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QUALIFICATIONS PACK Current Industry MANAGEMENT SECTOR · MEP/N0202 Application of computers 6 Unit...
Transcript of QUALIFICATIONS PACK Current Industry MANAGEMENT SECTOR · MEP/N0202 Application of computers 6 Unit...
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1. Introduction and Contacts..…P1
2. Qualifications Pack……….……...P2
3. Glossary of Key Terms …………P3
4. OS Units……………………..…….….P5
5. Annexure: Nomenclature for QP & OS. P37
6. Assessment Criteria……………….P39
OS describe what
individuals need to do, know and understand in order to carry out a particular job role or function
OS are
performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding
14 Management House, Institutional, Area, Lodhi Road, New Delhi-110003 E-mail: [email protected]
SECTOR: MANAGEMENT, ENTREPTRENEURSHIP AND PROFESSIONAL SKILLS SUB-SECTOR: OFFICE MANAGEMENT OCCUPATION: OFFICE SUPPORT
REFERENCE ID: MEP/Q0202
ALIGNED TO: NCO-2015/3341.1000
Brief Job Description: Office Assistant performs a wide variety of responsible
office support and administrative functions. Office Assistant is a versatile job
role which can perform in any department and function. The office assistant
position requires proficiency in operation of computers, office equipment, full
range of general office services and functions of their department and work
assignment.
Personal Attributes: This job requires the individual to have: basic computer
skills, listening skills, good interpersonal and communication skills with attention
to detail, analytical skills, time management and problem solving skills.
EYE ON IT Current Industry Trends
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QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR MANAGEMENT SECTOR
Qualifications Pack for Office Assistant
2
Qualifications Pack Code MEP/Q0202
Job Role Office Assistant
Credits (NSQF) TBD Version number 1.0
Sector Management, Entrepreneurship and Professional Skills
Drafted on 5/12/16
Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020
Job Role Office Assistant
Role Description Perform a wide variety of responsible office support and administrative functions
NSQF level
Minimum Educational Qualifications
Maximum Educational Qualifications
3
12th Standard Passed, preferably
Not Applicable
Training (Suggested but not mandatory) N.A
Minimum Job Entry Age 18 years
Experience N.A
Applicable National Occupational Standards
(NOS)
Compulsory:
1. MEP/N0202 Application of computers
2. MEP/N0203 Operation & usage of various office equipments
3. MEP/N0204 Managing routine office activities
4. MEP/N0205 Comply with industry and organizational requirement
5. MEP/N0206 Demonstrate soft skills required for the job
6. MEP/N0207 Maintain a healthy, safe and secure working environment
Optional: N.A.
Performance Criteria As described in the relevant OS units
Job
Det
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Qualifications Pack for Office Assistant
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Keywords /Terms Description
Core Skills/Generic Skills
Core Skills or Generic Skills are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the NOS, these include communication related skills that are applicable to most job roles.
Function Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of NOS.
Job Role Job role defines a unique set of functions that together form a unique employment opportunity in an organization.
Knowledge and Understanding
Knowledge and Understanding are statements which together specify the technical, generic, pro fessional and organizational specific knowledge that an individual needs in order to perform to the required standard.
National Occupational Standards (NOS)
NOS are Occupational Standards which apply uniquely in the Indian context
Occupation Occupation is a set of job roles, which perform similar/related set of functions in an industry.
Organisational Context Organisational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.
Performance Criteria Performance Criteria are statements that together specify the standard of performance required when carrying out a task.
Qualifications Pack(QP) Qualifications Pack comprises the set of NOS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code.
Qualifications Pack Code
Qualifications Pack Code is a unique reference code that identifies a qualifications pack.
Scope Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on the quality of performance required.
Sector Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.
Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.
Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.
Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific designated responsibilities.
Unit Code Unit Code is a unique identifier for a NOS unit, which can be denoted with an ‘N’
Unit Title Unit Title gives a clear overall statement about what the incumbent should be able to do.
Def
init
ion
s
Qualifications Pack for Office Assistant
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Keywords /Terms Description
NSQF National Skills Qualifications Framework
QP Qualification Pack
OS Occupational Standards
Acr
on
yms
MEP/N0202 Application of computers
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Overview This unit covers the skills and competencies that you need, to operate a computer and use a variety of office software packages to produce documents.
MEP/N0202 Application of computers
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Unit Code MEP / N0202
Unit Title (Task)
Application of computers
Description This unit covers the skills and competencies that user/individual need to operate a computer and office software packages to perform day- to- day activities at workplace.
