t sp
onso
r(s)
, an
y ke
y st
akeh
olde
rs a
nd a
ny p
roje
ct t
eam
mem
bers
on
a re
gula
r ba
sis.
9 Id
enti
fy,
in t
he lig
ht o
f pr
ogre
ss a
nd a
ny p
robl
ems
enco
unte
red
and
wid
er d
evel
opm
ents
, an
y re
quir
ed
chan
ges
to t
he p
roje
ct p
lan,
obt
aini
ng a
gree
men
t fr
om
proj
ect
spon
sors
and
any
key
sta
keho
lder
s w
here
ne
cess
ary.
10 Ach
ieve
pro
ject
obj
ecti
ves
usin
g th
e ag
reed
lev
el o
f re
sour
ces.
11 Con
firm
sat
isfa
ctor
y co
mpl
etio
n of
the
pro
ject
wit
h th
e pr
ojec
t sp
onso
r(s)
and
any
key
sta
keho
lder
s.
12 Ev
alua
te t
he s
ucce
ss o
f th
e pr
ojec
t, ide
ntif
ying
wha
t le
sson
s ca
n be
lea
rned
and
rec
ogni
sing
the
con
trib
utio
ns o
f an
y pr
ojec
t te
am m
embe
rs.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
515
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
516
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
517
Unit
34 (
F1):
Man
age
a pro
ject
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly
and
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
2 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u cr
eate
a s
ense
of
com
mon
pur
pose
.
5 Yo
u m
ake
best
use
of
avai
labl
e re
sour
ces
and
proa
ctiv
ely
seek
new
sou
rces
of
supp
ort
whe
n ne
cess
ary.
6 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
own
auth
orit
y.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
518
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u ar
e vi
gila
nt f
or p
oten
tial
ris
ks a
nd h
azar
ds.
8 Yo
u ta
ke p
ride
in
delive
ring
hig
h qu
alit
y w
ork.
9 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs
happ
en.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
519
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
520
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
521
Unit 35: Manage a programme of complementary projects
Unit code: F2
Unit credit: 12
Unit level: 10
Introduction
What this unit is about
This unit is about managing a specific programme of different projects which are independent but still depend on each other. Taken together, these projects will contribute to achieving a bigger strategic aim.
Who is the unit for?
The unit is recommended for middle managers and senior managers.
Links to other units
This unit is linked to unit F1: Manage a project in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing a programme of complementary projects. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Analysing
Communicating
Managing conflict
Delegating
Decision-making
Influencing
Leadership
Motivating
Negotiating
Planning
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
522
Problem-solving
Questioning
Stress management
Time management
Team-building
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523
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
dif
fere
nce
betw
een
proj
ect
and
prog
ram
me
man
agem
ent.
2 The
rol
es a
nd k
ey r
espo
nsib
ilit
ies
of a
pro
gram
me
man
ager
.
3 Pr
inci
ples
, pr
oces
ses,
too
ls a
nd t
echn
ique
s fo
r m
anag
ing
prog
ram
mes
.
4 The
bas
ic p
rinc
iple
s, m
etho
ds a
nd t
echn
ique
s of
tot
al q
uality
man
agem
ent.
5 H
ow t
o m
anag
e, m
otiv
ate,
pla
n, m
onit
or a
nd a
sses
s pe
ople
.
6 H
ow t
o as
sess
and
man
age
risk
.
7 H
ow t
o m
anag
e ch
ange
wit
hin
proj
ects
and
pro
gram
mes
.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Pr
ogra
mm
e an
d pr
ojec
t m
anag
emen
t to
ols
and
tech
niqu
es c
omm
only
use
d in
the
ind
ustr
y or
sec
tor.
2 Ris
ks a
nd c
onti
ngen
cies
com
mon
to
the
indu
stry
/sec
tor.
3 In
dust
ry/s
ecto
r-sp
ecif
ic leg
isla
tion
, re
gula
tion
s, g
uide
line
s an
d co
des
of p
ract
ice.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
pro
gram
me
spon
sor(
s) –
the
ind
ivid
ual or
gro
up f
or w
hom
the
pro
gram
me
is b
eing
und
erta
ken.
2 Ke
y st
akeh
olde
rs –
the
ind
ivid
uals
or
grou
ps w
ho h
ave
a ve
sted
int
eres
t in
the
suc
cess
of
the
prog
ram
me
and
the
orga
nisa
tion
.
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012
© P
ears
on E
duca
tion
Lim
ited
201
2
524
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
3 G
ener
al o
rgan
isat
iona
l po
lici
es,
prac
tice
s an
d ac
tivi
ties
tha
t m
ay a
ffec
t th
e pr
ogra
mm
e pl
an.
4 The
agr
eed
key
obje
ctiv
es a
nd s
cope
of
the
prog
ram
me
and
the
avai
labl
e re
sour
ces.
5 The
ove
rall v
isio
n, o
bjec
tive
s an
d pl
ans
of t
he o
rgan
isat
ion
and
any
othe
r re
leva
nt p
rogr
amm
es o
f w
ork
or p
roje
cts
bein
g un
dert
aken
.
6 Pr
oced
ures
in
your
org
anis
atio
n fo
r m
anag
ing
fina
nce.
7 Pr
oced
ures
in
your
org
anis
atio
n fo
r bu
ying
pro
duct
s an
d se
rvic
es.
8 G
ener
al leg
al r
equi
rem
ents
tha
t ar
e re
leva
nt t
o yo
ur o
rgan
isat
ion.
9 G
ener
al q
ualit
y st
anda
rds
and
proc
esse
s w
ithi
n yo
ur o
rgan
isat
ion.
10
Gen
eral
per
sonn
el p
olic
ies
and
proc
edur
es w
ithi
n yo
ur o
rgan
isat
ion.
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—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
525
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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— E
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
526
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
527
Unit
35 (
F2):
Man
age
a pro
gram
me
of c
omple
men
tary
pro
ject
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 M
ake
sure
eve
ryon
e in
volv
ed is
clea
r ab
out
how
the
pr
ogra
mm
e link
s to
str
ateg
ic t
arge
ts.
2 Tak
e ac
coun
t of
all e
ssen
tial
nee
ds a
nd t
rans
late
st
rate
gic
targ
ets
into
pra
ctic
al,
effi
cien
t an
d ef
fect
ive
acti
ons.
3 M
ake
sure
eve
ryon
e in
volv
ed u
nder
stan
ds t
he c
riti
cal
aspe
cts
of p
utti
ng t
he p
rogr
amm
e in
to p
ract
ice
and
arra
ngem
ents
for
dea
ling
wit
h co
ntin
genc
ies.
4 M
onit
or a
nd c
ontr
ol t
he p
rogr
amm
e so
tha
t it
ach
ieve
s th
e st
ated
obj
ecti
ves
in t
he m
ost
effe
ctiv
e an
d ef
fici
ent
way
, on
tim
e an
d w
ithi
n th
e bu
dget
.
5 Pr
ovid
e su
ppor
t to
allow
pro
gram
me
team
mem
bers
to
perf
orm
eff
icie
ntly
and
eff
ecti
vely
.
6 M
ake
reco
mm
enda
tion
s w
hich
ide
ntif
y go
od p
ract
ice
and
area
s fo
r im
prov
emen
t.
7 Tel
l ev
eryo
ne inv
olve
d ab
out
impo
rtan
t is
sues
and
the
re
sult
s of
put
ting
the
pro
gram
me
into
pra
ctic
e.
SV02
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date
Log
book
— E
dexc
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VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
528
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
529
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
530
Unit
35 (
F2):
Man
age
a pro
gram
me
of c
omple
men
tary
pro
ject
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ad
dres
s m
ulti
ple
dem
ands
wit
hout
los
ing
focu
s or
ene
rgy.
2 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly
and
adju
st p
lans
and
act
ivit
ies
acco
rdin
gly.
3 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
4 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
5 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
6 Yo
u m
onit
or t
he q
uality
of
wor
k an
d pr
ogre
ss
agai
nst
plan
s an
d ta
ke a
ppro
pria
te c
orre
ctiv
e ac
tion
, w
here
nec
essa
ry.
7 Yo
u cr
eate
a s
ense
of
com
mon
pur
pose
.
8 Yo
u id
enti
fy a
ran
ge o
f el
emen
ts in
a si
tuat
ion
and
how
the
y re
late
to
each
oth
er.
SV02
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date
Log
book
— E
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el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
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Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
531
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
532
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
533
Unit 36: Develop and implement marketing plans for your area of responsibility
Unit code: F4
Unit credit: 5
Unit level: 9
Introduction
What this unit is about
This unit is about developing and implementing marketing plans for your area of responsibility.
This unit describes the classic model of marketing planning, implementation and control, which can be adopted by managers who do not have specialist marketing expertise.
Who is the unit for?
The unit is recommended particularly for middle managers who, as part of their role, are required to develop marketing plans for their area of responsibility.
It is not aimed at specialist marketing managers who should refer to the Marketing National Occupational Standards.
Links to other units
This unit is linked to units B6: Provide leadership in your area of responsibility, D1: Develop productive working relationships with colleagues, E1: Manage a budget, E10: Take effective decisions, F9: Build you organisation’s understanding of its market and customers and F16: Manage the development and marketing of products/services in your area of responsibility in the overall suite of National Occupational Standards for Management and Leadership.
It is based on two specialist units from the Marketing National Occupational Standards, developed by the Marketing and Sales Standards Setting Body: 3.1.1
Develop marketing strategies and plans for products/ services and 6.1.2 Implement marketing strategies and plans for products/services.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
534
Skills
Listed below are the main generic ‘skills’ that need to be applied in developing and implementing marketing plans for your area of responsibility. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information.
Analysing
Communicating
Decision-making
Evaluating
Forecasting
Monitoring
Obtaining feedback
Planning
Prioritising
Questioning
Reporting
Researching
Setting objectives
Thinking creatively
Time management
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ears
on E
duca
tion
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ited
201
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 H
ow t
o id
enti
fy,
deve
lop
and
prio
riti
se m
arke
ting
obj
ecti
ves
for
your
are
a of
res
pons
ibilit
y th
at a
re
cons
iste
nt w
ith
your
org
anis
atio
n’s
over
all bu
sine
ss p
lan.
2 The
im
port
ance
of
obta
inin
g ad
vice
and
sup
port
fro
m m
arke
ting
spe
cial
ists
and
tho
se p
rovi
ding
se
rvic
es,
as r
equi
red.
3 H
ow t
o id
enti
fy a
nd t
arge
t m
arke
ts.
4 H
ow t
o de
velo
p ap
prop
riat
e st
rate
gies
for
rea
lisi
ng m
arke
ting
obj
ecti
ves.
5 H
ow t
o de
velo
p m
arke
ting
pla
ns a
nd b
udge
ts f
or t
he a
chie
vem
ent
of t
he s
trat
egie
s, s
etti
ng o
ut c
lear
ac
tion
s, a
ccou
ntab
ilit
ies
and
mile
ston
es a
nd t
he im
port
ance
of
agre
eing
the
se.
