NVQ Diploma in Business and Administration (QCF) - British Parking ...

Specification 

Edexcel NVQ/competencebased 

qualifications 

Edexcel Level 3 NVQ Certificate/Diploma in Business 

and Administration (QCF) 

For first registration August 2010

Edexcel, a Pearson company, is the UK’s largest awarding organisation offering 

vocational and academic qualifications and testing, to employers, training providers, 

colleges, schools, and other places of learning in the UK, and in over 85 countries 

worldwide. 

Our specialist suite of qualifications include NVQs, Apprenticeships, WorkSkills, 

Functional Skills, Foundation Learning, as well as our exclusive range of BTECs, 

from entry level right through to Higher National Diplomas. 

References to third party material made in this specification are made in good faith. 

Edexcel does not endorse, approve or accept responsibility for the content of 

materials, which may be subject to change, or any opinions expressed therein. 

(Material may include textbooks, journals, magazines and other publications and 

websites.) 

Authorised by Roger Beard 

Prepared by Catherine Dear 

Publications Code N025051 

All the material in this publication is copyright 

© Edexcel Limited 2010

Contents 

Qualification titles covered by this specification 1 

Key features of the Edexcel Level 3 NVQ Certificate/Diploma in 

Business and Administration (QCF) 3 

What is the purpose of these qualifications? 3 

Who are these qualifications for? 3 

What are the benefits of these qualifications to the learner and employer? 4 

What are the potential job roles for those working towards 

these qualifications? 4 

What progression opportunities are available to learners who achieve these 

qualifications? 4 

What is the qualification structure for the Edexcel Level 3 NVQ 

Certificate in Business and Administration (QCF)? 

What is the qualification structure for the Edexcel Level 3 NVQ 

5 

Diploma in Business and Administration (QCF)? 

Forbidden Combinations in the Edexcel Level 3 NVQ 

14 

Certificate/Diploma in Business and Administration (QCF) 23 

How are the qualifications graded and assessed? 27 

Assessment strategy 27 

Types of evidence 28 

What do you need to offer these qualifications? 29 

Centre recognition 29 

Approvals agreement 29 

Quality assurance 29 

What resources are required? 29 

Unit format 30 

Units 31 

Unit 1: Manage own Performance in a Business Environment 33 

Unit 2: Evaluate and Improve Own Performance in a Business Environment 39 

Unit 3: Work in a Business Environment 45 

Unit 4: Communicate in a Business Environment 53 

Unit 5: Solve Business Problems 61 

Unit 6: Work with Other People in a Business Environment 67 

Unit 7: Contribute to Decision-Making in a Business Environment 73

Unit 8: Negotiate in a Business Environment 79 

Unit 9: Supervise a Team in a Business Environment 85 

Unit 10: Supervise an Office Facility 91 

Unit 11: Contribute to Running a Project 101 

Unit 12: Produce Documents in a Business Environment 109 

Unit 13: Prepare Text from Notes 115 

Unit 14: Prepare Text from Notes Using Touch Typing (40 wpm) 119 

Unit 15: Prepare Text from Shorthand (60 wpm) 123 

Unit 16: Prepare Text from Recorded Audio Instruction (40 wpm) 127 

Unit 17: Design and Produce Documents in a Business Environment 131 

Unit 18: Prepare Text from Notes Using Touch Typing (60 wpm) 137 

Unit 19: Prepare Text from Shorthand (80 wpm) 141 

Unit 20: Prepare Text from Recorded Audio Instruction (60 wpm) 145 

Unit 21: Support the Organisation of an Event 149 

Unit 22: Support the Co-ordination of an Event 155 

Unit 23: Support the Organisation of Business Travel or Accommodation 159 

Unit 24: Support the Organisation of Meetings 165 

Unit 25: Plan and Organise an Event 171 

Unit 26: Co-ordinate an Event 177 

Unit 27: Plan and Organise Meetings 183 

Unit 28: Organise Business Travel or Accommodation 191 

Unit 29: Evaluate the Organisation of Business Travel or Accommodation 197 

Unit 30: Use Electronic Message Systems 201 

Unit 31: Use a Diary System 205 

Unit 32: Take Minutes 209 

Unit 33: Develop a Presentation 215 

Unit 34: Deliver a Presentation 219 

Unit 35: Handle Mail 225 

Unit 36: Provide Reception Services 231 

Unit 37: Meet and Welcome Visitors 237 

Unit 38: Deliver, Monitor and Evaluate Customer Services to Internal 

Customers 241 

Unit 39: Deliver, Monitor and Evaluate Customer Services to External 

Customers 247 

Unit 40: Use Customer Service as a Competitive Tool 253 

Unit 41: Monitor and Solve Customer Service Problems 259 

Unit 42: Organise and Report Data 265

Unit 43: Research Information 269 

Unit 44: Store and Retrieve Information 273 

Unit 45: Archive Information 277 

Unit 46: Support the Management and Development of an 

Information System 281 

Unit 47: Support the Design and Development of an Information System 285 

Unit 48: Monitor Information Systems 289 

Unit 49: Analyse and Report Data 295 

Unit 50: Design and Develop an Information System 299 

Unit 51: Manage and Evaluate an Information System 303 

Unit 52: Use Office Equipment 309 

Unit 53: Maintain and Issue Stationery Stock Items 315 

Unit 54: Order Products and Services 323 

Unit 55: Agree a Budget 329 

Unit 56: Manage Budgets 333 

Unit 57: Respond to Change in a Business Environment 339 

Unit 58: Contribute to Innovation in a Business Environment (Level 3) 343 

Unit 59: Contribute to Innovation in a Business Environment (Level 4) 349 

Unit 60: Plan Change for a Team 357 

Unit 61: Administer Human Resources Records 363 

Unit 62: Administer the Recruitment and Selection Process 369 

Unit 63: Administer Parking and Traffic Challenges, Representations 

and Civil Parking Appeals 377 

Unit 64: Administer Statutory Parking and Traffic Appeals 385 

Unit 65: Administer Parking and Traffic Debt Recovery 395 

Unit 66: Administer Parking Dispensations 401 

Unit 67: Provide Administrative Support in Schools 407 

Unit 68: Administer Legal Files 415 

Unit 69: Build Case Files 423 

Unit 70: Manage Case Files 429 

Unit 71: Use Occupational and Safety Guidelines when Using Keyboards 435 

Unit 72: Bespoke Software (Level 2) 439 

Unit 73: Data Management Software (Level 2) 443 

Unit 74: Database Software (Level 2) 447 

Unit 75: Improving Productivity Using IT (Level 2) 451 

Unit 76: IT Security for Users (Level 2) 455 

Unit 77: Presentation Software (Level 2) 459

Unit 78: Set Up an IT System (Level 2) 465 

Unit 79: Spreadsheet Software (Level 2) 469 

Unit 80: Using Collaborative Technologies (Level 2) 473 

Unit 81: Website Software (Level 2) 479 

Unit 82: Word Processing Software (Level 2) 485 

Unit 83: Bespoke Software (Level 3) 491 

Unit 84: Data Management Software (Level 3) 495 

Unit 85: Database Software (Level 3) 499 

Unit 86: Improving Productivity Using IT (Level 3) 503 

Unit 87: IT Security for Users (Level 3) 509 

Unit 88: Presentation Software (Level 3) 513 

Unit 89: Set up an IT System (Level 3) 519 

Unit 90: Spreadsheet Software (Level 3) 525 

Unit 91: Using Collaborative Technologies (Level 3) 529 

Unit 92: Website Software (Level 3) 535 

Unit 93: Word Processing Software (Level 3) 541 

Unit 94: Manage Physical Resources 547 

Unit 95: Manage the Environmental Impact of Work Activities 551 

Unit 96: Provide Leadership and Direction for Own Area of Responsibility 555 

Unit 97: Support Learning and Development within Own Area 

of Responsibility 557 

Unit 98: Develop Working Relationships with Colleagues and Stakeholders 561 

Further information 563 

Useful publications 563 

How to obtain National Occupational Standards 563 

Professional development and training 564 

Annexe A: Progression pathways 565 

The Edexcel qualification framework for the Business and Administration 

and Leadership and Management sectors 565 

Annexe B: Quality assurance 569 

Key principles of quality assurance 569 

Quality assurance processes 569 

Annexe C: Centre certification and registration 571 

What are the access arrangements and special considerations for the 

qualifications in this specification? 571

Annexe D: Assessment strategies 573 

Assessment Strategy for Business and Administration NVQs 573 

Assessment Strategy for Customer Service Units 575 

Assessment Strategy for Management and Leadership Units 587 

Assessment Strategy for Information Technology Qualifications 

(ITQ) May 2009 589

Qualification titles covered by this specification 

This specification gives you the information you need to offer the Edexcel Level 3 NVQ Certificate/Diploma in Business and 

Administration: 

Qualification title Qualification 

Accreditation 

Number (QAN) 

Edexcel Level 3 NVQ Certificate in Business and Administration (QCF) 500/9586/9 

Edexcel Level 3 NVQ Diploma in Business and Administration (QCF) 500/9421/X 

These qualifications have been accredited within the Qualifications and Credit Framework (QCF) and are eligible for public 

funding as determined by the Department for Education (DfE) under Sections 96 and 97 of the Learning and Skills Act 2000. 

The qualification titles listed above feature in the funding lists published annually by the DfE and the regularly updated website. 

They will also appear on the Learning Aims Database (LAD), where relevant. 

You should use the QCF Qualification Accreditation Number (QAN), when you wish to seek public funding for your learners. Each 

unit within a qualification will also have a unique QCF reference number, which is listed in this specification. 

The QCF qualification title and unit reference numbers will appear on the learners’ final certification document. Learners need to 

be made aware of this when they are recruited by the centre and registered with Edexcel. 

