Vocational Qualification in Business and Administration

Transcription

1 Tampere Vocational College Qualification Specific Part of the Curriculum Vocational Qualification in Business and Administration, 180 cr Study Programme in Customer Services and Sales Study Programme in Accounting and Office Services Vocational Qualification in Business and Administration Approved by Local Board for Vocational Skills Demonstrations xx.xx.20xx Head of Vocational Education and Training , 139 Period of validity: effective until further notice 1

2 Introduction The Structure of the Vocational Qualification in Business and Administration Progression and timing of studies Individual study plan Vocational skills requirements Customer service Sales support services Support services for international trade Profitability planning Planning and implementation of marketing communication activities Entrepreneurship Compulsory modules Customer service Implementation of Skills Demonstration and Assessment of the Module Support services for international trade Implementation of Skills Demonstration and Assessment of the Module Sales support services Implementation of Skills Demonstration and Assessment of the Module Entrepreneurship Implementation of Skills Demonstration and Assessment of the Module Planning and implementation of marketing communication activities Implementation of Skills Demonstration and Assessment of the Module Profitability planning Implementation of Skills Demonstration and Assessment of the Module Core subjects Free-choice modules Organising events 2 cr

3 4.2 Vocational skills development 1-10 cr Modules providing advanced individual vocational competence Briefing teachers and students on the new curriculum Annex Objectives of the Vocational Qualification in Business and Administration The structure of the Vocational Qualification in Business and Administration Key competences for lifelong learning Assessment Qualification specific health requirements Education and training at Tampere Vocational College Tredu Introduction The curriculum regulates and directs the education offered by Tampere Vocational College Tredu and all other activities closely related to it. The curriculum is based on the requirements for vocational qualifications, which is a regulation rendered by the Finnish National Board of Education to the education provider. The curriculum of Tampere Vocational College Tredu consists of the common part for all the fields of vocational education and training and qualification specific part of the curriculum as well as plans on how to arrange the teaching of core subjects. The design and implementation of teaching is based on personal growth in competence. The qualification specific part of the curriculum describes e.g. sector specific working environment, requirements and learning needs, local vocational needs in Pirkanmaa, cooperation with working life, the structure of the qualification and the ways a student can achieve the vocational skills requirements and objectives. The confirmed qualification specific part of the curriculum of Tampere Vocational College Tredu will be issued on the Internet and on the home page of the student administration-program wilma.tredu.fi. 3

4 1 The Structure of the Vocational Qualification in Business and Administration The Vocational Qualification in Business and Administration is made up of vocational modules, core studies as well as free-choice modules. Furthermore, it must be possible to include more qualification modules, which expand the scope of a qualification, when necessary in order to meet sector specific working life requirements or local vocational needs and to enrich the candidate s vocational skills. 1.1 Progression and timing of studies The following table shows the progression and timing of the vocational and free-choice modules and the core subjects. Languages are offered every other year to insure the student s possibility to choose a foreign language to his/her qualification. Study year Customer Service (30cr) Core Subjects (35cr) Sales Support Services (30cr) Entrepreneurship (15cr) Support Services in International Trade (30cr) Planning and Implementation of Marketing Activities (15cr) 1st 2nd 3rd Profitability Planning (15cr) 8 7 Free-Choice Modules (10cr) 1 9 Total (180 cr) cr Vocational modules (Grading according to the national core curriculum) cr Customer service 1year 2year 3year 23 cr Introduction to customer service cr Customer service in practice (On-the-job learning) cr Sales support services 15cr Sales support services 8 7 4

5 15cr Sales support services in practice (On-the-job learning) cr Support services for international trade 3cr Support services for international trade 23 5cr 7 International trade in practice (On-the-job learning) cr Entrepreneurship 15 cr Entrepreneurship cr Planning and implementation of marketing communication activities 8cr 7cr Planning and implementation of marketing communication activities Marketing communications in practice (On-thejob learning) cr Profitability planning 15cr Profitability planning cr Core subjects cr Free-choice modules Totall Individual study plan Individual study plan supports students career planning and develops their abilities in self-assessment. It is based on a student s own study planning, individual choices, progress of studies and assessment of learning. The student is guided in preparing his/her own indivual study plan. The main goal is to draw up a plan the student can commit to and feel motivated by throughout the studies. However, the student has a right to make individual choices in his/her studies and, therefore, the student can update the study plan throughout the education offered. The student and the teacher of the group together sign the individual study plan. The student has a possibility to create his/her qualification using different study paths based on his/her own objectives, prior education or career. 5