6 H
ow t
o id
enti
fy a
nd a
cces
s th
e re
sour
ces
and
capa
biliti
es r
equi
red
for
your
pla
ns.
7 H
ow t
o id
enti
fy s
usta
inab
le r
esou
rces
and
ens
ure
thei
r ef
fect
ive
use
to s
uppo
rt y
our
plan
s.
8 The
im
port
ance
of
com
mun
icat
ing
the
plan
to
peop
le a
nd e
nsur
ing
unde
rsta
ndin
g an
d co
mm
itm
ent,
an
d ho
w t
o do
so
effe
ctiv
ely.
9 The
im
port
ance
of
impl
emen
ting
the
pla
n as
agr
eed
and
wit
hin
budg
et.
10 H
ow t
o m
onit
or a
nd r
epor
t on
the
im
plem
enta
tion
and
per
form
ance
of
the
plan
aga
inst
miles
tone
s an
d bu
dget
s.
11 The
im
port
ance
of
taki
ng t
imel
y an
d ap
prop
riat
e ac
tion
to
addr
ess
any
sign
ific
ant
vari
ance
s in
pe
rfor
man
ce a
gain
st t
he p
lan,
and
how
to
do s
o ef
fect
ivel
y.
12 The
im
port
ance
of
iden
tify
ing
way
s in
whi
ch f
utur
e m
arke
ting
pla
nnin
g ca
n be
im
prov
ed.
13 H
ow t
o de
velo
p an
d im
plem
ent
mea
sure
s an
d m
etho
ds f
or e
valu
atin
g th
e im
plem
enta
tion
of
the
mar
keti
ng p
lan.
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012
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ears
on E
duca
tion
Lim
ited
201
2
536
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or d
evel
opin
g an
d im
plem
enti
ng m
arke
ting
pla
ns f
or y
our
area
of
resp
onsi
bilit
y.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s ov
eral
l bu
sine
ss p
lan
rele
vant
to
your
are
a of
res
pons
ibili
ty.
2 So
urce
s of
adv
ice,
and
sup
port
fro
m m
arke
ting
spe
cial
ists
and
tho
se p
rovi
ding
mar
keti
ng s
ervi
ces.
3 Yo
ur p
rodu
cts
and
serv
ices
.
4 Yo
ur o
rgan
isat
ion’
s ac
tual
and
pot
enti
al c
usto
mer
bas
e fo
r yo
ur p
rodu
cts
and
serv
ices
.
5 Yo
ur o
rgan
isat
ion’
s ac
tual
and
pot
enti
al c
ompe
tito
rs o
f yo
ur p
rodu
cts
and
serv
ices
.
6 Ava
ilab
le r
esou
rces
and
cap
abilit
ies
to s
uppo
rt y
our
plan
s.
SV02
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
537
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
538
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
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andi
date
Log
book
— E
dexc
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
539
Unit
36 (
F4):
Dev
elop
and im
ple
men
t m
arke
ting
pla
ns
for
your
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy a
nd p
rior
itis
e m
arke
ting
obj
ecti
ves
for
your
are
a of
re
spon
sibi
lity
tha
t ar
e co
nsis
tent
wit
h yo
ur o
rgan
isat
ion’
s ov
eral
l bu
sine
ss p
lan,
cul
ture
, vi
sion
and
val
ues
and
take
in
to a
ccou
nt t
he n
eeds
of
othe
r ar
eas
of t
he o
rgan
isat
ion.
2 O
btai
n ad
vice
and
sup
port
fro
m m
arke
ting
spe
cial
ists
and
th
ose
prov
idin
g m
arke
ting
ser
vice
s, a
s re
quir
ed.
3 Id
enti
fy t
he t
arge
t m
arke
ts f
or y
our
prod
ucts
and
ser
vice
s an
d de
velo
p ap
prop
riat
e st
rate
gies
for
rea
lisi
ng m
arke
ting
ob
ject
ives
.
4 D
evel
op a
nd a
gree
mar
keti
ng p
lans
and
bud
gets
for
the
ac
hiev
emen
t of
the
str
ateg
ies,
set
ting
out
cle
ar a
ctio
ns,
risk
s, c
onti
ngen
cies
, ac
coun
tabi
litie
s an
d m
ilest
ones
.
5 Id
enti
fy a
nd a
cces
s th
e re
sour
ces
and
capa
biliti
es r
equi
red
for
your
pla
ns.
6 En
sure
tha
t th
ose
impl
emen
ting
the
mar
keti
ng p
lan
unde
rsta
nd t
heir
ind
ivid
ual re
spon
sibi
liti
es a
nd a
re
com
mit
ted
to a
chie
ving
obj
ecti
ves.
SV02
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date
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book
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
540
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Ex
erci
se f
lexi
bility
whi
le im
plem
enti
ng t
he p
lan
as a
gree
d an
d w
ithi
n bu
dget
.
8 Im
plem
ent
the
plan
as
agre
ed w
hils
t ex
erci
sing
fle
xibi
lity
.
9 M
onit
or a
nd r
epor
t on
the
im
plem
enta
tion
and
pe
rfor
man
ce o
f th
e pl
an a
gain
st m
iles
tone
s an
d bu
dget
s.
10 Tak
e ti
mel
y an
d ap
prop
riat
e ac
tion
to
addr
ess
any
sign
ific
ant
vari
ance
s in
per
form
ance
aga
inst
the
pla
n.
11 Ev
alua
te t
he im
plem
enta
tion
of
the
mar
keti
ng p
lan
and
use
the
info
rmat
ion
to im
prov
e fu
ture
mar
keti
ng p
lann
ing.
SV02
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book
— E
dexc
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4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
541
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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anua
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ears
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duca
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ited
201
2
542
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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date
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— E
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012
© P
ears
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duca
tion
Lim
ited
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543
Unit
36 (
F4):
Dev
elop
and im
ple
men
t m
arke
ting
pla
ns
for
your
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
ele
men
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ad
dres
s m
ulti
ple
dem
ands
wit
hout
los
ing
focu
s or
ene
rgy.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
mak
e th
e be
st u
se o
f ti
me
and
reso
urce
s.
4 Yo
u ch
eck
indi
vidu
als’
com
mit
men
t to
the
ir r
oles
in
a sp
ecif
ic c
ours
e of
act
ion.
5 Yo
u m
onit
or t
he q
uality
of
wor
k an
d pr
ogre
ss
agai
nst
plan
s an
d ta
ke a
ppro
pria
te c
orre
ctiv
e ac
tion
, w
here
nec
essa
ry.
6 Yo
u m
ake
best
use
of
avai
labl
e re
sour
ces
and
proa
ctiv
ely
seek
new
sou
rces
of
supp
ort
whe
n ne
cess
ary.
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ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
544
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u re
spon
d po
siti
vely
and
cre
ativ
ely
to s
etba
cks.
8 Yo
u an
tici
pate
lik
ely
futu
re s
cena
rios
bas
ed o
n a
real
isti
c an
alys
is o
f tr
ends
and
dev
elop
men
ts.
9 Yo
u w
ork
tow
ards
a c
lear
ly d
efin
ed v
isio
n of
the
fu
ture
.
10 Yo
u ta
ke t
imel
y de
cisi
ons
that
are
rea
list
ic f
or t
he
situ
atio
n.
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— E
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4 in
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at S
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vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
545
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
546
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
547
Unit 37: Build your organisation’s understanding of its market and customers
Unit code: F9
Unit credit: 12
Unit level: 9
Introduction
What this unit is about
This unit is about making sure that relevant and reliable information about the organisation’s market and customers is constantly available and shared.
The term ‘customer’ includes internal and external customers of the organisation or part of the organisation that the manager is responsible for.
Who is the unit for?
The unit is recommended for middle managers and senior managers.
Links to other units
This unit is linked to units F4: Develop and implement marketing plans for your area of responsibility, F10: Develop a customer-focused organisation and F16: Manage the development and marketing of products/services in your area of responsibility in the overall suite of National Occupational Standards for Management and Leadership.
If your organisation is a small firm, you should look at unit B1: Improve your sales and marketing, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or at the SFEDI website (www.sfedi.co.uk).
Skills
Listed below are the main generic ‘skills’ that need to be applied in building your organisation’s understanding of its market and customers. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Information management
Communicating
Analysing
Assessing
Thinking strategically
Forecasting
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
548
Innovating
Networking
Presenting information
Decision-making
Thinking with a focus on customers
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ears
on E
duca
tion
Lim
ited
201
2
549
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 W
here
you
can
get
inf
orm
atio
n ab
out
your
cus
tom
ers
and
the
mar
ket
and
the
adva
ntag
es a
nd
disa
dvan
tage
s of
dif
fere
nt s
ourc
es.
2 H
ow y
ou c
an g
et inf
orm
atio
n on
com
peti
tors
or
sim
ilar
org
anis
atio
ns.
3 H
ow t
o as
sess
sou
rces
of
info
rmat
ion
abou
t yo
ur c
usto
mer
s an
d th
e m
arke
t to
see
how
sui
tabl
e th
ey
are
to u
se.
4 So
urce
s of
pro
fess
iona
l m
arke
t-re
sear
ch e
xper
tise
.
5 M
etho
ds o
f ga
inin
g cu
stom
er f
eedb
ack,
and
the
cos
ts a
nd b
enef
its
asso
ciat
ed w
ith
them
.
6 H
ow t
o an
alys
e, m
easu
re a
nd a
sses
s da
ta a
nd t
urn
it int
o in
form
atio
n th
at is
suit
able
for
bus
ines
s pu
rpos
es.
7 Aw
aren
ess
of h
ow inf
orm
atio
n so
ftw
are
prod
ucts
can
hel
p yo
u co
llec
t an
d an
alys
e in
form
atio
n.
8 The
leg
isla
tive
and
eth
ical
res
tric
tion
s re
lati
ng t
o th
e co
llec
ting
, st
orin
g an
d sh
arin
g of
inf
orm
atio
n.
9 The
im
port
ance
of
chec
king
use
rs’
unde
rsta
ndin
g of
the
pro
cess
for
col
lect
ing
info
rmat
ion
and
thei
r ro
le s
uppo
rtin
g it
.
10 The
pri
ncip
les
of c
ost-
bene
fit
anal
ysis
.
SV02
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ent
at S
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F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
550
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
11 The
pri
ncip
le t
hat
cust
omer
s bu
y pr
oduc
ts a
nd/o
r se
rvic
es f
or t
he b
enef
its
they
giv
e th
em.
12 The
pri
ncip
le o
f tr
ying
to
secu
re c
ompe
titi
ve a
dvan
tage
so
that
mor
e cu
stom
ers
will pr
efer
the
pr
oduc
ts a
nd/o
r se
rvic
es o
f yo
ur o
rgan
isat
ion.
13 The
pri
ncip
les
of m
arke
t se
gmen
tati
on a
nd w
hy t
his
is im
port
ant.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 The
sec
tor
and
mar
ket
in w
hich
you
r or
gani
sati
on w
orks
.
2 Le
gal an
d re
gula
tory
res
tric
tion
s th
at m
ay a
ffec
t yo
ur p
rodu
cts
and/
or s
ervi
ces
(or
both
).
