IQ Level 2 Certificate in Principles of Business and Administration (QCF) Specification

Transcription

1 IQ Level 2 Certificate in Principles of Business and Administration (QCF) Specification Qualification No: 600/6543/6 Page 1 of 49 IQB/0.2/117 Version /10/2012 Author CZ

2 Contents Page Industry Qualifications... 3 Introduction... 3 About this Qualification (Description, Objectives, Aims, Purpose)... 4 Structure (Credit, Rules of Combination, Guided Learning Hours)... 4 Delivery... 4 Assessment... 5 Barred Units... 5 Age range and Geographical Coverage... 5 Learner entry requirements... 5 Tutor requirements... 5 Unit 1: Principles of personal responsibilities and working in a business environment L/601/ Unit 1 Guidance on Delivery and Assessment Unit 2: Principles of providing administrative services R/601/ Unit 2 Guidance on Delivery and Assessment Unit 3: Principles of managing information and producing documents J/601/ Unit 3 Guidance on Delivery and Assessment Unit 4: Principles of supporting change in a business environment L/601/ Unit 4 Guidance on Delivery and Assessment Unit 5: Principles of supporting business events R/601/ Unit 5 Guidance on Delivery and Assessment Unit 6: Principles of maintaining stationery stock Y/601/ Unit 6 Guidance on Delivery and Assessment Unit 7: Principles of working in the Public Sector K/602/ Unit 7 Guidance on Delivery and Assessment Unit 8: Principles of project management A/601/ Unit 8 Guidance on Delivery and Assessment Unit 9: Principles of budgets in a business environment F/601/ Unit 9 Guidance on Delivery and Assessment Unit 10: Principles of contributing to innovation and change J/601/ Unit 10 Guidance on Delivery and Assessment Unit 11: Principles of working in the Public Sector M/602/ Unit 11 Guidance on Delivery and Assessment Resources Page 2 of 49 IQB/0.2/117 Version /10/2012 Author CZ

3 Industry Qualifications IQ is approved by the UK s national regulator of qualifications Ofqual and by the Scottish regulator SQA Accreditation. It was launched in 2011 to provide users and learners with the objective of achieving the highest levels of assessment integrity, customer service and sector engagement. Uniquely, it is a membership based awarding organisation bringing together the best of UK vocational education in a not for profit environment. Further information can be found on the IQ web-site Introduction This specification is intended for trainers, centres and learners. General information regarding centre approval, registration, IQR (IQ s candidate management system), assessment papers, certification, reasonable adjustments, special consideration, appeals procedures, are available from the website. This document should be read in conjunction with the IQ QMS Centre guide available from the website. Website: Enquiries: Page 3 of 49 IQB/0.2/117 Version /10/2012 Author CZ

4 About this Qualification (Description, Objectives, Aims, Purpose) The IQ Level 2 Certificate in Principles of Business and Administration (QCF) is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge and understanding of the business and administration environment. The qualification is generic, so it is suitable for individuals working or intending to work in a variety of business administrative roles. In the mandatory units, all learners will cover the essentials of personal responsibilities, providing administrative services, managing information and producing documents. There are a range of optional units allowing learners scope to choose those areas most relevant to them, including supporting innovation and change, business events, stationery stock, the public sector, project management and budgets. Objectives of the qualification include preparing learners to progress to a qualification in the same subject area but at a higher level or requiring more specific knowledge, skills and understanding, meeting relevant programmes of learning, preparing learners for employment and supporting a role in the workplace. This qualification is the knowledge component of the Intermediate Apprenticeship in Business & Administration. Structure (Credit, Rules of Combination, Guided Learning Hours) To achieve the IQ Level 2 Certificate in Principles of Business and Administration learners must complete a minimum of 13 credits, 11 credits from the Mandatory Group and a minimum of 2 credits from the Optional Group. Mandatory Group 1 Unit Level Credit Guided Learning Hours Principles of personal responsibilities and working in a business environment Principles of providing administrative services Optional Group 4 Principles of managing information and producing documents Principles of supporting change in a business environment Principles of supporting business events Principles of maintaining stationery stock Principles of working in the Public Sector Principles of project management Principles of budgets in a business environment Principles of contributing to innovation and change Principles of working in the Public Sector Delivery Guided learning hours are It is the responsibility of training centres to decide the appropriate course duration, based on their learners ability and level of existing knowledge. It is possible, therefore, that the number of Guided Learning Hours can vary from one training centre to another according to learners' needs. Guided learning hours are all times when a member of provider staff is present to give specific guidance towards the learning aim being studied on the programme. This definition includes lectures, tutorials, and supervised study. It does not include hours where supervision or assistance is of a general nature and is not specific to the study of the learners. Page 4 of 49 IQB/0.2/117 Version /10/2012 Author CZ

