NZQA registered unit standard
27935 version 1
Page 1 of 3
Title
Apply staffing strategies to achieve service delivery outcomes for
operational roles in a service delivery organisation
Level
5
Purpose
Credits
10
This unit standard contains a set of competencies for
experienced people who are supervising others 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 knowledge and skills required to apply
staffing strategies to achieve service delivery outcomes in
operational roles in a hospitality, retail or travel and tourism
workplace.
Classification
Service Sector Skills > Service Delivery
Available grade
Achieved
Explanatory notes
1
Definitions
Customer may include but is not limited to – internal customers, external customers,
guests.
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 Accident
Compensation Act 2001, Employment Relations Act 2000, Health and Safety in
Employment Act 1992, Innkeepers Act 1962, Privacy Act 1993.
3
Evidence for the practical components of this unit standard must be gathered in the
workplace within commercial competence requirements.
Outcomes and evidence requirements
Outcome 1
Analyse staffing strategies to enable service delivery outcomes to be achieved.
Evidence requirements
1.1
Current use of staff time is analysed to determine areas for improvement to
meet service delivery outcomes in accordance with establishment requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Range
27935 version 1
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analysis includes but is not limited to – current use of personal and
work time, cost/benefit of time used, productivity, work
prioritisation.
1.2
Staff training requirements are analysed to determine future training and
assessment needs to meet agreed service delivery outcomes in accordance
with establishment requirements.
1.3
Communication strategies are analysed to determine their effectiveness in
providing service delivery outcomes in accordance with establishment
requirements.
1.4
Strategies for interacting with customers from other cultures are analysed to
determine their appropriateness to the culture and service delivery situation in
accordance with establishment requirements.
Outcome 2
Apply staffing strategies to enable service delivery outcomes to be achieved.
Evidence requirements
2.1
Techniques and measures to improve use of productive time to meet agreed
service delivery outcomes are applied in accordance with establishment
requirements.
Range
techniques and measures include but are not limited to – setting
priorities, deadlines, schedules, minimising unproductive time and
personal overload, evaluating effectiveness.
2.2
Staff training and assessment plans are implemented to improve service
delivery outcomes in accordance with establishment requirements.
2.3
Performance targets to meet agreed service delivery outcomes are
communicated to staff using appropriate communication strategies for the
operational role in accordance with establishment requirements.
Range
2.4
communication strategies may include but are not limited to –
face-to-face, email, phone, other electronic media, staff meetings
and/or briefings, newsletters.
Information and performance requirements on agreed service delivery
outcomes are given and requested in a way that is targeted to the recipient and
meets customer needs in accordance with establishment requirements.
Planned review date
ServiceIQ
SSB Code 9068
31 December 2018
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27935 version 1
Page 3 of 3
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