3 So
urce
s of
spe
cifi
c in
form
atio
n ab
out
the
mar
ket
and
abou
t th
e cu
stom
ers.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s pr
oduc
ts,
serv
ices
, te
chno
logi
es a
nd p
roce
sses
.
2 O
ppor
tuni
ties
for
col
lect
ing
exis
ting
and
new
inf
orm
atio
n ab
out
the
mar
ket
and
cust
omer
s.
3 The
inf
orm
atio
n ab
out
mar
kets
and
cus
tom
ers
that
is
avai
labl
e w
ithi
n yo
ur o
rgan
isat
ion,
and
the
sy
stem
s th
at a
re u
sed
for
collec
ting
and
sto
ring
the
inf
orm
atio
n.
SV02
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
551
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
552
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
553
Unit
37 (
F9):
Build y
our
orga
nis
atio
n’s
under
stan
din
g of
its
mar
ket
and c
ust
omer
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Id
enti
fy y
our
cust
omer
s’ c
urre
nt a
nd f
utur
e ne
eds
and
expe
ctat
ions
and
pre
dict
ed f
utur
e de
man
d le
vels
.
2 Id
enti
fy t
he m
arke
t fo
r yo
ur p
rodu
cts
and/
or s
ervi
ces
and
any
mar
ket
segm
ents
.
3 Id
enti
fy a
nd a
sses
s cu
rren
t an
d fu
ture
dev
elop
men
ts
in y
our
sect
or,
incl
udin
g co
mpe
tito
rs’
acti
viti
es.
4 Id
enti
fy a
nd a
sses
s op
port
unit
ies
to e
xpan
d in
to n
ew
mar
kets
and
for
inn
ovat
ions
tha
t m
eet
cust
omer
s’
need
s.
5 Id
enti
fy t
he r
easo
ns w
hy c
usto
mer
s us
e pr
oduc
ts
and/
or
serv
ices
fro
m y
our
orga
nisa
tion
rat
her
than
fr
om y
our
com
peti
tors
.
6 Id
enti
fy a
nd a
sses
s an
y th
reat
s to
, an
d w
eakn
esse
s in
, yo
ur o
rgan
isat
ion’
s pr
oduc
ts a
nd s
ervi
ces.
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vel 9
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Issu
e 1
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
554
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 M
ake
sure
the
re is
a sh
ared
und
erst
andi
ng o
f yo
ur
cust
omer
s an
d yo
ur c
ompe
titi
ve p
osit
ion
in t
he
mar
ket
acro
ss y
our
orga
nisa
tion
.
8 U
se inf
orm
atio
n ab
out
cust
omer
s an
d th
e m
arke
t to
he
lp m
anag
ers
mak
e de
cisi
ons.
SV02
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date
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book
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4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
555
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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Log
book
— E
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4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
556
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
557
Unit
37 (
F9):
Build y
our
orga
nis
atio
n’s
under
stan
din
g of
its
mar
ket
and c
ust
omer
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u an
alys
e an
d st
ruct
ure
info
rmat
ion
to d
evel
op
know
ledg
e th
at c
an b
e sh
ared
.
2 Yo
u de
velo
p sy
stem
s to
gat
her
and
man
age
info
rmat
ion
and
know
ledg
e ef
fect
ivel
y, e
ffic
ient
ly a
nd
ethi
cally.
3 Yo
u re
cogn
ise
your
ow
n st
reng
ths
and
lim
itat
ions
, pl
ay
to y
our
stre
ngth
s an
d us
e al
tern
ativ
e st
rate
gies
to
min
imis
e th
e im
pact
of
your
lim
itat
ions
.
4 Yo
u an
tici
pate
lik
ely
futu
re s
cena
rios
bas
ed o
n a
real
isti
c an
alys
is o
f tr
ends
and
dev
elop
men
ts.
5 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
6 Yo
u ar
ticu
late
the
ass
umpt
ions
mad
e an
d ri
sks
invo
lved
in
unde
rsta
ndin
g a
situ
atio
n.
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
558
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
559
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
560
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
561
Unit 38: Manage the achievement of customer satisfaction
Unit code: F11
Unit credit: 9
Unit level: 9
Introduction
What this unit is about
This unit covers a broad range of general, operational management responsibilities, all aimed at satisfying customers with the processes, products and/or services being delivered.
The term ‘customer’ includes internal and external customers of the organisation.
Who is the unit for?
The unit is recommended for middle managers.
Links to other units
This unit is closely linked to unit F8: Work with others to improve customer service and F17: Manage the delivery of customer service in your area of responsibility in the overall suite of National Occupational Standards for Management and Leadership.
There is also a suite of National Occupational Standards for Customer Service which is aimed at those in customer service roles or whose roles have a significant customer service component. You can obtain further information from the Institute of Customer Service (ICS) on tel. 01206 571 716 or at the ICS website (www.instituteofcustomerservice.com).
If your organisation is a small firm, you should look at unit C1: Look after your customers, which has been developed by the Small Firms Enterprise and Development Initiative (SFEDI) specifically for small firms and which may be more suitable to your needs. You can obtain information on the unit from SFEDI on tel. 0114 241 2155 or at the SFEDI website (www.sfedi.co.uk).
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
562
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing the achievement of customer satisfaction. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Problem-solving
Valuing and supporting others
Planning
Communicating
Monitoring
Reporting
Coaching
Mentoring
Empowering
Motivating
Thinking with a focus on customers
SV02
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anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
dif
fere
nce
betw
een
cust
omer
ser
vice
and
cus
tom
er s
atis
fact
ion.
2 The
fac
tors
tha
t m
ake
cust
omer
s sa
tisf
ied.
3 The
im
port
ance
of
achi
evin
g cu
stom
er s
atis
fact
ion
in a
com
peti
tive
env
iron
men
t or
an
envi
ronm
ent
whe
re h
igh
leve
ls o
f se
rvic
e ar
e ex
pect
ed.
4 Be
st p
ract
ice
in c
usto
mer
ser
vice
out
side
you
r ow
n se
ctor
.
5 Typ
es o
f cu
stom
er s
urve
y an
d ef
fect
ive
way
s of
col
lect
ing
feed
back
.
6 H
ow t
o m
easu
re c
usto
mer
sat
isfa
ctio
n.
7 Tec
hniq
ues
and
rew
ard
stra
tegi
es f
or m
otiv
atin
g st
aff.
8 H
ow inf
orm
atio
n an
d co
mm
unic
atio
ns t
echn
olog
y ca
n su
ppor
t cu
stom
er s
ervi
ce a
nd c
usto
mer
sa
tisf
acti
on.
9 Su
stai
nabl
e pr
oces
s/sy
stem
s de
sign
and
man
agem
ent.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Cur
rent
and
em
ergi
ng t
rend
s th
at a
re lik
ely
to a
ffec
t yo
ur p
rodu
cts
and/
or s
ervi
ces.
2 D
evel
opm
ents
in
tech
nolo
gy a
nd h
ow t
his
will af
fect
you
r w
ork
wit
h cu
stom
ers.
3
The
leg
al a
nd r
egul
ator
y fr
amew
ork
wit
hin
whi
ch y
ou w
ork,
inc
ludi
ng c
usto
mer
and
con
sum
er r
ight
s,
rele
vant
cod
es o
f pr
acti
ce a
nd e
thic
al c
odes
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
564
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s pr
oduc
ts a
nd/o
r se
rvic
es.
2 Yo
ur o
rgan
isat
ion’
s cu
stom
ers.
3 The
ove
rall v
isio
n, o
bjec
tive
s an
d as
soci
ated
pla
ns o
f yo
ur o
rgan
isat
ion
and
its
valu
es.
4 The
str
engt
hs a
nd w
eakn
esse
s of
you
r pr
oduc
ts a
nd s
ervi
ces
in t
erm
s of
cus
tom
er s
atis
fact
ion.
5 The
cus
tom
er s
atis
fact
ion
surv
ey,
feed
back
and
mea
suri
ng m
etho
ds t
hat
are
suit
able
for
you
r or
gani
sati
on.
6 The
act
ivit
ies
and
serv
ices
of
your
com
peti
tors
or
sim
ilar
org
anis
atio
ns a
nd h
ow t
his
may
aff
ect
your
pr
oduc
ts,
serv
ices
and
pro
cess
es.
7 W
hich
org
anis
atio
ns y
ou a
re c
ompa
red
wit
h by
you
r cu
stom
ers.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
565
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
566
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
567
Unit
38 (
F11):
Man
age
the
achie
vem
ent
of c
ust
omer
sat
isfa
ctio
n
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 En
sure
tha
t co
llea
gues
are
bri
efed
on
and
unde
rsta
nd t
he
expe
ctat
ions
of
cust
omer
s an
d th
eir
own
role
s an
d re
spon
sibi
liti
es in
mee
ting
the
se e
xpec
tati
ons,
inc
ludi
ng
any
agre
ed s
tand
ards
of
cust
omer
ser
vice
.
2 Em
pow
er c
olle
ague
s to
del
iver
goo
d cu
stom
er s
ervi
ce,
incl
udin
g id
enti
fyin
g an
d ad
dres
sing
the
ir lea
rnin
g ne
eds
and
prov
idin
g ot
her
reso
urce
s.
3 En
sure
tha
t cl
ear
and
effe
ctiv
e su
stai
nabl
e pr
oces
ses
are
in p
lace
to
supp
ort
cust
omer
s an
d so
rt o
ut t
heir
pro
blem
s.
4 En
sure
tha
t th
e da
y-to
-day
beh
avio
ur o
f co
llea
gues
m
atch
es t
he o
rgan
isat
ion’
s cu
stom
er-f
ocus
ed v
alue
s.
5 D
evel
op a
cul
ture
whi
ch n
urtu
res,
res
pect
s, v
alue
s,
reco
gnis
es a
nd r
ewar
ds ‘
fron
t-lin
e’ c
olle
ague
s w
ho w
ork
wit
h cu
stom
ers.
6 Es
tabl
ish
and
oper
ate
suit
able
sus
tain
able
pro
cess
es f
or
mon
itor
ing
leve
ls o
f cu
stom
er s
atis
fact
ion.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
568
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 M
ake
reco
mm
enda
tion
s an
d pr
opos
e pl
ans
to im
prov
e th
e le
vel of
cus
tom
er s
atis
fact
ion.
8 D
emon
stra
te inc
reas
ing
leve
ls o
f cu
stom
er s
atis
fact
ion
wit
h th
e or
gani
sati
on’s
pro
duct
s an
d/or
ser
vice
s an
d pr
oces
ses.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
569
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
570
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
571
Unit
38 (
F11):
Man
age
the
achie
vem
ent
of c
ust
omer
sat
isfa
ctio
n
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u co
nsta
ntly
see
k to
im
prov
e pe
rfor
man
ce.
2 Yo
u re
cogn
ise
the
achi
evem
ents
and
the
suc
cess
of
othe
rs.
3 Yo
u de
mon
stra
te a
cle
ar u
nder
stan
ding
of
diff
eren
t cu
stom
ers
and
thei
r re
al a
nd p
erce
ived
ne
eds.
