Focus Awards Level 3 Diploma in Business Administration (QCF) · PDF fileOrganise and deliver...

Focus Awards Level 3 Diploma in Business Administration (QCF)


601/5898/0

Qualification Specification

Focus Awards, Silicon House, Farfield Park, Manvers, Rotherham, S63 5DB


Qualification Details 3

Qualification Purpose 3

Learner Entry Requirements 6

Age Ranges 6

Geographical Coverage 6

Reasonable Adjustments and Special Considerations 6

Assessment Methods 6

Progression Routes 6

Useful Websites and Supporting Materials 7

Links to National Occupational Standards 7

Appendix A: Units 13

Appendix B: Assessment Strategy 112

Appendix C: Assessment Best Practice 113

Appendix D: Guidance on observed assessments 117

Appendix E: Example Assessment Plan 119

Contents




Qualification Details

QAN: xxx/xxxx/xGLH: 282Credit: 58

Qualification Purpose

TheFocusAwardsLevel3Diploma inBusinessAdministration (QCF) isaimedat learners inadmin-istrativeroles,whetherthatinvolvesworkinginateamenvironmentorasapersonalassistant.Thequalificationisalsoaimedatthoselearnersworkinginasupervisoryroleorforthosewhomaydevelopadministrativesystemsaswellasthoseinacustomerfacingrole.Itwillprovidelearnerswiththeskills,knowledge,understandingandcompetencetoworkinabusinessandadministrationenvironment.

Learnersundertakingthisqualificationwillgainanunderstandingofbusinesscommunication,manage-mentofpersonalandprofessionaldevelopment,administration,businessandcommunicationprinci-ples.Learnerswillalsostudybusinessperformance,negotiation,businessskills,businessdocumentproduction,administrativesupportforbusinesses,equalityanddiversity,managementandleadership,HR,andmarketing.

Qualification Structure / Rules of Combination

ToachievetheFocusAwardsLevel3DiplomainBusinessAdministration(QCF),learnersmustachieveaminimum of 58 credits.Thecreditsmustbeachievedinaccordancewiththecriteriasetoutbelow:

• 27 creditsfromtheMandatoryunits.• 13 creditsfromGroup Boptionalunits.• 10 creditsfromGroup Coptionalunits.• 8 creditsfromGroup Doptionalunits.

40 creditsmustbeachievedthroughthecompletionofunitsatLevel 3 or above.

Unit Summary

Unit Title Unit Ref Level Credit GLHMandatory UnitsCommunicateinabusinessenvironment Y/506/1910 3 4 24Managepersonalandprofessionaldevelopment T/506/2952 3 3 12Principlesofbusinesscommunicationandinformation R/506/1940 3 4 27Principlesofadministration Y/506/1941 3 6 27Principlesofbusiness D/506/1942 3 10 74Optional Group BContributetotheimprovementofbusinessperformance D/506/1911 3 6 33Negotiateinabusinessenvironment H/506/1912 3 4 18Developapresentation K/506/1913 3 3 11Deliverapresentation M/506/1914 3 3 17



Createbespokebusinessdocuments T/506/1915 3 4 23Contributetothedevelopmentandimplementationofaninformationsystem

A/506/1916 3 6 21

Monitorinformationsystems F/506/1917 3 8 43Evaluatetheprovisionofbusinesstraveloraccommodation J/506/1918 3 5 30Provideadministrativesupportinschools L/506/1919 3 5 33Administerparkingandtrafficchallenges,representationsandcivilparkingappeals

F/506/1920 3 5 31

Administerstatutoryparkingandtrafficappeals R/506/1923 3 6 42Administerparkingandtrafficdebtrecovery T/506/1932 3 5 35Administerlegalfiles J/506/1935 3 5 31Buildlegalcasefiles L/506/1936 3 5 32Managelegalcasefiles Y/506/1938 3 5 32Manageanofficefacility K/506/1945 3 4 21Analyseandpresentbusinessdata M/506/1945 3 6 24Producebusinessdocuments Y/506/1809 2 3 24Storeandretrieveinformation R/506/1811 2 4 19Produceminutesofmeetings Y/506/1812 2 3 13Handlemail D/506/1813 2 3 15Preparetextfromshorthand M/506/1816 2 6 46Preparetextfromrecordedaudioinstruction T/506/1817 2 4 15Maintainandissuestationeryandsupplies Y/506/2295 2 3 18Contributetotheorganisationofanevent L/506/1869 2 3 23Organisebusinesstraveloraccommodation D/506/1875 2 4 23Provideadministrativesupportformeetings H/506/1876 2 4 28Administerhumanresourcerecords T/506/1879 2 3 28Administertherecruitmentandselectionprocess A/506/1883 2 3 25Administerparkingdispensations R/506/1887 2 3 25Administerfinance R/506/1890 2 4 21Buddyacolleaguetodeveloptheirskills M/506/1895 2 3 19Employeerightsandresponsibilities L:/506/1905 2 2 16Supportenvironmentalsustainabilityinabusinessenvironment R/506/1954 4 4 38Resolveadministrativeproblems D/506/1956 4 6 56Preparespecificationsforcontracts H/506/1957 4 4 23Preparetextnotesfromtouchtyping K/506/1815 2 4 26Optional Group CPromoteequality,diversityandinclusionintheworkplace T/506/1820 3 3 15Manageteamperformance A/506/1821 3 4 21Manageindividuals’performance J/506/1921 3 4 20Manageindividuals’developmentintheworkplace L/506/1922 3 3 10Chairandleadmeetings Y/506/1924 3 4 10Encourageinnovation J/506/2292 3 5 14



Procureproductsand/orservices M/506/1928 3 5 35Implementchange T/506/1929 3 4 28Implementandmaintainbusinesscontinuityplansandprocesses

K/506/1930 3 4 25

Participateinaproject F/506/1934 3 3 19Developandmaintainprofessionalnetworks J/506/1949 4 3 15Developandimplementanoperationalplan Y/506/1955 4 5 24Managephysicalresources K/506/1989 4 4 26Prepareforandsupportqualityaudits A/506/1992 4 3 17Manageabudget A/506/1995 4 4 26Manageaproject R/506/1999 4 7 38Managebusinessrisk L/506/2004 4 6 27Recruitment,selectionandinductionpractice R/506/2909 4 6 33Organiseanddelivercustomerservice L/506/2150 3 5 27Resolvecustomers’complaints R/506/2151 3 4 22Usingemail T/502/4301 3 3 20Wordprocessingsoftware Y/502/4629 3 6 45Websitesoftware Y/502/4632 3 5 40Spreadsheetsoftware J/502/4626 3 6 45Presentationsoftware T/502/4623 3 6 45Bespokesoftware J/502/4397 3 4 30Databasesoftware T/502/4556 3 6 45Optional Group DPrinciplesofleadershipandmanagement F/506/2596 3 8 50Principlesofmarketresearch K/502/9933 3 5 40Principlesofmarketingandevaluation T/502/9935 3 7 50Principlesofdigitalmarketingandresearch F/502/9937 3 7 50Principlesofmarketingstakeholderrelationships J/502/9938 3 3 16Understandthecustomerserviceenvironment Y/506/2152 3 5 40Understandthelegalcontextofbusiness D/506/1939 3 6 44PrinciplesofSocialMediawithinabusiness R/503/9324 3 6 42

Barred Units

Whenchoosingoptionalunitslearnersmustnotpickanyofthefollowingunitstogether.

This unit Is barred against this unitEvaluatetheprovisionofbusinesstraveloraccommodation

Organisebusinesstraveloraccommodation

Organisebusinesstraveloraccommodation Evaluatetheprovisionofbusinesstraveloraccommodation

Participateinaproject ManageaprojectManageaproject Participateinaproject



Learner Entry Requirements

Therearenospecificentryrequirementsforthisqualification.Itisrecommendedthatlearnershavesubjectknowledgeatlevel2orabovehoweverthisisnotessential.

Age Ranges

Entryisatthediscretionofthecentres;howeverlearnersshouldbe16toundertakethisqualification.

Geographical Coverage

ThisqualificationhasbeenaccreditedforuseinEnglandandNorthernIreland.

Reasonable Adjustments and Special Considerations

Pleaserefer to theFocusAwards ‘FocusAwardsReasonableAdjustmentsandSpecialConsiderationPolicy.’

Assessment Methods

TheFocus Awards Level 3 Diploma in Business Administration (QCF) isinternallyassessedandexter-nallyassuredbyFocusAwards.

Eachlearnerisrequiredtocreateaportfolioofevidencewhichdemonstratesachievementofallthelearningoutcomesandtheassessmentcriteriaassociatedwitheachunit.

Themainpiecesofevidencefortheportfoliocouldinclude:

• Assessorobservation–completedobservationalchecklistsonrelatedactionplans• Witnesstestimony• Learnerproduct• Worksheets• Assignments/projects/reports• Recordoforalandwrittenquestioning• Learnerandpeerreports• Recognitionofpriorlearning(RPL)

EvidencemaybedrawnfromactualorsimulatedsituationswhereappropriateandwherepermittedbytherelevantSectorSkillsCouncilorSectorSkillsBody.

SpecificassessmentrequirementslaiddownbySkills CFA canbefoundforeachunitinAppendix B.

Progression Routes

Learnerswhowishtoprogressfromthisqualificationmayusethisqualificationasabasisforemploy-mentoralternativelymayprogressonto:

• Qualificationsinmanagementand/orleadershipatlevel3orabove;• Qualificationsincustomerserviceatlevel3orabove.



Useful Websites and Supporting Materials

Youwillfindusefulwebsitesandsupportingmaterialshere:

www.focusawards.org.uk/qualificationswww.skillscfa.org www.ofqual.gov.uk

Links to National Occupational Standards

TheFocus Awards Level 3 Diploma in Business Administration (QCF) hasbeenmappedtothe2013BusinessandAdministrationNationalOccupationalStandards.

QCF UNIT TITLE LINK TO NOSMandatory unitsCommunicateinabusinessenvironment CFABAA613:Understandhowtocommunicatein

abusinessenvironment

CFABAA614:Preparetocommunicateinabusinessenvironment

CFABAA615:Communicateinabusinessenvironment

Managepersonalandprofessionaldevelopment CFAM&LAA1:ManageYourselfCFAM&LAA2:Developyourknowledge,skillsandcompetenceCFAM&LAA3:Developandmaintainyourprofessionalnetworks

Principlesofbusinesscommunicationandinformation

CFABAA211:ProducedocumentsinabusinessenvironmentCFABAA617:DevelopapresentationCFABAA623:DeliverapresentationCFABAD111:SupportthedesignanddevelopmentofinformationsystemsCFABAD112:DesignanddevelopaninformationsystemCFABAD122:Manageandevaluateinformationsystems

Principlesofadministration CFABAA118:ManageanofficefacilityCFABAA121:SuperviseanofficefacilityCFABAA312:Organiseandco-ordinateeventsCFABAA413:ChairmeetingsCFABAA441:Takeminutes

Principlesofbusiness CFABAA112:Contributetoinnovationinabusinessenvironment



Optional unitsContributetotheimprovementofbusinessperformance

CFABAH122:Assistinimprovingorganisationalperformance

Negotiateinabusinessenvironment CFABAG124:Negotiateinabusinessenvironment

Developapresentation CFABAB617:DevelopapresentationDeliverapresentation CFABAA623:DeliverapresentationCreatebespokebusinessdocuments CFABAA212:Designandproducedocumentsina

businessenvironmentContributetothedevelopmentandimplementationofaninformationsystem

CFABAD111:Supportthedesignanddevelopmentofaninformationsystem

Monitorinformationsystems CFABAD131:MonitorinformationsystemsEvaluatetheprovisionofbusinesstraveloraccommodation

CFABAA332:Organisebusinesstraveloraccommodation

Provideadministrativesupportinschools CFABAB141:Provideadministrativesupportinschools

Administerstatutoryparkingandtrafficchallenges,representationsandcivilparkingappeals

CFASPA2:Administerstatutoryparkingandtrafficchallenges,representationsandparkingchargenoticeappeals

Administerstatutoryparkingandtrafficappeals CFASPA3:Administerstatutoryparkingandtrafficappeals

Administerparkingandtrafficdebtrecovery CFASPA4:Administerparkingandtrafficdebtrecovery

Administerlegalfiles CFABAB111:Administerlegalfiles

Buildlegalcasefiles CFABAB112:BuildcasefilesManagelegalcasefiles CFABAB113:ManagecasefilesManageanofficefacility CFABAA118:ManageanofficefacilityAnalyseandpresentbusinessdata CFABAD322:AnalyseandreportdataProducebusinessdocuments CFABAA211:Producebusinessdocumentsina

businessenvironmentStoreandretrieveinformation CFABAD332:Storeandretrieveinformationusing

afilingsystemProduceminutesofmeetings CFABAA441:TakeminutesHandlemail CFABAA612:HandlemailPreparetextfromshorthand CFABAD311:Preparetextfromshorthand

CFABAD311a:Preparetextfromshorthand(60wpm)CFABAD311b:Preparetextfromnotes(80wpm)

Preparetextfromrecordedaudioinstruction CFABAD312:PreparetextfromrecordedaudioinstructionCFABAD312a:Preparetextfromrecordedaudioinstruction(40wpm)CFABAD312b:Preparetextfromrecordedaudioinstruction(60wpm)



Maintainandissuestationeryandsupplies CFABAF141:Maintainandissuestockitems

Contributetotheorganisationofanevent CFABAA311:Supporttheorganisationandco-ordinationofevents

Organisebusinesstraveloraccommodation CFABAA322:Organisebusinesstraveloraccommodation

Provideadministrativesupportformeetings CFABAA411:SupporttheorganisationofmeetingsCFABAA412:Planandorganisemeetings

Administerhumanresourcerecords CFABAB151:AdministerhumanresourcerecordsAdministertherecruitmentandselectionprocess CFABAB152:Administertherecruitmentand

selectionprocessAdministerparkingdispensations CFASPA1:Administerparkingpermits,

suspensionsanddispensationsAdministerfinance NoapplicableNOSBuddyacolleaguetodeveloptheirskills CFACSD5249:Buddyacolleaguetodeveloptheir

customerserviceskillsEmployeerightsandresponsibilities NoapplicableNOSSupportenvironmentalsustainabilityinabusinessenvironment

CFABAF173:Reviewandmaintainworkinabusinessenvironment

Resolveadministrativeproblems CFABAG126:PlanhowtosolvebusinessproblemsCFABAG127:Solvebusinessproblems

Preparespecificationsforcontracts CFABAF132:PreparespecificationsforcontractsPreparetextnotesfromtouchtyping CFABAA213a:Preparetextfromnotesusing

touchtyping

CFABAA213b:Preparetextfromnotesusingtouchtyping(40wpm)CFABAA213c:Preparetextfromnotesusingtouchtyping(60wpm)

Promoteequality,diversityandinclusionintheworkplace

CFAM&LBA7:Promoteequalityofopportunity,diversityandinclusion

Manageteamperformance CFAM&LDB2:Allocateworktoteammembers

CFAM&LDB3:QualityassureworkinyourteamManageindividuals’performance CFAM&LDB4:Managepeople’sperformanceat

workCFAM&LDC2:Supportindividuals’learninganddevelopmentCFAM&LDC3:MentorindividualsCFAM&LDC5:Helpindividualsaddressproblemsaffectingtheirperformance

Manageindividuals’developmentintheworkplace

CFAM&LDC1:Identifyindividual’slearningneedsandstylesCFAM&LDC2:Supportindividuals’learninganddevelopment



Chairandleadmeetings CFAM&LDD6:Leadmeetingstoachieveobjectives

Encourageinnovation CFAM&LCA1:Identifyandevaluateopportunitiesforinnovationandimprovement

Procureproductsand/orservices CFAM&LED1:Decidewhethertoproduceorbuyinproductsand/orservicesCFAM&LED2:Procureproductsand/orservicesCFAM&LED3:Selectsuppliersthroughatenderingprocess

Implementchange CFAM&LCA2:PlanchangeCFAM&LCA3:EngagepeopleinchangeCFAM&LCA4:ImplementchangeCFAM&LCA5:Evaluatechange

Implementandmaintainbusinesscontinuityplansandprocesses

CFAM&LBB2:Develop,maintainandevaluatebusinesscontinuityplansandarrangements

Participateinaproject CFAM&LFA5:ManageprojectsDevelopandmaintainprofessionalnetworks CFAM&LAA3:Developandmaintainyour

professionalnetworksDevelopandimplementanoperationalplan CFAM&LBA9:DevelopoperationalplansManagephysicalresources CFA&LEB2:Obtainphysicalresources

CFAM&LEB3:ManagephysicalresourcesPrepareforandsupportqualityaudits CFAM&LFE3:Prepareforandparticipatein

qualityauditsManageabudget CFAM&LEA1:Identifyandjustifyrequirementsfor

financialresourcesCFAM&LEA4:Managebudgets

Manageaproject CFAM&LFA5:ManageprojectsManagebusinessrisk CFAM&LBB1:ManageriskstoyourorganisationRecruitment,selectionandinductionpractice CFAM&LDA1:Plantheworkforce

CFAM&LDA2:Recruit,selectandretainpeopleCFAM&LDA3:Inductindividualsintotheirroles

Organiseanddelivercustomerservice CFACSB2:DeliverreliablecustomerserviceCFACSB10:Organisethedeliveryofreliablecustomerservice

Resolvecustomers’complaints CFACSC7:ProcesscustomerservicecomplaintsCFACSC8:Handlereferredcustomercomplaints

Usingemail

WordprocessingsoftwarePresentationsoftwareBespokesoftware

Databasesoftware



Principlesofleadershipandmanagement CFAM&LBA2:ProvideleadershipinyourareaofresponsibilityCFAM&LDB4:Managepeople’sperformanceatwork

Principlesofmarketresearch CFAM1.2.1:DefinetheneedformarketresearchCFAM1.2.2:DesignmarketresearchprojectsCFAM1.2.4:CollectmarketresearchdataCFAM1.2.7:Collectdataontheknowledge,attitudeandbehavioursoftargetgroups

Principlesofmarketingandevaluation CFAM1.3.1:EvaluateandinterpretfindingsandidentifyconnectionsincomplexdataCFAM1.3.3:EstablishandunderstandpotentialmarketsegmentsCFAM1.3.4:Establishtargetmarketsegmentsforproducts/servicesandevaluatetheirpotentialCFAM1.3.6:Analyse,interpretandsynthesisedataandresearchfindingstoinformsocialmarketingstrategyCFAM2.1.3:DemonstratethevalueofmarketingtotheorganisationCFAM3.1.1:DevelopmarketingstrategiesandplansforproductsandservicesCFAM4.2.6:EvaluateadvertisingCFAM6.2.1:Assessmarketingopportunitieswithininternationaland/ordiversemarkets

Principlesofdigitalmarketingandresearch CFAM4.3.8:Markettotargetcustomersusingdigital/electronicmediaCFAM4.3.9:Communicateusingmultipledigitalmarketingchannels

Principlesofmarketingstakeholderrelationships CFAM2.1.4:IdentifyandmanagerelationshipswithsocialmarketingstakeholdersCFAM4.1.1:DevelopanunderstandingoftheclientCFAM4.4.3:BuildandmanagestakeholderrelationshipsCFAM4.4.5:ManagebusinessandpoliticalrelationshipsandlobbyforinfluenceCFAM4.4.6:ManagefinancialpublicrelationsandinvestorrelationsCFAM7.3.3:DevelopstrategicrelationshipswithmajorclientsCFAM7.4.4:BuildandsustaincollaborativerelationshipswithotherorganisationsCFAM7.1.6:Monitorandcontrolrelationshipmanagementactivities



Understandthecustomerserviceenvironment CFACSA7:LiveuptothebrandpromisewhendeliveringcustomerserviceCFACSA14:Usecustomerserviceasacompetitivetool

Understandthelegalcontextofbusiness CFABAH111:Supportthemonitoringandevaluationoftrendsandeventsthataffectsorganisations

PrinciplesofSocialMediawithinabusiness NoapplicableNOS



Appendix A: Units

Unit Title: CommunicateinabusinessenvironmentUnit No: H/506/1893Level: 3GLH: 24Credit: 4Unit details: Thisunitaimstodeveloptheknowledgeandskillsrequiredtocommunicateinabusinessenviron-ment.Uponcompletionofthisunit,learnerswillbeabletocommunicateinbusinessbothinwritingandverbally.Learning OutcomeThe learner will:

Assessment Criterion The learner can:

1 Understand the requirements of writtenandverbalcommunication

1.1 Analyse the communication needs of internalandexternalstakeholders

1.2 Analyse the different communication modelsthatsupportadministration

1.3 Evaluatetheeffectivenessofdifferentcommu-nicationsystems

1.4 Explainthefactorsthataffectthechoiceofcom-municationmedia

1.5 Explain the importanceofusingcorrectgram-mar, sentence structure, punctuation, spellingandconventionsinbusinesscommunications

1.6 Explainthefactorstobetakenintoaccountinplanningandstructuringdifferentcommunica-tionmedia

1.7 Explainwaysofovercomingbarrierstocommu-nication

1.8 Explain the use of communications theoriesandbodylanguage

1.9 Explainproof-reading techniques for businesscommunications



Unit Title: Communicateinabusinessenvironment2 Beabletocommunicateinwritinginbusi-

ness2.1 Identifythepurposeandaudienceoftheinfor-

mationtobecommunicated2.2 Selectcommunicationmediathatareappropri-

atetotheaudienceandinformationtobecom-municated

2.3 Present information in the format, layout andstyle that is appropriate to the information tobecommunicated

2.4 Followagreedbusinesspracticeswhencommu-nicatinginwriting

2.5 Adapt the style and content of a communica-tion,appropriatetospecificaudiences

2.6 Presentwrittencommunicationsthatareclear,expressedincorrectgrammarandreflectwhatisintended

2.7 Meetagreeddeadlines incommunicatingwithothers

3 Be able to communicate verbally in busi-ness

3.1 Identifythenature,purpose,recipientsandin-tendeduseoftheinformationtobecommuni-cated

3.2 Use languagethat isappropriate for theaudi-ences’needs

3.3 Use appropriate body language and tone ofvoicetoreinforcemessages

3.4 Identifythemeaningandimplicationsofinfor-mationthatiscommunicatedverbally

3.5 Confirm that a recipient has understood cor-rectlywhathasbeencommunicated

3.6 Respond in a way that is appropriate to thesituationandinaccordancewithorganisationalpoliciesandstandards



Unit Title: ManagepersonalandprofessionaldevelopmentUnit No: T/506/2952Level: 3GLH: 12Credit: 3Unit details:Thisunitaimstodevelopknowledgeandskillsrequiredwhenmanagingpersonalandprofessionaldevelopment.Uponcompletionofthisunit,learnerswillbeabletoidentifyandfulfilpersonalandprofessionaldevelopmentrequirementsandtobeabletocommunicateverballyinbusiness.Learning OutcomeThe learner will:


