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RPL Assessor KitBSB40207Certificate IV in BusinessEditable versionSkills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.

The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.

Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.

The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.

The original version of this RPL Assessor Kit is available free of charge athttp://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

If you would like any further information, please email [email protected]

mailto:[email protected]

http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

RPL Assessor KitBSB40207 Certificate IV in Business

HOW TO USE THIS RPL ASSESSOR KIT

This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:

SECTION A – Assessor Information

You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.

SECTION B – Candidate Information and Application Forms

You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.

SECTION C – Competency Conversation

You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.

SECTION D – Practical Tasks and Observation Recording Sheets

You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.

SECTION E – Resources for Practical Tasks

You use this section to access required resources for performing practical tasks and scenarios.

SECTION F – Third Party Verification

You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.

SECTION G – Assessment Tables

You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.

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SECTION AAssessor Information

It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.

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ADVICE FOR ASSESSORS

This RPL Assessors Kit streamlines the RPL assessment process for BSB40207 Certificate IV in Business by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.

IMPORTANT ASPECTS TO REMEMBER:

A sound knowledge of assessment and the qualification is essential

It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.

Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.

Assessment involves judgement

This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.

The tool also provides observable tasks to allow candidates to demonstrate skills.

Authentication/verification is integral to RPL assessment

It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.

Recording assessment is critical

Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.

The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.

Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm

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http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm



To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm

To access further information on the Australian Qualifications Framework, you can visit:http://www.aqf.edu.au/

Employability Skills

Assessment of a candidate’s employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a learner’s attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package.

To access further general information on employability skills, refer to Employability Skills: From framework to practice, at: http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

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http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.aqf.edu.au/




COMPETENCIES IN THIS RPL ASSESSMENT TOOL

BSB40207 Certificate IV in Business

CORE UNIT

Unit Code Unit Title Questions Practical

BSBOHS407A Monitor a safe workplace

ELECTIVE UNITS

Unit Code Unit Title Questions Practical

BSBCUS401A Coordinate implementation of customer service strategies

BSBCUS402A Address customer needs

BSBADM409A Coordinate business resources

BSBITS401A Maintain business technology

BSBLED401A Develop teams and individuals

BSBMKG413A Promote products and services

BSBPMG510A Manage projects

BSBRES401A Analyse and present research information

BSBRSK401A Identify risk and apply risk management processes

BSBWRT401A Write complex documents

BSBWOR404A Develop work priorities

BSBWOR401A Establish effective workplace relationships

BSBFIA401A Prepare financial reports

BSBINN301A Promote innovation in a team environment

BSBCMN413B Implement and monitor environmental policies

BSBMKG414A Undertake marketing activities

PRDPOD503A Coordinate customer service activities

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OVERVIEW OF RECOGNITION PROCESS

This kit has been developed to streamline the application for recognition of prior learning.

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GAP TRAINING (ONLY IF

REQUIRED)

APPLICATION

PRACTICAL ASSESSMENT

COMPETENCY CONVERSATION

INTERVIEW and DOCUMENT REVIEW

ISSUE QUALIFICATION- RTO


RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS

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Step 1:Analyse the application.

Identify links between any documents applicant provides

and competency units.Identify any key questions for

competency conversation.

Step 5:Identify any practical activities required to confirm competency

Observe practical activity

Step 7:Identify areas where 3rd party

verification is needed and inform candidate.

Confirm / Verify 3rd party reports

Step 3:Conduct competency

conversation

Step 2:Record results of analysis in table

at end of application

Step 4:Complete the Record of

Conversation sheets during the competency conversation

Step 6:Complete Practical Assessment

Tasks Observation Sheets

Step 8:Receive completed Third party

reports

* Remember RPL assessment is an accumulative process of collecting evidence.

Complete assessment sign off & file documentation.

Issue qualification / advise of gap training as appropriate

Assessment Activity Record keeping Activity


STEPS IN THE RPL PROCESS

1. Complete application The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the Certificate IV in Business as is available.

Documents that may be available include but are not limited to:

brief CV or work history certificates/results of assessment certificates/results of assessment – interstate/overseas certificates/results of assessment – universities results/statement of attendance/certificates – vendor training courses, in-house

courses, workshops, seminars, symposiums results/statements of attendance/ certificates – club courses e.g. first aid, officials, surf

life saving, etc diaries/task sheets/job sheets/log books membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.

To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.

2. Interview about candidate’s documentary informationReview the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:

BSB40207 Certificate IV in Business

The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.

There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.

3. Questions for the Competency ConversationThe bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the

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candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.

It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.

4. Practical assessment tasksIt is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.

This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.

This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.

You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.

Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.

NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.

Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.

5. Gap trainingRPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.

Not all candidates will have skill/knowledge gaps.

If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.

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EVIDENCE REVIEW

Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.

It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.

(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)

Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence

Core UnitBSBOHS407A Monitor a safe workplace

Elective Units














BSBINN301A Promote innovation and change




Assessor’s Name:

Assessor’s Signature:

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Date:

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SECTION B

Candidate Information and Application Forms

You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.

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WHAT DOES IT MEAN TO BE RECOGNISED IN BSB40207 CERTIFICATE IV IN BUSINESS?

This qualification is for people who use well developed skills in working with people and information technology and possess a broad knowledge base in a wide variety of contexts. Candidates will know how to monitor a safe workplace, in addition to other competencies such as to provide customer service strategies, report on financial activity and produce various computer documents.

Someone who is competent in this qualification will display some the following attributes: excellent communication skills

high level computer literacy

excellent team work

attention to detail

customer service skills

professionalism

Examples of indicative job roles for candidates seeking recognition for their vocational experience include:

Administrator

Project Officer

Customer Service Advisor

Clerk

E-business Practitioner

Legal Receptionist

Medical Receptionist

Office Administration Assistant

Student Services Officer

Word Processing Operator

Accounts Clerk

This qualification provides a pathway to a range of Diploma level qualifications within the Business Services Training Package or other Training Packages.

“If you are doing these roles in your job, then don’t write off your skills – consider getting them recognised.”

TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION

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To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.

Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.

Here are some tips and hints for you:

1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.

2. Bring your position description and any performance appraisals you have from any businesses you have worked in.

3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goal to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?

4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skill level.

5. Collect any certificates from in-house training or formal training you have done in the past.

6. You can speak with your training organisation about other ways you can show your skills in the business sector. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.

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STEPS IN THE RPL PROCESS

Step 1 – Provide information of your skills and experienceComplete the attached forms and provide as much information of your previous experience in the business sector as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:

General employment documents

brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors

Workplace documents brief CV or work history certificates/results of assessment certificates/results of assessment – interstate/overseas certificates/results of assessment – universities diaries/task sheets/job sheets/log books membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Step 2 – Conversation with AssessorAn assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer business sector related questions to identify your current skills.

Step 3 – Practical demonstration of your skillsThe assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.

Further stepsAfter the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.

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APPLICATION – Self Assessment QuestionnaireBSB40207 Certificate IV in Business

Candidate Name: Date Completed:

Please identify your level of experience in each competency.

Unit Code Unit Title I have performed these tasksFrequently Sometimes Never

CORE UNIT

BSBCMN411A Monitor a safe workplace

ELECTIVE UNITS














BSBINN301A Promote innovation and change




Candidate Signature: Date:

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RPL APPLICATION FORM

Applicant Details:

1. Occupation you are seeking recognition in

2. Personal Details

Surname

Preferred Title (Mr, Mrs, Ms, Miss)

First Name/s

Any other name used

Home Address

Postal address if different from above

Telephone Numbers Home: Work:

Mobile: Fax:

Date of Birth / /

Gender MALE / FEMALE Age

Are you a permanent Resident of Australia

YES / NO

3. Current Employment

Are you currently employed?

If Yes, in which occupation are you currently employed?

Who is your current employer?

YES / NO

………………………………………………………

……………………………………………………….

4. Armed Forces details (If Applicable)

Branch of Service

Trade classification on discharge

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5. Further Training

Have you undertaken any training courses related to the occupation applied for?

YES / NO

If Yes

What occupation were you trained in?

Training completion Date (month, year)

Country where you trained

Name of course and institution (if applicable)

6. Is there any further information you wish to give in support of your application

7. Professional Referees (relevant to work situation)

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

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APPLICANT EMPLOYMENT HISTORY FORM

Name, Address and Phone number of

Employers

Period of Employment(DD/MM/YYYY)

Position Held Full Time Part-time Casual

Description of Major Duties

From To

1.

2.

3.

4.

Attach additional sheet if required

If you are including documents in your application, please provide a brief description below

Document Description(e.g. resume, photos, awards etc)

Office Use Only – Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation

Declaration

I declare that the information contained in this application is true and correct and that all documents are genuine.

Candidate Signature: Date

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SECTION C

Competency ConversationThis section assists the assessor in documenting the competency conversation.

Do NOT give this section to the candidate.

Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.

The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.

Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.

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QUESTION BANK

Note to Assessors: Refer to “Record of Conversation” sheets

Unit of Competency

Question

BSBOHS407AMonitor a safe workplace

1. Describe a hazard you have identified in your workplace and what you did to control or remove the hazard.

2. Explain the methods and tools used in your workplace to control and monitor compliance for OHS.

3. Explain how you apply safe work practices in your immediate work area.4. Describe your workplace emergency evacuation procedures. (Assessor prompts:

What are the different building alarms? Where is the nearest exit? What is the evacuation route? Where is the congregation point? Who are the key personnel eg. floor wardens, safety officers? When was the last fire drill / evacuation drill?)

5. How have you contributed to best practice health and safety management within your workplace?

BSBCUS401ACoordinate implementation of customer service strategies

6. Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?

7. Outline your organisations policy and procedure on implementing customer service and how you have monitored and implemented this procedure?

8. Discuss how your organisation promotes and encourages good customer service.

BSBCUS402AAddress customer needs

9. Provide an example of a special need you identified with a customer. How did you help them evaluate their needs?

10. Explain how maintaining a business network has helped you, your customers and your organisation.

BSBADM409ACoordinate business resources

11. Discuss the business resources you have coordinated or administered. What process have you followed to recommend identified resource needs?

12. Outline your organisations procedures on acquiring resources including planning, receiving and allocating resources.

13. Discuss the importance of monitoring resources usage and how you have handled a situation where ineffective usage was identified.

BSBITS401AMaintain business technology

14. Describe three (3) pieces of hardware technology you use in the workplace and explain how you maintain that technology.