1 

N025051 – Specification – Edexcel Level 3 NVQ Certificate/Diploma in Business and Administration 

(QCF) – Issue 1 – November 2010 © Edexcel Limited 2010

These titles replace the following qualifications from August 2010: 

Accreditation 

end date 

Accreditation 

start date 

Qualification title Qualification 

Accreditation 

Number (QAN) 

31st July 2010 

Edexcel Level 3 NVQ in Business and Administration 100/5194/6 1st August 

2005 


(QCF) – Issue 1 – November 2010 © Edexcel Limited 2010 

2

Key features of the Edexcel Level 3 NVQ 

Certificate/Diploma in Business and Administration 

(QCF) 

These qualifications: 

are nationally recognised 

are based on the Business and Administration National Occupational 

Standards (NOS). The NOS, assessment strategy and qualification 

structure(s) are owned by The Council for Administration (CfA). 

The Edexcel Level 3 NVQ Diploma in Business and Administration has been 

approved as components required for the Level 3 Business and 

Administration Apprenticeship framework. 

What is the purpose of these qualifications? 

These qualifications are designed for learners working in administrative 

roles, for example team administrators, departmental administrators or 

personal assistants. They may have some responsibility for supervising staff 

and administrative functions such as setting up and monitoring 

administrative systems, delivering customer service, or running projects. 

These are work-based qualifications which will help learners to develop their 

work skills and allow them to progress in their employment. 

Learners will be required to take mandatory units on managing their own 

performance and working in a business environment. They will then be able 

to choose from a range of option units covering different administrative 

areas such as document production, arranging events and meetings or 

customer service, or in specialised areas such as human resources, parking, 

education and legal administration. 

Learners may specialise in one area or choose options from different areas. 

Learners will be able to take some units at Level 2 if they need to develop 

skills in a particular area. They will also be able to take some units at Level 

4 in areas such as managing budgets, planning change or leadership and 

management, which may encourage them to progress in their employment. 

Who are these qualifications for? 

These qualifications are for all learners aged 16 and above who are capable 

of reaching the required standards. 

Edexcel’s policy is that the qualifications should: 

be free from any barriers that restrict access and progression 

ensure equality of opportunity for all wishing to access the qualifications. 



3

What are the benefits of these qualifications to the learner and 

employer? 

This qualification will allow learners to develop employability skills which are 

essential for working in a business and administration environment such as 

communication skills, working with others and managing and prioritising 

own work. There is a wide range of optional units covering different 

administrative areas such as producing documents, managing information, 

or arranging meetings or events. There are also several optional units in 

specialist areas such as parking administration and legal administration 

which allows learners to chose options according to their own work role. 

What are the potential job roles for those working towards these 

qualifications? 

administrative assistant/administrator 

civil service administrative assistant/officer 

court administrative officer 

farm secretary 

legal secretary 

local government committee administrator 

school administrative assistant 

secretary 

supervisor/team leader 

What progression opportunities are available to learners who achieve 

these qualifications? 

Learners will be able to progress within their employment to senior 

administrative, team leading or management roles, or to roles in specialised 

areas such as customer service, human resources or legal administration. 

Learners may progress to other Level 3 qualifications such as the Edexcel 

BTEC Level 3 Certificate in Principles of Business and Administration or the 

Edexcel BTEC Subsidiary Diploma/Diploma/Extended Diploma in Business. 

This qualification forms part of the Level 3 Apprenticeship in Business and 

Administration, together with the Edexcel BTEC Level 3 Certificate in 

Principles of Business and Administration and Functional Skills. 

Learners may also progress to the Edexcel Level 4 NVQ Certificate/Diploma 

in Business and Administration and to higher-level qualifications in team 

leading and management. 

Further information is available in Annexe A. 

4 



What is the qualification structure for the Edexcel 

Level 3 NVQ Certificate in Business and 

Administration (QCF)? 

Individual units can be found in the Units section. The QCF level and credit 

value are given on the first page of each unit. 

To achieve The Edexcel Level 3 NVQ Certificate in Business and 

Administration (QCF), the learner must complete a minimum of 30 

credits, of which at least 20 credits must be selected from Level 3 

units: 

Thirteen credits must be completed from GROUP A MANDATORY UNITS 

A minimum of 11 credits must be completed from GROUP B OPTIONAL 

UNITS. 

A maximum of 6 credits may be completed from GROUP C OPTIONAL 

UNITS. 

Level 

Unit 

Reference 

Number 

Group A: Mandatory Units (13 credits) 

3 L/601/2519 

3 F/601/2520 

3 J/601/2521 

3 K/601/2527 

Unit Title Credits GLH 

Unit 1: Manage own Performance in 

a Business Environment 

Unit 2: Evaluate and Improve own 

Performance in a Business 

Environment 

Unit 3: Work in a Business 

Environment 

Unit 4: Communicate in a Business 

Environment 

3 12 

3 22 

4 21 

3 14 



5

6 

Level 

Unit 

Reference 

Number 

Group B: Optional Units (Minimum of 11 credits) 

B1: Work Responsibilities 


3 L/601/2522 Unit 5: Solve Business Problems 4 18 

3 R/601/2523 

3 Y/601/2524 

3 D/601/2525 

3 H/601/2526 

B2: Business Support Services 

Unit 6: Work With Other People in 


Unit 7: Contribute To Decision- 

Making in a Business 

Environment 

Unit 8: Negotiate in a Business 

Environment 

Unit 9: Supervise a Team in a 

Business Environment 

4 12 

3 12 

5 20 

6 52 

3 T/601/2546 Unit 10: Supervise an Office Facility 5 23 

B3: Project Management 

3 J/601/2549 

Unit 11: Contribute to Running A 

Project 

5 30 



Level 

Unit 

Reference 

Number 

B4: Document Production 

2 T/601/2482 


Unit 12: Produce Documents in a 

Business Environment* 

4 15 

2 A/601/2483 Unit 13: Prepare Text from Notes* 3 15 

2 F/601/2484 

2 J/601/2485 

2 L/601/2486 

3 M/601/2531 

3 T/601/2532 

3 A/601/2533 

3 F/601/2534 

Unit 14: Prepare Text from Notes 

Using Touch Typing 

(40 wpm)* 

Unit 15: Prepare Text from 

Shorthand (60 wpm)* 


Recorded Audio Instruction 

(40 wpm)* 

Unit 17: Design and Produce 

Documents in a Business 

Environment* 



(60 wpm)* 





(60 wpm)* 

3 15 

8 55 

4 35 

4 25 

4 10 

8 45 

4 25 



7

8 

Level 

Unit 

Reference 

Number 

B5: Events And Meetings 

2 L/601/2505 

2 D/601/2508 

2 Y/601/2510 

2 T/601/2515 

3 R/601/2540 


Unit 21: Support the Organisation of 

an Event* 

Unit 22: Support the Co-Ordination 

of an Event* 


Business Travel or 

Accommodation* 


Meetings* 

Unit 25: Plan and Organise an 

Event* 

2 15 

3 20 

3 18 

4 18 

4 28 

3 Y/601/2541 Unit 26: Coordinate an Event* 4 30 

3 D/601/2542 

3 H/601/2543 

3 K/601/2544 

B6: Communications 

2 H/601/2476 

Unit 27: Plan and Organise 


Unit 28: Organise Business Travel or 


Unit 29: Evaluate the Organisation 

of Business Travel or 

Accommodation 

Unit 30: Use Electronic Message 

Systems 

5 25 

5 20 

2 10 

1 6 

2 K/601/2477 Unit 31: Use a Diary System 3 9 

2 M/601/2478 Unit 32: Take Minutes 4 15 

3 M/601/2528 Unit 33: Develop a Presentation 3 15 

3 T/601/2529 Unit 34: Deliver a Presentation 3 15 



Level 

Unit 

Reference 

Number 

B7: Customer Service 


2 T/601/2479 Unit 35: Handle Mail 3 17 

2 K/601/2480 

2 Y/601/2457 

3 A/601/2550 

3 F/601/2551 

3 D/601/1228 

3 J/601/1515 

Unit 36: Provide Reception 

Services* 

Unit 37: Meet and Welcome 

Visitors* 

Unit 38: Deliver, Monitor and 

Evaluate Customer 

Services to Internal 

Customers 

Unit 39: Deliver, Monitor And 


Services To External 

Customers 

Unit 40: Use Customer Service as a 

Competitive Tool 

Unit 41: Monitor and Solve 

Customer Service Problems 

3 15 

3 23 

3 12 

3 12 

8 53 

6 40 



9

Level 

10 

Unit 

Reference 

Number 

B8: Manage Information And Data 


2 R/601/2487 Unit 42: Organise and Report Data 3 12 

2 Y/601/2488 Unit 43: Research Information 4 17 

2 R/601/2490 

Unit 44: Store and Retrieve 

Information 

3 17 

2 Y/601/2491 Unit 45: Archive Information 2 13 

2 J/601/2518 

3 L/601/2536 

3 R/601/2537 

Unit 46: Support the Management 

and Development of an 

Information System* 

Unit 47: Support the Design and 

Development of an 


Unit 48: Monitor Information 

Systems 

7 40 

7 35 

7 30 

3 Y/601/2538 Unit 49: Analyse and Report Data 6 30 

4 T/601/2563 

4 A/601/2564 

B9: Business Resources 

Unit 50: Design and Develop an 


Unit 51: Manage and Evaluate an 


7 30 

6 20 

2 H/601/2493 Unit 52: Use Office Equipment 4 18 

2 M/601/2495 

3 D/601/2539 

Unit 53: Maintain and Issue 

Stationery Stock Items 

Unit 54: Order Products and 

Services 

3 14 

5 35 

3 J/601/2552 Unit 55: Agree a Budget 4 25 



Level 

Unit 

Reference 

Number 

B10: Innovation and Change 

2 F/601/2517 

3 A/601/2547 

4 K/601/2575 


Unit 57: Respond to Change in a 


Unit 58: Contribute to Innovation in 


(Level 3)* 



(Level 4)* 

3 16 

4 30 

6 25 

4 M/601/2576 Unit 60: Plan Change for a Team 6 22 

B11: Specialised Business Support Services – Human Resources 

2 T/601/2790 

2 A/601/2791 

Unit 61: Administer Human 

Resource Records 

Unit 62: Administer the Recruitment 

and Selection Process 

B12: Specialised Business Support Services – Parking 

3 L/601/2648 

3 R/601/2649 

3 J/601/2650 

2 J/601/2647 

Unit 63: Administer Parking and 

Traffic Challenges, 

Representations and Civil 

Parking Appeals 

Unit 64: Administer Statutory 

Parking and Traffic Appeals 


Traffic Debt Recovery 

Unit 66: Administer Parking 

Dispensations 

B13: Specialised Business Support Services – Education 

3 D/601/7787 

Unit 67: Provide Administrative 

Support in Schools 

B14: Specialised Business Support Services – Legal 

3 20 

4 30 

9 40 

9 45 

9 54 

4 14 

8 53 

3 H/601/7791 Unit 68: Administer Legal Files 7 25 

3 K/601/7792 Unit 69: Build Case Files 4 20 

3 M/601/7793 Unit 70: Manage Case Files 5 25 



11

Level 

12 

Unit 

Reference 

Number 

Group C: Optional Units (Maximum of 6 credits) 


