Frontline Management: discussion paper

Prepared for Innovation and Business Skills Australia (IBSA) by Precision Consultancy

February 2009

Manager 2020 Discussion Paper

February 2009

1

Contents

Overview

The Certificate III in Frontline Management

Key Management Skill Set

Certificate IV in Frontline Management

Appendix A - Certificate III in Frontline Management

Appendix B – Certificate IV in Frontline Management

Appendix C – Key Management Skill Set

Appendix D – The Australian Qualifications Framework

Overview

This Discussion Paper is part of the consultation process for a project that will report on the outcomes of the research, interviews and theperspectivesof key stakeholders regarding the demand and take up of the Frontline Management qualifications.

The Frontline Management Initiative was developed following the Karpin Report’s (1995) call to boost the skills of Australian managers.

Recommendation 11 in the Karpin Report was that "there be established a national training program for frontline managers" (page xli). The Karpin Report envisaged that participants would not have had any formal management training and that they would be "working in enterprises which are able to demonstrate the application of quality principles in their operations and their human resource development processes." The Task Force estimated that about 180,000 frontline managers in Australia were without formal management training; and estimated that approximately 80,000 to 100,000 of these would qualify "by working in quality committed enterprises". [1]

Since its inception the Frontline Management Initiative has proved enormously popular. Often the programs are delivered in-house: although this is not a requirement of the units of competence, management development lends itself to action and group learning in context. In its earliest form the FMI offered a Certificate IV and Diploma. Since then the units have undergone a number of revisions to conform to the changes in the vocational education and training system. Furthermore they have been revised in response to feedback from key stakeholders.

In the course of the development of BSB07 (the ‘home training package’ of the Frontline Management and Strategic Management qualifications) some decisions were made to rationalize and consolidate management qualifications. The table below shows the changes.

Management Qualifications before BSB07 / BSB07 Management Qualifications
Certificate III in Frontline Management / Certificate III in Frontline Management
Key Management Skill Set
Certificate IV in Business Management /
Certificate IV in Frontline Management
Certificate IV in Business (Frontline Management)
Diploma of Business Management / Diploma of Management
Diploma of Business (Frontline Management)
Advanced Diploma of Business Management / Advanced Diploma of Management

In the course of the consultations for BSB07 it was suggested that the Certificate III in Frontline Management be deleted – the reasons for this are listed below – and replaced with a Skill Set for people who were new to supervision or management and for people who may be keen to move into these roles.The skill set was developed and approved by the National Project Reference Group. Subsequently there was a call to reinstate the Certificate III in Frontline and it was included in the endorsement process for BSB07, without revision.

The purpose of this paper is to:

  • Gauge levels of support for the existing Certificate III in Frontline Management
  • Determine whether the Certificate III in Frontline Management meets the needs of industry and its intended audience
  • Determine whether the Certificate III in Frontline Management should be revised
  • Ascertain whether Skill Set/s might provide an more effective alternative for the required skills.

Please note that there is another discussion paper on management skills and management development more broadly – it invites feedback on how we should be preparing for the challenges of management between now and 2020.

Appendices A and B provide the packaging rules for the Certificate III in Frontline Managementand the Certificate IV in Frontline Management respectively . Appendix C provides the Key Management Skill Set and Appendix D provides information from the Australian Qualifications Framework.

The Certificate III in Frontline Management

Some of the specific issues raised in relation to theCertificate III in Frontline Management in the Review of BSB01 (which led to the development of BSB07) were:

  • That while some providers had it on their scope of registration, NCVER data showed minimal enrolments in the qualification
  • That it was seen as inappropriate to have a management qualification at the Certificate III level when a Certificate III is widely regarded as the level for a basic trade qualification and people who supervise the work of others generally work at a Certificate IV or higher
  • That it was not consistent with the spirit of the AQF i.e. it did not fit with the AQF definitions of ‘distinguishing features of a certificate III” (see Appendix D excerpt from the AQF Implementation Handbook 2007)
  • That the qualification was out of step with other qualifications in BSB and other training packages because it only required 6 units for completion (most other Certificates III require 12 or 13 units)
  • That the units within the qualification did not reflect the skills or competencies required for a management or supervisory role and that the skills that were being developed through the qualification were really generic skills for people working at a certificate III level.

In the revisions that were made to various units to create BSB07 the unit BSBCMN419AManage projects was updated and raised one level to become BSBPMG510A Manage projects. This unit is listed as an elective in the certificate III in Frontline Management. Whilst there are a number of qualifications in BSB which include units from a level higher or lower, the practice of including a unit which is two levels higher than the qualification has not previously occurred.

Qualification Structure

The qualification requires 6 units (see Appendix A) comprising four core units plus 2 electives. Four core units must be drawn from the list below:

BSBCMN311BMaintain workplace safety*

BSBFLM303C Contribute to effective workplace relationships

BSBFLM305CSupport operational plan

BSBFLM312BContribute to team effectiveness

BSBWOR301A Organise personal work priorities and development.

