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Unit - 01
Communication in a business environment
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1:1.1KExplain why different communication methods are used in the business environment
AC 1:1.2KDescribe the communication requirements of different audiences
AC 1:1.3KExplain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications
AC 1:1.4KExplain the importance of using appropriate body language and tone of voice when communicating verbally
AC 2:2.1PIdentify the nature, purpose, audience and use of the information to be communicated
AC 2:2.2PUse communication channels that are appropriate to the information to be communicated and the audience
AC 2:2.3PPresent information in the format that meets the brief
AC 2:2.4PAdhere to agreed business communication conventions and degree of formality of expression when producing documents
AC 2:2.5PProduce business communications that are clear, accurate and correct
AC 2:2.6PMeet agreed deadlines in communicating with others
AC 3:3.1PIdentify the nature, purpose, recipient/s and intended use of the information to be communicated
AC 3:3.2PUse language that is appropriate for the recipients needs
AC 3:3.3PUse body language and tone of voice to reinforce messages
AC 3:3.4PIdentify the meaning and implications of information that is communicated verbally
AC 3:3.5PConfirm that a recipient has understood correctly what has been communicated
AC 3:3.6PRespond in a way that is appropriate to the situation and in accordance with organisational policies and standards
Unit - 02
Understand employer organisations
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KExplain the differences between the private sector, public sector and voluntary sector
AC 1: 1.2KExplain the functions of different organisational structures
AC 1: 1.3KDescribe the features of different types of legal structures for organisations
AC 2: 2.1KDescribe the internal and external influences on organisations
AC 2: 2.2KExplain the use of different models of analysis in understanding the organisational environment
AC 2: 2.3KExplain why change in the business environment is important
Unit - 03
Principles of providing administrative services
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KDescribe the features of different types of meetings
AC 1: 1.2POutline the different ways of providing administrative support for meetings
AC 1: 1.3KExplain the steps involved in organising meetings
AC 2: 2.1KDescribe the features of different types of business travel and accommodation
AC 2: 2.2KExplain the purpose of confirming instructions and requirements for business travel and accommodation
AC 2: 2.3KExplain the purpose of keeping records of business travel and accommodation
AC 3:3.1KDescribe the features of hard copy and electronic diary systems
AC 3:3.2KExplain the purpose of using diary systems to plan and co-ordinate activities and resources
AC 3:3.3KDescribe the types of information needed to manage a diary system
AC 3:3.4KExplain the importance of obtaining correct information when making diary entries
AC 4:4.1KDescribe different types of office equipment
AC 4:4.2KExplain the uses of different types of office equipment
AC 4:4.3KDescribe factors to be considered when selecting office equipment to complete tasks
AC 4:4.4KDescribe how to keep waste to a minimum when using office equipment
AC 5:5.1KDescribe the types of mail services used in business organisations
AC 5:5.2KExplain the need for different types of mail services
AC 5:5.3KExplain the factors to be considered when selecting mail services
AC 5:5.4KExplain the factors to be taken into account when choosing postage methods
AC 6:6.1KDescribe different types of customers
AC 6:6.2KDescribe the impact of their own behaviour on a customer
AC 6:6.3KExplain the impact of poor customer service
Unit - 04
Principles of business document production and information management
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KDescribe different types of business documents that may be produced and the format to be followed for each
AC 1: 1.2KExplain the use of different types of information communication technology (ICT) for document production
AC 1: 1.3KExplain the reasons for agreeing the use, content, layout, quality standards and deadlines for document production
AC 1: 1.4KExplain the importance of document version control and authorisation
AC 1: 1.5KExplain how the requirements of security, data protection, copyright and intellectual property legislation may affect the production of business documents
AC 1: 1.6KExplain how to check the accuracy of business documents
AC 2: 2.1KExplain how the requirements of security, data protection, copyright and intellectual property legislation may affect the distribution and storage of business documents
AC 2: 2.2KDescribe different types of distribution channels
AC 3:3.1KDescribe the types of information found in business organisations
AC 3:3.2KExplain the need for safe storage and efficient retrieval of information
AC 3:3.3KDescribe the features of different types of systems used for storage and retrieval of information