5 Assessment All units in this qualification are assessed by portfolio (internally set and marked and quality assured by IQ). An Achievement Record for this qualification which includes the forms necessary to map and claim knowledge and competence is available to download from the IQ website/ on request. All assessment criteria of the selected units must be met and mapped and the location of the evidence must be indicated in the achievement record. This qualification is not graded, successful learners achieve a pass. Barred Units A number of optional units within this qualification are barred. Barred units exist to allow learners greater choice in how to meet the required number of credits to achieve a qualification. However, because barred units feature a significant overlap of content, learners are not allowed to take two units which are barred together. The following table displays all of the optional barred units that can be taken with this qualification; only one unit from each pair can count towards the learner s achieved credits. Target Unit Principles of working in the Public Sector (K/602/1535) Principles of supporting change in a business environment (L/601/7641) Barred against Principles of working in the Public Sector (M/602/1536) Principles of contributing to innovation and change (J/601/7654) Age range and Geographical Coverage This qualification is approved for learners 14 plus in England, Wales and Northern Ireland. Learner entry requirements There are no formal entry requirements. However, learners should be able to work at level 1 or above and be proficient in the use of English Language. Progression Learners who achieve this qualification can progress to the Level 2 NVQ Certificate in Business and Administration, which forms the competence component of the apprenticeship. They can also progress to a variety of qualifications in other areas or at higher levels including: Level 3 Certificate in Principles of Business and Administration (QCF) Level 3 NVQ Diploma in Business and Administration (QCF) Level 2 Certificate in Contact Centre Operations (QCF) Tutor requirements All trainers delivering this qualification must be sector competent and possess relevant knowledge up to at least the level of this qualification. Centre Requirements Centres must be approved by IQ in order to offer this qualification. Page 5 of 49 IQB/0.2/117 Version /10/2012 Author CZ

6 Unit 1: Principles of personal responsibilities and working in a business environment L/601/7638 Guided Learning Hours: Unit Level: Unit Credit: Unit grid: Learning outcomes/assessment Criteria/Content Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents: 1. Know the employment rights and responsibilities of the employee and employer 1.1 Identify the main points of contracts of employment Main points of contract of employment: Covering: pay, working hours/ days, holiday, probation, notice period, sickness/ absence; form of contract: verbal/ written, permanent/ temporary etc. 1.2 Identify the main points of legislation affecting employers and employees 1.3 Identify where to find information on employment rights and responsibilities both internally and externally 1.4 Describe how representative bodies can support the employee Main points of legislation affecting employers/ employees: Equality Act 2010, Working Time Regulations 2007, Equal Pay Act 1970, National Minimum Wage Act 1998, Working Time Directive; covering pay, holidays, sickness, maternity, redundancy and discrimination on the grounds of race, gender, sexuality etc. Finding information on employment rights/ responsibilities: Internally: Human Resources, line managers, policies and procedures of organisation, terms of employment contract, handbooks, information posters, trade unions etc. Externally: Government agencies, the Department for Business, Innovation and Skills (BIS), National Archives website (for all UK legislation), the Advisory, Conciliation and Arbitration Service (ACAS), the Citizens Advice Bureau (CAB), the Work Foundation etc. How representative bodies can support the employee: Including: associations, trade unions etc.: covering: negotiating terms of employment, provision of legal services, tackling misconduct/ bullying etc. Page 6 of 49 IQB/0.2/117 Version /10/2012 Author CZ

7 2. Understand the purpose of health, safety and security procedures in a business environment 1.5 Identify employer and employee responsibilities for equality and diversity in a business environment 1.6 Explain the benefits of making sure equality and diversity procedures are followed in a business environment 2.1 Identify employer and employee responsibilities for health, safety and security in a business environment 2.2 Explain the purpose of following health, safety and security procedures in a business environment 2.3 Identify ways of maintaining a safe and secure environment in a business environment Employer/ employee responsibilities for equality and diversity: Employer: Applying policies and procedures reflecting latest legislation; Equality Act Employee: Adhering to policies and procedures; respecting others regardless of disabilities, ethnicity, gender, sexuality etc.; cultural awareness; developing working relationships. Benefits of making sure equality/ diversity procedures are followed: Stronger working relationships, happier workforce, increased productivity, varied ideas/ talents appreciated within organisation, more openness/ mutual respect with business partners/ customers of differing backgrounds, greater market share. Responsibilities for health, safety and security: Employer: Adhering to regulations and incorporating them into the policies and procedures of the organisation, risk assessments, provision of personal protective equipment, ensuring emergency procedures are practical and understood, staff are appropriately trained, safety/ security positions appointed, machinery safe to use and procedures followed etc. Employee: Taking reasonable steps to ensure own safety and that of colleagues, following the advice/ instructions of appointed safety officers/ managers etc., reporting accidents, dangerous incidents and hazards, using equipment safely in accordance with training etc. Purpose of following health, safety and security procedures: Ensuring the organisation is complying with legislation including: Health and Safety at Work Act 1974, Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995, the Control of Substances Hazardous to Health Regulations 2002, the Data Protection Act 1998 etc.; implications of not following including: accidents, loss of business/ reputation, fines, prosecutions etc.; covering: ensuring data is stored securely, the safety/ welfare of people and property, meeting the requirements of own job description/ contract of employment. Ways of maintaining a safe/ secure environment in business: Adhering to policies and procedures of organisation and legal requirements; covering: Page 7 of 49 IQB/0.2/117 Version /10/2012 Author CZ

