Qualification Specification - tquk.org · PDF fileThe aim of the Qualification Specification...

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Qualification Specification

www.tquk.org

601/6253/3

TQUK Level 4 Diploma in Business Administration (QCF)

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Contents Page no:

1. INTRODUCTION 32. QUALIFICATION SPECIFICATIONS 33. INTRODUCTION TO THE QUALIFICATION 44. PROGRESSION 45. STRUCTURE 56. ASSESSMENT 77. CENTRE APPROVAL 88. COURSE DELIVERY 119. CENTRE QUALITY ASSURANCE 1310. THE TQUK MANAGEMENT SUITE 1511. USEFUL WEBSITES 1512. UNIT OF ASSESSMENT 16

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TQUK is an Awarding Organisation recognised by the Office of Qualifications and Examinations Regulation(Ofqual) in England and by the Welsh Government.

TQUK offers qualifications on the Qualifications and Credit Framework (QCF). Qualifications regulated by Ofqualare listed on the Register of Regulated Qualifications (http://register.ofqual.gov.uk/).

We aim to provide qualifications that meet the needs of industry which are designed by leading professionals anddelivered to centres and learners with integrity and compliance in mind. To accompany the qualification, TQUKwill provide centres with world class customer service to support the delivery of our qualifications.

Please visit our website www.tquk.org for news of our latest developments.

Qualification Specifications

Each qualification which TQUK offers is supported by a specification that includes all the information required by acentre to deliver a qualification. Information in the specification includes unit information, assessment and learningoutcomes.

The aim of the Qualification Specification is to guide a centre through the process for delivering the qualification.Please read alongside the TQUK Centre Handbook. Further details of TQUK’s procedures and policies can befound on our website www.tquk.org and accessed via a centre’s homepage in the Management Suite.

TQUK expects all centres to familiarise themselves with the specification and the Centre Handbook as they willassist in the administration, preparation, delivery and assessment of the qualification.

All TQUK literature will be provided through the medium of English. On request, materials can be supplied inWelsh or Irish.

Qualification specifications can be found on the TQUK website www.tquk.org

Please check the website regularly to ensure that you are using the most up to date version.

This qualification may be eligible for public funding. If you are applying for funding you should use the QNnumber. For further advice on funding, contact TQUK.

If you have any further questions please contact TQUK.

Introduction

Qualification Specifications

Welcome to TQUK.

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TQUK is a professional organisation and use of its name and logo is restricted. TQUK’s name may only be used byapproved centres to promote any TQUK qualifications.

When using TQUK’s logo, there must be no changes or amendments made to it, in terms of colour, size, borderand shading. Only the logo given as part of centre approval should be used.

Approved centres must only use the logo for promotional materials such as on corporate/business letterheads,pages of a centre's web site relating to TQUK qualifications, printed brochures, leaflets or exhibition stands.

If a centre no longer has TQUK approved centre status, it must immediately discontinue the use of TQUK’s logo.

Introduction to the Qualification

The TQUK Level 4 Diploma in Business Administration (QCF) is regulated by Ofqual.

The purpose of the qualification is to support learners in a work role by providing underpinning knowledge of awide range of business administration activities.

The qualification is a knowledge component of the Higher Apprenticeship in Business Administration.

Entry Requirements

There are no specific entry requirements however learners should have a minimum of Level two in literacy andnumeracy or equivalent.

The qualification is suitable for learners of 18 years of age and above.

Progression

Successful learners can progress to other qualifications such as:

TQUK Level 4 NVQ Diploma in Business Administration (QCF)Level 5 Certificate/Diploma in Business Support (QCF)

Level 5 Diploma in Business and Administrative Management

Level 5 Certificate in Delivery of Business Support Services (QCF)

Introduction to the Qualification

Qualification Purpose

Use of TQUK Logo, Name and Qualifications

Progression

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Learners must achieve a minimum of 42 credits : 17 credits from the mandatory units and a minimum of25 credits from the optional units.

Mandatory Units

Unit(s) Unit ref. Level Guided LearningHours

Creditvalue

1 Business Administration Systems F/506/4140 4 31 6

2 Communicating in a Business D/506/4145 4 28 5

3 Managing Self Development T/506/4149 3 36 6

Optional Units

Unit(s) Unit ref. Level Guided LearningHours

Creditvalue

4 Principles of Quality Management A/506/4167 4 37 4

5 Principles of Operational Planning M/506/4182 4 67 15

6 Principles of Project Management F/506/4185 4 57 10

7 Principles of the Internet and E-Business K/506/4200 4 76 15

8 Human Resource Management L/506/4206 4 38 5

9 Principles of Marketing R/506/4210 5 53 8

10 Information Systems Y/506/4211 4 31 5

11 Finance for Administrative Managers D/506/4212 5 31 5

12 Business Risk Management H/506/4213 5 41 6

13 Managing People and Performance in aBusiness Environment

M/506/4215 4 38 6

14 Stakeholder engagement and management T/506/4460 4 13 4

15 Principles of Administration for ExecutiveAssistants

T/506/4216 4 73 10

StructureStructure 5

16 Principles of Customer Service Management A/506/4217 4 80 8

17 Principles of management and leadership inorganisations

L/506/4478 4 20 6

18 Managing Information and Knowledge F/506/4218 4 72 15

19 Collaborating with Other Departments J/506/4219 3 18 4

20 Principles of business strategic planning anddevelopment

F/506/4459 4 17 5

21 Understand How to Manage Work Activitiesto Improve Business Performance

A/506/4220 4 43 11

Guided Learning Hours

The credit value of a qualification can be used to determine how long it will take a learner to achieve, as onecredit corresponds to 10 hours of learning. These hours are made up of contact time with a teacher/assessor,referred to as guided learning hours (GLH), and non-contact time for study and assessment activities.

The range of GLH for this qualification is 195-303

Assessment

This qualification requires assessment of knowledge therefore:

Assessment may take place in or outside of a real work environment.