1 Be able to identify personal and profes-sionaldevelopmentrequirements

1.1 Comparesourcesofinformationonprofession-aldevelopmenttrendsandtheirvalidity

1.2 Identify trends and developments that influ-encetheneedforprofessionaldevelopment

1.3 Evaluatetheirowncurrentandfuturepersonaland professional development needs relatingtotherole,theteamandtheorganisation

2 Beabletofulfilapersonalandprofessionaldevelopmentplan

2.1 Evaluate the benefits of personal and profes-sionaldevelopment

2.2 Explain the basis on which types of develop-mentactionsareselected

2.3 Identify current and future likely skills, knowl-edge and experience needs using skills gapanalysis

2.4 Agreeapersonalandprofessionaldevelopmentplanthatisconsistentwithbusinessneedsandpersonalobjectives

2.5 Executetheplanwithintheagreedbudgetandtimescale

2.6 Takeadvantageofdevelopmentopportunitiesmade available by professional networks orprofessionalbodies.

3 Beabletomaintaintherelevanceofaper-sonalandprofessionaldevelopmentplan

3.1 Explain how to set up specific, measurable,achievable, realistic and time-bound (SMART)objectives

3.2 Obtainfeedbackonperformancefromarangeofvalidsources

3.3 Review progress toward personal and profes-sionalobjectives

3.4 Amendthepersonalandprofessionaldevelop-mentplaninthelightoffeedbackreceivedfromothers



Unit Title: PrinciplesofbusinesscommunicationandinformationUnit No: T/506/1901Level: 2GLH: 21Credit: 3Unit details:This unit aims todevelop knowledge andunderstanding regarding the keyprinciples of businesscommunicationandinformation.Uponcompletionofthisunit,learnerswillhavedevelopedanun-derstandingofavarietyofbusinessprinciples,includingnegotiationinabusinessenvironment,thedevelopmentanddeliveryofpresentations,thecreationofbespokebusinessdocuments,andtheuseofinformationsystems.Learning OutcomeThe learner will:


1 Understandnegotiation in a business en-vironment

1.1 Explaintheimportanceofnegotiationinabusi-nessenvironment

1.2 Explain the features anduses of different ap-proachestonegotiation

1.3 Identifythecomponentsofnegotiationtactics2 Understand how to develop and deliver

presentations2.1 Explainthedifferenttypesofpresentationand

theirrequirements2.2 Explainhowdifferentresourcescanbeusedto

developapresentation2.3 Explain different methods of giving presenta-

tions2.4 Explainbestpracticeindeliveringpresentations2.5 Explainhow to collect anduse feedbackon a

presentation3 Understand how to create bespoke busi-

nessdocuments3.1 Explain the characteristics of bespoke docu-

ments3.2 Explainthefactorstobetakenintoaccountin

creatingandpresentingbusinessdocuments3.3 Explainthelegalrequirementsandprocedures

for gathering information for bespoke docu-ments

3.4 Explaintechniquestocreatebespokebusinessdocuments

3.5 Explainhowtogainapprovalofbespokedocu-ments

4 Understandinformationsystemsinabusi-nessenvironment

4.1 Explainthetypicalstagesofinformationsystemdevelopment

4.2 Analysethebenefitsandlimitationsofdifferentinformationsystems

4.3 Explain legal, security and confidentiality re-quirements for informationsystems inabusi-nessenvironment

4.4 Explainhow tomonitor theuseandeffective-nessofaninformationsystem



Unit Title:Principlesofadministration

Unit No: Y/506/1941Level: 3GLH: 27Credit: 6Unit details:Thisunitaimstodevelopknowledgeandunderstandingregardingadministrationaswellasintroduc-inglearnerstothekeyprinciplesofadministration.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingofavarietyofadministrationprinciples,includingthemanagementofanofficefacility,healthandsafetyinabusinessenvironment,andthesupervisionofanadministra-tion team.Learnerswillalsopresentknowledgeofminute taking, chairing, leadingandmanagingmeetings,andeventorganisation.Learning OutcomeThe learner will:


1 Understandhowtomanageanofficefacil-ity

1.1 Explain the legal requirements relating to themanagementofofficefacilities

1.2 Describethetypicalservicesprovidedbyanof-ficefacility

1.3 Explain how to establish office managementprocedures

1.4 Explainhowtomanageofficeresources1.5 Explain techniques to monitor and manage

workflows1.6 Explaintypicalsupportandwelfarefacilitiesfor

officeworkers2 Understandhealthandsafetyinabusiness

environment2.1 Explainthelegalobligationsoftheemployerfor

healthandsafetyintheworkplace2.2 Explainanindividual’sresponsibilitiesforhealth

andsafetyintheworkplace2.3 Describeaccidentandemergencyprocedures

3 Understandhowtotakeminutesofmeet-ings

3.1 Explainthepurposeofmeetingminutes3.2 Explain the legal implications of meeing min-

utes3.3 Explain the importance of accuracy inminute

taking3.4 Describewhatshouldandshouldnotbeinclud-

edindifferenttypesofmeetingminutes3.5 Describehowtotakenotesduringmeetings



Unit Title:Principlesofadministration

4 Understandhowtochair,leadandmanagemeetings

4.1 Explain the features and purpose of differenttypesofformalandinformalmeeting

4.2 Explaintheroleandresponsibilitiesofthechair4.3 Explaintheroleofothersinameeting4.4 Explaintechniquestofacilitateameeting4.5 Explain the information requirements of a

meetingbefore,duringandafterameeting5 Understandhowtosuperviseanadminis-

trativeteam5.1 Explaintheuseoftargetsandbudgetstoman-

ageworkloads5.2 Explainhowtoallocateworktoindividualteam

members5.3 Explain different quality management tech-

niques tomanage the performance of an ad-ministrativeteam

5.4 Explain the techniques used to identify theneed for improvements in team outputs andstandards

6 Understandhowtoorganiseevents 6.1 Explain the characteristics, requirements andpurposesofdifferenttypesofevents

6.2 Explain the typesof informationand informa-tionsourcesneededtoorganiseanevent

6.3 Explainhowtoplananevent6.4 Explainhowtoidentifytherightresourcesfrom

aneventplan6.5 Describethelikelytypesofinformationneeded

bydelegatesbefore,duringandafteranevent



Unit Title: PrinciplesofbusinessUnit No: D/506/1942Level: 3GLH: 74Credit: 10Unit details:Thisunitaimstodevelopknowledgeandunderstandingregardingbusinessandintroduceslearnerstothekeyprinciplesofbusiness.Uponcompletionofthisunit,learnerswillbeabletodevelopanunderstandingofavarietyofbusinessprinciples,includingbusinessmarkets,businessinnovationandgrowth,andsalesandmarketing.Learnerswillalsopresentknowledgeoffinancialmanagementandbusinessbudgeting.Learning OutcomeThe learner will:


1 Understandbusinessmarkets 1.1 Explainthecharacteristicsofdifferentmarkets1.2 Explainthenatureofinteractionsbetween

businesseswithinamarket1.3 Explainhowanorganisation’sgoalsmaybe

shapedbythemarketinwhichitoperates1.4 Describethelegalobligationsofabusiness

2 Understandbusinessinnovationandgrowth

2.1 Definebusinessinnovation2.2 Explaintheusesofmodelsofbusiness

innovation2.3 Identifysourcesofsupportandguidancefor

businessinnovation2.4 Explaintheprocessofproductorservice

development2.5 Explainthebenefits,risksandimplications

associatedwithinnovation3 Understandfinancialmanagement 3.1 Explaintheimportanceoffinancialviabilityfor

anorganisation3.2 Explaintheconsequencesofpoorfinancial

management3.3 Explaindifferentfinancialterminology

4 Understandbusinessbudgeting 4.1 Explaintheusesofabudget4.2 Explainhowtomanageabudget

5 Understandsalesandmarketing 5.1 Explaintheprinciplesofmarketing5.2 Explainasalesprocess5.3 Explainthefeaturesandusesofmarket

research5.4 Explainthevalueofabrandtoanorganisation5.5 Explaintherelationshipbetweensalesand

marketing



Unit Title: ContributetotheimprovementofbusinessperformanceUnit No: D/506/1911Level: 3GLH: 33Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtocontributetotheimprovementofbusinessperformance.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingofthekeyprinciplesassociatedwithresolvingbusinessproblemsandanunderstandingofimprovementtechniquesandprocesses.Learnerswillbeabletoapplythisknowledgewhensolvingproblemsinbusinessandwhencontributingtotheimprovementofbusinessactivities. Learning OutcomeThe learner will:


1 Understandtheprinciplesofresolvingbusinessproblems

1.1 Explaintheuseofdifferentproblem-solvingtechniques

1.2 Explaintheorganisationalandlegalconstraintsrelatingtoproblem-solving

1.3 Describetheroleofstakeholdersinproblem-solving

1.4 Describethestepsinthebusinessdecision-makingprocess

1.5 Analysetheimplicationsofadoptingrecommendationsandimplementingdecisionstosolvebusinessproblems

2 Understandimprovementtechniquesandprocesses

2.1 Describethepurposeandbenefitsofcontinuousimprovement

2.2 Analysethefeatures,useandconstraintsofdifferentcontinuousimprovementtechniquesandmodels

2.3 Explainhowtocarryoutacost-benefitanalysis2.4 Explaintheimportanceoffeedbackfrom

customersandotherstakeholdersincontinuousimprovement



Unit Title: Contributetotheimprovementofbusinessperformance3 Beabletosolveproblemsinbusiness 3.1 Identifythenature,likelycauseand

implicationsofaproblem3.2 Evaluatethescopeandscaleofaproblem3.3 Analysethepossiblecoursesofactionthatcan

betakeninresponsetoaproblem3.4 Useevidencetojustifytheapproachto

problem-solving3.5 Developaplanandsuccesscriteriathatare

appropriatetothenatureandscaleofaproblem

3.6 Obtainapprovaltoimplementasolutiontoaproblem

3.7 Takeactiontoresolveormitigateaproblem3.8 Evaluatethedegreeofsuccessandscaleofthe

implicationsofasolvedproblem

4Beabletocontributetotheimprovementofactivities

4.1 Identifythenature,scopeandscaleofpossiblecontributionstocontinuousimprovementactivities

4.2 Measurechangesachievedagainstbaselinedata

4.3 Calculateperformancemeasuresrelatingtocost,qualityanddelivery

4.4 Justifythecaseforadoptingimprovementsidentifiedwithevidence

4.5 Developstandardoperatingproceduresandresourceplansthatarecapableofimplementingagreedchanges



Unit Title: NegotiateinabusinessenvironmentUnit No: H/506/1912Level: 3GLH: 18Credit: 4Unit details: Thisunitaimstodeveloptheknowledgeandskillsrequiredtonegotiatewithinabusinessenvironmentandintroduceslearnerstotheprinciplesunderpinningnegotiation.Uponcompletionofthisunit,learnerswillbeabletoprepareforbusinessnegotiationsandcarryoutbusinessnegotiations.Learning OutcomeThe learner will:


1 Understandtheprinciplesunderpinningnegotiation

1.1 Describetherequirementsofanegotiationstrategy

1.2 Explaintheuseofdifferentnegotiationtechniques

1.3 Explainhowresearchontheotherpartycanbeusedinnegotiations

1.4 Explainhowculturaldifferencesmightaffectnegotiations

2 Beabletoprepareforbusinessnegotiations

2.1 Identifythepurpose.Scopeandobjectivesofthenegotiation

2.2 Explainthescopeoftheirauthorityfornegotiating

2.3 Prepareanegotiatingstrategy2.4 Preparefall-backstancesandcompromises

thatalignwiththenegotiatingstrategyandpriorities

2.5 Assessthelikelyobjectivesandnegotiationstancesoftheotherparty

2.6 Researchthestrengthsandweaknessesoftheotherparty

3 Beabletocarryoutbusinessnegotiations 3.1 Carryoutnegotiationswithinresponsibilitylimitsinawaythatoptimisesopportunities

3.2 Adapttheconductofthenegotiationinaccordancewithchangingcircumstances

3.3 Maintainaccuraterecordsofnegotiations,outcomesandagreementsmade

3.4 Adheretoorganisationalpoliciesandprocedures,andlegalandethicalrequirementswhencarryingoutbusinessnegotiations



Unit Title: NegotiateinabusinessenvironmentUnit No: H/506/1912UnitTitle: DevelopapresentationUnitNo: K/506/1913Level: 3GLH: 11Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtocreateapresentation.Uponcompletionofthisunit,learnerswillunderstandbestpracticeindevelopingpresentationsandwillbeabletodevelopastructuredpresentation.LearningOutcomeThelearnerwill:

AssessmentCriterionThelearnercan:

1 Understandhowtodevelopapresentation

1.1 Explainbestpracticeindevelopingpresentations

1.2 Explainwhoneedstobeconsultedonthedevelopmentofapresentation

1.3 Explainthefactorstobetakenintoaccountindevelopingapresentation

1.4 Analysetheadvantagesandlimitationsofdifferentcommunicationmedia

2 Beabletodevelopapresentation 2.1 Identifythepurpose,content,style,timingandaudienceforapresentation

2.2 Selectacommunicationmediathatisappropriatetothenatureofapresentation,messageandaudience

2.3 Tailorapresentationtofitthetimescaleandaudience’sneeds

2.4 Prepareapresentationthatislogicallystructured,summarisesthecontentandaddressesthebrief

2.5 Takeactiontoensurethatapresentationadherestoorganisationalguidelinesandpolicies

2.6 Developmaterialsthatsupportthecontentofapresentation



Unit Title: DeliverapresentationUnit No: M/506/1914Level: 3GLH: 17Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtodeliverapresentation.Uponcomple-tionofthisunit,learnerswillbeabletoprepareforanddeliverapresentation.Learning OutcomeThe learner will:


1 Understand the principles underpinningthedeliveryofpresentations

1.1 Analyse theadvantagesand limitationsofdif-ferentmethodsof,andmediafor,makingpres-entations

1.2 Explainhowthetypeandsizeoftheaudienceaffectsthedeliveryofapresentation

1.3 Explainthefactorstobetakenintoaccountindeveloping contingencyplanswhendeliveringpresentations

1.4 Explainvoiceprojectionandtimingtechniqueswhendeliveringpresentations

1.5 Explainthefactorstobetakenintoaccountinrespondingtoquestionsfromanaudience

1.6 Explaindifferentmethodsforevaluatingtheef-fectivenessofapresentation

2 Be able to prepare to deliver a presenta-tion

2.1 Confirm the layout of the venue and correctfunctioning of the equipment and resourcespriortomakingapresentation

2.2 Developcontingencyplansforpotentialequip-mentandresourcefailures

2.3 Takeactiontoensurethatthepresentationsfitsthetimeslotavailable

3 Beabletodeliverapresentation 3.1 Speak clearly and confidently, using languagethatisappropriateforthetopicandaudience

3.2 Varytheirvoicetone,paceandvolumeappro-priatelywhendeliveringapresentation

3.3 Use body language in a way that reinforcesmessages

3.4 Useequipmentandresourceseffectivelywhendeliveringapresentation

3.5 Deliverapresentationwithintheagreedtime-frame

3.6 Respondtoquestionsinawaythatmeetstheaudience’sneeds

3.7 Evaluatetheeffectivenessofapresentation



Unit Title: CreatebespokebusinessdocumentsUnit No: T/506/1915Level: 2

GLH: 19Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtocreatebespokebusinessdocuments.Uponcompletionofthisunit,learnerswillunderstandhowtocreatebespokebusinessdocumentsandwillbeabletoapplythisknowledgewhendesigningandcreatingbespokebusinessdocuments.Learning OutcomeThe learner will:


1 Understand how to create bespoke busi-nessdocuments

1.1 Explaintheuseofbespokebusinessdocuments1.2 Describethefactorstobetakenintoaccountin

selectingtheappropriatemethodofpresentingabusinessdocument

1.3 Describe the use of technology to create be-spokebusinessdocuments

1.4 Explain thepurposeand requirementsof cor-porateidentityinbespokebusinessdocuments

1.5 Analyse different design techniques used tocreateattractivebespokebusinessdocuments

1.6 Explainthefactorstobetakenintoaccountinevaluatingtheimpactofbespokebusinessdoc-uments

2 Beabletodesignbespokebusinessdocu-ments

2.1 Confirm the purpose, nature, content, style,qualitystandards,audienceanddeadlineofthedocument

2.2 Identifytheoptimummethodofpresentingthedocument

2.3 Createdesignoptions thatmeet thespecifica-tion

2.4 Takeintoaccountfeedbackfromstakeholders3 Beabletocreatebespokebusinessdocu-

ments3.1 Includecontentthatmeetsthebrief,isaccurate

andgrammaticallycorrect3.2 Use design techniques to create documents

thatmeetthespecification3.3 Integratenon-textitemsintotheagreedlayout3.4 Presentdocumentswithintheagreedtimescale



Unit Title: Contributetothedevelopmentandimplementationofaninformationsystem

Unit No: A/506/1916Level: 3GLH: 21Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtocontributetothedevelopmentandimplementationofaninformationsystem.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingofthedesignandimplementationofaninformationsystem.Learning OutcomeThe learner will:


1 Understand the design and implementa-tionofaninformationsystem

1.1 Explainthetypesofinformationtobemanagedbyasystem

1.2 Explain how information will be used and bywhom

1.3 Explainwhoneedstobeconsultedinthedesignand implementationofan informationsystemandwhy

1.4 Explain the impactof legal andorganisationalsecurity and confidentiality requirements forthedesignandimplementationofaninforma-tionsystem

2 Beable tocontribute to thedevelopmentofaninformationsystem

2.1 Confirmthepurpose,useandfeaturesofanin-formationsystem

2.2 Identify the information thatwill bemanagedbythesystem

2.3 Confirm requirements for reporting informa-tion

2.4 Recommendthefunctionsthatwillbeusedtomanipulateandreportinformation

2.5 Developguidancefortheuseofaninformationsystemthatisaccurateandeasytounderstand

2.6 Recommenduseraccessandsecuritylevelsfortheinformationsystem

2.7 Make contributions to the development of aninformation system that are consistent withbusinessobjectivesandvaluesandwithinbudg-etaryconstraints

2.8 Participate in system tests in accordancewiththespecification



Unit Title: Contributetothedevelopmentandimplementationofaninformationsystem

3 Be able to contribute to the implementa-tionofaninformationsystem

3.1 Implement the information system in accord-ance with the plan, minimising disruption tobusiness

3.2 Confirmthatstaffaretrainedtousethesystempriortoitslaunch

3.3 Resolveorreportproblemsorfaultswiththein-formationsystemwithinthelimitsoftheirownauthority

3.4 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementsintheimplementationofaninformationsystem



Unit Title: MonitorinformationsystemsUnit No: F/506/1917Level: 3GLH: 43Credit: 8Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtomonitorinformationsystems.Uponcompletionofthisunit,learnerswillhaveanunderstandingofhowinformationsystemsareusedandwillbeabletomonitorinformationsystems.Learning OutcomeThe learner will:


1 Understandhow informationsystemsareused

1.1 Explainhowtheintendeduseofreportsaffectsthechoiceofformatandlanguage

1.2 Explainhowtheaudienceofreportsaffectsthechoiceofformatandlanguage

1.3 Explainthefeaturesofdifferentproblem-solv-ingtechniquesrelatedtoinformationsystems

1.4 Evaluate the suitability of possible problem-solvingactionsrelatedtoinformationsystems

1.5 Explaintechniquestovalidatethereliabilityofinformation

1.6 Analyse the suitability of different evaluationtechniquesrelatedtoinformationsystems

1.7 Assessthepotentialconsequencesofbreachesofconfidentiality

1.8 Evaluate the potential consequences of pub-lishingreportscontaininginaccurateorunsub-stantiatedinformation

2 Beabletomonitorinformationsystems 2.1 Developaplantomonitorinformationsystemsthat specifies objectives, scope, timescale, re-sourceimplications,thetechniquestobeusedandreportingrequirements

2.2 Carry out monitoring activities in accordancewiththeplan

2.3 Provide training and support to system usersthatisappropriatetotheirneeds

2.4 Identifythecauseofproblemswithaninforma-tionsystem

2.5 Suggestsolutionstoproblemswithaninforma-tionsystem

2.6 Recommend adaptations to the system in re-sponsetoidentifiedproblemsordevelopments

2.7 Adhere to organisational policies and proce-dures, legal and ethical requirements whenmonitoringinformationsystems



Unit Title: Evaluate theprovisionofbusiness traveloraccommoda-tion

Unit No: J/506/1918Level: 3GLH: 30Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoevaluatetheprovisionofbusinesstrav-eloraccommodation.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingoftheprovisionofbusinesstraveloraccommodationarrangements.Learnerswillutilisethisknowledgewhenevaluatingthequalityoforganisationalbusinesstraveloraccommodationarrangementsandmakingrecommendationsforimprovements.Learning OutcomeThe learner will:


1 Understandtheprovisionofbusinesstrav-eloraccommodationarrangements

1.1 Explainthefactorstobetakenintoaccountinsetting evaluation criteria for the provision ofbusinesstraveloraccommodation

1.2 Explain different travel or accommodation-re-latedneedsandservices

1.3 Explain different arrangements that could bemadefortheprovisionofbusinesstravelorac-commodation

1.4 Explainthescopeoflegalandorganisationalse-curityandconfidentialityrequirementsrelatingtobusinesstraveloraccommodation

2 Be able to evaluate thequality of organi-sationalbusinesstraveloraccommodationarrangements

2.1 Assess theperformanceofprovidersof traveloraccommodationagainstagreedcriteria

2.2 Identify instances of exceptional and inade-quateperformance

2.3 Evaluatethebenefitsandlimitationsofexistingarrangementsfororganisingbusinesstraveloraccommodation

2.4 Identify alternative potential providers andwaysofprovidingtraveloraccommodation

3 Be able to recommend improvements toorganisational business travel or accom-modationarrangements

3.1 Producecostedplansthatsetoutdifferentop-tions,theirbenefits,limitationsandimplications

3.2 Shortlistalternativepotentialprovidersofbusi-ness travel or accommodation against agreedcriteria

3.3 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementswhenrecommendingimprovementstoarrangementsforbusinesstraveloraccommodation