8 3. Understand how to communicate effectively with others 4. Understand how to work with and support colleagues 5. Know how to plan own work and be accountable to others passwords, locks, data protection, identification checks, personal conduct etc. 3.1 Describe different methods of communication Methods of communication: Verbal: one-on-one meetings, group discussions, telephone, videoconferencing etc.; non-verbal: , written reports, letters, posters/ instructions; body language, facial expressions; communication can be formal or informal. 3.2 Explain how to choose the most appropriate method of communicating with others Choosing the most appropriate method of communication: Including: level of authority of the person, visual impairments, ease of access to computers, preferences of the individual, degree of urgency, appropriateness to length of message/ level of detail etc. 3.3 Describe ways of actively listening Ways of actively listening: Including: positive body language/ facial expression (smiling, nodding, using arms, open posture etc.), repeating information in acknowledgement, asking questions; avoiding: making assumptions, distractions and interruptions. 4.1 Explain the purpose of agreeing standards for own work with others 4.2 Explain the purpose of taking on new challenges and adapting to change 4.3 Explain the purpose of treating others with honesty and consideration 5.1 Explain the purpose of meeting work standards and deadlines when completing tasks Purpose of agreeing standards for own work with others: Ensuring levels of service/ organisation standards are maintained, targets are met, customers/ clients are treated consistently, employees are more aware of details of own role (so mutual support is more readily available), own limits of authority/ role are understood etc. Purpose of taking on new challenges/ adapting to change: Personal/ business development, being more competitive, variation stimulates interest/ productivity, coping with changes in sector, being able to deal with the unexpected (customer complaints, technical difficulties, new opportunities), job security etc. Purpose of treating others with honesty/ consideration: Creating an open environment, receiving reciprocal behaviour, improving productivity, acknowledging gaps in knowledge allows others to help etc.; including: peers, managers, customers, visitors etc. Purpose of meeting work standards/ deadlines when completing tasks: Improving: productivity, working relationships, consistency, organisation reputation, market share, employee confidence, career advancement; reducing: micro-management, confusion, customer/ client complaints etc. Page 8 of 49 IQB/0.2/117 Version /10/2012 Author CZ

9 5.2 Identify ways of planning own work Ways of planning own work: Updating: charts, calendars, diaries, personal targets, lists (electronic/ paper-based); including: prioritisation, methods, co-ordination with others, deadlines set by others, externally set/ regulatory requirements and contingencies. 6. Understand the purpose of improving own performance in a business environment and how to do so 7. Understand the types of problems that may occur in a business environment and how to deal with them 5.3 Compare ways of keeping other people informed about progress 6.1 Explain the purpose of continuously improving own performance in a business environment 6.2 Describe ways of improving own performance in a business environment 6.3 Identify different types of career pathways that are available 7.1 Identify the types of problems that may occur in a business environment Ways of keeping people informed of progress: Including: formally/ informally, verbally/ indirectly etc.; covering: written reports, group meetings, one-on-one discussions, phone calls, conference calls, virtual environments, s, charts, memos, lists etc. Purpose of continuously improving own performance: To improve: standards, customer/ client satisfaction, sense of personal achievement, skills set, job security/ career advancement, productivity and market share. Ways to improve own performance: Self-assessing performance, seeking feedback (from managers, colleagues, customers etc.), personal study (internet, external sources, human resources etc.) continuous professional development, attending training sessions, shadowing experienced colleagues, creating personal development plans and using all available training resources. Types of career pathways that are available: Within company/ external opportunities, further education or training courses providing access to new positions; including: administration, management, marketing, customer service, secretarial, human resources, accounting, purchasing, IT/ technical support, reception, personal assistant etc. Types of problem that may arise in a business environment: E.g. health and safety, security, conflicts of interest; inadequate amount of staff, time, training, money or resources; lack of leadership, unclear objectives/ procedures, duplication of work, deadlines, distractions; failure of equipment, IT systems and data loss; personal issues, personality clashes, conflict, staff distractions etc. 7.2 Explain ways of dealing with problems that may occur in a business environment Ways of dealing with problems that may occur in a business environment: Clarifying the problem, identifying possible solutions, implementing solutions in accordance with training, using initiative, reprioritising tasks and deferring to others if beyond own authority/ expertise. Page 9 of 49 IQB/0.2/117 Version /10/2012 Author CZ