15. Describe how your organisation stores data electronically, and what security measures are in place to protect that data.

16. Describe the process you or your organisation has taken to identity and approve new technology purchases.

BSBLED401ADevelop teams and individuals

17. Discuss a learning plan you have been involved in developing for yourself or a member of your team. How were the learning and development needs of the individual identified?

18. How have you ensured learning activities meets the goals of learning and development needs?

19. Explain the monitoring process your organisation uses to ensure learning outcomes are met and plan for future learning.

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Unit of Competency

Question

BSBMKG413APromote products and services

20. Describe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services.

21. Discuss a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity.

22. In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on?

23. What types of feedback has your company collected on promotional activities of products and services and how was the feedback used to plan future activities?


24. Discuss an example of a project you have managed and how you formulated your project plan.

25. In administering a project plan, how have you managed risk?26. What information have you collected at the final review of a project and how was

it used to plan for future projects?BSBRES401AAnalyse and present research information

27. Describe a presentation you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation?

28. Discuss how you have applied research skills to gather information for a presentation.

BSBRSK401AIdentify risk and apply risk management processes

29. How is risk identified and evaluated in your organisation? How is this information used?

30. Describe a risk you have identified in your workplace and how you treated the risk. What did you do to ensure the treatment was effective?

BSBWRT401AWrite complex documents

31. Describe a complex document you have produced. Discuss the documents’ purpose and the steps you took to prepare the document.

32. How have you ensured completed documents meet quality standards and task requirements?

33. Outline the types of software have you used and describe their main function in producing complex documents.

BSBWOR404ADevelop work priorities

34. Discuss an example of how you have adapted your work plan when a factor beyond your control conflicted with the completion of a personal work activity. How did you replan your schedule?

35. What have you done to ensure your personal work performance meets your organisation’s standards for quality and customer service?

36. How are development needs identified in your organisation and what measures have you taken to up date your competency based on identified needs?

BSBWOR401AEstablish effective workplace relationships

37. Outline the strategies that you have used within your role to maintain the trust and confidence of colleagues, both internal and external to your organisation. How have you shared information and key ideas with colleagues?

38. Discuss how you have developed and maintained internal and external networks within your work role.

39. How have you dealt with poor performance and difficulties within your workplace? Outline the specific process that you undertake to deal with conflict.

BSBFIA401APrepare financial reports

40. What types of period end adjustments have you calculated and processed? Explain why each of these is necessary.

41. Briefly outline the steps you have taken, including the detection of errors, to produce a) Profit and Loss statement, b) Balance Sheet.

42. What are the important aspects of an asset register and why?43. In making financial recommendations, what issues have you raised and what

types of evidence have you supplied to support your recommendation?

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Unit of Competency

Question

BSBINN301APromote innovation in a team environment

44. Discuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change?

45. What methods have you used to gather information on the effect of change and how have you presented this information?

46. Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea?

BSBCMN413BImplement and monitor environmental policies

47. Describe your organisation’s environmental policies and procedures. How have you shared this information with others in your work team?

48. Discuss your role and responsibilities in identifying environmental hazards and assessing risk in your area. What types of reports are you required to complete (both internal and external)?

49. Provide three (3) examples of environmental risks you have identified in your work area. What action did you take to rectify or improve the situation?

50. What training have you undertaken on environmental procedures and what did the training cover?

BSBMKG414AUndertake marketing activities

51. Discuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity?

52. What information have you or your organisation gained from reviewing marketing activities?

PRDPOD503ACoordinate customer service activities

53. Discuss contributions you have made to setting and implementing customer service standards.

54. Provide an example of a problem or potential problem you have identified with customer service processes and how you handled the situation.

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QUESTION RECORDING SHEETBSBOHS407A Monitor a safe workplace

CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:

Question 1: Describe a hazard you have identified in your workplace and what you did to control or remove the hazard.

Question 2: Explain the methods and tools used in your workplace to control and monitor compliance for OHS.

Question 3: Explain how you apply safe work practices in your immediate work area.

Question 4: Describe your workplace emergency evacuation procedures. (Assessor prompts: What are the different building alarms? Where is the nearest exit? What is the evacuation route? Where is the congregation point? Who are the key personnel eg. floor wardens, safety officers? When was the last fire drill / evacuation drill?)

Question 5: How have you contributed to best practice health and safety management within your workplace?

KEY POINTSThe candidate’s response should evidence the following

INDUSTRY REQUIREMENTSThese must be evidenced in the

candidate’s response

Indicate if key point has been

addressed

COMMENTS

Record key points from conversation Identify whether a practical assessment is warranted

Question 1Legislation

Enterprise policies and procedures

Legal requirements

Management systems

Identifies hazard

Uses hazard sign

Follows procedures to control or remove the hazard

Applies company health and safety procedures

Reports hazard to designated personnel

Records hazard

Question 2

Methods include:

Workplace inspections

Consultation with staff

Housekeeping

OHS audits and reviews

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Staff meetings to provide information on OHS

Provides feedback to staff on outcomes of meetings/ consultation around OHS issues

Equipment maintenance

Review OHS records and reports

OHS committees

Information posters, booklets, memos, presentations

Counselling/disciplinary processes

Identifies need for OHS training

Provides training and other learning opportunities for staff around OHS issues

Supports mentoring and coaching programs around OHS for staff

Ensures adequate funding for OHS training

Question 3

Follows safe work practices

Follows ergonomic guidelines

Keeps work area clean and free of hazards/obstacles

Uses safe manual handling procedures

Reports unsafe work practices

Supports management in complying to procedures

Participates in emergency/fire drills

Question 4

Describes evacuation procedure

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Identifies various alarms (alert tone, evacuation tone)

Identifies evacuation route

Identifies exits

Names congregation point

Identifies key personnel

Question 5

Follows and implements safety procedures

Supports safe work practices

Raises OHS issues with designated personnel

Guides others in following procedures

Reports and controls hazards

Identifies and reports OHS risks

Ensures OHS records are maintained and kept up to date

Uses OHS records and data to track trends, identify issues and monitor controls

Follows emergency and first aid guidelines

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QUESTION RECORDING SHEETBSBCUS401A Coordinate implementation of customer service strategies


Question 6: Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?

Question 7: Outline your organisations policy and procedure on implementing customer service and how you have monitored and implemented this procedure?

Question 8: Discuss how your organisation promotes and encourages good customer service.





addressed

COMMENTS



Industry codes of practice


Business communication skills

Customer special needs

Business technology

Confidentiality

Discusses recommendation – delivery times, price offer, product/service availability, refund/guarantee offer

Methods to assess customer needs:

Customer survey

Complaint forms

Customer database

Customer service statistics

Analysis of data

Written reports

Minutes of meetings

Question 7

Expected standard of service

Approaches the staff member should take to the customer e.g. accept full responsibility

Types of issues the member can deal with themselves

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Issues that should be referred to a manager or supervisor

Returns and refund procedure

Dealing with a complaint about service

Having products repaired

Returning goods to suppliers

Dealing with goods under warranty or guarantee

Recording of complaints or difficulties

Strategies to ensure customer is happy with solution e.g. offer discount on next purchase

Monitor

Reviews customer service data – surveys, complaints, questionnaires

Identifies changes required

Reports to designated personnel

Makes recommendations for future strategies

Maintains records to compare outcome

Question 8

Provides clear instructions

Documents procedures

Inducts new staff

Involves everyone in the process

Sets sales targets

Provides incentives

Conducts training

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QUESTION RECORDING SHEETBSBCUS402A Address customer needs


Question 9: Provide an example of a special need you identified with a customer. How did you help them evaluate their needs?

Question 10: Explain how maintaining a business network has helped you, your customers and your organisation.





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COMMENTS


Question 9Legislation and codes of practice

Australian Standards


Ethical and moral constraints

Effective communication

Uses appropriate and effective communication skills

Customer requests product not in stock

Customer requests product not stocked by your organisation

Customer requests a service to be performed in a manner different to the normal service

Customer requires alteration to a product

Customer has difficulty understanding and speaking English

Customer disabilities prevent them from purchasing in the usual way

Asks questions and communicates openly with customer to understand needs

Paraphrases and clarifies to ensure correct understanding

Identifies options to suit customer needs

Explains each option

Checks customer understanding of options

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Gains agreement on which option will suit customer needs

Question 10

Increases industry knowledge

Increases skills to help customers

Shares information with colleagues to ensure that practices/procedures are current

Obtains key information for customers and others in your organisation

Meets people with business interests in common

Gains access to useful resources to call on

Keeps management and customers informed about developments in the industry

Provides the organisation with greater opportunities to do business with a wider circle of customers, in new regions, in new ways

Taps into key information about new products, services

Opportunities to form alliances to better meet customer needs

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QUESTION RECORDING SHEETBSBADM409A Coordinate business resources


Question 11: Discuss the business resources you have coordinated or administered. What process have you followed to recommend identified resource needs?

Question 12: Outline your organisations procedures on acquiring resources including planning, receiving and allocating resources.

Question 13: Discuss the importance of monitoring resources usage and how you have handled a situation where ineffective usage was identified.





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COMMENTS




Operational plans

Capital expenditure

Equipment and resources (physical, financial, human)

Determines resource and/or service requirements

Reviews requests from team and business plan

Evaluates appropriateness of resource requirements

Calculates expenses

Consults other team members

Determines format of recommendation

Submits recommendation

Question 12

Plans within business budget

Acquires resources only as required

Checks delivery meets quality and quantity of order

Consults with others on needs before allocating resources

Issues resources based on needs

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Maintains stock levels to meet business objectives

Question 13

Monitors affects future planning and allocation of resources

Ensures correct allocation of resources

Identifies resources gaps, inefficiencies

Ensures budget requirements are met

Controls inappropriate usage

Identifies ineffective usage of resources

Refers back to resource plan

Records usage

Measures actual cost versus budget

Identifies cost and usage trends

Identifies resource shortfall/surplus

Requests user feedback

Identifies and implements improvement plan

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QUESTION RECORDING SHEETBSBITS401A Maintain business technology


Question 14: Describe three (3) pieces of hardware technology you use in the workplace and explain how you maintain that technology.

Question 15: Describe how your organisation stores data electronically, and what security measures are in place to protect that data.

Question 16: Describe the process you or your organisation has taken to identity and approve new technology purchases.