6 1.3 Vocational skills requirements Customer service The student manages service situations in which he/she prepares service situations, looks after the work environment, serves external and internal customers, uses language skills in serving the customer, arranges after-care for service situations, carries out office tasks associated with customer service, and determines the profitability of the activity Sales support services The student serves internal and external customers and sells, acts as a support in their service or sales unit and participates in implementing internal communications and customer communications Support services for international trade The student participates in managing the order or delivery processes in international trade when he/she carries out practical tasks related to order or delivery processes, orders transportation, prepares import or export documents and customs documents, makes calculations related to costs, and draws up statistics, reports and official submissions Profitability planning The student serves the office s external and internal customers so that he/she manages one of the following sub-sections of financial management: recording ordinary business transactions in the accounts, calculating a normal salary to be paid, invoicing, managing the sales ledger and payment requests or managing the purchase ledger Planning and implementation of marketing communication activities The student participates in drawing up product or customer responsibility activities or a campaign plan, participates in project preparation and implementation, carries out follow-up actions for the project and monitors the result of the activities or campaign Entrepreneurship As a part of a team, the student assesses productisation opportunities and the operating opportunities of a planned business, specifies a profitable business idea and a mission statement, draws up preliminary business and financial plan, sets up a business, plans and starts business operations, works in the business and carries out its core tasks as an entrepreneur, and, at the end of the module, closes down the business or continues as an entrepreneur. The student participates in maintaining the e-commerce platform, monitors the competitive situation and trends within a sector, serves e-commerce customers and takes care of follow-up actions related to payments and deliveries. 6

7 Skills Demonstration Module 2 Compulsory modules 2.1 Customer service Vocational skills requirements prepares and manages service situations looks after the work environment serves external and internal customers uses languages skills in serving the customer arranges after-care for service situations carries out office tasks associated with customer service determines the profitability of the activity. CORE CONTENT OF THE MODULE Diverse learning environments are used in teaching. The studies cover the following themes: the basics of customer service, different stages of service situations, office work, and background knowledge and skills needed in customer service. In addition, the module contains on-the-job learning period of 7 credits. ASSESSMENT OF LEARNING Each study period is evaluated with the grade completed (S) / uncompleted (T). If the study period continues (to the next period or year), the learning is evaluated with the grade J (continuing). J requires that the student has proceeded according to the plan. During the study period, the teacher gives continuous feedback on what the student already knows and what still needs to be learned. The purpose of this is to encourage and motivate students. ASSESSMENT OF COMPETENCE (= basis for assessing the module s grade) Skills in vocational modules are assessed using a skills demonstration and other ways of assessing competence. During on-the-job learning, the student performs a skills demonstration as part of the Customer service-module (assessment according to the three levels of vocational skills requirement criteria 1-3). 7

8 1 Customer Service 30 cr Implementation of Skills Demonstration and Assessment of the Module Preparing for skills demonstration During on-the-job learning, students will demonstrate their vocational skills. Before skills demonstration, the student has to produce a written plan under the supervision and guidance of the mentor and the teacher. The plan has to be approved by the mentor at the workplace and the teacher. Method of implementation Students demonstrate their language skills, as well as the language related to the service situation. The authentic environment for skills demonstration can be a shop, an office, a bank, or insurance company, information desk, storage, etc. Work is performed to such an extent that vocational skills required can be fulfilled. If necessary, the skills demonstration can be given in an educational institution. Assessment and competence in skills demonstration Mastering the work process in its entirety Mastering the work method, equipment and material in their entirety Criteria o o o customer service in accordance with the guidance of business or organisation the regulations and contracts affecting work and service situation completing the necessary calculations on a service situation doing the office tasks related to the service situation o Key competences for lifelong learning altogether. Other assessment of competence affecting the module s grade If the required skills and qualifications cannot be demonstrated, other assessment of competence such as interviews, assignments and other reliable methods will be used. In particular, if the skills demonstration does not entirely cover the situation of the service required, it is necessary to use the evaluation materials gathered from the completed courses (such as Customer service in office and Customer service background and skills). How skills demonstration is graded Grading assessment is in the form of discussion in the presence of the student, the teacher and / or the workplace mentor. The final grade is decided by the teacher and / or the workplace mentor. Other competence affecting the final grade Underpinning knowledge, vocational language skills are assessed in the subject, Customer service, background and skills. Vocational language skills must be graded (PASS S-mark) and completed before the assessment of entire module is made. Module s final grade The final grade is based on the skills demonstration grade and other assessment of competence. Skills demonstration examiners Qualified professional teacher in the field Qualified work place mentor with know-how in the subject and willingness to develop one s own evaluation skills. The plan has been addressed by the Advisory Council of Business and Administration and Information and Communications Technology xx.xx.20xx. Approved by the Local Board for Vocational Skills Demonstrations xx.20xx. Effective xx until further notice. 8