10 7.3 Explain how and when to refer problems to relevant colleagues Referring problems to relevant colleagues: When: problems are unsolvable, require additional expertise or exceed own authority; how: identifying relevant person to refer to (colleague, supervisor, manager), in writing, urgently/ within a timescale, observing legal requirements and policies and procedures of organisation. Page 10 of 49 IQB/0.2/117 Version /10/2012 Author CZ

11 Unit 1 Guidance on Delivery and Assessment Delivery This unit is about understanding employment rights; health, safety and security; how to work with others and how to manage and improve own work in a business environment. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including: Question and answer test Multiple choice questions Question and answer verbal (ensure records are kept) Essay Other Links This unit is based upon the NOS for Business & Administration. Page 11 of 49 IQB/0.2/117 Version /10/2012 Author CZ

12 Unit 2: Principles of providing administrative services R/601/7639 Guided Learning Hours: Unit Level: Unit Credit: Unit grid: Learning outcomes/assessment Criteria/Content Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents: 1. Understand how to make and receive telephone calls 1.1 Describe the different features of telephone systems and how to use them 1.2 Describe how to follow organisational procedures when making and receiving telephone calls 1.3 Explain the purpose of giving a positive image of self and own organisation 2. Understand how to handle mail 2.1 Explain the purpose of correctly receiving, checking and sorting incoming and outgoing mail or packages 2.2 Identify different internal and external mail services available to organisations Features of telephone systems and how to use them: Covering: switchboards, extension numbers, speed dials, mobiles/ landlines, transfers, automatic services, conference calls, virtual meetings, call holding, answer phones, logs etc. Following organisational procedures when making/ receiving telephone calls: Including: standard phrases, remaining polite, identifying the caller s identity and purpose of call, not divulging confidential information; muting, transferring, taking messages/ offering apologies for unavailable colleagues; calling correct branches, departments and personal extension numbers of other organisations, having purpose of call/ key questions to hand before making call etc. Purpose of giving positive image of self/ own organisation: To stimulate interest, reciprocal viewpoints and relationship-building; improving customer satisfaction, retention and acquisition; greater market share, productivity, long-term prospects and profit margins. Purpose of correctly receiving, checking, sorting of mail/ packages: Saving time, reducing costs, ensuring items reach the correct recipients on time, preventing breaches of confidentiality, prioritising, recording damage, maintaining employee/ client satisfaction etc. Different mail services available to organisations including: Internal: Memos, message boards, , transfers, permissions, routing slips, internal envelopes etc. External: Tracking, courier services, recorded/ special deliveries, Royal Mail/ delivery companies etc. Page 12 of 49 IQB/0.2/117 Version /10/2012 Author CZ

13 3. Understand how to use different types of office equipment 4. Understand how to keep waste to a minimum in a business environment 2.3 Describe the methods of calculating postage charges for mail or packages Methods of calculating postage charges for mail/ packages: Use of franking machines, service providers information, scales, stamps, calculations etc.; covering weight, distance (national/ overseas), size, class, insurance, recorded delivery, packaging, wrapping, protection etc. 3.1 Identify different types of equipment and their uses Types of equipment and their uses: Covering: electronic equipment (computers, calculators, printers, scanners, photocopiers, fax machines, telephones, laminators, shredders, bespoke hardware), manual equipment (guillotines, stationery); uses: communication, waste disposal/ data destruction, presentation, record-keeping, copying etc. 3.2 Explain the purpose of following manufacturer s instructions when using equipment 3.3 Explain the purpose of keeping equipment clean, hygienic and ready for the next user 4.1 Explain why waste should be kept to a minimum in a business environment 4.2 Identify the main causes of waste that may occur in a business environment 4.3 Identify ways of keeping waste to a minimum in a business environment Purpose of following manufacturer s instructions when using equipment: Reducing likelihood of damage, preventing loss of warranty if damage occurs, increasing lifetime of equipment, maintaining efficiency, ensuring safety, reducing waste, building strong customer reputation, knowing who to report faults to (as stated in the instructions) etc. Purpose of keeping equipment clean, hygienic and ready for next user: To receive reciprocal behaviour, strengthening relationships, saving time of others, improving the work environment and increasing productivity. Why waste should be kept to a minimum in a business environment: Including: paper, electricity, ink, stationery; reasons: to observe legal requirements, policies and procedures of organisation, maintain reputation with customers, reduce costs and environmental damage, improve efficiency, create additional office space and keep the work area safe. Main causes of waste in a business environment: Inadequate training, time constraints, distractions, indifference, limited knowledge and uncontrolled use/ ordering of stock. Keeping waste to a minimum: E.g. printing double-sided, in black-and - white and draft quality if possible; turning off lights, using natural light if available; preference for s over letters; recycling paper/ folders; reuse of resources; training staff; limiting/ regulating stock budget and orders; following manufacturer s procedures and best practice etc. Page 13 of 49 IQB/0.2/117 Version /10/2012 Author CZ