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COMMENTS


Question 14Legislation, regulations, codes of practice

Technical assistance

Computer skills and software applications

Operating instructions and manuals

Security procedures


Technology – e.g. computer operating system, network (LAN, WAN), internet, intranet, printer, photocopier, scanner, telephone, facsimile

Equipment

Cleans equipment

Changes toner or recycles if possible

Orders consumables if required

Books service if due

Seeks help if required

Question 15

Discusses features of electronic data storage

Security access to electronic data (eg. logon, password, etc)

Secure storage and location of data (eg. air-conditioned rooms)

Virus protection / firewalls and updates

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COMMENTS


Regular back ups

Question 16

Monitors systems

Assesses system requirements

Accesses information on new products via internet, journals etc.

Makes decisions within parameters

Clarifies decision

Selects new technology purchases

Justifies technology purchases

Seeks approval or authorises purchases

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QUESTION RECORDING SHEETBSBLED401A Develop teams and individuals


Question 17: Discuss a learning plan you have been involved in developing for yourself or a member of your team. How were the learning and development needs of the individual identified?

Question 18: How have you ensured learning activities meets the goals of learning and development needs?

Question 19: Explain the monitoring process your organisation uses to ensure learning outcomes are met and plan for future learning.





addressed

COMMENTS



Anti Discrimination legislation

Code of Practice

Ethical practices

Privacy and Confidentiality

OH&S legislation

Team Development

Legal guidelines


Business and operational plans and budgets

Productivity

Effective Communication

Cultural Sensitivity

Validates learning needs

Develops learning plan collaboratively with appropriate personnel

Establishes priority learning activities

Selects cost effective learning methods (coaching, personal study, external formal courses, in house or on-the-job training)

Seeks agreement on learning plan before implementing

Identifies learning and development needs through a needs analysis system

Completes analysis systematically and/or periodically

Adds new or changed equipment, procedures, systems or processes to learning needs

Encourages individuals to identify learning activities

Collects and compares performance feedback to validate learning needs

Validates learning needs against organisational requirements

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Question 18

Follows guidelines, policies and procedures

Ensures learning methods are appropriate

Provides opportunities for learning, coaching and mentoring

Seeks out activities and support materials to meet learning goals

Ensures learning occurs within appropriate timeframes and resource requirements

Checks proposed learning activities to identify learning outcomes

Seeks feedback from others on external programs or facilitators

Question 19

Clarifies learning expectations of individuals before attending learning activities via learning plans

Supports individual in implementing learning back in the workplace

Obtains feedback from trainee and trainers on learning outcomes and future learning needs

Assesses and records performance outcomes to determine effectiveness of learning and additional development needs

Reviews and modifies learning plans during learning

Maintains learning records to identify future development needs

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QUESTION RECORDING SHEETBSBMKG413A Promote products and services


Question 20: Describe the products and services offered by your organisation and discuss how you keep your knowledge current on these products and services.

Question 21: Discuss a promotional activity you have planned and coordinated including the planning process, personnel and resource allocation and how you used your networks to ensure the success of the activity.

Question 22: In advising on promotional activities of products/services, what types of advice have you provided and what data did you base your advice on?

Question 23: What types of feedback has your company collected on promotional activities of products and services and how was the feedback used to plan future activities?





addressed

COMMENTS



Anti-Discrimination legislation

Ethical practices

Codes of Practice

Privacy and Confidentiality

OH&S legislation

Industry standards

Company policies and procedures


Describes products and services features and characteristics

Reads product manual

Learns about services features and offerings

Seeks information on internet/intranet

Talks to industry associations

Attends conferences

Seeks supplier information

Researches competitors product and service information

Question 21

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COMMENTS


Customer special needs

Cultural awareness / sensitivity / diversity

Profitability and viability

Describes promotional activity – media announcement, employee function, client function, product or other launches, advertisement, web pages

Planning

Determines market needs of the organisation

Determines promotional objectives

Consults with relevant stakeholders

Sets realistic timeframes

Ensures cost meets budget requirements

Uses business technology for planning and scheduling

Personnel and resources

Identifies personnel roles to facilitate promotion

Allocates responsibility to personnel based on role

Seeks agreement on roles and responsibilities

Trains personnel as needed

Identifies resources requirements – venues, flyers, promotion products, samples, demonstrations)

Ensures availability of resources

Develops action plan for distribution

Checks set up of resources in advance

Networks

Uses networks to assist with planning and organising

Invites contacts/clients to increase exposure

Seeks input from industry contacts

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COMMENTS


Promotes activity through contacts (word-of-mouth promotion)

Seeks feedback from contacts to evaluate success of activity

Question 22

Most appropriate types of promotional material

Cost of promotional activities within budget resources

Target groups

Based on

Knowledge of product/service

Knowledge of customer group

Customer feedback/surveys

Sales figures/trends

Returned goods

Lost customers

Complaints

Question 23

Unsolicited feedback – verbal or written

Customer surveys/questionnaires

Suggestion box

Feedback used to

Repeat or improve upon what has worked well in the past

Prepare conclusions and recommendations for continuous improvement of promotional activities

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COMMENTS


Improve promotional activities

Use financial and other resources more effectively

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QUESTION RECORDING SHEETBSBPMG510A Manage projects


Question 24: Discuss an example of a project you have managed and how you formulated your project plan.

Question 25: In administering a project plan, how have you managed risk?

Question 26: What information have you collected at the final review of a project and how was it used to plan for future projects?





addressed

COMMENTS



Anti Discrimination legislation

Ethical principles

Codes of Practice

OH&S legislation

Data management


Time constraints

Information technology


Establishes project scope, parameters and constraints

Defines and analyses project stakeholders

Identifies reporting relationships

Identifies relationships to other projects in the organisation

Identifies required resources (including human resources)

Uses information to develop budgets

Sources organisation project tools

Seeks input from other functional areas

Gains approval for project plan

Question 25

Ensures project personnel are clear about roles and responsibilities

Implements training as required

Provides support as required

Seeks specialist input

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Maintains records for progress reports

Communicates frequently with stakeholders

Identifies and evaluates risk to establish treatment

Monitors and reviews projects systems

Achieves project goals/aims

Question 26

Contract documents

Forms, logs, checklists completed by personnel

Progress reports

Performance criteria on contractors

Process information

Documented problems

Prepares project completion report including future recommendations

Reassigns staff and resources to other roles

Reviews information against original plan and updates plan for future use

Advises of problems faced and resolutions

Reviews processes for more effective implementation

Determines suitability of contractors for future projects

Documents lessons learned

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QUESTION RECORDING SHEETBSBRES401A Analyse and present research information


Question 27: Describe a presentation you have completed in your workplace and how you prepared it. How did you evaluate the effectiveness of the presentation?

Question 28: Discuss how you have applied research skills to gather information for a presentation.





addressed

COMMENTS


Question 27Anti-discrimination legislation

Codes of Practice

Privacy legislation

OH&S legislation

Data management

Information validity


Ethical standards

Recording and filing procedures

Research procedures

Identifies purpose, content, audience, relevant information

Gathers information and organises the presentation according to audience needs/organisational requirements

Identifies relevant sources of information

Uses appropriate technology to gather, store and organise information

Uses a variety of ways to research, collect and analyse information including online and non-electronic

Considers ethical matters in collecting, using and sharing data

Presents information in a format and using language that is suitable

Reviews and clarifies information where necessary

Checks accuracy of content, spelling, technical names and terminology

Produces according to requirements including timeframes

Presentation effectiveness

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COMMENTS


Questions audience to check understanding

Asks for feedback

Completes a self assessment

Discusses presentation with colleagues or manager

Reviews effect on the business (2 weeks/1 month)

Collects product/service sales data

Question 28

Identifies the objectives of the research

Reads and evaluates different type of texts, documents and information

Uses appropriate research strategies

Uses appropriate strategies to ensure data and information is reliable (including use of Boolean operators, online strategies and other tools)

Listens to what others have to say and extracts relevant information

Watches others and uses observations to add to data

Questions and analyses information gathered

Selects relevant pieces of information

Summarises important information to be presented

Organises information so it is easy to understand and is meaningful

Writes up conclusions in an appropriate format to present and ensures that it meets organisational objectives

Ensures findings are distributed appropriately according to organisational requirements

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QUESTION RECORDING SHEETBSBRSK401A Identify risk and apply risk management processes


Question 29: How is risk identified and evaluated in your organisation? How is this information used?

Question 30: Describe a risk you have identified in your workplace and how you treated the risk. What did you do to ensure the treatment was effective?





addressed

COMMENTS


Question 29Anti-discrimination legislation

Ethical principles

Codes of practice

Privacy legislation

Environmental issues

OH&S legislation

Legal requirements



International Standards


Considers risk identification and evaluation within the workplace

Uses appropriate tools and strategies for identifying risks

Records, documents and reports (if appropriate) risks

Identifies risk:

Checklists

Judgement based on experience and records

Flow charts

Brainstorming

Systems analysis

Scenario analysis

Systems engineering techniques

Evaluate

Consults with relevant personnel regarding the risk

Identifies and assesses existing controls

Determines impact (consequences)

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Determines frequency of occurrence

Determines likelihood of occurrence

Determines the overall level of risk

Determines risk models and tools

Use of information

Continually monitors identified risks

Determines which risks should be treated

Identifies options to treat risks with positive outcomes

Assesses each option to treat risk

Develops and implements treatment plans (control measures)

Analyses and evaluates residual risks after treatment plans have been implemented

Documents analysis

Question 30

Describes risk identified

Proposes action (control measures)

Assesses action

Identifies control measures for all risks

Allocates resources as required

Delegates responsibilities

Sets timeframes

Outlines performance measures

Reports on treatment plan

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COMMENTS


Conducts regular reviews of implemented treatment

Assists in auditing risk and treatment approaches

Measures treatment success against plan

Monitors and improves treatment

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QUESTION RECORDING SHEETBSBWRT401A Write complex documents


Question 31: Describe a complex document you have produced. Discuss the documents’ purpose and the steps you took to prepare the document.

Question 32: How have you ensured completed documents meet quality standards and task requirements?

Question 33: Outline the types of software have you used and describe their main function in producing complex documents.





addressed

COMMENTS




Workplace documentation

Enterprise style guide

Data management


Documents may include: discussion papers briefings, submissions project briefs reports operational and/or business plans

Determines purpose prior to composing

Identifies appropriate and relevant sources of information

Uses appropriate computer program/s to create document

Evaluates accuracy and reliability of information

Interprets relevant documents and information

Develops content and considers structure, sequence, language (eg gender neutral, plain English) and organisational requirements

Prepares draft

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COMMENTS


Reviews and edits draft including proofreading grammar, spelling and punctuation, ensuring objectives and audience needs met and ensuring logical structure.