9 TARGETS OF ASSESSMENT 1. Mastering the work process Planning one s own work ASSESSMENT CRITERIA Satisfactory 1 Good 2 Excellent 3 prepares their work under guidance plans and prepares their work in plans and prepares their work on their own in accordance with the company s or accordance with the company s or initiative in accordance with the company s or organisation s instructions organisation s instructions organisation s instructions Mastering work entity observes, under instructions, the laws observes the laws and reguand regulations that apply to their field lations that apply to their field observes the laws and regulations that apply to their field observes employment law and the collective agreement for their field, works in accordance with the responsibilities and duties of employees and employers works under guidance in the different stages of customer service in accordance with the instructions and objectives of the company or organisation observes employment law and the collective agreement for their field, works in accordance with the responsibilities and duties of employees and employers observes employment law and the collective agreement for their field, works in accordance with the responsibilities and duties of employees and employers works mainly independently in works according to the plan in the different the different stages of customer stages of customer service, adjusting to the service demands of the situation in accordance with the plan drawn up asks for advice when uncertain asks for advice in new situations does the work they are responsible for, does the work they are but requires guidance from time to responsible for time works according to their level of authority works responsibly and takes the next work stages and the other employees into account in their work High-quality operation Effective and productive work works under guidance in accordance with the organisation s quality and sustainable development objectives works in accordance with the organisation s quality and sustainable development objectives works effectively under guidance taking works cost-effectively and the time and other resources avail- productively taking the time able into account and other resources available into account under guidance, promotes customer relationships in their work promotes long-lasting customer relationships in their work works in accordance with the organisation s quality and sustainable development objectives works cost-effectively and productively taking the time and other resources available into account promotes continuity of operations and longlasting customer relationships in their work Assessment and development of their own work Looking after one s occupational well- being assesses their work and its results under guidance and works in accordance with feedback received works to promote their functional and working ability. assesses their work and its results and alters the way they work in accordance with feedback received works to maintain healthy habits as well as their functional and working ability. assesses their work and its results and develops the way they work works independently to maintain healthy habits as well as their functional and working ability. 9

10 TARGETS OF ASSESSMENT 2. Mastering the work method, equipment and material ASSESSMENT CRITERIA Satisfactory 1 Good 2 Excellent 3 Use of the working methods and equipment in familiar situations, uses the main work and communications tools and materials safely in accordance with the instructions of the company or organisation uses the main work and communications tools and materials safely in accordance with the instructions of the company or organisation selects appropriate work and communications tools and materials as well as uses them safely in changing work situations or in accordance with the company s or organisation s and manufacturer s instructions under guidance, uses the main tools for their work at the A class driving licence level. uses the main tools for their work at the A class driving licence level. uses the work tool programmes at the A class driving licence level. TARGET OF ASSESSMENT 3. Underpinning knowledge Preparations ASSESSMENT CRITERIA Satisfactory 1 Good 2 Excellent 3 under guidance, utilises information about, for example, products, services, utilises information about, for example, products, services, competitive situations, utilises and continuously updates their information about, for example, products, services, competitive situations, campaigns and customer groups and competitive situations, campaigns and customer groups other interest groups campaigns and customer groups Looking after the work environment under guidance, looks after the functioning of the work environment looks after the functioning of the work environment and keeps it pleasant, taking the instructions of the company or organisation into consideration takes the initiative in looking after the functioning of the work environment and keeps it pleasant, taking the instructions of the company or organisation into consideration with guidance, determines the determines the working working community s rules and community s rules and the the working methods applicable working methods applicable to to their work their work determines the working community s rules and the working methods applicable to the working community 10