4 Yo
u em
pow
er s
taff
to
solv
e cu
stom
er p
robl
ems
wit
hin
clea
r lim
its
of a
utho
rity
.
5 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
reso
lvin
g cu
stom
er p
robl
ems
refe
rred
to
you
by o
ther
sta
ff.
6 Yo
u re
cogn
ise
recu
rrin
g pr
oble
ms
and
prom
ote
chan
ges
to s
truc
ture
s, s
yste
ms
and
proc
esse
s to
re
solv
e th
ese.
7 Yo
u ad
voca
te c
usto
mer
s’ int
eres
ts w
ithi
n yo
ur
orga
nisa
tion
.
8 Yo
u ar
ticu
late
a v
isio
n th
at g
ener
ates
exc
item
ent,
en
thus
iasm
and
com
mit
men
t.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
572
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
573
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
574
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
575
Unit 39: Manage quality systems Unit code: F13
Unit credit: 5
Unit level: 9
Introduction
What this unit is about
This unit is about managing quality systems to ensure that business processes consistently deliver products/ services that meet customers’ and other stakeholders’ quality expectations and legal and regulatory requirements.
ISO9001:2000, EFQM Excellence Model, Total Quality Management, Six Sigma, Lean Manufacturing, PQASSO and Investors in People are some of the common generic quality assurance systems and standards in use in the UK, although almost every sector has specific quality standards and requirements. Managers responsible for assuring quality in their organisation, or their part of the organisation, need to make sure systems are in place and people are competent to manage processes and deliver products and/or services whose quality meets the expected standards.
Whereas unit F3 is about managing individual business processes, this unit, F13, is broader, ensuring that the outputs of all processes meet required standards and are continuously improved.
Who is the unit for?
The unit is for managers who have specific responsibility for managing quality systems to assure quality of products and/or services in their organisation, or their part of the organisation.
Links to other units
This unit is linked to units E17: Outsource business processes, F14: Prepare for and participate in quality audits and F15: Carry out quality audits in the overall suite of National Occupational Standards for Management and Leadership.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
576
Skills
Listed below are the main generic ‘skills’ that need to be applied in assuring quality. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information.
Assessing
Communicating
Decision-making
Evaluating
Influencing
Information management
Involving others
Monitoring
Motivating
Obtaining feedback
Planning
Presenting information
Providing feedback
Questioning
Reporting
Setting objectives
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on E
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ited
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577
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
im
port
ance
of
keep
ing
up-t
o-da
te w
ith
curr
ent
deve
lopm
ents
, to
ols
and
tech
niqu
es in
qual
ity
man
agem
ent,
cus
tom
ers’
and
oth
er s
take
hold
ers’
qua
lity
exp
ecta
tion
s an
d le
gal an
d re
gula
tory
re
quir
emen
ts.
2 H
ow t
o en
sure
the
qua
lity
sta
ndar
ds t
o w
hich
you
are
wor
king
are
cap
able
of
delive
ring
the
qua
lity
of
pro
duct
s/se
rvic
es y
our
cust
omer
s ex
pect
.
3 Any
rel
evan
t qu
alit
y m
arks
, aw
ards
or
accr
edit
atio
n, a
nd h
ow t
he q
uality
sta
ndar
ds t
o w
hich
you
are
w
orki
ng c
an o
btai
n th
ese.
4 H
ow t
o en
sure
the
qua
lity
sta
ndar
ds t
o w
hich
you
are
wor
king
mee
t an
y le
gal an
d re
gula
tory
re
quir
emen
ts.
5 The
im
port
ance
of
ensu
ring
sys
tem
s an
d pl
ans
are
in p
lace
to
ensu
re q
uality
sta
ndar
ds a
re m
et a
nd
mai
ntai
ned,
and
how
to
do s
o.
6 The
im
port
ance
of
com
mun
icat
ing
info
rmat
ion
clea
rly,
con
cise
ly a
nd a
ccur
atel
y, a
nd h
ow t
o do
so.
7 The
im
port
ance
of
keep
ing
peop
le u
pdat
ed a
bout
the
ir r
oles
in
mee
ting
qua
lity
sta
ndar
ds,
and
how
to
ens
ure
peop
le a
re c
ompe
tent
to
fulf
il s
uch
role
s.
8 The
im
port
ance
of
enco
urag
ing
peop
le t
o ta
ke p
erso
nal re
spon
sibi
lity
for
ach
ievi
ng q
uality
st
anda
rds.
9 The
im
port
ance
of
enco
urag
ing
peop
le t
o ad
dres
s or
rep
ort
any
actu
al o
r po
tent
ial sh
ortf
alls
in
the
qual
ity
of p
roce
sses
and
pro
duct
s/se
rvic
es.
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012
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ears
on E
duca
tion
Lim
ited
201
2
578
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
10 The
im
port
ance
of
obta
inin
g su
ffic
ient
, va
lid
info
rmat
ion
to e
nabl
e yo
u to
eva
luat
e ac
cura
tely
w
heth
er p
roce
sses
and
pro
duct
s/se
rvic
es a
re m
eeti
ng t
he r
equi
red
stan
dard
s, a
nd h
ow t
o do
so.
11 The
im
port
ance
of
prov
idin
g fe
edba
ck t
o m
otiv
ate
peop
le t
o m
aint
ain
qual
ity
stan
dard
s an
d co
ntin
uous
ly im
prov
e pe
rfor
man
ce,
and
how
to
do s
o.
12 H
ow t
o de
tect
and
rec
ord
any
shor
tfal
l in
the
qua
lity
of
proc
esse
s, p
rodu
cts
and
serv
ices
, an
d in
vest
igat
e th
e ca
use(
s) a
nd a
ppro
pria
te r
emed
ial ac
tion
to
take
.
13 H
ow t
o re
port
qua
lity
per
form
ance
, in
clud
ing
shor
tfal
ls a
nd c
orre
ctiv
e ac
tion
s ta
ken,
to
thos
e w
ho
need
to
know
, w
ithi
n ag
reed
tim
esca
les.
14 The
im
port
ance
of
enco
urag
ing
cust
omer
s an
d th
ose
invo
lved
in
delive
ring
pro
duct
s/se
rvic
es t
o id
enti
fy a
nd r
ecom
men
d qu
alit
y im
prov
emen
ts.
15 H
ow t
o de
velo
p re
sour
ced
plan
s to
im
plem
ent
qual
ity
impr
ovem
ents
whi
ch d
eliv
er s
igni
fica
nt
bene
fits
at
reas
onab
le c
ost
and
acce
ptab
le lev
el o
f ri
sk.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or q
uality
ass
uran
ce.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Cur
rent
dev
elop
men
ts in
qual
ity
man
agem
ent.
2 Cus
tom
ers’
and
oth
er s
take
hold
ers’
exp
ecta
tion
s re
gard
ing
qual
ity.
3 Cur
rent
qua
lity
man
agem
ent
lega
l an
d re
gula
tory
req
uire
men
ts.
4 Yo
ur o
rgan
isat
ion’
s pr
oduc
ts/s
ervi
ces
and
the
qual
ity
your
cus
tom
ers
expe
ct.
5 Yo
ur o
rgan
isat
ion’
s va
lues
, ai
ms
and
obje
ctiv
es a
nd e
nsur
e th
e qu
alit
y st
anda
rds
to w
hich
you
are
w
orki
ng a
re in
line
wit
h th
ese.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
579
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
6 Yo
ur o
rgan
isat
ion’
s av
aila
ble
reso
urce
s to
ens
ure
qual
ity
stan
dard
s ar
e m
et a
nd m
aint
aine
d.
7 So
urce
s of
inf
orm
atio
n, inc
ludi
ng y
our
qual
ity
assu
ranc
e sy
stem
and
cus
tom
ers,
to
enab
le y
ou t
o ev
alua
te a
ccur
atel
y w
heth
er p
roce
sses
and
pro
duct
s/ s
ervi
ces
are
mee
ting
the
req
uire
d st
anda
rds.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
580
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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4 in
Man
agem
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at S
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F Le
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e 1
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anua
ry 2
012
© P
ears
on E
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tion
Lim
ited
201
2
581
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
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4 in
Man
agem
ent
at S
CQ
F Le
vel 9
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Issu
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anua
ry 2
012
© P
ears
on E
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tion
Lim
ited
201
2
582
Unit
39 (
F13):
Man
age
qual
ity
syst
ems
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ke
ep y
ours
elf
up-t
o-da
te w
ith:
cu
rren
t de
velo
pmen
ts,
tool
s an
d te
chni
ques
in
qual
ity
man
agem
ent
cu
stom
ers’
and
oth
er s
take
hold
ers’
exp
ecta
tion
s re
gard
ing
qual
ity
le
gal an
d re
gula
tory
req
uire
men
ts.
2 En
sure
the
qua
lity
stan
dard
s to
whi
ch y
ou a
re w
orki
ng:
ar
e ca
pabl
e of
del
iver
ing
the
qual
ity
of
prod
ucts
/ser
vice
s yo
ur c
usto
mer
s ex
pect
al
low
you
to
obta
in a
ny e
xpec
ted
qual
ity
mar
ks,
awar
ds
or a
ccre
dita
tion
ar
e in
lin
e w
ith
your
org
anis
atio
n’s
valu
es,
aim
s an
d ob
ject
ives
m
eet
any
lega
l an
d re
gula
tory
req
uire
men
ts.
SV02
9861
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andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
583
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
3 En
sure
sys
tem
s, p
lans
and
res
ourc
es a
re in
plac
e to
ens
ure
qual
ity
stan
dard
s ar
e m
et a
nd m
aint
aine
d.
4 En
sure
tha
t pe
ople
are
con
tinu
ousl
y up
date
d ab
out
thei
r ro
les
in m
eeti
ng q
uality
sta
ndar
ds a
nd a
re c
ompe
tent
to
fulf
il t
heir
rol
es.
5 Id
enti
fy a
nd a
sses
s ri
sks
of s
hort
falls
in t
he q
uality
of
proc
esse
s an
d pr
oduc
ts/s
ervi
ces
and
take
pre
vent
ativ
e ac
tion
to
mit
igat
e th
ese
risk
s.
6 En
cour
age
peop
le t
o ta
ke p
erso
nal re
spon
sibi
lity
for
ac
hiev
ing
qual
ity
stan
dard
s an
d to
add
ress
or
repo
rt a
ny
actu
al o
r po
tent
ial sh
ortf
alls
.
7 O
btai
n su
ffic
ient
, va
lid
info
rmat
ion
from
you
r qu
alit
y as
sura
nce
syst
em a
nd o
ther
sou
rces
, in
clud
ing
cust
omer
s,
to e
nabl
e yo
u to
eva
luat
e ac
cura
tely
whe
ther
pro
cess
es
and
prod
ucts
/ser
vice
s ar
e m
eeti
ng t
he r
equi
red
stan
dard
s.
8 Pr
ovid
e fe
edba
ck t
o m
otiv
ate
peop
le t
o m
aint
ain
qual
ity
stan
dard
s an
d co
ntin
uous
ly im
prov
e pe
rfor
man
ce.
