Page 1 of 3
Title / Apply standard operating procedures and the code of conduct to a work role in a service delivery organisation
Level / 3 / Credits / 5
Purpose / This entry-level unit standard contains a set of core competencies for people working in a service delivery role in the hospitality, retail or travel and tourism sectors.
This unit standard will be assessed in a service delivery context and relates to the skills and knowledge required to apply the specific standard operating procedures and code of conduct in a hospitality, retail or travel and tourism workplace.
Classification / Service Sector Skills > Service Delivery
Available grade / Achieved
Explanatory notes
1Definitions
A work role - refers to working in a hospitality establishment, a retail business or a travel and tourism business.
Code of conduct may include but is not limited to – mission, values, expectations, objectives, outcomes, guidelines for behaviour.
Establishment requirements – any policy, procedure, process or agreed requirement, either written or oral, made known to the candidate prior to assessment against this unit standard.
2Legislation to be complied with includes but is not limited to – the Health and Safety in Employment Act 1992, Privacy Act 1993, Resource Management Act 1991.
3Evidence for the practical components of this unit standard must be gathered in the workplace.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of standard operating procedures and the code of conduct relevant to a work role in an organisation that provides service delivery outcomes.
Evidence requirements
1.1 Standard operating procedures related to the candidate’s work role are identified and described in terms of establishment requirements.
Rangeevidence is required of a minimum of two standard operating procedures from the candidate’s workplace.
1.2Code of conduct roles and responsibilities are identified and described in terms of the impact on the candidate’s work role.
1.3Levels of delegation related to the candidate’s work role are identified and described in terms of establishment requirements.
1.4Reporting requirements related to the candidate’s work role are identified and described in terms of establishment requirements.
1.5Environmental and sustainability requirements related to the candidate’s work role are identified and described in terms of establishment requirements.
1.6Personal presentation requirements related to the candidate’s work role are identified and described in terms of establishment requirements.
1.7Confidentiality requirements related to the candidate’s work role are identified and described in terms of establishment requirements.
1.8Consequences of non-compliance with standard operating procedures and the code of conduct relevant to the candidate’s work role are identified and described in terms of establishment requirements.
Outcome 2
Apply standard operating procedures to a work role in an organisation that provides service delivery outcomes.
Evidence requirements
2.1Standard operating procedures that apply to the candidate’s work role are adhered to in accordance with establishment requirements.
Rangeevidence is required of a minimum of two standard operating procedures in the candidate’s workplace.
2.2Personal presentation requirements relevant to the candidate’ work role are adhered to in accordance with establishment requirements.
2.3Productivity, time management and confidentiality requirements that apply to the candidate’s work role are adhered to in accordance with establishment requirements.
2.4Environmental sustainability requirements that apply to the candidate’s work role are adhered to in accordance with establishment requirements.
2.5Reporting requirements that apply to the candidate’s work role are adhered to in accordance with establishment requirements.
Planned review date / 31 December 2018Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 12 December 2013 / N/A
Consent and Moderation Requirements (CMR) reference / 0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMR). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact ServiceIQ if you wish to suggest changes to the content of this unit standard.
ServiceIQSSB Code 9068 / New Zealand Qualifications Authority 2019