Scope This unit/tasks covers the following:
Identification of parts of computer and storage devices
Operation of computers and its components
Use of various computer software programs and applications
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Identification of various parts of computers and storage devices
To be competent, the user/individual on the job must be able to PC1. identify & describe various parts of computers like CPU, keyboard, monitor,
etc. PC2. identify different types of storage devices e.g. portable hard disks, flash
drives, pen drives and CDs/DVDs (latest removable devices)
Operation of computer and related components
PC3. connect, turn on and off the computer properly and run computer applications
PC4. use different input/ output devices PC5. connect and dismantle projector, cords, cables and input/output devices
Use of various computer software programs & applications
PC6. view files, work with files and customize window PC7. use application of essential accessories such as notepad, WordPad,
paintbrush, images, calculator, calendar, media players and sounds PC8. use multimedia settings and applications of control panel PC9. use word processing software to create and edit official documents and
reports (MS Word or equivalent) PC10. use software to create and edit presentations (MS PowerPoint or equivalent) PC11. use software applications to create, apply & modify formulas, generate
reports, maintain database & compile data(MS Excel or equivalent) PC12. operate graphic packages e.g. MS Paint, PC Paintbrush etc. PC13. use social media( Google +, Twitter, LinkedIn, Facebook)
Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand: KA1. the features, applications and uses of computer software/s in use KA2. importance of speedy disposal of work with maximum accuracy KA3. use of standard operating manuals and procedures for dealing with work related to computer application KA4. what records to be kept and to whom they need to be passed KA5. the reporting procedure and follow up procedure if breakdown appears
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B. Technical Knowledge
The user/individual on the job needs to know and understand: KB1. scope of minor and major breakdowns KB2. methods of replenishment to run the equipment KB3. the use and functionalities of various computer hardware components and
software packages KB4. how to use keyboard shortcuts KB5. the use of various social media platforms ( Google+, Twitter, LinkedIn ,
Facebook)
Skills (s)
A. Core Skills/ Generic Skills
Reading Skills
On the job the individual needs to be able to: SA1. read and interpret instructions, procedures, information and signs at the
workplace SA2. read, understand and use various keyboard shortcuts SA3. read, understand and interpret various mails/memo/office orders/circulars
/letters and office instructions received from various sources
Writing Skills
On the job the individual needs to be able to: SA4. organize, structure and present information SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to: SA6. identify the nature, purpose and use of the information to be communicated
verbally SA7. express statements, opinions or information clearly, so that the receiver can
hear and understand SA8. listen and respond in a way that is appropriate to the situation SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills Decision Making
The user/individual on the job needs to know and understand: SB1. how to take information from the relevant sources and verify its accuracy and
reliability SB2. the importance of taking sound decisions based upon a valid analysis of the
best available information. SB3. how to identify and tackle situations individually or inform the seniors about
the same
Plan and Organize
The user/individual on the job needs to know and understand: SB4. the importance of accurately estimating time and effort required to complete
a task SB5. how to develop simple to do list and prioritize tasks on the basis of importance
and urgency of tasks at hand SB6. how to complete the tasks within the allocated time, requirements/standards
and resources SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives
MEP/N0202 Application of computers
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SB8. how to develop schedules, timetables with clear & specific milestones within the given timeframes
SB9. the importance of identifying professional and personal priorities and maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand: SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand: SB12. the importance of identifying problems at workplace and various means to
resolve the same SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand: SB14. how to break down complex problems into single and manageable
components within his/her area of work SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand: SB16. the importance of identifying various possible solutions to a problem using
given data and information SB17. the importance of applying facts to reach to a logical solution to a
situation/problem SB18. importance of being adaptable to change
MEP/N0202 Application of computers
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NOS Version Control
NOS Code MEP / N0202
Credits (NSQF) TBD Version number 1.0
Industry Management, Entrepreneurship and Professional Skills
Drafted on 5/12/16
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020
MEP/N0203 Operation and usage of various office equipment
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Overview This unit is about using office equipment such as photocopiers, telephone, scanners, faxes, binders, laminators, printers, A/V equipment and reporting the problems related to the equipment and leaving the equipment ready for the next user.
MEP/N0203 Operation and usage of various office equipment
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Unit Code SSC / N0203
Unit Title (Task)
Operation & usage of office equipment
Description This unit covers the skills and competencies that user/individual need to have in to operate office equipment to perform day-to day office activities.
Scope This unit/task covers the following:
knowledge and usage of various office equipment - printer, photocopier, scanner, projector, binder, laminator, telephone, A/V equipment etc.
