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 Chartered Management Institute has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Chartered Management Institute awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Chartered Management Institute.
01What it is
The CMI Level 4 NVQ Diploma in Management is an occupational qualification suited for those in business management roles. It covers areas such as managing team performance, supporting remote teams, and designing business processes.
These are the units Chartered Management Institute 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 Chartered Management Institute. It does the teaching and the mapping. Chartered Management Institute 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.
No card · Nothing to commit to
02The units
What each unit actually teaches you to do
Analyse competitor activity Real unit · Chartered Management Institute
You'll develop the ability to identify competitor activity through market research and analysis of various sources. The unit enables assessment of the threat posed by competitors to inform strategic decision-making.
What you'll be able to do
- Identify competitor activity through market research and analysis
- Determine the nature of the threat posed by competitor activity to the organisation's market position and profitability
Chair and lead meetings Real unit · Chartered Management Institute
You'll learn to prepare for, chair, and lead meetings effectively. The unit covers setting objectives, creating agendas, facilitating discussions, managing time, ensuring decisions, and handling post-meeting actions.
What you'll be able to do
- Prepare to lead meetings by setting objectives, creating agendas, and distributing relevant materials
- Chair and lead meetings effectively, facilitating discussion, managing time, and ensuring that decisions are made and actions are agreed
- Deal with post-meeting matters by documenting outcomes, distributing minutes, and following up on action items
Collaborate with other departments Real unit · Chartered Management Institute
This unit explores the benefits and challenges of cross-departmental collabouration. You'll identify opportunities for collabouration, apply effective communication, and work collabouratively to improve organisational efficiency and outcomes.
What you'll be able to do
- Understand how to collaborate with other departments within an organisation, including the benefits and challenges of cross-functional teamwork
- Identify opportunities for collaboration with other departments to improve efficiency, innovation, and customer satisfaction
- Collaborate with other departments effectively, using appropriate communication and problem-solving skills to achieve shared goals
Conduct quality audits Real unit · Chartered Management Institute
You'll understand the principles of quality management, including continuous improvement and quality standards. It teaches you to prepare for, conduct, and document quality audits to support organisational performance and compliance.
What you'll be able to do
- Understand the principles underpinning the management of quality within an organisation
- Understand the purpose and scope of quality audits
- Understand the roles and responsibilities of auditors and auditees
- Prepare to carry out quality audits by gathering relevant documentation and information
- Develop an audit plan and schedule
- Conduct quality audits in a professional and objective manner
- Gather evidence and document findings accurately
- Communicate audit results effectively to relevant stakeholders
Contribute to the design and development of an information system Real unit · Chartered Management Institute
You'll understand information system design requirements and contribute to system specifications by providing input on features and usability. The unit also covers recommending development options considering user needs and technical constraints.
What you'll be able to do
- Understand information system design requirements, including user needs, functional specifications, and technical constraints.
- Contribute to the specification of an information system, providing input on features, functionality, and usability.
- Recommend options for the development of an information system, considering factors such as cost, scalability, and security.
Contribute to the development of a strategic plan Real unit · Chartered Management Institute
This unit provides knowledge of strategic planning principles and key elements such as vision, mission, and objectives. You'll analyse internal and external factors affecting strategic plans and contribute collabouratively to their development.
What you'll be able to do
- Understand the fundamental principles of strategic planning and its importance to organisational success
- Analyse the internal and external factors that can affect the development and implementation of strategic plans
- Make a valuable contribution to the development of a strategic plan, working effectively with colleagues and stakeholders
Contribute to the improvement of business performance Real unit · Chartered Management Institute
You'll understand principles of business problem identification and analysis, and improvement techniques. The unit develops skills to solve problems, contribute to business improvements, and evaluate the effectiveness of implemented changes.
