ProQual Level 5 NVQ Diploma in Management and Leadership

Name: ProQual Level 5 NVQ Diploma in Management and Leadership
Availability: InStock

This Ofqual-regulated, competence-based qualification develops advanced management and leadership skills for professionals managing business processes, leading change, planning strategy, and managing finance across all sectors.

Course Features

This qualification is Ofqual-regulated and mapped to National Occupational Standards for Management and Leadership, offering flexible portfolio-based assessment with no formal examinations.

Ofqual-regulated qualification (Qualification Number: 601/4757/X) on the Regulated Qualifications Framework (RQF)
Competence-based assessment through a portfolio of workplace evidence with no written exams
Total qualification time of 530 hours with 247 guided learning hours
Flexible unit selection from mandatory and optional groups to suit individual job roles
Mapped directly to National Occupational Standards (NOS) for Management and Leadership
Suitable across all occupational sectors and industries

About This Course

The ProQual Level 5 NVQ Diploma in Management and Leadership is designed for individuals who have the ability and opportunity to demonstrate recognisable management skills in their workplace. It covers managing business processes, leading and implementing change, managing finance, providing learning opportunities, and managing projects or technical matters. The qualification is awarded by ProQual Awarding Body and regulated by Ofqual, and has been approved for use in England, Wales, and Northern Ireland.

Minimum 53 credits required comprising mandatory and optional units
22 credits from four mandatory Group A units must be completed
Minimum 23 credits from Group B optional units, with a maximum of 8 credits from Group C
Internally assessed and verified by centre staff with external quality assurance by ProQual
Directly mapped to National Occupational Standards for Management and Leadership
Approved for delivery in England, Wales, and Northern Ireland

What You'll Learn

Upon completion, learners will have demonstrated competence across strategic planning, business process design, change management, and leadership through workplace-based evidence.

Contribute to the development of strategic plans using analytical techniques and planning models
Design and evaluate business processes including workflow patterns and modelling tools
Plan, manage, and evaluate strategic change initiatives within an organisation
Provide leadership and management by applying motivation theories and stakeholder engagement
Establish and manage business risk management processes and contingency planning
Develop operational plans, manage budgets, lead projects, and promote equality and inclusion

Who Should Attend

This qualification is aimed at individuals across all occupations and sectors who have the ability and opportunity to demonstrate management skills in their current role, whether managing people, projects, or technical functions.

Middle and senior managers responsible for business processes and strategic decisions
Team leaders and department heads managing resources and operational delivery
Project managers overseeing cross-functional programmes and project governance
Professionals responsible for leading organisational change and business improvement
Managers seeking formal recognition of their existing leadership competence
Aspiring senior leaders preparing for progression into higher-level management roles

Entry Requirements

There are no formal entry requirements for this qualification. Centres should carry out an initial assessment of candidate skills and knowledge to identify any gaps and help plan the assessment.

No formal academic entry requirements; candidates must be in a role where they can demonstrate management and leadership competence
Centres must conduct an initial assessment to identify skill gaps and plan the assessment pathway

Assessments

This qualification is competence-based and internally assessed. Candidates must produce a portfolio of evidence demonstrating achievement of all learning outcomes and assessment criteria for each unit.

Portfolio of workplace evidence including assignments, projects, reports, and candidate products
Observation reports by a qualified assessor and professional discussion
Witness testimony from workplace colleagues and managers
Record of oral and written questioning, worksheets, and Recognition of Prior Learning (RPL)

Progression

Successful completion of this qualification provides a direct progression route to higher-level management qualifications and senior leadership positions across all sectors.