operate the machine for specific tasks
basic troubleshooting activities
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Operation and usage of various office equipment
To be competent, the user/individual on the job must be able to PC1. locate and select the equipment ( printer, photocopier, scanner ,
binder , laminator , telephone, A/V equipment) and resources needed for the task
PC2. understand the various parts and functions of the various office equipment( printer, photocopier, scanner, projector, binder, laminator, telephone, A/V equipment)
PC3. operate each equipment efficiently and use all its features & applications
PC4. replenish material/supplies needed to run each equipment PC5. inform/maintain about material/ supplies required for each equipment
to the appropriate person PC6. record usage of material/ equipment PC7. carryout minor maintenance and troubleshooting PC8. understand the network issues with each equipment PC9. know/inform and act on the appropriate channel of communication in
case of major breakdown PC10. make sure the equipment is kept clean at all times, before loading, while usage PC11. find alternative means of completion of tasks within stipulated time in case of such breakdown PC12. make sure the equipment, resources and work area are ready for the
next user
Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand: KA1. the different types of office equipment, their features and what they can be used for KA2. how to choose equipment and resources that are appropriate for the task KA3. use of standard operating manuals and procedures for dealing with
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MEP/N0203 Operation and usage of various office equipment
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work related to office equipment KA4. the reasons for following standard operating procedures when operating an equipment KA5. the reporting procedure and follow up procedure if breakdown appears KA6. importance of speedy disposal of work with maximum accuracy
B. Technical Knowledge
The user/individual on the job needs to know and understand: KB1. cleaning and covering the equipment after office hours KB2. scope of minor and major breakdowns KB3. addressing minor even when external resources are required KB4. methods of replenishment to run the equipment KB5. sources of replenishment of supplies KB6. data collection, analysis and documentation KB7. how to connect any equipment KB8. various parts/components of equipment
Skills (S)
A. Core Skills/ Generic Skills
Reading Skills
On the job the individual needs to be able to: SA1. read and interpret instructions, procedures, information and signs at the
workplace SA2. read, understand and use various keyboard shortcuts SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from various sources
Writing Skills
On the job the individual needs to be able to: SA4. organize, structure and present information SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to: SA6. identify the nature, purpose and use of the information to be
communicated verbally SA7. express statements, opinions or information clearly, so that the receiver
can hear and understand SA8. listen and respond in a way that is appropriate to the situation SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills Decision Making
The user/individual on the job needs to know and understand: SB1. how to take information from the relevant sources and verify its accuracy
and reliability SB2. the importance of taking sound decisions based upon a valid analysis of
the best available information SB3. how to identify and tackle situations individually or inform the seniors
about the same
MEP/N0203 Operation and usage of various office equipment
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Plan and Organize
The user/individual on the job needs to know and understand: SB4. the importance of accurately estimating time and effort required to
complete a task SB5. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand SB6. how to complete the tasks within the allocated time,
requirements/standards and resources SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives SB8. how to develop schedules, timetables with clear & specific milestones
within the given timeframes SB9. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand: SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand: SB12. the importance of identifying problems at workplace and various means
to resolve the same SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand: SB14. how to break down complex problems into single and manageable
components within his/her area of work SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand: SB16. the importance of identifying various possible solutions to a problem
using given data and information SB17. the importance of applying facts to reach to a logical solution to a
situation/problem SB18. importance of being adaptable to change
MEP/N0203 Operation and usage of various office equipment
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NOS Version Control
NOS Code MEP / N0203
Credits (NSQF) TBD Version number 1.0
Industry Management, Entrepreneurship and Professional Skills
Drafted on 5/12/16
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020
MEP/N0204 Managing routine office activities
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Overview This unit is about managing day to day activities of the organization.
MEP/N0204 Managing routine office activities
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Unit Code MEP / N0204
Unit Title (Task)
Managing routine office activities
Description This unit is about managing day to day activities of the organization.
Scope This unit/task covers the following:
receiving and making call (telephone etiquette, record keeping)
drafting reports/letters (formatting, salutations, closing)
personal grooming (dressing, behavior)
convening meeting (agenda, notice, follow up., venue arrangements, minutes, etc.)
filling and record management (numbering, filling, indexing)
email features and usage
managing movement of paper/files
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Receiving & making phone calls
To be competent, the user/individual on the job must be able to PC1. attend to phone calls of various stakeholders and channelize them to appropriate authority PC2. greet callers/visitors and verify their details, following your organization’s procedures over phone or face to face PC3. comply with relevant standards, policies, procedures and guidelines when dealing remotely with queries PC4. listen carefully to callers/visitors and ask appropriate questions to understand the nature of queries PC5. summarize, and obtain confirmation of, your understanding of queries PC6. express your concern for any difficulties caused and your commitment to resolving queries PC7. refer queries outside your area of competence or authority promptly to appropriate people PC8. access your organization’s knowledge base for solutions to queries, where available PC9. resolve queries within your area of competence or authority in line with organizational standards
Personal grooming To be competent, the user/individual on the job must be able to PC10. dress-up appropriately and neatly as per the corporate culture PC11. maintain personal hygiene by keeping self-neat and clean in terms on nails, hair style, teeth etc. PC12. use the right behavior to strengthen codes which stress the value of poise, grace and dignity PC13. ensure visitors are positively engaged while maintaining decorum
Drafting reports/letters and emails
To be competent, the user/individual on the job must be able to PC14. prepare computer generated reports and letters PC15. use accurate grammar, spelling and punctuation while drafting/formatting reports/letters/emails PC16. compose, format, forward/send and print email messages
