ILM Level 5 NVQ Diploma in Management and Leadership Course Outline
Total Credit Value: 56
Total Guided Learning Hours: 262 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
- Evaluate a Range of Strategic Planning Models
- Evaluate the Advantages and Limitations of Analytical Techniques
- Analyse Different Perspectives and Approaches to Business Strategy
Module 2: Analyse the Factors Affecting the Development of Strategic Plans
- Evaluate Political, Economic, Social, Technological, Legal, and Ethical Factors Influencing Strategic Plans
- Evaluate Market Factors Impacting Strategic Planning Decisions
- Evaluate the Application of Scanning Tools in Strategy Development
Module 3: Contribute to a Strategic Plan
- Relationship Between Strategic Intentions, Strategic Choice, and Strategy Formulation
- Make Viable Contributions Aligned with Strategic Objectives and Resource Constraints
- Evaluate the Impact of a Proposed Strategy on the Business
Unit 8623-501: Design Business Processes
Credit Value – 5
Guided Learning Hours - 23
Module 4: Techniques and Tools That Support the Design of Business Processes
- Analyse Principles of Business Change and Business Process Re-Engineering
- Concept and Application of Workflow Patterns and Usability Testing
- Evaluate a Range of Modelling Tools
- Analyse Factors for Evaluating the Effectiveness of Business Processes
Module 5: Develop Business Processes
- Evaluate Scope for Business Process Improvement and Constraints
- Generate Ideas That Meet Defined Business Needs
- Test Proposed Process Through Modelling Exercise
- Evaluate Feasibility and Viability of Proposed Process Against Agreed Criteria
- Establish Overlap Between Proposed and Existing Processes and Systems
- Resolve Tensions Between Existing and Proposed Systems and Processes
- Adhere to Organisational Policies, Legal, and Ethical Requirements in Process Development
Module 6: Evaluate the Effectiveness of Business Processes
- Analyse Valid Information Using Appropriate Evaluation Techniques
- Assess Cost and Benefit of a Business Process to the Organisation
- Justify Recommendations for Rejection, Adoption, or Enhancement of Processes with Evidence
Unit 8623-502: Manage Strategic Change
Credit Value - 7
Guided Learning Hours - 25
Module 7: Understand the Management and Evaluation of Change
- Evaluate Characteristics and Application of Change Management Models for Different Organisational Structures
- Analyse Stakeholder Mapping Techniques for Managing and Evaluating Change
- Analyse Techniques Used to Evaluate Change
- Evaluate Relationship Between Change Management, Business Continuity, and Crisis Management
Module 8: Plan for Strategic Change
- Assess Reasons, Scope, and Risks of Required Change
- Evaluate Internal and External Environmental Influences on Change
- Analyse Ethical Dimensions of Change
- Identify Viable Alternative Strategies for Achieving Desired Change
- Justify Selected Strategy with Supporting Evidence
- Develop Plan with SMART Objectives and Resource Requirements
- Develop Stakeholder Engagement Plan Addressing Needs and Concerns
- Specify Mechanisms for Managing Risks and Interdependencies to Meet Strategic Objectives
Module 9: Manage Strategic Change
- Allocate Resources and Responsibilities According to the Plan
- Ensure Change Implementation Aligns with Organisational Values and Procedures
- Maintain Operational Capability During Change Implementation
- Consider Stakeholder Commitment and Its Implications
- Manage Friction Between Stakeholder Needs and Interdependencies per the Change Plan
Module 10: Evaluate Strategic Change
- Establish Valid Evaluation Criteria to Measure Effects of Change
- Select and Use Appropriate Evaluation Tools and Techniques
- Evaluate Successful and Unsuccessful Aspects of Change
- Justify Recommendations with Valid Evidence
- Identify Implications for Knowledge Management Systems and Processes
Unit 8623-400: Provide Leadership and Management
Credit Value - 5
Guided Learning Hours - 28
Module 11: Principles Supporting Leadership and Management
- How Leadership and Management Theories May Be Applied
- Influence of Organisational Culture on Leadership Styles and Management Practices
- Influence of Organisational Structure on Leadership Styles and Management Practices
- How Theories of Motivation May Be Applied in Leadership Practice
- Role of Stakeholder Engagement in Leadership and Management
- Suitability of Leadership Styles and Management Practices to Organisational Culture
Module 12: Engage and Inspire Stakeholders and Colleagues
- Display Behaviours and Attitudes That Support Organisational Goals
- Display Behaviours and Attitudes That Reflect Organisational Vision and Values
- Identify Stakeholders and the Nature of Their Interests
- Ensure Colleagues and Stakeholders Understand Their Role in Achieving Objectives
- Win Trust and Support Through Exemplary Performance and Behaviour
- Maintain Morale During Challenging Times
- Secure Ongoing Commitment of Colleagues and Stakeholders
Module 13: Deliver Results
- Make Planning and Resourcing Decisions That Optimise Resources, Skills, and Expertise
- Use Delegation Techniques to Achieve Targets
- Empower Individuals to Take Responsibility for Decisions and Actions
- Adapt Plans, Priorities, and Resources to Meet Changing Circumstances