Level 7 NVQ Diploma in Management (direct progression route identified by ProQual)
Senior management roles such as Operations Manager, Programme Director, or Head of Department
Specialist management qualifications in areas such as quality, risk, or strategic marketing
Postgraduate management qualifications including MBA programmes

Curriculum

Evaluate a range of strategic planning models
Evaluate the advantages and limitations of analytical techniques
Analyse perspectives of and approaches to business strategy
Evaluate political, economic, social, technological, legal and ethical factors affecting strategic plans
Evaluate market factors influencing strategic planning decisions
Evaluate the application of scanning tools to strategy development
Analyse the relationship between strategic intentions, strategic choice and strategy formulation
Make viable contributions consistent with strategic objectives and resource constraints
Evaluate the impact of a proposed strategy on a business

Analyse the principles of business change and business process re-engineering
Evaluate the concept and application of workflow patterns and usability testing
Evaluate a range of modelling tools
Analyse factors to be taken into account when evaluating effectiveness of business processes
Evaluate the scope for business process improvement and constraints
Generate ideas that meet defined business needs
Test a proposed process through a modelling exercise
Evaluate the feasibility and viability of a proposed process against agreed criteria
Establish the degree of overlap between proposed and existing processes and systems
Resolve tensions between existing and proposed systems and processes
Adhere to organisational policies, procedures, legal and ethical requirements
Analyse valid information using techniques appropriate to the process being evaluated
Assess the cost and benefit of a business process to the organisation
Justify recommendations for rejection, adoption or enhancements to processes with evidence

Evaluate characteristics and application of change management models for different structures
Analyse stakeholder mapping techniques used for managing and evaluating change
Analyse techniques to evaluate change
Evaluate the relationship between change management, business continuity and crisis management
Assess the reasons for, scope and inherent risks of a required change
Evaluate influences of the internal and external environment on a change
Analyse the ethical dimensions of a change
Identify viable alternative strategies for achieving a desired change
Develop a plan with SMART objectives and resources
Develop a stakeholder engagement plan that addresses needs and concerns
Specify mechanisms for risk management and interdependencies
Allocate resources and responsibilities in accordance with the plan
Ensure change plan implementation aligns with organisational values and procedures
Manage friction between stakeholder needs and interdependencies
Establish valid evaluation criteria to measure the effects of change
Evaluate aspects of change that were successful and ascertain why others were not
Identify implications for knowledge management systems and processes

Analyse how leadership and management theories may be applied
Assess the influence of organisational culture on leadership styles and management practices
Assess the influence of organisational structure on leadership styles and management practices
Analyse how theories of motivation may be applied in the practice of leadership
Evaluate the role of stakeholder engagement in leadership and management
Assess the suitability of leadership styles and management practices to organisational culture
Display behaviours and attitudes showing commitment to organisational goals and vision
Identify stakeholders and the nature of their interest
Ensure colleagues and stakeholders understand their role in achieving objectives
Win trust and support through exemplary performance and behaviour
Take action to maintain morale through difficult times and secure ongoing commitment
Make planning and resourcing decisions that optimise available resources, skills and expertise
Use delegation techniques whilst delivering targets
Empower individuals to take responsibility within agreed parameters
Adapt plans, priorities and resource allocations to meet changing circumstances

Analyse standards relating to the management of business risk
Analyse factors influencing different types of risk
Evaluate the relationship between risk management, business continuity and crisis management
Evaluate scenario planning and crisis management models
Analyse methods of calculating risk probability
Analyse the effectiveness of risk monitoring techniques
Analyse the significance of risk governance structures and ownership
Review effectiveness of risk management strategy, policy and criteria
Develop viable and affordable risk management processes consistent with business needs
Develop contingency and business disruption processes
Ensure risk management processes are integrated into operational plans
Appraise suitability of risk evaluation techniques to business risk management
Evaluate risk using valid quantitative and qualitative information
Encourage a culture that accepts and manages risk