11 Customer service with guidance, serves customers serves customers according to the according to the company s or company s or organisation s organisation s service concept or service concept or instructions instructions serves customers according to the company s or organisation s service concept or instructions in changing circumstances observes the prevailing laws and observes the prevailing laws and agreements in familiar service agreements in ordinary service situations situations works as required by the responsibilities and duties for employers and employees and by the labour or working agreements for the field works as required by the responsibilities and duties for employers and employees and by the labour or working agreements for the field observes the prevailing laws and agreements in changing service situations works as required by the responsibilities and duties for employers and employees and by the labour or working agreements for the field under guidance, respond to customer s ordinary written enquiries responds to customer s ordinary written enquiries serves customers in writing too using language that is appropriate to the context and medium takes and passes on ordinary, work-related messages takes and passes on work- related messages to the correct person takes and passes on work- related messages to the correct person, taking the importance and urgency of the matter into account Managing after-care carries out agreed upon aftercare activities according to the instructions of the company or organisation in familiar service situations carries out agreed upon after-care activities according to the instructions of the company or organisation in ordinary service situations carries out agreed upon after-care activities according to the instructions of the company or organisation in changing service situations Managing office work under guidance, produces documents according to the instructions of the company or organisation using work tool programs produces documents according to independently produces the instructions of the company or documents according to the organisation using work tool instructions of the company or programs organisation using work tool programs carries out frequently repeated carries out ordinary calculations in carries out the calculations calculations in a service situation a service situation required by the service situation with guidance, processes documents in accordance with the instructions of the company or organisation processes, saves and deletes processes, saves and deletes documents in accordance with the documents independently and in instructions of the company or accordance with the instructions organisation checking that the of the company or organisation action has been performed correctly under instructions, maintains work-related registers, for example customer files maintains work-related registers in accordance with the instructions of the company or organisation independently looks after workrelated registers in accordance with the instructions of the company or organisation observes the company s instructions related to data security in producing, processing and archiving documents and in maintaining registers observes the company s instructions related to data security in producing, processing and archiving documents and in maintaining registers observes the company s instructions related to data security in producing, processing and archiving documents and in maintaining registers 11

12 under instructions, participates in producing reports and statistics produces work-related reports, statistics and accounts in accordance with the instructions of the company or organisation produces work-related accounts, reports and statistics and looks after their maintenance in accordance with the instructions of the company or organisation with guidance, processes documents in accordance with the instructions of the company or organisation processes, saves and deletes processes, saves and deletes documents in accordance with the documents independently and in instructions of the company or accordance with the instructions organisation checking that the of the company or organisation action has been performed correctly under guidance, maintains workrelated registers, for example in accordance with the maintains work-related registers customer files instructions of the company or organisation independently looks after workrelated registers in accordance with the instructions of the company or organisation observes the company s instructions related to data security in producing, pro- cessing and archiving documents and in maintaining registers observes the company s instructions related to data security in producing, processing and archiving documents and in maintaining registers observes the company s instructions related to data security in producing, processing and archiving documents and in maintaining registers Determining the profitability of operations with guidance, participates in determining the revenues and expenses of the working community as a group member, determines the revenues and expenses of the working community as well as various contribution margins determines the revenues and expenses of the working community as well as contribution margins in accordance with the authority given Sector-specific language skills for Finnish speakers Making use of language skills in customer service serves customers in Finnish and manages tolerably well in service situations in Swedish and one foreign language serves customers in Finnish and manages service situations in Swedish and one foreign language serves customers in Finnish and manages service situations fluently in Swedish and one foreign language Sector-specific langu- serves customers in Swedish, age skills for Swedish manages service situations in speakers Finnish and manages service Making uses of language situations tolerably well in one skills in customer service foreign language serves customers in Swedish, manages service situations fluently in Finnish and manages service situations in one foreign language serves customers in Swedish and Finnish and manages service situations fluently in one foreign language Sector-specific language skills for speakers of other languages Making use of language skills in customer service manages service situations in Finnish or Swedish and manages service situations tolerably well in one other language manages service situations in Finnish or Swedish as well as in one foreign language and manages tolerably well in the other domestic language serves customers in Finnish or Swedish, manages service situations fluently in the other domestic language and one foreign language Sector-specific language skills in foreign language training Making use of language skills in customer service in addition to the training language, manages service situations in Finnish or Swedish and can further help the customer proceed in a service situation in one other language. in addition to the training language, manages service situations in Finnish or Swedish and in one other language. in addition to the training language, serves the customers in Finnish or Swedish and manages service situations fluently in one other language. 12

