How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer iCan Qualifications Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and iCan Qualifications Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from iCan Qualifications Limited.
01What it is
This Level 4 NVQ Diploma is for individuals in management roles. It allows candidates to demonstrate competence in areas such as managing team performance, contributing to strategic planning, and optimising technology use within a business environment.
These are the units iCan Qualifications Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with iCan Qualifications Limited. It does the teaching and the mapping. iCan Qualifications Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
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02The units
What each unit actually teaches you to do
Analyse competitor activity Real unit · iCan Qualifications Limited
It teaches you to identify and gather information on competitor activities, including pricing, marketing, and product development strategies. You'll analyse the nature of competitor threats and assess their potential impact on an organisation's market position and profitability.
What you'll be able to do
- Identify the activities of competitors within a given market
- Gather information on competitor strategies and performance
- Determine the nature of the threat posed by competitor activity to an organisation's market position
- Assess the potential impact of competitor actions on an organisation's sales and profitability
Chair and lead meetings Real unit · iCan Qualifications Limited
It teaches you to prepare for, chair, and lead meetings effectively. You'll develop agendas, facilitate discussions, manage time, and handle post-meeting actions to ensure productive and inclusive meetings.
What you'll be able to do
- Prepare effectively to chair and lead meetings, including setting agendas and distributing relevant information
- Chair and lead meetings in an organised and productive manner, ensuring all participants have the opportunity to contribute
- Deal with post-meeting matters, including distributing minutes and following up on action points
Collaborate with other departments Real unit · iCan Qualifications Limited
It teaches you to understand the benefits and challenges of inter-departmental collabouration. You'll identify opportunities for collabouration, communicate effectively with colleagues from other departments, and contribute to joint projects to improve efficiency and innovation.
What you'll be able to do
- Understand the benefits of collaboration between departments
- Understand the potential challenges of collaboration between departments
- Identify opportunities for collaboration with other departments to achieve common goals
- Communicate effectively with colleagues from other departments
- Contribute to collaborative projects and initiatives
Conduct quality audits Real unit · iCan Qualifications Limited
You'll study quality management principles and develop the skills to prepare for and conduct quality audits. The unit includes planning audits, identifying relevant standards, allocating resources, and evaluating compliance to support continuous improvement.
What you'll be able to do
- Understand the principles underpinning the management of quality within an organisation
- Prepare to carry out quality audits effectively, including planning and resource allocation
- Conduct quality audits in accordance with established procedures and standards
Contribute to the design and development of an information system Real unit · iCan Qualifications Limited
You'll understand information system design requirements, including user needs and business objectives. They will contribute to system specifications and recommend development options considering cost, functionality, and development lifecycle stages.
What you'll be able to do
- Understand the design requirements of an information system, including user needs and business objectives
- Understand the different stages involved in the design and development of an information system
- Contribute to the specification of an information system, providing relevant information and insights
- Recommend options for the development of an information system, considering factors such as cost, functionality, and scalability
Contribute to the development of a strategic plan Real unit · iCan Qualifications Limited
You'll study the principles and processes of strategic planning, analysing internal and external factors that influence plan development. The unit teaches you to contribute relevant insights and information to support the creation of strategic plans.
What you'll be able to do
- Understand the principles of strategic planning, including its purpose, processes, and benefits
- Analyse the factors affecting the development of strategic plans, considering internal and external influences
- Make a contribution to a strategic plan, providing relevant information and insights
Contribute to the improvement of business performance Real unit · iCan Qualifications Limited
This unit covers problem-solving methodologies and improvement techniques within a business context. You'll learn to identify business problems, apply structured approaches to resolve them, and contribute to enhancing organisational activities.
What you'll be able to do
- Understand the principles of resolving business problems using appropriate methodologies
- Understand improvement techniques and processes that can be used to enhance business performance
- Solve problems in business by implementing effective solutions
- Contribute to the improvement of activities by identifying areas for development and implementing changes
Design business processes Real unit · iCan Qualifications Limited
You'll understand techniques and tools for business process design and the importance of stakeholder involvement. They will develop new or improved business processes aligned with organisational objectives and evaluate their effectiveness for continuous improvement.