C1: Health, Safety And Security Of People Premise And Property 

1 T/601/2465 

C2: IT 

2 F/502/4396 

2 J/502/4559 

2 M/502/4555 

2 J/502/4156 

2 Y/502/4257 

2 M/502/4622 

2 L/502/4210 

2 F/502/4625 

2 F/502/4379 

2 R/502/4631 

2 R/502/4628 

3 J/502/4397 

3 A/502/4560 

3 T/502/4556 

3 L/502/4157 

3 D/502/4258 

Unit 71: Use Occupational Health 

and Safety Guidelines 

When Using Keyboards 

Unit 72: Bespoke Software 

(Level 2)* 

Unit 73: Data Management Software 

(Level 2)* 

Unit 74: Database Software 

(Level 2)* 

Unit 75: Improving Productivity 

Using IT (Level 2)* 

Unit 76: IT Security for Users 

(Level 2)* 

Unit 77: Presentation Software 

(Level 2)* 

Unit 78: Set up an IT System 

(Level 2)* 

Unit 79: Spreadsheet Software 

(Level 2)* 

Unit 80: Using Collaborative 

Technologies (Level 2)* 

Unit 81: Website Software 

(Level 2)* 

Unit 82: Word Processing Software 

(Level 2)* 


(Level 3)* 


(Level 3)* 


(Level 3)* 


Using IT (Level 3)* 


(Level 3)* 

2 20 

3 20 

3 20 

4 30 

4 30 

2 15 

4 30 

4 30 

4 30 



4 

4 

4 

30 

30 

30 

4 30 

4 30 

6 45 

5 40 

3 20

Level 

Unit 

Reference 

Number 

3 T/502/4623 

3 R/502/4211 

3 J/502/4626 

3 T/502/4380 

3 Y/502/4632 

3 Y/502/4629 

C3: Leadership And Management 



(Level 3)* 


(Level 3)* 


(Level 3)* 




(Level 3)* 


(Level 3)* 

6 45 

5 40 

6 45 

6 45 

5 40 

6 45 

4 K/600/9711 Unit 94: Manage Physical Resources 3 25 

4 M/600/9712 

4 T/600/9601 

4 M/600/9676 

4 K/600/9661 

Unit 95: Manage the Environmental 

Impact of Work Activities 

Unit 96: Provide Leadership and 

Direction for own Area of 

Responsibility 

Unit 97: Support Learning and 

Development Within Own 

Area of Responsibility 

Unit 98: Develop Working 

Relationships with 

Colleagues and 

Stakeholders 

5 10 

5 30 

5 25 

4 20 

* These units have forbidden combinations – please see pages 23-26 for 

details. 



13

What is the qualification structure for the Edexcel 

Level 3 NVQ Diploma in Business and 

Administration (QCF)? 

Individual units can be found in the Units section. The QCF level and credit 

value are given on the first page of each unit. 

To achieve an Edexcel Level 3 NVQ Diploma in Business and Administration 

(QCF), the learner must complete a minimum of 40 credits, of which at 

least 27 credits must come from units at Level 3: 

Thirteen credits must be completed from GROUP A MANDATORY 

UNITS. 

A minimum of 14 credits must be completed from GROUP B OPTIONAL 

UNITS 

A maximum of 13 credits may be completed GROUP C OPTIONAL 

UNITS. 

Level 

14 

Unit 

Reference 

Number 

Group A: Mandatory Units (13 credits) 

3 L/601/2519 

3 F/601/2520 

3 J/601/2521 

3 K/601/2527 


Unit 1: Manage Own Performance 

in a Business Environment 

Unit 2: Evaluate and Improve Own 


Environment 

Unit 3: Work in a Business 

Environment 


Environment 

3 12 

3 22 

4 21 

3 14 



Level 

Unit 

Reference 

Number 

Group B: Optional Units (Minimum of 14 credits) 

B1: Work Responsibilities 


3 L/601/2522 Unit 5: Solve Business Problems 4 18 

3 R/601/2523 

3 Y/601/2524 

3 D/601/2525 

3 H/601/2526 

B2: Business Support Services 

Unit 6: Work with Other People in 


Unit 7: Contribute to Decision- 

Making in a Business 

Environment 


Environment 

Unit 9: Supervise a Team in a 


4 12 

3 12 

5 20 

6 52 

3 T/601/2546 Unit 10: Supervise an Office Facility 5 23 

B3: Project Management 

3 J/601/2549 

Unit 11: Contribute to Running a 

Project 

5 30 



15

Level 

16 

Unit 

Reference 

Number 

B4: Document Production 

2 T/601/2482 



Business Environment* 

4 15 

2 A/601/2483 Unit 13: Prepare Text from Notes* 3 15 

2 F/601/2484 

2 J/601/2485 

2 L/601/2486 

3 M/601/2531 

3 T/601/2532 

3 A/601/2533 

3 F/601/2534 



(40 wpm)* 





(40 wpm)* 



Environment* 



(60 wpm)* 





(60 wpm)* 

3 15 

8 55 

4 35 

4 25 

4 10 

8 45 

4 25 



Level 

Unit 

Reference 

Number 

B5: Events And Meetings 

2 L/601/2505 

2 D/601/2508 

2 Y/601/2510 

2 T/601/2515 

3 R/601/2540 



an Event* 

Unit 22: Support the Co-Ordination 

of an Event* 






Unit 25: Plan and Organise an 

Event* 

2 15 

3 20 

3 18 

4 18 

4 28 

3 Y/601/2541 Unit 26: Co-Ordinate an Event* 4 30 

3 D/601/2542 

3 H/601/2543 

3 K/601/2544 

B6: Communications 

2 H/601/2476 

Unit 27: Plan and Organise 




Unit 29: Evaluate the Organisation 

of Business Travel or 

Accommodation 

Unit 30: Use Electronic Message 

Systems 

5 25 

5 20 

2 10 

1 6 

2 K/601/2477 Unit 31: Use a Diary System 3 9 

2 M/601/2478 Unit 32: Take Minutes 4 15 

3 M/601/2528 Unit 33: Develop a Presentation 3 15 

3 T/601/2529 Unit 34: Deliver a Presentation 3 15 



17

Level 

18 

Unit 

Reference 

Number 

B7: Customer Service 


2 T/601/2479 Unit 35: Handle Mail 3 17 

2 K/601/2480 

2 Y/601/2457 

3 A/601/2550 

3 F/601/2551 

3 D/601/1228 

3 J/601/1515 

Unit 36: Provide Reception 

Services* 

Unit 37: Meet and Welcome 

Visitors* 

Unit 38: Deliver, Monitor and 


Services to Internal 

Customers 

Unit 39: Deliver, Monitor And 


Services to External 

Customers 



Unit 41: Monitor and Solve 

Customer Service Problems 

3 15 

3 23 

3 12 

3 12 

8 53 

6 40 



Level 

Unit 

Reference 

Number 

B8: Manage Information And Data 


2 R/601/2487 Unit 42: Organise and Report Data 3 12 

2 Y/601/2488 Unit 43: Research Information 4 17 

2 R/601/2490 

Unit 44: Store and Retrieve 

Information 

3 17 

2 Y/601/2491 Unit 45: Archive Information 2 13 

2 J/601/2518 

3 L/601/2536 

3 R/601/2537 

Unit 46: Support the Management 

and Development of an 





Unit 48: Monitor Information 

Systems 

7 40 

7 35 

7 30 

3 Y/601/2538 Unit 49: Analyse and Report Data 6 30 

4 T/601/2563 

4 A/601/2564 

B9: Business Resources 





7 30 

6 20 

2 H/601/2493 Unit 52: Use Office Equipment 4 18 

2 M/601/2495 

3 D/601/2539 

Unit 53: Maintain and Issue 

Stationery Stock Items 

Unit 54: Order Products and 

Services 

3 14 

5 35 

3 J/601/2552 Unit 55: Agree a Budget 4 25 

4 T/601/2580 Unit 56: Manage Budgets 5 29 



19

Level 

20 

Unit 

Reference 

Number 

B10: Innovation And Change 

2 F/601/2517 

3 A/601/2547 

4 K/601/2575 


Unit 57: Respond to Change in a 




(Level 3)* 



(Level 4)* 

3 16 

4 30 

6 25 

4 M/601/2576 Unit 60: Plan Change for a Team 6 22 

B11: Specialised Business Support Services – Human Resources 

2 T/601/2790 

2 A/601/2791 

Unit 61: Administer Human 

Resource Records 

Unit 62: Administer the Recruitment 

and Selection Process 

B12: Specialised Business Support Services – Parking 

3 L/601/2648 

3 R/601/2649 

3 J/601/2650 

2 J/601/2647 


Traffic Challenges, 

Representations and Civil 

Parking Appeals 

Unit 64: Administer Statutory 

Parking and Traffic Appeals 


Traffic Debt Recovery 

Unit 66: Administer Parking 

Dispensations 

B13: Specialised Business Support Services – Education 

3 D/601/7787 

Unit 67: Provide Administrative 

Support in Schools 

B14: Specialised Business Support Services – Legal 

3 20 

4 30 

9 40 

9 45 

9 54 

4 14 

8 53 

3 H/601/7791 Unit 68: Administer Legal Files 7 25 

3 K/601/7792 Unit 69: Build Case Files 4 20 

3 M/601/7793 Unit 70: Manage Case Files 5 25 



Level 

Unit 

Reference 

Number 

Group C: Optional Units (Maximum of 13 credits) 