13 TARGET OF ASSESSMENT 4. Key competences for lifelong learning Learning and problem solving ASSESSMENT CRITERIA Satisfactory 1 Good 2 Excellent 3 needs guidance and support in acts appropriately in changing acts appropriately in changing changing circumstances and in circumstances and in situations circumstances and in situations in situations in which a choice needs in which a choice needs to be which a choice needs to be made and to be made made finds alternative ways of working searches for information from familiar sources searches for information from different sources searches for information from different sources independently and on their own initiative and evaluates the reliability of the information Interaction and cooperation works within a familiar working community and group works in the working community and group with different kinds of people works cooperatively as a member of the working community and group with different kinds of people Vocational ethics under guidance, observes given ethical instructions observes given ethical instructions acts in accordance with the values of the company or organisation in their work and observes the ethics of their profession Health, security and ability to function observes confidentiality observes confidentiality observes confidentiality follows the safety instructions follows the safety instructions issued for the job, including data issued for the job, including security, and does not cause danger data security, and does not to themselves or others cause danger to themselves or others follows the safety instructions issued for the job, including data security, and does not cause danger to themselves or others removes obvious faults and errors that cause harm that they discover and informs their employer about them removes obvious faults and errors that cause harm that they discover and informs their employer about them removes obvious faults and errors that cause harm that they discover and informs their employer about them works in a way required by the working environment s safety systems uses safe and varying working methods which do not cause an excessive workload while taking ergonomics into consideration. works in a way required by the working environment s safety systems works in a way required by the working environment s safety systems uses safe and varying working uses safe and varying working methods which do not cause an methods which do not cause an excessive workload while excessive workload while taking taking ergonomics into ergonomics into consideration. consideration. 13

14 2.2 Support services for international trade Vocational skills requirements The student participates in managing the order or delivery processes in international trade where they carry out the practical tasks related to order or delivery processes order transportion prepare import or export and customs documents make the calculations related to costs draw up statistics, reports and official documents. CORE CONTENT OF THE MODULE Diverse learning environments are used in teaching. The studies cover the following themes: order-delivery process, the use of different working equipment, international communication in English and in Swedish as well as negotiation and performance in different stages of export and import process in international environment. In addition, the module contains on-the-job learning period of 8 credits. ASSESSMENT OF LEARNING Each study period is evaluated with the grade completed (S) / uncompleted (T). If the study period continues (to the next period or year), the learning is evaluated with the grade J (continuing). J requires that the student has proceeded according to the plan. During the study period, the teacher gives continuous feedback on what the student already knows and what still needs to be learned. The purpose of this is to encourage and motivate students. ASSESSMENT OF COMPETENCE (= basis for assessing the module s grade) Skills in vocational modules are assessed using a skills demonstration and other ways of assessing competence. During on-the-job learning, the student performs a skills demonstration as part of the Support services for international trade-module (assessment according to the three levels of vocational skills requirement criteria 1-3). 14