Assessment decisions must be made by an occupationally knowledgeable assessor who is qualified to makeassessment decisions.

Centres should refer to TQUK’s Assessment Guidance document which can be found on the TQUK ManagementSuite. This document details the types of assessment and evidence which are acceptable.

Recording documents for the assessments can be found on the TQUK Management Suite. These include anObservation Record.

All learning outcomes must be met to achieve a Pass - there is no grading

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Centre Approval

To offer any TQUK qualification each centre must be registered with TQUK and meet centre and qualificationapproval criteria. Approval must be confirmed prior to any assessment of learners taking place. It is essential thatcentres provide learners with access to appropriate support in the form of specialist resources.

Approved centres must seek approval for each qualification they wish to offer.

The approval process requires centres to demonstrate that they have the resources, including staff, to deliver andassess the qualification.

In order to obtain centre approval from TQUK, an approved centre must have a range of policies in place. A fulllist of these policies can be found on the centre’s homepage of the TQUK Management Suite in the downloadssection. It is a centre’s responsibility to ensure that all employees are aware of the policies and procedures andthat they are adhered to at all times. Learners should also be informed, by the centre, of policies that are relevantto them such as complaints and appeals.

Failure to enforce or adhere to these policies could result in a centre’s approval status being withdrawn.

TQUK has policies and procedures in place to support centres. Definitions and details can be found in the CentreHandbook and on the TQUK website.

These include:

If a centre does not have an Equality and Diversity Policy, TQUK can provide one. Learners should be madeaware that this policy is available to them should they choose to view it.

TQUK is committed to complying with all current and relevant legislation in relation to the development anddelivery of our qualifications which at the time of writing includes, but is not limited to, the Equality Act 2010. Weseek to uphold human rights relating to race relations, disability discrimination and special educational needs ofour learners and to provide equal reasonable adjustments and special considerations for all learners registered onour qualifications.

TQUK expect all approved centres to have in place an Equality and Diversity Policy, which includes the followingprinciples and guidelines:

Assessment should be a fair test of learners’ knowledge and what they are able to do. For some learners the usualformat of assessment may not be suitable. We ensure that our qualifications and assessments do not bar learnersfrom taking our qualifications.

Centre Approval

Centre Policies

Equality and Diversity

Reasonable Adjustments and Special Considerations

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We recognise that reasonable adjustments or special considerations may be required at the time of assessmentwhere:

learners have a permanent disability or specific learning needs learners have a temporary disability, medical condition or learning needs learners are indisposed at the time of the assessment.

The provision for reasonable adjustments and special consideration arrangements is made to ensure that learnersreceive recognition of their achievement provided that the equity, validity and reliability of the assessments can beassured. Such arrangements are not concessions to make assessment easier for learners, or to provide any learnerwith unfair advantage.

For full details of TQUK's policy and the process for requesting reasonable adjustments and/or specialconsiderations, please refer to the Reasonable Adjustments and Special Considerations Policy on the homepageon the TQUK Management Suite.

TQUK’s Appeals Policy is aimed at our customers, including learners, who are delivering, enrolled on or havetaken a TQUK approved qualification or unit. It sets out the process a centre should follow when submittingappeals to TQUK and the process TQUK will follow when responding to enquiries and appeals.

It is important that staff involved in the management, assessment and quality assurance of TQUK’s qualificationsare aware of the contents of TQUK’s policy.

For details of TQUK's policy and procedure on appeals, please refer to the homepage on the TQUK ManagementSuite.

To be approved by TQUK, a centre must have in place an internal Appeals Policy that is shared with learners.

For details of TQUK's policy and procedure on complaints, please refer to the homepage on the TQUKManagement Suite.

Approved centres will be able to access support from TQUK whenever necessary. External Verifier visits will beundertaken on a regular basis. TQUK also offer approved centres the service of an Account Manager. An AccountManager’s role is to support centres with any administration queries or qualification support.

Course Delivery

All learners should be given appropriate pre-course information regarding any TQUK qualifications. Theinformation should explain about the qualification, the fee, the form of the assessment and any entryrequirements or resources needed to undertake the qualification.

Appeals Policy

Complaints

Support from TQUK

Course Delivery

Pre-Course Information

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Centres should ensure that any learner registered on a TQUK qualification undertakes some form of initialassessment. The initial assessment should be used to inform a teacher/trainer on the level of the learner’s currentknowledge and/or skills.

Initial assessment can be undertaken by a teacher/trainer in any form, depending on the qualification to beundertaken by the learner/s. It is the centre's responsibility to make available forms of initial assessment that arevalid, applicable and relevant to TQUK qualifications.

All initial assessment findings should be analysed by a teacher/trainer and the information obtained should beused to inform teaching and learning approaches, content delivery and assessment strategies. Initial assessmentwill be reviewed during the IV and EV process.

Once approved to offer a qualification, the centre should register learners before any assessment can take place.Approved centres must follow TQUK’s procedures for registering learners on the homepage of the ManagementSuite. For short courses, TQUK offer the option of registering a course and booking a number of places. Learnersare then added once the course has taken place, thus acknowledging situations where substitutions are made atshort notice to meet business needs.

Learners will need access to the following:

Course manual ICT resources if applicable Equipment at the venue Appropriate general and subject specific texts A suitably equipped venue and resources Other resources to support identified needs of learners. Resources to support the delivery of the qualification

This list is not final, additional resources may be added to meet the needs of the learners.

Training must be delivered following quality detailed lesson plans. All lesson plans must include:

Aim (a clear concise statement to show what the learners are to achieve by the end of the course) Objectives (to give the learners a step by step guide as to how they are going to achieve the aim of the

course) Length of time allocated for each individual session Learner activities during the session Training methods, resources and equipment to be used Methods of assessing the level of knowledge/skills the learners have gained.