What you'll be able to do
- Understand the various techniques and tools available to support the design and optimisation of business processes.
- Develop new or improved business processes that align with organisational objectives.
- Evaluate the effectiveness of existing and newly developed business processes, identifying areas for further improvement.
Develop and implement an operational plan Real unit · iCan Qualifications Limited
It teaches you to understand operational planning principles and their alignment with strategic objectives. You'll develop, implement, and evaluate operational plans, considering resource constraints to support organisational success.
What you'll be able to do
- Understand the fundamental principles of operational planning and their importance to organisational success
- Develop a comprehensive operational plan, aligned with strategic objectives and resource constraints
- Implement an operational plan, coordinating activities and monitoring performance against targets
- Evaluate the effectiveness of an operational plan, identifying areas of strength and weakness and recommending improvements
Develop and maintain professional networks Real unit · iCan Qualifications Limited
This unit covers the principles of effective professional networking, including communication and ethical behaviour. You'll identify relevant networks for career development and maintain these relationships through consistent and appropriate engagement.
What you'll be able to do
- Understand the principles of effective networking in a professional context
- Identify relevant professional networks for development and career progression
- Maintain professional networks through consistent and appropriate engagement
Develop and manage collaborative relationships with other organisations Real unit · iCan Qualifications Limited
You'll explore the principles of effective collabouration, including communication, trust, and shared goals. The unit covers identifying and developing external collabourative relationships to support mutual benefits between organisations.
What you'll be able to do
- Understand the principles of effective collaboration with other organisations, including communication, trust, and shared goals
- Understand the benefits and challenges of collaborative relationships
- Identify external collaborative relationships that could benefit an organisation
- Develop and maintain collaborative relationships with other organisations, ensuring mutual benefit and effective communication
- Review and improve collaborative relationships to maximise their effectiveness
Develop working relationships with stakeholders Real unit · iCan Qualifications Limited
You'll explore the nature and importance of stakeholder relationships and collabouration. The unit teaches you to identify collabouration opportunities, develop productive working relationships, and evaluate stakeholder engagement to support organisational objectives.
What you'll be able to do
- Understand the nature and importance of working relationships with various stakeholders
- Determine the potential scope for collaboration and partnership with different stakeholders
- Develop and maintain productive working relationships with stakeholders, based on mutual respect and trust
- Evaluate the effectiveness of relationships with stakeholders, identifying areas for improvement
Developing sales proposals Real unit · iCan Qualifications Limited
You'll understand the principles of writing sales proposals, including effective communication and client needs analysis. They will develop, present, and evaluate sales proposals to meet client requirements and organisational objectives.
What you'll be able to do
- Understand the key principles of writing effective sales proposals
- Understand the different components required in a sales proposal
- Develop a sales proposal that meets client requirements
- Present a sales proposal in a professional manner
- Evaluate the effectiveness of a sales proposal against pre-defined criteria
Discipline and grievance management Real unit · iCan Qualifications Limited
You'll understand the legal framework and principles of fairness, consistency, and confidentiality in managing discipline and grievance cases. They will develop skills to investigate cases, apply organisational policies, and seek resolutions acceptable to all parties involved.
What you'll be able to do
- Understand the legal and ethical principles that support the fair and consistent management of discipline and grievance cases
- Manage a disciplinary case, following established procedures and ensuring due process
- Manage a grievance, investigating the complaint and seeking a resolution that is acceptable to all parties
Encourage innovation Real unit · iCan Qualifications Limited
It teaches you to identify opportunities for innovation by analysing current processes or products, generate and test ideas using creative techniques, and implement innovative solutions. You'll learn to monitor the effectiveness of improvements within a specific context.
What you'll be able to do
- Identify opportunities for innovation within a specific context
- Generate ideas for innovation and improvement, using appropriate techniques
- Test ideas for innovation and improvement, evaluating their potential impact
- Implement innovative ideas and improvements, monitoring their effectiveness
Encourage learning and development Real unit · iCan Qualifications Limited
You'll understand the principles of learning and development, including different learning styles and methods. The unit covers supporting individuals' learning needs through coaching or training and evaluating the effectiveness of development activities.