AC 3:3.4KDescribe the legal requirements for storing business information
Unit - 05
Manage personal performance and development
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1PAgree specific, measurable, achievable, realistic and time-bound (SMART) objectives that align with business needs with line manager
AC 1: 1.2PAgree criteria for measuring progress and achievement with line manager
AC 1: 1.3PComplete tasks to agreed timescales and quality standards
AC 1: 1.4PReport problems beyond their own level of competence and authority to the appropriate person
AC 1: 1.5PTake action needed to resolve any problems with personal performance
AC 2: 2.1PPlan and manage workloads and priorities using time management tools and techniques
AC 2: 2.2PTake action to minimise distractions that are likely to limit the effective management of time and the achievement of objectives
AC 2: 2.3PExplain the benefits of achieving an acceptable work-life balance
AC 3:3.1PIdentify organisational policies relating to personal development
AC 3:3.2KExplain the need to maintain a positive attitude to feedback on performance
AC 3:3.3KExplain the potential business benefits of personal development
AC 3:3.4PIdentify their own preferred learning style(s)
AC 3:3.5PIdentify their own development needs from analyses of the role, personal and team objectives
AC 3:3.6PUse feedback from others to identify their own development needs
AC 3:3.7PAgree specific, measurable, achievable, realistic and time-bound (SMART) development objectives that align with organisational and personal needs
AC 4:4.1PAgree a personal development plan that specifies actions, methods, resources, timescales and review mechanisms
AC 4:4.2PMake use of formal development opportunities that are consistent with business needs
AC 4:4.3PUse informal learning opportunities that contribute to the achievement of personal development objectives
AC 4:4.4PReview progress against agreed objectives and amend plans accordingly
AC 4:4.5PShare lessons learned with others using agreed communication methods
Unit -06
Develop working relationships with colleagues
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1POutline the benefits of effective team working
AC 1: 1.2KDescribe how to give feedback constructively
AC 1: 1.3KExplain conflict management techniques that may be used to resolve team conflicts
AC 1: 1.4KExplain the importance of giving team members the opportunity to discuss work progress and any issues arising
AC 1: 1.5KExplain the importance of warning colleagues of problems and changes that may affect them
AC 2: 2.1PRecognise the contribution of colleagues to the achievement of team objectives
AC 2: 2.2PTreat colleagues with respect, fairness and courtesy
AC 2: 2.3PFulfil agreements made with colleagues
AC 2: 2.4PProvide support and constructive feedback to colleagues
AC 3:3.1PTake others viewpoints into account when making decisions
AC 3:3.2PTake ownership of problems within own level of authority
AC 3:3.3PTake action to minimise disruption to business activities within their own level of authority
AC 3:3.4PResolve problems within their own level of authority and agreed contribution
Unit - 16
Employee rights and responsibilities
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KExplain the role of their own occupation within an organisation and industry
AC 1: 1.2KDescribe career pathways within their organisation and industry
AC 1: 1.3PIdentify sources of information and advice on an industry, occupation, training and career pathway
AC 1: 1.4KDescribe an organisations principles of conduct and codes of practice
AC 1: 1.5KExplain issues of public concern that affect an organisation and industry
AC 1: 1.6KDescribe the types, roles and responsibilities of representative bodies and their relevance to their own role
AC 2: 2.1KDescribe the employer and employee statutory rights and responsibilities that affect their own role
AC 2: 2.2KDescribe an employers expectations for employees standards of personal presentation, punctuality and behaviour
AC 2: 2.3KDescribe the procedures and documentation that protect relationships with employees
AC 2: 2.4PIdentify sources of information and advice on employment rights and responsibilities
Unit -19
Store and retrieve information
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KDescribe systems and procedures for storing and retrieving information
AC 1: 1.2POutline legal and organisational requirements for information security and retention
AC 1: 1.3KExplain how to create filing systems to facilitate information identification and retrieval
AC 1: 1.4KExplain how to use different search techniques to locate and retrieve information
AC 1: 1.5KDescribe what to do when problems arise when storing or retrieving information
AC 2: 2.1PGather the information required within the agreed timescale
AC 2: 2.2PStore files and folders in accordance with organisational procedures
AC 2: 2.3PStore information in approved locations
AC 2: 2.4PAdhere to organisational policies and procedures, legal and ethical requirements
AC 3:3.1PConfirm information to be retrieved and its intended use