Includes graphics as appropriate

Prepares final version after edit

Follows appropriate channels for approval of document

Question 32

Clarifies document requirements before commencing

Ensures template/format for document is appropriate

Refers to policies and procedures relating to writing documents

Sources relevant information to ensure content meets requirements

Proofreads the document carefully

Checks task requirements against document

Checks layout before printing using print preview

Checks layout after printing

Stores document appropriately

Question 33

MS Word- word processing

Acrobat, PageMaker – desktop publishing

CorelDraw, PowerPoint – graphics

FrameMaker, PageWright – Text editing

Dreamweaver, FrontPage – web tools

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QUESTION RECORDING SHEETBSBWOR404A Develop work priorities


Question 34: Discuss an example of how you have adapted your work plan when a factor beyond your control conflicted with the completion of a personal work activity. How did you replan your schedule?

Question 35: What have you done to ensure your personal work performance meets your organisation’s standards for quality and customer service?

Question 36: How are development needs identified in your organisation and what measures have you taken to up date your competency based on identified needs?





addressed

COMMENTS




Productivity

Time constraints

Business technology

Self awareness

Work plans

Considers resources, client needs and targets in the development of work plans

Incorporates work objectives and priorities into work plans

Considers technology when developing work plans

Factors impacting on schedules: interruptions or delays by othersconflicting priorities competition for scare resources changes in the scope of work by the client changes in materials cost outside budget technology/equipment breakdowndescribes other

Resolves problems

Plans for further contingencies

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COMMENTS


Allows for time delays

Plans to achieve other work outcomes during delays

Asks for help

Prioritises and plans to complete non-priority work later

Question 35

Understands own work role and level of responsibility

Uses feedback and self-assessment to identify personal performance standards

Sequences work efficiently

Follows procedures, work instructions

Complies with legislative and regulatory requirements

Clarifies work through discussions

Monitors own work output

Asks for feedback

Acts on feedback and self-assessment

Uses controlled documents – forms, task checklists, batch control sheets, etc

Complete workplace documentation at each stage of the process

Reports errors and inconsistencies

Takes corrective action / resolves issues

Contributes to procedural improvements

Question 36

Shows awareness of opportunities for learning and development

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Discusses learning and plan opportunities

Researches professional development activities and shares with colleagues

Accesses professional development activities

Demonstrates pro-active attitude towards skills development

Participates in professional workshops

Community courses

In-house programs

Coaching and mentoring

Conferences

e-learning

Formal education

Records and stores documents relating to professional development

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QUESTION RECORDING SHEETBSBWOR401A Establish effective workplace relationships


Question 37: Outline the strategies that you have used within your work role to maintain the trust and confidence of colleagues, both internal and external to your organisation. How have you shared information and key ideas with colleagues?

Question 38: Discuss how you have developed and maintained internal and external networks within you work role. Question 39: How have you dealt with poor performance and difficulties within your workplace? Outline the specific process that you undertake to

deal with conflict.





addressed

COMMENTS



Customer service standards

Personal grooming and presentation



Effective communication skills

Creates an environment conducive to sharing information

Uses effective communication strategies to maintain relationships with colleagues

Uses appropriate leadership skills to enhance relationships

Consults with colleagues both internal and external

Works with colleagues to deal with issues promptly and in an appropriate manner

Strategies

Participates in conferences

Attends seminars and business functions

Joins a professional association

Maintain regular contact with people

Targets individuals through meetings

Distributes materials

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COMMENTS


Recording and maintaining details

Collects business cards

Writes additional information on the back of business cards – where met, special interests, how to help each other

Enters details on electronic database or organiser

Enters details in address book

Prepares list of contacts for reference

Skills

Communication skills

Leadership skills

Negotiation skills

Evaluation skills

Problem solving skills

Networking skills

Question 38

Maintains integrity, respect and empathy

Ensures knowledge of organisational structure, policy and products

Obtains and shares key information for others in your organisation

Finds out about the latest industry developments

Networks with people with business interests in common

Gains access to useful resources to call on

Keeps management and personnel informed about

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COMMENTS


developments in the industry, general business world, wider community, nationally and globally

Provides the organisation with greater opportunities to do business with a wider circle of customers, in new regions, in new ways

Taps into key information about new products, services and contacts to cultivate

Question 39

Analyses the difficulty, issue or problem not the person

Discusses the difficulties and work towards a resolution

Provides support and encouragement

Provides training and development opportunities

Assists with goal setting and time management strategies

Uses consultative processes to improve work performance

Acknowledges and recognises work well done

Gains agreement on time to review progress

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QUESTION RECORDING SHEETBSBFIA401A Prepare financial reports


Question 40: What types of period end adjustments have you calculated and processed? Explain why each of these is necessary.

Question 41: Briefly outline the steps you have taken, including the detection of errors, to produce a) Profit and Loss statement, b) Balance Sheet.

Question 42: What are the important aspects of an asset register and why?

Question 43: In making financial recommendations, what issues have you raised and what types of evidence have you supplied to support your recommendation?





addressed

COMMENTS


Question 40Accurate reports and data entry

Double-entry bookkeeping principles

Taxation requirements

Legislative compliance

Budgeting /planning



Adjusts accruals (accrued revenues/income and accrued expenses) – adjustments relate to transactions occurring in the current accounting period but the effects of which are not yet recorded and recognised in the accounting period

Adjusts deferrals (income in advance/unearned revenue and prepayments/prepaid expenses) – adjustments aligns recorded revenue (income)and costs with appropriate accounting period

Adjusts depreciation – the cost of holding an asset should be spread over the accounting periods in which it helps to produce income

Adjusts and corrects errors – errors may have been made in the recording process but their effects were not identified in the trial balance

Question 41

Profit and Loss determines gross profit for trading account

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COMMENTS


closes gross profit or gross loss to the profit and loss account

closes remaining operating revenue expenses accounts to profit and loss to determine net

profit transfers net profit or net loss to capital account transfers drawings account to capital reverses entries for new financial year

Balance Sheet: calculate total assets owned by company (current

and non-current) calculate total liabilities calculates total assets minus liabilities equals net

assets calculates total equity – total owner’s equity (capital

minus drawings) minus current years earnings equals total equity

net assets equals total equity

Checks trial balance

Cross checks balance sheet account balances to ledger account

Makes journal entry supporting correction of errors

Opens and posts entries to a suspense account where necessary

Prepare revised balance sheet/extract

Question 42

Purchase price

Useful life

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Type of depreciation

Residual Value

Security/protection from theft and loss

Reporting responsibilities

Discusses reasons to keep track of assets purchase, depreciation and replacement

Question 43

Discusses recommendation – profit, loss, expenses, consolidation, write offs, cash flow

Issues

Profitability

Losses and returns

Cost structures

Suppliers

Internal controls

Statutory obligations

Evidence

Budgetary analysis

Forecasts and estimates

Returns of investments

Order and supplier documentation

Taxation and statutory returns

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QUESTION RECORDING SHEETBSBINN301A Promote innovation in a team environment


Question 44: Discuss a change to work practices implemented in your workplace. How was the need for change identified and how did you contribute to the implementation of the change?

Question 45: What methods have you used to gather information on the effect of change and how have you presented this information?

Question 46: Describe an innovative idea you have had to improve work practices. What guidelines did you follow when considering the idea and how did you source feedback on the idea?





addressed

COMMENTS



Codes of practice

Organisation’s strategic objectives and plans


Job descriptions

Access and equity practices

Management recommendation or decisions (e.g. relocation, downsizing, new priorities)

Technical, market, organisational or resource changes or uncertainty

Corporate research and development

Organisational restructuring, staffing changes

Introduction of new technology or products

Continuous improvement programs

Employee or team suggestions or interviews

Market demands; new client base

Analysis of qualitative/quantitative data

Brainstorming and feedback

Implement change

Creates a readiness to change

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Creates shared vision and common direction

Develops leadership

Implements mentoring and coaching programs

Builds the ability to change – prepares management, develops implementation plan, monitors change implementation

Promotes participation and consultation with individuals and teams

Encourages teams and asks for feedback

Promotes positive attitude

Question 45

Customer surveys

Employee satisfaction

Industrial disputes

Supplier feedback

Productivity measures

Cost savings

Market share data

Presented

Weekly reports

Monthly reports

Present to consultative groups

Occupational health and safety meetings

Union delegates consultation

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COMMENTS


Financial reports

Business and performance plans

Question 46

Values contribution of others

Integrates different points of view

Ensures idea is realistic

Ensures idea relates to work practices and company goals

Ensures idea is clear, correct and complete

Ensures idea meets company guidelines

Identifies risk factors and potential constraints

Provides recommendation for success of change

Feedback

Customer survey

Interviews

Comments from colleagues

Analysis of qualitative/quantitative data

Recommendations

Management decisions

Knowledge management systems

Quality assurance data

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QUESTION RECORDING SHEETBSBCMN413B Implement and monitor environmental policies


Question 47: Describe your organisation’s environmental policies and procedures. How have you shared this information with others in your work team?

Question 48: Discuss your role and responsibilities in identifying environmental hazards and assessing risk in your area. What types of reports are you required to complete (both internal and external)?

Question 49: Provide three (3) examples of environmental risks you have identified in your work area. What action did you take to rectify or improve the situation?