C1: Health, Safety And Security Of People, Premises And Property 

1 T/601/2465 

C2: IT 

2 F/502/4396 

2 J/502/4559 

2 M/502/4555 

2 J/502/4156 

2 Y/502/4257 

2 M/502/4622 

2 L/502/4210 

2 F/502/4625 

2 F/502/4379 

2 R/502/4631 

2 R/502/4628 

3 J/502/4397 

3 A/502/4560 

3 T/502/4556 

3 L/502/4157 

3 D/502/4258 

Unit 71: Use Occupational Health 

and Safety Guidelines 

When Using Keyboards 


(Level 2)* 


(Level 2)* 


(Level 2)* 


using IT (Level 2)* 


(Level 2)* 


(Level 2)* 


(Level 2)* 


(Level 2)* 




(Level 2)* 


(Level 2)* 


(Level 3)* 


(Level 3)* 


(Level 3)* 


using IT (Level 3)* 


(Level 3)* 

2 20 

3 20 

3 20 

4 30 

4 30 

2 15 

4 30 

4 30 

4 30 

4 30 

4 30 

4 30 

4 30 

4 30 

6 45 

5 40 

3 20 



21

Level 

22 

Unit 

Reference 

Number 

3 T/502/4623 

3 R/502/4211 

3 J/502/4626 

3 T/502/4380 

3 Y/502/4632 

3 Y/502/4629 

C3: Leadership And Management 



(Level 3)* 


(Level 3)* 


(Level 3)* 




(Level 3)* 


(Level 3)* 

6 45 

5 40 

6 45 

6 45 

5 40 

6 45 

4 K/600/9711 Unit 94: Manage Physical Resources 3 25 

4 M/600/9712 

4 T/600/9601 

4 M/600/9676 

4 K/600/9661 

Unit 95: Manage the Environmental 

Impact of Work Activities 

Unit 96: Provide Leadership and 

Direction for own Area of 

Responsibility 


Development Within own 

Area of Responsibility 

Unit 98: Develop Working 

Relationships with 

Colleagues and 

Stakeholders 

5 10 

5 30 

5 25 

4 20 

* These units have forbidden combinations – please see pages 23-26 for 

details. 



Forbidden Combinations in the Edexcel Level 3 

NVQ Certificate/Diploma in Business and 

Administration (QCF) 

Unit Must not be combined with: 



(T/601/2482) 


(A/601/2483) 


using Touch Typing (40 wpm) 

(F/601/2484) 

Unit 15: Prepare Text from Shorthand 

(60 wpm) (J/601/2485) 

Unit 16: Prepare Text from Recorded 

Audio Instruction (40 wpm) 

(L/601/2486) 



Environment (M/601/2531) 



(T/601/2532) 


(80 wpm) (A/601/2533) 



(F/601/2534) 


an Event (L/601/2505) 



Environment (M/601/2531) 



(F/601/2484) 



(T/601/2532) 


(A/601/2483) 



(T/601/2532) 


(80 wpm) (A/601/2533) 



(F/601/2534) 



(T/601/2482) 


(A/601/2483) 



(F/601/2484) 


(60 wpm) (J/601/2485) 



(L/601/2486) 

Unit 25: Plan and Organise an Event 

(R/601/2540) 



23


Unit 22: Support the Co-ordination of 

an Event (D/601/2508) 



Accommodation (Y/601/2510) 


Meetings (T/601/2515) 


(R/601/2540) 

Unit 26: Co-ordinate an Event 

(Y/601/2541) 

Unit 27: Plan and Organise Meetings 

(D/601/2542) 


Accommodation 

(H/601/2543) 

Unit 36: Provide Reception Services 

(K/601/2480) 

Unit 37: Meet and Welcome Visitors 

(Y/601/2457) 

Unit 46: Support the Management and 


Information System 

(J/601/2518) 




(L/601/2536) 



(T/601/2563) 



(A/601/2564) 

Unit 58: Contribute to Innovation in a 


(Level 3) (A/601/2547) 

24 


(Y/601/2541) 


Accommodation 

(H/601/2543) 


(D/601/2542) 


an Event (L/601/2505) 

Unit 22: Support the Co-ordination of 

an Event (D/601/2508) 


Meetings (T/601/2515) 



Accommodation (Y/601/2510) 


(Y/601/2457) 


(K/601/2480) 



(A/601/2564) 



(T/601/2563) 




(L/601/2536) 




(J/601/2518) 



(Level 4) (K/601/2575) 






(Level 4) (K/601/2575) 

Unit 72: Bespoke Software (Level 2) 

(F/502/4396) 


(Level 2) (J/502/4559) 


(Level 2) (M/502/4555) 

Unit 75: Improving Productivity Using 

IT (Level 2) (L/502/4157) 


(Level 2) (Y/502/4257) 


(Level 2) (M/502/4622) 


(Level 2) (L/502/4210) 


(Level 2) (F/502/4625) 


Technologies (Level 2) 

(F/502/4379) 

Unit 81: Website Software (Level 2) 

(R/502/4631) 


(Level 2) (R/502/4628) 


(J/502/4397) 


(Level 3) (A/502/4560) 


(Level 3) (T/502/4556) 


IT (Level 3) (L/502/4157) 


(Level 3) (D/502/4258) 


(Level 3) (T/502/4623) 



(Level 3) (A/601/2547) 


(J/502/4397) 


(Level 3) (A/502/4560) 


(Level 3) (T/502/4556) 


IT (Level 3) (J/502/4156) 


(Level 3) (D/502/4258) 


(Level 3) (T/502/4623) 


(Level 3) (R/502/4211) 


(Level 3) (J/502/4626) 



(T/502/4380) 


(Y/502/4632) 


(Level 3) (Y/502/4629) 


(F/502/4396) 


(Level 2) (J/502/4559) 

Unit 74: Database Software (Level 2) 

(M/502/4555) 


IT (Level 2) (J/502/4156) 


(Level 2) (Y/502/4257) 


(Level 2) (M/502/4622) 



25



(Level 3) (R/502/4211) 


(Level 3) (J/502/4626) 



(T/502/4380) 


(Y/502/4632) 


(Level 3) (Y/502/4629) 

26 


(Level 2) (L/502/4210) 


(Level 2) (F/502/4625) 



(F/502/4379) 


(R/502/4631) 


(Level 2) (R/502/4628) 



How are the qualifications graded and assessed? 

The overall grade for each qualification is a ‘pass’. The learner must achieve 

all the required units within the specified qualification structure. 

To pass a unit the learner must: 

achieve all the specified learning outcomes 

satisfy all the assessment criteria by providing sufficient and valid 

evidence for each criterion 

show that the evidence is their own. 

The qualifications are designed to be assessed: 

in the workplace or 

in conditions resembling the workplace, as specified in the assessment 

requirements/strategy for the sector, or 

as part of a training programme. 

Assessment strategy 

The Assessment Strategy for the Business and Administration NVQs has 

been included in Annexe D. It has been developed by the Council for 

Administration in partnership with employers, training providers, awarding 

organisations and the regulatory authorities. The assessment strategy 

includes details on: 

external quality control 

assessment of performance 

simulation of NVQ units 

occupational expertise to assess performance, and moderate and verify 

assessments. 

Several units have been imported from other sectors such as Customer 

Service, Leadership and Management or Information Technology 

qualifications (ITQ). The Assessment Strategies for these units are also 

included in Annexe D. 

Evidence of competence may come from: 

current practice where evidence is generated from a current job role 

a programme of development where evidence comes from 

assessment opportunities built into a learning/training programme 

whether at or away from the workplace 

the Recognition of Prior Learning (RPL) where a learner can 

demonstrate that they can meet the assessment criteria within a unit 

through knowledge, understanding or skills they already possess without 

undertaking a course of learning. They must submit sufficient, reliable 

and valid evidence for internal and standards verification purposes. RPL 

is acceptable for accrediting a unit, several units or a whole qualification 

a combination of these. 



27

It is important that the evidence is: 

Valid relevant to the standards for which competence is claimed 

Authentic produced by the learner 

Current sufficiently recent to create confidence that the same skill, 

understanding or knowledge persist at the time of the claim 

Reliable indicates that the learner can consistently perform at this 

level 

Sufficient fully meets the requirements of the standards. 

Types of evidence 

To successfully achieve a unit the learner must gather evidence which 

shows that they have met the required standard in the assessment criteria. 

Evidence can take a variety of different forms including the following 

examples: 

direct observation of the learner’s performance by their assessor (O) 

outcomes from oral or written questioning (Q&A) 

products of the learner’s work (P) 

personal statements and/or reflective accounts (RA) 

outcomes from simulation, where permitted by the assessment 

strategy (S) 

professional discussion (PD) 

assignment, project/case studies (A) 

authentic statements/witness testimony (WT) 

expert witness testimony (EPW) 

evidence of Recognition of Prior Learning (RPL). 