AC 3:3.2PRetrieve the required information within the agreed timescale
Unit - 36
Use and Maintain Office Equipment
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KDescribe organisational policies, procedures and levels of authority in maintaining office equipment
AC 1: 1.2KDescribe how to use different types of office equipment
AC 1: 1.3KExplain the reasons for following manufacturers and organisational instructions when operating equipment
AC 1: 1.4KDescribe the types of equipment faults likely to be experienced and the correct way of dealing with these
AC 2: 2.1PUse the equipment that is appropriate to the task in accordance with the manufacturers instructions
AC 2: 2.2PFollow organisational procedures to keep waste to a minimum
AC 2: 2.3PMaintain the equipment to the standard specified by the organisation or the manufacturer
AC 2: 2.4PMake sure that equipment conforms with health and safety requirements
AC 2: 2.5PReport problems that cannot be resolved to the right person
Unit - 29
Use a Telephone and Voicemail System
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1POutline how a callers experiences affect their view of an organisation
AC 1: 1.2POutline organisational standards and procedures for communicating on the telephone
AC 1: 1.3PState the importance of following organisational standards and procedures when making and receiving telephone calls
AC 1: 1.4PState organisational fault reporting procedures
AC 1: 1.5KDescribe why it is important to follow security and data protection procedures when using a telephone system
AC 1: 1.6PState the information to be given out when transferring calls, taking or leaving messages
AC 1: 1.7PState organisational guidelines for deleting voicemail messages
AC 2: 2.1PIdentify the reason for making a call
AC 2: 2.2PObtain the name and number(s) of the person to be contacted
AC 2: 2.3PCommunicate information to achieve the call objective(s)
AC 2: 2.4PCommunicate in a way that meets organisational standards and guidelines
AC 3:3.1PIdentify the caller in accordance with organisational procedures
AC 3:3.2PDeal with calls in accordance with organisational procedures
AC 3:3.3PPass calls to the right person/department
AC 3:3.4PTake messages when the person to be contacted is unavailable
AC 3:3.5PRepresent an organisation in a way that meets the required standards and guidelines
AC 4:4.1PUse voicemail systems in accordance with manufacturers instructions
AC 4:4.2PKeep the voicemail message system up to date
AC 4:4.3PPass on accurate messages in accordance with organisational policies
Unit - 25
Produce Business Documents
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KExplain the requirements for language, tone, image and presentation for different documents
AC 1: 1.2KExplain how to integrate images into documents
AC 1: 1.3KDescribe how corporate identity impacts upon document production
AC 1:1.4KExplain the requirements of data protection, copyright and intellectual property legislation relating to document production
AC 1: 1.5KDescribe organisational procedures for version control
AC 1: 1.6PDescribe security requirements relating to document production
AC 2: 2.1PIdentify the purpose, audience, content, style, format and deadlines of a document
AC 2: 2.2PUse document production resources in line with organisational guidelines
AC 2: 2.3PUse correct grammar, spelling, punctuation and sentence structure
AC 2: 2.4PProduce documents that meet the requirements within the agreed timescale
AC 3:3.1PProvide final documents in the appropriate medium for authorised readers
AC 3:3.2PSpecify restrictions and distribution lists in accordance with the requirements
AC 3:3.3PMaintain the requirements of security in the production, distribution and storage of documents
Unit - 28
Health and Safety in a Business Environment
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1PState health and safety responsibilities of employers
AC 1: 1.2PState their own responsibilities for health and safety in the business environment
AC 1: 1.3PState the occupational health and safety guidelines to be followed when using a keyboard and visual display unit
AC 1:1.4KExplain the importance of complying with health and safety requirements
AC 2: 2.1PIdentify possible health and safety hazards in the business environment
AC 2: 2.2KDescribe ways in which accidents can be avoided in the business environment
AC 2: 2.3POutline why it is important to report hazards and accidents that occur in the business environment
AC 2: 2.4POutline organisational emergency health and safety procedures
AC 3:3.1PUse approved techniques to prevent strain or injury when carrying out work activities
AC 3:3.2PTake action to ensure that their own conduct does not endanger others
AC 3:3.3PFollow manufacturers or organisational instructions for the use of equipment, materials and products
AC 3:3.4PFollow organisational procedures and legal requirements to minimise risks to health and safety
Unit - 37
Using Email
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1PSelect and use software tools to compose and format e-mail messages, including attachments