Analyse the development of equality, diversity and inclusion policies and practices
Evaluate the application of approaches to equal opportunities
Evaluate the impact of equality, diversity and inclusion policy on workforce performance
Evaluate methods of managing ethical conflicts
Evaluate business benefits of effective equality, diversity and inclusion policies
Evaluate requirements of legislation, regulation and codes of practice
Identify extent to which strategies, policies and practices are fit for purpose
Benchmark organisational equality, diversity and inclusion policies internally and externally
Identify areas for improvement in human resource practices and organisational systems
Devise a communications strategy covering everyone within area of responsibility
Promote a culture where actual and potential discrimination is challenged
Ensure organisational procedures, culture and values reinforce good practices

Assess the nature of potential stakeholders' interest and needs
Evaluate strengths and weaknesses of stakeholder mapping techniques
Assess the value of analytical techniques and alliance modelling
Evaluate implications of collaborative relationships for risk and knowledge management
Evaluate implications for the supply chain and sustainability of future working arrangements
Evaluate components, use and likely effects of invoking an exit strategy
Identify potential organisations to complement or enhance work or reputation
Analyse potential synergies and scope for collaboration
Balance benefits of collaboration against cost requirements and adverse aspects
Agree mutually acceptable terms of reference
Develop a viable stakeholder engagement plan consistent with organisational strategy
Evaluate the effectiveness of ongoing collaborative relationships

Explain how to keep up to date with technological developments
Analyse requirements of organisational procurement processes
Evaluate implications of technology for business continuity and crisis management plans
Evaluate legal implications of changes to the use of technology
Analyse requirements of a technology strategy
Establish evaluation criteria for the use of technology
Evaluate current use of technology against agreed criteria
Identify scope for improvement including training, adaptations and new systems
Assess risks, limitations and benefits of changes to the use of technology
Specify technological requirements and priorities in accordance with organisational strategy
Recommend technological solutions that meet specified objectives
Develop procedures addressing all aspects of the technology and their implications
Ensure everyone using the technology is adequately trained and equipped
Use monitoring techniques appropriate to the nature of work and the system

Analyse stages of the development process, product life cycle and their requirements
Explain requirements of market segmentation
Analyse factors affecting buyer behaviour
Evaluate use of market analytical tools when developing new or improved products and services
Establish criteria for evaluating the need for new or improved products and services
Evaluate customers' and potential customers' perceptions of uses, value and quality
Identify competitor activity that may impact the market
Assess likely impact of customers' culture and behaviour on potential sales
Ensure proposals are consistent with organisational strategy, objectives and values
Assess costs and viability of developing new or improved products and services
Evaluate the degree of success of new or improved products and services

Describe interpersonal skills needed for effective networking
Explain the basis on which to choose networks to be developed
Evaluate the role of shared agendas and conflict management in relationship building
Evaluate the role of the internet in business networking
Assess the importance of following up leads and actions
Analyse ethical issues relating to networking activities
Identify potential networks from analysis of benefits compared with individual needs
Shortlist networks for development against defined criteria
Identify potential for mutual benefit with network members
Promote own skills, knowledge and competence to network members
Establish boundaries of confidentiality and agree guidelines for exchange of information

Evaluate use of risk analysis techniques in operational planning
Explain the components of an operational plan
Analyse the relationship between strategic and operational plans
Evaluate the use of planning tools and techniques in operational planning
Explain how to carry out a cost-benefit analysis
Identify SMART objectives and key performance indicators
Identify evaluation mechanisms appropriate to the plan
Ensure plans are consistent with organisational strategy, objectives, values and procedures
Develop proportionate and targeted plans to manage identified risks
Implement plans within agreed budgets and timescales
Communicate plan requirements to those who will be affected
Revise plans in light of changing circumstances
Conduct periodic reviews of progress and effectiveness
Report on effectiveness of operational plans in the appropriate format

Assess the role of continuous professional development in meeting learning and development needs
Analyse advantages and limitations of different learning and development methods
Explain how to identify individuals' learning and development needs
Evaluate the role of self-reflection in learning and development
Promote the benefits of learning to people in own area of responsibility
Support individuals in identifying current and future learning and development needs
Agree learning activities within budgets consistent with business needs
Summarise agreed learning objectives and activities in a personal development plan
Create an environment that encourages and promotes learning and development
Analyse information on individuals' performance and evaluate effectiveness of methods
Agree revisions to personal development plans in light of feedback