What you'll be able to do
- Understand the principles of identifying and resolving business problems
- Understand a range of improvement techniques and processes that can be used to enhance business performance
- Solve problems in a business context using appropriate problem-solving techniques
- Contribute to the improvement of activities within a business environment
- Evaluate the effectiveness of implemented improvements
Design business processes Real unit · Chartered Management Institute
You'll develop knowledge of business process design techniques and tools, including process mapping and flowcharting. The unit covers developing and evaluating business processes aligned with organisational objectives and stakeholder needs.
What you'll be able to do
- Understand the various techniques and tools that can be used to support the design of effective business processes.
- Develop new business processes or improve existing ones, taking into account organisational needs and objectives.
- Evaluate the effectiveness of business processes, measuring their performance against key performance indicators and identifying areas for optimisation.
Develop and implement an operational plan Real unit · Chartered Management Institute
You'll understand operational planning principles and their relationship to strategic planning. The unit teaches you to develop, implement, and evaluate operational plans, allocate resources, and coordinate activities effectively.
What you'll be able to do
- Understand the fundamental principles that underpin effective operational planning within an organisation
- Develop a comprehensive operational plan that aligns with the organisation's strategic objectives
- Implement an operational plan, ensuring resources are effectively allocated and activities are coordinated
- Evaluate the effectiveness of an operational plan against pre-defined key performance indicators and organisational goals
Develop and maintain professional networks Real unit · Chartered Management Institute
This unit covers the principles of effective professional networking, including building rapport and trust. You'll identify relevant networks aligned with career and organisational goals and maintain these relationships for ongoing development.
What you'll be able to do
- Understand the principles of effective networking, including building rapport, establishing trust, and maintaining relationships.
- Identify professional networks for development that align with career goals and organisational objectives.
- Maintain professional networks through regular communication, active participation, and mutual support.
Develop and manage collaborative relationships with other organisations Real unit · Chartered Management Institute
You'll understand the principles and benefits of collabouration with other organisations, including communication and challenge management. The unit develops skills to identify, develop, and maintain collabourative relationships aligned with organisational objectives.
What you'll be able to do
- Understand the principles of effective collaboration with other organisations, including benefits and potential challenges
- Identify external collaborative relationships to be developed in line with organisational objectives
- Collaborate with other organisations to achieve mutually beneficial outcomes
Develop working relationships with stakeholders Real unit · Chartered Management Institute
This unit covers the development of effective working relationships with stakeholders by exploring their types, the scope for collabouration, and the impact of these relationships on organisational performance. You'll gain skills to establish, maintain, and evaluate productive stakeholder engagements.
What you'll be able to do
- Understand the importance of effective working relationships with stakeholders in achieving organisational goals
- Determine the scope for collaboration with stakeholders, identifying mutual benefits and opportunities
- Develop productive working relationships with stakeholders, based on trust, communication, and respect
- Evaluate relationships with stakeholders, identifying areas for improvement and ensuring ongoing value
Developing sales proposals Real unit · Chartered Management Institute
This unit covers the purpose, structure, and persuasive elements of sales proposals. You'll research client needs, develop tailored proposals, and evaluate their effectiveness in communicating value propositions.
What you'll be able to do
- Understand how to write clear, concise, and persuasive sales proposals that meet the needs of potential clients
- Develop compelling sales proposals that effectively communicate the value proposition of a product or service
- Evaluate the effectiveness of a sales proposal in terms of its clarity, persuasiveness, and potential to secure a sale
Discipline and grievance management Real unit · Chartered Management Institute
This unit provides learners with an understanding of fair and consistent discipline and grievance management. You'll be able to manage disciplinary cases and grievances in line with organisational procedures and legal requirements.
What you'll be able to do
- Understand the principles supporting the fair and consistent management of discipline and grievance cases
- Manage a disciplinary case, following organisational procedures and legal requirements
- Manage a grievance, addressing concerns and seeking resolution
Encourage innovation Real unit · Chartered Management Institute
It teaches you to identify innovation opportunities, generate and test ideas, and implement improvements. You'll evaluate the impact of innovations to support organisational development and continuous improvement.