AC 1: 1.2PDetermine the message size and how it can be reduced
AC 1: 1.3PSend e-mail messages to individuals and groups
AC 1:1.4KDescribe how to stay safe and respect others when using e-mail
AC 1:1.5PUse an address book to organise contact information
AC 2: 2.1PFollow guidelines and procedures for using e-mail
AC 2: 2.2PRead and respond to e-mail messages appropriately
AC 2: 2.3PUse email software tools and techniques to automate responses
AC 2: 2.4KDescribe how to archive e-mail messages, including attachments
AC 2: 2.5POrganise, store and archive e-mail messages effectively
AC 2: 2.6PRespond appropriately to e-mail problems
Unit - 44
Deliver Customer Service
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KExplain the relationship between customers needs and expectations and customer satisfaction
AC 1: 1.2KDescribe the features and benefits of an organisations products and/or services
AC 1: 1.3KExplain the importance of treating customers as individuals
AC 1:1.4KExplain the importance of balancing promises made to customers with the needs of an organisation
AC 1:1.5KExplain when and to whom to escalate problems
AC 1:1.6KDescribe methods of measuring their own effectiveness in the delivery of customer service
AC 2: 2.1KExplain the importance of a brand to an organisation
AC 2: 2.2KExplain how a brand affects an organisations customer service offer
AC 2: 2.3KExplain the importance of using customer service language that supports a brand promise
AC 2: 2.4PIdentify their own role in ensuring that a brand promise is delivered
AC 3:3.1PKeep up to date with an organisations products and/or services
AC 3:3.2PPrepare resources that are necessary to deal with customers before starting work
AC 4:4.1PMaintain organisational standards of presentation and behaviour when providing customer service
AC 4:4.2PAdapt their own behaviour to meet customers needs or expectations
AC 4:4.3PRespond to customers requests in line with organisational guidelines
AC 4:4.4PInform customers of the progress of their requests
AC 4:4.5PConfirm that customers expectations have been met in line with the service offer
AC 4:4.6PAdhere to organisational policies and procedures, legal and ethical requirements when providing customer service
AC 5:5.1PIdentify ways that customer service could be improved for an organisation and individuals
AC 5:5.2PShare information and ideas with colleagues and/or service partners to support the improvement of service delivery
Unit - 49
Develop Customer Relationships
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KDescribe the importance of developing relationships with customers
AC 1: 1.2KExplain the value of customer loyalty and retention
AC 1: 1.3KExplain how customers expectations may change over time
AC 1:1.4KExplain the use of customer feedback as a means of developing customer relationships
AC 1:1.5KExplain the limits of their own authority to make alternative service offers to customers
AC 1:1.6KDescribe the use of Customer Relationship Management systems and processes to meet customers expectations
AC 1:1.7KExplain the importance of regular communication in the development of both internal and external customer relationships
AC 2: 2.1PGive help and information that meets or exceeds customers expectations
AC 2: 2.2PIdentify new ways of helping customers based on their feedback
AC 2: 2.3PShare feedback from customers with others
AC 2: 2.4PIdentify added value that the organisation could offer customers
AC 2: 2.5PBring to customers attention products or services that may interest them
Unit - 51
Understand the Legal Context of Business
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KExplain the legal requirements of different types of business
AC 1: 1.2KDescribe the roles and powers of government departments and agencies in regulating business
AC 1: 1.3KExplain the legal provisions relating to intellectual property
AC 2: 2.1KExplain the corporate governance statutory framework of a business
AC 2: 2.2KExplain the roles and responsibilities of an organisations governing body
AC 2: 2.3KExplain the financial reporting requirements of an organisation
AC 3:3.1KExplain the elements of a valid business contract
AC 3:3.2KAnalyse different types of contracts
AC 3:3.3KExplain the difference between negligence and liability
AC 3:3.4KExplain the liabilities and entitlements of sellers and purchasers of goods and services
AC 4:4.1KDescribe the sources, institutions and enforcement systems for individual employment rights
AC 4:4.2KExplain the features of types of worker and employment contracts for service
AC 4:4.3KExplain the implications of contracts of service and contracts for service
AC 4:4.4KExplain the implications of different types of employment status
AC 4:4.5KExplain the requirements for an organisation for health and safety
AC 4:4.6KExplain the requirements for an organisation for equality and diversity
AC 4:4.7KExplain the implications for an organisation of wrongful dismissal, unfair dismissal and redundancy
AC 4:4.8KDescribe the impact of human rights legislation on the employment relationship
Unit - 54