Explain the difference between a discipline case and a grievance case
Explain sources of advice and expertise on discipline and grievance
Explain legal obligations of employers and rights of employees
Explain organisational procedures for management of discipline and grievance cases
Explain communication techniques for managing discipline and grievance
Explain types of behaviours resulting in disciplinary proceedings
Explain how to carry out investigations into discipline and grievance cases
Analyse the effect of well managed and poorly managed cases
Inform individuals subject to disciplinary proceedings within agreed timescales
Provide evidence supporting the case for disciplinary proceedings
Identify the nature of a grievance and investigate its seriousness and implications
Agree measures to prevent future reoccurrences of grievances

Analyse stakeholder mapping techniques
Explain how influencing skills and techniques enhance stakeholder relationships
Explain expectation management and conflict resolution techniques
Analyse advantages and limitations of different types of stakeholder consultation
Evaluate risks and potential consequences of inadequate stakeholder consultation
Identify stakeholders with whom relationships should be developed
Evaluate business areas that would benefit from collaboration
Evaluate scope for and limitations of collaborating with different types of stakeholder
Create a climate of mutual trust and respect by behaving openly and honestly
Monitor relationships and developments with stakeholders
Recommend improvements based on analyses of effectiveness

Explain roles and inputs of those involved in the tender process
Identify essential and desirable business needs within the tender
Address all aspects of the specification including post-contractual requirements
Allocate priorities within the tender specification in accordance with business needs
Establish criteria and ranking systems to evaluate tenders
Assess appropriateness of different media to attract potential suppliers
Specify tender application procedures, arrangements and timetable
Sift out suppliers that do not meet agreed criteria
Confirm track records of shortlisted suppliers demonstrate required technical capability
Devise negotiating strategy appropriate to the contract and supplier
Award contracts that best meet business needs and meet the specification
Adhere to organisational policies, procedures, legal and ethical requirements

Identify resource requirements from analyses of organisational needs
Evaluate alternative options for obtaining physical resources
Evaluate the impact on the organisation of introducing physical resources
Develop a business case supported by evidence, cost estimates and contingency arrangements
Obtain authorisation and financial commitment for required expenditure
Negotiate best value from contracts in accordance with organisational standards
Check that physical resources received match those ordered
Ensure physical resources are used in accordance with manufacturers' instructions
Evaluate efficiency of physical resources against agreed criteria
Recommend improvements to use of physical resources and associated working practices

Explain how to carry out an environmental impact analysis
Compare sources of specialist advice on environmentally-friendly working practices
Analyse business and environmental benefits of effective energy management policies
Explain health and safety requirements for use and disposal of resources and waste
Analyse potentially adverse effects on the environment caused by work activities
Evaluate effectiveness of methods of improving environmental sustainability
Implement plans and procedures to adapt work practices to be more environmentally friendly
Develop a system for colleagues to recommend improvements
Determine the environmental impact of use of different physical resources
Develop procedures for disposal of waste minimising impact on the environment

Analyse the principles of quality management
Analyse the purpose and requirements of a range of quality standards
Analyse the advantages and limitations of a range of quality techniques
Assess how quality management contributes to achievement of organisational objectives
Establish quality requirements applicable to the work being audited
Confirm documentation is complete and previously agreed actions have been implemented
Make available information requested in advance by auditors
Provide access to information on request within scope of the audit
Agree actions and timescales to remedy non-conformance or non-compliance
Develop a quality improvement plan that addresses the issues raised

Analyse the principles of quality management
Analyse the purpose and requirements of a range of quality standards
Analyse advantages and limitations of a range of quality techniques
Assess how quality management contributes to organisational objectives
Establish quality requirements applicable to the work being audited
Develop a plan for a quality audit
Prepare the documentation needed to undertake a quality audit
Specify data requirements to those who will support the audit
Confirm previously agreed actions have been implemented
Analyse information against agreed quality criteria
Identify instances where business processes and quality standards could be improved
Agree actions and timescales that will remedy non-conformance or non-compliance