Unit Title: ProvideadministrativesupportinschoolsUnit No: L/506/1919Level: 3GLH: 33Credit: 5Unit details:This unit aims to develop the knowledge and skills required to provide administrative support inschools.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingofadministra-tionwithinaschoolenvironmentandwillbeabletoprovideadministrativeservices.Learnerswillbeabletooperateschooladministrativesystemsandprocedures.Learning OutcomeThe learner will:


1 Understandadministrationwithinaschoolenvironment

1.1 Analyse thescope,useandrequirementsofaschooladministrativesystem

1.2 Explainhow their own role contributes to theachievementofaschool’sgoals

1.3 Describe the policy context, issues and initia-tives thataffect theworkofaschooladminis-trator

1.4 Explain a school’s administration policy andproceduresfordealingwithothers

1.5 Explain the requirements and procedures fordealingwithchildprotectionandstudentwel-fare

1.6 Explainwhenitmaybeappropriatetooverridetherequirementtomaintainconfidentiality

2 Beabletoprovideadministrativeservices 2.1 Buildpositiveworkingrelationshipswithothers2.2 Present a professional and friendly image in

linewithschoolpolicy2.3 Coordinatethecontentandpublishingofdocu-

mentsinaccordancewiththebrief2.4 Organise trips, events, placements, second-

mentsorwork experience in accordancewiththebrief

2.5 Maintainfacilitiestotherequiredstandard2.6 Adhere to organisational policies and proce-

dures,andlegalandethicalrequirementswhenprovidingadministrativeservices

3 Be able to operate school administrativesystemsandprocedures

3.1 Maintainaccuraterecords3.2 Maintainthecurrencyofregisters,licencesand

contracts3.3 Presentreportsandstatisticalreturnsontime

intheagreedformat3.4 Selectanalysisandevaluation techniques that

are appropriate to the purpose of the reportandthenatureoftheinformation



Unit Title: Administerparkingandtrafficchallenges,representationsandcivilparkingappeals

Unit No: F/506/1920Level: 3GLH: 31Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoadministerparkingtrafficchallenges,representationsandcivilparkingappeals.Uponcompletionofthisunit,learnerswillhaveanunder-standingoftheadministrationofparkingandtrafficchallenges.Learnerswillbeabletoprocessthereceiptof,andrespondto,challenges,representationsandCivilParkingNoticeappeals.Learning OutcomeThe learner will:


1 Understand theadministrationofparkingandtrafficchallenges

1.1 Explain theprovisionsandconstraintsof rele-vantlegislation,codesofpractice,TrafficRegu-lationOrdersandtheDataProtectionAct

1.2 Explain how to access, use and interpret theinformationneededtoprocesschallenges,rep-resentationsandCivilParkingNotice(CPN)ap-peals

1.3 Evaluate the importance of keeping accurateanduptodaterecordsofinformationanddeci-sions

1.4 Explainhowtovalidate information in thead-ministrationofparkingandtrafficchallenges

1.5 Explainthefeaturesanduseofspecialistsoft-ware toprocessandrecordchallenges, repre-sentationsandtrafficchallenges

1.6 Explain the typesof internal evidenceneededtosupportreliabledecisionsfortheadministra-tionofparkingandtrafficchallenges

1.7 Explainwhenandwhyitmaybeappropriatetoreactivatetheenforcementprocess

2 Beabletoprocessthereceiptofchalleng-es,representationsandCPNappeals

2.1 Recordthereceiptofwrittenchallenges,repre-sentationsandCPNappeals

2.2 Confirmthattheinformationiscomplete,accu-rate,consistentandvalid

2.3 Decidewhethertoalloworupholdtheappealagainstrecognisedeligibilitycriteria

2.4 Provideaccurateadviceandinformationontheprogressandoutcomeofthecase



Unit Title: Administerparkingandtrafficchallenges,representationsandcivilparkingappeals

3 Be able to respond to challenges, repre-sentationsandCPNappeals

3.1 Confirmthattheinformationiscomplete,accu-rate,consistentandvalid

3.2 Suspendtheenforcementprocesswhilecasesarebeinginvestigated

3.3 Obtain additional evidence where gaps areidentified

3.4 Seekappropriateadviceoncasesbeyondtheirlevelofauthority

3.5 Refer cases beyond their level of authority totherightperson

3.6 Inform customers of the decision and possi-ble coursesofaction theycan takewithin theagreedtimescale

3.7 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementswhenrespondingtochallenges,representationsandCPNappeals



Unit Title: AdministerstatutoryparkingandtrafficappealsUnit No: R/506/1923Level: 3GLH: 42Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoadministerstatutoryparkingandtrafficappeals.Uponcompletionofthisunit,learnerswillhaveanunderstandingoftheadministrationofstatutoryparkingandtrafficappeals.Learnerswillbeabletoapplythisknowledgewhenpreparingcaseevidenceforstatutoryparkingandtrafficappeals,investigatingcases,andcontestingstatutoryparkingandtrafficappeals.Learning OutcomeThe learner will:


1 Understand the administration of statu-toryparkingandtrafficappeals

1.1 Explaintherequirements,rulesandconstraintsofrelevantlegislation,codesofpracticeandtheDataProtectionAct

1.2 Explainthegroundsonwhichsomeonemayap-pealandonwhichtheymayfileastatementoftruth

1.3 Explaintheevidenceneededtocarryoutanin-vestigation

1.4 Explain how to validate information for statu-toryparkingandtrafficappeals

1.5 Explain the requirements for preparing andpresentingacasesummary

1.6 Explainthepreparationsandcodesofconductrelating to attending a hearing for statutoryparkingandtrafficappeals

1.7 Describetheactionsneededtocloseacaseandrefundfees

1.8 Explainwhoneeds tobe informedof theout-comesofastatutoryappealandwhy

1.9 Explain the features of specialist software toprocessandrecordstatutoryappeals

1.10 Explainthepotentialconsequencesofnotact-ingwithinthegivendeadline

1.11 Explain when and why an appeal may be re-ferredbyanadjudicatortoanindependentper-sontoconsidermitigation

1.12 Explain the actions needed to reactivate therecovery process after the failure of statutoryparkingandtrafficappeals



Unit Title: Administerstatutoryparkingandtrafficappeals2 Beabletopreparecaseevidenceforstat-

utoryandparkingappeals2.1 Recordthereceiptofstatutoryappealnotifica-

tionsorrevocationorders2.2 Confirm that the information is accurate and

consistent2.3 Notifytherightpersonofanydiscrepancies2.4 Meettherequirementsofthedeadline

3 Beableto investigatecasesforstatutoryappeals

3.1 Confirmthattheinformationsuppliedisaccu-rate,validandreliable

3.2 Obtain additional evidence where gaps areidentified

3.3 Refercasesbeyondtheirownlevelofauthoritytotherightperson

3.4 Makeandrecorddecisionsinstatutoryappealcasesonthebasisoftheevidenceprovided

3.5 Keeptheadjudicatorandappellantorrespond-entinformedofprogressandoutcomes

3.6 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementswheninvestigatingcasesforstatutoryappeals

4 Beable tocontest statutoryparkingandtrafficappeals

4.1 Prepareacasesummaryinaccordancewithor-ganisationalguidelinesandcodesofpractice

4.2 Collate,labelandpresentdocumentationintheformatrequiredbytheappealsservice

4.3 Respondpromptlytorequestsforfurtherinfor-mation

4.4 Informeveryonewhoneedstoknowoftheout-comesofastatutoryappeal

4.5 Keepaccuraterecordsofinformationanddeci-sionsmade



Unit Title: AdministerparkingandtrafficdebtrecoveryUnit No: T/506/1932Level: 3GLH: 35Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoadministerparkingandtrafficdebtrecovery.Uponcompletionofthisunit,learnerswillhaveanunderstandingoftheparkingandtrafficdebtrecoveryprocessandlearnerswillbeabletoapplythisknowledgewhenadministeringthepark-ingandtrafficdebtrecoveryprocess.Learning OutcomeThe learner will:


1 Understandtheparkingandtrafficdebtre-coveryprocess

1.1 Explaintherequirements,rulesandconstraintsofrelevantlegislation,codesofpracticeandtheDataProtectionAct

1.2 Explainthecriteria,policyandproceduresrelat-ingtodebtrecovery

1.3 AnalysetheroleoftheTrafficEnforcementCen-treandmagistrate’scourtinthedebtrecoveryprocess

1.4 Explaintherequirementsofdebtrecoverydoc-umentation

1.5 Explainthefeaturesandbenefitsofdifferentin-vestigationtechniques

1.6 Explainwhoneeds tobe informedof theout-comesofthedebtrecoveryprocessandwhy

1.7 Explaintheactionstobetakenateachstageofthedebtrecoveryprocess

1.8 Explainthepotentialconsequencesofaninad-equateaudittrail

1.9 Explaintheactionsneededtocloseadebtre-coverycase



Unit Title: Administerparkingandtrafficdebtrecovery2 Beabletoadministertheparkingandtraf-

ficdebtrecoveryprocess2.1 Monitorthequalityofthedatatoberegistered

at the Traffic Enforcement Centre or magis-trates’court

2.2 Servedebtrecoverydocumentation inaccord-ance with organisational policy and relevantlegislation

2.3 Prepare case evidence in accordancewith or-ganisationalpolicyandrelevantlegislation

2.4 Make decisions on the basis of the evidencewithinthelimitsoftheirownauthority

2.5 Inform everyone who needs to know of theprogressandoutcomesofthecase

2.6 Monitor the performance of debt recoveryagents

2.7 Take prompt action in the event of problemsarisinginthedebtrecoveryprocess

2.8 Keep accurate and up-to-date records of ac-tionsanddecisionstaken

2.9 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementswhenadministering the parking and traffic debt re-coveryprocess



Unit Title: AdministerlegalfilesUnit No: J/506/1935Level: 3GLH: 31Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoadministerlegalfiles.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingoftheadministrationoflegalfilesandwillbeabletomaintain,close,andarchivealegalfile.LearningOutcomeThelearnerwill:


1 Understandtheadministrationoflegalfiles 1.1 Explaintheadministrativerequirementsofthedifferentlegalareasbeingadministered

1.2 Explain the scope and limits of their own re-sponsibilitiesandauthority

1.3 Explain therequirementsof thedutyofconfi-dentiality

1.4 Explain the use of specialist software forprocessinglegalcases

1.5 Explain the potential consequences of inade-quateorinaccuraterecordkeeping

1.6 Describetheorganisationalandregulatorypur-poseandnatureofdifferent legal checks andsearches

1.7 Explain theorganisationaland regulatorypur-poseofaclientcareletter

1.8 Explainhowrecordsoftimespentonworkareused



Unit Title: Administerlegalfiles2 Beabletomaintainalegalfile 2.1 Confirmtheinformationonfileiscomplete,ac-

curateandvalid2.2 Processmoneyreceivedfromclientsinaccord-

ance with organisational and regulatory re-quirements

2.3 Keep fee-earners informed of actions taken,progress,developmentsandproblems

2.4 Takeactiontoensurethatfilesarecorrectlyla-belledanddatedincludingsummariesoftheircontents

2.5 Generate correspondence that conform withtherequirementsofhousestyle

2.6 Recordalltimespent,costsanddisbursementsaccurately

2.7 Generate accurate bills that conformwith or-ganisationalandregulatoryrequirements

2.8 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementswhenmaintainingalegalfile

3 Beabletocloseandarchivealegalfile 3.1 Addressanyoutstandingissuesforalegalfile3.2 Prepareaccuratefinalbills inaccordancewith

organisationalandregulatoryrequirements3.3 Takeactiontoensurethatclosedfilescontain

allthenecessarydocumentation3.4 Confirm whether any documents need to be

added to the firm’s precedent, knowledge ordatabank

3.5 Close files in accordance with organisationalstandards and procedures when the accountshowsanilbalance

3.6 Archivefiles inaccordancewithorganisationalandregulatoryrequirements



Unit Title: BuildlegalcasefilesUnit No: L/506/1936Level: 3GLH: 32Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtobuildlegalcasefiles.Uponcompletionofthisunit,learnerswillunderstandhowto,andbeableto,buildlegalcasefiles.Learning OutcomeThe learner will:


1 Understandhowtobuildalegalcasefile 1.1 Explain the administrative requirements of thedifferentlegalareasbeingadministered

1.2 Explainthescopeandlimitsoftheirownrespon-sibilitiesandauthority

1.3 Explain the requirements of the duty of confi-dentiality

1.4 Explainhowtoidentifyshortfallsinevidenceandmaterials

1.5 Explainthefeaturesandusesofdifferentinter-viewingtechniques

1.6 Explaintheuseofspecialistsoftwareforprocess-inglegalcases

1.7 Explainhowtoaccessandusesourcesofinfor-mationandevidence

1.8 Explainthepotentialconsequencesofnotmeet-ingdeadlineswhenbuildingalegalcasefile

2 Beabletobuildcasefiles 2.1 Identifygapsinevidenceandmaterialsneeded2.2 Carryoutinterviewsinaccordancewiththeprin-

ciplesofbestpracticeincommunicationandin-terviewing

2.3 Obtainevidenceandmaterialsneeded tocom-pletethefile

2.4 Generate correspondence that conforms withthehousestyleandregulatoryrequirements

2.5 Submitcasesontimeinlinewithinternalandex-ternaldeadlines

2.6 Complete follow-up actions in accordancewiththeinstructions

2.7 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementswhenbuildingcasefiles

UnitTitle: ManagelegalcasefilesUnitNo: Y/506/1936



Unit Title: BuildlegalcasefilesUnit No: L/506/1936Level: 3GLH: 32Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtomanagelegalcasefiles.Uponcomple-tionofthisunit,learnerswillunderstandhowto,andbeableto,managelegalcasefiles.LearningOutcomeThelearnerwill:


1 Understand the management of legalcasefiles

1.1 Explain the administrative requirement of thedifferentlegalareasbeingadministered

1.2 Explainthescopeandlimitsoftheirownrespon-sibilitiesandauthority

1.3 Explainrequirementsofthedutyofconfidential-ity

1.4 Describethestructure,formatandcontentsofacasefile

1.5 Explainhowtovalidateinformationwhenman-agingalegalcasefile

1.6 Explaintherequirementsofprocessingappeals1.7 Explainthepotentialconsequencesofnotmeet-

inginternalandexternaldeadlineswhenmanag-ingalegalcasefile

2 Beabletomanagecasefiles 2.1 Plan the management of a case file to meetdeadlines

2.2 Identifythelocationofrequireddocumentsandmaterials

2.3 Takeactiontoensurethefilecontainsaccurateandup-to-dateinformation,documentsandma-terialsandissecure

2.4 Take action to ensure court bundles are pre-paredcorrectly

2.5 Generate correspondence and documents thatconform with the requirements of house styleandlegalandproceduralrequirements

2.6 Submitdocumentsontime2.7 Processandrecordthehearingoutcomesinac-

cordancewithorganisationalandproceduralre-quirements

2.8 Closeandarchivefilesinaccordancewithorgan-isationalandregulatoryrequirements

2.9 Keep fee-earners informed of actions taken,progress,developmentsandproblems

2.10 Adhere to organisational policies and proce-dures,andlegalandethicalrequirementswhenmanagingcasefiles



Unit Title: ManageanofficefacilityUnit No: K/506/1944Level: 3GLH: 21Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtomanageanofficefacility.Uponcomple-tionofthisunit,learnerswillhavedevelopedanunderstandingofthemanagementofanofficefacilityandwillbeabletoapplythiswhenmanagingandmaintaininganofficefacility.LearningOutcomeThelearnerwill:


1 Understand themanagementofanofficefacility

1.1 Explain the requirements of establishing andimplementingofficemanagementprocedures

1.2 Explain how to manage the effectiveness ofworkandsystems

1.3 Explain how to manage any constraints at-tachedtoofficefacilitiesandrelatedbudgets

1.4 Explainthefactorstobetakenintoaccountinthe design of office systems, procedures andguidancedocuments

1.5 Explain how to create an environment that isconducivetoproductivework

2 Beabletomanageandmaintainanofficefacility

2.1 Maintain equipment and consumables toagreedlevels

2.2 Establishtoevaluatetheeffectivenessofofficesystemsandprocedures

2.3 Reviewtheeffectivenessofofficesystemsandprocedures to meet users’ needs, adaptingthemtomeetchangingdemands

2.4 Manage themaintenanceof office equipmenttomeetusers’needsandexpectations

2.5 Manageeffectiverelationshipswithsuppliers2.6 Takeactiontoensurethatadministrativeserv-

icesareprovidedtoagreedstandards



Unit Title: AnalyseandpresentbusinessdataUnit No: J/506/1935Level: 3GLH: 24Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoanalyseandpresentbusinessdata.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingoftheanalysisandpres-entationofbusinessdata.Learnerswillbeabletoanalysebothquantitativeandqualitativebusinessdataandwillalsobeabletopresentthisanalysisappropriately.Learning OutcomeThe learner will:


1 Understandtheanalysisandpresentationofbusinessdata

1.1 Explaintheusesandlimitationsofprimaryandsecondarydata

1.2 Explaintheusesandlimitationsofquantitativeandqualitativedata

1.3 Evaluatethe issuesrelatingtothevalidityandreliabilityofdataanditsanalysis

1.4 ExplaintheuseofITtoolstocarryoutresearch1.5 Assesstherisksattachedtomakingjudgments

basedonlimitedorunrepresentativesamples1.6 Assess the risks attached to generalising re-

searchfindings1.7 Explain different formats and techniques for

thepresentationoftheanalysis2 Beabletoanalysequantitativeandqualita-

tivebusinessdata2.1 Agreetheparametersoftheanalysis2.2 Clarifyanyethicalrequirementsoftheanalysis2.3 Organisethedatainawaythatwillfacilitateits

analysis2.4 Selectvalidandreliabledataanalysismethods

andtechniquesthatareappropriatetothedataandanalysisobjectives

2.5 Apply analytical techniques that are appropri-atetothepurposeoftheresearchandthena-tureofthedata

2.6 Confirmtheaccuracyofdataanalysisandmakenecessaryadjustments

2.7 Drawconclusionsthatarevalidandsupportedbyevidence

3 Beabletopresenttheanalysisofbusinessdata

3.1 Present data in the agreed reporting formatandhousestyle

3.2 Acknowledgethelimitationsoftheanalysis3.3 Referencedatasources



Unit Title: ProducebusinessdocumentsUnit No: Y/506/1809Level: 2GLH: 24Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoproducebusinessdocuments.Uponcompletionofthisunit,learnerswillbeabletoprepareanddistributebusinessdocuments.Learning OutcomeThe learner will:


1 Understandhowtopreparebusinessdoc-uments

1.1 Explain the requirements for language, tone,image and presentation for different docu-ments

1.2 Explainhowtointegrateimagesintodocuments1.3 Describehowcorporateidentity impactsupon

documentproduction1.4 Explain the requirements of data protection,

copyright and intellectual property legislationrelatingtodocumentproduction

1.5 Describeorganisationalproceduresforversioncontrol

1.6 Describesecurityrequirementsrelatingtodoc-umentproduction

2 Beabletopreparebusinessdocuments 2.1 Identify the purpose, audience, content, style,formatanddeadlinesofadocument

2.2 Usedocumentproductionresourcesinlinewithorganisationalguidelines

2.3 Usecorrectgrammar,spelling,punctuationandsentencestructure

2.4 Produce documents that meet the require-mentswithintheagreedtimescale

3 Beabletodistributebusinessdocuments 3.1 Providefinaldocumentsintheappropriateme-diumforauthorisedreaders

3.2 Specify restrictionsanddistribution lists inac-cordancewiththerequirements

3.3 Maintain the requirements of security in theproduction, distribution and storage of docu-ments



Unit Title:Storeandretrieveinformation

Unit No: R/506/1811Level: 2GLH: 19Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtostoreandretrieveinformation.Uponcompletionofthisunit,learnerswillbeabletogather,storeandretrieveinformation.Learning OutcomeThe learner will:


1 Understand information storage and re-trieval

1.1 Describe systems and procedures for storingandretrievinginformation

1.2 Outline legal andorganisational requirementsforinformationsecurityandretention

1.3 Explainhowtocreatefilingsystemstofacilitateinformationidentificationandretrieval

1.4 Explainhowtousedifferentsearchtechniquestolocateandretrieveinformation

1.5 Describewhattodowhenproblemsarisewhenstoringorretrievinginformation

2 Beabletogatherandstoreinformation 2.1 Gather the information required within theagreedtimescale

2.2 Store files and folders in accordance with or-ganisationalprocedures

2.3 Storeinformationinapprovedlocations2.4 Adhere to organisational policies and proce-

dures,legalandethicalrequirements3 Beabletoretrieveinformation 3.1 Confirminformationtoberetrievedanditsin-

tendeduse3.2 Retrieve the required information within the

agreedtimescale



Unit Title: ProduceminutesofmeetingsUnit No: Y/506/1812Level: 2GLH: 13Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoproduceminutesofmeetings.Uponcompletionofthisunit,learnerswillbeabletotakenotesofmeetingsandthenproduceminutesofmeetings.Learning OutcomeThe learner will:


1 Understandhowtotakeminutes 1.1 Explain thepurposeofdifferent typesofmin-utesandothermeetingrecords

1.2 Explain the legal requirements of formalmin-utes

1.3 Describe organisational conventions for pro-ducingminutes

1.4 Describeresponsibilitiesoftheminutetakerinameeting

1.5 Explainwhy it is important tomaintain confi-dentialityofmeetings,discussionsandactions

1.6 Explainwhyit isnecessarytorecordwhopro-posedandsecondedsuggestionsandchanges

2 Beabletotakenotesofmeetings 2.1 Take accurate notes of the attendance, pro-ceedings, areas of discussion and agreed ac-tionsofmeetings

2.2 Recordallocatedresponsibilitiesforagreedac-tions

3 Beabletoproduceminutesofmeetings 3.1 Transcribenotesaccurately intomeetingmin-utes using correct grammar, punctuation andsentencestructureandintheagreedstyle

3.2 Includeagreedattachmentsorappendices3.3 Obtainapprovalforthefinaldocuments3.4 Distribute minutes to the agreed distribution

list3.5 Maintaintherequirementsofconfidentiality



Unit Title: HandlemailUnit No: D/506/1813Level: 2GLH: 15Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtohandlemail.Uponcompletionofthisunit,learnerswillbeabletodealwithbothincomingandoutgoingmail.Learning OutcomeThe learner will:


1 Understandhowtodealwithmail 1.1 Explainhowtodealwith‘junk’mail1.2 Describewhat todo in theeventofproblems

arisingwhendealingwithincomingoroutgoingmail

1.3 Describehowtooperateafrankingmachine1.4 Explainhow topreparepackages fordistribu-

tion1.5 Stateorganisationalpoliciesandprocedureson

mail handling, security and theuseof courierservices

1.6 Explaintheprocessforreportingsuspiciousordamaged items in accordance with organisa-tionalprocedures

2 Beabletodealwithincomingmail 2.1 Sort incomingmail in line with organisationalprocedures

2.2 Distribute incomingmail and packages to therightpeopleaccordingtotheagreedschedule

2.3 Dealwithincorrectlyaddressedand‘junk’mailinaccordancewithorganisationalprocedures

3 Beabletodealwithoutgoingmail 3.1 Organise the collection of outgoing mail andpackagesontime

3.2 Identifythebestoptionfordispatchingmailac-cordingtotherequireddegreeofurgency,sizeandvalueoftheitem

3.3 Dispatchoutgoingmailontime



Unit Title: PreparetextfromshorthandUnit No: M/506/1816Level: 2GLH: 46Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtopreparetextfromshorthand.Uponcompletionofthisunit,learnerswillbeabletouseshorthandtopreparetext.Learning OutcomeThe learner will:


1 Understandhowtouseshorthandtocre-atetext

1.1 Explain the importanceofconfirming thepur-poseofthetextandintendedaudience

1.2 Describe techniques that may be used whentakingshorthandnotes

1.3 Explaintheconsequencesofincorrectspelling,punctuationandgrammarandsentencestruc-ture,andinaccuratecontent

1.4 Explain how technology features can help tocreate,formatandchecktheaccuracyoftext

1.5 Describe thewaysof checkingproduced textsforaccuracyandcorrectness

1.6 Describeorganisationalproceduresforthestor-age,securityandconfidentialityofinformation

2 Understandhowtouseshorthandtopre-paretext

2.1 Agree the purpose, format and deadlines fortexts

2.2 Takedictationusingshorthandatthespeedre-quiredbytheorganisation

2.3 Inputandformattextfromshorthandnotes2.4 Checkthattextisaccurateandthemeaningis

clearandcorrect2.5 Storetextsandoriginalnotessafelyandsecure-

lyfollowingorganisationalprocedures2.6 Presenttextsintherequiredformatsandwith-

intheagreedtimescales



Unit Title: PreparetextfromrecordedaudioinstructionUnit No: T/506/1817Level: 2GLH: 19Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtopreparetextfromrecordedaudioinstruction.Learning OutcomeThe learner will:


1 Understandthepreparationoftextfromrecordednotes

1.1 Explaintheimportanceofconfirmingthepurposeofthetextandintendedaudience

1.2 Describethemainfeaturesofthedifferenttypesoftechnologythancanbeusedforplayingbackrecordings

1.3 Explainhowdifferentspeakingstylesofthosegivingdictationcanaffectoutputs

1.4 Explaintheconsequencesofincorrectspelling,punctuation,grammarandsentencestructure,andinaccuratecontent

1.5 Describethewaysofcheckingproducedtextsforaccuracyandcorrectness

1.6 Describetheorganisationalproceduresforthestorage,securityandconfidentialityofinformation

2 Beabletopreparetextfromrecordednotes

2.1 Agreethepurpose,formatanddeadlinesfortexts

2.2 Inputtheformattextfromaudiorecording2.3 Checkthattextisaccurateandthemeaningis

clearandcorrect2.4 Storetextsandoriginalrecordingssafelyand

securelyfollowingorganisationalprocedures2.5 Preparetextsintherequiredformatsand

withintheagreedtimescales



Unit Title: MaintainandissuestationeryandsuppliesUnit No: Y/506/2295Level: 2GLH: 18Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtomaintainandissuestationeryandsup-plies.Uponcompletionofthisunit, learnerswillbeabletomaintainandissuestocksofstationeryandsupplies.Learning OutcomeThe learner will:


1 Understandthemaintenanceofstationeryandsupplies

1.1 Describetheorganisationalpolicies,proceduresandlevelsofauthorityinmaintainingsupplies

1.2 Explainhow tocarryouta stockcheckof sta-tionery

1.3 Describethetypesofproblemsthatmayoccurwithdeliveriesandstockitems

1.4 Explainhow todealwithproblems thatoccurwithdeliveriesandstockitems

1.5 Explain the factors to take into accountwhenorderingstationery

1.6 Explainthebenefitsandlimitationsofdifferentpotential suppliers, against organisational re-quirements

1.7 Explainhowtocalculatequantitiesofstationeryandsuppliestobeordered

1.8 Describehowtodisposeoforrecyclewaste2 Be able to maintain stocks of stationery

andsupplies2.1 Maintain stocks of stationery and supplies at

therequiredlevels2.2 Maintain the requirements of storage and se-

curity2.3 Carryout stock checks in accordancewithor-

ganisationalpoliciesandprocedures2.4 Chaseuplateorincorrectorderswithsuppliers

3 Be able to issue stock of stationery andsupplies

3.1 Issue stationery and supplies in accordancewithorganisationalrequirements

3.2 Maintainup-to-daterecordsofstockissued,re-ceivedandinstorage

3.3 Dealwithunwantedordamagedstationeryandsuppliessafely

3.4 Recommendways inwhich thesystem for re-ceivingandissuingstockcouldbeimproved



Unit Title: ContributetotheorganisationofaneventUnit No: L/506/1869Level: 2GLH: 23Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtocontributetotheorganisationofanevent.Uponcompletionofthisunit, learnerswillbeabletocarryoutpre-eventactions,setupaneventandthencarryoutpost-eventactions.Learning OutcomeThe learner will:


1 Understandeventorganisation 1.1 Explaintheroles,responsibilitiesandaccount-abilitiesofindividualsinvolvedintheevent

1.2 Explain the purpose and features of differenttypesofevents

1.3 Describethetypeofresourcesneededfordif-ferenttypesofevents

1.4 Describe the different needs attendees mayhaveandhowtomeetthese

1.5 Explaintherequirementsofhealth,safetyandsecuritywhenorganisingevents

1.6 Describethetypesofproblemsthatmayoccurduringeventsandhowtodealwiththem,

2 Beabletocarryoutpre-eventactivities 2.1 Identifyvenuerequirementsforanevent2.2 Obtainresourceswithintheagreedtimescales2.3 Distribute pre-event documentation to dele-

gatesinaccordancewiththeeventplan2.4 Co-ordinate attendee responses within the

agreedtimescale2.5 Identify any special requirements of event at-

tendees3 Beabletosetupanevent 3.1 Setuplayoutandresourcesinaccordancewith

theeventplan3.2 Confirmthatallidentifiedresourcesareinplace

andmeetrequirements3.3 Behave inawaythatmaintainsorganisational

valuesandstandards4 Beabletocarryoutpost-eventactions 4.1 Ensure the venue is restored to the required

conditionsinaccordancewiththetermsofthecontract

4.2 Carryoutfollow-upactionsinaccordancewiththe event plan and agreements made at theevent



Unit Title: OrganisebusinesstraveloraccommodationUnit No: D/506/1875Level: 2GLH: 23Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoorganisebusinesstraveloraccom-modation.Uponcompletionofthisunit,learnerswillbeabletoresearchbusinesstraveloraccom-modationoptionsforothers,andthenusetheoutcomesofthatresearchtomakebusinessortravelarrangementsforothers.Learning OutcomeThe learner will:


1 Understand the organisation of businesstraveloraccommodationforothers

1.1 Explainanybudgetaryorpolicyconstraintsre-latingtobebusinesstraveloraccommodation

1.2 Describe financial arrangements relating tobusinesstraveloraccommodation

1.3 Explain how to make arrangements for visasandrelatedforeigntraveldocuments

1.4 Describe the procedures for obtaining or ex-changingforeigncurrency

2 Beable toresearchbusiness travelorac-commodationoptionsforothers

2.1 Identifydifferentsuppliersthatarecapablede-liveringtheservicesrequiredwithinbudget

2.2 Recommendtraveloraccommodationarrange-mentsthatbestmeettherequirements

2.3 Recommendsuppliersoftraveloraccommoda-tionthatbestmeettherequirements

3 Beabletomakebusinesstraveloraccom-modationarrangementsforothers

3.1 Confirmtherequirementsfortraveloraccom-modation

3.2 Agree arrangements that specify any limita-tions,prohibitionsorresponsibilitiesandwhichmeettherequirements

3.3 Prepareandissueitinerary/scheduledocumen-tation that reflect agreed arrangements accu-rately

3.4 Obtain travel or accommodation documenta-tionwithintherequiredtimescale

3.5 Confirm the acceptability of payments to bemadewithinthelimitsoftheirownauthority

3.6 Keepup-to-daterecordsoftraveloraccommo-dationarrangementsandagreedcommitments

3.7 Adhere to organisational policies and proce-dures, legal and ethical requirements whenmakingbusiness travel or accommodationar-rangementsforothers



Unit Title: ProvideadministrativesupportformeetingsUnit No: H/506/1876Level: 2GLH: 28Credit: 4Unit details:Thisunitaims todevelop theknowledgeandskills required toprovideadministrativesupport formeetings.Uponcompletionofthisunit,learnerswillbeabletomakeadministrativepreparationsformeetingsandalsosupporttheadministrationofmeetings.Learning OutcomeThe learner will:


1 Understand the administration of meet-ings

1.1 Describethepurposeofthemeetingandwhoneedstoattend

1.2 Explainwhyitisimportanttohaveaminimumnumberofattendeesforameeting

1.3 Explainways toachievemaximumattendanceatmeetings

1.4 Explain the access, health, safety and securityrequirementsrelatingtomeetings

1.5 Explainhowtosetuptheresourcesneededforameeting

1.6 Explaintheresponsibilitiesofthemeetingchairandmeetingsecretary

1.7 Explain thedifferencebetween formaland in-formalmeetings

1.8 Explain the legal implications of formalmeet-ings

2 Be able to make administrative prepara-tionsformeetings

2.1 Bookmeetingvenue,resources,andfacilitiesinaccordancewiththebrief

2.2 Collatedocumentsneededforameeting2.3 Distributemeeting invitations,documentsand

othermeeting-relatedrequirementswithinthetimescale

2.4 Confirmmeetingattendeesandanyspecialre-quirements

3 Be able to support the administration ofmeetings

3.1 Takeactiontoensurethattheequipmentallo-catedforuseatameetingfunctionscorrectly

3.2 Providesupporttomeetingsinaccordancewithrequests

3.3 Ensure the venue is restored to the requiredconditionsafterthemeeting

3.4 Distribute meeting records promptly to theagreeddistributionlist

3.5 Carryoutany follow-upactions inaccordancewiththebrief



Unit Title: AdministerhumanresourcerecordsUnit No: T/506/1879Level: 2GLH: 28Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoadministerhumanresourcerecords.Learning OutcomeThe learner will:


1 Understand the administration of humanresource(HR)records

1.1 ExplainwhatHR-related informationneeds tobekeptandwhy

1.2 ExplaintherelationshipofHRtootherpartsofanorganisation

1.3 Describethe impactofotherorganisationsonHRactivities

1.4 Describethefeaturesandusesoforganisation-alsystemsformanaginghumanresourceinfor-mation

1.5 Explain the requirements of confidentiality,dataprotectionandsystemsecurity

1.6 Describetheinformationtobeprovidedfordif-ferentmanagementreports

1.7 Explainthe limitsoftheirownauthority inad-ministeringHRrecords

1.8 Explain the implications of not keeping HRrecordsup-to-date

1.9 Explaintheactionstobetakenintheeventofproblems arising or incomplete or inaccuratedata

2 BeabletoadministerHRinformation 2.1 KeepHRrecordsup-to-date2.2 Processdatainaccordancewithorganisational

procedures2.3 Provide informationwithin the limits of confi-

dentiality2.4 Adhere to organisational policies and proce-

dures,legalandethicalrequirements



Unit Title: AdministertherecruitmentandselectionprocessUnit No: T/506/1879Level: 2GLH: 25Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoadministertherecruitmentandselec-tionprocess.Uponcompletionofthisunit, learnerswillbeabletoadministertherecruitmentandselectionprocess.Learning OutcomeThe learner will:


1 Understandtherecruitmentandselectionprocess

1.1 Explain the different administrative require-mentsofinternalandexternalrecruitment

1.2 Describe the uses of a job description and apersonspecification

1.3 Explaintheadministrativerequirementsofdif-ferentmethodsofselection

1.4 Explain the requirements of different pre-em-ploymentcheckstobecarriedout

1.5 Explainwhatinformationneedstobecommu-nicated to successful and unsuccessful appli-cantsateachstageoftherecruitmentandse-lectionprocess

1.6 Explain the requirements of confidentiality,dataprotectionandsystemsecurity

2 Beabletoadministertherecruitmentproc-ess

2.1 Check that the job or role details are correctandareinaccordancewiththebrief

2.2 Placejobadvertisementsintheagreedmediainaccordancewiththetimescales

2.3 Record applicant responses within the times-cale

2.4 Provide requested information to applicantsinaccordancewithorganisationalpoliciesandprocedures

2.5 Adhere to organisational policies and proce-dures,legalandethicalrequirements

3 Beabletoadministertheselectionprocess 3.1 Inviteshortlistedapplicantstoparticipateintheselectionprocessinaccordancewithorganisa-tionalprocedures

3.2 Co-ordinateselectionarrangements inaccord-ancewiththebrief

3.3 Carryoutagreedpre-employmentcheckswith-intheagreedtimescale

3.4 Informapplicants of theoutcomeof their ap-plicationinaccordancewithorganisationalpoli-ciesandprocedures

3.5 Keepselectionrecordsup-to-date



Unit Title: AdministerparkingdispensationsUnit No: R/506/1887Level: 2GLH: 25Credit: 3Unit details:This unit aims todevelop the skills and knowledge required to administer parkingdispensations.Uponcompletionofthisunit,learnerswillbeabletoprocessapplicationsforparkingdispensationsandissueparkingdispensations.Learning OutcomeThe learner will:


1 Understand theadministrationofparkingdispensations

1.1 Explain the scope and limits of their own re-sponsibilities and authority in issuing parkingdispensations

1.2 Describethelegalandregulatoryrequirementsrelatingtoparkingdispensations

1.3 Describetheparkingdispensationeligibilitycri-teriaandchecks

1.4 Describeorganisationalsecurityandanti-fraudpolicies,proceduresandprocesses

1.5 Describethefeaturesofsoftwaretomanagetheissuesofpermits,seasontickets,suspensions,dispensationsorwaiversandbluebadges

1.6 Explainwheretogoforhelpwhendealingwithparkingdispensations

2 Beabletoprocessapplicationsforparkingdispensations

2.1 Advise customers of the eligibility criteria forparkingdispensations

2.2 Determine whether customers are eligible bymatchingthecasetothecriteria

2.3 Clarify any areas of doubt or confusion withcustomers

2.4 Carry out relevant checks in accordance withorganisational procedures and legislative pro-cedures

2.5 Recordthereasonsforthedecisionastowheth-erornottograntparkingdispensations

2.6 Maintain the requirements of confidentialityanddataprotection

3 Beabletoissueparkingdispensations 3.1 Communicate the decision and return relatedpaperwork on parking dispensations to cus-tomers inaccordancewithorganisationalpro-cedures

3.2 Process payments and refunds in accordancewithorganisationalprocedures

3.3 Keeprecordsup-to-date3.4 Adhere to organisational policies and proce-

dures,legalandethicalrequirements



Unit Title: AdministerfinanceUnit No: R/506/1890Level: 2GLH: 28Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoadministerfinance.Uponcompletionofthisunit,learnerswillunderstandfinanceforadministratorsandwillbeabletoadministerfinance.Learning OutcomeThe learner will:


1 Understandfinanceforadministrators 1.1 Describeorganisationalhierarchyandlevelsofauthorityforfinancialtransactions

1.2 Explainorganisationalsystemsforsalesinvoic-ing,purchasing,paymentsandreceipts

1.3 Describetheuseofapurchaseorder, invoice,receiptsandexpenses

2 Beabletoadministerfinance 2.1 Recordincomeandexpenditureinaccordancewithorganisationalpoliciesandprocedures

2.2 Processpurchaseorders,invoicesorexpensesinaccordancewithorganisationalpoliciesandprocedures

2.3 Process outgoing payments to the correct re-cipient

2.4 Accept or allocate incoming payments in ac-cordancewithorganisationalpolicies



Unit Title: BuddyacolleaguetodeveloptheirskillsUnit No: M/506/1895Level: 2GLH: 19Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtobuddyacolleaguetodeveloptheirskills.Uponcompletionofthisunit,learnerswillbeabletodevelopaplantobuddyacolleagueandthenputthatplanintoactionbysupportingabuddycolleagueincarryingoutworkactivities.Learning OutcomeThe learner will:


1 Understandhowtobuddyacolleague 1.1 Describewhatisexpectedofabuddy1.2 Explain techniques to give positive feedback

andconstructivecriticism1.3 Explain techniques toestablish rapportwitha

buddy2 Beabletoplantobuddyacolleague 2.1 Agreewhichaspectsofacolleague’sworkmay

benefitfrombuddying2.2 Confirmorganisationalrequirementsforstand-

ards of behaviour, presentation, communica-tionandperformanceofabuddycolleague

2.3 Agreeascheduleofmeetingsthatminimisedis-ruptiontobusiness

2.4 Agreespecific,measurable,achievable,realisticandtime-bound(SMART)buddyingobjectives

3 Beabletosupportabuddycolleaguecar-ryingoutworkactivities

3.1 Remain unobtrusive while a buddy colleaguecarriesouttheirwork

3.2 Provideexamplesofhowtocarryouttaskscor-rectly

3.3 Identify instances of good practice and areasforimprovementthroughobservation

3.4 Praise a buddy colleague on well completedtasks

3.5 Giveconstructivefeedbackonwaysinwhichabuddycouldimproveperformance

3.6 Offerabuddyhintsandtipsbasedonpersonalexperience



Unit Title:Employeerightsandresponsibilities

Unit No: L/506/1905Level: 2GLH: 16Credit: 2Unit details:Thisunitaimstodeveloptheknowledgeneededtounderstandtheiremployeerightsandrespon-sibilities.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingoftheroleoforganisationsandindustries,aswellasgaininganunderstandingandawarenessofemployers’ex-pectationsandemployees’rightsandobligations.Learning OutcomeThe learner will:


1 Understand the roleoforganisationsandindustries

1.1 Explaintheroleoftheirownoccupationwithinanorganisationandindustry

1.2 Describecareerpathwayswithintheirorganisa-tionandindustry

1.3 Identify sources of information and advice onan industry, occupation, training and careerpathway

1.4 Describeanorganisation’sprinciplesofconductandcodesofpractice

1.5 Explain issuesofpublicconcernthataffectanorganisationandindustry

1.6 Describe the types, roles and responsibilitiesofrepresentativebodiesandtheirrelevancetotheirownrole

2 Understand employers’ expectations andemployees’rightsandobligations

2.1 Describetheemployerandemployeestatutoryrightsandresponsibilitiesthataffecttheirownrole

2.2 Describe an employer’s expectations for em-ployees’ standards of personal presentation,punctualityandbehaviour

2.3 Describe the procedures and documentationthatprotectrelationshipswithemployees

2.4 Identify sources of information and advice onemploymentrightsandresponsibilities



Unit Title: Support environmental sustainability in a business envi-ronment

Unit No: R/506/1954Level: 4GLH: 38Credit: 4Unitdetails:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesofsupport-ingenvironmentalsustainabilityandhowtoimplementbestpracticewithinabusinessenvironment.Uponcompletionofthisunit,learnerswillbeabletoputthisintopractice.Learning OutcomeThe learner will:


1 Understandtheprinciplessupportingenvi-ronmentalsustainability inabusinessen-vironment

1.1 Describecurrentlegislationinrelationtoenvi-ronmentalsustainabilityinabusinessenviron-ment

1.2 Explain government incentives that supportsustainabilityinabusinessenvironment

1.3 Analysetherelationshipbetweenenvironmen-talsustainabilityandcorporatesocialresponsi-bility

1.4 Explainthehealthandsafetyconsiderationsforenvironmental sustainability and waste man-agement

1.5 Explaintechniquestoevaluatetheimpactofanorganisation’senvironmentalandsustainabilitypoliciesandprocedures

2 Beabletoimplementbestpracticeinenvi-ronmentalsustainability inabusinessen-vironment

2.1 Identify the environmental standards that arerelevanttoanorganisation

2.2 Evaluate the impact of an organisation’s busi-nessonitsenvironment

2.3 Promotea cultureofefficient consumptionofenergy in line with an organisation’s energymanagementpolicies

2.4 Establish procedures to minimise waste andmaximisetherecyclingofmaterials

2.5 Establish procedures tomeet hazardouswsteregulations

2.6 Adhere to organisational policies and proce-dures,legalandethicalrequirementswhenim-plementingbestpracticeinabusinessenviron-ment



Unit Title: ResolveadministrativeproblemsUnit No: D/506/1956Level: 4GLH: 56Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesthatunder-pintheresolutionofadministrativeproblemsandtobeabletoidentifyadministrativeproblems.Learning OutcomeThe learner will:


1 Understand the principles underpinningtheresolutionofadministrativeproblems

1.1 Evaluatetheeffectivenessofdifferenttypesofinformationonanadministrativefunction

1.2 Explainthebasisforselectingtools,techniquesand strategies to analyse administrative func-tions

1.3 Explain the constraintsattached to theuseofresources needed to resolve administrativeproblems

1.4 Explainhowtoapplyriskassessmentandman-agementtechniquestoidentifyandresolvead-ministrativeproblems

1.5 Analyse the effectiveness of different tech-niquesusedtoresolveadministrativeproblems

2 Beabletoidentifyadministrativeproblems 2.1 Collectinformationrelevanttotheadministra-tiveproblems

2.2 Useanalytical techniquesthatareappropriatetotheadministrativeproblem

2.3 Clarifywhetheranadministrativeproblemisre-current,intermittentorasoleinstance

2.4 Identifypatternsofissuesandproblems2.5 Identify the likely cause of an administrative

problem



Unit Title: Resolveadministrativeproblems3 Beabletoresolveadministrativeproblems 3.1 Selectastrategythatisappropriateforthena-

ture,scale,seriousnessandpriorityof thead-ministrativeproblem

3.2 Developaplanthataddressestheadministra-tive problem whilst minimising disruption tobusiness

3.3 Identify success criteria that are capable ofmeasuring the effectiveness of solutions tosolveadministrativeproblems

3.4 Implementaproblem-solvingwithintheagreedtimescaleandconstraints

3.5 Takeactionevaluatetheeffectivenessofprob-lemsolvingactivities

3.6 Evaluate the effectiveness of problem solvingactivities

3.7 Adhere to organisational policies and proce-dures,legalandethicalrequirementswhenre-solvingadministrativeproblems



Unit Title: PreparespecificationsforcontractsUnit No: H/506/1957Level: 4GLH: 23Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesthatsupportthepreparationofspecificationsforcontracts.Uponcompletionofthisunit,learnerswillbeabletopreparespecificationforcontacts.Learning OutcomeThe learner will:


1 Understand the principles supporting thepreparationofspecificationsforcontracts

1.1 Explainthescopeofcontractspecifications1.2 Explain the roles and interests of those who

shouldbeinvolvedinatenderprocess1.3 Analyse the legal implications of a range of

typesofcontractsandagreements1.4 Explaintherequirementsofconfidentialityand

dataprotection1.5 Evaluatetherisksassociatedwithprocurement

andtenderingprocesses1.6 Explainthebasisforthedesignofatendereval-

uationprocess2 Beable toprepare specifications for con-

tracts2.1 Confirm the requirements for the contract

specification2.2 Draft contract specifications thatmeet the re-

quirementsincludingpost-contractualrequire-ments

2.3 Specify the parameters of the contract in linewiththerequirements

2.4 Providesufficientinformationtoenablepoten-tialsupplierstodevelopproposalsthatareca-pableofmeetingthespecification

2.5 Define objective selection criteria to evaluatetenderproposals

2.6 Establishaselectionprocessthatmeetsorgani-sationalrequirements

2.7 Adhere to organisational policies, procedures,legalandethicalrequirementswhenpreparingspecificationsforcontracts



Unit Title: PreparespecificationsforcontractsUnit No: H/506/1957Unit Title: PreparetextnotefromusingtouchtypingUnit No: K/506/1815Level: 2GLH: 26Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtopreparetextfromnotesusingtouchtyping.Learning OutcomeThe learner will:


1 Understandhowtocreatetextfromnotes 1.1 Explain the importanceofconfirming thepur-poseofthetextandintendedaudience

1.2 Describetheproblemsthatmayoccurintran-scribingnoteswrittenbyothers

1.3 Explaintheconsequencesofincorrectspelling,grammar,punctuation,grammarandsentence,andinaccuratecontent

1.4 Explain how technology features can help tocreate, format and check the accuracy of thetext

1.5 Describeways of checking produced texts foraccuracyandcorrectness

1.6 Describeorganisationalproceduresforthestor-age,securityandconfidentialityofinformation

2 Beabletoproducetextusingtouchtyping 2.1 Agree the purpose, format and deadlines fortexts

2.2 Touch type textsat thespeedand levelofac-curacyrequiredbytheorganisation

2.3 Check the text isaccurateand themeaning isclearandcorrect

2.4 Storetextsandoriginalnotessafelyandsecure-lyfollowingorganisationalprocedures

2.5 Presenttextsintherequiredformatsandwith-intheagreedtimescales



Unit Title: Promoteequality,diversityandinclusionintheworkplaceUnit No: T/506/1820Level: 3GLH: 15Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtopromoteequalitydiversityandinclu-sionintheworkplace.Learning OutcomeThe learner will:


1 Understand the organisational aspectsof equality, diversity and inclusion in theworkplace

1.1 Explainthedifferencebetweenequality,diver-sityandinclusion

1.2 Explaintheimpactofequality,diversityandin-clusionacrossaspectsoforganisationalpolicy

1.3 Explainthepotentialconsequencesofbreachesofequalitylegislation

1.4 Describe nominated responsibilities within anorganisationforequality,diversityandinclusion

2 Understandthepersonalaspectsofequal-ity,diversityandinclusionintheworkplace

2.1 Explain the different forms of discriminationandharassment

2.2 Describe the characteristics of behaviour thatsupportsequality,diversityandinclusionintheworkplace

2.3 Explaintheimportanceofdisplayingbehaviourthatsupportsequality,diversityandinclusionintheworkplace

3 Beable to support equality, diversity andinclusionintheworkplace

3.1 Ensure colleagues are aware of their respon-sibilities forequality,diversityand inclusion intheworkplace

3.2 Identifypotentialissuesrelatingtoequality,di-versityandinclusionintheworkplace

3.3 Adheretotheorganisationalpoliciesandproce-dures,andlegalandethicalrequirementswhensupporting equality, diversity and inclusion intheworkplace



Unit Title: ManageteamperformanceUnit No: A/506/1821Level: 3GLH: 21Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenunderstandingthemanagementofteamperformance,allocatingworkandmanagingcommunicationwithinateamLearning OutcomeThe learner will:


1 Understandthemanagementofteamper-formance

1.1 Explain the use of benchmarks in managingperformance

1.2 Explain a range of quality management tech-niquestomanageteamperformance

1.3 Describe constraints on the ability to amendprioritiesandplans

2 Beabletoallocateandensurethequalityofwork

2.1 Identifythestrengths,competencesandexper-tiseofteammembers

2.2 Allocate work on the basis of the strengths,competencesandexpertiseofteammembers

2.3 Identifyareas for improvement in teammem-bers’performanceoutputsandstandards

2.4 Amendprioritiesandplans to takeaccountofchangingcircumstances

2.5 Recommendchangestosystemsandprocessestoimprovethequalityofwork

3 Beabletomanagecommunicationwithinateam

3.1 Explaintoteammembersthelinesofcommu-nicationandauthoritylevels

3.2 Communicate individual and team objectives,responsibilitiesandpriorities

3.3 Use communication methods that are appro-priatetothetopics,audienceandtimescales

3.4 Provide support to teammemberswhen theyneedit

3.5 Agreewithteammembersaprocessforprovid-ingfeedbackonworkprogressandanyissuesarising

3.6 Review the effectivenessof team communica-tionsandmakeimprovements



Unit Title: Manageindividuals’performanceUnit No: J/506/1921Level: 3GLH: 20Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenmanagingindividualsperformanceandunderperformanceintheworkplace.Learning OutcomeThe learner will:


1 Understandthemanagementofunderper-formanceintheworkplace

1.1 Explaintypicalorganisationalpoliciesandpro-cedures on discipline, grievance and dealingwithunderperformance

1.2 Explain how to identify causes of underper-formance

1.3 Explain the purpose of making individualsaware of their underperformance clearly butsensitively

1.4 Explainhowtoaddressissuesthathamperindi-viduals’performance

1.5 Explainhowtoagreeacourseofactiontoad-dressunderperformance

2 Be able to manage individuals’ perform-anceintheworkplace

2.1 Agreewithteammembersspecific,measurable,achievable, realistic and time-bound (SMART)objectivesthataligntoorganisationalobjectives

2.2 Delegate responsibility to individuals on thebasisoftheirexpertise,competence,skillsandknowledge,anddevelopmentneeds

2.3 Apply motivation techniques to maintain mo-rale

2.4 Provide information, resources and on-goingmentoring to help individuals meet their tar-gets,objectivesandqualitystandards

2.5 Monitor individuals’ progress towards objec-tivesinaccordancewithagreedplans

2.6 Recognise individuals’ achievement of targetsandqualitystandards

2.7 Adhere to organisational policies, proceduresandlegalandethicalrequirementswhenman-agingindividuals’performanceintheworkplace



Unit Title: Manageindividuals’developmentintheworkplaceUnit No: J/506/1922Level: 3GLH: 10Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoproduceperformanceappraisalsandbeabletosupportthedevelopmentofteammembers.Learning OutcomeThe learner will:


1 Beabletocarryoutperformanceapprais-als

1.1 Explain the purpose of performance reviewsandappraisals

1.2 Explaintechniquestoprepareforandcarryoutappraisals

1.3 Provideaprivateenvironmentinwhichtocarryouttheappraisals

1.4 Carryoutperformancereviewsandappraisalsinaccordancewithorganisationalpoliciesandprocedures

1.5 Provideclear,specificandevidence-basedfeed-backsensitively

1.6 Agree future actions that are consistent withappraisal findings and identified developmentneeds

2 Beabletosupportthelearninganddevel-opmentofindividualteammembers

2.1 Describe training techniques that can be ap-pliedintheworkplace

2.2 Analyse the advantages and disadvantages oflearning and development interventions andmethods

2.3 Explain organisational learning and develop-mentneedsatregularintervals

2.4 Review individuals’ learning and developmentneedsatregularintervals

2.5 Suggest learning anddevelopmentopportuni-tiesandinterventionsthatarelikelytomeetin-dividualandbusinessneeds



Unit Title: ChairandleadmeetingsUnit No: Y/506/1924Level: 3GLH: 10Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoleadandchairmeetings.Learning OutcomeThe learner will:


1 Beabletopreparetoleadmeetings 1.1 Identifythetype,purpose,objectives,andback-groundtoameeting

1.2 Identify those individuals expected, and thoserequiredtoattendameeting

1.3 Prepare for any formal procedures that applytoameeting

1.4 Describewaysofminimisinglikelyproblemsinameeting

1.5 Takeactiontoensurethatmeetingdocumenta-tionispreparedcorrectlyanddistributedtotheagreedpeoplewithintheagreedtimescale

2 Beabletochairmeetings 2.1 Followbusinessconventions intheconductofameeting

2.2 Facilitate meetings so that everyone is in-volvedandtheoptimumpossibleconsensusisachieved

2.3 Managetheagendawithinthetimescaleofthemeeting

2.4 Summarise the agreed actions, allocated re-sponsibilities, timescales and any future ar-rangements

3 Beabletodealwithpost-meetingmatters 3.1 Takeactiontoensurethataccuraterecordsofameetingareproducedanddistributedintheagreedformatandtimescale

3.2 Takeactiontoensurethatpost-meetingactionsarecompleted

3.3 Evaluate the effectiveness of a meeting andidentifypointsforfutureimprovement



Unit Title: EncourageinnovationUnit No: J/506/2292Level: 3GLH: 14Credit: 4Unitdetails:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoidentifyopportunitiesforinnovationandbeabletogenerateandtestideasforinnovationandimprovement.Learning OutcomeThe learner will:


1 Beableto identifyopportunitiesfor inno-vation

1.1 Analyse the advantages and disadvantages oftechniquesusedtogenerateideas

1.2 Explain how innovation benefits an organisa-tion

1.3 Explain the constraintson theirownability tomakechanges

1.4 Agreewithstakeholderstermsofreferenceandcriteriaforevaluatingpotentialinnovationandimprovement

1.5 Engageteammembersinfindingopportunitiestoinnovateandsuggestimprovement

1.6 Monitorperformance,productsand/orservicesand developments in areas that may benefitfrominnovation

1.7 Analysevalidinformationtoidentifyopportuni-tiesforinnovationandimprovement

2 Beable togenerateand test ideas for in-novationandimprovement

2.1 Generateideasforinnovationorimprovementthatmeettheagreedcriteria

2.2 Testselectedideasthatmeetviabilitycriteria2.3 Evaluate the fitness for purpose and value of

theselectedideas2.4 Assesspotentialinnovationsandimprovements

againsttheagreedevaluationcriteria3 Beabletoimplementinnovativeideasand

improvements3.1 Explain the risks of implementing innovative

ideasandimprovements3.2 Justifyconclusionsofefficiencyandvaluewith

evidence3.3 Prepare costings and schedules of work that

willenableefficient



Unit Title: Procureproductsand/orservicesUnit No: M/506/1928Level: 3GLH: 35Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenidentifyingprocurementrequire-ments,beabletoselectsuppliersandbuyproductsand/orservices.Learning OutcomeThe learner will:


1 Be able to identify procurement require-ments

1.1 Explain current and likely future procurementrequirements

1.2 Decidewhetherthepurchaseofproductsand/orservicesofferstheorganisationbestvalue

1.3 Evaluate ethical and sustainability considera-tionsrelatingtoprocurement

1.4 Identify the decision to buy products and/orservices with evidence of an analysis of risk,costsandbenefits

2 Beabletoselectsuppliers 2.1 Explainthefactorstobetakenintoaccountinselectingsuppliers

2.2 Explain organisational procurement policies,proceduresandstandards

2.3 Explaintheeffectofsupplierchoiceonthesup-plychain

2.4 Use appropriate media to publicise procure-mentrequirements

2.5 Confirmthecapabilityandtrackrecordofsup-pliersandtheirproductsand/orservices

2.6 Select suppliers that meet the procurementspecification

3 Beabletobuyproductsand/orservices 3.1 Explain theaction tobe taken in theeventofproblemsarising

3.2 Agreecontracttermsthataremutuallyaccept-ablewithintheirownscopeofauthority

3.3 Recordagreementsmade,statingthespecifica-tion, contract termsandanypost-contract re-quirements

3.4 Adhere to organisational policies, procedures,legalandethicalrequirements



Unit Title: Procureproductsand/orservicesUnit No: M/506/1928UnitTitle: ImplementchangeUnitNo: T/506/1929Level: 3GLH: 28Credit: 5Unitdetails:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesofchangemanagement.Uponcompletionofthisunit,learnerswillbeabletoplan,manageandevaluatetheimplementationofchange.Learning OutcomeThelearnerwill:

AssessmentCriterionThe learner can:

1 Understandtheprinciplesofchangeman-agement

1.1 Explain the importanceofeffective leadershipwhenimplementingchange

1.2 Explaintheroleofinternalandexternalstake-holdersinthemanagementofchange

1.3 Evaluatethesuitabilityofchangemanagementmodelsfordifferentcontexts

1.4 Explainhowtoassessthebusinessrisksassoci-atedwithchange

1.5 Assesstheneedforcontingencyplanningwhenimplementingchange

1.6 Assess the need for crisismanagementwhenimplementingchange

1.7 Explainthedifferenttypesofbarrierstochangeandhowtodealwiththese

1.8 Explain how to evaluate changemanagementprojects

2 Be able to plan the implementation ofchange

2.1 Explaintheneedforchange2.2 Explain thepotential consequencesofnot im-

plementingchange2.3 Explain the roles and responsibilities of a

changemanagementprojectteam2.4 Develop a plan that includes specific, meas-

urable, achievable, realistic and time-bound(SMART)objectivesandresources

2.5 Briefteammembersontheirrolesandrespon-sibilitiesandtheobjectivesofthechange

2.6 Gainacceptance to theneed for change fromteammembersandotherstakeholders



Unit Title: Procureproductsand/orservicesUnit No: M/506/19283 Beabletomanagetheimplementationof

achangeplan3.1 Explainorganisationalescalationprocessesfor

reportingproblems3.2 Analyse the advantages and disadvantages of

monitoringtechniques3.3 Implementtheplanwithintheagreedtimescale3.4 Provide support to teammembers and other

stakeholdersaccordingtoidentifiedneeds3.5 Monitor the progress of the implementation

againsttheplan3.6 Manage problems in accordance with contin-

gencyplans4 Beabletoevaluatetheeffectivenessofthe

implementationofchangeplans4.1 Assessthesuitabilityoftechniquesusedtoana-

lysetheeffectivenessofchange4.2 Collatevalidfeedbackandinformationagainst

agreedcriteria4.3 Analyse feedback and information against

agreedcriteria4.4 Identifyareasforfutureimprovement4.5 Communicate the lessons learned with those

whomaybenefit



Unit Title: Implement and maintain business continuity plans andprocesses

Unit No: K/506/1930Level: 3GLH: 25Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoplan,implementandmaintainbusinesscontinuityplansandprocesses.Learning OutcomeThe learner will:


1 Beabletoplanfortheimplementationofbusinesscontinuityplansandprocesses

1.1 Describe the componentsofabusiness conti-nuityplan

1.2 Explaintheusesofabusinesscontinuityplan1.3 Explainthefeaturesofdifferentbusinessconti-

nuityplanningmodels1.4 Explain the potential consequences of inade-

quatebusinesscontinuityplansandprocesses1.5 Confirmtherequiredaim,scopeandobjectives

ofbusinesscontinuityplans1.6 Engage stakeholders in developing business

continuityplansandprocesses1.7 Identifybusiness-criticalproductsand/orserv-

icesandtheactivitiesandresources thatsup-portthem

2 Beable to implementbusiness continuityplansandprocesses

2.1 Develop a framework for business continuitymanagement

2.2 Recommend resources thatareproportionatetothepotentialimpactofbusinessdisruption

2.3 Communicate the importance and require-ments of business continuity plans and proc-essestostakeholders

2.4 Meettheirownobjectiveswithintheplan3 Beabletomaintainthefitnessforpurpose

ofon-goingbusinesscontinuityplansandprocesses

3.1 Providetrainingforstaffwhomaybeaffected3.2 Validateandtestthestrengthofbusinessconti-

nuityplansandprocesses3.3 Updateplansandprocessesinthelightoffeed-

back from business continuity exercises andothersourcesofinformation



Unit Title: ParticipateinaprojectUnit No: F/506/1934Level: 3GLH: 19Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenunderstandinghowtomanageaprojectandsupportthedelivery.Learning OutcomeThe learner will:


1 Understandhowtomanageaproject 1.1 Explainthefeaturesofaprojectbusinesscase1.2 Explainthestagesofaprojectlifecycle1.3 Explaintherolesofpeopleinvolvedinaproject1.4 Explaintheusesofproject-relatedinformation1.5 Explaintheadvantagesandlimitationsofdiffer-

entprojectmonitoringtechniques1.6 Analyse the interrelationshipofproject scope,

schedule,finance,risk,qualityandresources2 Beabletosupportthedeliveryofaproject 2.1 Fulfiltheirroleinaccordancewithaprojectplan

2.2 Collect project-related information in accord-ancewithprojectplans

2.3 Useappropriatetoolstoanalyseproject infor-mation

2.4 Report on information analysis in the agreedformatandtimescale

2.5 Drawissues,anomaliesandpotentialproblemstotheattentionofprojectmanagers

2.6 Adhere to organisational policies and proce-dures, legal and ethical requirements in sup-portingthedeliveryofaproject



Unit Title: DevelopandmaintainprofessionalnetworksUnit No: J/506/1949Level: 4GLH: 15Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesofeffectivenetworking.Uponcompletionofthisunit,learnerswillbeabletoidentifyprofessionalnetworksfordevelopmentandbeabletomaintainthese.Learning OutcomeThe learner will:


1 Understandtheprinciplesofeffectivenet-working

1.1 Describetheinterpersonalskillsneededforef-fectivenetworking

1.2 Explainthebasisonwhichtochoosenetworkstobedeveloped

1.3 Evaluatetheroleofsharedagendasandconflictmanagementinrelationship-building

1.4 Evaluatetheroleoftheinternetinbusinessnet-working

1.5 Assess the importance of following up leadsandactions

1.6 Analyseethicalissuesrelatingtonetworkingac-tivities

2 Be able to identify professional networksfordevelopment

2.1 Identify potential networks for professionaldevelopmentfromananalyseoftheirbenefitscomparedwithindividualneedsandaspirations

2.2 Shortlistnetworksfordevelopmentagainstde-finedcriteria

2.3 Assess the benefits and limitations of joiningandmaintainingselectednetwork(s)

3 Beabletomaintainprofessionalnetworks 3.1 Identify thepotentialmutualbenefitwithnet-workmembers

3.2 Promotetheirownskills,knowledgeandcom-petencetonetworkmembers

3.3 Provideinformation,servicesorsupporttonet-workmemberswherethepotentialformutualbenefithasbeenidentified

3.4 Establishthebenefitsofconfidentiality3.5 Agreeguidelines for theexchangeof informa-

tionandresources3.6 Takeactiontoensurethatparticipationinnet-

worksreflectscurrentanddefinedfutureaspi-rationsandneeds

3.7 Makeintroductionstopeoplewithcommonorcomplementaryinteresttoandwithinnetworks



Unit Title: DevelopandimplementanoperationalplanUnit No: Y/506/1955Level: 4GLH: 24Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesofopera-tionalplanning.Uponcompletionofthisunit,learnerswillbeabletodevelopandimplementanop-erationalplan.Learning OutcomeThe learner will:


1 Understand the principles of operationalplanning

1.1 Evaluatetheuseofriskanalysis techniques inoperationalplanning

1.2 Explainthecomponentsofanoperationalplan1.3 Analysetherelationshipbetweenstrategicand

operationalplans1.4 Evaluate the use of planning tools and tech-

niquesintheoperationalplanningprocess1.5 Explainhowtocarryoutacost-benefitanalysis

2 Beabletodevelopanoperationalplan 2.1 Identifyspecific,measurable,achievable,realis-ticandtime-bound(SMART)objectivesandkeyperformanceindicators(KPIs)

2.2 Identifyevaluationmechanismsappropriatetotheplan

2.3 Takeactiontoensurethatplansareconsistentwithorganisationalstrategy,objectives,values,policiesandprocedures

2.4 Develop proportionate and targeted plans tomanageidentifiedrisks

2.5 Take action to ensure that plans complementandmaximisesynergywithotherbusinessar-eas

2.6 Adhere to organisational policies and proce-dures,legalandethicalrequirements

3 Beabletoimplementanoperationalplan 3.1 Implement plans within agreed budgets andtimescales

3.2 Communicatetherequirementsoftheplanstothesewhowillbeaffected

3.3 Revise plans in the light of changing circum-stancesinaccordancewithstrategicobjectivesandidentifiedrisks

4 Beabletoevaluatetheeffectivenessofanoperationalplan

4.1 Conduct periodic reviewsof theprogress andeffectiveness of the plans, using informationfromarangeofsources

4.2 Reportontheeffectivenessofoperationalplansintheappropriateformat



Unit Title: ManagephysicalresourcesUnit No: K/506/1989Level: 4GLH: 26Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenidentifying,obtainingandmanagingphysicalresources.Learning OutcomeThe learner will:


1 Beabletoidentifytheneedforphysicalre-sources

1.1 Identify resource requirements from analysesoforganisationalneeds

1.2 Evaluatealternativeoptionsforobtainingphys-icalresources

1.3 Evaluate the impacton theorganisationof in-troducingphysicalresources

1.4 Identifytheoptimumoptionthatmeetsopera-tionalrequirementsforphysicalresources

2 Beabletoobtainphysicalresources 2.1 Developabusinesscaseforphysicalresourcesthat is supportedbyevidence, cost estimates,contingency arrangements and an analysis oflikelybenefits