* denotes mandatory unit.

Note: Most other Certificates III in BSB07 require 12 or 13 units of competency. In general the number of units required for a qualification in BSB decreases as the qualification level increases – the trend is for lower level qualifications to prefer breadth i.e. more units, whilst higher level qualifications aim for depth and complexity.

BSBCMN311B Maintain workplace safety, BSBFLM303C Contribute to effective workplace relationships, BSBFLM312B Contribute to team effectiveness and BSBFLM305CSupport operational plan

These units were all rationalised and merged to create new units for BSB07. Because the Certificate III in Frontline Management was marked for deletion and then reinstated at the last minute, there was no time to consult on it. The qualification essentially comprises units from the old training package. These unitsduplicate new units in BSB07.

BSBWOR301A Organise personal work priorities and development

This unit appears in many other qualifications in BSB07 e.g. Certificate III in Business Administration, Certificate III in Recordkeeping, Certificate III in Occupational Health and Safety, Certificate III in International Trade.

Key Management Skill Set

The Key Management Skill Set was developed when the Certificate III in Frontline Management was marked for deletion from BSB. The skill set was intended to replace the Certificate IIIin Frontline Management and to address the needs of people who were transitioning in to management or supervisory roles. The units required for this skill set are:

BSBMGT401A / Show leadership in the workplace
BSBMGT402A / Implement operational plan
BSBWOR402A / Promote team effectiveness

These units can all be credited to towards the Certificate IV in Frontline Management. They are drawn from the core units of the Certificate IV.

Certificate IV in Frontline Management

The current Certificate IV in Frontline Management is the result of a merger between the former Certificate IV in Frontline Management and the Certificate IV in Business Management. These two qualifications were merged because of duplication. Although there has been a long standing tradition that Frontline Management was delivered in the workplace and that ‘strategic’ management qualifications were delivered in institutional settings, there was nothing in the units that specified the setting for delivery. The AQTF 2007 specifies that all competency should be assessed to the standards expected in the workplace.

The broad concept of industry competency concerns the ability to perform particular tasks and duties to the standard of performance expected in the workplace. Competency requires the application of specified skills and knowledge relevant to effective participation in an industry sector or enterprise.

Qualification Structure

The Certificate IV in Frontline Management requires competency in 10 units: 4 core plus 6 electives. The core units are:

  • BSBMGT401AShow leadership in the workplace
  • BSBMGT402AImplement operational plan
  • BSBOHS407AMonitor a safe workplace
  • BSBWOR402APromote team effectiveness.

Your opinions are most welcome.

Overleaf are some questions about the Frontline Management qualifications and the Key Management Skill Set. You are invited to comment on the qualifications, and may wish to write a submission from your organisation. Alternatively you may wish to answer the questions that are provided overleaf.

Please send your responses (preferably by email) to:

Michelle Wong
Precision Consultancy
Suite 2, Level 5, 167-169 Queen St.,
Melbourne VIC 3000
e:
t: 03 9606 0118
f: 03 9606 0119

Responses must be received by close of business, Friday 17th April 2009.
Questions

Name:
Title:
Organisation:
Address:
Email:
Telephone:
1. Do you deliver the Cert III in Frontline Management?
YesNo 
If yes, how many enrolments were there in the 2008-9 calendar year?
2. Do you believe that the units comprising the Certificate III in Frontline Management reflect the skills required for a supervisor or manager?
YesNo 
Please explain your answer.
3. Do you support the retention of a management qualification at a Certificate III level?
Yes No 
Please explain your answer.
If you answered no, please go to Question 7, if yes, please go to Question 4.
4. How many units should be required for the Certificate III in Frontline Management?
Number of units for the Certificate III in Frontline Management
Please explain your answer.
5. What competencies (existing endorsed competencies or new units) should be included in the Certificate III in Frontline Management?
6. Do you support the retention of the Diploma level unit BSBPMG510A Manage projects in the Certificate III in Frontline Management?
YesNo 
Please explain your answer.
7. Do you deliver the Key Management Skill Set?
YesNo 
8. Are there any comments you would like to make about the Key Management Skill Set?
9. Are there any comments you would like to make about the Certificate IV in Frontline Management?
10. Which of the following provides the best outcomes for people who are stepping into roles as a supervisor or new manager?
The Certificate III in Frontline 
The Key Management Skill Set
The Certificate IV in Frontline Management
Please explain your answer.
11. Do you have any further comments to make about the Frontline Management qualifications or skill set?

Appendix A - Certificate III in Frontline Management

BSB31207Certificate III in Frontline Management

Descriptor

This qualification reflects the role of individuals who provide supervision in a wide range of organisational and industry contexts. They are likely to have existing technical skills in a broad range of vocations or professions, but require some training in the basics of supervision. Typically they would report to a supervisor or team leader.

