Understand operational management approaches and models, including creating plans to deliver objectives and setting KPIs.

Knowledge

What is required (through formal learning and applied according to

business environment)

Unit number and title

Organisational Performance – delivering results

Operational Management

Understand operational management approaches and models, including creating plans to deliver objectives and setting KPIs.

Unit 1 Operational Management

1.1 Evaluate a range of management approaches and models

1.4 Analyse the relationship between strategic and operational plans

Understand business development tools (eg SWOT), and approaches to continuous improvement.

Unit 1 Operational Management

1.7 Analyse a range of business development tools and approaches to continuous improvement

Understand operational business planning techniques, including how to manage resources, development of sales and marketing plans, setting targets and monitoring performance.

Unit 1 Operational Management

1.2  Explain the components of an operational plan

1.3  Explain the components of sales and marketing plans

1.5  Evaluate the use of operational business planning techniques in the operational planning process

1.6  Explain how to set specific, measurable, achievable, realistic and time bound (SMART) objectives and key performance indicators (KPIs)

Knowledge of management systems, processes and contingency planning.

Unit 1 Operational Management

1.8 Evaluate the use of contingency planning

2.2 Analyse a range of performance management techniques

3.3 Explain the use of talent management models when recruiting and managing staff

and how to recruit and develop people.

Unit 4 Leading and Managing People

3.1  Describe the information needed to identify recruitment requirements

3.2  Evaluate the suitability of different recruitment and selection methods for different roles

2.4  Analyse the benefits of coaching and mentoring techniques to support staff and improve performance

2.5  Explain how to use delegation effectively to support staff development

Building Relationships

Understand approaches to partner, stakeholder and supplier relationship management including negotiation, influencing, and effective networking.

Unit 5 Building Relationships

1.1 Explain how negotiating and influencing skills and techniques can be used to enhance partner, stakeholder and supplier relationships

1.3  Analyse the advantages of different types of partner, stakeholder and supplier consultation

1.4  Evaluate the risks and potential consequences of inadequate partner, stakeholder and supplier consultation

1.5  Explain the principles of effective networking when building partner, stakeholder and supplier relationships

Knowledge of collaborative working techniques to enable delivery through others and how to share best practice.

Unit 5 Building Relationships

2.1  Identify the partners, stakeholders and suppliers with whom relationships should be developed

2.2  Explain the roles, responsibilities, interests and concerns of partners, stakeholders and suppliers

2.3  Evaluate business areas that would benefit from collaboration with partners, stakeholders and suppliers

2.4  Assess the benefits and limitations of collaborative working techniques to enable

delivery through others

2.5 Explain how to share best practice with partners and stakeholders

Know how to manage conflict at all levels.

Unit 5 Building Relationships

1.2 Explain how expectation management and conflict resolution techniques are applied to partner, stakeholder and supplier relationship management

Communication

Understand interpersonal skills and different forms of communication and techniques (verbal, written, non-verbal, digital) and how to apply them appropriately.

Unit 6 Communication

1.1  Analyse different communication techniques and how to apply them appropriately

1.2  Analyse different forms of communication

1.3  Explain how to give constructive feedback

1.4  Explain how to prepare for and how to chair different types of meetings

1.5  Analyse the impact of interpersonal skills on effective communication

Personal Effectiveness – managing self

Self-Awareness

Understand own impact and emotional intelligence.

Unit 07 Self-awareness and continuous development

1.1 Explain the concepts of self-awareness and emotional intelligence

Understand different learning and behaviour styles.

Unit 07 Self-awareness and continuous development

1.4  Explain the value of Continuous Professional Development (CPD)

1.5  Analyse a range of learning and behavioural styles

1.6  Evaluate a range of feedback mechanisms

Management of self

Understand time management techniques and tools, and how to prioritise activities and the use of different approaches to planning, including managing multiple tasks.