What you'll be able to do
- Understand the principles of learning and development, including different learning styles and methods.
- Support individuals' learning and development through coaching, mentoring, or training.
- Evaluate individuals’ learning and development to determine the effectiveness of learning activities.
Implement and maintain business continuity plans and processes Real unit · iCan Qualifications Limited
This unit equips learners with the skills to plan, implement, and maintain business continuity plans and processes. You'll understand key components, conduct business impact analyses, assess risks, allocate resources, and ensure ongoing plan relevance and effectiveness.
What you'll be able to do
- Plan for the implementation of business continuity plans and processes in line with organisational requirements
- Implement business continuity plans and processes effectively
- Maintain the fitness for purpose of on-going business continuity plans and processes, ensuring they remain relevant and effective
Initiate and implement operational change Real unit · iCan Qualifications Limited
It teaches you to initiate, plan, manage, and evaluate operational change within an organisation. You'll consider stakeholder involvement, communication strategies, resistance management, and legal and ethical considerations to ensure effective change implementation.
What you'll be able to do
- Understand the key considerations and potential challenges involved in implementing operational change within an organisation.
- Plan for operational change, including risk assessment and resource allocation.
- Manage the implementation of operational change, ensuring minimal disruption and maximum benefit.
- Evaluate the effectiveness of implemented operational changes, measuring their impact on performance and efficiency.
Manage Health and Safety in own area of responsibility Real unit · iCan Qualifications Limited
This unit equips learners with knowledge of health and safety legislation and responsibilities within their area of responsibility. You'll assess and minimise risks, review policies, and communicate health and safety information to colleagues.
What you'll be able to do
- Understand responsibilities and liabilities in relation to current health and safety legislation.
- Understand how to assess, monitor and minimise health and safety risks in own area of responsibility, including risk assessment techniques.
- Review health and safety policy in own area of responsibility to ensure it is up-to-date and effective.
- Communicate health and safety policy effectively to colleagues in own area of responsibility.
- Monitor health and safety in own area of responsibility to ensure compliance with policies and procedures.
Manage a budget Real unit · iCan Qualifications Limited
This unit provides knowledge of financial requirements and budgeting processes. You'll develop, manage, and evaluate budgets aligned with project or departmental objectives, monitoring income and expenditure to support financial control.
What you'll be able to do
- Understand how to accurately identify the financial requirements of a specific project or department
- Understand how to set realistic and achievable budgets, taking into account available resources and anticipated expenditure
- Manage a budget effectively, monitoring income and expenditure and taking corrective action when necessary
- Evaluate the use of a budget, assessing whether it has been used efficiently and effectively to achieve its objectives
Manage a project Real unit · iCan Qualifications Limited
You'll study various project management methodologies and their advantages and disadvantages. The unit develops skills in planning, managing, and evaluating projects through defining objectives, resource allocation, monitoring progress, and assessing effectiveness.
What you'll be able to do
- Understand the key principles of project management methodologies.
- Plan a project, including defining objectives, scope, and resources.
- Manage a project, including monitoring progress, managing risks, and controlling costs.
- Evaluate the effectiveness of a project against its objectives and identify areas for improvement.
Manage a tendering process Real unit · iCan Qualifications Limited
This unit covers the development of tender specifications aligned with project objectives, management of tendering exercises, and negotiation of contract awards. You'll evaluate tender submissions and select suitable bidders in compliance with relevant regulations.
What you'll be able to do
- Develop a tender specification that clearly outlines the requirements and objectives of the project
- Define the scope of work, deliverables, and evaluation criteria in the tender specification
- Manage a tendering exercise, ensuring fairness, transparency, and compliance with relevant regulations
- Evaluate tender submissions against the defined criteria and identify the most suitable bidder
- Negotiate the award of contracts with the preferred bidder, ensuring favourable terms and conditions
- Document the tendering process and maintain accurate records of all communications and decisions
Manage business risk Real unit · iCan Qualifications Limited
You'll understand the importance of business risk management, identify common risks, and apply methods to assess their impact and likelihood. They will develop strategies to address and mitigate risks to minimise potential threats to the organisation.