What you'll be able to do
- Identify opportunities for innovation within a specific context or organisation
- Generate ideas for innovation and improvement using appropriate techniques
- Test the feasibility and potential impact of ideas for innovation
- Implement innovative ideas and improvements effectively
- Evaluate the outcomes of implemented innovations and improvements
Encourage learning and development Real unit · Chartered Management Institute
This unit provides knowledge of learning and development principles, including learning styles and theories. You'll support individual development through guidance and resources and evaluate the effectiveness of learning activities.
What you'll be able to do
- Understand the principles of learning and development, including different learning styles, theories, and best practices.
- Support individuals' learning and development by providing guidance, resources, and opportunities for growth.
- Evaluate individuals’ learning and development to measure progress, identify areas for improvement, and ensure effectiveness.
Implement and maintain business continuity plans and processes Real unit · Chartered Management Institute
You'll learn to plan, implement, and maintain business continuity plans by identifying risks and involving stakeholders. The unit emphasises regular review and testing to ensure ongoing effectiveness of continuity processes.
What you'll be able to do
- Plan for the implementation of business continuity plans and processes, considering potential risks and disruptions
- Implement business continuity plans and processes effectively, ensuring minimal disruption to operations
- Maintain the fitness for purpose of on-going business continuity plans and processes through regular review, testing, and updates
Initiate and implement operational change Real unit · Chartered Management Institute
You'll develop knowledge and skills to initiate, plan, manage, and evaluate operational change. The unit emphasises stakeholder engagement, overcoming barriers, managing organisational culture, and minimising disruption during change implementation.
What you'll be able to do
- Understand the key considerations for the successful implementation of operational change within an organisation
- Plan for operational change, taking into account resources, timescales, and potential risks
- Manage operational change effectively, ensuring minimal disruption and maximum benefit
- Evaluate the effectiveness of operational change against pre-defined objectives and performance indicators
Manage Health and Safety in own area of responsibility Real unit · Chartered Management Institute
This unit covers the legal responsibilities and liabilities related to health and safety within a learner's own area of responsibility. You'll learn to assess, monitor, and minimise risks, review health and safety policies, and communicate effectively to maintain a safe working environment.
What you'll be able to do
- Understand the legal responsibilities and liabilities of employers and employees in relation to health and safety legislation
- Understand the key provisions of relevant health and safety regulations and standards
- Understand how to assess health and safety risks in own area of responsibility
- Understand how to monitor health and safety risks in own area of responsibility
- Understand how to minimise health and safety risks in own area of responsibility
- 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 all relevant stakeholders in own area of responsibility
- Monitor health and safety performance in own area of responsibility and identify areas for improvement
Manage a budget Real unit · Chartered Management Institute
This unit provides knowledge of budgeting purposes, types, and components within organisations. You'll identify financial requirements, set and manage budgets, monitor expenditure, and evaluate budgetary performance.
What you'll be able to do
- Understand how to identify the financial requirements of a specific project or department within an organisation
- Understand how to set realistic and achievable budgets, taking into account potential risks and opportunities
- Manage a budget effectively, monitoring expenditure and ensuring adherence to financial guidelines
- Evaluate the use of a budget, identifying variances and recommending corrective actions to improve financial performance
Manage a project Real unit · Chartered Management Institute
You'll gain knowledge of project management principles, including lifecycle phases, roles, and risk management. The unit enables planning, managing, and evaluating projects to achieve objectives while monitoring progress and communicating with stakeholders.
What you'll be able to do
- Understand the management of a project, including project lifecycles, roles and responsibilities, and risk management
- Plan a project, including defining project scope, setting objectives, developing a project schedule, and allocating resources
- Manage a project, including monitoring progress, managing risks, resolving issues, and communicating with stakeholders
- Evaluate the effectiveness of a project in terms of achieving its objectives, meeting stakeholder expectations, and delivering benefits
Manage a tendering process Real unit · Chartered Management Institute
It teaches you to develop clear tender specifications, manage tendering exercises, and negotiate contract awards. You'll ensure fairness, compliance, and value for the organisation throughout the tendering process.