Initial Assessment

Learner Registration

Resources

Training Requirements

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The role of a teacher, trainer, tutor or assessor is to deliver TQUK qualifications to learners. They must be qualifiedin the subject area they are delivering. Any centre staff delivering a qualification must also hold relevantexperience of delivery of that qualification or work experience in the qualification subject.

The responsibility of a trainer, teacher, tutor or assessor is to ensure that learners gain knowledge and/or skillswhen studying a TQUK qualification. They must ensure that they follow TQUK’s qualification specifications anddeliver an interesting and informative course to learners.

They must ensure learners receive the correct support and/or advice to assist them in achieving their qualification.

All TQUK qualifications must be delivered in a professional manner. It is a teacher/trainer’s responsibility to ensurethat all sessions are fully planned and prepared and that all resources are available to learners.

In order to gain approval by TQUK to deliver the TQUK Level 4 Diploma in Business Administration (QCF)trainers/assessors must:

be occupationally knowledgeable in the subject area being delivered show current evidence of continuing professional development in assessment and quality assurance

and

hold the qualification (or equivalent ) they are assessing and have successfully assessed learners for otherqualifications; if assessing quality assurance roles, they must have experience as a qualified qualityassurance practitioner of carrying out internal or external quality assurance of qualifications for a minimumof two assessors

and a teaching qualification such as:

o Further and Adult Education Teachers Certificateo Cert Ed/PGCE/B Ed/M Edo PTLLS/CTLLS/DTLLSo Level 3 Award/4 Certificate/5 Diploma in Education and Training

and

be occupationally competent in the training and/or assessing and operating within Learning andDevelopment NOS 9 Assess Learner Achievement, evidenced by one or more of the following orequivalent qualifications:

o Level 3 Award in Assessing Competence in the Work Environment (QCF)o Level 3 Award in Assessing Vocationally Related Achievement (QCF)o Level 3 Award in Understanding the Principles and Practices of Assessment (QCF)o Level 3 Certificate in Assessing Vocational Achievement (QCF)o A1 or D32/D33

or

attend a CPD event for trainer/assessors held by TQUK

Trainer/Assessor Requirements

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A centre must ensure that assessment is valid, reliable and does not disadvantage or advantage any group oflearners or individuals. The assessment procedure should be open, fair and free from bias. There should also beaccurate and detailed recording of assessment decisions.

In order to do this, the centre should:

Assess learner’s evidence using only the published assessment criteria Ensure that assessment decisions are impartial, valid and reliable Develop assessment procedures that will minimise the opportunity for malpractice Maintain accurate and detailed records of assessment decisions Maintain a robust and rigorous internal verification procedure Annually provide samples for external verification, as required by the awarding body Monitor external verifier reports and undertake any remedial action required Share good assessment practice between all training teams Ensure that assessment methodology is understood by all staff Provide resources to ensure that assessment can be performed accurately and appropriately

All centre devised assessment must be approved by TQUK before use.

Results and certificates will be issued to centres once they have undertaken the required internal quality assuranceprocedures and have undergone external quality assurance activities, necessary for each qualification. It is acentre’s responsibility to ensure learners are notified about the result of any assessment outcomes.

Approved centres must also fully inform learners regarding how and when they are able to obtain any resultsand/or certificates after successfully completing a course. Once all course documentation has been received andquality assured, certificates will be dispatched and should be received at the centre within 48 hours.

To inform TQUK of learners who have passed, centres should use the ‘Registering a Group of Learners’ section onthe homepage of the TQUK Management Suite.

Should exceptional circumstances arise and a certificate is lost or damaged, learners may request a replacementcertificate. Replacement certificates will have the same standing as original certificates and will incur a fee.

An approved centre should make replacement certificate requests to TQUK.

Centre Quality Assurance

TQUK require each centre to have in place a functioning quality system that is appropriate to the centre’s size andvolume of learners. The centre should also maintain sufficient records which demonstrate the use of qualitysystems and the outcomes of key monitoring activities.

All qualifications should be delivered to a high standard and assessment and internal quality assurance/verificationmust be embedded throughout a centre’s quality assurance system.

Assessment Policy

Results and Certification

Centre Quality Assurance

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Each approved centre must employ staff who can undertake a number of specific roles that allow the centre tofunction effectively. Some centre roles can be undertaken by different individuals or the same person, dependingon the size of the centre and the volume of TQUK qualification being delivered.

Full details of centre and TQUK responsibilities for quality assurance can be found on the TQUK website and in theCentre Handbook.

The role of an Internal Verifier (IV) is at the heart of the quality assurance and management systems of eachapproved TQUK Centre. There are three main aspects of the Internal Verifier role:

Verifying assessment Developing and supporting teachers, trainers, tutors and assessors Managing the quality of delivery

Verifying assessment is concerned with maintaining the quality of assessment for all learners. In most centres thisforms the core part of the Internal Verifier’s duties, and is by far the most time consuming. There are three strandsto verifying assessment: - sampling assessments, monitoring assessment practice and standardising assessmentjudgements.

IVs should offer advice and guidance on best practice to trainers and assessors. IVs will undertake regularobservations of trainers and assessors. They will also review learner portfolios and undertake standardisationactivities as part of this support.

IVs will be expected to devise and undertake sampling activities in line with centre approval responsibilities. Theyare also responsible for managing the quality of delivery by trainers, to ensure that learners are receiving the bestpossible teaching and learning. IVs set best practice standards in centres.

Full details of TQUK's requirements for Internal Verification can be found in the Centre Handbook.

Internal verifiers must have relevant experience in delivering and/or assessing the subject they are internallyverifying. This includes having a working knowledge of the requirements of the qualification, and a thoroughknowledge and understanding of the role of tutors/assessors and internal quality assurance.

Internal verifiers must support tutors and assessors in their delivery and assessment of a qualification. They shouldalso observe assessments.