What you'll be able to do
- Understand the management of business risk, including risk identification, assessment, and prioritisation within an organisational context.
- Address business risk, implementing strategies and procedures to minimise the likelihood and impact of potential threats.
- Mitigate business risk, developing contingency plans and recovery strategies to ensure business continuity in the event of adverse events.
Manage conflict within a team Real unit · iCan Qualifications Limited
This unit provides knowledge of conflict management principles and equips learners with skills to reduce and resolve team conflicts. You'll apply proactive communication and appropriate conflict resolution styles to maintain positive team dynamics.
What you'll be able to do
- Understand the principles of conflict management and resolution within a team environment
- Reduce the potential for conflict within a team through proactive communication and team-building activities
- Deal with conflict within a team effectively, using appropriate conflict resolution techniques
Manage customer service operations Real unit · iCan Qualifications Limited
This unit covers the management of customer service operations, including planning, resource allocation, and performance monitoring. You'll learn to manage service delivery, prepare staff, and measure performance aligned with organisational goals.
What you'll be able to do
- Understand the key aspects of managing customer service operations, including resource allocation and performance monitoring.
- Plan customer service operations to meet organisational goals and customer expectations.
- Manage day-to-day customer service operations, ensuring efficiency and effectiveness.
- Prepare staff for the delivery of high-quality customer service through training and development.
- Measure and analyse customer service performance using relevant metrics and feedback mechanisms.
Manage events Real unit · iCan Qualifications Limited
This unit provides knowledge of event management principles, legal and ethical considerations, and event types. You'll develop detailed event plans, allocate resources, manage event execution, and conduct post-event evaluations to ensure successful outcomes.
What you'll be able to do
- Understand the key principles of event management, including legal and ethical considerations
- Manage the planning stages of an event, including resource allocation and risk assessment
- Manage the execution of an event, ensuring smooth operation and participant satisfaction
- Follow up an event, including gathering feedback and evaluating its success against objectives
Manage individuals' development in the workplace Real unit · iCan Qualifications Limited
You'll learn to conduct objective performance appraisals and support individual learning and development. The unit covers identifying development needs, creating learning plans, providing constructive feedback, and considering legal and ethical appraisal requirements.
What you'll be able to do
- Carry out performance appraisals in a fair and objective manner
- Support the learning and development of individual team members to enhance their skills and knowledge
Manage individuals’ performance Real unit · iCan Qualifications Limited
You'll gain knowledge of performance management principles and processes, including addressing underperformance through informal and formal stages. The unit emphasises legal requirements, documentation, and providing constructive feedback to manage individual performance effectively.
What you'll be able to do
- Understand the principles and processes involved in the management of underperformance in the workplace
- Manage individuals' performance in the workplace effectively, addressing both positive performance and areas for improvement
Manage information systems Real unit · iCan Qualifications Limited
You'll gain an understanding of information systems management, including data security, integrity, and availability. The unit covers setting up, documenting, implementing, and managing information system processes to meet organisational needs.
What you'll be able to do
- Understand the principles of information systems management and their importance to organisational success
- Understand the different types of information systems and their applications
- Set up information system processes that meet the organisation's needs
- Document and implement information system processes effectively
- Manage an information system, ensuring its security, reliability, and efficiency
- Monitor and evaluate the performance of the information system, identifying areas for improvement
Manage knowledge in an organisation Real unit · iCan Qualifications Limited
This unit covers the principles of knowledge management and the identification and management of organisational knowledge assets. You'll implement strategies to manage tacit and explicit knowledge, supporting organisational goals and knowledge sharing.