Learners can use one piece of evidence to prove their knowledge, skills and 

understanding across different assessment criteria and/or across different 

units. It is, therefore, not necessary for learners to have each assessment 

criterion assessed separately. Learners should be encouraged to reference 

the assessment criteria to which the evidence relates. 

Evidence must be made available to the assessor, internal verifier and 

Edexcel standards verifier. A range of recording documents is available on 

the Edexcel website www.edexcel.com. Alternatively, centres may develop 

their own. 

28 



What do you need to offer these qualifications? 

Centre recognition 

Centres that have not previously offered Edexcel qualifications need to 

apply for and be granted centre recognition as part of the process for 

approval to offer individual qualifications. New centres must complete both 

a centre recognition approval application and a qualification approval 

application. 

Existing centres will be given ‘automatic approval’ for a new qualification if 

they are already approved for a qualification that is being replaced by the 

new qualification and the conditions for automatic approval are met. 

Centres already holding Edexcel approval are able to gain qualification 

approval for a different level or different sector via Edexcel online. 

Approvals agreement 

All centres are required to enter into an approvals agreement which is a 

formal commitment by the head or principal of a centre to meet all the 

requirements of the specification and any linked codes or regulations. 

Edexcel will act to protect the integrity of the awarding of qualifications, if 

centres do not comply with the agreement. This could result in the 

suspension of certification or withdrawal of approval. 

Quality assurance 

Detailed information on Edexcel’s quality assurance processes is given in 

Annexe B. 

What resources are required? 

Each qualification is designed to support learners working in the Business 

and Administration sector. Physical resources need to support the delivery 

of the qualifications and the assessment of the learning outcomes and must 

be of industry standard. Centres must meet any specific resource 

requirements outlined in Annexe D: Assessment strategy. Staff assessing 

the learner must meet the requirements within the overarching assessment 

strategy for the sector. 



29

Unit format 

Each unit in this specification contains the following sections. 

Unit title: 

Unit code: 

Unit reference number: 

QCF level: 

Credit value: 

Guided learning hours: 

Unit summary: 

Assessment requirements/evidence requirements: 

Assessment methodology: 

Learning outcomes: 

Learning outcomes state exactly 

what a learner should know, 

understand or be able to do as a 

result of completing a unit. 

30 

Assessment criteria: 

Evidence type: 

The unit title is accredited on the QCF and this 

form of words will appear on the learner’s 

Notification of Performance (NOP). 

This is the unit owner’s reference number for the specified unit. 

This code is a unique reference number for the unit. 

All units and qualifications within the QCF have a level assigned to them, which 

represents the level of achievement. There are nine levels of achievement, from 

Entry level to level 8. The level of the unit has been informed by the QCF level 

descriptors and, where appropriate, the NOS and/or other sector/professional. 

All units have a credit value. The minimum credit value is one, and credits can 

only be awarded in whole numbers. Learners will be awarded credits when they 

achieve the unit. 

A notional measure of the substance of a qualification. It includes an estimate of the 

time that might be allocated to direct teaching or instruction, together with other 

structured learning time, such as directed assignments, assessments on the job or 

supported individual study and practice. It excludes learner-initiated private study. 

This provides a summary of the purpose of the unit. 

The assessment/evidence requirements are determined 

by the SSC. Learners must provide evidence for each 

of the requirements stated in this section. 

This provides a summary of the assessment methodology to be used for the unit. 

The assessment criteria of a unit 

specify the standard a learner is 

expected to meet to demonstrate 

that a learning outcome, or a set of 

learning outcomes, has been 

achieved. 

Portfolio 

reference: 

The learner 

should use this 

box to indicate 

where the 

evidence can 

be obtained eg 

portfolio page 

number. 

Date: 

The learner 

should give the 

date when the 

evidence has 

been provided. 

Learners must reference the type of 

evidence they have and where it is 

available for quality assurance 

purposes. The learner can enter the 

relevant key and a reference. 

Alternatively, the learner and/or 

centre can devise their own 

referencing system. 



Units 



31

32 



Unit 1: Manage own Performance in a 


Unit code: Q301 

Unit reference number: L/601/2519 

QCF level: 3 

Credit value: 3 

Guided learning hours: 12 

Unit summary 

This unit is about taking responsibility for managing, prioritising and being 

accountable for your own work in a business environment. 

Assessment guidance 

The following is a guide, the evidence suggested is neither mandatory nor 

exclusive. 

Learning 

outcomes 

Assessment 

criteria 

1 1.1 – 1.8 

2 2.1 – 2.10 

3 3.1 – 3.2 

3.4 – 3.6 


Evidence may be supplied via learner 

reports/reflective accounts, professional 

discussion and questioning 

Evidence may be supplied via observation of 

workplace activities, witness testimony, 

professional discussion, learner reports/reflective 

accounts and inspection of products, using 

evidence appropriate to the learner’s job role from 

the following sources: 

letters 

emails 

memos 

appraisals 

performance reviews 



33


Outcomes 

34 

Assessment 

Criteria 


3.3 Evidence may be supplied via observation of 






letters 

emails 

memos 

appraisals 


plans 

to do lists 

3.7 – 3.9 

4 4.1 – 4.7 





evidence appropriate to the learner’s job role 

Evidence generated for this unit of assessment may contribute towards 

other units including: Units Q302, Q303, Q305. 

Assessment methodology 

This unit is assessed in the workplace or in conditions resembling the 

workplace. Learners can enter the types of evidence they are presenting for 

assessment and the submission date against each assessment criterion. 

Alternatively, centre documentation should be used to record this 

information. 



Learning outcomes and assessment criteria 

Date 

Portfolio 

reference 

Learning outcomes Assessment criteria Evidence 

type 

1.1 Explain the purpose and benefits of planning work, 

and being accountable to others for own work 

1 Understand how to plan 

and prioritise work and be 

accountable to others 

1.2 Explain the purpose and benefits of negotiating 

realistic targets for work and ways of doing so 

1.3 Describe ways of prioritising targets and setting 

timescales for own work 

1.4 Describe the types of problems that may occur 

during work, and ways of dealing with them 

1.5 Explain the purpose and benefits of keeping other 

people informed about progress 

1.6 Explain the purpose and benefits of letting other 

people know in good time if work plans need to be 

changed 

1.7 Explain the purpose and benefits of recognising and 

learning from mistakes 

1.8 Explain the purpose of guidelines, procedures and 

codes of practice that are relevant to own work 

35 



Date 

Portfolio 

reference 


type 

2.1 Explain the purpose and benefits of setting high 

standards for own work 

2 Understand how to behave 

in a way that supports 

effective working 

2.2 Describe ways of setting high standards for own 

work 

2.3 Describe ways of dealing with pressure arising from 

work tasks 

2.4 Explain the purpose and benefits of accepting 

setbacks and dealing with them 

2.5 Explain the purpose and benefits of being assertive 

and its meaning in work tasks 

2.6 Give examples of work situations where it is 

necessary to be assertive 

2.7 Explain the purpose and benefits of being ready to 

take on new challenges and adapt to change 

2.8 Explain the purpose and benefits of treating others 

with honesty, respect and consideration 

2.9 Describe types of behaviour at work that show 

honesty, respect and consideration and those that 

do not 

2.10 Explain the purpose of helping and supporting 

others at work, and the purpose and benefits of 

doing so 



36

Date 

Portfolio 

reference 


type 

3.1 Negotiate and agree realistic targets and achievable 

timescales for own work 

3 Be able to plan, prioritise 

and be accountable for 

own work 

3.2 Prioritise targets for own work 

3.3 Plan work tasks to make best use of own time, 

effective working methods and available resources 

3.4 Identify and deal with problems occurring in own 

work, using the support of other people if 

necessary 

3.5 Keep other people informed of progress 

3.6 Complete work tasks to agreed deadlines or renegotiate 

timescales and plans in good time 

3.7 Take responsibility for own work and accept 

responsibility for any mistakes made 

3.8 Evaluate results of mistakes made and make 

changes to work and methods, as required 

3.9 Follow agreed work guidelines, procedures and, 

where needed, codes of practice 

37 



Date 

Portfolio 

reference 


type 

4.1 Set high standards for own work and demonstrate 

drive and commitment in achieving these standards 

4 Behave in a way that 

supports effective working 

4.2 Adapt work and working methods to deal with 

setbacks and difficulties 

4.3 Use own needs and rights when necessary to 

achieve work tasks and priorities 

4.4 Look to engage with opportunities, and agree to 

take on new challenge(s) 

4.5 Look for opportunities, and change ways of 

working, to meet new requirements 

4.6 Treat other people with honesty, respect and 

consideration 

4.7 Help and support other people in work tasks 

Learner name: __________________________________________ Date:___________________________ 

Learner signature: _______________________________________ Date:___________________________ 

Assessor signature: ______________________________________ Date:___________________________ 

Internal verifier signature: ________________________________ Date:___________________________ 

(if sampled) 



38

Unit 2: Evaluate and Improve Own 


Environment 


Unit reference number: F/601/2520 




Unit summary 

This unit is about evaluating and improving your own performance in the 

workplace. 



exclusive. 