All those who quality assure this qualification internally must:

Have up-to-date working knowledge and experience of best practice in assessment and quality assurance Show current evidence of continuing professional development in assessment and quality assurance Hold or be working towards one of the following qualifications or their recognised equivalent:

o Level 4 Award in the Internal Quality Assurance of Assessment Processes and Practice, oro Level 4 Certificate in Leading the Internal Quality Assurance of Assessment Processes and Practice, oro V1 Conduct internal quality assurance of the assessment process oro D34 Internally verify the assessment process

or

Internal Verifier

Internal Verifier Requirements

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o attend a CPD event for IVs held by TQUK

It is best practice that those who quality assure the qualification also hold one of the following qualifications ortheir recognised equivalent:

Level 3 Award in Assessing Competence in the Work Environment or Level 3 Certificate in Assessing Vocational Achievement, or A1 Assess candidate performance using a range of methods, or D32 Assess candidate performance and D33 Assess candidate using differing sources of evidence

Internal verifiers who do not hold one of the internal quality assurance qualifications listed above, must follow theprinciples set out in Learning and Development NOS 11 - Internally monitor and maintain the quality ofassessment.

External quality assurance (EQA) is carried out to ensure a centre is using valid, reliable, fair and ethicalassessment and internal quality assurance processes. External quality assurers/verifiers (EVs) will be appointed byTQUK to approve a centre, and to monitor delivery, assessment and internal quality assurance.

Annual EV visits are provided free. Additional support visits can be requested at any time which will incur acharge. Additional support can include specific advice regarding particular qualification requirements, and/orassessment and internal quality assurance guidance.

If centres have any specific qualification questions, they should contact TQUK.

TQUK will make contact with a centre to arrange external quality assurance activities and may request informationin advance of an EV visit.

Malpractice is any activity or practice which deliberately contravenes regulations and compromises the integrity ofthe internal or external assessment process and/or the validity of certificates. It covers any deliberate actions,neglect, default or other practice that compromises, or could compromise:

the assessment process the integrity of a regulated qualification the validity of a result or certificate the reputation and credibility of TQUK the qualification or the wider qualifications community

Malpractice may include a range of issues from the failure to maintain appropriate records and systems to thedeliberate falsification of records in order to claim certificates. It also covers misconduct and forms of unnecessarydiscrimination or bias towards certain or groups of learners.

External Quality Assurance/Verification

Malpractice & Maladministration Policy

Definition of Malpractice

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Maladministration is any activity or practice which results in non-compliance with administrative regulations andrequirements and includes the application of persistent mistakes or poor administration within a centre (e.g.inappropriate learner records).

It is important that centre staff involved in the management, assessment and quality assurance of TQUKqualifications, and learners, are fully aware of the contents of the policy and that centres have arrangements inplace to prevent and investigate instances of malpractice and maladministration.

A failure to report suspected or actual malpractice/maladministration cases, or have in place effectivearrangements to prevent such cases, may lead to sanctions being imposed on a centre (see TQUK’s SanctionsPolicy in the downloads section of the TQUK Management Suite for details of the sanctions that may be imposed).

TQUK can provide centres with guidance/advice/support on how to prevent, investigate, and deal withmalpractice and maladministration.

A centre’s compliance with this policy, and how it takes reasonable steps to prevent and/or investigate instancesof malpractice and maladministration, will be reviewed by TQUK periodically through ongoing centre monitoringarrangements.

Should an investigation be undertaken into a centre, the head of centre must:

respond speedily and openly to all requests relating to the allegation and/or investigation cooperate and ensure that staff cooperate fully with any investigation and/or request for information.

For full details of TQUK's policy on malpractice and maladministration, please refer to the homepage on the TQUKManagement Suite.

Definition of Maladministration

Centre’s Responsibility

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The TQUK Management Suite

Once a centre registers with TQUK they will be given a centre login to the Management Suite where they willenter their centre details. The TQUK Management Suite holds information regarding the centre approval process.

The booking and management of a centre's qualifications with TQUK is user friendly and designed to help in theadministration of qualifications.

Centres will be able to register learners and course details via their homepage on the Management Suite. Acentre will be able to register:

Course details Trainer/Tutor/Assessor and IV details Learner details Results for certification

Management Suite training will be given to each new centre, once approved.

Useful Websites

For further details regarding approval and funding eligibility please refer to the following websites:

o Skills Funding Agency http://skillsfundingagency.bis.gov.uk/ for public funding information for 19+learners in England

o Learning Aim Reference Service (LARS) https://www.gov.uk/government/publications/individualised-learner-record-ilr-sources-of-data

o DAQW – Database of Approved Qualifications www.daqw.org.uk for public funding in Waleso Department for Employment and Learning www.delni.gov.uk or Department of Education

www.deni.gov.uk for public funding in Northern Ireland.

The TQUK Management Suite

Useful Websites

Health and Safety Executive www.hse.gov.uk Office of Qualifications and Examinations Regulation www.ofqual.gov.uk Register of Regulated Qualifications http://register.ofqual.gov.uk Skills CfA http://www.skillscfa.org/

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Units of Assessment

Mandatory Unit – Unit 1

The learner will: The learner can:

1. Understand administrativesystems

1.1 Explain the features of administrative systemsused in different types and sizes of organisation

1.2 Explain how organisations manage the flow ofinformation

1.3Evaluate the role of information andcommunication technology (ICT) in supportingadministration