Question 50: What training have you undertaken on environmental procedures and what did the training cover?





addressed

COMMENTS


Question 47Legislation and Acts

Codes of practice


Legal requirements


Policies and procedures may include:

Hazard and risk identification

Avoid or minimise risk and waste

Environmental signage and labelling

Environmental auditing

Environmental aspects of product standards

Environmental work practices – responsibilities and planning

Record keeping and reporting procedures

Share information

Communicates verbally with others

Communicates in writing – posters, memos, procedures, emails

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Leads by example

Demonstrates practices

Trains team members

Inducts new team members

Question 48

Implements current strategies and future improvements

Monitors strategies and outcomes and keeping records

Understands and maintains knowledge on environmental concepts, policies and procedures

Acts as a facilitator to involve and consult with staff

Educates or identifies training needs

Supervises others

Reports

Measurements of environmental performance

Details of environmental hazards

Details of environmental polices and strategies

Assessment of environmental polices and strategies

Details of potential and existing environmental risks assessment and identification

Comments and responses – including internal and external sources

Question 49

Incorrect resource use – paper, cardboard, office equipment, electricity

Poor energy management – heating, cooling, office

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equipment, lighting, water heating

Incorrect purchasing – office stationary, batteries, printer cartridges, photocopiers, computers, furniture, paper, printing, cleaning services

Transport – couriers, company cars, commuting to work, freight deliveries

Waste – paper, glass bottles, aluminium cans, hand towels, obsolete office equipment, light bulbs, organic waste

Action

Identifies action to be taken

Determine who takes the action – self or delegate

Develops an information and communication plan

Sets targets and timelines to rectify

Monitors results

Seeks approval as required

Question 50

Formal training – workshops, seminars

Informal training – one-on-one

Organisation wide – general awareness training

New and changed environmental procedures and initiatives

Use of equipment

Purchasing environmentally friendly products

Specific procedures e.g. toner cartridge recycling

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QUESTION RECORDING SHEETBSBMKG414A Undertake marketing activities


Question 51: Discuss a marketing activity you have planned and managed. How did you evaluate the outcomes of the activity?

Question 52: What information have you or your organisation gained from reviewing marketing activities?





addressed

COMMENTS


Question 51Legislation and codes of practice

Industry and national standards



Marketing strategies

Business plans and objectives

Activities

Identifies the organisations need

Attends a trade show or other events

Develops displays, signs, media releases

Implements advertising or telemarketing campaigns

Creates website or online information

Conducts client or supplier information sessions

Creates promotion or information materials

Provided samples

Sources testimonials

Implements

Develops implementation or work plan

Determines resources requirements

Allocates roles and responsibilities

Communicates plan and timeframes

Monitors progress

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addressed

COMMENTS


Evaluate

Compares expected and actual outcomes

Debriefs participants

Analyses collected data – surveys, feedback

Identifies and documents future improvements

Reports on activity for management input

Question 52

Projected client inquiries

Projected detailed potential client follow up

Projected sales and service levels

Market definitions and statistics

Market segmentation

Target audience profiles

Marketing problems and change requirements

Future promotion activities

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QUESTION RECORDING SHEETPRDPOD503A Coordinate customer service activities


Question 53: Discuss contributions you have made to setting and implementing customer service standards.

Question 54: Provide an example of a problem or potential problem you have identified with customer service processes and how you handled the situation.





addressed

COMMENTS





Legal requirements and constraints

Reviews policies and procedures

Evaluates products and services

Builds business alliances

Upholds corporate image

Provides warranties and guarantees within guidelines

Provides feedback to management on effectiveness of standards

Access, interprets and implements standards

Participates in development of service standards, policies and procedures

Participates in periodic reviews

Trains personnel

Encourages consistent implementation of standards

Question 54

Reviews customer service process against customer needs and expectations

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addressed

COMMENTS


Reviews customer feedback

Identifies specific problem

Identifies the cause of the problem

Recommends improvement/s

Seeks approval to adjust processes

Adjusts and implements processes

Keeps stakeholders informed at all time

Maintains records of process and adjustments

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SECTION D

Practical Tasks and Observation Recording

SheetsYou use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.

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PRACTICAL TASKS

Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.

Unit of Competency

Practical Task

BSBPMG510A

Manage projects

BSBMKG414A

Undertake marketing activities

BSBMKG413A

Promote products and services

BSBWOR404A

Develop work priorities

BSBADM409A

Coordinate business resources

BSBLED401A

Develop teams and individuals

BSBRSK401A

Identify risk and apply risk management processes

Task 1

SCENARIO

This task requires you to demonstrate your project planning skills to plan a conference in six (6) months time from now. The conference is to be held in Sydney and small businesses across Australia are to be invited. You work for an E-Marketing company and the conference is on new E-Marketing products and services offered by your company.

Complete the following steps to this task using the resources provided in Section E of this document:

(a) Using effective participative arrangements with your project team, define the scope of the project (partially completed) and develop an innovative overview plan using Table 1 and 2 in Section E – x indicates areas to be completed

Include marketing strategies

Include team meetings and training and development

Plan for monitoring, record keeping and writing reports

Encourage effective workplace relationships using consultation and collaborative strategies

(b) Table 3 – Complete the risk assessment to demonstrate how risk will be managed and minimised

(c) Table 4 - Write in examples of costs you may encounter in such a project using the categories in the table as a guideline

(d) Table 5 - Write a number of questions you might ask your self and your team to review the success of the conference. From these questions develop feedback forms for conference delegates to fill in to inform your reporting

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Unit of Competency

Practical Task

BSBOHS407A

Monitor a safe workplace

BSBINN301A

Promote innovation in a team environment

BSBCMN413B

Implement and monitor environmental policies

BSBWOR401A

Establish effective workplace relationships

Task 2

Following is a list of workplace documents you would need to have knowledge of and be able to access in order to fulfil your work tasks and objectives.

company policies and procedures company mission statement, strategic plan, business plan legislation forms

This task requires you to show your assessor where in your workplace you would access these documents in order to carry out the following work task/objectives. Once you have accessed relevant documents to show your assessor, demonstrate the following:

(a) During a team meeting present an OHS issue you have identified to the team and outline the procedures that must be followed within the organisations policy and procedure. Ask for feedback and brainstorm innovative ideas about how to minimise the risk and report outcomes to the appropriate person(b) Using collaborative change processes, research environmental and energy efficiency management and provide professional development to the work team. Include in your presentation:

Definition of environmental and energy efficiency management and business sustainability

Policy and procedure changes Links between environmental, energy consumption, financial, safety and

other risks Ask for volunteers to establish a working committee to assist with the

development and implementation of new policies and procedures

BSBITS401AMaintain business technology

Task 31. Assessor to provide standard printer and PC.

a. Candidate is to undertake printer installation and maintenance and print test page.

b. Candidate is to check properties of printer and cancel a print job.

c. Candidate is to demonstrate where they could change a printer driver.

2. Assessor to provide stand alone PC.

a. Candidate is to access BIOS and identify hard drive within the BIOS.

b. Candidate is to install 2nd hard drive and configure so it can be seen in operating system.

3. Assessor is to provide standalone PC. Candidate is to undertake a range of maintenance tasks of hard drive including:

a. Defragmentation

b. Clear temporary internet files

c. Remove spyware/viruses

d. Using virus scanning software, candidate to run virus scanning manually and rectify any problems.

e. Delete old files and clear recycle bin

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Unit of Competency

Practical Task

4. Research a new technology that would apply to your workplace and reference where you sourced the information. Identify the benefits new technology would provide.

BSBRES401A

Analyse and present research information

BSBWRT401A

Write complex documents

BSBWOR401A

Establish effective workplace relationships

Task 4

This task requires you to identify objectives of the research based on the organisations requirements and plan your research.

Conduct research using valid and relevant strategies and collect, assess and organise information/data on any of the following:

Organisations products

Organisations services

Policy and procedures

Create a report on the findings with recommendations for improvements and present it to the appropriate person for feedback.

BSBFIA401A

Prepare financial reports

Task 5

This task requires you to access and use a computerised accounting system to report on financial activity in your workplace or a simulated environment.

Discuss with your assessor the types of reports you compile and the period they relate to or when you might develop such reports.

Generate at least three (3) reports in different formats e.g. trial balance, profit and loss statement, balance sheet, ledger, journals, business activity statement.

Discuss with your assessor the types of recommendations you might put forward to management based on the reports generated.

BSBCUS401A

Coordinate the implementation of customer service strategies

PRDPOD503A

Coordinate customer service activities

BSBCUS402A

Address customer needs

Task 6

This task requires you to demonstrate the implementation of customer service strategies and standards applied in your workplace.

Options

If you are being assessed in your workplace you may be able to train a staff member on your company’s customer service strategies and standards and how to meet customer’s special needs using business networks you and your company have established.

If you are not being assessed in your workplace then step through the same training outline with your assessor.

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OBSERVATION RECORDING SHEETPractical Tasks

CANDIDATE’S NAME: SIGNATURE: DATE:

ASSESSOR’S NAME: SIGNATURE: DATE:

LOCATION:

NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.

Unit and element

covered in task

Task No.

Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed

Date assessed

BSBPMG510A1, 2, 3, 4, 5BSBADM409A1, 2, 3BSBMKG413A1, 2BSBMKG414A1, 2BSBLED401A1, 2, 3BSBWOR404A1, 2, 3BSBOHS407A1, 2BSBWRT401A1

BSBWOR401A

1a Identifies scope and purpose of project Plans project (conference) in consultation with key stakeholders Develops a project planUses appropriate time management tools such as Gant and Bar charts, software, spreadsheets, Critical path method etc.Determines project resource requirementsBudgets for resource costs Allocates roles and responsibilities – including selfPlans and implements marketing activitiesPromotes consultation and participationKeeps clear recordsProduces reportsDevelops and maintains networksProvides product and procedural information including OHS and professional development based on team need

Legislation





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Unit and element

covered in task

Task No.


Date assessed

3, 4BSBCMN413B5

Coordinates training, coaching and learning for self and project team Evaluates learning outcomes against project needs

BSBOHS407A1, 2, 4, 5, 6BSBRSK401A1, 2, 3, 4BSBPMG510A2, 3BSBMKG413A1BSBWOR404A1

BSBWOR401A3

1b Identifies potential risk involved in the project Uses risk management tools to assess and plan for the minimisation of riskDetermines level of riskManages riskDevelops contingency plans to control riskUses consultative processesDelegates responsibilities to identified appropriate peopleReviews and monitors risk management planMaintains appropriate records


OHS Legislation

Risk management tools

BSBADM409A1, 3BSBPMG510A1, 2, 3, 4BSBCUS401A2BSBMKG413A1, 3BSBMKG414A2

1c Develops budget for projectIdentifies resource needsDevelops a budget for the projectAllocates realistic costsAllocates costs in line with company guidelines Seeks feedback and approval on budget/costs

Cash flowProfitability Enterprise policies and procedures

BSBWOR404A3BSBMKG413A

1d Reviews project for high quality outcomes Seeks feedback on effectiveness of promoting products and services



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Unit and element

covered in task

Task No.