Unit 07 Self-awareness and continuous development

2.1 Analyse a range of time management

techniques and tools used to plan and prioritise activities

success criteria in an individual’s personal development plan

4.9 Provide opportunities for others to apply their developing competence in the workplace

Develop, build and motivate teams by identifying their strengths and enabling development within the workplace.

Unit 4 Leading and Managing People

4.7  Support individuals in identifying their current and likely future learning and development needs to enable development in the workplace

4.8  Summarise agreed learning objectives, learning activities, review mechanisms and success criteria in an individual’s personal development plan

4.9  Provide opportunities for others to apply their developing competence in the workplace

Able to delegate and enable delivery though others.

Unit 4 Leading and Managing People

4.5 Apply delegation techniques whilst delivering targets

4.9 Provide opportunities for others to apply their developing competence in the workplace

Building Relationships

Able to build trust, and use effective negotiation and influencing skills and manage conflict.

Unit 5 Building Relationships

3.1 Develop a climate of mutual trust and respect by behaving openly and honestly

3.3  Apply effective negotiation and influencing skills whilst working with partners, stakeholders and suppliers

3.4  Apply effective conflict management techniques when working with partners, stakeholders

Able to identify and share good practice, and work collaboratively with others both inside and outside of the organisation.

Unit 5 Building Relationships

3.5 Identify and share best practice and work collaboratively with others both inside and outside of the organisation

Use of specialist advice and support to deliver against plans.

Unit 5 Building Relationships

3.2 Reflect on the specialist advice provided by partners, stakeholders and suppliers to deliver

Behaviours

What is required (developed and exhibited in the workplace)

Unit number and title

This section is for guidance only, depending on the content and circumstances of the learner’s work, different cross-referencing opportunities will apply.

Takes responsibility

Drive to achieve in all aspects of work. Demonstrates resilience and accountability. Determination when managing difficult situations. Seeks new opportunities

Unit 1 Operational Management

2.1 Identify specific, measurable, achievable, realistic and timebound (SMART) objectives and key performance indicators (KPIs)

2.5  Clarify the requirements of the plans to those who will be affected

2.6  Review plans in the light of changing circumstances in accordance with strategic objectives and identified risks

2.8 Report on the effectiveness of operational plans

4.1 Assess the reasons for a required change, demonstrating commercial awareness and the ability to identify and shape new opportunities

4.4 Identify and address barriers that effect the achievement of change

Unit 2 Project Management

2.5 Develop a proportionate and targeted plan to manage identified risks and contingencies

3.5 Revise plans in the light of changing circumstances in accordance with project

objectives and identified risks

Unit 3 Managing Finance

3.2  Identify the cause of variations from budget

3.3  Explain the actions to be taken to address variations from budget

3.6 Explain the actions to be taken in the event of suspected instances of fraud or malpractice

Unit 4 Leading and Managing People

4.3 Support the management of change within the organisation

Unit 5 Building Relationships

3.4 Apply effective conflict management techniques when working with partners, stakeholders and suppliers

Unit 6 Communication

2.2  Adapt the style and content of communication, appropriate to different situations

2.3  Adhere to organisational procedures to chair meetings effectively and present using a range of media

2.4  Give constructive feedback and challenge the views of others

Unit 7 Self-Awareness and Continuous Development

3.1  Evaluate own current and future personal development needs to create a personal development plan

3.2  Evaluate feedback on performance from a range of valid sources

Unit 8 Decision Making

2.1 Apply effective problem solving techniques to identify potential solutions

Inclusive

Open, approachable, authentic and able to build trust with others. Seeks views of others and values diversity.