14 5. Know how to make arrangements for meetings 6. Understand procedures for organising travel and accommodation arrangements 7. Understand diary management procedures 5.1 Identify different types of meetings and their main features 5.2 Identify the sources and types of information needed to arrange a meeting Types of meetings and main features: Formal/ informal, scheduled/ unplanned, one-on-one/ in group; including: appraisals, agreeing actions, follow-ups, disseminating information, note-taking, chairing, presentations, discussion points, agendas, reviewing previous minutes, taking breaks etc. Sources/ types of information to arrange a meeting: Purpose, aims, agenda, attendees, venue, date, time, catering, power points, projectors, furniture, charts, name cards and hand-outs. 5.3 Describe how to arrange meetings How to arrange meetings: Booking the venue, inviting attendees, estimating costs, confirming who can attend, ensuring adequate access, parking facilities and fire drill procedures, checking dietary requirements, circulating agendas, requesting additional discussion points, providing directions, transport links and recommending accommodation in the area, printing off correct quantity of hand-outs etc. 6.1 Explain the purpose of confirming instructions and requirements for business travel and accommodation 6.2 Outline the main types of business travel or accommodation arrangements that may need to be made and the procedures to follow 6.3 Explain the purpose of keeping records of business travel or accommodation arrangements 7.1 Explain the purpose of using a diary system to plan activities 7.2 Identify the information needed to maintain a diary system Purpose of confirming instructions/ requirements for business travel and accommodation: Convenience of attendees, keeping costs under control and ensuring punctual arrival. Types of business travel/ accommodation arrangements to be made and procedures to follow: Including: booking transport/ venues, collecting tickets, checking parking facilities, availability of travel information, ensuring flexibility/ contingencies; unique requirements for transport (public/ private, driving/ flying, international, accessibility etc.) and venue (owned by own organisation, rented rooms, hotels etc.). Purpose of keeping records of business travel/ accommodation arrangements: For ease when making future arrangements, to monitor quality/ costs and be aware of where staff are going; covering: used tickets, confirmations, booking records and receipts. Purpose of using a diary system to plan activities: Including: hard copies/ online systems; purpose: ease of updating, co-ordinating with colleagues, avoiding clashes, selecting venues/ virtual meetings etc. Information needed to maintain a diary system: Planned events, changes, alternatives, cancellations; including: dates, times, durations, locations, attendees, priorities, clashing commitments, confidentiality etc. Page 14 of 49 IQB/0.2/117 Version /10/2012 Author CZ

15 8. Understand the purpose of delivering effective customer service and how to do so 9. Understand the purpose of reception services and how to follow reception procedures 8.1 Contrast the differences between internal and external customers in a business environment 8.2 Explain why customer service should meet or exceed customer expectations 8.3 Identify the purpose and ways of building positive relationships with customers 8.4 Identify how customers demonstrate their own needs and expectations 9.1 Describe the purpose of the receptionist role as the first point of contact between the public / client and an organisation 9.2 Explain how to present a positive image of self and the organisation and the purpose of doing so Internal customers: Other departments/ branches in own organisation, managers, supervisors, co-workers and subordinates. External customers: The public, different companies, regular/ potential clients. Differences: Level of formality, expectations, familiarity, methods of communication etc. Why customer service should meet/ exceed expectations: To allow for higher quality of service than competitors, improves reputation, strengthens customer retention, encourages wider range of purchasing from existing customers and new customers to join, reduces waste of time/ resources on complaints, increases turnover etc. Purpose and ways of building positive relationships with customers: Including: consistent approach, active listening, friendly body language, making customers feel valued, responding to requests promptly, using initiative, volunteering information/ support, offering choice, asking questions to help identify customer needs, taking complaints seriously and following policies and procedures of organisation; positive impact upon: volume of sales, competitiveness, turnover. How customers demonstrate their own needs/ expectations: Directly through the questions they ask and body language, via questionnaires, comment forms, recommendations, online forums, word-of-mouth etc. Purpose of the receptionist role as the first point of contact: Giving a positive first impression, greeting visitors, clarifying who they are and their needs, disseminating information, accessing databases, answering queries, resolving/ recording complaints and providing channels of communication. Presenting a positive image of self/ organisation and the purpose of doing so: Including: appearance, body language, tidiness of customer-facing area, being empathetic and welcoming, responding to queries promptly, passing on messages to correct people, avoiding talking of organisation in a negative way etc. Page 15 of 49 IQB/0.2/117 Version /10/2012 Author CZ

16 9.3 Explain how to carry out entry, departure, security and confidentiality procedures in a reception area Carrying out entry, departure, security and confidentiality procedures in reception area: Including: policies and procedures of organisation, locking up, switching on/off alarms and lights, getting visitors to sign in, issuing identification badges and escorting them, making transport arrangements, defusing disagreements, maintaining confidentiality and data destruction, keeping computer screens/ work areas off limits and placing warning signs for faults/ hazards etc. Page 16 of 49 IQB/0.2/117 Version /10/2012 Author CZ