At this level frontline managers provide basic leadership and guidance to small groups of others and have limited responsibility for the effective functioning and performance of a unit and its work outcomes.

Job Roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

  • Unit leader
  • Leading Hand.

Qualification Pathways

Prerequisite requirements

There are no prerequisite requirements for individual units of competency.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

  • after achieving the BSB20107 Certificate II in Business or other relevant qualifications

OR

  • providing evidence of competency in the majority of units required for BSB20107 Certificate II in Business or other relevant qualifications

OR

  • with some vocational experience of working within a team or unit but no formal supervisory qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

  • Clerical Worker
  • Data Entry Operator
  • Lance Corporal/Corporal or equivalent in other Defence Forces
  • Tradesperson

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving the BSB31207Certificate III in Frontline Management, candidates may undertake the BSB40807Certificate IV in Frontline Management, or a range of other Certificate IV qualifications.

Licensing, Legislative, Regulatory or Certification Considerations

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a Unit of Competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Qualification Rules
Total number of units = 6
4 core units plus
2 elective units
At least 2 of the core units must be selected from the Management Units in the range of Core Units listed below and BSBCMN311B Maintain workplace safety.
At least 1 of the elective units must be selected from the Management units listed below.
Elective units must be relevant to the work outcome, local industry requirements and the qualification level.
Core Units
Select 4 units from the following list including BSBCMN311B Maintain workplace safety.
Common
BSBCMN311BMaintain workplace safety
Frontline Management
BSBFLM303C Contribute to effective workplace relationships
BSBFLM305CSupport operational plan
BSBFLM312BContribute to team effectiveness
Workplace Effectiveness
BSBWOR301A Organise personal work priorities and development
Elective Units
Customer Service
BSBCUS301ADeliver and monitor a service to customers
Innovation
BSBINN301APromote innovation in a team environment
IT Use
BSBITU203ACommunicate electronically
Frontline Management
BSBFLM306CProvide workplace information and resourcing plans
BSBFLM309CSupport continuous improvement systems and processes
BSBFLM311CSupport a workplace learning environment
Management
BSBMGT404ALead and facilitate off-site staff
Project Management
BSBPMG510AManage projects
Risk Management
BSBRSK401AIdentify risk and apply risk management processes

Note: The rules applying to this qualification are different from the general pattern of qualifications at the same level within the Business Services Training Package. The number of units is much lower than for other qualifications.

Employability Skills Summary

BSB31207Certificate III in Frontline Management

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill / Industry requirements for this qualification include:
Communication /
  • communicating verbally with team members and managers to ensure open communication channels and to clarify issues
  • writing a range of simple documentation and communications

Teamwork /
  • supporting other team members
  • conveying workplace procedures and work instructions to team members

Problem solving /
  • resolving issues and conflicts with team members
  • developing strategies and processes to improve team work practices and team effectiveness within the constraints of documented procedures

Initiative and enterprise /
  • identifying and suggesting improvements to support the development of improved work practices and team effectiveness

Planning and organising /
  • contributing to planning processes with team members to meet expected outcomes
  • monitoring and adjusting team performance by preparing shortterm plans, acquiring resources and reporting on performance
  • gathering, organising and applying workplace information for the organisation’s work processes and information systems

Self-management /
  • actively seeking feedback on own performance from clients and colleagues
  • prioritising tasks

Learning /
  • developing a comprehensive knowledge and understanding of products and services
  • identifying priorities and pursuing personal work goals in accordance with organisational objectives

Technology /
  • using information communication technology to communicate with team members or clients

Appendix B – Certificate IV in Frontline Management

BSB40807Certificate IV in Frontline Management

Descriptor

This qualification reflects the role of individuals who take the first line of management in a wide range of organisational and industry contexts. They may have existing qualifications and technical skills in any given vocation or profession, yet require skills or recognition in supervisory functions. Typically they would report to a manager.

At this level frontline managers provide leadership and guidance to others and take responsibility for the effective functioning and performance of the team and its work outcomes.

Job Roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

  • Coordinator
  • Leading Hand
  • Supervisor
  • Team Leader.
Qualification Pathways
Prerequisite requirements

There are no prerequisite requirements for individual units of competency.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

  • after achieving the BSB31207 Certificate III Frontline Management or other relevant qualification/s

OR

  • providing evidence of competency in the majority of units required for the BSB31207 Certificate III in Frontline Management or other relevant qualification/s

OR

  • with some vocational experience in a supervisory role but no formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

  • Accounts Clerk
  • Customer Service Advisor
  • Import/Export Clerk
  • Office Administrator
  • Student Services Officer.

This breadth of expertise would equate to the competencies required to undertake this qualification.