2.2 Obtainauthorisationandfinancialcommitmentfortherequiredexpenditure

2.3 Negotiatebestvaluefromcontractsinaccord-ancewithorganisationalstandardsandproce-dures

2.4 Adhere to organisational policies and proce-dures,legalandethicalrequirementswhenob-tainingphysicalresources

2.5 Check that the physical resources receivedmatchthoseordered

3 Beabletomanagetheuseofphysicalre-sources

3.1 Take action to ensure physical resources areused in accordance with manufacturer’s in-structions

3.2 Evaluate the efficiency of physical resourcesagainstagreedcriteria

3.3 Recommendimprovementstotheuseofphysi-calresourcesandassociatedworkingpractices

3.4 Analyse thebenefitsofeffectiveequipment inthe conservation of energy and the environ-ment



Unit Title: PrepareforandsupportqualityauditsUnit No: K/506/1992Level: 4GLH: 17Credit: 3Unitdetails:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesthatunder-pinqualitymanagement.Uponcompletionofthisunit, learnerswillbeabletoprepareforqualityauditsandbeabletosupportqualityaudits.Learning OutcomeThe learner will:


1 Understand the principles underpinningthemanagementofquality

1.1 Analysetheprinciplesofqualitymanagement1.2 Analyse the purpose and requirements of a

rangeofqualitystandards1.3 Analyse the advantages and limitations of a

rangeofqualitytechniques1.4 Assesshowthemanagementofqualitycontrib-

utes to theachievementof organisational ob-jectives

2 Beabletoprepareforqualityaudits 2.1 Establishthequalityrequirementsapplicabletotheworkbeingaudited

2.2 Confirmthatdocumentationiscomplete2.3 Confirm that any previously agreed actions

havebeenimplemented2.4 Make available information requested in ad-

vancebyauditors3 Beabletosupportqualityaudits 3.1 Provideaccesstoinformationonrequestwithin

scopeoftheaudit3.2 Agreeactionsandtimescaleswithauditorsthat

willremedynon-conformancethatwillremedynon-conformanceornon-compliance

3.3 Identify instances where business processes,quality standardsand/orprocedures couldbeimproved

3.4 Develop a quality improvement plan that ad-dressestheissuesraised



Unit Title: ManageabudgetUnit No: A/506/1995Level: 4GLH: 26Credit: 4Unit details:Thisunit aims todevelop theknowledgeandskills required tounderstandhowfinancial require-mentscanbeidentified.Learnerswillbeabletounderstandhowtosetbudgets,manageandevalu-ateabudgets.Learning OutcomeThe learner will:


1 Understand how to identify financial re-quirements

1.1 Explainhowtocalculatetheestimatedcostsofactivities, resourcesandoverheadsneeded toachieveobjectives

1.2 Analysethecomponentsofabusinesscasetomeetorganisationalrequirements

1.3 Analysethefactorstobetakenintoaccounttosecurethesupportofstakeholders

1.4 Describethebusinessplanningandbudgetset-tingcycle

2 Understandhowtosetbudgets 2.1 Explainthepurposesofbudget-setting2.2 Analysetheinformationneededtoenablereal-

isticbudgetstobeset2.3 Explainhowtoaddresscontingencies2.4 Explainorganisationalpoliciesandprocedures

onbudget-setting3 Beabletomanageabudget 3.1 Usethebudgettocontrolperformanceandex-

penditure3.2 Identifythecauseofvariationsfrombudget3.3 Explaintheactionstobetakentoaddressvari-

ationsfrombudget3.4 Proposerealistic revisions tobudget, support-

ingrecommendationswithevidence3.5 Provide budget-related reports and informa-

tionwithinagreedtimescales3.6 Explaintheactionstobetakenintheeventof

suspectedinstancesoffraudormalpractice4 Beabletoevaluatetheuseofabudget 4.1 Identifysuccessesandareas for improvement

inbudgetmanagement4.2 Make recommendations to improve future

budgetsettingandmanagement



Unit Title: ManageaprojectUnit No: R/506/1999Level: 4GLH: 38Credit: 7Unit details:Thisunit aims todevelop theknowledgeandskills required tounderstand themanagementofaproject.Uponcompletionofthisunit,learnerswillbeabletoplan,manageandevaluateaproject.Learning OutcomeThe learner will:


1 Understandthemanagementofaproject 1.1 Explainhowtocarryoutacost-benefitanalysisforaproject

1.2 Evaluatetheuseofriskanalysistechniques1.3 Evaluate project planning and management

toolsandtechniques1.4 Evaluatetheimpactofchangestoprojectscope,

schedule,finance,risk,qualityandresources1.5 Analyse the requirements of project govern-

ancearrangements2 Beabletoplanaproject 2.1 Analyse how a project fits with an organisa-

tion’soverall vision,objectives,plansandpro-grammesofwork

2.2 Agree the objectives and scope of proposedprojectswithstakeholders

2.3 Assess the interdependencies and potentialriskswithinabudget

2.4 Develop a project plan with specific, meas-urable, achievable, realistic and time-bound(SMART)objectives,keyperformanceindicators(KPIs)andevaluationsmechanismsappropriatetotheplan

2.5 Develop proportionate and targeted plans tomanageidentifiedrisksandcontingencies

2.6 Apply product lifestyle approaches to theprogressofaproject



Unit Title: Manageaproject3 Beabletomanageaproject 3.1 Allocate resources in accordance with the

projectplan3.2 Briefprojectteammembersontheirrolesand

responsibilities3.3 Implement plans within agreed budgets and

timescales3.4 Communicatetherequirementsoftheplansto

thosewhowillbeaffected3.5 Revise plans in the light of changing circum-

stances in accordance with project objectivesandidentifiedrisks

3.6 Keep stakeholders up-to-date with develop-mentsandproblems

3.7 Completeclose-outactionsinaccordancewithprojectplans

3.8 Adhere to organisational policies and proce-dures, legal and ethical requirements whenmanagingaproject

4 Beable toevaluate theeffectivenessofaproject

4.1 Conduct periodic reviewsof theprogress andeffectiveness of a project using informationfromarangeofsources

4.2 Evaluate the effectiveness of capturing andmanagingproject-relatedknowledge

4.3 Reportontheeffectivenessofplans



Unit Title: ManagebusinessriskUnit No: L/506/2004Level: 4GLH: 27Credit: 6Unit details:Thisunitaims todevelop theknowledgeandskills requiredwhenunderstanding,addressingandmitigatingbusinessrisk.Learning OutcomeThe learner will:


1 Understand themanagementofbusinessrisk

1.1 Explainwhatismeantbybusinessrisk1.2 Analyse business risk identification theories

andmodels1.3 Explain measures and techniques to mitigate

businessrisk1.4 Explaintheirownlevelofauthorityinmanaging

risk2 Beabletoaddressbusinessrisk 2.1 Monitor work in line with organisational risk

procedures2.2 Identifypotentialrisksusingagreedriskcriteria2.3 Assess identified risks, their potential conse-

quencesandtheprobabilityofthemhappening2.4 Communicatetostakeholdersthelikelihoodof

theriskoccurringanditspotentialconsequenc-es

2.5 Explain organisational business risk manage-mentpolicies

3 Beabletomitigatebusinessrisk 3.1 Developriskmanagementplansandprocessesthatareproportionatetotheriskandtheavail-ableresources

3.2 Implement riskmanagement plans in accord-ancewithorganisationalrequirements

3.3 Monitor on-going risk-related developmentsand amend plans in the light of changing cir-cumstances

3.4 Keep stakeholders informed of any develop-mentsandtheirpossibleconsequences

3.5 Evaluate the effectiveness of actions taken,identifyingpossiblefutureimprovements



Unit Title:Recruitment,selectionandinductionpractice

Unit No: R/506/2909Level: 4GLH: 33Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenunderstandingthetheoriesunder-pinningrecruitment.Uponcompletionofthisunit,learnerswillbeabletorecruit,selectandinductpeopleintoanorganisation.Learning OutcomeThe learner will:


1 Understandtheprinciplesandtheoriesun-derpinning recruitment, selection and in-ductionpractice

1.1 Explainworkforceplanningtechniques1.2 Describetheinformationneededtoidentifyre-

cruitmentrequirements1.3 Assesstheimpactofanorganisation’sstructure

and culture on its recruitment and selectionpoliciesandpractices

1.4 Analysethefactorsinvolvedinestablishingre-cruitmentandselectioncriteria

1.5 Evaluatethesuitabilityofdifferentrecruitmentandselectionmethodsfordifferentroles

1.6 Analysepatternsofemploymentthataffecttherecruitmentofstaff

1.7 Explain the factors to be taken into accountwhen developing job specifications, personalspecificationsandjobadvertisements

1.8 Explaintheinductionprocess1.9 Explain the relationship between human re-

sourceprocessesandtheinductionprocesses2 Beabletorecruitpeopleintoanorganisa-

tion2.1 Determinecurrentstaffingneeds2.2 Identify current skills needs from identified

staffingneeds2.3 Identifyfutureworkforceneeds2.4 Developaresourcingplanthataddressesiden-

tifiedneedswithinbudgetarylimitations2.5 Evaluate the cost-effectiveness of different

methodsofrecruitmentforanidentifiedrole2.6 Explainhowrecruitmentpoliciesandpractices

meetlegalandethicalrequirements2.7 Selectthemostappropriatemethodofrecruit-

mentforidentifiedroles



Unit Title:Recruitment,selectionandinductionpractice

3 Be able to select appropriate people fortherole

3.1 Plan assessment processes that are valid andreliable

3.2 Providethoseinvolvedintheselectionprocesswith sufficient information to enable them tomakeinformeddecisions

3.3 Justifyassessmentdecisionswithevidence3.4 Informapplicantsof theoutcomeof theproc-

essinlinewithorganisationalprocedures3.5 Evaluatetheeffectivenessoftheselectionproc-

ess3.6 Adhere to organisational policies and proce-

dures,legalandethicalrequirementswhencar-ryingoutselectionassessments

4 Beabletoinductpeopleintoanorganisa-tion

4.1 Develop inductionmaterials thatmeet opera-tionalandnewstarters’needs

4.2 Explaintonewstartersorganisationalpolicies,proceduresandstructures

4.3 Explaintonewstarterstheirroleandresponsi-bilities

4.4 Explain tonewstarters theirentitlementsandwheretogoforhelp

4.5 Assessnewstarters’trainingneeds4.6 Confirmthattrainingisavailablethatmeetsop-

erationalandnewstarters’needs4.7 Providesupportthatmeetsnewstarters’needs

throughouttheinductionperiod



Unit Title: OrganiseanddelivercustomerserviceUnit No: L/506/2150Level: 3GLH: 27Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandhowtoorganiseandde-livercustomerservice.Learning OutcomeThe learner will:


1 Understand how to organise customerservicedelivery

1.1 Explain how different methods of promotingproducts and/or services impact on customerservicedelivery

1.2 Explainwhoshouldbeinvolvedintheorganisa-tionofcustomerservicedelivery

1.3 Explain the importance of differentiating be-tween customers’ wants, needs and expecta-tions

1.4 Explaindifferentwaysofsegmentingcustomergroups

1.5 Explainhowcustomersegmentationisusedinorganisingcustomerservicedelivery

1.6 Explainhowtoanalysethe‘customerjourney’2 Be able to plan the delivery of customer

service2.1 Identifycustomers’needsandexpectations2.2 Mapthe‘customerjourney’2.3 Confirm that systems and structures are in

place to enable the delivery of agreed stand-ardsofcustomerservice

2.4 Preparetheresourcesneededtodeliverprod-ucts and/or services to different types of cus-tomers

2.5 Plan how to deal with unexpected additionalworkloads

2.6 Allocatepriorities toaddresspointsof servicefailure

3 Beabletodelivercustomerservice 3.1 Takestepstoensurethattheneedsofcustom-ersarebalancedwithorganisationalobjectives

3.2 Agreerealisticandachievableactionswithcus-tomers

3,3 Identify areas for improvement in their owncustomerservicedelivery

3.4 Adapt their own customer service delivery tomeetcustomers’changingexpectations



Unit Title: Resolvecustomers’complaintsUnit No: R/506/2151Level: 3GLH: 22Credit: 4Unitdetails:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandthemonitoringandresolu-tionofcustomers’complaints.Learning OutcomeThe learner will:


1 Understandthemonitoringandresolutionofcustomers’complaints

1.1 Assess thesuitabilityofarangeofmonitoringtechniquesforcustomers’complaints

1.2 Explain how to identify those complaints thatshouldpromptareviewoftheserviceofferandservicedelivery

1.3 Explainnegotiatingtechniquesusedtoresolvecustomers’complaints

1.4 Explain conflictmanagement techniques usedindealingwithupsetcustomers

1.5 Explain organisational procedures for dealingwithcustomercomplaints

1.6 Explainwhentoescalatecustomers’complaints1.7 Explainthecostandregulatoryimplicationsof

admitting liability on the basis of a customercomplaint

1.8 Explaintheadvantagesandlimitationsofoffer-ingcompensationandorreplacementproductsand/orservices

2 Beabletodealwithcustomers’complaints 2.1 Confirmthenature, causeand implicationsofcustomers’complaints

2.2 Take personal responsibility for dealing withcomplaints

2.3 Communicateinawaythatrecognisescustom-ers’problemsandunderstandstheirpointsofview

2.4 Explaintheadvantagesandlimitationsofdiffer-entcomplaintresponseoptionstocustomers

2.5 Explaintheadvantagesandlimitationsofdiffer-entcomplaintresponseoptionsto theorgani-sation

2.6 Keepcustomersinformedofprogress2.7 Agree solutions with customers that address

thecomplaintandwhicharewithinthelimitsoftheirownauthority

2.8 Record the outcome of the handling of com-plaintsforfuturereference

2.9 Adhere to organisational policies and proce-dures, legal and ethical requirements whendealingwithcustomers’complaints



Unit Title: UsingemailUnit No: T/502/4301Level: 3GLH: 20Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtocomposeandsendemailmessages.Learning OutcomeThe learner will:


1 Useemailsoftwaretoolsandtechniquestocomposeandsendmessages

1.1 Selectandusesoftwaretoolstocomposeandformatemailmessages,includingattachments

1.2 Explainmethodstoimprovemessagetransmis-sion

1.3 Sendemailmessagestoindividualsandgroups1.4 Explainwhyandhowtostaysafeandrespect

otherswhenusingemail1.5 Useanaddressbooktomanagecontactinfor-

mation2 Manageuseofemailsoftwareeffectively 2.1 Developandcommunicateguidelinesandpro-

ceduresforusingemaileffectively2.2 Readandrespondappropriatelytoemailmes-

sagesandattachments2.3 Useemailsoftwaretoolsandtechniquestoau-

tomateresponses2.4 Explainwhy,howandwhentoarchivemessag-

es2.5 Organise,storeandarchiveemailmessagesef-

fectively2.6 Customiseemailsoftwaretomake iteasier to

use2.7 Explainhowtominimiseemailproblems2.8 Respondappropriatelytoemailproblems



Unit Title: WordprocessingsoftwareUnit No: Y/502/4629Level: 3GLH: 45Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenusingwordprocessingdocuments.Uponcompletionofthisunit,learnerswillbeabletocreateandmodifyappropriatelayouts,struc-turesandstylestoeffectivelymeetrequirements.Learning OutcomeThe learner will:


1 Enter and combine text and other infor-mationaccuratelywithinwordprocessingdocuments

1.1 Summarisewhattypesofinformationareneed-ed for thedocumentandhowtheyshouldbelinkedonintegrated

1.2 Use appropriate techniques to enter text andothertypesof informationaccuratelyandeffi-ciently

1.3 Create,useandmodifyappropriatetemplatesfordifferenttypesofdocuments

1.4 Explainhowtocombineandmergeinformationfromothersoftwareormultipledocuments

1.5 Combineandmergeinformationwithinadocu-mentfromarangeofsources

1.6 Store and retrieve document and associatedfileseffectively,inlinewithlocalguidelinesandconventionswhereavailable

1.7 Select and use tools and techniques to workwithmultipledocumentsorusers

1.8 Customiseinterfacetomeetneeds2 Create and modify appropriate layouts,

structuresandstyles forwordprocessingdocuments

2.1 Analyseandexplaintherequirementsforstruc-tureandstyle

2.2 Create, use and modify columns, tables andformstoorganiseinformation

2.3 Define and modify styles for document ele-ments

2.4 Selectandusetoolsandtechniquestoorganiseandstructurelongdocuments



Unit Title: Wordprocessingsoftware3 Use word processing software tools and

techniques to format and present docu-mentseffectivelytomeetrequirements

3.1 Explainhowtheinformationshouldbeformat-tedtoaidmeaning

3.2 Select and use appropriate techniques to for-matcharactersandparagraphs

3.3 Select and use appropriate page and sectionlayouts to present and print multi-page andmulti-sectiondocuments

3.4 Check documents meet needs, using IT toolsandmakingcorrectionsasnecessary

3.5 Evaluatethequalityofthedocumentsproducedtoensuretheyarefitforpurpose

3.6 Respondappropriatelytoanyqualityproblemswithdocumentstoensurethatoutcomesmeetneedsandarefitforpurpose



Unit Title: WebsitesoftwareUnit No: Y/502/4632Level: 3GLH: 40Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtocreatemultiplepagewebsites.Uponcompletionofthisunit,learnerswillbeabletocreatestructuresandstylestousethemtoproducewebsites,aswellaspublishingandtestingwebpages.Learning OutcomeThe learner will:


1 Createstructuresandstylesandusethemtoproducewebsites

1.1 Determinewhatwebsitecontentandlayoutwillbeneededforeachpageandforthesite

1.2 Planandcreatewebpagetemplatesto layoutcontent

1.3 Selectandusewebsitefeaturesandstructurestoenhancewebsitenavigationandfunctionality

1.4 Create, selectandusestyles toenhanceweb-siteconsistencyandreadability

1.5 Provideguidanceon laws,guidelinesandcon-straintsthataffectthecontentanduseofweb-sites

1.6 Explainwhataccessissuesmayneedtobetak-enintoaccount

1.7 Explainwhenandwhytousedifferentfiletypesforsavingcontent

1.8 Storeand retrievefileseffectively, in linewithlocal guidelines and conventions where avail-able

2 Selectandusewebsitesoftwaretoolsandfeaturestodevelopmultiplepagewebsiteswithmultimediaandinteractivefeatures

2.1 Preparecontentforwebpagessothatitisreadyforeditingandformatting

2.2 Organiseandcombineinformationneededforwebpagesinlinewithanycopyrightconstraints,includingacrossdifferentsoftware

2.3 Selectanduseappropriateeditingandformat-tingtechniquestoaidmeaning

2.4 Select and use appropriate programming anddevelopment techniques to add features andenhancewebsites

2.5 Selectandusefileformatsthatmakeinforma-tioneasiertodownload

2.6 Check web pages meet needs, using IT toolsandmakingcorrectionsasnecessary



Unit Title: Websitesoftware3 Publish and test multiple page websites

withmultimediaandinteractivefeatures3.1 Selectanduseappropriatetestingmethodsto

checkthatallelementsandfeaturesofcomplexwebsitesareworkingasplanned

3.2 Identifyanyqualityproblemswithwebsitesandexplainhowtorespondtothem

3.3 Selectanduseappropriateprogrammetoup-load and publish the website andmake surethatitwilldownloadefficiently

3.4 Respondappropriatelytoqualityproblemswithwebsitestoensureoutcomesarefitforpurpose



Unit Title: SpreadsheetsoftwareUnit No: J/502/4626Level: 3GLH: 46Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredeffectivelytouseaspreadsheet.Uponcompletionofthisunit,learnerswillbeabletoorganisenumericalandotherdata,useappropriateformulasandtechniquestopresentandpublishspreadsheetinformation.Learning OutcomeThe learner will:


1 Useaspreadsheettoenter,editandorgan-isenumericalandotherdata

1.1 Identifywhatnumericalandotherinformationisneededinthespreadsheetandhowitshouldbestructured

1.2 Enterandeditnumericalandotherdataaccu-rately

1.3 Combineandlinkdatafromdifferentsources1.4 Storeandretrievespreadsheetfileseffectively,

in line with local guidelines and conventionswhereavailable

2 Select and use appropriate formulas anddataanalysistoolsandtechniquestomeetrequirements

2.1 Explainwhatmethodscanbeusedtosumma-rise, analyse and interpret spreadsheet dataandwhentousethem

2.2 Select and use a wide range of appropriatefunctionsandformulastomeetcalculationre-quirements

2.3 Selectandusearangeoftoolsandtechniquestoanalyseandinterpretdatatomeetrequire-ments

2.4 Selectanduseforecastingtoolsandtechniques3 Use toolsand techniques topresent, and

format and publish spreadsheet informa-tion

3.1 Explainhowtopresentandformatspreadsheetinformationeffectivelytomeetneeds

3.2 Selectanduseappropriatetoolsandtechniquestoformatspreadsheetcells,rows,columnsandworksheetseffectively

3.3 Select and use appropriate tools and tech-niquestogenerate,developandformatchartsandgraphs

3.4 Select and use appropriate page layout topresent, print and publish spreadsheet infor-mation

3.5 Explainhowtofindandsortoutanyerrors informulas

3.6 Check spreadsheet information meets needs,usingITtoolsandmakingcorrectionsasneces-sary

3.7 Useauditingtoolsto identifyandrespondap-propriatelytoanyproblemswithspreadsheets



Unit Title: PresentationsoftwareUnit No: T/502/4623Level: 3GLH: 45Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoeffectivelyusepresentationsoftware.Uponcompletionofthis,learnerswillbeabletousepresentationsoftwaretoolstostructure,editandformatpresentationsaswellaspreparinginteractiveslideshows.Learning OutcomeThe learner will:


1 Inputandcombinetextandotherinforma-tionwithinpresentationslides

1.1 Explainwhattypesofinformationarerequiredforthepresentation

1.2 Entertextandotherinformationusinglayoutsappropriatetotypeofinformation

1.3 Insertchartsandtablesandlinktosourcedata1.4 Insert images, videoor sound to enhance the

presentation1.5 Identify any constraints which may affect the

presentation1.6 Organiseandcombineinformationforpresen-

tationsinlinewithanyconstraints1.7 Storeand retrievefileseffectively, in linewith

local guidelines and conventions where avail-able

2 Use presentation software tools to struc-ture,editandformatpresentations

2.1 Explainwhenandhowtouseandchangeslidestructureandthemestoenhancepresentations

2.2 Create,amendanduseappropriatetemplatesandthemesforslides

2.3 Explain how interactive and presentation ef-fectscanbeusedtoaidmeaningorimpact

2.4 Select anduse appropriate techniques to editandformatpresentationstomeetneeds

2.5 Createanduseinteractiveelementstoenhancepresentations

2.6 Select and use animation and transition tech-niquesappropriatelytoenhancepresentations



Unit Title: Presentationsoftware3 Prepareinteractiveslideshowforpresenta-

tion3.1 Explainhowtopresentslidestocommunicate

effectivelyfordifferentcontexts3.2 Prepare interactive slideshow and associated

productsforpresentation3.3 Checkpresentationmeetsneeds,usingITtools

andmakingcorrectionsasnecessary3.4 Evaluate presentations, identify any quality

problemsanddiscusshowtorespondtothem3.5 Respond appropriately to quality problems to

ensurethatpresentationsmeetneedsandarefitforpurpose



Unit Title: BespokesoftwareUnit No: J/502/4397Level: 3GLH: 30Credit: 4Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtoeffectivelyusebespokesoftware.Learning OutcomeThe learner will:


1 Input and combine informationusingbe-spokesoftware

1.1 Inputrelevantinformationaccuratelysothatitisreadyforprocessing

1.2 Select and use appropriate techniques to linkandcombineinformationwithintheapplicationandacrossdifferentsoftwareapplications

2 Createandmodifyappropriatestructuresto organise and retrieve information effi-ciently

2.1 Evaluatetheuseofsoftwarefunctionstostruc-ture,layoutandstyleinformation

2.2 Create,changeanduseappropriatestructuresand/or layouts to organise information effec-tively

2.3 Managedatafileseffectively, in linewith localand/orlegalguidelinesandconventionsforthestorageanduseofdatawhereavailable

3 Exploitthefunctionsofthesoftwareeffec-tivelytoprocessandpresentinformation

3.1 Selectanduseappropriatetoolsandtechniquestoedit,analyseandformatinformation

3.2 Checkinformationmeetsneeds,usingITtoolsandmakingcorrectionsasnecessary

3.3 Identify and respond appropriately to qualityproblems to ensure that outcomes are fit forpurposeandmeetneeds

3.4 Select and use presentation methods to aidclarityandmeaning



Unit Title: DatabasesoftwareUnit No: T/502/4556Level: 3GLH: 45Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredeffectivelycreateandusedatabasetablestorundataqueriesandproducereports.Learning OutcomeThe learner will:


1 Plan, create and modify relational data-basetablestomeetrequirements

1.1 Explainhowa relationaldatabasedesignena-blesdatatobeorganisedandqueried

1.2 Planand createmultiple tables fordataentrywithappropriatefieldsandproperties

1.3 Setupandmodifyrelationshipsbetweendata-basetables

1.4 Explainwhyandhowtomaintaindataintegrity1.5 Respondappropriatelytoproblemswithdata-

basetables1.6 Use database tools and techniques to ensure

dataintegrityismaintained2 Enter, edit and organise structured infor-

mationinadatabase2.1 Designandcreate formstoaccess,enter,edit

andorganisedatainadatabase2.2 Selectanduseappropriatetoolsandtechniques

toformatdataentryforms2.3 Check data entrymeets needs, using IT tools

andmakingcorrectionsasnecessary2.4 Respondappropriatelytodataentryerrors

3 Usedatabasesoftwaretoolstocreate,editandrundataqueriesandproducereports

3.1 Explainhowtoselect,generateandoutput in-formation from queries according to require-ments

3.2 Create and run database queries top display,amendorcalculateselecteddata

3.3 Planandproducedatabasereportsfromamul-tiple-tablerelationaldatabase

3.4 Selectanduseappropriatetoolsandtechniquestoformatdatabasereports

3.5 Check reportsmeet needs, using IT tools andmakingcorrectionsasnecessary



Unit Title: PrinciplesofleadershipandmanagementUnit No: F/506/2596Level: 3GLH: 50Credit: 8Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstandtheprinciplesofeffectivedecisionmaking,leadershipstyles,andperformancemeasurement.LearningOutcomeThelearnerwill:


1 Understandtheprinciplesofeffectivedeci-sionmaking

1.1 Explain the importance of defining the objec-tives,scopeandsuccesscriteriaofthedecisionstobetaken

1.2 Assesstheimportanceofanalysingthepoten-tialimpactofdecisionmaking

1.3 Explain the importance of obtaining sufficientvalid information to enable effective decisionmaking

1.4 Explain the importance of aligning decisionswithbusinessobjectives,valuesandpolicies

1.5 Explainhowtovalidateinformationusedinthedecisionmakingprocess

1.6 Explainhowtoaddressissuesthathampertheachievementoftargetsandqualitystandards

2 Understandleadershipstylesandmodels 2.1 Explainthedifferenceintheinfluenceofman-agersandleadersontheirteams

2.2 Evaluatethesuitabilityandimpactofdifferentleadershipstylesindifferentcontexts

2.3 Analysetheoriesandmodelsofmotivationandtheirapplicationintheworkplace

3 Understand the role, functions and proc-essesofmanagement

3.1 Analyse a manager’s responsibilities for plan-ning,coordinatingandcontrollingwork

3.2 Explainhowmanagersensurethatteamobjec-tivesaremet

3.3 Explainhowamanager’srolecontributestotheachievement of an organisation’s vision, mis-sionandobjectives

3.4 Analysetheoriesandmodelsofmanagement3.5 Explain how the application of management

theoriesguideamanager’sactions3.6 Explaintheoperationalconstraintsimposedby

budgets



Unit Title: Principlesofleadershipandmanagement4 Understandperformancemeasurement 4.1 Explain therelationshipbetweenbusinessob-

jectivesandperformancemeasures4.2 Explainthefeaturesofaperformancemeasure-

mentsystem4.3 Explainhowtosetkeyperformanceindicators

(KPIs)4.4 Explain the tools,processesand timetable for

monitoringandreportingonbusinessperform-ance

4.5 Explain theuseofmanagementaccountsandmanagement informationsystemsinperform-ancemanagement

4.6 Explainthedistinctionbetweenoutcomesandoutputs



Unit Title: PrinciplesofmarketresearchUnit No: K/502/9933Level: 3GLH: 40Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenunderstandingthebasisonwhichmarketresearchiscommissioned,howtodesignmarketresearchprojectstheandprinciplesofmar-ketingdatacollectionandmarketingdatainterpretationandevaluation.LearningOutcomeThelearnerwill:


1 Understandthebasisonwhichmarketre-searchiscommissioned

1.1 Describe how to identify the need formarketresearch and the sources of evidence to sup-portthis

1.2 Describethebasisforscopingtheresearchandidentifyinglinkages,interdependenciesandthepossibleimpactofoneelementonothers

1.3 Explainhow to set researchparameters, aimsandevaluationcriteria

1.4 Explainthe importanceof involvingstakehold-ers in the definition of research to be carriedout

1.5 Explain how to evaluate different options forconductingtheresearch

2 Understandhowtodesignmarketresearchprojects

2.1 Explainhow to set researchobjectives, times-cales, budget and resource requirements andsuccesscriteria

2.2 Explain how to specify the characteristics andsizeofthesampletoberesearchedinaccord-ancewiththeresearchaimsandobjectives

2.3 Describe the factors to be taken into accountwhen selecting research instruments that arefitforpurpose

2.4 Explainhow toensure thesuitabilityofmeth-odschosentoconductresearch

2.5 Explainthestrengthsandlimitationsofquanti-tativeandqualitativeresearch

2.6 Explainhowrisks inherent inmarket researchmaybeaddressed

2.7 Explainhow toensure that researchdata col-lectedisvalidandreliable

2.8 Describetheusesoftheresearchoutputs2.9 Explainhowtoobtainapprovaltotheproposed

research



Unit Title: Principlesofmarketresearch3 Understand the principles of marketing

datacollection3.1 Explain the difference between primary and

secondary research andhow this affects datacollectionmethodsandinterpretation

3.2 Describe the importanceofusing research in-strumentscorrectly

3.3 Explain the roleofdatacollection inamarketresearchproject

3.4 Explainhowtoaddressproblemsarisingindatacollection (e.g. insufficiency of representativesample,unreliableorinvaliddata)

3.5 Explaintheimportanceofaccuratedatacollec-tionandrecording

3.6 Explainmarketingdatastorage,securityandac-cessrequirements

4 Understand the principles of marketingdatainterpretationandevaluation

4.1 Explain the volumeof data needed to ensurestatisticalconfidence

4.2 Explain how to evaluate the quality, reliabilityandvalidityofmarketresearchdata

4.3 Describetheuse(s)ofmarketresearch4.4 Explain the application, strengths and weak-

nessesofdifferentdataanalysismethods4.5 Explain the use of statistical tools to identify

trends, causes and correlations in marketingdata

4.6 Explainthestrengthsandweaknessesofdiffer-entdataevaluationmethods

4.7 Explainthebasisonwhichtoreachconclusionsastotheusefulnessoftheresearch



Unit Title: PrinciplesofmarketingandevaluationUnit No: T/502/9935Level: 3GLH: 50Credit: 7Unit details:Thisunitaims todevelop theknowledgeandskills requiredwhenunderstanding theprinciplesofmarketsegmentation,howtoassessmarketopportunitiesfornewproductsand/orservices,theprin-ciplesofmarketingstrategydevelopmentandhowtoevaluatetheeffectivenessofamarketingstrat-egy.Learning OutcomeThe learner will:


1 Understandtheprinciplesofmarketseg-mentation

1.1 Explaintheimportanceofdefiningmarketseg-mentstothedevelopmentandachievementofthemarketingstrategy

1.2 Explain the difference between market seg-mentsandcustomerclassification

1.3 Explain how the characteristics, motivationsand behaviours of potential target customersareidentified

1.4 Explain how to cluster customerswith similarcharacteristics

1.5 Describe how to confirm that proposed seg-mentsarereal,distinctive,viableandtheirbuy-ingpowermeasurable

1.6 Explain how to evaluate the profitability andstabilityofmarketsegments

1.7 Describehowarangeofproductsmayappealtodifferentmarketsegments

1.8 Explainthemotivatorsandinhibitorsthatinflu-encecustomerbehaviour

1.9 ExplaintheuseofCustomerRelationshipMan-agement

2 Understandhowtoassessmarketoppor-tunitiesfornewproductsand/orservices

2.1 Describe the economic and buyer behaviourfactors tobe taken intoaccountwhenassess-ingnewmarketopportunities

2.2 Describetheculturalfactorsthatarelikelytoaf-fectcustomers’perceptionofproductsand/orservicesandsalesperformance

2.3 Explain how to identify opportunities andthreatsinnewmarketsandfornewproductsinexistingmarkets

2.4 Explainhowcompetitorandpotentialcompeti-toractivitymayaffectprojectedsalesperform-ance



Unit Title: Principlesofmarketingandevaluation3 Understand the principles of marketing

strategydevelopment3.1 Describe the topics tobeaddressed inamar-

ketingstrategy3.2 Explain the use ofmarket analyses to inform

thedevelopmentofamarketingstrategy3.3 Explain how to evaluate risks to the achieve-

mentofobjectives3.4 Describehowtoforecastsalesbyproductand/

orservice3.5 Explain how to present a marketing strategy

includingaims,objectives,actions,accountabili-ties,resources,budgetsandforecasts

3.6 Explaintheimportanceofengagingstakehold-ersinthedevelopmentofamarketingstrategy

3.7 Explain the significanceof customer loyalty tothe achievement of marketing objectives andstrategy

3.8 Explainhowtosetperformanceindicatorsandevaluation arrangements that are capable ofmeasuringreturnsoninvestment

4 Understand how to evaluate the effec-tivenessofamarketingstrategy

4.1 Explaintheimportanceofconductingtheevalu-ationinaccordancewiththespecification

4.2 Describethefactorstobetakenintoaccountintheevaluationoftheeffectivenessofamarket-ingstrategy

4.3 Explainthestrengthsandweaknessesofdiffer-entevaluationmethods

4.4 Describe how to identify trends and themesfromevaluationdata

4.5 Explainhowtoensurethatreliabilityandvalid-ityofdataevaluationdata

4.6 Explain how to achieve an acceptable level ofstatisticalconfidence

4.7 Explainhowtoaddresscritical issuesrevealedbyevaluation

4.8 Explaintheimportanceofjustifyingrecommen-dationsandconclusionswithevidence

4.9 Explaintheuseofimpactanalysisintheevalu-ationprocess

4.10 Explain the importance of marketing to theachievementofbusinessobjectivesandstrate-gies

4.11 Describethelinksbetweencorporatesocialre-sponsibilityandmarketingstrategies



UnitTitle: PrinciplesofdigitalmarketingandresearchUnitNo: F/502/9937Level: 3GLH: 50Credit: 7Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenunderstandingtheroleandrequire-mentsofdigitalmarketing,theprinciplesofsearchengineoptimisation(SEO),theprinciplesofmar-ketingresearchusingtheinternet,theprinciplesofdigitalmarketingdeviceandmessagedesignandhowtousedigitaltechnologyformarketingpurposes.LearningOutcomeThelearnerwill:


1 Understand the roleand requirementsofdigitalmarketing

1.1 Explaintheroleofdigitalmarketingwithintheoverallmarketingstrategy

1.2 Explainthestrengthsandweaknessesofdigitalmarketingfordifferentmarketingapplications

1.3 Explaintheimportanceofdigitalmarketing1.4 Describethesourcesofdatalistsforuseintar-

getingcustomersandpotentialcustomers1.5 Explainthelegalrequirementsandimplications

ofdigitalmarketing1.6 Describethedesignrequirementsofdatacap-

tureandreportingsystemsfordigitalmarketing1.7 Explaintheimportanceofevaluatingtheimpact

ofdigitalmarketingactivities2 UnderstandtheprinciplesofSearchEngine

Optimisation(SEO)2.1 Explain the importanceof searchengineopti-

misation2.2 Describehowtocalculatethecost-efficiencyof

SEO2.3 Explain the use of Meta Tags, website codes

andkeywords2.4 ExplaintheuseofoffsiteSEOinoptimisingmar-

ketingeffectiveness2.5 Explain the design principles of response sys-

tems2.6 Explain the advantages and disadvantages of

linkstootherwebsites3 Understandtheprinciplesofmarketingre-

searchusingtheinternet3.1 Explainthescopeforcustomisingsearch-relat-

edinternetfacilitiestoenabletheidentificationandretrievaloftargetedinformation

3.2 Explain the advantages and disadvantages ofdifferentdataminingtechniques

3.3 Explainhowtousemultiple-tablerelationalda-tabases

3.4 Explainhowtoensurethevalidityandreliabilityofinformationretrievedfromtheinternet



UnitTitle: Principlesofdigitalmarketingandresearch4 Understand the principles of digital mar-

ketingdeviceandmessagedesign4.1 Explain the potential uses of Customer Rela-

tionshipManagement(CRM)system4.2 ExplainthedesignrequirementsofaCRMsys-

tem4.3 Describethecharacteristicsofaneffectivedig-

italmarketingdevice4.4 Describethecharacteristicsofaneffectivedig-

italresponsesystem4.5 Explaintherequirements,advantagesanddis-

advantagesofdifferenttrackingsystems5 Understandhowtousedigitaltechnology

formarketingpurposes5.1 Explain the implications for the use of digital

technologyofcampaignsthatareaimedatre-tention,acquisitionandconversion

5.2 Explainmethodsofmanagingdigitaldatabasesincludingpermissionmarketingand theappli-cationofsuppressions/opt-outs

5.3 Explain the advantages and disadvantages ofdifferentdigital technologiesandcombinationoftechnologiesforarangeofmarketingappli-cations



Unit Title: PrinciplesofmarketingstakeholderrelationshipsUnit No: F/502/9937Level: 3GLH: 16Credit: 3Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredunderstandingmarketingstakeholderrelationships,howtobuildandmanagemarketingstakeholderrelationshipsandhowtomonitorandcontrolmarketingstakeholderrelationships.Learning OutcomeThe learner will:


1 Understand marketing stakeholder rela-tionships

1.1 Explainthebasisonwhichtheneedformarket-ingstakeholderrelationshipsareidentifiedandprioritised

1.2 Explaintheuseofstakeholdermapping inde-velopingwaysofbuildingrelationships

1.3 Describe the nature of interest of differentstakeholdergroupsandhowthisaffectsthena-tureofrelationshipsandcommunications

1.4 Explain thesignificanceofstakeholders to theachievementoftheoverallmarketingstrategy

1.5 Describe the features of themarket in whichstakeholdersoperate

1.6 Describe how to establish stakeholders’ atti-tudestoanorganisation

1.7 Describe actual and potential synergies andconflictsbetweenclientsandother stakehold-ers

2 Understandhowtobuildandmanagemar-ketingstakeholderrelationships

2.1 Explainhowtoidentifycommongoalsandpo-tential synergy between stakeholders and anorganisation

2.2 Explaintheimportanceofengagingstakehold-ersinmarketingactivities

2.3 Explainthebasisuponwhichstakeholdercom-municationsplansaredeveloped

2.4 Explaintherequirementsofacompetitorman-agementstrategy

2.5 Explain the importance of agreeing commonobjectiveswithclients

2.6 Describethescopeofgeneralistandspecialistpersonnel that canbedeployed in supportofbuildinglongtermrelationshipswithclients



Unit Title: Principlesofmarketingstakeholderrelationships3 Understand how to monitor and control

marketingstakeholderrelationships3.1 Explain theuseofkeyperformance indicators

andsuccesscriteriainmonitoringtheeffective-nessofstakeholderrelationships

3.2 Describe methods of monitoring the ongoingeffectivenessofstakeholderrelationships

3.3 Explaintheimportanceofeffectivestakeholdercommunicationsandfeedbacksystem

3.4 Explain how changes in the market environ-mentinwhichstakeholdersoperatemayhaveanimpactonrelationships

3.5 Explain how to develop strategies and plansthat address changing stakeholder attitudesandneeds

3.6 Explainhowtodevelopreportingsystemsthatmeetagreedsuccesscriteria

3.7 Explainthe importanceofreviewingtheeffec-tiveness of collaborative arrangements withstakeholders



Unit Title: UnderstandthecustomerserviceenvironmentUnit No: Y/506/2152Level: 3GLH: 20Credit: 5Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredwhenunderstandingconceptsandprac-ticesunderpinningcustomerservice.Learning OutcomeThe learner will:


1 Understandtheconceptsandpracticesun-derpinningcustomerservicedelivery

1.1 Explainthevalueofcustomerserviceasacom-petitivetool

1.2 Explain the process ofmapping the customerjourneyand its importance indeliveringeffec-tivecustomerservice

1.3 Describe techniques used to identify servicefailures

1.4 Explaintheconceptandimportanceoftheserv-iceprofitchain

1.5 Describemethodsofmeasuringorganisationaleffectivenessinthedeliveryofcustomerservice

2 Understandtherelationshipbetweencus-tomerserviceandabrand

2.1 Explaintheimportanceofabrandtocustomersandtoanorganisation

2.2 Explainhowbrandingcaninfluencecustomers’perceptionsofanorganisationanditsproductsand/orservices

2.3 Explainthepotential impactofgoodandpoorcustomerserviceonabrand

3 Understand the structure of customerservice

3.1 Explainthefeaturesofdifferentcustomerserv-icemodelsandcustomerservicestandards

3.2 Explain the relationship between customerservice and operational areas of an organisa-tion

3.3 Explain the relationship between customerserviceandcontinuousimprovementprocesses

3.4 Explainthecostsandbenefitsofcustomerserv-icetoanorganisation

3.5 Explainthe impactoforganisationalvaluesonhowcustomerscreatetheirexpectations

3.6 Explain how organisational values impact onmeetingcustomerexpectations

4 Understand the implicationsof legislationoncustomerservicedelivery

4.1 Explain the implications of consumer-relatedlegislationoncustomerservicedelivery

4.2 Explain the implications of confidentiality anddata protection legislation for the collection,storageanduseofcustomerinformation



Unit Title: UnderstandthelegalcontextofbusinessUnit No: D/506/1939Level: 3GLH: 44Credit: 6Unit details:Thisunitaimstodevelopknowledgeandunderstandingregardingthelegalcontextofbusiness.Uponcompletionofthisunit,learnerswillhavedevelopedanunderstandingofthelegalframeworkwithinwhichbusinessesoperate.Learnerswillalsohaveanawarenessofthekeyprinciplesofbusinessgov-ernance,theimpactofcontractlawonbusinessandtherequirementsofemploymentlaw.Learning OutcomeThe learner will:


1 Understand the legal framework withinwhichbusinessesoperate

1.1 Explain the legal requirements of differenttypesofbusinesses

1.2 Describe therolesandpowersofgovernmentdepartments and agencies in regulating busi-ness

1.3 Explainthelegalprovisionsrelatingtointellec-tualproperty

2 Understandtheprinciplesofbusinessgov-ernance

2.1 Explain the corporate governance statutoryframeworkofabusiness

2.2 Explaintherolesandresponsibilitiesofanor-ganisation’sgoverningbody

2.3 Explainthefinancialreportingrequirementsofanorganisation

3 Understand how contract law affects abusiness

3.1 Explain the elements of a valid business con-tract

3.2 Analysedifferenttypesofcontracts3.3 Explainthedifferencebetweennegligenceand

liability3.4 Explaintheliabilitiesandentitlementsofsellers

andpurchasersofgoodsandservices



Unit Title: Understandthelegalcontextofbusiness4 Understand the requirements of employ-

mentlaw4.1 Describethesources,institutionsandenforce-

mentsystemsforindividualemploymentrights4.2 Describe the features of worker and employ-

mentcontractsforservice4.3 Explaintheimplicationsofcontractsofservice

andcontractsforservice4.4 Explain the implications of different types of

employmentstatus4.5 Explain the requirements for an organisation

forhealthandsafety4.6 Explain the requirements for an organisation

forequalityanddiversity4.7 Explainthe implicationsforanorganisationof

wrongfuldismissal,unfairdismissalandredun-dancy

4.8 Describetheimpactofhumanrightslegislationontheemploymentrelationship



Unit Title: PrinciplesofsocialmediawithinabusinessUnit No: R/503/9324Level: 3GLH: 42Credit: 6Unit details:Thisunitaimstodeveloptheknowledgeandskillsrequiredtounderstand,selectandmeasurethesuccessofusingsocialmedia.Learning OutcomeThe learner will:


1 UnderstandhowSocialMediafitsintotheobjectivesandmarketingofabusiness

1.1 Describeabusinessanditstype,vision,aims,objectivesandgoals

1.2 Identifythebrandandvaluesofabusinessandhowtheseareportrayedtotheaudienceofabusiness

1.3 Describethemarketingtoolsavailabletoabusiness

1.4 ExplaintheconsequencesofusingSocialMediaonthebudgetofdifferentsizesandtypesofbusiness

1.5 Explainthebenefitsandconsequencesofencouragingamplification

1.6 Explainthebenefitsandconsequencesofencouragingengagement

1.7 ExplainthefactorstoconsiderwhenidentifyingaSocialMediaplanforabusiness

1.8 ExplainhowSocialMediacouldfitintothemarketingplanofabusiness

2 UnderstandhowtoselectSocialMediatoolsandchannelsforabusiness

2.1 DescribethedifferenttoolsandchannelsthatcanbeusedforSocialMedia

2.2 DescribethefeaturesandbenefitsofthedifferenttoolsandchannelsthatcanbeusedforSocialMedia

2.3 IdentifythepotentialtypeofaudienceforeachdifferenttoolandchannelthatcanbeusedforSocialMedia

2.4 ExplainthefactorstoconsiderwhenselectingdifferenttoolsandchannelsforSocialMedia

2.5 EvaluatedifferenttoolsandchannelsforSocialMediaforbusinessuse



Unit Title: Principlesofsocialmediawithinabusiness3 Understandhowtomeasurethesuccess

ofusingsocialmediatoolsandchannels3.1 Explaintheimportanceofmeasuringthe

outcomesofusingdifferentSocialMediatollsandchannels

3.2 ExplainwhySMARTERtargetsshouldbesetfordifferentSocialMediatoolsandchannels

3.3 DescribethemethodsabusinesscanusetomeasureandidentifysuccessofdifferentSocialMediatoolsandchannels

3.4 DescribewhatsuccesscouldlooklikewhenusingdifferentSocialMediatoolsandchannelsfordifferenttypesandsizesofbusiness

4 Understandhowsocialmediapolicyandguidelinescanimpactabusiness

4.1 Describethecomponentsofabusiness’ssocialmediapolicyandguidelines

4.2 Explaintheimportanceofhavingasocialmediapolicyandguidelines

4.3 Explaintheimportanceofhavingasocialmediapolicyandguidelines

4.4 Explaintheimportanceofhavingareputationmanagementpolicy

4.5 Describehowtomanageperceptionchangesinabusiness’sreputation

5 BeabletomonitorhowabusinessisusingSocialMedia

5.1 ExplaintheimportanceofknowinghowsimilarbusinessorindustriesareusingSocialMedia

5.2 ExplainhowtomonitorthewayssimilarbusinessesorindustriesareusingSocialMedia

5.3 MonitorhowabusinessisusingSocialMedia5.4 Identifyimprovementstoabusiness’suseof

SocialMedia



Appendix B: Assessment Strategy

Guidance for Tutors, Assessors and IQA’s

AllTutors,AssessorsandIQA’sshould:

Possess a discipline specific qualification equiva-lenttotheFocusAwardsLevel3DiplomainBusi-nessAdministrationand;

• DemonstrateactiveinvolvementinaprocessofindustryrelevantContinuedProfessionalDevelop-mentduringthelasttwoyears.