Explain how to calculate estimated costs of activities, resources and overheads
Analyse the components of a business case to meet organisational requirements
Analyse factors to secure the support of stakeholders
Describe the business planning and budget-setting cycle
Explain purposes of budget-setting and information needed for realistic budgets
Explain how to address contingencies and organisational policies on budget-setting
Use the budget to control performance and expenditure
Identify cause of variations from budget and explain actions to address them
Propose realistic revisions to budget supporting recommendations with evidence
Provide budget-related reports and information within agreed timescales
Identify successes and areas for improvement in budget management

Explain how to carry out a cost-benefit analysis for a project
Evaluate use of risk analysis techniques
Evaluate project planning and management tools and techniques
Evaluate impact of changes to project scope, schedule, finance, risk, quality and resources
Analyse requirements of project governance arrangements
Analyse how a project fits with organisational vision, objectives and plans
Agree objectives and scope of proposed projects with stakeholders
Assess interdependencies and potential risks within a project
Develop a project plan with SMART objectives, KPIs and evaluation mechanisms
Develop proportionate and targeted plans to manage identified risks and contingencies
Apply project lifecycle approaches to the progress of a project
Allocate resources and brief project team members on roles and responsibilities
Implement plans within agreed budgets and timescales
Revise plans in light of changing circumstances and keep stakeholders updated
Complete close-out actions and evaluate effectiveness of a project

Explain what is meant by business risk
Analyse business risk identification theories and models
Explain measures and techniques to mitigate business risk
Explain own level of authority in managing risk
Monitor work in line with organisational risk procedures
Identify potential risks using agreed risk criteria
Assess identified risks, their potential consequences and probability
Communicate to stakeholders the likelihood of risk occurring and its consequences
Develop risk management plans proportionate to the risk and available resources
Implement risk management plans and monitor ongoing risk-related developments
Keep stakeholders informed and evaluate effectiveness of actions taken

Explain the concept, scope and importance of knowledge management
Explain the concept of intellectual property
Identify business drivers that lead to effective knowledge management
Explain risks associated with knowledge management and their implications
Explain best practice principles and techniques for effective knowledge management
Describe strategies to manage tacit and explicit knowledge
Identify criteria against which knowledge will be managed
Engage colleagues in identifying the knowledge to be managed
Implement actions in accordance with the knowledge management plan
Adhere to security processes for collection, storage and retrieval of knowledge
Evaluate extent to which current knowledge management systems are fit for purpose
Assess likely impact and implications of the loss of knowledge

Explain workforce planning techniques and information needed to identify recruitment requirements
Assess impact of organisational structure and culture on recruitment and selection
Analyse factors involved in establishing recruitment and selection criteria
Evaluate suitability of different recruitment and selection methods for different roles
Analyse patterns of employment affecting recruitment of staff
Explain factors for developing job specifications, personal specifications and job advertisements
Explain the induction process and its relationship with human resource processes
Determine current staffing needs and identify current and future skills needs
Develop a resourcing plan that addresses identified needs within budgetary limitations
Evaluate cost-effectiveness of different methods of recruitment
Plan valid and reliable assessment processes for selection
Justify assessment decisions with evidence and inform applicants of outcomes
Develop induction materials meeting operational and new starters' needs
Assess new starters' training needs and provide support throughout induction period

Explain legal requirements relating to management of redundancy
Explain conditions required for a redundancy and possible ways of avoiding redundancies
Explain factors involved in identifying the pool for redundancy selection
Evaluate implications of voluntary and compulsory redundancy on individuals and organisations
Explain the concept of redeployment and legal requirements relating to redeployment
Evaluate benefits and limitations to an organisation of redeployment
Assess the role of project management techniques in management of redeployment
Evaluate available options for avoiding redundancy and their implications
Develop a redundancy plan and timetable addressing redundancy objectives
Ensure redundancy payments are calculated accurately
Explain to redeployees the reasons, purpose and benefits of redeployment
Develop a redeployment plan and make agreed support services available