Outcomes 

Assessment 

Criteria 


1 1.1 – 1.8 Evidence may be supplied via learner 



2 2.1 Evidence may be supplied via observation of 






appraisals 




39


Outcomes 

40 

3 

Assessment 

Criteria 

2.2 

2.4 

2.3 

2.5 


Evidence may be supplied via witness testimony, 





appraisals 


self evaluation 



discussion and inspection of products, using 



appraisals 


3.1 Evidence may be supplied via learner 



3.2 Evidence may be supplied via witness testimony, 





appraisals 


learning plan 

3.3 – 3.4 Evidence may be supplied via learner 

reports/reflective accounts and inspection of 

products, using evidence appropriate to the 

learner’s job role from the following sources: 

appraisals 


learning plans 













41


Date 

Portfolio 

reference 


type 

1.1 Explain the purpose and benefits of continuously 

improving own performance in a business 

environment 

1 Understand how to 

evaluate and improve own 

performance 

1.2 Explain the purpose and value of encouraging and 

accepting feedback from others 

1.3 Describe ways of evaluating own work 

1.4 Explain the purpose and benefits of trying out 

possible improvements to own work 

1.5 Evaluate how learning and development can 

improve own work, benefit organisations, and 

further own career 

1.6 Compare possible career progression routes 

1.7 Describe possible development opportunities 

1.8 Justify the value of developing a learning plan 



42

Date 

Portfolio 

reference 


type 

2.1 Encourage and accept feedback from other people 

2.2 Evaluate own work and use feedback from others to 

identify areas for improvement 

2 Be able to evaluate and 

improve own performance 

using feedback from 

others 

2.3 Identify changes in ways of working needed to 

improve work performance 

2.4 Complete work tasks using changed ways of working 

2.5 Evaluate work completed and changed ways of 

working for improvements and effectiveness 

3.1 Evaluate own performance and identify where 

further learning and development will improve own 

work 

3 Be able to use evaluation 

of own performance to 

agree, develop and use a 

learning plan 

3.2 Agree and develop a learning plan to improve own 

work performance that meets own needs 

3.3 Follow a learning plan for improvement to own 

work 

3.4 Review progress against learning plan and make 

updates for improving own work and further 

learning 

43 







(if sampled) 



44

Unit 3: Work in a Business Environment 


Unit reference number: J/601/2521 




Unit summary 

This unit is about being able to behave and make positive contributions to 

work tasks and procedures, in a business environment, in ways that support 

diversity, reduce waste and improve efficiency, show respect for property 

and security, and which minimise risk. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.7 

2 2.1 – 2.4 

3 3.1 – 3.3 

4 4.1 – 4.6 

5 5.1 – 5.2 

6 6.1 – 6.3 







45


outcomes 

46 

7 

8 

9 

Assessment 

criteria 

7.1 – 7.2 

7.4 












appraisals 


8.1 – 8.2 Evidence may be supplied via observation of 








accounts, case study and inspection of products, 

using evidence appropriate to the learner’s job 

role from the following sources: 

letters 

memos 

emails 

9.1 – 9.5 Evidence may be supplied via witness testimony 

and learner reports/reflective accounts 






letters 

emails 

memos 




outcomes 

Assessment 

criteria 

10 10.1 – 10.2 

11 11.1 

12 

12.1 

12.3 – 12.4 












12.2 Evidence may be supplied via witness testimony 

and learner reports/reflective accounts 


other units including: Units Q301, Q305 









47


Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of supporting other people at 

work 

1.2 Explain the purpose of helping other people to work 

effectively and efficiently 

1 Understand the purpose 

and benefits of respecting 

and supporting other 

people at work 

a for individuals 

b for organisations 

1.3 Explain what is meant by diversity and why it 

should be valued 

1.4 Outline the benefits of diversity to an organisation 

1.5 Explain how to treat other people in a way that is 

sensitive to their needs 

1.6 Explain how to treat other people in a way that 

respects their abilities, background, values, 

customs and beliefs 

1.7 Describe ways in which it is possible to learn from 

others at work 



48

Date 

Portfolio 

reference 


type 

2.1 Outline the purpose and benefits of maintaining 

security and confidentiality at work 

2.2 Outline requirements for security and confidentiality 

in an organisation 


maintain security and 

confidentiality at work and 

deal with concerns 

2.3 Outline legal requirements for security and 

confidentiality, as required 

2.4 Describe procedures for dealing with concerns 

about security and confidentiality in an organisation 

3.1 Describe sources of risk in an organisation, 

including health and safety 

3.2 Explain how to assess and monitor risks in an 

organisation 


assess, manage and 

monitor risk in the 

workplace 

3.3 Describe ways of minimising risk in an organisation 

4.1 Describe the purpose and benefits of keeping 

workplace waste to a minimum 

4.2 Describe the main causes of waste that may occur 

in a business environment 

4 Understand the purpose of 

keeping waste to a 

minimum in a business 

environment, and the 

procedures to follow 

4.3 Describe ways of minimising waste, including using 

technology and other procedures 

4.4 Explain the purpose and benefits of recycling 

4.5 Describe organisational procedures for recycling 

materials, and their purpose 

4.6 Describe ways in which waste may be minimised by 

regularly maintaining equipment 

49 



Date 

Portfolio 

reference 


type 

5.1 Explain the purpose of procedures for the recycling 

and disposal of hazardous materials 

5 Understand procedures for 

disposal of hazardous 

materials 

5.2 Describe procedures for the recycling and disposal 

of hazardous materials for an organisation 

6.1 Explain the benefits to an organisation of improving 

efficiency and minimising waste over time 

6 Understand ways of 

supporting sustainability 


6.2 Describe ways of continuously improving own 

working methods and use of technology to achieve 

maximum efficiency and minimum waste 

6.3 Outline ways of selecting sources of materials and 

equipment that give best value for money 

7.1 Complete work tasks with other people in a way 

that shows respect for 

7 Be able to respect and 

support other people at 

work in an organisation 

a backgrounds 

b abilities 

c values, customs and beliefs 

7.2 Complete work tasks with other people in a way 

that is sensitive to their needs 

7.3 Use feedback and guidance from other people to 

improve own way of working 

7.4 Follow organisational procedures and legal 

requirements in relation to discrimination legislation 

in own work 



50

Date 

Portfolio 

reference 


type 

8.1 Keep property secure, following organisational 

procedures and legal requirements, as required 

8 Be able to maintain 

security and 

confidentiality 

8.2 Keep information secure and confidential, following 

organisational procedures and legal requirements 

8.3 Follow organisational procedures to report concerns 

about security / confidentiality to an appropriate 

person or agency, as required 

9.1 Identify and agree possible sources of risk in own 

work 

9 Be able to assess, manage 

and monitor risk 

9.2 Identify and agree new risks in own work, as 

required 

9.3 Assess and confirm the level of risk 

9.4 Identify and agree ways of minimising risk in own 

work 

9.5 Monitor risk in own work 

9.6 Use outcomes of assessing and dealing with risk to 

make recommendations, as required 

10.1 Complete work tasks keeping waste to a minimum 

10.2 Use technology in own work tasks in ways that 

minimise waste 

10 Be able to support the 

minimisation of waste in 

an organisation 

51 



Date 

Portfolio 

reference 


type 

11.1 Follow procedures for recycling and disposal of 

hazardous materials in own work tasks, as required 

11 Be able to follow 

procedures for the 

disposal of hazardous 

waste in an organisation 

12.1 Follow procedures for the maintenance of 

equipment in own work 

12 Be able to support 

sustainability in an 

organisation 

12.2 Review own ways of working, including use of 

technology, and make suggestions for improving 

efficiency 

12.3 Select and use equipment and materials in own 

work in ways that give best value for money 

12.4 Support other people in ways that maximises their 

effectiveness and efficiency 





(if sampled) 



52


Environment 


Unit reference number: K/601/2527 




Unit summary 

This unit is about being able to select and use information and different 

styles of communication, in order to communicate clearly, accurately and 

effectively, in writing and verbally, with other people in a business 

environment. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.4 

2 2.1 – 2.11 

3 3.1 – 3.8 

4 4.1 – 4.2 

5 5.1 – 5.3 




discussion and questioning. 

6 6.1 Evidence may be supplied via witness testimony, 





information selected. 



53


outcomes 

54 

7 

8 

Assessment 

criteria 

6.2 – 6.6 

6.8 – 6.9 








letters 

emails 

memos 

information formatted. 




7.1 

7.3 

7.2 

7.5 – 7.6 







presentation. 







minutes of meetings. 





evidence appropriate to the learner’s job role. 






feedback received. 

8.2 


reports/reflective accounts. 











55


Date 

Portfolio 

reference 


type 

1.1 Explain the benefits of knowing the purpose of 

communication 


planning communication 

1.2 Explain the reasons for knowing the audience to 

whom communications are presented 

1.3 Explain the purpose of knowing the intended 

outcomes of communications 

1.4 Describe different methods of communication and 

when to use them 



56

Date 

Portfolio 

reference 


type 

2.1 Identify relevant sources of information that may 

be used when preparing written communication 


communicate in writing 

2.2 Explain the communication principles for using 

electronic forms of written communication in a 

business environment 

2.3 Explain different styles and tones of language and 

situations when they may be used for written 

communications 

2.4 Explain the reasons for selecting and using 

language that suits the purpose of written 

communication 

2.5 Describe ways of organising, structuring and 

presenting written information so it meets the 

needs of different audiences 

2.6 Describe ways of checking written information for 

accuracy of content 

2.7 Explain the purpose of accurate use of grammar, 

punctuation and spelling in written communication 

2.8 Explain what is meant by plain English, and why it 

is used 

2.9 Explain the purpose of proofreading and checking 

work 

2.10 Explain the purpose of recognising work that is 

‘important’ and work that is ‘urgent’ 

2.11 Describe organisational procedures for saving and 

filing written communications 

57 



Date 

Portfolio 

reference 


type 

3.1 Describe ways of verbally presenting information 

and ideas clearly 


communicate verbally 

3.2 Explain ways of making contributions to discussions 

that help to achieve objectives 

3.3 Describe ways of adapting verbal contributions to 

suit different audiences, purposes and situations 

3.4 Describe how to use and interpret body language 

3.5 Describe how to use and interpret tone of voice 

3.6 Describe methods of active listening 

3.7 Describe the benefits of active listening 

3.8 Explain the purpose of summarising verbal 

communication 

4.1 Describe ways of getting feedback on whether 

communications achieved their purpose 

4.2 Explain the purpose and benefits of using feedback 

to further develop communication skills 


and value of feedback in 

developing communication 

skills 

5.1 Identify the purpose of communications and the 

audience(s) 