9 D
etec
t an
d re
cord
any
sho
rtfa
ll in
the
qual
ity
of p
roce
sses
, pr
oduc
ts a
nd s
ervi
ces,
inv
esti
gate
the
cau
se(s
) an
d ta
ke
prom
pt r
emed
ial ac
tion
.
10 Rep
ort
qual
ity
perf
orm
ance
, in
clud
ing
shor
tfal
ls a
nd
corr
ecti
ve a
ctio
ns t
aken
, to
tho
se w
ho n
eed
to k
now
, w
ithi
n ag
reed
tim
esca
les.
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Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
11 En
cour
age
cust
omer
s an
d th
ose
invo
lved
in
delive
ring
pr
oduc
ts/s
ervi
ces
to ide
ntif
y an
d re
com
men
d qu
alit
y im
prov
emen
ts.
12 D
evel
op r
esou
rced
pla
ns t
o im
plem
ent
qual
ity
impr
ovem
ents
whi
ch d
eliv
er s
igni
fica
nt b
enef
its
at
reas
onab
le c
ost
and
acce
ptab
le lev
el o
f ri
sk.
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ears
on E
duca
tion
Lim
ited
201
2
585
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
586
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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book
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Unit
39 (
F13):
Man
age
qual
ity
syst
ems
What
you
must
do
To
achi
eve
this
ele
men
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly a
nd
adju
st p
lans
and
act
ivit
ies.
2 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
5 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
6 Yo
u ar
e vi
gila
nt f
or p
ossi
ble
haza
rds.
7 Yo
u fo
cus
pers
onal
att
enti
on o
n sp
ecif
ic d
etai
ls t
hat
are
crit
ical
to
achi
evin
g su
cces
sful
res
ults
.
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anua
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ears
on E
duca
tion
Lim
ited
201
2
588
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u m
ake
appr
opri
ate
info
rmat
ion
and
know
ledg
e av
aila
ble
prom
ptly
to
thos
e w
ho n
eed
it a
nd h
ave
a ri
ght
to it.
9 Yo
u de
velo
p sy
stem
s to
gat
her
and
man
age
info
rmat
ion
and
know
ledg
e ef
fect
ivel
y, e
ffic
ient
ly
and
ethi
cally.
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
589
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
590
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
591
Unit 40: Prepare for and participate in quality audits
Unit code: F14
Unit credit: 6
Unit level: 8
Introduction
What this unit is about
This unit is about preparing for, and participating in, quality audits of your area of responsibility as part of a formal quality management system, such as ISO9001:2000 or sector-specific systems.
The key to a successful audit outcome is to ensure that work consistently meets quality standards and complies with relevant procedures. Preparation for the audit involves checking all relevant documentation is up to date and readily available for the audit, whilst active participation in the audit can ensure that any non conformances are addressed and potential improvements to business processes, quality standards and/or procedures are identified.
Who is the unit for?
The unit is for managers working in environments with formal quality management systems who are required to participate in quality audits.
Links to other units
This unit is linked to units F1: Manage quality systems and F15: Carry out quality audits in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in carrying out quality audits. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Monitoring
Planning
Presenting information
Reporting
Researching
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on E
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tion
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 Q
uality
man
agem
ent
prin
cipl
es a
nd m
etho
ds.
2 H
ow t
o m
onit
or w
ork
to e
nsur
e it
con
sist
entl
y m
eets
qua
lity
sta
ndar
ds a
nd c
ompl
ies
wit
h pr
oced
ures
.
3 The
im
port
ance
of
ensu
ring
tha
t re
cord
s an
d do
cum
enta
tion
are
com
plet
e an
d up
to
date
and
how
to
mak
e th
ese
read
ily
acce
ssib
le t
o au
dito
rs.
4 H
ow t
o id
enti
fy a
reas
whe
re b
usin
ess
proc
esse
s, q
uality
sys
tem
s or
pro
cedu
res
coul
d be
im
prov
ed.
5 H
ow t
o pl
an a
nd m
onit
or t
o en
sure
tha
t co
rrec
tive
act
ions
are
car
ried
out
by
agre
ed d
ates
.
Indust
ry/s
ecto
r -s
pec
ific
know
ledge
and u
nde
rsta
ndin
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or q
uality
man
agem
ent
and
audi
ting
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
qua
lity
sta
ndar
ds a
nd p
roce
dure
s th
at a
pply
to
your
are
a of
res
pons
ibilit
y.
2 The
rec
ords
and
doc
umen
tati
on r
equi
red
for
your
are
a of
res
pons
ibili
ty.
3 Cor
rect
ive
acti
ons
agre
ed in
prev
ious
aud
its.
4 Rec
omm
enda
tion
s fo
r im
prov
emen
ts m
ade
in p
revi
ous
audi
ts
SV02
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
593
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
594
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
595
Unit
40 (
F14):
Pre
pare
for
and p
arti
cipat
e in
qual
ity
audi
ts
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Es
tabl
ish
clea
rly
the
qual
ity
stan
dard
s an
d pr
oced
ures
th
at a
pply
to
your
are
a of
res
pons
ibili
ty.
2 M
onit
or w
ork
in y
our
area
of
resp
onsi
bilit
y to
ens
ure
it
cons
iste
ntly
mee
ts q
uality
sta
ndar
ds a
nd c
ompl
ies
wit
h pr
oced
ures
.
3 Che
ck t
hat
all re
leva
nt r
ecor
ds a
nd d
ocum
enta
tion
are
co
mpl
ete,
up
to d
ate
and
acce
ssib
le.
4 Che
ck t
hat
any
corr
ecti
ve a
ctio
ns a
gree
d in
pre
viou
s au
dits
hav
e be
en t
aken
and
tha
t an
y re
com
men
dati
ons
have
bee
n co
nsid
ered
and
act
ed u
pon,
whe
re
appr
opri
ate.
5 Pr
ovid
e th
e au
dito
r w
ith
acce
ss t
o al
l re
leva
nt
info
rmat
ion,
rec
ords
and
doc
umen
tati
on.
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
596
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 D
iscu
ss w
ith
the
audi
tor
the
resu
lts
of t
he a
udit
and
ag
ree
appr
opri
ate
corr
ecti
ve a
ctio
ns t
o re
med
y an
y no
ncon
form
ance
s an
d th
e da
te b
y w
hich
the
act
ions
sh
ould
be
carr
ied
out.
7 D
iscu
ss w
ith
the
audi
tor
any
area
s w
here
bus
ines
s pr
oces
ses,
qua
lity
sta
ndar
ds o
r pr
oced
ures
cou
ld b
e im
prov
ed.
8 Pl
an t
o ca
rry
out
any
agre
ed c
orre
ctiv
e ac
tion
s an
d en
sure
tha
t th
ese
are
carr
ied
out
by a
gree
d da
tes.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
597
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
598
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
599
Unit
40 (
F14):
Pre
pare
for
and p
arti
cipat
e in
qual
ity
audi
ts
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
2 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
5 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
6 Yo
u sh
ow r
espe
ct f
or t
he v
iew
s an
d ac
tion
s of
oth
ers.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
600
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
8 Yo
u us
e co
st-e
ffec
tive
, ti
me-
effe
ctiv
e an
d et
hica
l m
eans
to
gath
er,
stor
e an
d re
trie
ve inf
orm
atio
n.
9 Yo
u m
ake
appr
opri
ate
info
rmat
ion
and
know
ledg
e av
aila
ble
prom
ptly
to
thos
e w
ho n
eed
it a
nd h
ave
a ri
ght
to it.
10 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
and
ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
601
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
602
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
603
Unit 41: Carry out quality audits Unit code: F15
Unit credit: 6
Unit level: 10
Introduction
What this unit is about
This unit is about carrying out quality audits as part of a formal quality management system, such as ISO9001:2000 or sector-specific systems.
Quality auditors require technical knowledge of the quality system and standards with which they are working and a good understanding of the processes and procedures they are auditing. They need to carry out quality audits professionally and rigorously in order to reveal any nonconformances. They also need interpersonal skills to carry out audits in such a way that auditees (i.e. those being audited) do not feel threatened, but rather feel empowered to continuously improve the quality of their work.
Who is the unit for?
The unit is for quality auditors – those carrying out formal audits of compliance with quality systems.
Links to other units
This unit is linked to units F13: Manage quality systems and F14: Prepare for and participate in quality audits in the overall suite of National Occupational Standards for Management and Leadership
Skills
Listed below are the main generic ‘skills’ that need to be applied in carrying out quality audits. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Assessing
Benchmarking
Communicating
Decision-making
Evaluating
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
604
Interviewing
Involving others
Monitoring
Planning
Questioning
Reporting
Researching
Reviewing
Setting objectives
SV02
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— E
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vel 9
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Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
605
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 Q
uality
man
agem
ent
prin
cipl
es,
met
hods
, to
ols,
tec
hniq
ues
and
curr
ent
deve
lopm
ents
in
best
pr
acti
ce.
2 H
ow t
o ca
rry
out
qual
ity
audi
ts a
nd t
he im
port
ance
of
doin
g so
acc
ordi
ng t
o an
agr
eed
plan
and
sc
hedu
le.
3 Dif
fere
nt w
ays
of c
arry
ing
out
qual
ity
audi
ts t
o en
hanc
e au
dite
es’
conf
iden
ce in
the
qua
lity
syst
em a
nd
thei
r co
mm
itm
ent
to m
eeti
ng a
nd m
aint
aini
ng q
ualit
y st
anda
rds,
and
the
impo
rtan
ce o
f do
ing
so.
4 The
im
port
ance
of
givi
ng a
udit
ees
the
requ
ired
per
iod
of n
otic
e of
you
r in
tent
ion
to a
udit
.
5 The
im
port
ance
of
prep
arin
g ca
refu
lly
for
the
audi
t, a
nd h
ow t
o do
so.
6 The
im
port
ance
of
com
mun
icat
ing
info
rmat
ion
clea
rly,
con
cise
ly a
nd a
ccur
atel
y, a
nd h
ow t
o do
so.
7 H
ow t
o ca
rry
out
an inv
esti
gati
on in
suff
icie
nt d
etai
l to
rev
eal an
y di
scre
panc
ies.
8 H
ow t
o de
cide
on
appr
opri
ate
corr
ecti
ve a
ctio
ns t
o re
med
y ea
ch d
iscr
epan
cy a
nd t
he d
ate
by w
hich
th
e ac
tion
s sh
ould
be
carr
ied
out,
and
the
im
port
ance
of
agre
eing
thi
s w
ith
the
audi
tees
.
9 H
ow t
o id
enti
fy a
nd a
naly
se inh
eren
t pr
oble
ms
wit
h pr
oces
ses
and
qual
ity
proc
edur
es a
nd w
hy it
is
impo
rtan
t to
rep
ort
your
fin
ding
and
rec
omm
enda
tion
s w
ith
an a
ppro
pria
te d
egre
e of
urg
ency
.
10 The
im
port
ance
of
chec
king
wit
h au
dite
es t
hat
corr
ecti
ve a
ctio
ns h
ave
been
car
ried
out
by
agre
ed
date
s, a
nd h
ow t
o do
so.