What you'll be able to do
- Develop a tender specification that clearly outlines the requirements and expectations for potential bidders.
- Manage a tendering exercise, ensuring fairness, transparency, and compliance with relevant regulations.
- Negotiate the award of contracts, securing the best value and terms for the organisation.
Manage business risk Real unit · Chartered Management Institute
This unit covers business risk management principles, including identification, assessment, and mitigation strategies. You'll develop the ability to address and reduce risks proactively to support organisational resilience.
What you'll be able to do
- Understand the key principles of business risk management and its importance to organisational resilience
- Address identified business risks through appropriate strategies and actions
- Mitigate business risks by implementing effective control measures and contingency plans
Manage conflict within a team Real unit · Chartered Management Institute
You'll understand conflict management principles and their application within teams. The unit develops skills to reduce conflict potential through preventative strategies and to resolve conflicts effectively using appropriate techniques.
What you'll be able to do
- Understand the principles of conflict management and their application in a team environment
- Reduce the potential for conflict within a team by implementing preventative strategies
- Deal with conflict within a team effectively, using appropriate resolution techniques
Manage customer service operations Real unit · Chartered Management Institute
You'll gain an understanding of managing customer service operations, including resource allocation, process optimisation, and performance monitoring. The unit covers planning and managing operations to ensure effective service delivery and staff preparedness.
What you'll be able to do
- Understand the management of customer service operations, including resource allocation, process optimisation, and performance monitoring
- Plan customer service operations, including setting objectives, defining service standards, and developing operational procedures
- Manage customer service operations, including supervising staff, resolving issues, and ensuring service delivery meets required standards
- Prepare staff for the delivery of customer service, including providing training, coaching, and performance feedback
- Measure customer service performance against set targets and benchmarks, and identify areas for improvement
Manage events Real unit · Chartered Management Institute
You'll explore event management principles including planning, budgeting, logistics, and risk management. The unit teaches you to plan, manage, and follow up events to ensure successful execution and evaluation.
What you'll be able to do
- Understand the key principles of event management, including planning, budgeting, and logistics
- Manage the planning phase of an event, ensuring all aspects are considered and addressed
- Manage an event effectively, ensuring smooth operation and positive outcomes
- Follow up after an event, evaluating its success and identifying areas for improvement
Manage individuals' development in the workplace Real unit · Chartered Management Institute
It teaches you to conduct performance appraisals in line with organisational policies and support individual learning and development. You'll prepare for and carry out appraisals fairly and objectively to align team members' development with organisational goals.
What you'll be able to do
- Carry out performance appraisals in accordance with organisational policies and procedures
- Support the learning and development of individual team members to meet their needs and organisational objectives
Manage individuals’ performance Real unit · Chartered Management Institute
This unit provides knowledge of managing underperformance in the workplace, including causes and procedures. You'll learn to manage individuals' performance through feedback, coaching, and support to achieve desired outcomes.
What you'll be able to do
- Understand the principles and procedures for managing underperformance in the workplace, including identifying causes and implementing improvement plans
- Manage individuals' performance in the workplace, providing feedback, coaching, and support to achieve desired outcomes
Manage information systems Real unit · Chartered Management Institute
This unit provides understanding of information system management principles, types, and applications. You'll set up and manage information system processes, ensuring data security and effective system operation within organisations.
What you'll be able to do
- Understand the key principles of managing information systems within an organisation
- Understand the different types of information systems and their applications
- Understand the importance of data security and integrity in information systems
- Set up processes for the effective management of information systems
- Implement procedures for data collection, storage, and retrieval
- Manage an information system to meet organisational needs
- Monitor and evaluate the performance of an information system
- Identify and address any issues or risks associated with the information system
Manage knowledge in an organisation Real unit · Chartered Management Institute
You'll explore knowledge management principles, strategies, and techniques, including the role of technology. The unit enables identification, assessment, and management of organisational knowledge assets to support objectives.