Date assessed

3BSBRSK401A4BSBMKG414A2, 3BSBPMG510A2, 3, 4, 5BSBOHS407A3, 5, 6BSBADM409A3BSBLED401A1

Reports on effectiveness of conference in promoting products and servicesReviews problems and learning for future eventsSeeks advise and recommendations for improvementReview effectiveness of planning toolsReviews staffing allocation Records and reports on resource usage Monitors project implementation Monitors and reports on budget and actual costsMeasures outcomes against plan and budgetRecords problems and future planning

Quality standardsEnterprise policies and procedures

Legislation


BSBWOR401A1BSBOHS407A1, 2, 3, 4BSBRSK401A1, 2, 3, 4BSBINN301A3, 4BSBCMN413B1, 2, 3, 5

2a Provides information to team members of OHSImplements OHS guidelines Monitors participation in OHS activities Coordinates OHS trainingMonitors and reviews effectiveness of OHS training Maintains a training registerUses consultative processesIdentifies opportunities for improved work practices around OHS

Legislation

Codes of practice


Legal requirements

Management systems

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Unit and element

covered in task

Task No.


Date assessed

BSBINN301A1, 2, 3, 4

BSBWOR401A1, 2, 4BSBOHS407A1, 2, 3, 4BSBCMN413B1, 2, 3, 4, 5BSBLED401A1, 2, 3BSBRSK401A3, 4

2b Identifies opportunities for improved work practicesAnalyses risk factors involved with change Plans and implements changeEncourages others to foster changeEncourages suggestions on change and improved work practicesCommunicates ‘change’ in goals and objectives Uses business technology to implement changeProvides learning on change – mentoring/coachingOvercomes change problems with team membersMaintains relationships and communication during change process Monitors and evaluates effectiveness of change Provides clear information on environmental policiesIdentifies and assesses existing and potential risksPrioritises recommendation based on assessment Allocates task to overcome risksEncourages and supports continuous improvementMonitors risks, improvements and policy implementation Records and reports on environmental managementImplements and monitors training

Legislation

Codes of practice

Organisation’s strategic objectives and plans


Job descriptions

Access and equity practicesAustralian StandardsLegal requirements

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Unit and element

covered in task

Task No.


Date assessed

BSBITS401A1, 2, 3

3.1 Prepares work area appropriatelyUndertakes work safelyFollows organisational proceduresInstalls printer correctlyTests printerChecks properties of printerSuccessfully navigates to driver locationMaintains systemReplaces consumables Leaves work station in clean and tidy state

Legislation, regulations, codes of practice


Computer skills and software applications

Operating instructions and manuals

Security procedures


3.2 Prepares work area appropriatelyUndertakes work safelyFollows organisational proceduresAccesses BIOS correctlyIdentifies hard driveSources information on new technology Obtains approval on new technology as requiredInstalls 2nd hard drive correctlyConfigures hard driveActively takes precautions to avoid damage to componentsUses tools in a safe a proper mannerAccesses hard drive form operating systemLeaves work station in clean and tidy state

3.3 Prepares work area appropriatelyUndertakes work safelyFollows organisational proceduresUndertakes maintenance procedures correctly

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Unit and element

covered in task

Task No.


Date assessed

Uses tools in a safe a proper mannerTests equipment is functioning correctly

Undertakes virus scanning and corrective action

Leaves work station in clean and tidy state

3.4 Identifies places of reference for accessing information on new technologyDiscusses the benefits of continuous improvement through technologyIdentifies the need to introduce new technologiesDiscusses the cost and approval process for acquiring new technology

BSBRES401A1, 2, 3BSBWRT401A1, 2, 3, 4

4 Establishes method of collecting informationCollects informationAssesses information and how it relates to the research objectivesDetermines format of informationAccesses technology to store information and produce the reportOrganises information to suit audience, format and purpose of the reportEnters information on the reportReviews information Asks for feedback

Legislation


Workplace documentation

Data management


BSBFIA401A2, 3, 4

5 Collects, evaluates and codes financial data Complies data Checks for discrepancies Calculates data and prepares report Discusses recommendations supported by reportsRecommends actionIdentifies issues on report

Accurate reports and data entry

Double-entry bookkeeping principles

Taxation requirements


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Unit and element

covered in task

Task No.


Date assessed

Budgeting /planning


BSBCUS401A1, 2, 3PRDPOD503A1, 2, 3BSBCUS402A1, 2, 3

6 Promotes customer service strategies Encourages quality customer service standards Outlines strategies to deal with complaints and difficulties Implements customer service systems Discusses approaches in assessing customer needsOutlines strategies to help customer articulate needsDiscusses various special needs and how to address such needs Demonstrates reporting processes and forms Refers to team as required Access network to address customer needs Outlines strategies to establish and maintain business networksDemonstrates effective communication techniquesAccesses appropriate organisational forms as requiredDiscusses review of customer service strategies and recommendations

Legislation



Legal requirements and constraints

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SECTION E

Resources for Practical Tasks

You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.

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Task 1 resources

TABLE 1Item Particulars Time Resources PurposeScope

Sydney conference Date - x Key speakers

o xo xo x

Places/seats available - x

Complete timeframes X

Complete resource allocation/requirements X

Objectives To present a successful conference: with a 10 percent profit margin which will provide the company with new

networks X X

X X

Stage 1 Preparation requirements list x x x x x x x x

X X

Stage 2 Monitoring arrangements x x x x x x x x

X X

Stage 3 Completion due before conference x x x x x x x x

X X

Stage 4 Review and reporting on conference x x x x x x x x

X X

TABLE 2

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Role Responsibilities X X

X X

X X

X X

X X

TABLE 2Identified Risk Risk

levelContingency Plan Responsible

person/people

Review and feedback:

TABLE 3Categories Cost items

Allocated costs X

Capital expenditure X

Direct costs X

Fixed costsX

Indirect costs X

Labour costsX

Materials and supplies costs X

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Overhead costs X

Semi-variable costs X

Vendor costs X

TABLE 4Questions

X

X

X

X

X

X

X

X

X

X

X

X

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SECTION F

Third Party VerificationThe preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.

It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.

It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.

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REFEREE TESTIMONIAL

(Date)

To whom it may concern,

RE: skills in/as (insert candidate name) (insert industry/job title)

I certify that the above named person has:

worked at for a period of years

regularly undertaken the following activities within the workplace since commencing employment with this organisation:

Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace

a developed priorities and achieved work objectives

b. established and used business networks to address customer needs

c. developed teams and individuals

d. researched, analysed and presented information in complex documents and other formats

e. maintained business technology coordinated business resources

f. reported on financial activities

g. promoted products and services and undertook marketing activities

h. coordinated and implemented customer service strategies, standards and activities

i. monitored a safe workplace

j. promoted innovation and change

k. implemented environmental policies

l. identifies risk and applied risk management processes

m. managed projects

If you would like any further information or would like to discuss any of the above, I can be contacted on

Yours sincerely

SignaturePrint Name and Position

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SECTION G

Assessment TablesYou use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.

Question numbers refer to those found in SECTION C of this kit.

Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.

It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.

Editable Version


Elements Performance Criteria Questions Practical Tasks

BSBOHS407A Monitor a safe workplace

1. Provide information to the work group about Occupational Health and Safety policies and procedures

1.1 Relevant provisions of Occupational health and Safety legislation and codes of practice are accurately explained to the work group.1.2 Information on the organisation’s Occupational Health and Safety policies, procedures and programs is provided in a readily

accessible manner to the work group.1.3 Information about identified hazards and the outcomes of risk assessment and control is regularly provided and clearly explained to

the work group.

22

2

1a, 2a1b 2a, 2b

1b, 2a

2. Implement and monitor participative arrangements for the management of Occupational Health and Safety

2.1 The importance of effective consultative mechanisms in managing health and safety risks are explained.2.2 Consultative procedures are implemented and monitored to facilitate participation of work group in management of work area

hazards.2.3 Issues raised through consultation are promptly dealt with in accordance with organisational consultation procedures.2.4 The outcomes of consultation over Occupational Health and safety issues are recorded and communicated promptly to the work

group.

22

11

1a, 1b, 2a, 2b1a, 1b, 2a, 2b

1b, 2b1b

3. Implement and monitor the organisation’s procedures for providing Occupational Health and Safety training

3.1 Occupational Health and Safety training needs are systematically identified in line with organisational requirements3.2 Arrangements are made to meet Occupational health and Safety training needs of team members in consultation with relevant

individuals3.3 Workplace learning opportunities and coaching and mentoring assistance are provided to facilitate team and individual achievement

of identified training needs3.4 Costs associated with provision of training for work team are identified and reported to management for inclusion in financial plans

2, 52

2, 52

1d, 2a2a, 2b

2a, 2b

4. Implement and monitor procedures for identifying hazards and assessing risks

4.1 Hazards in work area are identified and reported in accordance with Occupational Health and Safety policies ane procedures4.2 Team member hazard reports are actioned promptly in accordance with organisational procedures

1, 31, 3

1b, 2a, 2b2b

5. Implement and monitor the organisation’s procedures for controlling risks

5.1 Procedures to control risks are implemented using the hierarchy of controls and organisational requirements5.2 Inadequacies in existing risk control measures are identified and reported in accordance with hierarchy of controls5.3 Outcomes of reported inadequacies are monitored where appropriate to ensure a prompt organisational response

3, 41

1, 3

1b1b

1b, 1d

6. Implement and monitor the organisation’s procedures for maintaining Occupational Health and Safety records for the team

6.1 Occupational Health and Safety records of incidents of occupational injury and disease in work area are accurately completed and maintained in accordance with OHS legal requirements

6.2 Aggregate information and data from work area records are used to identify hazards and monitor risk control procedures in work area

4, 5

1, 3, 5 1b, 1d

BSBCUS401A Coordinate the implementation of customer service strategies

1. Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational

requirements1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery1.4 Use business technology and/or online service to structure and present information on customer service needs

66, 76, 86

6666

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2. Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups2.2 Identify and allocate available budget resources to fulfil customer service objectives2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

88, 11

77

61c66

3. Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client

service strategies3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

76, 86

6, 7, 8

666

6


1. Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed1.2 Explain and match available services and products to customer needs1.3 Identify and communicate the rights and responsibilities of customers to the customer as appropriate

999

666

2. Satisfy complex customer needs

2.1 Explain possibilities for meeting customer needs 2.2 Assist customers to evaluate service and/or product options to satisfy their needs2.3 Determine and prioritise preferred actions2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

9, 109, 109, 109, 10

6666

3. Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within

and outside the organisation3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information

about the customer and the products and services available3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and

availability of products and services3.5 Maintain records of customer interaction in accordance with organisational procedures

