ILM Level 5 NVQ Diploma In Management And Leadership - Malaysia

ILM Level 5 NVQ Diploma in Management and Leadership Course Outline

Total Credit Value: 53

Total Guided Learning Hours: 242 Hours

Unit 8623-500: Contribute to the Development of a Strategic Plan

Credit Value – 5

Guided Learning Hours - 31

Module 1: Understand the Principles of Strategic Planning

• Strategic Planning Model
• Advantages and Disadvantages of the Main Analytical Methods
• Business Analysis Techniques Used in Strategic Plans
• Approaches to Business Strategy

Module 2: Analyse the Factors Affecting the Development of Strategic Plans

• PESTLE Analysis in Strategic Management
• PESTEL and Financial Analysis
• Political-Legal and Social Environment
• Factors Influencing Changes in Strategic Management
• Tools and Techniques to Apply Strategic Analysis and Planning

Module 3: Contribute to a Strategic Plan

• Relationship Between Strategy Formulation and Strategic Planning
• Difference Between Strategy Formulation and Strategy Implementation
• Factors to Successful Strategic Planning
• How to Evaluate Corporate Strategy?

Unit 8623-501: Design Business Processes

Credit Value – 5

Guided Learning Hours - 23

Module 4: Understand Techniques and Tools that Support the Design of Business Processes

• Principles of Business Process Re-Engineering
• Workflow Pattern
• Workflow Patterns for Business Process Modelling
• Usability Testing
• Business Process Modelling Tools
• How to Analyse and Evaluate Business Processes?

Module 5: Develop Business Processes

• Scope for Business Process Improvement and Constraints
• Generate Better Ideas for Your Business
• Business Process Modelling Techniques
• Feasibility Study
• Areas of a Project Feasibility Study
• Managing Tensions Between New and Existing Business Models

Module 6: Evaluate the Effectiveness of Business Processes

• Business Process Analysis Techniques
• Improving Business Processes
• Business Cases, Benefits, Costs, and Impact
• Cost-Benefit Analysis
• Evidence-Based Practice for Effective Decision-Making

Unit 8623-502: Manage Strategic Change

Credit Value - 7

Guided Learning Hours - 25

Module 7: Understand the Management and Evaluation of Change

• Characteristics of Change Management Models
• Stakeholder Analysis
• Stakeholder Mapping
• How to Map Stakeholders?
• Change Management for Business Continuity
• Crisis Management and Business Continuity Planning
• Business Continuity and Crisis Management

Module 8: Plan for Strategic Change

• Scope Change Management
• How to Deal with Last-Minute Scope Changes?
• Internal and External Environments of Business
• Internal and External Environmental Factors Affect Business
• Ethics and Organisational Change Management
• Organisational Change Management Strategies

Module 9: Manage Strategic Change

• Resource Allocation
• Resource Allocation Tips for Projects
• Steps to Effective Organisational Change Management
• Managing Organisational Change
• Implement a New Strategy Without Disrupting Your Organisation
• Ways to Proactively Manage Stakeholders
• Strategies for Dealing with Difficult Stakeholders

Module 10: Evaluate Strategic Change

• Measure Change Management Effectiveness
• Step to Evaluating Change
• Change Management Tools
• Evidence-Based Practice for Effective Decision-Making

Unit 8623-400: Provide Leadership and Management

Credit Value - 5

Guided Learning Hours - 28

Module 11: Principles Supporting Leadership and Management

• Leadership Theories Apply in the Workplace
• Role of Cultural Self-Awareness in Global Leadership
• Cultural Differences Affect Leadership Styles
• Organisational Structure
• Role of Stakeholder Engagement
• Assessment of Organisational Culture Types, Leadership Styles

Module 12: Engage and Inspire Stakeholders and Colleagues

• Behaviours and Attitudes that Show a Commitment to an Organisation’s Goals
• Commitment to the Fulfilment of an Organisation’s Vision and the Expression of Its Values
• Identifying and Analysing Stakeholders and Their Interests
• Manage Stakeholder Expectations
• Maintaining Strong Employee Morale During Difficult Times
• Action to Secure the On-Going Commitment of Colleagues and Other Key Stakeholders

Module 13: Deliver Results

• Planning and Resourcing Decisions That Optimise The Available Resources, Skills and Expertise
• Techniques Whilst Delivering Targets
• Empower Individuals to Take Responsibility for Their Decisions
• Plans, Priorities and Resource Allocations to Meet Changing Circumstances And Priorities

Unit 8623-504: Promote Equality of Opportunity, Diversity and Inclusion

Credit Value - 5

Guided Learning Hours - 26

Module 14: Understand the Principles Underpinning Equality, Diversity and Inclusion in the Workforce

• Equality Diversity and Inclusion in the Workplace
• Promote Diversity, Equity, and Inclusion in the Workplace
• Equal Opportunities and Managing Diversity Approaches
• Ethical Conflicts in the Workplace
• Resolving Ethical Conflicts in the Workplace
• Business Case for Diversity in the Workplace

Module 15: Evaluate Organisational Strategies, Policies and Practices Which Address Equality, Diversity and Inclusion

• Diversity and Inclusion Efforts that Really Work
• Benchmarking Equality and Diversity in the Workplace
• Functional Areas of Human Resources Management
• Human Resource Best Practices

Module 16: Promote Equality, Diversity and Inclusion Policies and Practices

• Communications Improve Diversity and Equality
• Challenge Discrimination at Work

Unit 8623-507: Manage Product and/or Service Development

Credit Value - 5

Guided Learning Hours - 23

Module 17: Development of New or Improved Products or Services

• Product Life Cycle
• Stages of the Product Life Cycle
• Types of Market Segmentation
• Requirements for Effective Segmentation
• Benefits of Market Segmentation