15 Skills Demonstration Module 2 Support services for International Trade 30Cr Implementation of Skills Demonstration and Assessment of the Module Preparing for skills demonstration During on-the-job learning, students will demonstrate their vocational skills. Before skills demonstration, the student has to produce a written plan under the supervision and guidance of the mentor and the teacher. The plan has to be approved by the mentor at the workplace and the teacher. Method of implementation Students demonstrate their language skills, as well as the language related to the service situation. The authentic environment for skills demonstration can be a shop, an office, a bank, or insurance company, information desk, storage, etc. Work is performed to such an extent that vocational skills required can be fulfilled. If necessary, the skills demonstration can be given in an educational institution. Assessment and competence in skills demonstration Mastering the work process in its entirety without entrepreneurial skills affecting the evaluation Mastering the working method, equipment and material in their entirety Underpinning knowledge Key competences for lifelong learning altogether. Other assessment of competence affecting the module s grade If the required skills and qualifications cannot be demonstrated, other assessment of competence such as interviews, assignments and other reliable methods will be used. How skills demonstration is graded Grading assessment is in the form of discussion in the presence of the student, the teacher and / or the workplace mentor. The final grade is decided by the teacher and / or the workplace mentor. Other competence affecting the final grade Underpinning knowledge, vocational language skills are assessed in subject Customer service background and skills. Vocational language skills must be graded (PASS S-mark) and completed before the assessment of entire module is made. Module s final grade The final grade is based on the skills demonstration grade and other assessment of competence. Skills demonstration examiners Qualified professional teacher in the field Qualified work place mentor with know-how in the subject and willingness to develop one s own evaluation skills. The plan has been addressed by the Advisory Council of Business and Administration and Information and Communications Technology xx.xx.20xx. Approved by the Local Board for Vocational Skills Demonstrations xx.20xx. Effective xx until further notice. 15

16 TARGET OF ASSESSMENT ASSESSMENT CRITERIA 1. Mastering the work Satisfactory 1 Good 2 Excellent 3 process Planning one s own work Mastering work entity with guidance, prepares their work in accordance with the instructions of the company plans and prepares their work in accordance with the instructions of the company performs their tasks in order of priority with guidance works in accordance mainly works independently in with the company s instructions and accordance with the company s objectives instructions and objectives plans and prepares their work on their own initiative and responsibly in accordance with the company s instructions performs their tasks in order of priority works independently in accordance with the company s instructions and objectives Working in accordance with quality objectives asks for advice when uncertain asks for advice in new situations works according to their level of authority does the work they are responsible does the work they are responsible for, but requires guidance from time for to time under instructions, works in works in accordance with the accordance with the company s company s quality and sustainable quality and sustainable development development objectives objectives works responsibly and takes the next work stages and the other employees into account in their work works in accordance with the company s quality and sustainable development objectives Effective and productive work under instructions, acts effectively and takes account of the use of time and other resources acts effectively and takes account of the use of time and other resources works effectively and promotes sales under instructions, promotes promotes long-lasting customer customer relationships in their work relationships in their work promotes the continuity of operations and long-lasting customer relationships in their work Assessment and under instructions, assesses their assesses their work and its results development of their work and its results and, if necessary, and alters the way they work in own work alters the way they work in accordance with feedback received accordance with feedback received assesses their work and its results and develops the way they work independently Occupational wellbeing works to promote their work and working ability works independently to maintain healthy habits as well as their ability to function and work independently develops varied ways of maintaining and promoting a healthy lifestyle and their ability to function and work Assessment of possibilities to work as an entrepreneur under instructions, assesses the strengths of their own working approach and work and the possibilities to work as an entrepreneur within their professional sector assesses the strengths of their own assesses the strengths of their own working approach and work and the working approach and work and the possibilities to work as an possibilities to work as an entrepreneur within their entrepreneur within their professional professional sector sector Assessment of the business structure of their professional sector under instructions, determines the strengths of the company s products and their development possibilities. determines the strengths of the company s products and their development possibilities. sets development targets for their entrepreneurial skills determines the strengths of the company s products and their development possibilities 16