1010

10

106, 7, 8, 10

66

6

66


1. Determine resource requirements

1.1 Determine resource requirements in accordance with business and operational plans and organisational requirements1.2 Provide opportunities to individuals and workgroups to contribute to the identification of resource requirements1.3 Ensure resource expenditure is realistic and makes efficient use of available budget resources1.4 Present recommendations on resource requirements in the required format, style and structure using relevant business equipment

and technology

1111, 128, 116, 11

1c1a1c1c

2. Acquire and allocate resources

2.1 Acquire physical resources and services in accordance with organisational requirements2.2 Check resources to ensure quality and quantity in line with service agreements2.3 Allocate resources promptly to enable achievement of work group objectives2.4 Ensure consultation with individuals and teams on allocation of resources is participative and is conducted using appropriate

12131312

1a1a

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interpersonal skills

3. Monitor and report on resource usage

3.1 Measure effectiveness of resource planning, and assess against actual costs and identified shortfalls and surpluses3.2 Develop and implement methods of monitoring resource use to enable timely and accurate reporting against business and operating

plans3.3 Identify improvements in resource planning through consultation and feedback, and implement in accordance with organisational

requirements3.4 Maintain records concerning equipment and resource purchases in accordance with organisational requirements

1313

1313

1a, 1c1a

1a1d


1. Maintain performance of hardware and software

1.1 Monitor and evaluate system effectiveness to ensure it meets organisational and system requirements1.2 Use operating system, drive and disk structure, reports and files to identify performance problems1.3 Maintain disk drives and peripherals according to manufacturers’ and organisational requirements1.4 Replace consumables in accordance with the manufacturers’ and organisational requirements

14141414

3.33.2

3.1, 3.33.1

2. Provide basic system administration

2.1 Carry out system back up procedure at regular intervals according to organisational and system requirements2.2 Install and operate software applications in accordance with developers’ and organisational requirements2.3 Maintain and update security access procedures in line with organisational requirements2.4 Ensure that licence for use of software is used, checked and recorded in accordance with organisational requirements2.5 Regularly maintain and update virus programs in accordance with organisational requirements

1515151515

3.33.13.33.13.3

3. Identify future technology requirements

3.1 Maintain knowledge of current and new technology by regularly accessing sources of information3.2 Identify and develop improved technology systems using feedback from clients and colleagues3.3 Assess existing technology against newly available technology to determine future needs and priorities3.4 Identify and select new technologies to achieve and maintain continuous organisational development3.5 Obtain management and budget approval for new selected technologies

1616161616

3.43.43.43.43.4


1. Determine development needs

1.1 Systematically identify and implement learning and development needs in line with organisational requirements1.2 Ensure that a learning plan to meet individual and group training and development needs is collaboratively developed, agreed to and

implemented1.3 Encourage individuals to self evaluate performance and identify areas for improvement1.4 Collect feedback on performance of team members from relevant sources and compare with established team learning needs

1717

1717

1a, 2b1a, 2b

1d, 2b

2. Develop individuals and teams

2.1 Identify learning and development program goals and objectives, ensuring a match to the specific knowledge and skill requirements of competency standards relevant to the industry

2.2 Ensure that learning delivery methods are appropriate to the learning goals, the learning style of participants, and availability of equipment and resources

2.3 Provide workplace learning opportunities and coaching and mentoring assistance to facilitate individual and team achievement of competencies

2.4 Create development opportunities that incorporates a range of activities and support materials appropriate to the achievement of identified competencies

17

18

1818

1a, 2b

2b

1a, 2b1a

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2.5 Identify and approve resources and time lines required for learning activities in accordance with organisational requirements18 1a

3. Monitor and evaluate workplace learning

3.1 Use feedback from individuals or teams to identify and implement improvements in future learning arrangements3.2 Assess and record outcomes and performance of individuals/teams to determine the effectiveness of development programs and the

extent of additional development support3.3 Negotiate modifications to learning plans to improve the efficiency and effectiveness of learning3.4 Document and maintain records and reports of competency according to organisational requirements

1919

1919

2b1a, 2b

1a


1. Plan promotional activities

1.1 Identify and assess promotional activities to ensure compatibility with organisational requirements1.2 Plan and schedule promotional activities according to the marketing needs of the organisation1.3 Determine overall promotional objectives in consultation with designated individuals and groups1.4 Ensure that time lines and costs for promotion of activities are realistic and consistent with budget resources1.5 Develop action plans to provide details of product and services being promoted

2121

20, 21, 2221, 22

20, 21, 22

1a1a, 1b, 1c

1a1a, 1c

1a

2. Coordinate promotional activities

2.1 Ensure personnel and resources to support promotional activities are identified and prepared to facilitate the achievement of promotional goals

2.2 Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel2.3 Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation2.4 Use networks to assist in the implementation of promotional activities

21

212121

1a

1a1a1a

3. Review and report on promotional activities

3.1 Analyse audience feedback and data to determine the impact of the promotional activity on the delivery of products and services3.2 Assess effectiveness of planning processes to identify possible improvements in future activities3.3 Collect feedback and provide to personnel and agencies involved in promotional activity3.4 Analyse costs and time lines to evaluate the benefits accruing from the promotional activities3.5 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of

promotional activities

2323232323

1d1d1d

1c, 1d1d


1. Define project 1.1 Access project scope and other relevant documentation 1.2 Define project stakeholders 1.3 Seek clarification from delegating authority of any issues related to project and project parameters1.4 Identify limits of own responsibility and reporting requirements1.5 Clarify relationship of project to other projects and to the organisation’s objectives1.6 Determine and access available resources to undertake project

242424242424

1a1a

1a1a

1a, 1c

2. Develop project plan 2.1 Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters

2.2 Identify and access appropriate project management tools

24

25

1a

1a

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2.3 Formulate risk management plan for project, including occupational health and safety (OHS)2.4 Develop and approve project budget2.5 Consult team members and take their views into account in planning the project2.6 Finalise project plan and gain any necessary approvals to commence project according to documented plan

25242424

1b1c

1a, 1d

3. Administer and monitor project

3.1 Take action to ensure project team members are clear about their responsibilities and the project requirements 3.2 Provide support for project team members, especially with regard to special needs, to ensure that the quality of the expected

outcomes of the project and documented time lines are met3.3 Establish and maintain required record keeping systems throughout the project3.4 Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality 3.5 Complete and forward project reports as required to stakeholders3.6 Undertake risk management as required to ensure project outcomes are met3.7 Achieve project deliverables

2525

2525262525

1a1a, 1d

1a, 1c1a, 1c

1d1b

1a, 1b, 1c, 1d

4. Finalise project 4.1 Complete financial record keeping associated with project and check for accuracy4.2 Assign staff involved in project to new roles or reassign to previous roles4.3 Complete project documentation and obtain any necessary sign offs for concluding project

262626

1c, 1d1a

5. Review project 5.1 Review project outcomes and processes against the project scope and plan5.2 Involve team members in the project review 5.3 Document lessons learnt from the project and report within the organisation

262626

1a, 1d1d1d


1. Gather and organise information

1.1 Gather and organise Information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements

1.2 Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements1.3 Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational

requirements1.4 Identify research requirements for combining online research with non-electronic sources of information1.5 Use business technology to access, organise and monitor information in accordance with organisational requirements1.6 Update, modify, maintain and store information, in accordance with organisational requirements

27

2727

272727

4

44

444

2. Research and analyse information

2.1 Clearly define objectives of research ensuring consistency with organisational requirements2.2 Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use of

available resources2.3 Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other search

tools2.4 Use reliable methods of data analysis that are suitable to research purposes2.5 Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with research and

business objectives

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28

2828

44

4

44

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3. Present information 3.1 Present recommendations and issues in an appropriate format, style and structure using suitable business technology3.2 Structure and format reports in a clear manner that conforms to organisational requirements3.3 Report and distribute research findings in accordance with organisational requirements3.4 Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements

2727, 28

2827, 28

4444


1. Identify risks 1.1 Identify the context for risk management1.2 Identify risks using tools, ensuring all reasonable steps have been taken to identify all risks1.3 Document identified risks in accordance with relevant policies, procedures and legislation

292929

1b1b

1b, 2a

2. Analyse and evaluate risks

2.1 Analyse and document risks in consultation with relevant stakeholders2.2 Undertake risk categorisation and determine level of risk2.3 Document analysis processes and outcomes

292929

1b, 2a1b1b

3. Treat risks 3.1 Determine appropriate control measures for risks and assess for strengths and weaknesses3.2 Identify control measures for all risks3.3 Refer risks relevant to whole of organisation or having an impact beyond own work responsibilities and area of operation to others as

per established policies and procedures3.4 Choose and implement control measures for own area of operation and/or responsibilities3.5 Prepare and implement treatment plans

3030303030

1b1b, 2a

2a1b, 2b

1b

4. Monitor and review effectiveness of risk treatment/s

4.1 Regularly review implemented treatment/s against measures of success4.2 Use review results to improve the treatment of risks4.3 Provide assistance to auditing risk in own area of operation4.4 Monitor and review management of risk in own area of operation

30303030

1b1d, 2a1b, 2b1b, 2b


1. Plan documents 1.1 Determine the purposes of documents1.2 Choose appropriate formats for documents1.3 Establish means of communication1.4 Determines requirements of documents1.5 Determine categories and logical sequences of data, information and knowledge to achieve document objectives1.6 Develop overview of structure and content of documents

313232313131

1a, 44

1a, 4444

2. Draft text 2.1 Review and organise available data, information and knowledge according to proposed structure and content2.2 Ensure data, information and knowledge is aggregated, interpreted and summarised to prepare text that satisfies document

purposes and objectives2.3 Include graphics as appropriate2.4 Identify gaps in required data and information, and collect additional material from relevant enterprise personnel2.5 Draft text according to document requirements and genre

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313131

44

444

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2.6 Use language appropriate to the audience 31 4

3. Prepare final text 3.1 Review draft text to ensure document objectives are achieved and requirements are met3.2 Check grammar, spelling and style for accuracy and punctuation3.3 Ensure draft text is approved by relevant enterprise personnel3.4 Process text amendments as required

31,3231,3231,3231,32

44

4

4. Produce document 4.1 Choose basic design elements for documents appropriate to audience and purpose4.2 Use word processing software to apply basic design elements to text4.3 Check documents to ensure all requirements are met