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File management To be competent, the user/individual on the job must be able to PC17. file documents and develop or modify filing practices PC18. check the files for primary classification, series record, indexing or labeling PC19. manage, record paper files/computer according to business and legal requirements PC20. track movement of files/records
Convene meeting To be competent, the user/individual on the job must be able to PC21. coordinate, organize meetings PC22. prepare draft notice, agenda and minutes of meeting
Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand: KA1. your organization’s standards, policies, procedures, guidelines and service level agreements for dealing with queries and your role and responsibilities in relation to these KA2. organizations profile, Its area of operation, and organizations statue KA3. your organization’s management tools and systems for recording, categorizing and resolving queries KA4. where to refer queries outside your authority KA5. who to seek advice and guidance from KA6. standard tools, templates and scripts available for dealing with customer queries KA7. the importance of keeping customers informed about timescales for progress
and resolution of customer queries
B. Technical Knowledge
The user/individual on the job needs to know and understand: KB1. the hierarchy of communication KB2. the organizational structure KB3. different styles and approaches when working with customers KB4. techniques for conveying concern and commitment KB5. guidelines for handling over such communication KB6. issues that may affect customer satisfaction and how to deal with these KB7. alternative channels of communication
Skills (S)
A. Core Skills/ Generic Skills
Reading Skills
On the job the individual needs to be able to: SA1. read and interpret instructions, procedures, information and signs at the
workplace SA2. read, understand and use various keyboard shortcuts SA3. read, understand and interpret various mails/memo/office orders/circulars
/letters and office instructions received from various sources
Writing Skills
On the job the individual needs to be able to: SA4. organize, structure and present information SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to: SA6. identify the nature, purpose and use of the information to be communicated
verbally
MEP/N0204 Managing routine office activities
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SA7. express statements, opinions or information clearly, so that the receiver can hear and understand
SA8. listen and respond in a way that is appropriate to the situation SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand: SB1. how to take information from the relevant sources and verify its accuracy and
reliability SB2. the importance of taking sound decisions based upon a valid analysis of the
best available information. SB3. how to identify and tackle situations individually or inform the seniors about
the same
Plan and Organize
The user/individual on the job needs to know and understand: SB4. the importance of accurately estimating time and effort required to complete
a task SB5. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand SB6. how to complete the tasks within the allocated time, requirements/standards
and resources SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives SB8. how to develop schedules, timetables with clear & specific milestones within
the given timeframes SB9. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand: SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand: SB12. the importance of identifying problems at workplace and various means to
resolve the same SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand: SB14. how to break down complex problems into single and manageable
components within his/her area of work SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand: SB16. the importance of identifying various possible solutions to a problem using
given data and information SB17. the importance of applying facts to reach to a logical solution to a
MEP/N0204 Managing routine office activities
19
situation/problem SB18. importance of being adaptable to change
MEP/N0204 Managing routine office activities
20
NOS Version Control
NOS Code MEP / N0204
Credits (NSQF) TBD Version number 1.0
Industry Management, Entrepreneurship and Professional Skills
Drafted on 5/12/16
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support
Next review date 11/01/2020
MEP/N0205 Comply with industry and organizational requirement
21
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Overview This unit is about knowing, understanding, and complying with the requirements of the organizations.
MEP/N0205 Comply with industry and organizational requirement
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Unit Code MEP / N0205
Unit Title (Task)
Comply with industry and organizational requirement
Description This unit is about knowing, understanding and complying with the requirements of the organizations.
Scope This unit/tasks covers the following:
know and understand organizational standards
know and understand industry standards
general knowledge and awareness
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Organizational standards
To be competent, the user/individual on the job must be able to PC1. describe the organizational standards PC2. implement organizational standards in the work performance PC3. motivate others to follow them
Industry standards To be competent, the user/individual on the job must be able to PC4. describe the industry standards PC5. align industry standards with the organizational standards
General knowledge & awareness
To be competent, the user/individual on the job must be able to PC6. explain political, social, economic, & geographical work
environment
Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and its
processes)
The user/individual on the job needs to know and understand: KA1. office procedures and regulations KA2. reporting to the supervisors or higher authority KA3. knowledge of organizational standards KA4. administrative and clerical procedures
B. Technical
Knowledge
The user/individual on the job needs to know and understand: KB1. required typing speed KB2. importance of complying with the procedures and time lines
Skills (S)
C. Core Skills/ Generic
Skills
Reading Skills
On the job the individual needs to be able to: SA1. read and interpret instructions, procedures, information and
signs at the workplace SA2. read, understand and use various keyboard shortcuts SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from various sources
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Writing Skills
On the job the individual needs to be able to: SA4. organize, structure and present information SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to: SA6. identify the nature, purpose and use of the information to be
communicated verbally SA7. express statements, opinions or information clearly, so that the
receiver can hear and understand SA8. listen and respond in a way that is appropriate to the situation SA9. communicate effectively with managers, supervisors and workers
D. Professional Skills Decision Making
The user/individual on the job needs to know and understand: SB1. how to take information from the relevant sources and verify its
accuracy and reliability SB2. the importance of taking sound decisions based upon a valid
analysis of the best available information. SB3. how to identify and tackle situations individually or inform the
seniors about the same
Plan and Organize
The user/individual on the job needs to know and understand: SB4. the importance of accurately estimating time and effort required
to complete a task SB5. how to develop simple to do list and prioritize tasks on the basis
of importance and urgency of tasks at hand SB6. how to complete the tasks within the allocated time,
requirements/standards and resources SB7. how to eliminate distractions and activities that do not support
the achievement of the objectives SB8. how to develop schedules, timetables with clear & specific
milestones within the given timeframes SB9. the importance of identifying professional and personal priorities
and maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand: SB10. importance of being positive, patient, courteous and customer
friendly under all circumstances SB11. the positive and negative body language while dealing with
customers
Problem Solving
The user/individual on the job needs to know and understand: SB12. the importance of identifying problems at workplace and
various means to resolve the same SB13. the breakdowns and malfunction of office equipment and to
report the issues to the concerned personnel
MEP/N0205 Comply with industry and organizational requirement
24
Analytical Thinking
The user/individual on the job needs to know and understand: SB14. how to break down complex problems into single and
manageable components within his/her area of work SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand: SB16. the importance of identifying various possible solutions to a
problem using given data and information SB17. the importance of applying facts to reach to a logical solution to
a situation/problem SB18. importance of being adaptable to change
MEP/N0205 Comply with industry and organizational requirement
25
NOS Version Control
NOS Code MEP / N0205
Credits (NSQF) TBD Version number 1.0
Industry Management, Entrepreneurship and Professional Skills
Drafted on 5/12/16
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support
Next review date 11/01/2020
MEP/N0206 Demonstrate soft skills required for the job
26
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Overview This unit covers how you should demonstrate your professional skills.
MEP/N0206 Demonstrate soft skills required for the job
27
Unit Code MEP / N0206
Unit Title (Task)
Demonstrate soft skills required for the job
Description This is unit is about demonstrating good verbal and written communication skills at workplace.
Scope This unit/task covers the following:
receiving and channelizing communication
self-development
decision making
attention to detail
analyzing figures & numbers
interpersonal skills
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Receiving and channelizing communication
To be competent, the user/individual on the job must be able to PC1. ensure instructions and workflows are channelized in the desired
manner to the appropriate person PC2. liaise and communicate effectively with all concerned parties, giving
regular updates to those required on your work progress PC3. respond appropriately to letters and queries PC4. correspond through writing in vernacular language/ basic English,
precisely, with content and structure desired PC5. obtain advice and guidance from appropriate people to develop
knowledge, skills and competence PC6. co-ordinate with all the team members and colleagues PC7. communicate politely PC8. keep appropriate records to monitor your work PC9. organize and store important notice or letters PC10. set a realistic work plan by allocating estimated time frames to each
activity to aid planning and costing PC11. prioritize and establish work according to its importance PC12. differentiate between relevant/ important and supporting elements of
information
Self-development PC13. perform own duties effectively PC14. take responsibility for own actions PC15. be accountable towards the job role and assigned duties PC16. take initiative and innovate the existing methods PC17. focus on self - learning and improvement
Attention to detail PC18. identify the objectives of task at hand and various means to achieve the same
PC19. complete the task at hand without errors PC20. proofread and correct documents and reports
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MEP/N0206 Demonstrate soft skills required for the job
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Analyzing figures and numbers
PC21. read, analyse, understand and interpret the data into meaningful information
PC22. convert the given information into charts, graphs and statistics using appropriate softwares
PC23. apply functions and formulas using calculator and appropriate softwares
PC24. use the existing data points to generate required reports for business
Interpersonal skills PC25. agree with team members to be contacted for specific purposes PC26. ensure that the team members receive the required information on
time PC27. encourage others to share information and knowledge within the
constraints of confidentiality PC28. respect views and opinions of other team members PC29. manage conflicting situations at workplace
Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand: KA1. ensure work is aligned with the organizational standards KA2. how to report to supervisor or higher authority about any grievances faced KA3. the nature of business calls / letters / notices and respond appropriately KA4. company’s documentation policy KA5. how to follow guidelines, procedures and pre described formats for
writing letters/ replies/ notes
B. Technical Knowledge
The user/individual on the job needs to know and understand: KB1. the hierarchy of communication KB2. the organizational structure KB3. specific formats for communication KB4. how to pick up the basic grammar of the language KB5. how to use the correct terms as appropriate for the situation
Skills (S)
A. Core Skills/ Generic Skills
Reading Skills
On the job the individual needs to be able to: SA1. read and interpret instructions, procedures, information and signs at the
workplace SA2. read, understand and use various keyboard shortcuts SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from various sources
Writing Skills
On the job the individual needs to be able to: SA4. organize, structure and present information SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to: SA6. identify the nature, purpose and use of the information to be
MEP/N0206 Demonstrate soft skills required for the job
29
communicated verbally SA7. express statements, opinions or information clearly, so that the receiver
can hear and understand SA8. listen and respond in a way that is appropriate to the situation SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand: SB1. how to take information from the relevant sources and verify its accuracy
and reliability SB2. the importance of taking sound decisions based upon a valid analysis of
the best available information. SB3. how to identify and tackle situations individually or inform the seniors
about the same
Plan and Organize
The user/individual on the job needs to know and understand: SB4. the importance of accurately estimating time and effort required to
complete a task SB5. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand SB6. how to complete the tasks within the allocated time,
requirements/standards and resources SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives SB8. how to develop schedules, timetables with clear & specific milestones
within the given timeframes SB9. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand: SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand: SB12. the importance of identifying problems at workplace and various means
to resolve the same SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand: SB14. how to break down complex problems into single and manageable
components within his/her area of work SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand: SB16. the importance of identifying various possible solutions to a problem
using given data and information
MEP/N0206 Demonstrate soft skills required for the job
30
SB17. the importance of applying facts to reach to a logical solution to a situation/problem
SB18. importance of being adaptable to change
MEP/N0206 Demonstrate soft skills required for the job
31
NOS Version Control
NOS Code MEP / N0206
Credits (NSQF) TBD Version number 1.0
Industry Management, Entrepreneurship and Professional Skills
Drafted on 5/12/16
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020
MEP / N0207 Maintain a healthy, safe and secure working environment
32
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Overview This unit is about monitoring your working environment and making sure it meets requirements for health, safety and security.