17 assesses the business of their sector and its development in cooperation with experts. TARGET OF ASSESSMENT 2. Mastering the work method, equipment and material ASSESSMENT CRITERIA Satisfactory 1 Good 2 Excellent 3 Use of the working methods and equipment under instructions, maintains the company s or organisation s customer information maintains and uses customer information in accordance with the instructions of the company or organisation maintains and uses customer information in a variety of ways in accordance with the instructions of the company or organisation serves the organisation s internal and external customers in familiar situations by also using the normal properties of the company's or organisation's telephone system serves the organisation s internal and external customers in their normal work by also using the company's or organisation's telephone system serves the organisation s internal and external customers in changing work situations by also using the company's or organisation's telephone system in a variety of ways with guidance, uses the necessary uses the company's or application software in their work as an organisation's application aid in customer service software and information systems during service situations as well to search for information and serve the customer uses the company's or organisation's application software and information systems confidently and in a varied manner during service situations as well to search for information and serve the customer uses familiar technical information and communications tools in maintaining internal or external customer contact uses information technology tools confidently to maintain contact with internal or external customers uses information technology tools in a varied manner to maintain contact with internal or external customers uses the main software tools for their work at a level corresponding to the A class computer driving licence uses the software tools needed in their work confidently at a level corresponding to the A class computer driving licence uses the main software tools needed in their work at a level corresponding to the AB computer driving licence advises members of their work group on the use of different tools and software uses the calendar as an aid in planning working time. utilises the time management tools used by the company or organisation planning their use of time. masters the use of their time in a planned manner, utilising the time management tools used by the company or organisation. 17

18 TARGET OF ASSESSMENT 3. Underpinning knowledge Carrying out the practical tasks for the order or delivery process ASSESSMENT CRITERIA Satisfactory 1 Good 2 Excellent 3 under instructions, participates helps in producing a purchase in producing a purchase request request or drawing up an offer or drawing up an offer participates in monitoring the progress of a purchase request or offer process monitors the progress of a purchase request or offer as a member of the working group in accordance with their tasks and the company s practice participates in producing a purchase request or drawing up an offer as a member of the working group monitors the progress of a purchase request or offer in accordance with their tasks and the company s practice and keeps people informed in the agreed upon manner responds to requests for information responds to requests for information and participates in maintaining contact with the partner network as a group member takes care of contacts with the partner network according to instructions under instructions, carries out tasks that help with business correspondence participates as a working group takes care of business correspondence member in taking care of business related to their job according to correspondence instructions under instructions, carries out tasks related to travel arrangements with guidance, carries out tasks to assist making purchase agreements and goods orders participates in making hotel reservations and other travel arrangements according to instructions makes hotel reservations or other supporting travel arrangements in accordance with instructions participates in making purchase or participates in making purchase or sales sales agreements and goods agreements and goods orders orders with guidance, carries out tasks to assist in selection work such as information searches carries out tasks to assist in selection work such as information searches assists in selection work Ordering transport participates in ordering transport and forwarding services as a working group member orders transport and forwarding services according to their authority in accordance with the company s or organisation s instructions Preparing documents monitors the progress of transport in the working group under instructions, participates in tasks to assist in preparing import or export documents and customs declarations monitors the progress of transport in accordance with the instructions of the company or organisation participates in preparing import or export documents and customs declarations as a member of the working team monitors the progress of transport in accordance with the instructions of the company or organisation prepares import or export documents and customs declarations in accordance with the instructions of the company or organisation 18

19 Calculations under instructions, participates in carrying out the calculations needed for pricing participates, in accordance with the company s or organisation s instructions, in carrying out the calculations needed for pricing as a member of a working team carries out calculations on costs and sales margins to assist in pricing in accordance with the company s or organisation s instructions under instructions, produces invoices on the basis of the billing information received produces invoices in accordance with the company's or organisation's instructions and cooperation agreements participates in commission and marketing cost calculations and produces invoices in accordance with the company's or organisation's instructions and cooperation agreements Reporting statistics and drawing up reports and official submissions under instructions, participates participates in drawing up official in drawing up official submissions related to ordering submissions related to ordering and purchasing processes in and purchasing processes in international trade international trade draws up official submissions related to ordering and purchasing processes in international trade in accordance with the company s and organisation s instructions under instructions, participates in checking the accuracy of ordinary product labelling in accordance with their job checks the accuracy of product and package labelling as a group member and in accordance with the organisation s instructions checks the accuracy of products and package labelling in accordance with the organisation s instructions and legislation under instructions, participates in monitoring sales or purchases and producing statistics monitors and produces statistics on sales or purchases as a member of a working group in accordance with the instructions of the company or organisation monitors and produces statistics on sales or purchases and reports on sales trends in accordance with the instructions of the company or organisation corrects and updates customer, supplier and product register information in accordance with the instructions of the company or organisation corrects and updates customer, supplier and product register information in accordance with the instructions of the company or organisation participates in producing reports for the authorities produces reports for the authorities in accordance with instructions reports to different authorities such as customs, the Finnish Food Safety Authority Evira or the Product Control Agency participates in producing statistics produces statistics on EU internal trade on EU internal trade according to instructions Sector-specific language skills for Finnish speakers Making use of language skills in customer service serves customers in Finnish and manages tolerably well in service situations in Swedish and one foreign language serves customers in Finnish and serves customers in Finnish and manages service situations in manages service situations fluently in Swedish and one foreign language Swedish and one foreign language 19