11 H
ow t
o ke
ep c
ompl
ete
reco
rds
of q
uality
aud
its
and
the
impo
rtan
ce o
f m
akin
g yo
ur a
udit
rep
orts
av
aila
ble
to a
utho
rise
d pe
ople
.
12 H
ow t
o id
enti
fy t
he d
iscr
epan
cies
tha
t pr
esen
t se
riou
s an
d/or
im
med
iate
ris
ks t
o in
divi
dual
s or
to
the
orga
nisa
tion
and
the
im
port
ance
of
prom
ptly
bri
ngin
g th
is t
o th
e at
tent
ion
of y
our
man
ager
or
qual
ity
spec
ialis
ts.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
606
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or q
uality
man
agem
ent
and
audi
ting
.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 The
cul
ture
and
qua
lity
man
agem
ent
syst
ems
in p
lace
in
the
orga
nisa
tion
in
whi
ch t
he a
udit
is
bein
g ca
rrie
d ou
t.
2 The
cus
tom
ers
of t
he a
udit
–th
ose
requ
irin
g th
e au
dit
to b
e ca
rrie
d ou
t –
and
thei
r ne
eds.
3 The
res
pons
ibilit
ies
of t
he a
udit
ees
and
the
qual
ity
proc
edur
es t
hat
appl
y to
the
ir w
ork.
4 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om y
our
man
ager
and
/or
qual
ity
spec
ialist
s if
you
can
not
agre
e a
disc
repa
ncy
or c
orre
ctiv
e ac
tion
wit
h au
dite
es.
5 The
lim
its
of y
our
own
know
ledg
e, s
kills
and
com
pete
nce.
6 Yo
ur o
rgan
isat
ion’
s po
licie
s an
d pr
oced
ures
for
kee
ping
ful
l an
d ac
cura
te r
ecor
ds.
7 The
aut
hori
sed
pers
onne
l w
ho s
houl
d re
ceiv
e yo
ur a
udit
rep
orts
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
607
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
608
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
609
Unit
41 (
F15):
Car
ry o
ut
qual
ity
audit
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Car
ry o
ut q
uality
aud
its
acco
rdin
g to
a p
lan
and
sche
dule
th
at m
eets
the
nee
ds o
f th
ose
requ
irin
g th
e au
dits
to
be
carr
ied
out.
2 Car
ry o
ut q
ualit
y au
dits
in
way
s w
hich
enh
ance
aud
itee
s’
conf
iden
ce in
the
qual
ity
syst
em a
nd t
heir
com
mit
men
t to
mee
ting
and
mai
ntai
ning
qua
lity
sta
ndar
ds.
3 G
ive
audi
tees
the
req
uire
d pe
riod
of
noti
ce o
f yo
ur
inte
ntio
n to
aud
it.
4 Pr
epar
e ca
refu
lly
to e
stab
lish
cle
arly
:
th
e sc
ope
of t
he a
udit
th
e re
spon
sibi
liti
es o
f th
e au
dite
es
th
e qu
alit
y pr
oced
ures
tha
t ap
ply
to t
heir
wor
k
pr
evio
us a
udit
his
tory
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
610
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
5 Cla
rify
wit
h au
dite
es t
he p
urpo
se o
f th
e au
dit
and
the
role
s, r
espo
nsib
ilit
ies
and
expe
ctat
ions
of
your
self
and
th
e au
dite
es.
6 Car
ry o
ut a
n in
vest
igat
ion
of t
he a
udit
ees’
wor
k in
su
ffic
ient
det
ail to
rev
eal an
y de
viat
ions
fro
m r
elev
ant
qual
ity
proc
edur
es.
7 Ada
pt y
our
beha
viou
r, w
here
nec
essa
ry,
to e
ncou
rage
au
dite
es t
o co
-ope
rate
ful
ly t
o ac
hiev
e th
e pu
rpos
e of
th
e au
dit.
8 Sh
are
wit
h th
e au
dite
es t
he r
esul
ts o
f th
e au
dit
and
agre
e ap
prop
riat
e co
rrec
tive
act
ions
to
rem
edy
any
nonc
onfo
rman
ces
and
the
date
by
whi
ch t
he a
ctio
ns
shou
ld b
e ca
rrie
d ou
t.
9 Che
ck w
ith
audi
tees
tha
t co
rrec
tive
act
ions
hav
e be
en
carr
ied
out
by a
gree
d da
tes.
10 Se
ek a
dvic
e fr
om y
our
man
ager
or
qual
ity
spec
ialist
s if
yo
u ca
nnot
agr
ee a
dev
iati
on o
r co
rrec
tive
act
ion
wit
h au
dite
es.
11 Pr
ompt
ly b
ring
to
the
atte
ntio
n of
you
r m
anag
er o
r qu
alit
y sp
ecia
lists
any
dev
iati
ons
whi
ch p
rese
nt s
erio
us
and/
or im
med
iate
ris
ks t
o in
divi
dual
s or
to
the
orga
nisa
tion
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
611
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
12 Id
enti
fy a
nd a
naly
se a
ny inh
eren
t pr
oble
ms
wit
h pr
oces
ses
and/
or q
ualit
y pr
oced
ures
and
rep
ort
your
fi
ndin
gs a
nd a
ny r
ecom
men
dati
ons
wit
h an
app
ropr
iate
de
gree
of
urge
ncy.
13 K
eep
com
plet
e re
cord
s of
qua
lity
aud
its
and
mak
e yo
ur
audi
t re
port
s av
aila
ble
to a
utho
rise
d pe
ople
.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
612
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
613
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
614
Unit
40 (
F15):
Car
ry o
ut
qual
ity
audit
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
2 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
an
d in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
5 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
6 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
7 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
8 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
th
em t
o ac
coun
t.
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
9 Yo
u us
e co
st-e
ffec
tive
, ti
me-
effe
ctiv
e an
d et
hica
l m
eans
to
gath
er,
stor
e an
d re
trie
ve inf
orm
atio
n.
10 Yo
u m
ake
appr
opri
ate
info
rmat
ion
and
know
ledg
e av
aila
ble
prom
ptly
to
thos
e w
ho n
eed
it a
nd h
ave
a ri
ght
to it.
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ears
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duca
tion
Lim
ited
201
2
616
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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617
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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duca
tion
Lim
ited
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SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
619
Unit 42: Manage the development and marketing of products/services in your area of responsibility
Unit code: F16
Unit credit: 9
Unit level: 10
Introduction
What this unit is about
This unit is about managing the development and marketing of products and/or services for which you are responsible.
This unit describes how a manager without specialist marketing expertise can identify customer requirements and develop new or enhanced products or services better to meet these requirements. Issues such as competition, fitting with the organisation’s strategic objectives and return on investment need to be taken into account when considering the business case for developing or enhancing products or services. Within a cycle of continuous improvement, it is important to monitor demand and take note of customer feedback in order to adapt products or services and how they are marketed.
Who is the unit for?
The unit is for middle managers with responsibility to provide products or services for identified groups of customers.
It is not aimed at specialist marketing managers who should refer to the Marketing National Occupational Standards.
Links to other units
This unit is linked to units F4: Develop and implement marketing plans for your area of responsibility and F9: Build your organisation’s understanding of its market and customers in the overall suite of National Occupational Standards for Management and Leadership. It is based on two specialist units from the Marketing National Occupational Standards, developed by the Marketing and Sales Standards Setting Body: 3.2.2 Develop new products/services, and 6.1.3 Develop and maintain a portfolio of products/services.
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
620
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing environmental performance in your area of responsibility. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Analysing
Assessing
Communicating
Decision-making
Evaluating
Influencing
Monitoring
Planning
Prioritising
Questioning
Researching
Reviewing
Setting objectives
Thinking strategically
Thinking with a focus on customers
Time management
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 H
ow t
o id
enti
fy t
he p
rodu
cts/
serv
ices
req
uire
d by
exi
stin
g an
d po
tent
ial cu
stom
ers,
and
the
fea
ture
s an
d po
tent
ial be
nefi
ts o
f th
ese
prod
ucts
/ser
vice
s.
2 H
ow t
o ev
alua
te t
he e
xten
t to
whi
ch y
our
curr
ent
prod
ucts
/ser
vice
s m
eet
exis
ting
and
pot
enti
al
cust
omer
s’ r
equi
rem
ents
.
3 H
ow t
o ev
alua
te t
he e
xten
t to
whi
ch a
ny c
ompe
tito
rs a
re m
eeti
ng,
or c
ould
mee
t, e
xist
ing
and
pote
ntia
l cu
stom
ers’
req
uire
men
ts.
4 H
ow t
o as
sess
the
fea
sibi
lity
of
pote
ntia
l am
endm
ents
or
addi
tion
s to
you
r pr
oduc
ts/s
ervi
ces
to
bett
er m
eet
exis
ting
and
pot
enti
al c
usto
mer
s’ r
equi
rem
ents
.
5 H
ow t
o m
ake
a bu
sine
ss c
ase
for
amen
dmen
ts o
r ad
diti
ons
to y
our
prod
ucts
/ser
vice
s, s
how
ing
how
th
ey c
ontr
ibut
e to
you
r or
gani
sati
on’s
obj
ecti
ves,
the
inv
estm
ent
requ
ired
and
the
for
ecas
t re
turn
on
inv
estm
ent.
6 The
im
port
ance
of
coor
dina
ting
the
dev
elop
men
t an
d m
arke
ting
of
thos
e pr
oduc
ts/s
ervi
ces
whi
ch
offe
r th
e be
st r
etur
n on
inv
estm
ent,
in
line
wit
h yo
ur o
rgan
isat
ion’
s ob
ject
ives
, an
d ho
w t
o do
so.
7 H
ow t
o m
onit
or d
eman
d fo
r yo
ur p
rodu
cts/
serv
ices
and
to
adap
t th
em in
resp
onse
to
vari
ance
s in
de
man
d.
8 The
im
port
ance
of
mon
itor
ing
how
you
r pr
oduc
ts/s
ervi
ces
are
pric
ed,
prom
oted
and
dis
trib
uted
, in
re
spon
se t
o fe
edba
ck f
rom
exi
stin
g an
d po
tent
ial cu
stom
ers,
and
how
to
do s
o.
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Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or m
anag
ing
prod
ucts
/ser
vice
s in
you
r ar
ea o
f re
spon
sibi
lity.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s pr
oduc
ts/s
ervi
ces,
the
ir f
eatu
res
and
bene
fits
.
2 Yo
ur o
rgan
isat
ion’
s ex
isti
ng a
nd p
oten
tial
cus
tom
er b
ase
and
thei
r re
al a
nd p
erce
ived
nee
ds.
3 Yo
ur o
rgan
isat
ion’
s ac
tual
and
pot
enti
al c
ompe
tito
rs o
f yo
ur p
rodu
cts/
serv
ices
and
the
ir a
ctiv
itie
s.
4 So
urce
s of
ide
as f
or p
oten
tial
am
endm
ents
or
addi
tion
s to
you
r pr
oduc
ts/s
ervi
ces.
