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
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