Module 18: Establish the Need for New or Improved Products and Services

• Developing New Products and Services
• Generating and Screening Ideas for New Products
• Customer Perception
• Ways to Find Out What Your Competitors are Doing
• Impact of Culture on Consumer Buying Behaviour

Module 19: Manage the Development of New or Improved Products and Services

• Set Strategic Planning Goals
• Ways to Implement a Strategic Plan
• Costs of New Product Development
• Market Viability and Conduct Product Research
• Measuring Product Success

Unit 8623-508: Manage Strategic Marketing Activities

Credit Value - 7

Guided Learning Hours - 28

Module 20: strategic management of marketing activities

• Analyse Concepts Underpinning Strategic Marketing in Business Practice
• Assess the Scope of Strategic Marketing Activities and How They Affect a Business
• Relationship Between the Marketing and other Business Functions
• Planning Principles Involved in Developing a Marketing Strategy
• Range of Tools to Evaluate a Strategic Marketing Plan
• Advantages and Limitations of a Range of Marketing Strategies

Module 21: Evaluate a Market

• Existing and Potential Markets Against Agreed Strategic Criteria
• Identify Features of Actual and Potential Offerings

Module 22: Develop a Marketing and Marketing Communications Strategy and Plan

• Range of marketing communications frameworks
• Marketing messages that are consistent with strategic objectives, organisational culture and values
• Specify communications media that are likely to reach the identified target customers
• Integrate marketing communications within operational processes

Module 23: Manage Strategic Marketing Activities

• Product Pricing Strategies
• Manage the implementation of marketing strategies, plans and activities
• Monitor the Performance of Products and/or Services
• Adapt Marketing Strategies, Plans and Activities in the light of Feedback and/or Changing Circumstances

Unit 8623-402: Develop Working Relationships with Stakeholders

Credit Value - 4

Guided Learning Hours - 20

Module 24: Understand Working Relationships with Stakeholders

• Analyse Stakeholder Mapping Technique
• Influencing Skills and Techniques Enhance the Relationship with Stakeholders
• Expectation Management and Conflict Resolution Techniques Applied to Stakeholder Management
• Advantages and Limitations of Stakeholder Consultation
• Risks and Potential Consequences of Inadequate Stakeholder Consultation

Module 25: Determine the Scope for Collaboration with Stakeholders

• Stakeholder Relationships
• Roles, responsibilities, interests and concerns of stakeholders
• Business areas that would benefit from collaboration with stakeholders
• Scope for and limitations of collaborating with different types of stakeholder

Module 26: Develop Productive Working Relationships with Stakeholders

• Creating Mutual Respect in Workplace Environment
• Account of the advice provided by stakeholders
• Minimise the potential for friction and conflict amongst stakeholders

Module 27: Evaluate Relationships with Stakeholders

• Monitor relationships and developments with stakeholders
• Address changes that may have an effect on stakeholder relationships
• Improvements based on analyses of the effectiveness of stakeholder relationships

Unit 8623-403: Develop and Maintain Professional Networks

Credit Value – 3

Guided Learning Hours - 15

Module 28: Understand the Principles of Effective Networking

• Interpersonal Networking Skills Make Leaders More Effective
• Basis on which to choose networks to be developed
• Role of shared agendas and conflict management in relationship-building
• Role of the internet in business networking
• Importance of following up leads and actions
• Analyse ethical issues relating to networking activities

Module 29: Identify Professional Networks for Development

• Identify potential networks for professional development from an analysis of their benefits compared with individual needs and aspirations
• Shortlist networks for development against defined criteria
• Benefits and limitations of joining and maintaining selected network(s)

Module 30: Maintain Professional Networks

• Networking for Mutual Benefit
• Promote their own skills, knowledge and competence to network members
• Information, services or support to network members where the potential for mutual benefit has been identified
• Managing Data Confidentiality
• Agree guidelines for the exchange of information and resources

Unit 8623-422: Management of Customer Service Operations

Credit Value – 7

Guided Learning Hours - 23

Module 31: management of customer service operations

• Basis for allocating resources
• Methods to Monitor and Control Customer Service
• Strategies needed to deliver seamless customer service
• Techniques used to develop solutions to problems
• Identifying and Evaluating Sources of Consumer Information
• Range of techniques to identify patterns and trends
• Analyse a range of possible improvements to customer service operations

Module 32: Plan Customer Service Operations

• Customer Expectations
• Ways to Meet Customer Expectations
• Steps to Creating a Customer Service Strategy
• Contingency Planning as a Necessity
• Key Performance Indicators

Module 33: Manage Customer Service Operations

• Allocate resources according to agreed priorities
• Keep staff informed of developments in the customer service offer
• Positive Work Relationships Improve Employee Wellness
• Maintain positive working relationships amongst staff
• Carry out monitoring activities in accordance with plans
• Manage deviations from expected performance and service failures in accordance with contingency plans
• Feedback from staff and customers to make improvements
• Act within the limits of their responsibility

Module 34: Measure Customer Service Performance

• Confirm that staff understand the vision, objectives, roles, plans, standards and procedures
• Provide training and support that will enable staff to deliver customer service
• Communicate to staff their roles, responsibilities and work plans in line with delivery plans

Module 35: measure customer service performance

• Act to ensure that systems to collect agreed performance data are in place
• Identify trends of customer behaviour and customer service performance from performance data
• Steps of the Benchmarking Process
• Address identified anomalies and problems
• Identify areas for improvement within customer service