5
Your
org
anis
atio
n’s
aim
s an
d ob
ject
ives
rel
evan
t to
you
r ar
ea o
f re
spon
sibi
lity.
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ears
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duca
tion
Lim
ited
201
2
623
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
624
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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9861
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book
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Unit
42 (
F16):
Man
age
the
dev
elop
men
t an
d m
arke
ting
of p
roduct
s/se
rvic
es in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy t
he p
rodu
cts/
serv
ices
req
uire
d by
exi
stin
g an
d po
tent
ial cu
stom
ers,
and
the
fea
ture
s an
d po
tent
ial
bene
fits
of
thes
e pr
oduc
ts/s
ervi
ces.
2 Ev
alua
te t
he e
xten
t to
whi
ch y
our
curr
ent
prod
ucts
/ se
rvic
es m
eet
exis
ting
and
pot
enti
al c
usto
mer
s’
requ
irem
ents
.
3 Ev
alua
te t
he e
xten
t to
whi
ch a
ny c
ompe
tito
rs a
re m
eeti
ng,
or c
ould
mee
t, e
xist
ing
and
pote
ntia
l cu
stom
ers’
re
quir
emen
ts.
4 Id
enti
fy p
oten
tial
am
endm
ents
or
addi
tion
s to
you
r pr
oduc
ts/s
ervi
ces,
bet
ter
to m
eet
exis
ting
and
pot
enti
al
cust
omer
s’ r
equi
rem
ents
, an
d as
sess
the
fea
sibi
lity
of
thes
e po
tent
ial am
endm
ents
or
addi
tion
s.
5 M
ake
the
busi
ness
cas
e fo
r am
endm
ents
or
addi
tion
s to
yo
ur p
rodu
cts/
serv
ices
, sh
owin
g ho
w t
hey
cont
ribu
te t
o yo
ur o
rgan
isat
ion’
s ob
ject
ives
, th
e in
vest
men
t re
quir
ed
and
the
fore
cast
ret
urn
on inv
estm
ent.
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626
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Coo
rdin
ate
the
deve
lopm
ent
and
mar
keti
ng o
f th
ose
prod
ucts
/ser
vice
s w
hich
off
er t
he b
est
retu
rn o
n in
vest
men
t, in
line
wit
h yo
ur o
rgan
isat
ion’
s ob
ject
ives
.
7 M
onit
or d
eman
d fo
r yo
ur p
rodu
cts/
serv
ices
and
ada
pt
them
and
how
the
y ar
e pr
iced
, pr
omot
ed a
nd d
istr
ibut
ed,
in r
espo
nse
to v
aria
nces
in
dem
and
and
feed
back
fro
m
exis
ting
and
pot
enti
al c
usto
mer
s.
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ears
on E
duca
tion
Lim
ited
201
2
627
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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ited
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628
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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Unit
42 (
F16):
Man
age
the
dev
elop
men
t an
d m
arke
ting
of p
roduct
s/se
rvic
es in y
our
area
of
resp
onsi
bilit
y
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
4 Yo
u de
mon
stra
te a
cle
ar u
nder
stan
ding
of
diff
eren
t cu
stom
ers
and
thei
r re
al a
nd p
erce
ived
nee
ds.
5 Yo
u de
velo
p an
d ta
ilor
pro
duct
s an
d se
rvic
es t
o en
sure
cus
tom
ers’
nee
ds a
re m
et.
6 Yo
u ba
lanc
e th
e di
vers
e ne
eds
of d
iffe
rent
cu
stom
ers.
7 Yo
u co
ntin
uous
ly im
prov
e pr
oduc
ts a
nd s
ervi
ces
and
seek
to
dive
rsif
y w
here
app
ropr
iate
.
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ited
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u m
ake
best
use
of
exis
ting
sou
rces
of
info
rmat
ion.
9 Yo
u pr
esen
t id
eas
and
argu
men
ts c
onvi
ncin
gly
and
in w
ays
that
str
ike
a ch
ord
wit
h pe
ople
.
10 Yo
u id
enti
fy t
he r
ange
of
elem
ents
in
a si
tuat
ion
and
how
the
y re
late
to
each
oth
er.
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
631
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
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date
Log
book
— E
dexc
el S
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at S
CQ
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
632
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
633
Unit 43: Prepare sales proposals and deliver sales presentations
Unit code: F18
Unit credit: N/A
Unit level: N/A
Introduction
What this unit is about
This unit is about preparing for sales opportunities, and includes developing proposals and sales quotations, and also the preparation of both formal and informal sales presentations. It includes identifying customer requirements, matching these with your organisation’s objectives and the features and benefits of your products/services, and presenting a planned sales pitch.
Who is the unit for?
This unit is recommended for those involved in preparing proposals and in preparing and delivering sales presentations, but who are not necessarily sales specialists. For example, such individuals might be ‘general’ managers within larger organisations, or managers and/or proprietors within small to medium-sized organisations.
Related specialist units
Those seeking specialist standards offering greater depth regarding this area are referred to the following related MSSSB marketing units: Sales units 5.1: Develop sales proposals and quotations, 5.3: Develop and deliver a professional sales presentation, and 6.4: Undertake sales demonstrations. Details of these units can be accessed via www.msssb.org.
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vel 9
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e 1
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anua
ry 2
012
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ears
on E
duca
tion
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ited
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2
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
con
tent
and
str
uctu
re o
f ef
fect
ive
prop
osal
s, a
nd t
he p
oint
s w
hich
the
se n
eed
to a
ddre
ss.
2 H
ow t
o ke
ep t
he p
ropo
sal cu
stom
er-f
ocus
ed.
3 The
ran
ge o
f re
sour
ces
and
visu
al a
ids
that
can
be
used
to
assi
st in
the
pres
enta
tion
.
4 The
pot
enti
al b
arri
ers
that
can
exi
st in
a pr
esen
tati
on a
nd h
ow t
o ov
erco
me
them
.
5 H
ow t
o us
e ve
rbal
and
non
-ver
bal co
mm
unic
atio
ns e
ffec
tive
ly in
pres
enta
tion
s.
6 H
ow t
o sh
ow c
usto
mer
s th
at y
ou a
re lis
teni
ng t
o th
em a
nd u
nder
stan
d th
eir
need
s an
d w
ants
.
7 H
ow t
o re
ad b
uyer
sig
nals
, in
clud
ing
verb
al a
nd n
on-
verb
al c
ues.
8 The
var
iety
of
ques
tion
ing
tech
niqu
es t
hat
can
be u
sed
to e
ncou
rage
and
eng
age
cust
omer
s in
the
pr
esen
tati
on.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Typ
ical
pro
cure
men
t pr
acti
ces
in y
our
indu
stry
.
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 D
etai
ls o
f th
e pr
oduc
ts/s
ervi
ces
bein
g of
fere
d by
you
r or
gani
sati
on.
2 Yo
ur c
usto
mer
s’ r
equi
rem
ents
and
how
the
se r
elat
e to
you
r pr
oduc
ts/s
ervi
ces.
3 Yo
ur o
rgan
isat
ion’
s pr
oced
ures
for
pro
posa
l de
velo
pmen
t an
d su
bmis
sion
.
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ears
on E
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tion
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ited
201
2
635
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
4 The
inf
orm
atio
n un
derp
inni
ng t
he s
ubm
issi
on o
f th
e pr
opos
al inc
ludi
ng f
acto
rs r
elat
ing
to p
rici
ng
stra
tegi
es a
nd p
aym
ent
arra
ngem
ents
.
5 Sa
les
lite
ratu
re a
nd p
rom
otio
nal of
fers
tha
t ar
e co
mpl
emen
tary
to
the
pres
enta
tion
and
will as
sist
in
secu
ring
the
sal
e.
6 Tes
tim
onia
ls f
rom
sat
isfi
ed c
usto
mer
s th
at c
an b
e us
ed in
your
pre
sent
atio
n.
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
636
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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© P
ears
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duca
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ited
201
2
637
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
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andi
date
Log
book
— E
dexc
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4 in
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agem
ent
at S
CQ
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vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
638
Unit
43 (
F18):
Pre
pare
sal
es p
ropos
als
and d
eliv
er s
ales
pre
senta
tion
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ass
ess
your
cus
tom
er’s
nee
ds a
nd t
heir
int
eres
t in
you
r or
gani
sati
on’s
pro
duct
s/se
rvic
es.
2 En
sure
tha
t yo
ur p
oten
tial
cus
tom
er’s
req
uire
men
ts a
re
unde
rsto
od f
ully
and
tha
t al
l is
sues
req
uiri
ng c
lari
fica
tion
ar
e re
solv
ed b
efor
e th
e pr
opos
al is
fina
lise
d.
3 Es
tabl
ish
and
deve
lop
the
cont
ent
of t
he p
ropo
sal in
you
r ho
use
styl
e, inc
ludi
ng e
ssen
tial
inf
orm
atio
n ab
out
the
prod
ucts
/ser
vice
s of
fere
d, a
nd t
he p
rice
, te
rms
and
cond
itio
ns o
f sa
le.
4 Pr
ovid
e th
e re
quir
ed lev
el o
f de
tail,
as b
rief
ed b
y yo
ur
pros
pect
or
cust
omer
, an
d su
pply
the
pro
posa
l w
ithi
n th
e ag
reed
tim
esca
les,
and
fol
low
it
up w
ith
an a
ppro
pria
te
offe
r of
fur
ther
cla
rifi
cati
on a
nd inf
orm
atio
n if
tha
t is
ne
eded
.
5 Agr
ee w
ith
your
cus
tom
er t
he len
gth
and
the
cont
ent
of
the
subs
eque
nt p
rese
ntat
ion
and
who
will be
pre
sent
.
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ent
at S
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vel 9
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e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
639
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Id
enti
fy a
nd e
valu
ate
the
mos
t su
itab
le a
udio
- vi
sual
aid
s fo
r ef
fect
ive
and
inno
vati
ve d
eliv
ery
of a
pre
sent
atio
n,
and
the
prom
otio
nal m
ater
ial th
at w
ill m
ost
com
plem
ent
and
enha
nce
your
pre
sent
atio
n.
7 En
sure
tha
t yo
ur p
rese
ntat
ion
incl
udes
the
ben
efit
s of
you
r pr
oduc
ts/s
ervi
ces,
rel
atin
g th
ese
to y
our
cust
omer
’s
need
s, a
nd f
ollo
ws
a fo
rmat
des
igne
d to
att
ract
you
r cu
stom
er’s
att
enti
on.
8 St
ruct
ure
your
pre
sent
atio
n in
a w
ay t
hat
max
imis
es t
he
impa
ct o
f th
e in
form
atio
n an
d id
eas
wit
hin
it.
9 En
sure
tha
t an
y de
mon
stra
tion
of
prod
ucts
/ser
vice
s ac
com
pany
ing
the
sale
s pr
esen
tati
on,
are
prep
ared
pri
or
to t
he m
eeti
ng.