20 Sector-specific language skills for Swedish speakers Making use of language skills in customer service serves customers in Swedish, manages service situations in Finnish and manages service situations tolerably well in one foreign language serves customers in Swedish, manages service situations fluently in Finnish and manages service situations in one foreign language serves customers in Swedish and Finnish and manages service situations fluently in one foreign language Sector-specific language skills for speakers of other languages Making use of language skills in customer service manages service situations in Finnish or Swedish and manages service situations tolerably well in one other language manages service situations in Finnish or Swedish as well as in one foreign language and manages tolerably well in the other domestic language serves customers in Finnish or Swedish, manages service situations fluently in the other domestic language and one foreign language Sector-specific language skills in foreign language training Making use of language skills in customer service in addition to the training language, manages service situations in Finnish or Swedish and can further help the customer proceed in a service situation in one other language. in addition to the training language, manages service situations in Finnish or Swedish and in one other language. in addition to the training language, serves the customers in Finnish or Swedish and manages service situations fluently in one other language. TARGET OF ASSESSMENT 4. Key competences for lifelong learning Learning and problem solving ASSESSMENT CRITERIA Satisfactory 1 Good 2 Excellent 3 needs guidance and support in changing situations and in situations in which a choice needs to be made searches for information from familiar sources acts appropriately in changing situations and in situations in which a choice needs to be made searches for information from different sources acts appropriately in different kinds of situations and finds alternative ways of working in their job searches for information from different sources independently and on their own initiative and evaluates the reliability of the information Interaction and cooperation works in a familiar working community and group works in the working community and group with different kinds of people works well in cooperation with the working community and as a group member Vocational ethics under instructions, observes the ethical instructions given observes the ethical instructions given acts in accordance with the values of the company or organisation in their work and observes the ethics of their profession Health, security and ability to function observes confidentiality observes confidentiality observes confidentiality observes the safety observes the safety instructions issued for the job, including data security, and does not cause danger to themselves or others instructions issued for the job, including data security, and does not cause danger to themselves or others observes the safety instructions issued for the job, including data security, and does not cause danger to themselves or others communicates the dangers and risks they have noticed works as required by the working environment s safety systems communicates the dangers and communicates the dangers and risks they risks they have noticed have noticed works as required by the working environment s safety systems works as required by the working environment s safety systems 20

21 uses safe and varying working methods which do not cause an excessive workload while taking ergonomics into consideration. uses safe and varying working methods which do not cause an excessive workload while taking ergonomics into consideration. uses safe and varying working methods which do not cause an excessive workload while taking ergonomics into consideration. 21

22 2.3 Sales support services Vocational skills requirements serves and sells internal and external customers acts as a support in their service or sales unit participates in implementing internal communications and customer communications. CORE CONTENT OF THE MODULE Diverse learning environments are used in teaching. The studies cover the following themes: maintaining and using customer information, the working equipment in customer service, sales support tasks, serving customers according to the service and sales concept and customer communication. In addition, the module contains on-the-job learning period of 15 credits. ASSESSMENT OF LEARNING Each study period is evaluated with the grade completed (S) / uncompleted (T). If the study period continues (to the next period or year), the learning is evaluated with the grade J (continuing). J requires that the student has proceeded according to the plan. During the study period, the teacher gives continuous feedback on what the student already knows and what still needs to be learned. The purpose of this is to encourage and motivate students. ASSESSMENT OF COMPETENCE (= basis for assessing the module s grade) Skills in vocational modules are assessed using a skills demonstration and other ways of assessing competence. During on-the-job learning, the student performs a skills demonstration as part of the Sales support services-module (assessment according to the three levels of vocational skills requirement criteria 1-3). 22