What you'll be able to do
- Understand the fundamental principles of knowledge management and its importance to organisations
- Understand different knowledge management strategies and techniques
- Understand the role of technology in knowledge management
- Identify the types of knowledge that need to be managed within an organisation
- Assess the value and relevance of different knowledge assets
- Manage knowledge effectively within an organisation
- Implement processes for knowledge capture, sharing, and dissemination
- Evaluate the effectiveness of knowledge management initiatives
Manage personal and professional development Real unit · Chartered Management Institute
You'll identify personal and professional development needs through self-assessment and feedback, align these with organisational goals, and implement and maintain a development plan through relevant learning activities.
What you'll be able to do
- Identify personal and professional development requirements based on self-assessment, feedback, and organisational objectives
- Fulfil a personal and professional development plan by undertaking relevant learning activities and applying new skills and knowledge
- Maintain the relevance of a personal and professional development plan by regularly reviewing progress and updating objectives as needed
Manage physical resources Real unit · Chartered Management Institute
You'll identify physical resource requirements, assess availability, and apply procurement processes. The unit develops skills to manage physical resources efficiently, ensuring value for money and responsible utilisation.
What you'll be able to do
- Identify the need for physical resources required to support specific business operations or projects
- Obtain physical resources through appropriate procurement processes, ensuring value for money and compliance with organisational policies
- Manage the use of physical resources effectively, ensuring they are maintained, utilised efficiently, and disposed of responsibly
Manage product and/or service development Real unit · Chartered Management Institute
This unit provides knowledge of the stages and approaches involved in developing new or improved products and services. You'll establish the need for development through market research and manage the process from concept to launch effectively.
What you'll be able to do
- Understand the processes involved in the 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
- Manage the development of new or improved products and/or services, from concept to launch
Manage redundancy and redeployment Real unit · Chartered Management Institute
This unit covers the principles and legal requirements of managing redundancy and redeployment. You'll be able to manage these processes fairly and transparently, ensuring effective communication and compliance with organisational policies.
What you'll be able to do
- Understand the key principles of managing redundancy within an organisation
- Understand the legal and ethical requirements relating to redundancy
- Understand the principles and processes involved in redeployment
- Manage a redundancy process in line with organisational policy and legal requirements
- Manage the redeployment of staff, ensuring minimal disruption and maintaining morale
Manage team performance Real unit · Chartered Management Institute
It teaches you to manage team performance by allocating work, assuring quality, and managing communication. You'll understand motivation, engagement, and methods for monitoring and reviewing team performance effectively.
What you'll be able to do
- Understand the principles and methods involved in the effective management of team performance
- Allocate work effectively to team members and assure the quality of completed tasks
- Manage communications effectively within a team, ensuring clear and consistent messaging
Manage the impact of work activities on the environment Real unit · Chartered Management Institute
You'll understand environmentally-friendly working practices and how to organise work to minimise environmental impact. The unit covers waste reduction, energy conservation, pollution prevention, and compliance with environmental regulations.
What you'll be able to do
- Understand how to support environmentally-friendly working practices within the organisation.
- Organise work activities to minimise the impact on the environment, considering factors such as waste reduction, energy conservation, and pollution prevention.
- Manage the environmental impact of the use of resources, promoting sustainable consumption and responsible disposal.
Negotiate in a business environment Real unit · Chartered Management Institute
This unit covers the principles underpinning negotiation, including styles, strategies, and ethical considerations. You'll learn to prepare for business negotiations by gathering information and setting objectives, and to conduct negotiations effectively within a business environment.