2. Understand how systemsthinking affects theadministrative performance oforganisations

2.1 Explain the stages of systems development

2.2 Explain the contribution of systems thinking toefficient administrative performance

2.3 Analyse the drawbacks to systems thinking in anorganisational context

2.4 Evaluate the benefits of implementing systemschange

3 Understand the role of policiesand procedures in meetingcustomer requirements

3.1 Explain the difference between administrativepolicies and procedures

3.2 Analyse the purpose of formal and informaladministrative policies and procedures

3.3 Analyse methods for evaluating the effectivenessof procedures

3.4 Analyse the relationship between formulatingpolicy and preparing procedures

3.5 Analyse how to ensure the procedures meetcustomer requirements

Title: Business Administration SystemsF/506/4140

Level: 4

Credit value: 6

Guided learning hours: 31

Learning outcomes Assessment criteria

Units of Assessment

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Unit 2


1. Understand the principles ofeffective communication inorganisations

1.1 Evaluate the appropriateness and efficiency ofdifferent communication channels and tools

1.2 Explain the use of vertical, lateral or networkedcommunication channels and tools

1.3 Explain how the use of clear and correct languagesupports effective communication

2. Understand the role ofcommunication in organisations

2.1 Analyse the features of different models of businesscommunication that support administrative services

2.2 Evaluate the strengths and weaknesses of anorganisation’s communications system

2.3 Justify improvements to an organisation’scommunications system

Title: Communicating in a BusinessD/506/4145

Level: 4

Credit value: 5



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Unit 3


1 Understand how ContinuousProfessional Development (CPD)influences personal effectiveness

1.1 Evaluate the role of CPD in organisations

1.2Analyse the influence of CPD on individuals

1.3Evaluate the effectiveness of different forms of CPD

2 Understand own values, careerand personal goals in relation to awork role and professionaldevelopment

2.1 Analyse the importance of considering own values,career and personal goals and how these relate toyour job role and professional development

2.2 Describe how to evaluate the current requirementsof a work role and how the requirements may evolvein the future

2.3 Describe how to identify gaps between currentknowledge and skills required for achievingobjectives

2.4 Explain how to set objectives which are SMART

2.5 Explain how to identify your own development needs

3 Understand how to plandevelopment

3.1 Explain how to develop an effective developmentplan

3.2 Analyse the different types of learning styles andhow these contribute to own performance

3.3 Describe development activities and how thesecontribute to performance

4 Understand how to monitor andevaluate development activities

4.1 Analyse how to monitor the quality of own work andprogression against plans

4.2 Explain how to evaluate your performance againstthe requirements of your work role

4.3 Explain how to use feedback in your ownperformance

Title: Managing Self DevelopmentT/506/4149

Level: 3

Credit value: 6



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Optional Units

Unit 4

A/506/4167


1 Understand approaches to qualitymanagement

1.1 Evaluate the concept, purpose and scope of qualitymanagement

1.2 Distinguish between quality management, qualitycontrol and quality assurance

1.3 Analyse the features of different approaches toquality management

1.4 Explain the benefits of adopting an holistic approachto quality management

1.5 Analyse the role of administrative systems in theeffective management of quality

2 Understand the benefits of qualitymanagement

2.1 Analyse the potential benefits to an organisation ofeffective quality management

2.2 Explain the relationship between qualitymanagement and customer satisfaction

2.3 Evaluate the impact of quality management oncontinuous improvement

3 Understand the use of qualitycontrols

3.1 Explain the purpose of user and non-user surveys

3.2 Analyse the relationship between quality controlsand customer complaints

3.3 Evaluate the risks attached to the self-assessment onthe quality of business performance

3.4 Evaluate the benefits of involving others in themanagement of quality

Title: Principles of Quality Management

Level: 4

Credit value: 4



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Unit 5


1 Understand the activities thatmake up operations management

1.1 Outline the main types of operations found withinbusiness

1.2 Explain how all operational activities can berepresented as systems

1.3 Analyse the characteristics which differentiateoperational systems

2 Understand the relationshipbetween operations and businessperformance

2.1 Describe how the operations function supportsbusiness performance

2.2 Identify the main internal measures of success usedby businesses

2.3 Evaluate how internal measures of success link tobusiness objectives

3 Understand the importance ofadministration in operationsmanagement

3.1 Analyse the relationship between operations andadministrative management

3.2 Critically compare the process and functionalapproaches to operations management

3.3 Analyse the relationship between operations and thesupply chain

3.4 Explain the link between operations and qualitymanagement

Title: Principles of Operational PlanningM/506/4182

Level: 4

Credit value: 15



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Unit 6


1 Understand the importance of theinitiation phase of a project

1.1 Define the aim, scope and objectives of a project

1.2 Evaluate the importance of identifying the tasks,deliverables and schedule of a project

1.3 Assess the importance of identifying the impact of aproject on the business

1.4 Identify the components of a business case thatsupports a project

2 Understand how to execute aproject

2.1 Evaluate the role of the project manager in a project

2.2 Explain the role of the project sponsor in a project

2.3 Assess the importance of selecting a project lifecycleplan to achieve the project objectives

2.4 Assess the importance of analysing sources of dataand information to support a project

2.5 Explain the importance of defining projectstakeholders and their management throughout aproject lifecycle

2.6 Explain project resourcing, monitoring and controls

2.7 Assess the importance of identifying the criticalsuccess factors in the realisation of a project

2.8 Assess the importance of specifying performancemeasures to monitor project outcomes

2.9 Evaluate ways to monitor the progress of a projectthrough its lifecycle

Title: Principles of Project ManagementF/506/4185

Level: 4

Credit value: 10



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3 Understand how to evaluate andpresent project outcomes