5 Be able to plan 

communication 

5.2 Select methods of communication to be used 

5.3 Confirm methods of communication, as required 



58

Date 

Portfolio 

reference 


type 

6.1 Find and select information that supports the 

purpose of written communications 

6 Be able to communicate in 

writing 

6.2 Present information using a format, layout, style 

and house style suited to the purpose and method 

of written communications 

6.3 Use language that meets the purpose of written 

communications and the needs of the audience 

6.4 Organise structure and present written information 

so that it is clear and accurate, and meets the need 

of different audiences 

6.5 Use accurate grammar, spelling and punctuation, 

and plain English to make sure that meaning of 

written communication is clear 

6.6 Proofread and check written communications and 

make amendments, as required 

6.7 Confirm what is ‘important’ and what is ‘urgent’ 

6.8 Produce written communications to meet agreed 

deadlines 

6.9 Keep a file copy of written communications sent 

59 



Date 

Portfolio 

reference 


type 

7.1 Verbally present information and ideas to others 

clearly and accurately 

7 Be able to communicate 

verbally 

7.2 Make verbal contributions to discussion(s) that suit 

the audience, purpose and situation 

7.3 Use body language and tone to meet the needs of 

the audience, purpose and situation 

7.4 Actively listen to information given by other people, 

and make relevant verbal responses 

7.5 Ask relevant verbal questions to clarify own 

understanding, as required 

7.6 Summarise verbal communication(s) and make 

sure that the correct meaning has been understood 

8.1 Get feedback to confirm whether communication 

has achieved its purpose 

8.2 Use feedback to identify and agree ways of further 

developing own communication skills 

8 Be able to identify and 

agree ways of further 

developing communication 

skills 





(if sampled) 



60

Unit 5: Solve Business Problems 






Unit summary 

This unit is about recognising that there is a problem with the way work is 

being carried out in a business environment and analysing the problem for 

possible causes. 



exclusive. 


Outcomes 

Assessment 

Criteria 

1 1.1 – 1.3 

2 2.1 – 2.5 

3 3.1 – 3.2 

4 4.1 – 4.2 

5 



reports/reflective accounts, professional discussion 

and questioning. 





accounts and inspection of products, using evidence 

appropriate to the learner’s job role from the 

following sources: 

letters 

emails 

memos. 



61


Outcomes 

62 

6 

Assessment 

Criteria 








letters 

emails 

memos. 


and learner reports/reflective accounts. 

6.2 

6.4 – 6.6 

6.8 – 6.9 

6.3 

6.7 

7 7.1 – 7.3 







letters 

emails 

memos. 




other units including: Units Q301, Q302, Q303, Q305, Q306. 










Date 

Portfolio 

reference 


type 

1.1 Describe ways of recognising when a business 

problem exists 

1 Understand business 

problems and their causes 

1.2 Explain how to identify possible causes of business 

problems 

1.3 Describe ways of analysing business problems 

2.1 Describe different ways of planning to solve a 

business problem 

2 Understand techniques for 

solving business problems 

2.2 Describe different ways of solving business 

problems 

2.3 Give reasons for having support and feedback from 

others when problem solving 

2.4 Explain the purpose of regularly reviewing progress 

and adjusting plans during problem solving 

2.5 Describe ways of recognising when a problem has 

been solved 

3.1 Describe the possible effects of organisational 

policies and procedures when solving business 

problems 

3 Understand factors that 

influence solutions to 

business problems 

3.2 Describe the possible effects of legal or regulatory 

requirements when solving business problems 

63 



Date 

Portfolio 

reference 


type 

4.1 Describe ways of evaluating approaches to solving 

business problems 


evaluate approaches to 

solving business problems 

4.2 Describe ways of evaluating solutions to problems 

for effectiveness 

5.1 Recognise a business problem 

5 Be able to recognise and 

analyse business problems 

5.2 Confirm own understanding of a business problem 

5.3 Identify reasons for a business problem 

5.4 Analyse a business problem, getting additional 

information, as required 

5.5 Work with others to agree what the business 

problem is 



64

Date 

Portfolio 

reference 


type 

6.1 Develop and justify an approach for how to solve 

the business problem 

6 Be able to plan and carry 

out own solution to the 


6.2 Develop own plan to solve the business problem 

6.3 Identify ways of deciding when the problem has 

been solved 

6.4 Agree own plan, with others as required 

6.5 Carry out own plan to solve the business problem, 

involving others as required 

6.6 Use support and feedback from others to help reach 

a solution 

6.7 Regularly check progress towards solving the 


6.8 Use feedback and progress reports to adjust the 

plan, as required 

6.9 Confirm that the problem has been solved, with 

others as required 

7.1 Evaluate own approach to solving the business 

problem for its effectiveness 

7 Be able to evaluate own 

solution to the business 

problem 

7.2 Evaluate own solution to the business problem for 

its effectiveness 

7.3 Evaluate alternative approaches and solutions for 

possible effectiveness 

65 







(if sampled) 



66

Unit 6: Work with Other People in a 



Unit reference number: R/601/2523 




Unit summary 

This unit is about working with other people, in a way that achieves agreed 

goals and objectives for the organisation and the team. 



exclusive. 


Outcomes 

Assessment 

Criteria 

1 1.1 – 1.6 

2 2.1 – 2.6 

3 3.1 – 3.3 

4 4.1 – 4.2 

5 5.1 – 5.2 

6 6.1 – 6.2 





7 7.1 – 7.4 Evidence may be supplied via observation of 







67


Outcomes 

68 

8. 

Assessment 

Criteria 

7.5 – 7.8 

7.10 – 7.12 

7.9 

8.1 








letters 

emails 

memos. 

Evidence may be supplied via witness testimony 







letters 

emails 

memos. 







appraisals 

performance reviews. 


other units including: Units Q301, Q302, Q303, Q308. 










Date 

Portfolio 

reference 


type 

1.1 Explain how the organisation works 

1.2 Explain the organisation’s mission and purpose 

1.3 Compare how the organisation works with other 

different types of organisations 


support an organisation’s 

overall mission and 

purpose 

1.4 Explain your main responsibilities, how these fit 

into the organisation’s structure, and how these 

contribute to achieving your organisation’s mission 

1.5 Define policies, procedures, systems and values of 

your organisation relevant to your role 

1.6 Describe when it is appropriate to seek guidance 

from others when unsure about objectives, policies, 

systems, procedures and values 

2.1 Explain the purpose and benefits of working with 

other people to achieve agreed goals and objectives 

2 Understand how to work 

as a team to achieve goals 

and objectives 

2.2 Describe situations in which working with others 

can achieve positive results 

2.3 Explain the purpose and benefits of sharing work 

goals and plans when working with others 

2.4 Describe situations in which team members might 

need support 

2.5 Explain different ways of providing support to teams 

2.6 Explain the purpose and benefits of agreeing 

quality measures within a team 

69 



Date 

Portfolio 

reference 


type 

3.1 Explain when it is essential to communicate with 

the people working within a team 


communicate as a team 

3.2 Compare and contrast different methods of 

communication and when to use them 

3.3 Explain the benefits of effective communication 

within a team 

4.1 Explain the purpose and benefits of acknowledging 

the strengths of others 

4 Understand the 

contribution of individuals 

within a team 

4.2 Explain the purpose and benefits of respecting 

individuals working within a team 

5.1 Explain the types of problems and disagreements 

that may occur when working with others 

5 Understand how to deal 

with problems and 

disagreements 

5.2 Evaluate ways of resolving problems and 

disagreements when working with others 

6.1 Explain the purpose and benefits of giving and 

receiving constructive feedback 


feedback when working as 

a team 

6.2 Explain ways of using feedback to improve 

individual work, the work of others and a team as a 

whole 



70

Date 

Portfolio 

reference 


type 

7.1 Work in a way that supports your organisation’s 

overall mission 

7 Be able to work in a team 

to achieve goals and 

objectives 

7.2 Follow policies, systems and procedures relevant to 

your job 

7.3 Contribute to improving objectives, policies, 

systems, procedures and values in a way that is 

consistent with your role 

7.4 Put your organisation’s values into practice in all 

aspects of your work 

7.5 Seek guidance from others when not sure about 

objectives, policies, systems, procedures and 

values 

7.6 Communicate effectively with other people in a 

team 

7.7 Share work goals, priorities and responsibilities 

with a team 

7.8 Agree work objectives and quality measures with a 

team, to achieve a positive outcome 

7.9 Make sure work goals and objectives are achieved 

in a way that makes best use of all abilities in a 

team 

7.10 Provide support to members of a team, as required 

7.11 Show respect for individuals in a team 

7.12 Make sure the team produces quality work on time 

71 



Date 

Portfolio 

reference 


type 

8.1 Identify problem(s) or disagreement(s) in a team 

8 Be able to deal with 

problems in a team 

8.2 Resolve problem(s) or disagreement(s), referring if 

required 

9.1 Share constructive feedback on achievement of 

objectives with a team 

9 Be able to share feedback 

on objectives in a team 

9.2 Receive constructive feedback on own work 

9.3 Share feedback on achievement of objectives to 

identify improvements in own work, and that of the 

team 





(if sampled) 



72

Unit 7: Contribute to Decision-Making in 



Unit reference number: Y/601/2524 




Unit summary 

This unit is about contributing to the decision-making process made in a 

business environment. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.5 

3 3.1 – 3.6 

4 











information collected 

research carried out. 



73


outcomes 

74 

5 

Assessment 

criteria 

5.1 

5.3 

5.8 








information presented 

letters 

emails. 

memos. 
