MEP / N0207 Maintain a healthy, safe and secure working environment
33
Unit Code MEP/N0207
Unit Title (Task)
Maintain a healthy, safe and secure working environment
Description This unit is about monitoring your working environment and making sure it meets requirements for health, safety and security.
Scope This unit/task covers the following emergency procedures:
illness
accidents
fires other reasons to evacuate the premises
breaches of security
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Maintain health, safety and security measures during all activities
To be competent, the user/individual on the job must be able to: PC1. comply with your organization’s current health, safety and security policies and procedures PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority PC4. report any hazards that you are not competent to deal with to the relevant person in line with organizational procedures PC5. follow your organization’s emergency procedures promptly, calmly, and efficiently PC6. identify and recommend opportunities for improving health, safety, and security to the designated person PC7. complete any health and safety records legibly and accurately
Knowledge and Understanding (K)
A. Organizational Context (Knowledge of the company / organization and its processes)
The user/individual on the job needs to know and understand: KA1. legislative requirements and organization’s procedures for health, KA2. safety and security and your role and responsibilities in relation to this
what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace
KA3. how and when to report hazards KA4. limits of your responsibility for dealing with hazards KA5. your organization’s emergency procedures for different emergency
situations and the importance of following these KA6. the importance of maintaining high standards of health, safety and
security KA7. implications of any non-compliance related to health, safety and security
impacting individuals and the organization
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MEP / N0207 Maintain a healthy, safe and secure working environment
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B. Technical Knowledge
The user/individual on the job needs to know and understand: KB1. different types of breaches in health, safety and security and how and when to report these KB2. evacuation procedures for workers and visitors KB3. how to summon medical assistance and the emergency services, where
necessary KB4. how to use the health, safety and accident reporting procedures and the
importance of these KB5. government agencies in the areas of safety, health and security and their
norms and services
Skills (S)
A. Core Skills/ Generic Skills
Reading Skills
On the job the individual needs to be able to: SA1. read and interpret instructions, procedures, information and signs at the
workplace SA2. read, understand and use various keyboard shortcuts SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from various sources
Writing Skills
On the job the individual needs to be able to: SA4. organize, structure and present information SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to: SA6. identify the nature, purpose and use of the information to be
communicated verbally SA7. express statements, opinions or information clearly, so that the receiver
can hear and understand SA8. listen and respond in a way that is appropriate to the situation SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills
Decision Making
The user/individual on the job needs to know and understand: SB1. how to take information from the relevant sources and verify its accuracy
and reliability SB2. the importance of taking sound decisions based upon a valid analysis of
the best available information. SB3. how to identify and tackle situations individually or inform the seniors
about the same
Plan and Organize
The user/individual on the job needs to know and understand: SB4. plan and organize the work to meet health, safety and security
requirements SB5. the importance of accurately estimating time and effort required to
complete a task SB6. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand SB7. how to complete the tasks within the allocated time,
MEP / N0207 Maintain a healthy, safe and secure working environment
35
requirements/standards and resources SB8. how to eliminate distractions and activities that do not support the
achievement of the objectives SB9. how to develop schedules, timetables with clear & specific milestones
within the given timeframes SB10. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand: SB11. importance of being positive, patient, courteous and customer friendly
under all circumstances SB12. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand: SB13. the importance of identifying problems at workplace and various means
to resolve the same SB14. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand: SB15. how to break down complex problems into single and manageable
components within his/her area of work SB16. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand: SB17. the importance of identifying various possible solutions to a problem
using given data and information SB18. the importance of applying facts to reach to a logical solution to a
situation/problem SB19. importance of being adaptable to change
MEP / N0207 Maintain a healthy, safe and secure working environment
36
NOS Version Control
NOS Code MEP / N0207
Credits (NSQF) TBD Version number 1.0
Industry Management, Entrepreneurship and Professional Skills
Drafted on 5/12/16
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020
Qualification Pack for Office Assistant
37
Annexure
Nomenclature for QP and NOS
Qualifications Pack
[ABC]/ Q 0101
Occupational Standard An example of NOS with ‘N’
[ABC] / N 0101