What you'll be able to do
- Understand the fundamental principles of knowledge management within an organisational context
- Identify the specific types of knowledge that need to be managed effectively within an organisation
- Implement strategies and processes to effectively manage knowledge within an organisation
Manage personal and professional development Real unit · iCan Qualifications Limited
You'll identify personal and professional development needs by analysing strengths, weaknesses, and organisational objectives. They will set SMART goals, participate in learning activities, and maintain the relevance of their development plans through reflection and adjustment.
What you'll be able to do
- Identify personal and professional development requirements, aligned with career goals and organisational objectives
- Fulfil a personal and professional development plan, actively participating in learning activities and seeking opportunities for growth
- Maintain the relevance of a personal and professional development plan, regularly reviewing progress and making adjustments as needed
Manage physical resources Real unit · iCan Qualifications Limited
It teaches you to identify physical resource needs within a work environment, obtain resources following organisational procedures, and manage their use effectively to ensure availability and efficient utilisation.
What you'll be able to do
- Identify the need for physical resources within a specific work environment
- Obtain physical resources in line with organisational policies and procedures
- Manage the use of physical resources effectively and efficiently
Manage product and/or service development Real unit · iCan Qualifications Limited
You'll understand and manage the development of new or improved products and services. The unit covers identifying needs through market research, defining requirements, managing development stages, and overseeing successful product or service launches.
What you'll be able to do
- Understand the key stages involved in the development of new or improved products and/or services
- Understand the factors that contribute to the successful development of new or improved products and/or services
- Establish the need for new or improved products and/or services through market research and analysis
- Define the specific requirements and objectives for new or improved products and/or services
- Manage the development process, ensuring it aligns with the defined requirements and objectives
- Monitor and evaluate the progress of the development process, making adjustments as necessary
Manage redundancy and redeployment Real unit · iCan Qualifications Limited
You'll understand redundancy and redeployment processes, including legal requirements and organisational policies. They will develop skills to manage redundancy fairly and consistently and support staff through redeployment opportunities.
What you'll be able to do
- Understand the management of redundancy processes and legal requirements
- Understand the principles of redeployment and its impact on staff
- Manage a redundancy situation in a fair and consistent manner
- Manage the redeployment of staff, providing appropriate support and guidance
Manage team performance Real unit · iCan Qualifications Limited
This unit provides an understanding of managing team performance, including allocating work based on skills, assuring quality, and managing team communications. You'll apply principles and methods to enhance team effectiveness and achieve objectives.
What you'll be able to do
- Understand the principles and methods involved in the management of team performance
- Allocate work effectively to team members and assure the quality of completed work
- Manage communications effectively within a team
Manage the impact of work activities on the environment Real unit · iCan Qualifications Limited
You'll understand environmentally-friendly working practices, relevant legislation, and individual roles in promoting sustainability. They will develop plans to organise work activities and manage resource use to minimise environmental impact within an organisation.
What you'll be able to do
- Understand how to support environmentally-friendly working practices within an organisation
- Organise work activities in a way that minimises their negative impact on the environment
- Manage the environmental impact of resource utilisation, promoting sustainable practices and reducing waste
Negotiate in a business environment Real unit · iCan Qualifications Limited
You'll develop skills and knowledge to negotiate effectively in a business environment. The unit covers negotiation principles, preparation, setting objectives, gathering information, and applying communication techniques to achieve successful outcomes.
What you'll be able to do
- Understand the core principles that underpin successful negotiation in a business context
- Prepare thoroughly for business negotiations, including defining objectives and strategies
- Carry out business negotiations effectively, using appropriate communication and interpersonal skills
Optimise the use of technology Real unit · iCan Qualifications Limited
This unit focuses on the principles of optimising technology use within an organisation. You'll scope technological applications, identify opportunities for improvement, implement optimisation strategies, and manage technology to enhance efficiency and reduce costs.
What you'll be able to do
- Understand the principles underpinning the optimisation of technology, including its potential benefits and limitations
- Scope the use of technology to identify opportunities for improvement and innovation
- Optimise the use of technological solutions to enhance efficiency, productivity, and customer experience
- Manage the use of technology, ensuring its effective implementation and ongoing maintenance
Prepare for and support quality audits Real unit · iCan Qualifications Limited
You'll understand quality management principles and the purpose of quality audits. They will develop skills to prepare for audits by gathering relevant documentation and support auditors by providing assistance and addressing audit requirements.