Unit 8623-504: Promote Equality of Opportunity, Diversity and Inclusion
Credit Value - 5
Guided Learning Hours - 26
Module 14: Principles Underpinning Equality, Diversity and Inclusion in the Workforce
- Analyse Development of Equality, Diversity and Inclusion Policies and Practices
- Application of Approaches to Equal Opportunities
- Impact of Equality, Diversity and Inclusion Policy on Workforce Performance
- Methods of Managing Ethical Conflicts
- Business Benefits of Effective Equality, Diversity and Inclusion Practices
- Impact of Equality, Diversity and Inclusion on Organisational Practices
- Legislative, Regulatory and Code of Practice Requirements Affecting Equality, Diversity and Inclusion
Module 15: Organisational Strategies, Policies and Practices Addressing Equality, Diversity and Inclusion Requirements
- Extent to Which Equality, Diversity and Inclusion Strategies and Policies Are Fit for Purpose
- Benchmark Internal and External Equality, Diversity and Inclusion Policies to Identify Strengths and Weaknesses
- Areas for Improvement in Human Resource Practices, Systems and Procedures
- Appraise Criteria for Evaluating the Effectiveness of Equality, Diversity and Inclusion Strategies and Policies
Module 16: Promote Equality, Diversity and Inclusion Policies and Practices
- Devise Communication Strategy and Plan for Promoting Equality, Diversity and Inclusion
- Use Appropriate Communication Media to Reflect Organisational Structure and Nature
- Ensure Equality, Diversity and Inclusion Are Embedded in Business Practices
- Promote a Culture That Challenges Discrimination
- Ensure Organisational Procedures, Culture and Values Reinforce and Encourage Good Practices
Unit 8623-507: Manage Product and/or Service Development
Credit Value - 5
Guided Learning Hours - 23
Module 17: Understand the Development of New or Improved Products and Services
- Analyse Stages of the Development Process and Product Life Cycle
- Explain Requirements of Market Segmentation
- Analyse Factors Affecting Buyer Behaviour
- Evaluate Use of Market Analytical Tools in Product and Service Development
Module 18: Establish the Need for New or Improved Products and Services
- Establish Criteria to Evaluate the Need for New or Improved Products and Services
- Evaluate Customer Perceptions of Value, Use and Quality of Proposed Products and Services
- Identify Competitor Activity Impacting the Market
- Assess the Impact of Customer Culture and Behaviour on Potential Sales
Module 19: Manage the Development of New or Improved Products and Services
- Ensure Proposals Align with Organisational Strategy, Objectives and Values
- Assess Development Costs of New or Improved Products and Services
- Conduct Viability Tests to Evaluate Product or Service Feasibility
- Evaluate Success of New or Improved Products and Services
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 Skills Needed for Effective Networking
- Basis for Choosing Networks to Develop
- Role of Shared Agendas and Conflict Management in Relationship Building
- Role of the Internet in Business Networking
- Importance of Following Up Leads and Actions
- Ethical Issues Related to Networking Activities
Module 29: Identify Professional Networks for Development
- Potential Networks for Professional Development Based on Benefits and Individual Needs
- Shortlist Networks for Development Against Defined Criteria
- Assess Benefits and Limitations of Joining and Maintaining Selected Networks
Module 30: Maintain Professional Networks
- Identify Potential for Mutual Benefit with Network Members
- Promote Own Skills, Knowledge and Competence to Network Members
- Provide Information, Services or Support Where Mutual Benefit Exists
- Establish Boundaries of Confidentiality
- Agree Guidelines for the Exchange of Information and Resources
- Ensure Participation in Networks Reflects Current and Future Aspirations
- Make Introductions Between Individuals with Common or Complementary Interests
Unit 8623-422: Manage 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
Unit 8623-425: Prioritising Information for Sales Planning
Credit Value – 3
Guided Learning Hours – 20
Module 36: Sources and Types of Information That Support Sales
- Customer Behaviour Information Relevant to Sales
- Competitors’ Sales Activities
- Relevance of External Business Environment Information to Sales
- Sources of Business Information Relevant to Sales
Module 37: Internal Information That Supports Sales
- Customer Base of the Organisation
- Organisational Information Storage Procedures
- Procedures for Communicating Sales Information to the Sales Team
Module 38: Conduct a Business Audit of the Internal and External Sales Environment
- Obtain Customer and Competitor Information for Business Audit
- Organise Sales Information to Support Effective Planning
- Prioritise Internal Strengths and Weaknesses, and External Opportunities and Threats
Module 39: Use Sales Information to Support the Sales Planning Function
- Monitor Trends and Developments Impacting Business and Sales Activities
- Identify Market Developments and Their Implications for Sales Plans
- Communicate Sales Information to Relevant Stakeholders per Organisational Procedures
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