Q denoting Qualifications Pack Occupation (2 numbers)
QP number (2 numbers)
9 characters
N denoting National Occupational Standard Occupation (2 numbers)
OS number (2 numbers)
9 characters
[Insert 3 letter code for SSC]
[Insert 3 letter code for SSC]
Qualification Pack for Office Assistant
38
The following acronyms/codes have been used in the nomenclature above:
Sub-sector Range of Occupation numbers
Training & Assessment 0101-0140
Office Management & Professional Skills 0201-0240
Entrepreneurship 0301-0340
Non-Teaching Segment - Education Sector 0401-0440
Sequence Description Example
Three letters Industry name MEP
Slash / /
Next letter Whether QP or NOS Q/N
Next two numbers Occupation code 01
Next two numbers OS number 01
Back to top…
Qualification Pack for Office Assistant
39
CRITERIA FOR ASSESSMENT OF TRAINEES
Sector Skill Council : Management & Entrepreneurship and Professional Skills Council (MEPSC)
Assessment outcomes
Assessment Criteria for outcomes Marks Allocation
Total marks
Out of
Theory Skills Practical
1. MEP/N0202 (Application of computers)
PC1. identify & describe various parts of computers like CPU, keyboard, monitor, etc.
7 2 5
PC2. identify different types of storage devices e.g. portable hard disks, flash drives, pen drives and CDs/DVDs (latest removable devices)
10 3 7
PC3. connect, turn on and off the computer properly and run computer applications
7 2 5
PC4. use different input/ output devices 7 1 6
PC5. connect and dismantle projector, cords, cables and input/output devices
7 1 6
PC6. view files, work with files and customize window
7 2 5
PC7. use application of essential accessories such as notepad, WordPad, paintbrush, images, calculator, calendar, media players and sounds
10 5 5
PC8. use multimedia settings and applications of 5 2 3
Job Role : Office Assistant Qualification Pack : MEP/Q0202
Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill
Council. Each Performance Criteria (PC) will be assigned marks proportional to its
importance in NOS. SSC will also lay down proportion of marks for Theory and Skills
Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions
created by the SSC.
3. Individual assessment agencies will create unique question papers for theory part for
each candidate at each examination/training center (as per assessment criteria below)
4. Individual assessment agencies will create unique evaluations for skill practical for
every student at each examination/training center based on this criteria.
5. To pass the Qualification Pack, every trainee should score a minimum of 50% in every
NOS.
6. In case of successfully passing only certain number of NOS's, the trainee is eligible to
take subsequent assessment on the balance NOS's to pass the Qualification Pack.
Qualification Pack for Office Assistant
40
control panel
PC9. use word processing software to create and edit official documents and reports (MS Word or equivalent)
10 2
8
PC10. use software to create and edit presentations (MS PowerPoint or equivalent)
10 2 8
PC11. use software applications to create, apply & modify formulas, generate reports, maintain database & compile data(MS Excel or equivalent)
10 2 8
PC12. operate graphic packages e.g. MS Paint, PC Paintbrush etc.
5 3 2
PC13. use social media( Google + Twitter, LinkedIn, Facebook)
5 3 2
Total 100 30 70
2. MEP/N0203 (Operate basic office equipment)
PC1. locate and select the equipment ( printer, photocopier, scanner , binder , laminator , telephone, A/V equipment) and resources needed for the task
7 2 5
PC2. understand the various parts and functions of the various office equipment( printer, photocopier, scanner, projector, binder, laminator, telephone, A/V equipment)
10 3 7
PC3. operate each equipment efficiently and use all its features & applications
7 2 5
PC4. replenish material/supplies needed to run each equipment
7 1 6
PC5. inform/maintain about material/ supplies required for each equipment to the appropriate person
7 1 6
PC6. record usage of material/ equipment 7 2 5
PC7. carryout minor maintenance and troubleshooting
10 5 5
PC8. understand the network issues with each equipment
10 5 5
PC9. know/inform and act on the appropriate channel of communication in case of major breakdown
10 2
8
PC10. make sure the equipment is kept clean at all times, before loading, while usage
10 2 8
PC11. find alternative means of completion of tasks within stipulated time in case of such breakdown make sure the equipment, resources and work area are ready for the next user
10 2 8
PC12. make sure the equipment, resources and work area are ready for the next user
5 3 2
Total 100 30 70
Qualification Pack for Office Assistant
41
3.MEP/N0204 Managing routine office activities
PC1. attend to phone calls of various stakeholders and channelize them to appropriate authority
4 1 3
PC2. greet callers/visitors and verify their details, following your organization’s procedures over phone or face to face
4 1 3
PC3. comply with relevant standards, policies, procedures and guidelines when dealing remotely with queries
4 1 3
PC4. listen carefully to callers/visitors and ask appropriate questions to understand the nature of queries
4 1 3
PC5. summarize, and obtain confirmation of, your understanding of queries
5 2 3
PC6. express your concern for any difficulties caused and your commitment to resolving queries
5 2 3
PC7. refer queries outside your area of competence or authority promptly to appropriate people
5 2 3
PC8. access your organization’s knowledge base for solutions to queries, where available
5 2 3
PC9. resolve queries within your area of competence or authority in line with organizational standards
5 2 3
PC10. dress-up appropriately and neatly as per the corporate culture
5 2 3
PC11. maintain personal hygiene by keeping self-neat and clean in terms on nails, hair style, teeth etc.