Requirements of Tutors:

Tutorsshouldhold,orbeworkingtowardsateach-ingqualification.Thefollowingareacceptable:

• PreparingtoTeachintheLifelongLearningSector(PTLLS);• CertificatetoTeachintheLifelongLearningSec-tor(CTLLS);• DiplomatoTeachintheLifelongLearningSector(DTLLS);• Level3AwardinEducationandTraining;• Level4CertificateinEducationandTraining;• Level5DiplomainEducationandTraining.

FocusAwardswillconsiderotherteachingqualifi-cationsuponsubmission.

Tutorsmustalsobeabletoshowthefollowing:

• Relevanttechnical/occupationalcompetencyinthedisciplines/unitstheywishtoteach.

Requirements of Assessors:

Assessorsshouldholdorbeworkingtowardsthefollowing:

• D32/D33;• A1qualification;• Level 3 Award in Assessing Vocational Achieve-ment;• Level 3 Award in AssessingCompetence in theWorkEnvironment;• Level 3 Certificate inAssessing Vocationally Re-latedAchievement;

Assessorsmustalsobeabletoshowthefollowing:

• Relevanttechnical/occupationalcompetencyinthedisciplines/unitstheywishtoteach.

Please note that trainee assessors will requiretheirdecisions tobecountersignedbyasuitablyqualifiedassessor.

Requirements of Internal Quality Assurers (IQA):

IQA’s shouldholdorbeworking towardsoneofthefollowing:

• D34;• V1qualification;• Level4AwardintheInternalQualityAssuranceofAssessment.

Skills CFA Assessment Guidance

Unitsmaybeachievedthroughtheacquisitionofevidenceby the learner and submission to theirassessor.Anumberofdifferentsourcesandformsmaybeused,including:

• Naturalisticobservationofworkplaceactivities;• Productssuchasreports,letters,emails,memos,printoutsetc;• Assessment centres are able to use ‘paperlessportfolios’(discussionwiththeAOisrecommended);• Expertwitness;• Witnesstestimony;• Candidatereports(feedback)forexampleaworkdiarymaybeused;• Reflectiveaccounts;• Recognitionofpriorlearning(RPL);• Professionaldiscussion;• Verbal/writtenquestions;• Projects;• Assignments;• Casestudies;• Audio/videorecordings;• Simulation/roleplay.

Further assessment guidance on which methodshavebeensuggestedforeachunitcanbefoundontheSkillsCFAwebsiteorbyclickingonthelinkbelow.

http://www.skillscfa.org/images/pdfs/Assess-ment%20Strategy/Business%20and%20Admin-istration/2010/Business%20and%20Administra-tion%20-%20Assessment%20Guidance.pdf

Focus Awards, Silicon House, Farfi eld Park, Manvers, Rotherham, S63 5DB


Appendix C: Assessment Best Practice

The assessment process

Theassessmentprocessisasystematicprocedurewhichshouldbefollowedtogivelearnersaposi-tiveexperience.Thiscanbeachievedbyfollowingtheassessmentcycle.Thecyclewillcontinueuntilallaspectsofthequalificationhavebeenachievedbyyourlearner(s).

Throughout the cycle, standardisation of assess-ment practice between assessors should takeplace;thiswillensureconsistencyandfairnessofdecisionsand thatall assessors interpret the re-quirementsinthesameway.InternalQualityAs-surancewillalsotakeplacethroughoutthecycleaspartofyourCentre’sinternalqualityassurancearrangements.

The assessment cycle

Initial assessment

The assessor must ascertain if the learner hasanypreviousknowledgeand/orexperienceofthesubject/topic/unit to be assessed. This informa-tion can be obtained through application forms,interviewsorprofessionaldiscussions.Theresults

of the initial assessmentwill give youvital infor-mationregardingyourlearnerswhichyoumaybeabletousewithintheassessmentprocessforex-ample claiming exemptions, equivalences, credittransferorRecognitionofPriorLearning(RPL).Itwillalsogiveyouvitalinformationifyourlearnerrequiresfurthertrainingoranyadditionalsupporttheymayneed.Thisprocessmightnotalwaysbecarriedoutby the assessor, but the informationobtained must be passed onto the assessor inorderforthemtoeffectivelymoveontothenextstageoftheassessmentcycleandplanthelearnerassessment. Initial assessment is known as as-sessmentforlearning,asithelpspreparelearnersforassessmentandidentifiestheirpotential.

Assessment planning

Assessment planning should be short and me-dium/long term, toallow forboth formativeandsummativeassessmenttotakeplace.Inclusionofyour learner(s) in the planning processwill helpidentifywhattheyhavelearnt,howandwhentheywillbeassessedandwillallowforcommunicationtotakeplacetoclarifyanypointsorconcerns.

Assessment activity

The assessor must use relevant methods, ap-proachesandactivities forexampleobservation,questioning, assignments or gathering appropri-ateevidenceofcompetence.Assessmentcanbeformative(usuallyongoingandtocheckprogress)and summative (usually at the end, that fullyachieves the assessment criteria and fully con-cludestheassessmentcycle).

Assessment decision and feedback

Theassessormakesajudgementofsuccessoroth-erwise,givingconstructivefeedbackandagreeingfurtheractionthatmaybenecessary.Recordsofwhatwasassessedandthedecisionsmadeshouldalwaysbemaintained.

Review of progress

The assessor reviews the progress and achieve-mentwiththelearner,discussinganyotherissuesthatmayberelevant to the learningandassess-



mentprocess.Withinthissession,theassessorwillnaturallystarttheassessmentcycleagain,byiden-tifyingwhatisthenextstageintheassessmentofthequalification,howthelearnerwillachievethisandthenplanningtheassessment.

Recordsshouldbemaintainedthroughoutallas-pectsoftheassessmentcycleandinternalqualityassuranceactivitiesshouldtakeplaceonanongo-ingbasis.

Exemptions, equivalences, credit transfer and RPL

With the introductionof theQCF itnowenableslearners to avoidduplicationof learning andas-sessmentthroughequivalencesorexemptionsasfollows:

• ForachievementswithintheQCFitispossibletotransfercredit(equivalence)• Individuals with certificated achievements out-sidetheQCFcanclaimexemptionfromtherequire-menttoachievecreditsfordesignatedunits• Ifalearnerhaspreviouslyachievedthesameunitthroughanotherawardingorganisation,thiswillbeclassedasacredittransfer.• Inallthesecasesasthelearnerhasalreadyhadtheir achievement recognised, and will have re-ceivedacertificatetoconfirmthis,theirachievementtowardsthisspecificqualificationMUSTbeshownasanexemption,equivalenceorcredittransferandMUSTNOTbeallocatedanycreditachievement.

Recognition of Prior Learning (RPL) isamethodofassessment that considerswhethera learner candemonstrate that they canmeet the assessmentrequirements for a unit through knowledge, un-derstandingorskills theyalreadypossessanddonotneedtodevelopthroughacourseoflearning.Thereforethelearneriseitherawardedtheunitorcan progress straight to assessment without theneedfordelivery.Thiswillshowasaunitachieve-ment on the certificate. For any learnerwho haspreviouslyachievedunitsthathavebeenapprovedasExemptions,Equivalences,andCreditTransferorwillbeachievedthroughRPLitisyourresponsibilitytoinformFocusAwardsatregistration,throughtheuseoftheregistrationexcelspreadsheet.

Theclaimmustfirstofallbemade toyourCen-treanditisyourresponsibilitytomaketheinitialconsideration–ifyouareinanydoubtyoushould

request advice/clarification from Focus Awards.Upon authorising the request, youmust ensurethat appropriate evidence anddocumentation isreviewed,maintainedandmadeavailabletoFocusAwardsstaffasrequired.

Guided Learning Hours (GLH)

Theguided learninghoursfigure gives themini-mumamountoftimerequiredto‘deliver’thepro-gramme,andincludesalltimeswhenamemberofstaff ispresenttogivespecificguidancetowardslearning aims/outcomes, as well as other struc-turedlearningtimesuchasdirectedassignments,supportedindividualstudyorpracticeandassess-ment. Itdoesnot include timespenton learner-initiatedwork;ortimespentbytutorsmarkingas-signmentswherethelearnerisnotpresent.

Assessment

AssessmentpracticesmustreflecttheEqualityandDiversity Policy of FocusAwards and reasonableadjustmentsmayberequiredforindividuallearn-erstoenablethemtoundertakeassessmentsfair-ly.Pleaseseeourguidanceandtheproceduresforapplyingreasonableadjustments.Assessmentmustmeetfullyalllearningoutcomesandassessmentcriteriaasdescribedinthequalifi-cationspecification/assessmentstrategy;althoughthemethodofassessmentmaysometimesbead-justed to cater for learners requiring alternativeassessment methods. The qualification assess-ment strategyprovidesdetailedassessmentandevidencerequirements.

Consistency of assessment decisions

The consistency of assessment decisions, acrosslearners,sitesandassessors,isofprimaryimpor-tanceinassuringthequalityofassessmentwithinaCentre.FocusAwardsensuresthatthefollowingmechanismsareinplacetoassistthis:

• Assessorsarequalifiedorworkingtowardscur-rentassessorstandards;• Level 3 Award in Assessing Vocational Achieve-mentorLevel3AwardinAssessingCompetenceintheWorkEnvironment.Note:D32.33andA1isalsoacceptable;• Assessors have relevant subject competency intheunitstheywishtoassess;



• Assessors are observed assessing by qualifiedIQA’satleastonceperyear;• StandardisationexercisesarecarriedoutwiththeCentre;• FocusAwardsissue‘AssessmentGuidance’docu-mentationforeachqualification;• CentretrainingdaysrunbyFocusAwardsincludeassessmentbestpractice;• ExternalqualityassuranceiscarriedoutatleasttwiceperyearineachCentrebytrainedandquali-fiedEQA’s.

Judging authenticity

• Assessors must ensure that the evidence pro-videdbylearnersisvalid,current,sufficient,reliableandauthentic;• Trainers/assessors should ensure that learnerssignadeclaration that theirwork is authentic i.e.their‘ownunaidedwork’;• Youmust implement aRecordofAchievementdocumenttorecordhowthelearningoutcomesandassessment criteriahasbeensufficiently covered.By ‘signingoff’ learners evidenceusing this docu-menttheassessorsand IQA’sareconfirmingthattheassessmentevidencesubmittedbythelearnerisauthenticandtheirownunaidedworkand it issufficienttomeetthestatedlearningoutcomesandassessmentcriteria;• Wherethereissuspicionthattheworkmaynotbeauthentic,theassessorshouldcarryoutcheckstoascertainitsauthenticity.Forexample,oralques-tioning tocheck the learner’sknowledgematchestheevidenceprovided;• Evidence which is deemed to be inauthenticshouldnotbeaccepted.

Guidance on re-submission of learner assessment

• Thereisnolimittothenumberoftimesthatworkmayberesubmittedbythelearnerforassessment;• However, you may wish to operate your ownsystemsandpoliciesforadditionalsupport/advicewhichmaybegiventolearnerswhohavebeenun-successfulonanumberofoccasions;• Assessors/tutors may offer some assistance tolearnersincompletingwrittenwork,suchasexplain-ingwhatthequestionsmeanorofferingadditionalguidancewhentheyhavepreviouslyansweredques-tionsincorrectly,however,assessors/tutorsmustnotgivelearners,orleadthemto,thecorrectanswers;

• Assessors/tutorsshouldnotaddtolearners’an-swersinworksheets,etc…wheretheydonotfullymeet the required standard. Rather the learnershouldbeaskedtoaddtotheiranswersthemselvesuntiltheydemonstratecompetence.

Use of language and stimulus materials

ItisyourresponsibilityasaCentretoprovideyourlearnerswithsuitableresourcesandassessmentmaterials to support them in their learning jour-ney.Resourcesandassessmentmaterialsandthelanguageusedwithintheseshouldbesuitableandappropriate to theirneeds.Theyareonlyappro-priateifthey:

• Enablelearnerstodemonstratetheirlevelofat-tainment;• Require knowledge, skills and understandingwhicharerequiredforthequalification;• Are clear and unambiguous (unless ambiguityformspartoftheassessment)and• Are not likely to cause unnecessary offence tolearners.

Theuseof thesematerialswillbe revieweddur-ingCentreEQAmonitoringvisitsandinconsider-ingwhether languageandstimulusmaterials forlearningandassessmentareappropriate,anEQAwilltakeintoaccountthefollowing:

• Theageoflearnerswhomayreasonablybeex-pectedtotakethequalification;• Thelevelofthequalification;• Theobjectiveofthequalification;• The knowledge, skills and understanding as-sessedforthequalification;• Itcontainslanguageorcontentwhichcouldleadagroupoflearnerswhoshareacommonattributeorcircumstancetoexperience–becauseofthatat-tributeor circumstance – anunreasonabledisad-vantageinthelevelofattainmentthattheyareabletodemonstrateintheassessment.

Pleasenotethatforthecreationofmanualsortextbooks, youmust showhoweachof the learningoutcomeshasbeencoveredand forassessmentmaterialsyoumustadoptanevidencereferencingsystemtoshowhoweachoftheassessmentcrite-riahasbeencovered.



Appendix D: Guidance on observed assessments

Assessment briefing

When carrying out a planned observed assess-ment,itisessentialthattheassessorcarriesoutabriefingpriortotheassessment. Theassessmentbriefingshouldcoverthefollowinginformation:

• Wheretheassessmentwilltakeplace;• Howtheassessmentwillbeconducted;• Whatthestudentisexpectedtopresentintermsofperformanceevidence;• Anydocumentationwhichformspartoftheas-sessment;• Whenquestioningandfeedbackwilltakeplace;• Whattodoifthereisadisagreementwiththeas-sessmentdecision(appealsprocedure);• Theassessorshouldalsousethistimetoletstu-dents ask questions or seek clarification on any-thingrelatingtotheplannedassessment. Othersinvolvedintheassessmentprocessshouldbepartoftheassessmentbriefing.

Theassessmentbriefingisusuallycarriedoutinagroupsituationandthentheassessorwillbrieflyconfirm the process with each individual beforetheassessmentcommences.

Observing the learner

Observationisthemainmethodofassessingprac-ticalcompetenceandinvolvestheassessorwatch-ingthestudentcarryouttheplannedtasks. Whencarryingoutanobservedassessment, theasses-sorshouldadheretothefollowingguidelines:

• Involvethestudent;• Completeanadequatebriefing;• Useanassessmentchecklist;• Ensuregoodobservationalpositionenablingyoutosee/hearappropriately;• Avoidbecominginvolvedintheassessmentproc-essexceptininstancesofhealthandsafetyorwhen‘movingon’;• When‘movingon’,sticktothephrase‘thankyou,canyoumoveontothenextexerciseplease’.Avoidusingphrasessuchas‘that’sgreat’or‘welldone’–thiscouldgiveanindicationofperformance;

• Ensuresufficienttimeisplannedtogiveimmedi-atefeedbackaftertheassessment;• Useamethodofrecordingtheobservationthatisasunobtrusiveaspossible. Rustlingpaperscanprovedisruptiveinaquietenvironmentwherepeo-pleareconcentratingonwhatisbeingassessed;• Beseentobeobserving,nevereat,talktootherpeople,textonamobilephoneoranyother suchactionwhichwilldistractfromyourobservation;• Avoid using positive/negative body language –thiscouldgiveanindicationofperformance.

Suggested stages of an observation for the Focus Awards Level 3 Diploma in Business Administration (QCF)

Step 1InitialLearnerbriefing

Step 2DirectObservation

Step 3Learner/ClientFeedback

Step 4Learner Evaluation with client (15minutesmini-mum)

Step 5AssessorQuestions(openandnon-leading)

Step 6AssessorDecision(pass/refer)

Step 7AssessorFeedback(constructive,conciseandrel-evanttoperformancecriteria,writtenandverbal)

Questioning to Assess Knowledge and Understanding

• Itiseasyto inferalevelofunderstandingbywhatweseeduringobservationandsoitisessentialthatwequestionlearnersifweareeverindoubtaboutunderpinningknowledge;• However,aquestionshouldnotbeaskediftheassessordoesnotseeaparticularPC.• Questionscanbedividedintotwocategories:



• Openquestionsstartwiththewords, ‘How?’,‘What?’, ‘When?’, ‘Where?’, ‘Why?’ and ‘Who?’ -thesewordsactaspromptstogivethestudentsthe opportunity to respond fully in their ownwords.• Closedquestionsenable the students to re-spondwithasimple ‘Yes’or ‘No’ response.Forexample, “Wouldyouask aparticipant tokeepthebackstraightwhenliftingweightsfromthefloor?”.

• Assessors should always use open questionswhenassessingunderpinningknowledge• Itis aFocusAwards requirementthatallquestionsasked during assessment are recorded togetherwithlearnerresponses. Thesemustbewrittenoutinfullandsignedanddatedbyboththelearnerandassessor.• It is unacceptable to write next to a question“learneranswered correctly”. If therewasanap-pealagainstyourassessmentdecision,thenthereshouldbeaclearlyauditabletrailofevidencewhichshowsthequestionthatwasaskedandthelearnerresponse.

Non-Leading Questions

Assessorsshouldbecarefulnottousequestionsthatcould leadthe learnersbygivinghimorhera clue to the right answer. They shouldalsobeawareofanypreferencesoropinionstheymightholdthatcouldaffectthewaytheyaskquestions. Itisjustaseasytoleadthelearnerbythetoneorinflectionofthevoiceorbysomefacialexpressionorbodymovement.

Examplesofleadingquestionswouldbe:

• “YourparticipantseemedtobeoutofbreathontheCVsectionofyourworkout,doyouthinkyoucouldhavebroughttheintensitydownforher?” • “Arethedeltoidsworkedinabenchpressaswellasthepectoralsandtriceps?”

Feedback

‘Structuredinformationthatonepersonofferstoanother,aboutthe impactoftheiractionsorbe-haviour’.• Feedback following assessment should relatespecificallytowhathasbeenassessedandhowthe

evidencepresentedmeets,ordoesnotfullymeetthecriteriabeingassessed. • Feedback should not include your opinion norshoulditbeacriticism.• Criticism is oneperson’s judgementof anotherperson, or theirwork. Criticism is likely tomakesomeonefeeldevaluedorangry;anddoesnothingtoboostself-confidence.Itdoesnothelpapersontosolvetheproblem.Itshowsthatyoudismiss,re-jectordisapprove,andisunlikelytoleadtothere-sultyouintended.Youwillgetaresult-butitmaybeaworsesituationorabacklash.• Effectivefeedbackshouldbeatwowayprocess,involvingthelearneratalltimes.



Appendix E: Example Assessment Plan

Assessor name: Learner name: Date:

Date and timings of planned assessment

Unit/s and/or learning outcome/s to be assessed

What is to be assessed?Describe the activity or process you will observe or the product to be produced.

Assessment Method (Please see key below)

Date assessment completed



Iconfirmthattheassessmentprocess,theactivityandevidencetobegeneratedhasbeenfullyexplainedtome:

SignedbyLearner:…...................................................

Date:…………………………………………………………………………

OQ-OralQuestioning,O–Observation,WT -WitnessTestimony,S -Simulation,PD -ProfessionalDiscussion,WQ-WrittenQuestions,A -Assignment/Project,WP-WorkProject,CS-CaseStudy,RA–ReflectiveAccount,RPL–Recognitionofpriorlearning



Professional DiscussionLearner name:Assessor name:Date:Assessment criteria / topic of discussion:

Learner response:

Assessor signature: Date:Learners signature: Date:Internal quality assurer signature:

Date:



Assessor Question SheetQualification:

Unit:

Assessor question Learner response Assessment criteria covered


Date:



Assessor Feedback SheetQualification:

Unit(s):

Performance criteria / assessment criteria

Assessor feedback


Date:



Learner Assessment Record

Evidence Date Achieved

Assessor signature

Learner Signature



Evidence Record Sheet

Qualification:

Unit:

Learning outcome

Evidence

I confirm that the evidence provided is a result of my own work:

Signatureoflearner:

Date:

I confirm that the learner has demonstrated competence by satisfying all of the learning outcomes and assessment criteria for this unit:

Signatureofassessor:

Date:

SignatureofIQA:

Date:

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