10 Ant
icip
ate
prob
lem
s, c
onst
rain
ts o
r ob
ject
ions
tha
t co
uld
be r
aise
d in
res
pons
e to
the
pre
sent
atio
n an
d pr
epar
e po
ssib
le r
espo
nses
to
them
.
11 In
vite
you
r au
dien
ce t
o as
k qu
esti
ons
and
to s
eek
clar
ific
atio
n, lis
teni
ng c
aref
ully
to
thei
r qu
esti
ons
and
resp
ondi
ng p
osit
ivel
y an
d ef
fect
ivel
y.
12 Aim
to
gain
com
mit
men
t to
pro
gres
s an
d, if
poss
ible
, cl
ose
the
sale
.
SV02
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date
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book
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dexc
el S
VQ
4 in
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agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
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anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
640
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
641
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
642
Unit
43 (
F18):
Pre
pare
sal
es p
ropos
als
and d
eliv
er s
ales
pre
senta
tion
s
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ar
e al
ert
to v
erba
l an
d no
n-ve
rbal
co
mm
unic
atio
n si
gnal
s an
d re
spon
d to
the
m
appr
opri
atel
y.
2 Yo
u pr
esen
t id
eas
and
argu
men
ts c
lear
ly,
conc
isel
y an
d co
nvin
cing
ly.
3 Yo
u de
mon
stra
te a
tho
roug
h kn
owle
dge
and
unde
rsta
ndin
g of
you
r or
gani
sati
on’s
pr
oduc
ts/s
ervi
ces.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
643
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
644
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029861 — Candidate Logbook — Edexcel SVQ 4 in Management at SCQF Level 9 —
Issue 1 — January 2012 © Pearson Education Limited 2012
645
Unit 44: Sell products/services to customers
Unit code: F19
Unit credit: N/A
Unit level: N/A
Introduction
What this unit is about
This unit is about the activities involved within the sales cycle in matching products/services to customers’ needs. It focuses upon face-to-face selling activity, and also applies to telephone contact. It includes generating sales leads, identifying customers’ buying needs, promoting the features and benefits of relevant products/services, addressing queries/objections and closing sales with mutually beneficial terms and conditions.
Who is the unit for?
This unit is recommended for those involved in the selling of their organisation’s products/services, but are not necessarily sales specialists. For example, such individuals might be ‘general’ managers within larger organisations, or managers and/or proprietors within small to medium-sized organisations.
Related specialist units
Those seeking specialist standards offering greater depth regarding this area are referred to the following related MSSSB units: Sales units 7.1: Generate and follow up sales leads, 7.2: Sell products and services face-to-face, 7.5: Manage and facilitate case negotiations, 7.6: Handle objections and close sales, and 7.8: Demonstrate compliance with legal, regulatory and ethical requirements. Details of these units can be accessed via www.msssb.org.
SV02
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— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
646
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
eral
know
ledge
and u
nder
stan
din
g
1 The
dif
fere
nce
betw
een
infl
uenc
ers
and
deci
sion
mak
ers
and
thei
r re
lati
ve r
oles
in
the
deci
sion
-m
akin
g pr
oces
s.
2 The
key
sta
ges
in t
he s
ales
cyc
le,
and
how
to
use
this
eff
ecti
vely
in
stru
ctur
ing
the
sale
s ap
proa
ch.
3 The
im
port
ance
of
list
enin
g ef
fect
ivel
y, a
nd o
f co
nfir
min
g un
ders
tand
ing.
4 The
im
port
ance
of
effe
ctiv
e qu
esti
onin
g te
chni
ques
and
how
to
use
thes
e.
5 The
dif
fere
nce
betw
een
feat
ures
and
ben
efit
s, a
nd h
ow t
o us
e th
ese
effe
ctiv
ely
in s
elling
.
6 The
typ
ical
ran
ge o
f be
havi
ours
dis
play
ed b
y cu
stom
ers,
inc
ludi
ng b
ody
lang
uage
, an
d ho
w t
o re
spon
d to
the
se c
onst
ruct
ivel
y in
a s
ales
sit
uati
on.
7 Typ
ical
obj
ecti
ons
that
can
ari
se in
a se
llin
g si
tuat
ion,
inc
ludi
ng t
he d
iffe
renc
e be
twee
n si
ncer
e an
d in
sinc
ere
obje
ctio
ns,
and
how
to
man
age
thes
e ef
fect
ivel
y.
8 Ef
fect
ive
met
hods
for
clo
sing
sal
es.
Indust
ry/s
ecto
r-sp
ecif
ic k
now
ledge
and u
nder
stan
din
g
1 Le
gal,
reg
ulat
ory
and
ethi
cal re
quir
emen
ts im
pact
ing
upon
sel
ling
in
your
sec
tor.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
647
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Con
text
-spec
ific
know
ledge
and u
nder
stan
din
g
1 Yo
ur o
rgan
isat
ion’
s sa
les
plan
s an
d ob
ject
ives
, in
clud
ing
its
targ
et m
arke
t, k
ey c
usto
mer
s an
d th
eir
requ
irem
ents
fro
m y
our
prod
ucts
/ser
vice
s.
2 Yo
ur o
rgan
isat
ion’
s pr
oduc
ts/s
ervi
ces,
and
the
ir f
eatu
res
and
bene
fits
.
3 Yo
ur o
rgan
isat
ion’
s st
ruct
ure
and
line
s of
dec
isio
n-m
akin
g.
4 Com
peti
tor
sale
s ac
tivi
ties
, an
d ke
y fe
atur
es o
f th
eir
prod
ucts
/ser
vice
s.
5 Yo
ur o
wn
sale
s ta
rget
s an
d pl
ans
for
achi
evin
g th
ese.
6 Yo
ur o
rgan
isat
ion’
s sa
les
proc
ess
and
proc
edur
es,
incl
udin
g re
cord
ing
requ
irem
ents
.
7 Ava
ilab
le lit
erat
ure
and
mat
eria
ls t
o su
ppor
t th
e se
llin
g pr
oces
s.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
648
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
649
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
650
Unit
44 (
F19):
Sel
l pro
duct
s/se
rvic
es t
o cu
stom
ers
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Con
tact
cus
tom
ers
iden
tifi
ed a
s sa
les
lead
s, a
cces
sing
tho
se
who
can
mak
e bu
ying
dec
isio
ns.
2 Id
enti
fy c
usto
mer
req
uire
men
ts t
hrou
gh c
aref
ul
ques
tion
ing,
che
ckin
g fo
r un
ders
tand
ing
and
sum
mar
isin
g th
eir
buyi
ng n
eeds
and
int
eres
ts.
3 Id
enti
fy t
he k
ey f
eatu
res
and
asso
ciat
ed b
enef
its
of y
our
rele
vant
pro
duct
s/se
rvic
es,
rela
ting
the
se t
o th
e ne
eds
iden
tifi
ed.
4 D
iscu
ss a
nd a
sses
s w
ith
the
cust
omer
tho
se o
f yo
ur
prod
ucts
/ser
vice
s w
hich
are
sui
tabl
e fo
r th
eir
need
s.
5 Ev
alua
te p
oten
tial
tra
de-o
ffs,
whe
reby
par
ticu
lar
aspe
cts
of
the
prod
uct/
serv
ice’
s pa
ckag
e m
ight
be
enha
nced
whi
lst
othe
rs o
f le
sser
im
port
ance
mig
ht b
e re
duce
d, w
hich
will
be
bene
fici
al b
oth
to t
he c
usto
mer
and
to
your
org
anis
atio
n.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
651
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Pr
ovid
e ac
cura
te inf
orm
atio
n an
d m
ake
prop
osal
s re
gard
ing
prod
ucts
/ser
vice
s an
d pr
icin
g, w
here
rel
evan
t, t
hat
mee
t th
e cu
stom
er’s
req
uire
men
ts.
7 Ex
plor
e an
y qu
erie
s or
obj
ecti
ons
rais
ed b
y th
e cu
stom
er
and
iden
tify
any
rea
sons
hol
ding
the
cus
tom
er b
ack
from
ag
reei
ng t
he s
ale.
8 Id
enti
fy a
nd p
rior
itis
e an
y co
ncer
ns,
and
prov
ide
evid
ence
to
the
cus
tom
er o
f th
e st
reng
ths
of y
our
orga
nisa
tion
and
it
s pr
oduc
ts/s
ervi
ces
rele
vant
to
addr
essi
ng t
he c
once
rns.
9 Che
ck t
hat
the
cust
omer
agr
ees
how
any
con
cern
s ca
n be
ov
erco
me.
10 In
terp
ret
verb
al a
nd n
on-v
erba
l bu
ying
sig
nals
giv
en b
y th
e cu
stom
er a
nd a
ct u
pon
them
acc
ordi
ngly
in
prog
ress
ing
tow
ards
clo
sing
the
sal
e.
11 Clo
se t
he s
ale
by g
aini
ng t
he c
omm
itm
ent
of t
he c
usto
mer
.
12 Agr
ee f
utur
e co
ntac
t ar
rang
emen
ts,
incl
udin
g po
st-s
ales
ca
lls
to c
onfi
rm c
usto
mer
sat
isfa
ctio
n w
here
rel
evan
t.
13 Rec
ord
all re
quir
ed d
etai
ls a
ccur
atel
y an
d cl
earl
y.
14 Fu
lfil a
ll r
elev
ant
lega
l, r
egul
ator
y an
d et
hica
l re
quir
emen
ts.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
652
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
653
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
654
Unit
44 (
F19):
Sel
l pro
duct
s/se
rvic
es t
o cu
stom
ers
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s w
hich
pro
mot
e un
ders
tand
ing.
2 Yo
u sh
ow r
espe
ct f
or t
he v
iew
s an
d ac
tion
s of
ot
hers
.
3 Yo
u w
ork
tow
ards
‘w
in-w
in’
solu
tion
s.
4 Yo
u ke
ep p
rom
ises
and
hon
our
com
mit
men
ts.
5 Yo
u w
ork
to d
evel
op a
n at
mos
pher
e of
pr
ofes
sion
alis
m a
nd m
utua
l tr
ust.
SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
655
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
TH
EIR
A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
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ASS
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OF T
HE
LEA
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WT
= A
UT
HEN
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ST
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NES
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EST
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= P
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NA
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S =
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OM
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WH
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SV02
9861
— C
andi
date
Log
book
— E
dexc
el S
VQ
4 in
Man
agem
ent
at S
CQ
F Le
vel 9
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
656
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Seb0
4021
2G:\
WO
RDPR
OC\L
T\PD
\LO
G\S
VQ
\SV02
9861
_SVQ
4 IN
MAN
AG
EMEN
T L
OG
BOO
K 2
9.11
.11.
DO
C.1
–656
/2
Further copies of this publication are available from Edexcel Publications, Adamsway, Mansfield, Notts, NG18 4FN Telephone 01623 467467 Fax 01623 450481 Email: [email protected] Publications Code SV029861 January 2012 For more information on Edexcel and BTEC qualifications please visit our website: www.edexcel.com Pearson Education Limited. Registered in England and Wales No. 872828 Registered Office: Edinburgh Gate, Harlow, Essex CM20 2JE. VAT Reg No GB 278 537121