Analyse the value of knowledge management
Evaluate advantages and disadvantages of a range of models of knowledge management
Assess the role of staff in development of a knowledge management strategy
Assess the nature of knowledge management as a strategic asset
Characterise different knowledge management approaches and schools of thought
Analyse different frameworks, dimensions and use of push and pull strategies
Analyse use of technology to manage knowledge
Identify the scope for creation, development, sharing and transfer of knowledge
Ensure strategy identifies business-critical knowledge and addresses hindrances and risks
Specify standards, processes and protocols supporting knowledge creation, sharing and protection
Implement systems and procedures that protect intellectual property
Evaluate capability and capacity of existing systems to meet current and predicted needs
Encourage managers to act as knowledge management role models

Define the scope of quality
Distinguish between quality management, quality assurance, quality control and quality improvement
Evaluate a range of approaches to quality management and their principles
Analyse the development of quality management principles
Evaluate requirements of a range of quality standards
Identify the scope of a quality strategy
Devise a strategy capable of assuring and controlling quality of work to agreed standards
Specify standards, processes and protocols supporting maintenance of quality
Evaluate use of technology to manage quality for different purposes
Implement systems and procedures capable of monitoring quality standards
Evaluate capability and capacity of systems to meet current and predicted quality needs

Define the scope of continuous improvement and its relationship with other systems
Distinguish between continuous and continual improvement
Evaluate a range of approaches to continuous improvement and their principles
Evaluate implications of staff involvement in continuous improvement
Analyse the development of continuous improvement
Identify the scope of a continuous improvement strategy
Devise a strategy capable of evaluating business performance and identifying areas for improvement
Establish valid measures for evaluating business performance
Establish systems for collecting and assessing information on business performance
Foster a culture where people are encouraged to make suggestions for improvement
Benchmark performance against historical data and comparable organisations
Ensure improvements made align with business objectives and values

Analyse concepts underpinning strategic marketing in business practice
Assess the scope of strategic marketing activities and how they affect a business
Evaluate the relationship between marketing and other business functions
Analyse planning principles involved in developing a marketing strategy
Analyse a range of tools to evaluate a strategic marketing plan
Explain advantages and limitations of a range of marketing strategies
Evaluate existing and potential markets against agreed strategic criteria
Identify features of actual and potential offerings through evaluation of competitors
Evaluate a range of marketing communications frameworks
Define marketing messages consistent with strategic objectives and organisational culture
Specify communications media likely to reach identified target customers
Set pricing strategies consistent with organisational strategy and sales optimisation
Monitor performance of products, services and subcontractors against agreed success criteria
Adapt marketing strategies and activities in light of feedback or changing circumstances

Evaluate personal responsibilities and liabilities under health and safety legislation
Describe organisational responsibilities and liabilities under health and safety legislation
Identify specialists to consult with when health and safety issues outside own remit are identified
Describe types of hazards and risks that may arise in relation to health and safety
Explain how to use systems for identifying hazards and assessing risks
Explain how to monitor, evaluate and report on health and safety
Review written health and safety policy against requirements for own area
Communicate health and safety policy to all people in own area of responsibility
Evaluate systems for identifying and assessing health and safety hazards and risks
Assess working environment against organisation's health and safety policy
Identify and evaluate non-compliance with health and safety policy and practices
Take appropriate action to eliminate or control identified hazards and risks