Unit 1 Operational Management

2.5 Clarify the requirements of the plans to those who will be affected

4.3 Support colleagues to implement operational change

Unit 2 Project Management

2.2 Set objectives and scope of proposed projects with stakeholders

3.3 Clarify the requirements of the plans to those who will be affected

3.6 Establish communication channels to keep stakeholders up to date with developments and problems

Unit 3 Managing Finance

4.2 Recommend improvements to future budget setting and management

Unit 4 Leading and Managing People

4.2 Ascertain that colleagues and other stakeholders understand their role in the achievement of organisational objectives

4.4  Develop individuals and teams through coaching and mentoring to support high performance working

4.5  Apply delegation techniques whilst delivering targets

Unit 5 Building Relationships

3.1  Develop a climate of mutual trust and respect by behaving openly and honestly

3.2  Reflect on the specialist advice provided by partners, stakeholders and suppliers to deliver against plans

3.3  Apply effective negotiation and influencing skills whilst working with partners, stakeholders and suppliers

3.5 Identify and share best practice and work

collaboratively with others both inside and outside of the organisation

Unit 6 Communication

2.1 Use different communication forms and techniques that are appropriate to the audience and information to be communicated

2.4 Give constructive feedback and challenge the views of others

Agile

Flexible to the needs of the organisation. Is creative, innovative and enterprising when seeking solutions to business needs. Positive and adaptable, responds well to feedback and need for change. Open to new ways of working.

Unit 1 Operational Management

2.6 Review plans in the light of changing circumstances in accordance with strategic objectives and identified risks

4.1 Assess the reasons for a required change, demonstrating commercial awareness and the ability to identify and shape new opportunities

4.3 Support colleagues to implement operational change

Unit 2 Project Management

2.5 Develop a proportionate and targeted plan to manage identified risks and contingencies

Unit 3 Managing Finance

4.2 Recommend improvements to future budget setting and management

Unit 4 Leading and Managing People

4.5  Apply delegation techniques whilst delivering targets

4.6  Empower individuals to take responsibility for their decisions and actions within agreed parameters

4.7  Support individuals in identifying their current and likely future learning and development needs to enable development in the workplace

4.9 Provide opportunities for others to apply their developing competence in the workplace

Unit 5 Building Relationships

3.1  Develop a climate of mutual trust and respect by behaving openly and honestly

3.2  Reflect on the specialist advice provided by partners, stakeholders and suppliers to deliver against plans

3.3  Apply effective negotiation and influencing skills whilst working with partners, stakeholders and suppliers

3.4  Apply effective conflict management techniques when working with partners, stakeholders and suppliers

3.5  Identify and share best practice and work collaboratively with others both inside and outside of the organisation

Unit 6 Communication

2.1  Use different communication forms and techniques that are appropriate to the audience and information to be communicated

2.2  Adapt the style and content of communication, appropriate to different situations

Unit 7 Self-Awareness and Continuous Development

3.2  Evaluate feedback on performance from a range of valid sources

3.3  Reflect on own performance and working style, and the impact these can have on others

3.4  Implement time management techniques and tools to manage work load pressures

Unit 8 Decision Making

2.1  Apply effective problem solving techniques to identify potential solutions

2.2  Critically analyse the potential solutions justifying their decisions

Professionalism

Sets an example and is fair, consistent and impartial. Open and honest. Operates within organisational values.

Unit 1 Operational Management

2.2 Develop plans that are consistent with organisational strategy, objectives, values, policies and procedures

4.3 Support colleagues to implement operational change

Unit 2 Project Management

2.1  Analyse how a project fits with an organisation’s overall vision, objectives, plans and programmes of work

2.2  Set objectives and scope of proposed projects with stakeholders

3.8 Adhere to organisational policies and procedures, legal and ethical requirements when managing a project

Unit 4 Leading and Managing People

4.2 Ascertain that colleagues and other stakeholders understand their role in the achievement of organisational objectives

4.4  Develop individuals and teams through coaching and mentoring to support high performance working

4.5  Apply delegation techniques whilst delivering targets

4.6  Empower individuals to take responsibility for their decisions and actions within agreed parameters

4.7  Support individuals in identifying their current and likely future learning and development needs to enable development in the workplace

4.9 Provide opportunities for others to apply their developing competence in the workplace

Unit 5 Building Relationships

3.1 Develop a climate of mutual trust and respect by behaving openly and honestly

3.5 Identify and share best practice and work collaboratively with others both inside and outside