17 Unit 2 Guidance on Delivery and Assessment Delivery This unit is about the knowledge and understanding needed to complete core administrative tasks in a business environment, including using office equipment, handling mail, using telephone equipment, minimising waste, providing reception services and effective customer service. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including: Question and answer test Multiple choice questions Question and answer verbal (ensure records are kept) Essay Other Links This unit is based upon the NOS for Business & Administration. Page 17 of 49 IQB/0.2/117 Version /10/2012 Author CZ

18 Unit 3: Principles of managing information and producing documents J/601/7640 Guided Learning Hours: Unit Level: Unit Credit: Unit grid: Learning outcomes/assessment Criteria/Content Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents: 1. Understand the purpose of information technology in a business environment 2. Understand how to manage electronic and paper based information 1.1 Identify different types of information technology that may be used for work tasks 1.2 Outline the benefits of using information technology for work tasks 2.1 Explain the purpose of agreeing objectives and deadlines for researching information 2.2 Identify different ways of researching, organising and reporting information Types of information technology: Hardware: computers, telecommunications systems, printers and bespoke hardware; software: Spreadsheets, Word, PowerPoint, social media, websites, databases, accounting, , calendars and bespoke software. Benefits of using information technology for work tasks: Including: reduced time scales, automated tasks are less labour intensive, greater compatibility with other organisations/ departments, reductions in cost/ paper waste, standardisation allows for professional image, greater geographical reach of business, information more readily available/ easier to archive, Spreadsheets provide accurate calculations etc. Purpose of agreeing objectives/ deadlines for researching information: Streamlining work of the team, colleagues can co-ordinate, saving time, reducing errors/ duplication and ensuring useful information is recorded. Researching: Internet, databases, surveys, articles, conversations and phone, consulting experts etc. Organising: Ordering in importance, chronologically, alphabetically; ease of access, professional presentation, in accordance with policies and procedures of organisation. Reporting information: Electronic/ written reports, summaries, PowerPoint presentations, hand-outs, databases. Page 18 of 49 IQB/0.2/117 Version /10/2012 Author CZ

19 3. Understand the purpose of producing documents that are fit-for-purpose 4. Know the procedures to be followed when producing documents 2.3 Describe procedures to be followed for archiving, retrieving and deleting information, including legal requirements, if required 2.4 Explain why confidentiality is critical when managing information 3.1 Identify reasons for producing documents that are fit-forpurpose 3.2 Describe different types and styles of documents and when they are used 4.1 Identify reasons for agreeing the purpose, content, layout, quality standards and deadlines for the production of documents 4.2 Describe ways of checking finished documents for accuracy and correctness, and the purpose of doing so 4.3 Explain the purpose of confidentiality and data protection procedures when preparing documents Procedures to be followed for archiving, retrieving and deleting information: Observing policies and procedures of organisation and legal requirements; covering: restricted access/ specific reasons for retrieval, time scales for holding information, method of storage, cataloguing, back-up copies etc. Why confidentiality is critical when managing information: Observing requirements of the Data Protection Act (1998) and policies and procedures of organisation; to prevent unauthorised disclosure of personal information. Reasons for producing documents that are fit-for-purpose: Strengthens reputation/ relationships with clients, reduces complaints and time spent correcting mistakes. Types/ styles of documents and when they are used: Including: reports, letters, minutes, contracts, invoices, guidelines, policies and procedures etc.; used for standardising practices, circulating information internally/ externally to organisation, reaching agreements etc. Reasons for agreeing purpose, content, layout, quality standards and deadlines for production of documents: So they are intelligible, meet regulatory requirements, reach recipients on time, include correct and complete information etc. Ways of checking finished documents for accuracy/ correctness and purpose of doing so: Including: standardisation, formatting, automatic spell-checking, manual proof reading, visual checks and test runs for suitability of instructions/ manuals. Purpose of confidentiality/ data protection procedures when preparing documents: Observing the Data Protection Act (1998) and policies and procedures of organisation; covering: secure storage of documents, nature of information included, who should have access; repercussions of not adhering to procedures: loss of personal data, damage to business, prosecution etc. Page 19 of 49 IQB/0.2/117 Version /10/2012 Author CZ

20 4.4 Compare different types of documents that may be produced from notes and the formats to be followed 4.5 Explain the procedures to be followed when preparing text from notes Types of documents that may be produced from notes and formats to be followed: Formal/ informal, external/ internal, handwritten/ electronic; covering: templates, layout, font, language, addresses, imagery, contents pages etc. Procedures to follow when preparing text from notes: Including: clarity, intelligibility, layout, removing errors/ duplication, formatting, deadlines who preparing text, accessibility and safe storage etc. Page 20 of 49 IQB/0.2/117 Version /10/2012 Author CZ