3.1 Explain how to assess the achievement of projectoutcomes against project scope objectives

3.2 Assess the importance of evaluating the outcomes ofa project against the original business case

3.3 Explain how to present the outcomes of a project

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Unit 7


1 Understand the scope of e-business

1.1 Describe the environment in which e-business isconducted

1.2 Evaluate the business transaction types for an e-business

1.3 Analyse the benefits and barriers to businessesconsidering an online presence

1.4 Assess the security and legislative issues facing anonline business organisation

1.5 Explain the modes of communication available to ane-business and their applications

2 Understand how the internetworks

2.1 Explain the internet technologies and theirimportance in making an e-business successful

2.2 Analyse the functions of client servers and browsers,and the role of the search engine

2.3 Evaluate the use of intranets and extranets withinbusiness communication

3 Understand different e-businessmodels

3.1 Evaluate the different e-business models that can beused to generate revenue for a business

3.2 Analyse each model in terms of its capacity togenerate revenue

4 Understand issues in e-businessincluding communication andquality

4.1 Evaluate how the internet can be used forcommunication with prospective and currentemployees and customers

4.2 Analyse how an e-business ensures it’s quality

Title: Principles of the Internet and E-BusinessK/506/4200

Level: 4

Credit value: 15



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Unit 8


1 Understand the role of humanresource management

1.1 Explain the difference between personnelmanagement and human resource management

1.2 Analyse the function of human resourcemanagement in contributing to the purpose of theorganisation

1.3 Evaluate the roles and responsibilities of linemanagers in human resource management

1.4 Assess the impact of the legal and regulatoryframework on human resource management

2 Understand how to recruitemployees

2.1 Analyse the reasons for human resource planning inorganisations

2.2 Describe the stages involved in planning humanresource requirements

2.3 Analyse the recruitment and selection process

3 Understand how to rewardemployees in order to motivateand retain them

3.1 Examine the methods organisations use to monitoremployee performance

3.2 Assess the link between motivational theory andreward

3.3 Evaluate the effectiveness of reward systems inorganisations

4 Understand the mechanisms forcessation of employment

4.1 Identify the reasons for cessation of employment

4.2 Describe employment exit procedures

Title: Human Resource ManagementL/506/4206

Level: 4

Credit value: 5



4.3 Assess the impact of the legal and regulatoryframework on employment cessation arrangements

24

Unit 9


1 Understand the contribution ofmarketing in achievingorganisational objectives

1.1 Analyse how marketing orientation supports theachievement of organisational objectives

1.2 Evaluate the contribution of marketing principles tothe achievement of organisational objectives

1.3 Analyse the reasons for integrating the marketingfunction with other functional activities

2 Understand the main barriers tomarketing planning

2.1 Describe the main barriers to marketing planning

2.2 Analyse how organisations may overcome barriers tomarketing planning

3 Understand ethical issues inmarketing

3.1 Explain how ethical issues influence marketingplanning

3.2 Analyse how organisations respond to ethical issues

3.3 Analyse the effect consumer ethics has on marketingplanning

4 Understand how to develop amarketing strategy

4.1 Explain how to identify the objectives of marketingstrategies

4.2 Analyse resources required to develop a marketingstrategy

4.3 Analyse how to implement a marketing strategy toensure that it contributes to the achievement of

Title: Principles of MarketingR/506/4210

Level: 5

Credit value: 8



25

organisational objectives

4.4 Evaluate the purpose of reviewing marketingstrategies

5 Understand how to strengthenorganisations value throughmarketing

5.1 Analyse the elements of internet marketing

5.2 Explain why organisations develop internationalmarketing

5.3 Explain branding and how it is used to strengthen anorganisation or product

5.4 Explain how a product or service mix can be used toenhance value for the customer and organisation

26

Unit 10


1 Understand the role ofinformation systems in a businessenvironment

1.1 Evaluate how information systems can be used tosupport functions in a business environment

1.2 Explain why it is important to continuously improveinformation systems

1.3 Explain why it is important to maintain and updateinformation systems

1.4 Examine the role of information systems indeveloping business strategy

1.5 Evaluate how information systems can improvebusiness performance

2 Understand the management ofinformation systems

2.1 Describe information system interfaces

2.2 Analyse the implication of system updates andsystem developments to an organisation

2.3 Analyse the use of stakeholders’ feedback on theeffectiveness of an information system

2.4 Evaluate the implications of data protectionrequirements for the management and use of aninformation system

2.5 Evaluate the consequences of publishing reportscontaining inaccurate or unsubstantiated information

Title: Information Systems

Y/506/4211

Level: 4

Credit value: 5



27

Unit 11


1 Understand the purpose andscope of cost and managementaccounting

1.1 Explain the purpose and scope of cost andmanagement accounting

2 Understand the application offinancial accounting

2.1 Analyse the nature and purpose of the main financialstatements

2.2 Describe the features of a basic set of companyaccounts

3 Understand the impact of internaland external factors on budgetaryplanning in a business

3.1 Analyse the need for long and short term budgetaryplans in a business

3.2 Analyse the relationship between functionaldepartments and responsibility centres

4. Understand how to manage abudget

4.1 Evaluate strategies used to manage budget varianceand improve profitability

4.2 Analyse how management controls could be used tominimise budget deficit

Title: Finance for Administrative Managers

D/506/4212

Level: 5

Credit value: 5



28

Unit 12

H/506/4213


1 Understand business risk 1.1 Describe what is meant by operational risk

1.2 Analyse the risk management lifecycle

1.3 Analyse business risk identification theories andmodels

1.4 Explain measures and techniques to mitigatebusiness risk

2 Understand how a model riskpolicy is used

2.1 Describe what is included in a model risk policy

2.2 Analyse the use of a model risk policy

3 Understand business risk concepts 3.1 Evaluate the internal and external risk factors that anorganisation faces

3.2 Analyse the potential impact of the risk factors thatan organisation faces

3.3 Explain the laws and legislation relating to riskmanagement

4 Understand how to identify riskand risk probability

4.1 Evaluate risk and risk interdependencies

4.2 Evaluate the effectiveness of methods used forcalculating risk probability

5 Understand business resilience 5.1 Analyse the relationship between risk management,

Title: Business Risk Management

Level: 5

Credit value: 6



29

and the management of risk disaster recovery and business continuity

5.2 Evaluate scenario planning and crisis managementmodels

5.3 Evaluate techniques used to minimise business risk

5.4 Analyse ways in which risk management techniquescan be built into routine business processes

30

Unit 13


1. Understand workplace learningand development methods 1.1

Identify the benefits of a systematic approach tothe management of learning, training anddevelopment