What you'll be able to do
- Understand the principles underpinning the management of quality within an organisation
- Prepare for quality audits by gathering relevant documentation and information
- Support quality audits by providing assistance to auditors and addressing any concerns raised
Prioritising information for sales planning Real unit · iCan Qualifications Limited
You'll understand various sources and types of information that support sales planning. The unit covers conducting business audits of internal and external sales environments and using information to inform and prioritise sales planning activities.
What you'll be able to do
- Understand the various sources of information that can support sales activities
- Understand the different types of information that are relevant to sales planning
- Understand how internal information can be used to support sales efforts
- Identify and analyse internal information sources relevant to sales
- Carry out a business audit of the internal and external sales environment to identify strengths, weaknesses, opportunities, and threats
- Use sales information to support the sales planning function, including forecasting, target setting, and resource allocation
Procure products and/or services Real unit · iCan Qualifications Limited
You'll learn to identify procurement requirements based on organisational needs, select appropriate suppliers, and purchase products or services in line with specified quality standards and organisational procedures.
What you'll be able to do
- Identify procurement requirements based on organisational needs
- Select suppliers based on pre-determined criteria such as cost, quality and reliability
- Buy products and/or services in accordance with organisational procedures and budget constraints
Promote equality, diversity and inclusion in the workplace Real unit · iCan Qualifications Limited
You'll gain knowledge of organisational policies, legal requirements, and personal responsibilities relating to equality, diversity, and inclusion in the workplace. They will develop skills to support colleagues in promoting inclusive practices and challenging discriminatory behaviour.
What you'll be able to do
- Understand the organisational policies and procedures relating to equality, diversity and inclusion in the workplace
- Understand the legal requirements relating to equality, diversity and inclusion in the workplace
- Understand the personal responsibilities in promoting equality, diversity and inclusion in the workplace
- Support colleagues in promoting equality, diversity and inclusion in the workplace
- Challenge discriminatory behaviour in the workplace
Provide leadership and management Real unit · iCan Qualifications Limited
This unit covers fundamental principles of leadership and management, including integrity and accountability, and explores various leadership styles. You'll learn to engage stakeholders, inspire colleagues, and deliver results through effective goal setting and delegation.
What you'll be able to do
- Understand the fundamental principles that underpin effective leadership and management
- Understand different leadership styles and their impact on team performance
- Engage and inspire stakeholders and colleagues through clear communication and motivation
- Build and maintain positive working relationships with stakeholders and colleagues
- Deliver results by setting clear goals, delegating tasks effectively, and monitoring progress
- Manage performance and provide constructive feedback to team members
Recruitment, selection and induction practice Real unit · iCan Qualifications Limited
This unit covers the principles and practices of recruitment, selection, and induction. You'll develop job descriptions, recruit and select suitable candidates, and conduct inductions while adhering to legal and ethical considerations.
What you'll be able to do
- Understand the key principles and established theories that underpin effective recruitment, selection, and induction practices
- Recruit suitable individuals into an organisation, adhering to legal and ethical guidelines
- Select the most appropriate candidates for specific roles within an organisation, using fair and objective assessment methods
- Induct new employees into an organisation, ensuring they are equipped with the necessary information and support to succeed
Resolve customers’ complaints Real unit · iCan Qualifications Limited
This unit covers effective complaint handling procedures and the resolution of customer complaints. You'll understand the importance of monitoring complaints, communicate professionally with customers, and apply techniques to resolve issues promptly and maintain organisational reputation.
What you'll be able to do
- Understand the importance of monitoring and resolving customers’ complaints effectively
- Deal with customers’ complaints in a professional and timely manner
Resolve customers’ problems Real unit · iCan Qualifications Limited
It teaches you to monitor and resolve customer problems effectively. You'll understand the importance of complaint monitoring, apply problem-solving techniques, escalate complex issues appropriately, and ensure satisfactory resolution.