Principles of Customer Relationships
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1KDescribe the importance of understanding customers wants and needs
AC 1: 1.2KExplain the role of segmentation in identifying customers likely wants and needs
AC 1: 1.3KDescribe the factors that motivate customers to buy
AC 1:1.4KExplain the importance of seeking customer feedback on performance, products and/or services
AC 2: 2.1KDescribe an organisations marketing objectives and activities
AC 2: 2.2KExplain the importance of developing customer service plans and customer relationship plans
AC 2: 2.3KDescribe an organisations system for relationship management
AC 2: 2.4KDescribe an organisations customer care programme
AC 2: 2.5KDescribe the system for communicating with customers
AC 2: 2.6KExplain the importance of a consistent level of service
AC 2: 2.7KExplain the link between customer satisfaction and sales growth
AC 2: 2.8KExplain the importance of using customer feedback to enhance performance, products and/or services
AC 3:3.1KExplain the concept and principles of relationship management
AC 3:3.2KExplain the importance of keeping promises made to customers
AC 3:3.3KExplain the importance of balancing customers needs with those of the organisation
AC 3:3.4KExplain the importance of keeping customers informed of progress, problems, issues and the actions undertaken in support of them
AC 3:3.5KExplain how to identify added value that could be offered to customers
Unit - 55
Understand Working in a Customer Service Environment
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1PState what is meant by customer service
AC 1: 1.2PState why effective customer service is important to an organisation
AC 2: 2.1POutline the difference between an internal and an external customer
AC 2: 2.2PState how to identify customers needs and expectations
AC 2: 2.3PList information sources needed to deliver reliable customer service
AC 2: 2.4KDescribe the relationship between customer expectations and customer satisfaction
AC 3:3.1PIdentify personal behaviours that can positively affect customers perceptions of an organisation and its products and/or services
AC 3:3.2PIdentify the job roles within a team delivering customer service
AC 3:3.3PState the standards of personal presentation and behaviour expected by customer service staff in different organisations
AC 3:3.4PState standards and practices that relate to a service offer within different types of organisation
AC 3:3.5KDescribe how legislation and organisational requirements affect what can be promised or carried out in a customer service role
AC 3:3.6KDescribe the procedures for protecting customers personal information and safety
AC 3:3.7PState the importance of protecting customers personal information and safety
AC 4:4.1KDescribe types of customer behaviour that show when a customer is dissatisfied
AC 4:4.2PState the procedures to be followed when dealing with customer queries or problems
AC 4:4.3PState to whom to refer customer queries and problems
Unit - 56
Know How to Publish, Integrate and Share Using Social Media
Assessment CriteriaPerformance =P
Knowledge = KKeywords Standards
AC 1: 1.1PIdentify the main social media networks in current use
AC 1: 1.2KDescribe the main features of each social media network identified
AC 1: 1.3KDescribe why they would use each of the social media networks identified
AC 1:1.4KExplain the purpose of a 'social aggregator' tool
AC 1: 1.5KDescribe how blogs give individuals a voice on the Web
AC 1:1.6KExplain how professionals make connections using social media networks
AC 2: 2.1KDescribe why
individuals
organisations/businesses
governments
social groups
use social media networking sites
AC 2: 2.2KExplain the advantages and typical components of a social media user profile
AC 2: 2.3PIdentify the benefits of using social media networking for:
individuals
organisations/businesses
governments
social groups
AC 2: 2.4PIdentify the risks of using social media networking for:
individuals
organisations/businesses
governments
social groups
AC 2: 2.5KDescribe how social media networks monitor engagement with their websites
AC 2: 2.6KDescribe the advantages of podcasting
AC 2: 2.7KExplain why organisations have social media policies
AC 3:3.1KDescribe appropriate precautions to ensure their own safety and privacy
AC 3:3.2KDescribe how to protect personal information when engaging with social media websites
AC 3:3.3PIdentify legal constraints on the uploading and downloading of software and other digital content
AC 4:4.1PSelect and use appropriate tools and techniques to communicate information online
AC 4:4.2PUse browser tools to share information sources with others
AC 4:4.3PSubmit information online
AC 4:4.4PIdentify opportunities to create, post or publish material to social media websites
AC 5:5.1KDescribe the danger of computer viruses and how to minimise risks
AC 5:5.2KDescribe how to minimise threats to information security when online
AC 5:5.3KDescribe how to minimise the threats to user safety when online
AC 5:5.4KDescribe where to access online help and information when using social media networks