1.2 Analyse the importance of learning anddevelopment for organisations

1.3 Analyse the nature of learning, developmentand learning behaviour

1.4 Evaluate different methods of learning

2. Understand the nature ofindividuals’ influences on theirbehaviour at work

2.1 Analyse the role of wants, needs andexpectations in driving an individual’s motivation

2.2Analyse the impact of intrinsic and extrinsicrewards on motivation and satisfaction and theirrelationship to morale

2.3Explain the way in which abilities, aptitudes,personalities and perceptions affect individuals’behaviour

2.4 Evaluate the link between motivation, moraleand workplace performance

3 Understand the concept ofleadership and its influence onteam working

3.1 Analyse how leadership influences people andsituations

3.2 Evaluate different models and theories ofleadership

3.3 Analyse the impact of different leadership styleson leading and communicating within teams

Title: Managing People and Performance in a BusinessEnvironmentM/506/4215

Level: 4

Credit value: 6



31

3.4 Evaluate the benefits and drawbacks of differenttypes of communication network

4 Understand the factors thatcontribute to successful teamdevelopment and performance

4.1 Analyse the nature and importance of teamworkfor an organisation

4.2 Describe the stages of group development

4.3 Analyse the factors that influence effective teamperformance

4.4 Describe the characteristics of team effectiveness

4.5 Evaluate the relationship between differentgroup roles and effective team performance

5 Understand problem-solvingand conflict resolution whenmanaging people

5.1 Explain the potential for conflict caused bydifferent stakeholders’ objectives

5.2 Analyse different approaches for dealing withconflict within teams and between individuals

5.3 Evaluate problem-solving and interpersonal skillsneeded to manage people

32

Unit 14


1 Understand the expectations oforganisational stakeholder groups.

1.1 Differentiate between primary and secondarystakeholder groups

1.2 Analyse the expectations of different stakeholdergroups and the potential conflict of interest betweengroups

2 Understand process ofstakeholder engagement and itsvalue to an organisation.

2.1 Assess the value of stakeholder engagement to anorganisation

2.2 Discuss the main stages in the stakeholderengagement process

2.3 Analyse techniques used to identify the relevantstakeholders with whom to engage

2.4 Evaluate the suitability of different methodsof engaging with stakeholders in relation tostakeholder level of participation and engagementgoals

2.5 Analyse strategies for managing risks associated withstakeholder engagement

3 Understand how to develop andimprove stakeholder relationshipmanagement.

3.1 Analyse strategies that may be used to meet thecompeting needs and interests of differentstakeholder groups

3.2 Assess the suitability of methods of developing andmaintaining collaborative relationships with different

Title: Stakeholder engagement and managementT/506/4460

Level: 4

Credit value: 4



stakeholders

3.3 Assess the importance of monitoring theeffectiveness of stakeholder relationships

33

Unit 15

T/506/4216


1 Understand the role, interpersonalskills and behaviours required byexecutive assistants

1.1 Appraise the role of executive assistants insupporting effective management in organisations

1.2 Analyse the skills and behaviours required byexecutive assistants to provide support to seniormanagers

1.3 Evaluate how collaborative working with otherexecutive assistants supports the business

1.4 Explain the importance of executive assistantsevaluating own role to improve performance

1.5 Explain how managing the administrative needs ofsenior managers optimises the time and resources ofthe business

2 Understand the management ofdiaries and engagements

2.1 Evaluate how diary and engagement managementsupports the business priorities of senior managers

2.2 Analyse the importance of balancing the input fromsenior managers with the needs of functionalbusiness areas, speaking engagements andcustomers

Title: Principles of Administration for Executive Assistants

Level: 4

Credit value: 10



34

3 Understand how executiveassistants support businessmeetings and events

3.1 Analyse the role of executive assistants in facilitatingsenior management, executive and board levelmeetings

3.2 Appraise the operational requirements of executiveassistants in strategic meetings including:

pre-meeting liaison research and preparation post meeting briefs follow up communications

3.3 Explain the remit of executive assistants whenattending meetings on behalf of senior management

4 Understand how executiveassistants support organisationalsystems and processes

4.1 Evaluate the importance of managing informationflow to and from senior managers

4.2 Explain the role of executive assistants in developingmanagement files and systems to enhanceinformation flow

4.3 Explain the role of executive assistants in facilitatingbusiness projects

4.4 Explain how executive assistants support humanresource processes

4.5 Analyse the importance of executive assistantsfollowing appropriate decision making channels

4.6 Evaluate the different communication channels andtools used by executive assistants to provide supportto senior managers

35

Unit 16

A/506/4217


1 Understand the principles ofmanagement in customer service

1.1 Evaluate how management and leadership stylesimpact on customer service

1.2 Explain how customer service systems and processesbalance:

customer satisfaction financial considerations legislation

1.3 Evaluate the importance of developing customerservice policies that support the culture and ethics ofthe organisation