What you'll be able to do
- Understand the importance of monitoring customer problems and complaints
- Understand the processes involved in resolving customer problems effectively
- Deal with customers' problems in a professional and empathetic manner
- Apply problem-solving techniques to resolve customer issues efficiently
- Escalate complex customer problems to the appropriate personnel or department
- Monitor the resolution of customer problems to ensure customer satisfaction
Review the quality of customer service Real unit · iCan Qualifications Limited
This unit focuses on reviewing the quality of customer service by understanding measurement methods and planning evaluations using key performance indicators. You'll assess service quality data to identify areas for improvement within an organisation.
What you'll be able to do
- Understand the importance of regularly reviewing the quality of customer service
- Understand the different methods used to measure customer service quality
- Plan the measurement of customer service, including identifying key performance indicators (KPIs)
- Evaluate the quality of customer service based on collected data and feedback
- Identify areas for improvement in customer service delivery
- Recommend actions to improve the quality of customer service
Support remote or virtual teams Real unit · iCan Qualifications Limited
You'll assess the specific communication and technological support needs of remote or virtual teams. The unit develops skills to provide appropriate resources and assistance to facilitate effective team performance and collabouration.
What you'll be able to do
- Assess the support needed by remote or virtual teams in order to identify their specific requirements
- Support remote or virtual teams by providing appropriate resources and assistance
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Assist in Communicating IT Business Process Design
- Standard
Build and sustain collaborative relationships with other organisations
- Standard
Build and sustain collaborative relationships with other organisations
- Standard
Business Process Design and Improvement
- Standard
Change Job Roles and Handle Redundancy
- Standard
Communicate design and improvement information for IT enabled business processes
- Standard
Contribute to the strategic policies of care services
- Standard
Develop and maintain your professional connections
- Standard
Develop and sustain collaborative relationships with departments and other organisations
- Standard
Develop and sustain working relationships with colleagues and stakeholders
- Standard
Develop and use professional networks in the creative industries
- Standard
Develop knowledge and communicate information
- Standard
Develop productive working relationships with colleagues and stakeholders
- Standard
Encourage innovation in your area of responsibility
- Standard
Facilitate the implementation of systems to meet health information needs
- Standard
Investment
- Standard
Lead and participate in meetings involving volunteers
- Standard
Manage Information Security Risk Assessment and Management Activities
Showing 18 of 28 standards these units map to.
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 2 records
- 3 records
- 1 record
- 1 record
- 2 records
- 1 record
Showing 6 roles, drawn from 81 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Information Management Manager
This work can lead to roles such as Chief Knowledge Officer or Chief Information Officer, or into organisational learning and development.
See the whole journey05The credits
The credits, and who awards them
Level 4 credits are regulated, and they are awarded by iCan Qualifications Limited rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Analyse competitor activityChair and lead meetingsCollaborate with other departmentsConduct quality auditsContribute to the design and development of an information systemContribute to the development of a strategic planContribute to the improvement of business performanceDesign business processes
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Discipline and grievance management”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Discipline and grievance management” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Developing sales proposals” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Contribute to the development of a strategic plan” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “Conduct quality audits” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
iCQ Level 4 NVQ Diploma in Management
- Assist in Communicating IT Business Process Design
- Build and sustain collaborative relationships with other organisations
- Business Process Design and Improvement
- Change Job Roles and Handle Redundancy
- Communicate design and improvement information for IT enabled business processes
- Contribute to the strategic policies of care services
- Develop and maintain your professional connections
- Develop and sustain collaborative relationships with departments and other organisations
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Analyse competitor activity, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
This unit enables learners to identify and gather information on competitor activities, including pricing, marketing, and product development strategies. Learners will analyse the nature of competitor threats and assess their potential impact on an organisation's market position and profitability.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for iCQ Level 4 NVQ Diploma in Management
48 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Analyse competitor activity
- Chair and lead meetings
- Collaborate with other departments
- Conduct quality audits
- Contribute to the design and development of an information system
- Contribute to the development of a strategic plan
and 42 more in the full unit list below.
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The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.