NZQA registered unit standard
27929 version 1
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
Purpose
Credits
5
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
1
Definitions
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.
2
Legislation 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.
3
Evidence 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.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Range
27929 version 1
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evidence is required of a minimum of two standard operating
procedures from the candidate’s workplace.
1.2
Code of conduct roles and responsibilities are identified and described in terms
of the impact on the candidate’s work role.
1.3
Levels of delegation related to the candidate’s work role are identified and
described in terms of establishment requirements.
1.4
Reporting requirements related to the candidate’s work role are identified and
described in terms of establishment requirements.
1.5
Environmental and sustainability requirements related to the candidate’s work
role are identified and described in terms of establishment requirements.
1.6
Personal presentation requirements related to the candidate’s work role are
identified and described in terms of establishment requirements.
1.7
Confidentiality requirements related to the candidate’s work role are identified
and described in terms of establishment requirements.
1.8
Consequences 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
2.1
Standard operating procedures that apply to the candidate’s work role are
adhered to in accordance with establishment requirements.
Range
evidence is required of a minimum of two standard operating
procedures in the candidate’s workplace.
2.2
Personal presentation requirements relevant to the candidate’ work role are
adhered to in accordance with establishment requirements.
2.3
Productivity, time management and confidentiality requirements that apply to
the candidate’s work role are adhered to in accordance with establishment
requirements.
2.4
Environmental sustainability requirements that apply to the candidate’s work
role are adhered to in accordance with establishment requirements.
2.5
Reporting requirements that apply to the candidate’s work role are adhered to in
accordance with establishment requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Planned review date
27929 version 1
Page 3 of 3
31 December 2018
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
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 qualifications@serviceiq.org.nz if you wish to suggest changes
to the content of this unit standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016