21 Unit 3 Guidance on Delivery and Assessment Delivery This unit is about the knowledge needed to manage information and produce documents, including, organising and researching information, and producing and storing documents. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including: Question and answer test Multiple choice questions Question and answer verbal (ensure records are kept) Essay Other Links This unit is based upon the NOS for Business & Administration. Page 21 of 49 IQB/0.2/117 Version /10/2012 Author CZ

22 Unit 4: Principles of supporting change in a business environment L/601/7641 Guided Learning Hours: Unit Level: Unit Credit: Unit grid: Learning outcomes/assessment Criteria/Content Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents: 1. Understand why change happens in a business environment 2. Understand the purpose of supporting change in a business environment 3. Understand how to respond to change in a business environment 1.1 Explain reasons for change in a business environment Reasons for change in a business environment: Including: legislation (environmental, industrial relations etc.), sector restructuring, mergers, economic growth/ decline, customer trends/ perceptions, technological innovation, relocation, management (new objectives, personalities etc.), expansion/ reduction of product range, media reports, new competitors, overseas markets etc. 2.1 Identify reasons for reviewing working methods, products or services 2.2 Describe types of support that people may need during change Reasons for reviewing working methods, products or services: To adapt to changes listed in assessment criteria 1.1; to allow for constant improvements, checking for consistent standards, ensuring methods are up-to-date, relevant and fit-for-purpose, meeting requirements of clients/ customers etc. Types of support people need during change: Guidance, further training, mentoring, feedback, reassurance and financial/ logistical assistance. 2.3 Explain the benefits of working with others during change Benefits of working with others during change: Keeping up-to-date, coordinating activities, maintaining a friendly working environment, delegating workload appropriately, providing motivation, sharing techniques and knowledge. 3.1 Explain the purpose of responding positively to changes in working methods, products or services Purpose of responding positively to changes in working methods, products or services: To motivate self and others, ensure the changes cause the minimal amount of disruption and because changes will always occur. Page 22 of 49 IQB/0.2/117 Version /10/2012 Author CZ

23 3.2 Identify ways of responding positively to change Ways of responding positively to change: Viewing change as a learning opportunity, accepting and adapting to changes, solving associated difficulties, being open to new ideas, making further suggestions for change etc. Page 23 of 49 IQB/0.2/117 Version /10/2012 Author CZ

24 Unit 4 Guidance on Delivery and Assessment Delivery This unit is about the reasons for change in working methods, products or services in a business environment and the knowledge and understanding needed to support change in a positive way. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including: Question and answer test Multiple choice questions Question and answer verbal (ensure records are kept) Essay Other Links This unit is based upon the NOS for Business & Administration. Page 24 of 49 IQB/0.2/117 Version /10/2012 Author CZ

25 Unit 5: Principles of supporting business events R/601/7642 Guided Learning Hours: Unit Level: Unit Credit: Unit grid: Learning outcomes/assessment Criteria/Content Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents: 1. Understand how to support the organisation of a business event 2. Understand the purpose of displaying professional and helpful behaviour whilst supporting a business event and how to do so 1.1 Describe the range of support activities that may be required when organising a business event 1.2 Identify ways of providing support before, during and after a business event 2.1 Explain the purpose of displaying professional and helpful behaviour when supporting a business event 2.2 Describe ways of exhibiting professional and helpful behaviour whilst supporting a business event Support activities that may be required when organising a business event: Preparing hand-outs/ documentation, sending invitations, chasing up RSVPs, booking venues, planning timetables and agendas and allocating responsibilities; event including: trade fairs, management/ team meetings, forums, receptions, lectures etc. Ways of providing support for business events: Before: Circulating agendas and invitations, preparing equipment/ resources, advertising the event, booking venues/ catering and clarifying requirements of delegates. During: Welcoming arrivals, minute taking, handing out resources/ spares, directing delegates to correct rooms/ facilities, registering arrivals, serving refreshments, providing name badges and notifying delegates of health and safety/ evacuation procedures. After: Booking taxis for delegates, tidying/ cleaning, returning equipment/ resources, seeking feedback (verbal/ questionnaires), typing up notes and circulating outcomes/ follow-up actions. Purpose of displaying professional/ helpful behaviour when supporting a business event: Strengthening reputation of organisation, encouraging positive outcome of event, return of those invited and further business. Ways of exhibiting professional/ helpful behaviour whilst supporting a business event: Including: dress code, greeting visitors, answering questions, offering advice/ directions to rooms, providing spare documents, friendly body language and deferring major issues to senior colleagues. Page 25 of 49 IQB/0.2/117 Version /10/2012 Author CZ