What you'll be able to do
- Understand the principles underpinning negotiation, including different negotiation styles and strategies
- Prepare for business negotiations by gathering information, setting objectives, and planning tactics
- Carry out business negotiations effectively, using appropriate communication and interpersonal skills to achieve desired outcomes
Optimise the use of technology Real unit · Chartered Management Institute
You'll understand the principles of technology optimisation and its benefits and risks for organisations. The unit develops skills to scope, optimise, and manage technological solutions to address specific business challenges effectively.
What you'll be able to do
- Understand the core principles that underpin the optimisation of technology within an organisation.
- Scope the potential use of technology to address specific business challenges and opportunities.
- Optimise the use of technological solutions to improve efficiency, productivity, and overall business performance.
- Manage the implementation and ongoing use of technology, ensuring it aligns with the organisation's strategic objectives and delivers tangible benefits.
Prepare for and support quality audits Real unit · Chartered Management Institute
You'll understand quality management principles and systems, and the purpose and scope of quality audits. The unit develops skills to prepare for and support audits, including understanding auditor roles and contributing to audit processes.
What you'll be able to do
- Understand the principles underpinning the management of quality within an organisation
- Understand the purpose and scope of quality audits
- Understand the roles and responsibilities of auditors and auditees
- Prepare for quality audits by gathering relevant documentation and information
- Develop an audit plan and schedule
- Support quality audits by providing information and assistance to auditors
- Address any issues or concerns raised during the audit process
- Implement corrective actions based on audit findings
Prioritising information for sales planning Real unit · Chartered Management Institute
You'll understand internal and external information sources supporting sales planning, including market research and customer data. The unit develops skills to conduct business audits and use sales information to prioritise activities and improve performance.
What you'll be able to do
- Understand sources and types of information that support sales, including market research, competitor analysis, and customer data
- Understand internal information that supports sales, including sales performance data, customer relationship management (CRM) data, and marketing campaign results
- Carry out a business audit of the internal and external sales environment, identifying strengths, weaknesses, opportunities, and threats (SWOT analysis)
- Use sales information to support the sales planning function, including setting sales targets, developing sales strategies, and allocating resources
Procure products and/or services Real unit · Chartered Management Institute
It teaches you to identify procurement requirements, select suppliers based on criteria, and purchase products or services in line with organisational policies. You'll ensure adherence to procedures and secure value through effective procurement.
What you'll be able to do
- Identify procurement requirements in line with organisational policies and procedures
- Select suppliers based on pre-determined criteria and organisational needs
- Buy products and/or services in accordance with agreed terms and conditions
Promote equality, diversity and inclusion in the workplace Real unit · Chartered Management Institute
This unit covers organisational policies, legal requirements, and ethical considerations related to equality, diversity, and inclusion. You'll understand personal and organisational responsibilities and support inclusive practices in the workplace.
What you'll be able to do
- Understand the organisational policies and procedures related to equality, diversity and inclusion in the workplace
- Understand the legal requirements and ethical considerations related to equality, diversity and inclusion
- Understand the personal impact of equality, diversity and inclusion on individuals and teams
- Understand different perspectives and experiences related to equality, diversity and inclusion
- Support equality, diversity and inclusion in the workplace through own actions and behaviour
- Promote equality, diversity and inclusion by challenging discriminatory behaviour and practices
Provide leadership and management Real unit · Chartered Management Institute
This unit provides understanding of leadership and management principles such as motivation, communication, and delegation. You'll learn to engage stakeholders, inspire teams, manage performance, and resolve conflicts to deliver results.
What you'll be able to do
- Understand the principles supporting leadership and management, including motivation, communication, delegation, and conflict resolution
- Engage and inspire stakeholders and colleagues through effective communication, collaboration, and relationship building
- Deliver results by setting clear objectives, managing performance, and providing support and guidance to team members
Recruitment, selection and induction practice Real unit · Chartered Management Institute
This unit covers recruitment, selection, and induction principles and relevant employment legislation. You'll learn to recruit suitable candidates, select appropriate individuals fairly, and effectively induct new employees into an organisation.