Analyse requirements, advantages and limitations of different ways of storing and managing information
Assess ways in which information can be used by an organisation
Evaluate implications of data protection requirements for information system design
Identify users, stakeholders and information to be managed within a system
Analyse impact of budgetary constraints on design of an information system
Specify functionality of a system capable of delivering agreed requirements
Specify access and security restrictions meeting design specification
Identify resources needed to implement and operate the system
Evaluate advantages and limitations of proprietary and customised information systems
Evaluate designing in-house versus commissioning from an external source
Justify recommendations based on analysis of cost-effectiveness and functionality

Explain uses of an information system and describe typical interfaces
Analyse implications of system updates and developments to an organisation
Analyse use of stakeholders' feedback on effectiveness of an information system
Evaluate implications of data protection requirements for management of an information system
Develop standard operating procedures for administrative processes
Implement management processes capable of identifying and resolving problems
Analyse users' training needs for an information system
Monitor quality of information against agreed KPIs
Update information systems in line with business and users' needs
Provide training and support in use of information systems
Manage problems minimising disruption to business
Make recommendations for improvements enhancing efficiency

Explain how organisational objectives will be met by an event
Explain flexibilities and constraints of an event's budget
Evaluate use of project management techniques in event management
Analyse how contingency and crisis management models apply to event management
Analyse use of customer relationship management systems to attract attendees
Evaluate application of logistics principles to event management
Identify purpose of event, target attendees and key messages to be communicated
Assess impact of event on organisation and stakeholders
Establish requirements for resources, location, technical facilities, layout, health and safety
Develop event plan specifying objectives, success and evaluation criteria
Manage allocation of resources and respond to changing circumstances
Follow up post-event leads and evaluate effectiveness against agreed criteria

Explain basis for allocating resources and strategies for seamless customer service
Assess suitability of methods to monitor customer service operations
Analyse techniques to identify patterns and trends in customer behaviour
Define the service offer to meet identified customer expectations
Develop plans for sustainable and consistent customer service operations
Develop contingencies addressing identified risks
Specify targets, objectives, KPIs and monitoring arrangements
Allocate resources according to agreed priorities and keep staff informed
Maintain positive working relationships and manage deviations from expected performance
Use feedback from staff and customers to make improvements
Confirm staff understand vision, objectives, roles and procedures
Provide training and support enabling staff to deliver to required standards
Ensure systems to collect performance data are in place
Benchmark performance and identify areas for improvement

Explain the value of measuring quality of customer service
Analyse criteria and factors involved in setting customer service standards
Explain how to construct representative samples and validate information sources
Explain how to set and use customer service performance metrics
Analyse advantages and disadvantages of a range of data analysis methods
Identify features of customer service against which satisfaction can be measured
Select valid and reliable data collection methods
Specify monitoring techniques measuring customer satisfaction
Establish evaluation objectives and KPIs in measurement of customer service
Validate information collected to identify useable data
Use information analysis methods appropriate to the nature of information collected
Develop recommendations addressing identified areas for improvement

Explain how to write a proposal that differentiates the offer from competitors
Describe how to construct a persuasive argument based on quantitative and qualitative evidence
Explain importance of addressing the brief in tender documentation
Explain importance of using house style and legal and ethical issues relating to sales proposals
Explain client procedures for submitting sales proposals
Ensure prospect or customer requirements are addressed in the proposal
Resolve identified issues requiring clarification before proposal is finalised
Identify conditions and constraints to protect organisational interests
Ensure proposal is based on market factors and price reflects value
Gain internal approval before submission and supply within agreed timescale
Obtain feedback from colleagues and customer and evaluate outcome

Describe information about customers' behaviour relevant to sales
Explain nature of competitors' sales activities
Explain relevance of information from external business environment to sales
Describe sources of business information relevant to sales
Describe customer base and explain organisational information storage procedures
Explain procedures for communicating sales-based information to sales team
Obtain information about customers and competitors from a variety of sources
Organise sales information to support effective sales planning
Prioritise internal strengths and weaknesses, external opportunities and threats
Monitor trends and developments impacting on business and sales activities
Identify market developments and their implications for organisational sales plans
Ensure sales information is communicated to those who need it