26 3. Understand how to deal with problems encountered when supporting a business event 3.1 Identify the types of problems that may occur when supporting a business event 3.2 Identify ways of dealing with problems when supporting a business event Problems that may occur when supporting a business event including: Delegates: lateness, failure to turn up/ turning up unexpected, complaints, special requirements; facilities: equipment faults, double-booked venues, shortages of refreshments; colleagues: attendance, disagreements over how to provide support etc. Dealing with problems when supporting a business event: Including those in assessment criteria 3.1; covering: ensuring equipment works in advance, managers/ organisers are readily contactable if urgent, using venue facilities to prepare extra documents, contacting latecomers etc. Page 26 of 49 IQB/0.2/117 Version /10/2012 Author CZ

27 Unit 5 Guidance on Delivery and Assessment Delivery This unit is about the ways in which event support can be provided and the types of problems that may occur when organising a business event. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including: Question and answer test Multiple choice questions Question and answer verbal (ensure records are kept) Essay Other Links This unit is based upon the NOS for Business & Administration. Page 27 of 49 IQB/0.2/117 Version /10/2012 Author CZ

28 Unit 6: Principles of maintaining stationery stock Y/601/7643 Guided Learning Hours: Unit Level: Unit Credit: Unit grid: Learning outcomes/assessment Criteria/Content Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents: 1. Understand why stationery stock needs to be available 2. Understand how to maintain stationery stock levels 1.1 Explain the purpose of making sure stationery stock is maintained and controlled 1.2 Describe factors that may affect the future level of demand for stationery stock 1.3 Explain the purpose of making sure value for money is obtained when ordering stock 2.1 Describe how to order, receive, store and dispose of stationery items 2.2 Explain how to carry out a stock-take of stationery stock items Purpose of making sure stationery stock is maintained/ controlled: Reducing costs, avoiding unnecessary delays to projects, monitoring against theft/ damage, removing obsolete stock, ensuring procedures and health and safety requirements are observed. Factors that may affect future level of demand for stationery stock: Staff turnover, new technologies, procedures, products and branding, changing customer demands and legislation. Purpose of making sure value for money is obtained when ordering stock: Saving money, buying for best quality/ quantity possible, selecting stock which is sturdy, long-lasting and reliable, utilizing existing resources, being more competitive etc. Ordering, receiving, storing and disposing of stationery items: Including: quantities, approved suppliers, contacts, budget limitations, timescales, re-order levels, maximum levels, delivery addresses, prices, delivery notes, invoices, damage/ incorrect items, returns, access for staff, safe storage, handling procedures, labels, lines of authority, data protection when disposing of information, recycling, up-dating inventory lists to meet new requirements of staff etc. How to carry out stock-take of stationery stock items: Including: manual/ automatic checks, up-dating lists, clarifying reasons for requiring new stock, protection against theft/ damage, limiting/ expanding flexibility on new purchases, checking against inventories, ensuring accuracy etc. Page 28 of 49 IQB/0.2/117 Version /10/2012 Author CZ

29 Unit 6 Guidance on Delivery and Assessment Delivery This unit provides learners with an understanding of how to maintain stationery stock. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including: Question and answer test Multiple choice questions Question and answer verbal (ensure records are kept) Essay Other Links This unit is based upon the NOS for Business & Administration. Page 29 of 49 IQB/0.2/117 Version /10/2012 Author CZ

30 Unit 7: Principles of working in the Public Sector K/602/1535 Guided Learning Hours: Unit Level: Unit Credit: Unit grid: Learning outcomes/assessment Criteria/Content Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents: 1. Know the features of the public sector 1.1 Identify the types of organisations that operate within the public sector 2. Understand how the public sector is structured 1.2 Identify the main differences between types of organisations that operate within the public sector 1.3 Describe the aims of a chosen public sector organisation and the wider objectives of the public sector 1.4 Identify how local and central government work together to provide public services 1.5 State the major differences between the public, private and not-for profit sectors 1.6 Identify the key areas of legislation relating to a chosen public sector organisation 2.1 Describe the organisational structure of a chosen public sector organisation Types of organisations operating within public sector: State-owned companies, government departments, the Civil Service, regulatory bodies, councils, emergency/ uniformed services, Inland Revenue etc. Differences between types of organisation within public sector: Including: geographical reach, scale, lines of authority, sources of funding etc. Aims of a public sector organisation and wider objectives of the public sector: Profit motives, public service, social/ environmental goals, implementing government policies, protecting the vulnerable, etc. How local/ central government work together to provide public services: Including: law enforcement, transportation, health and social care, schooling, conservation etc. Differences between public, private and not-for-profit sectors: Including: funding sources, profit motives, social/ environmental goals, status (charitable/ registered business), voluntary/ paid workforce, communityorganised etc. Key areas of legislation relating to chosen public sector organisation: The National Archives website lists all UK legislation; including: the Human Rights Act 1998, Equality Act 2010, Data Protection Act 1998, Working Time Directive, Health and Safety at Work Act 1974 etc. Organisational structure of chosen public sector organisation: Levels: national, regional, local; governance: central, devolved, indirect; personnel: uniformed services, customer face/ back office, legal teams etc. Page 30 of 49 IQB/0.2/117 Version /10/2012 Author CZ