What you'll be able to do
- Understand the principles and theories underpinning effective recruitment, selection, and induction practices
- Recruit people into an organisation, attracting suitable candidates and promoting the organisation's values
- Select appropriate people for a role, using fair and objective assessment methods
- Induct new employees into an organisation, ensuring they are equipped with the knowledge and skills to succeed
Resolve customers’ complaints Real unit · Chartered Management Institute
This unit covers the monitoring and resolution of customer complaints, highlighting their importance for satisfaction and reputation. You'll learn to manage complaints professionally, following organisational procedures and analysing complaint data.
What you'll be able to do
- Understand the processes involved in monitoring and resolving customers’ complaints effectively
- Deal with customers’ complaints in a professional and timely manner, adhering to organisational guidelines
Resolve customers’ problems Real unit · Chartered Management Institute
You'll gain understanding of monitoring and resolving customer problems, including gathering information and following procedures. It develops skills to deal with customer issues professionally to support business improvement and customer satisfaction.
What you'll be able to do
- Understand the importance of monitoring customer problems and complaints
- Understand the procedures for resolving customer problems effectively
- Understand the importance of escalating customer problems when necessary
- Deal with customer problems in a professional and timely manner
- Resolve customer problems to their satisfaction where possible
- Record and report customer problems accurately
Review the quality of customer service Real unit · Chartered Management Institute
You'll understand how to review customer service quality in relation to organisational objectives and customer expectations. The unit enables planning for measurement and evaluation of customer service to assess its impact on satisfaction and loyalty.
What you'll be able to do
- Understand how to review the quality of customer service in relation to organisational objectives and customer expectations
- Plan the measurement of customer service, including identifying appropriate metrics and data collection methods
- Evaluate the quality of customer service based on collected data and feedback, and identify areas for improvement
Support remote or virtual teams Real unit · Chartered Management Institute
You'll assess and support the needs of remote or virtual teams, addressing technological requirements and promoting team cohesion. The unit covers strategies to overcome challenges and provide individual and collective support in remote working contexts.
What you'll be able to do
- Assess the specific support needed by remote or virtual teams to ensure their effectiveness and well-being
- Provide appropriate support to remote or virtual teams, addressing their individual and collective needs
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
Business Process Design and Improvement
- Standard
Change Job Roles and Handle Redundancy
- Standard
Contribute to information security architecture activities
- Standard
Develop and sustain collaborative relationships with departments and other organisations
- Standard
Develop operational plans and manage risks
- Standard
Develop, maintain and evaluate business continuity plans and arrangements
- Standard
Develop, maintain and evaluate business continuity plans and arrangements
- Standard
Developing, Maintaining and Evaluating Business Continuity Plans and Arrangements
- Standard
Encourage innovation in your area of responsibility
- Standard
Encourage innovation in your organisation
- Standard
Ensure the organisation has effective business continuity and crisis management systems
- Standard
Facilitate the implementation of systems to meet health information needs
- Standard
Information Management
- Standard
Lead and participate in meetings involving volunteers
- Standard
Manage Disaster Business Continuity
- Standard
Manage Relationships During Design and Improvement Programmes for IT Enabled Business Processes
Showing 18 of 36 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
- 1 record
- 1 record
- 2 records
- 5 records
- 5 records
Showing 6 roles, drawn from 111 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 Chartered Management Institute 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.
CMI 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
- Contribute to information security architecture activities
- Develop and sustain collaborative relationships with departments and other organisations
- Develop operational plans and manage risks
- Develop, maintain and evaluate business continuity plans and arrangements
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?
Learners will develop the ability to identify competitor activity through market research and analysis of various sources. The unit enables assessment of the threat posed by competitors to inform strategic decision-making.
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 CMI Level 4 NVQ Diploma in Management
48 units in this credential, in the order it lists them, awarded by Chartered Management Institute.
- 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.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
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.