31,32,3331,32,3331,32,33

444


1. Plan and complete own work schedule

1.1 Workgroup plans are prepared to reflect consideration of resources, client needs and workgroup targets1.2 Work objectives and priorities are analysed and incorporated into personal schedules and responsibilities1.3 Factors affecting the achievement of work objectives are identified and contingencies established and incorporated into work plans1.4 Business technology is used efficiently and effectively to manage and monitor planning completion and scheduling of tasks

34343434

1a1a1b1a

2. Monitor own work performance

2.1 Personal performance standards are identified and analysed through self-assessment and feedback from others on the achievement of work objectives

2.2 Feedback on performance is actively sought from colleagues and clients and evaluated in context of individual and group requirements

2.3 Variations in the quality of service and products are routinely identified and reported in accordance with organisational requirements

35

35

35

1a

1a1a

3. Coordinate professional development

3.1 Personal knowledge and skills are assessed against organisational benchmarks to determine development needs and priorities3.2 Opportunities for improvement and sources of learning are researched and planned in liaison with colleagues3.3 Feedback is used to identify and develop ways to improve competence within available opportunities3.4 New skills are identified and professional development activities are accessed and completed to facilitate continuous learning and

career development3.5 Records and documents relating to achievements and assessments are stored and maintained in accordance with organisational

requirements

36363536

36

1a1a1d1a

1a


1. Collect, analyse and communicate information and ideas

1.1 Collect relevant information from appropriate sources and analyse and share with work team to improve work performance1.2 Communicate ideas and information in a manner which is appropriate and sensitive to the cultural and social diversity of the

audience and any specific needs1.3 Implement consultation processes to encourage employees to contribute to issues related to their work, and promptly relay feedback

to the work team in regard to outcomes1.4 Seek and value contributions from internal and external sources in developing and refining new ideas and approaches1.5 Implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel as required

3737

3737

37, 39

2a2a

2a, 2b2a, 2b

2b

2. Develop trust and confidence

2.1 Treat all internal and external contacts with integrity, respect and empathy2.2 Use the organisation’s social, ethical and business standards to develop and maintain effective relationships

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2b2b

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2.3 Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance2.4 Adjust interpersonal styles and methods to meet organisation’s social and cultural environment2.5 Encourage other members of the work team to follow examples set, according to organisation’s policy and procedures

37, 38, 3937

38, 392b

3. Develop and maintain networks and relationships

3.1 Use networks to identify and build relationships3.2 Use networks and other work relationships to provide identifiable benefits for the team and organisation

37, 3837, 38

1a1b

4. Manage difficulties into positive outcomes

4.1 Identify and analyse difficulties, and take action to rectify the situation within the requirements of the organisation and relevant legislation

4.2 Guide and support colleagues to resolve work difficulties4.3 Regularly review and improve workplace outcomes in consultation with relevant personnel4.4 Manage poor work performance within the organisation’s processes4.5 Manage conflict constructively within the organisation’s processes

37, 39

37, 3937, 3937, 3937, 39

1a

2b

2b2b


1. Maintain asset register 1.1 Prepare a register of property, plant and equipment from fixed asset transactions in accordance with organisational policy and procedures

1.2 Determine method of calculating depreciation in accordance with organisational requirements1.3 Maintain asset register and associated depreciation schedule in accordance with organisational policy, procedures and accounting

requirements

42

42, 4342

2. Record general journal entries for balance day adjustments

2.1 Record depreciation of non-current assets and disposal of fixed assets in accordance with organisational policy, procedures and accounting requirements

2.2 Adjust expense accounts and revenue accounts for prepayments and accruals2.3 Record bad and doubtful debts in accordance with organisational policy, procedures and accounting requirements2.4 Adjust ledger accounts for inventories, if required, and transfer to final accounts

40, 42, 43

40, 4140, 4140, 41

5

555

3. Prepare final general ledger accounts

3.1 Enter general journal entries for balance day adjustments in general ledger system in accordance with organisational policy, procedures and accounting requirements

3.2 Post revenue and expense account balances to final general ledger accounts system3.3 Prepare final general ledger accounts to reflect gross and net profits for reporting period

40, 41

4141

5

55

4. Prepare end of period financial reports

4.1 Prepare revenue statement in accordance with organisational requirements to reflect operating profit for reporting period4.2 Prepare balance sheet to reflect financial position of business at end of reporting period4.3 Identify and correct, or refer errors for resolution in accordance with organisational policy and procedures

4040, 41

40, 41, 43

555

BSBINN301A Promote innovation in a team environment

1. Create opportunities to maximise innovation within the team

1.1 Evaluate and reflect on what the team needs and wants to achieve1.2 Check out information about current or potential team members’ work in the context of developing a more innovative team1.3 Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for cross-

fertilising ideas

44, 45,4644, 45

44

2b2b2b

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1.4 Acknowledge, respect and discuss the different ways that different people may contribute to building or enhancing the team 44 2b

2. Organise and agree effective ways of working

2.1 Jointly establish ground rules for how the team will operate2.2 Agree and communicate responsibilities in ways that encourage and reinforce team-based innovation2.3 Agree and share tasks and activities to ensure the best use of skills and abilities within the team2.4 Plan and schedule activities to allow time for thinking, challenging and collaboration2.5 Establish personal reward and stimulation as an integral part of the team’s way of working

44, 4644, 45, 46

4444

44, 46

2b2b2b2b2b

3. Support and guide colleagues

3.1 Model behaviour that supports innovation3.2 Seek external stimuli and ideas to feed into team activities3.3 Pro-actively share information, knowledge and experiences with other team members3.4 Challenge and test ideas within the team in a positive and collaborative way3.5 Pro-actively discuss and explore ideas with other team members on an ongoing basis

44, 4644, 4544, 4644, 46

44, 45, 46

2a2a

2a, 2b2a

4. Reflect on how the team is working

4.1 Debrief and reflect on activities and on opportunities for improvement and innovation4.2 Gather and use feedback from within and outside the team to generate discussion and debate4.3 Discuss the challenges of being innovative in a constructive and open way4.4 Take ideas for improvement, build them into future activities and communicate key issues to relevant colleagues4.5 Identify, promote and celebrate successes and examples of successful innovation

44, 45, 4645, 4645, 4645, 46

44

2a2a, 2b

2a2a, 2b2a, 2b


1. Provide information to the work team

1.1 Explain environmental and energy efficiency information provided to the work team in a clear and concise manner and ensure it is made readily accessible to all employees

1.2 Convey organisation’s activities/performance in regard to environmental and energy efficiency management and business sustainability

1.3 Explain links between environmental, energy consumption, financial, safety and other risk areas and how these are integrated in organisational policies and practices

1.4 Provide information on environmental and energy efficiency systems and procedures and other risk areas within the area of management responsibility

47

47, 48, 49

48

47. 48, 49

2a

2a

2b

2a, 2b

2. Implement and monitor operational procedures

2.1 Identify and assess existing and potential environmental and energy efficiency risks and/or seek expert advice 2.2 Carry out prioritised recommendations from the assessments as part of the organisation’s operational procedures2.3 Implement organisational environmental and energy efficiency policies and procedures, including risk policies and procedures2.4 Allocate tasks and monitor outcomes, in accordance with organisational policies and targets2.5 Implement contingency plan promptly when incidents occur

4948, 4948, 4948, 49

49

2a, 2b2b

2a, 2b2b

3. Implement and monitor change and continuous improvement

3.1 Implement environmental and energy efficiency improvement plans for own work group and integrated with other operational activities

3.2 Identify, implement and monitor best practice approaches to improving environmental and energy efficiency performance by reducing environmental and greenhouse risk and waste

3.3 Seek suggestions and ideas about environmental energy efficiency management from the work team and act upon where appropriate

48, 49

49

47, 48, 49

2b

2a, 2b

2a, 2b

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3.4 Seek suggestions from supply chain, at tender/contract stage, for ways of improving environmental and energy consumption performance

47, 48, 49 2b

4. Implement and monitor recording procedures

4.1 Identify and implement internal and external reporting procedures 4.2 Maintain environmental and energy efficiency records accurately and legibly and stored securely in a form accessible for reporting

purposes4.3 Monitor information/records to identify trends that may require remedial action and use to promote continuous improvement of

environment and energy efficiency performance

4848, 49

49

2b2b

2b

5. Implement and monitor an environmental management training program

5.1 Identify environmental and energy efficiency training needs accurately, and specifying gaps between environmental and energy efficiency corporate practices

5.2 Make arrangements for fulfilling identified training needs for the work group with relevant parties

48, 49, 50

48, 50

1a, 2a, 2b

1a, 2a, 2b


1. Plan marketing activities

1.1 Need for marketing activities is identified1.2 Investigate previous marketing activities for relevant information1.3 Identify and analyse relevant policies and procedures 1.4 Identify outcomes expected from marketing activities 1.5 Undertake analysis of collected basic market information 1.6 Develop and document work activity plans for marketing activities 1.7 Obtain approval of plans from relevant enterprise personnel

5151

51, 5251

51, 525151

1a1a

1a1a1a

2. Implement and manage marketing activities

2.1 Determine and assess resources required for work activities 2.2 Undertake marketing activities 2.3 Assign responsibilities and functions to relevant personnel performing specific marketing functions2.4 Monitor marketing activities, reviewing and amending activity plans as required

515151

51, 52

1c

1a1d

3. Review marketing activities

3.1 Measure and document outcomes of marketing activities 3.2 Review marketing activities against expected outcomes and document identified improvements 3.3 Prepare reports of marketing activities and communicate to relevant enterprise personnel

51, 525151

1d

1d


1. Contribute to quality customer standards

1.1 Customer service standards are accessed, interpreted, applied and monitored in the workplace in accordance with the organisation's standards, policies and procedures

1.2 Contributions are made to the development, refinement and improvement of service policies, standards and processes

53

53, 54

6

6

2. Implement customer service systems

2.1 All personnel are encouraged to consistently implement customer service systems2.2 Customer feedback is reviewed in consultation with appropriate personnel and is analysed when improving work practices2.3 Customer service problems are identified and adjustments made to ensure continued service quality2.4 Adjustments are communicated to all those involved in service delivery within appropriate timeframes2.5 Delivery of services and products is coordinated and managed to ensure they effectively and efficiently meet agreed quality

standards

5353, 54

5454

53, 54

6

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3. Implement team customer service standards

3.1 Team and work activities are planned and implemented to meet customer needs and expectations and minimise inconvenience3.2 Resources required to undertake team tasks while meeting required customer service levels are identified

53, 5453, 54

66

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