5 2 3
PC12. use the right behavior to strengthen codes which stress the value of poise, grace and dignity
5 2 3
PC13. ensure visitors are positively engaged while maintaining decorum
5 2 3
PC14. prepare computer generated reports and letters
5 2 3
PC15. use accurate grammar, spelling and punctuation while drafting/formatting reports/letters/emails
5 2 3
PC16. compose, format, forward/send and print email messages
5 2 3
PC17. file documents and develop or modify filing practices
5 2 3
PC18. check the files for primary classification, series record, indexing or labeling
5 2 3
PC19. manage, record paper files/computer according to business and legal requirements
4 2 2
Qualification Pack for Office Assistant
42
PC20. track movement of files/records 3 2 1
PC21. coordinate, organize meetings 4 2 2
PC22. prepare draft notice, agenda and minutes of meeting
3 2 1
Total 100 40 60
4. MEP/N0205 (Comply with Industry and organizational requirements)
PC1. describe the organizational standards 25 20 5
PC2. implement organizational standards in the work performance
15 10 5
PC3. motivate others to follow them 12 10 2
PC4. describe the industry standards 23 20 3
PC5. align industry standards with the organizational standards
13 10 3
PC6. explain political, social, economic, & geographical work environment
12 10 2
Total 100 80 20
5 .MEP/N0206 (Demonstrate soft skills required for the job)
PC1. ensure instructions and workflows are channelized in the desired manner to the appropriate person
4 2 2
PC2. liaise and communicate effectively with all concerned parties, giving regular updates to those required on your work progress
4 3 1
PC3. respond appropriately to letters and queries
3 2 1
PC4. correspond through writing in vernacular language/ basic English, precisely, with content and structure desired
5 2 3
PC5. obtain advice and guidance from appropriate people to develop knowledge, skills and competence
3 2 1
PC6. co-ordinate with all the team members and colleagues 4 2 2
PC7. communicate politely 3 2 1
PC8. keep appropriate records to monitor your work
4 2 2
PC9. organize and store important notice or letters
4 2 2
PC10. set a realistic work plan by allocating estimated time frames to each activity to aid planning and costing
4 2 2
PC11. prioritize and establish work according to its importance 4 3 1
PC12. differentiate between relevant/ important and supporting elements of information
4 2 2
PC13. perform own duties effectively 4 2 2
PC14. take responsibility for own actions 4 2 2
Qualification Pack for Office Assistant
43
PC15. be accountable towards the job role and assigned duties 3 2 1
PC16. take initiative and innovate the existing methods
3 2 1
PC17. focus on self - learning and improvement 3 2 1
PC18. identify the objectives of task at hand and various means to achieve the same 3 2 1
PC19. complete the task at hand without errors 3 2 1
PC20. proofread and correct documents and reports
3 1 2
PC21. read, analyze, understand and interpret the data into meaningful information 4 2 2
PC22. convert the given information into charts, graphs and statistics using appropriate softwares
3 1 2
PC23. apply functions and formulas using calculator and appropriate softwares 3 1 2
PC24. use the existing data points to generate required reports for business 2 1 1
PC25. agree with team members to be contacted for specific purposes 3 1 2
PC26. ensure that the team members receive the required information on time 4 2 2
PC27. encourage others to share information and knowledge within the constraints of confidentiality
3 2 1
PC28. respect views and opinions of other team members 3 2 1
PC29. manage conflicting situations at workplace
3 2 1
Total 100 55 45
6. MEP/N0207 Maintain a healthy, safe and secure working environment
PC1. comply with your organization’s current health, safety and security policies and procedures
10 9 1
PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person
10 9 1
PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority
20 18 2
PC4. report any hazards that you are not competent to deal with to the relevant person in line with organizational procedures
20 15 5
PC5. follow your organization’s emergency procedures promptly, calmly, and efficiently
10 5 5
PC6. identify and recommend opportunities for improving health, safety, and security to the
15 12 3
Qualification Pack for Office Assistant
44
designated person
PC7. complete any health and safety records legibly and accurately
15 12 3
Total 100 80 20