2 Understand how to managerecruitment and training tosupport customer service

2.1 Analyse the personal and professional skills requiredto deliver effective customer service in theorganisation

2.2 Explain how to recruit and select staff for a customerservice role

2.3 Analyse methods used to train and develop staff incustomer service delivery

2.4 Explain the relationship between staff training,experience, personality and customer service delivery

3 Understand the management ofcustomer service delivery

3.1 Analyse the roles and responsibilities of customerservice management in relation to:

the organisation’s service offer customer expectations

Title: Principles of Customer Service Management

Level: 4

Credit value: 8



36

customer satisfaction3.2 Appraise the use of customer service as a

competitive tool by the commercial sector

3.3 Appraise the use of customer service as acontribution to best value in the public or thirdsector

3.4 Evaluate how customer service values and ethics aredemonstrated and maintained

3.5 Appraise the key features of a customer serviceculture within an organisation

3.6 Analyse how technology can be used to improvecustomer service delivery

4 Understand the value ofmonitoring, evaluating andcontinuous improvement incustomer service delivery

4.1 Explain the importance of monitoring the delivery ofcustomer service within the organisation

4.2 Evaluate the methods for monitoring customerservice performance

4.3 Explain how risk assessment is applied withincustomer service delivery

4.4 Evaluate ways in which an organisation can seekcontinuous improvement in customer service

4.5 Explain the importance of establishing collaborativepartnerships in customer service

37

Unit 17

L/506/4478


1 Understand the concept ofleadership in organisations

1.1 Compare the different levels of leadership inorganisations

1.2 Compare the concepts of assigned leadership andemergent leadership

1.3 Distinguish between responsibility and accountabilityin leadership

1.4 Analyse the relationship between organisationalvision, values and goals and leadership

2 Understand the development ofmanagerial effectiveness inorganisations

2.1 Describe the skills, attitudes and behaviours ofeffective leaders

2.2 Analyse different models and styles of leadershipused in organisations

2.3 Analyse the practices of effective leaders andmanagers

2.4 Evaluate the role of delegation and empowerment inmanagerial effectiveness

2.5 Assess the impact of organisational structure, cultureand climate on managerial effectiveness

3 Understand the principles andpractices of managing theperformance of individuals inorganisations

3.1 Analyse the concept of performance management

3.2 Analyse the main tools used in performancemanagement in organisations

3.3 Assess the value of mentoring and coaching inmanaging the performance of individuals inan organisation

Title: Principles of management and leadership in organisations

Level: 4

Credit value: 6



Evaluate the role of effective communication inmanaging the performance of individuals in anorganisation

3.4

38

Unit 18

F/506/4218


1 Understand the need to manageinformation and knowledge withinorganisations

1.1 Analyse the main features of informationmanagement

1.2 Explain the relationship between data, informationand knowledge

1.3 Analyse the concept of knowledge management

1.4 Analyse the benefits information and knowledgemanagement brings to organisations

2 Understand the role of ICT inmanaging information andknowledge

2.1 Describe the types and nature of organisationalinformation systems

2.2 Explain how information and communicationtechnology (ICT) affects organisationalcommunication

2.3 Evaluate how ICT can be used to disseminateknowledge throughout the organisation

3 Understand the links betweenknowledge management strategyand competitive advantage

3.1 Explain the role and importance of knowledge fororganisations

3.2 Analyse the importance of maintaining a learningculture in a changing environment

3.3 Evaluate how knowledge management strategiesand processes facilitate and support organisational

Title: Managing Information and Knowledge

Level: 4

Credit value: 15



Evaluate the relationship between organisationallearning and competitive advantage

3.4

learning

39

Unit 19

J/506/4219


1 Understand how to collaboratewith other departments

1.1 Explain the need for collaborating with otherdepartments

1.2 Explain the nature of the interaction between theirown team and other departments

1.3 Explain the features of effective collaboration

1.4 Explain the potential implications of ineffectivecollaboration with other departments

1.5 Explain the factors relating to knowledgemanagement that should be considered whencollaborating with other departments

2 Understand how to collaborateeffectively

2.1 Analyse the importance of listening to, valuing andrespecting the contributions of others

2.2 Explain the importance of using language and bodylanguage that demonstrates respect and trust forothers

2.3 Explain the importance of moving on from initialpositions and ideas

Title: Collaborating with Other Departments

Level: 3

Credit value: 4



40

Unit 20


1 Understand the benefits andprocess of strategic planning

1.1 Analyse the relationship between ‘strategy’ and‘tactics’

1.2 Analyse the benefits of strategic planning to anorganisation

1.3 Discuss strategic planning as a tool for formulatingand implementing business strategy

1.4 Evaluate the role of stakeholders in developingorganisational strategy

2 Understand the differentframeworks and models usedin a strategy audit

2.1 Analyse the different techniques used toconduct a strategic analysis of the businessenvironment

2.2 Explain how a SWOT analysis is generated from astrategy audit

2.3 Interpret SWOT and PEST analyses in particularcontexts

2.4 Evaluate the use of Porter’s Five Forces Analysisin strategic analysis

3 Understand the use of differentmodels in strategy formulation

3.1 Assess how product portfolio analysis supportsthe formulation of a product strategy

3.2 Analyse different growth strategies in strategyformulation

3.3 Apply strategies for the growth of an organisation indiffering contexts

Title: Principles of business strategic planning anddevelopmentF/506/4459

Level: 4

Credit value: 5



41

Unit 21


1 Understand the importance ofbusiness processes in deliveringoutcomes based on business goalsand objectives

1.1 Analyse the effect of the mission, aims and objectivesof an organisation on its structure and culture

1.2 Explain the methodology used to map processes tothe organisation’s goals and objectives

2 Understand how work plans aredeveloped

2.1 Explain the importance of identifying and prioritisingoutcomes for work plans

2.2 Explain the purpose of agreeing SMART objectivesthat align people and other resources in an effectiveand efficient way

2.3 Evaluate the usefulness of techniques used tomanage activities

2.4 Assess factors to be taken into account whenallocating and agreeing work with team members

2.5 Explain how to produce a work plan which promotesgoals and objectives

3 Understand how to monitor workplans and systems to improve

3.1 Assess the importance of implementing quality auditsystems/practice to manage and monitor quality

Title: Understand How to Manage Work Activities to ImproveBusiness Performance

A/506/4220

Level: 4

Credit value: 11



4.3 Assess the importance of reviewing organisationalhealth and safety policies and procedures

42

organisational performance standards

3.2 Explain the importance of embedding a qualityculture to improve organisational performance

3.3 Explain the importance of providing leadership anddirection for own area of responsibility

3.4 Evaluate methods used to monitor progress andprovide feedback to team members

4 Understand health and safetyrequirements when managingbusiness activities

4.1 Explain the impact of health and safety legislation onwork activities

4.2 Explain the purpose and benefits of carrying out arisk assessment when managing work activities

4.3 Assess the importance of reviewing organisationalhealth and safety policies and procedures

43

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