Date 

Portfolio 

reference 


type 

1.1 Identify situations where decision-making is 

required 


and process of decisionmaking 

1.2 Explain key stages in the decision-making process 

2.1 Understand the purpose of knowing the context in 

which a decision is being made 


prepare to contribute to 

decision-making 

2.2 Describe the role and responsibilities of a person 

contributing to decision-making 

2.3 Describe possible limitations on a person 

contributing to decision-making 

2.4 Identify sources of information that can be used to 

inform decision-making 

2.5 Explain how to research information to be used to 

inform decision-making 

75 



Date 

Portfolio 

reference 


type 

3.1 Explain the purpose of contributing to meetings and 

other discussions where decisions are being made, 

and ways of doing so 


contribute to decisionmaking 

3.2 Explain how to structure own ideas and information 


other people’s contributions to the decision-making 

process 

3.4 Explain the purpose of listening and responding to 

other people during the decision-making process, 


3.5 Explain how to use evidence, argument, 

questioning and assertiveness to influence 

outcomes 

3.6 Explain the purpose of collective responsibility 

4.1 Identify sources of information needed 

4.2 Research and collect information to add value to 

the decision-making process 

4 Be able to prepare 

contributions to decisionmaking 



76

Date 

Portfolio 

reference 


type 

5.1 Present information to others and develop ideas, 

using accurate and current information 

5 Be able to make 

contributions to decisionmaking 

5.2 Make constructive, relevant and timely 

contributions to meeting(s) or other discussions to 

contribute to making a decision 

5.3 Provide additional information, when asked, to 

contribute to making a decision 

5.4 Contribute to identifying and agreeing criteria for 

making a decision 

5.5 Contribute to structuring ideas and information in a 

way that helps other people understand own ideas 

5.6 Listen to other people’s contributions adapting own 

ideas as necessary 

5.7 Contribute to reviewing information provided for a 

decision to be made 

5.8 Confirm support for an agreed decision 





(if sampled) 

77 



78 




Environment 


Unit reference number: D/601/2525 




Unit summary 

This unit is about preparing for and carrying out straightforward 

negotiations with other parties, in a business environment, in order to reach 

an agreement on an activity or activities that meets the needs of an 

organisation. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.6 

2 2.1 – 2.7 

3 3.1 – 3.2 









79


outcomes 

80 

Assessment 

criteria 

5 5.1 – 5.7 

6 

6.1 








letters 

memos 

emails 








records 


















Date 

Portfolio 

reference 


type 

1.1 Outline the main principles of negotiations 


prepare for negotiations 

1.2 Outline the process of negotiation and how it is 

used in business 

1.3 Outline the purpose of different negotiation 

strategies and techniques 

1.4 Explain the value of understanding the roles of 

other negotiators 

1.5 Explain the purpose of knowing limits of own 

responsibility in negotiations 

1.6 Explain the purpose of having clear objectives for 

negotiations 

81 



Date 

Portfolio 

reference 


type 

2.1 Explain the purpose of being flexible during 

negotiations while seeking to achieve the main 

objectives 


conduct negotiations 

2.2 Explain the purpose of keeping to the brief during 

negotiations 

2.3 Explain the purpose of keeping to own level of 

authority during negotiations 

2.4 Explain the purpose of referring issues to others, as 

required 

2.5 Explain the purpose of keeping goodwill during 

negotiations, and ways of doing so 

2.6 Explain when it might be necessary to withdraw 

from negotiations 

2.7 Explain how to withdraw from negotiations in a way 

that maintains goodwill 

3.1 Explain the purpose of achieving an outcome that 

meets main objectives 


complete negotiations 

3.2 Explain the purpose of keeping an accurate record 

of negotiations, if required 

4.1 Identify objectives to be achieved 

4 Be able to prepare for 

negotiation 

4.2 Identify potential problems in negotiation(s) and 

ways of overcoming them 



82

Date 

Portfolio 

reference 


type 

5.1 Carry out negotiations within limits of own authority 

5 Be able to conduct 

negotiations 

5.2 Make proposals which meet main objectives 

5.3 Use negotiation strategy to obtain results that meet 

minimum or agreed outcomes 

5.4 Clarify other negotiators’ understanding, and 

respond to their queries 

5.5 Suggest solutions to deal with problems, if required 

5.6 Refer the negotiation to others, when required 

5.7 Carry out negotiations in a way that maintains 

goodwill and promotes a positive image of self and 


6.1 Reach an agreement to the satisfaction of all those 

involved in the negotiations, where possible 

6 Be able to complete 

negotiations 

6.2 Maintain records of the negotiations, if required 

6.3 Complete negotiations in a way that maintains 

goodwill and promotes a positive image of self and 


83 







(if sampled) 



84

Unit 9: Supervise a Team in a Business 

Environment 


Unit reference number: H/601/2526 




Unit summary 

This unit is about supervising the work of a team in a business environment 

to make sure that work is planned, carried out, supervised, monitored and 

evaluated for possible improvements in ways of working individually and as 

a team. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.2 

3 3.1 – 3.3 

4 4.1 – 4.6 

5 5.1 – 5.5 







85


outcomes 

86 

7 

Assessment 

criteria 

7.1 

7.4 – 7.5 








letters 

emails 

memos. 




other units including: Units Q301, Q302, Q303, Q304, Q305, Q306, Q307. 










Date 

Portfolio 

reference 


type 


other people to achieve agreed goals and objectives 


and benefits of team work 

1.2 Describe situations in which supervision of others 

can achieve positive outcomes 

2.1 Explain the purpose and benefits of different 

methods of communication with and within teams, 

and when to use them 


communication in teams, 

and how to do so 

2.2 Explain when it is essential to communicate with 

others in a team 

3.1 Describe the purpose and benefits of agreeing work 

goals and plans with a team, and how to do so 


planning work with teams, 

and how to do so 

3.2 Explain how to schedule activities and resources for 

a team 

3.3 Explain the purpose and benefits of agreeing 

quality measures and timescales with a team, and 

how to do so 

87 



Date 

Portfolio 

reference 


type 

4.1 Explain the purpose and benefits of recognising the 

strengths of individuals in a team and of balancing 

abilities in a team 

4 Understand the value of 

people in a team and how 

to respect and support 

them 

4.2 Describe ways of giving work to teams so the best 

use is made of strengths and abilities 

4.3 Explain the benefits of diversity in teams 


others 

4.5 Describe situations in which team members might 

need support and how to provide this 

4.6 Describe the types of problems and disagreements 

that may occur when working with a team and how 

to resolve them 

5.1 Describe the purpose of work assessment 

5.2 Explain how to assess the work of teams and team 

members 


and benefits of assessing 

and evaluating the work of 

a team and how to do so 

5.3 Explain the purpose and benefits of giving 

opportunities to team members to assess their own 

work 

5.4 Explain the purpose and benefits of giving and 

receiving constructive feedback, and how to do so 

5.5 Explain how to make use of feedback to improve 

the work of others and the work of the team as a 

whole 



88

Date 

Portfolio 

reference 


type 

6.1 Communicate with people in a team during work 

activities 

6 Be able to supervise a 

team 

6.2 Supervise work goals and plan work objectives, 

priorities and responsibilities for a team and 

individuals 

6.3 Identify, agree and supervise opportunities for 

others to work to achieve agreed outcomes 

6.4 Schedule activities and resources 

6.5 Allocate work tasks and supervise best use of 

abilities within a team 

6.6 Agree quality measures and timescales for a team 

6.7 Provide support to members of a team, as required 

6.8 Show respect for individuals in a team 

6.9 Supervise production of work to agreed quality 

standards and timescales 

6.10 Identify and solve problems and disagreements, or 

refer if necessary 

89 



Date 

Portfolio 

reference 


type 

7.1 Assess and evaluate the work of a team and 

individuals to identify strengths and areas for 

improvement 

7 Be able to assess, 

evaluate and improve the 

work of a team 

7.2 Make sure team members have opportunities to 

assess their own work for strengths and areas for 

improvement 

7.3 Share feedback and outcomes of assessing work 

with individuals and a team 

7.4 Make and agree suggestions for improving the work 

of individuals and a team 

7.5 Make sure individuals and a team are encouraged 

to improve work as an outcome of assessing work 





(if sampled) 



90

Unit 10: Supervise an Office Facility 


Unit reference number: T/601/2546 




Unit summary 

This unit is about supervising an office facility to make sure that the 

systems and procedures, facilities and equipment needed for the smooth 

running of the office are in place, and reviewing use for possible changes 

and new needs. It is also about maintaining and supervising the use of 

facilities and equipment, following health, safety and security procedures, 

making arrangements for repairs as needed, and giving advice and 

guidance to users. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.8 

2 2.1 – 2.3 

3 3.1 – 3.3 


Evidence may be supplied via candidate 





91


outcomes 

92 

4 

Assessment 

criteria 



professional discussion, candidate 




office facilities guides produced for users 

office system reports 

purchase orders 

receipts 

records of communications and meetings 

requisition forms 


workplace activities, witness testimony and 

inspection of products, using evidence appropriate 

to the learner’s job role from the following 

sources: 



receipts 


requisition forms 





sources: 

equipment usage logs 


office issues / problems logs 

office monitoring records 



staff training programmes 




outcomes 

Assessment 

criteria 

4.4 

4.9 






sources: 




office systems reports 










records of communications and meetings. 







equipment repair logs 

office issues/problems logs 



receipts 


requisition forms. 



93


outcomes 

94 

Assessment 

criteria 






sources: 

continuous professional development records 

office issues/problem logs 

personal development plans 






sources: 




risk assessment records. 





sources: 









office issues/problems logs 

office systems reports 





outcomes 

Assessment 

criteria 



and inspection of products, using evidence 

appropriate to the learner’s job role from the 

following sources: 

continuous professional development records 

equipment usage logs 



personal development plans 



other units including: Units Q301, Q303, Q304, Q305, Q308, Q328. 









95


Date 

Portfolio 

reference 


type 

1.1 Explain the purpose and benefits of providing and 

maintaining an office facility that meets the needs 

of its users in line with agreed budgets 

1.2 Describe a range of facilities, equipment and 

resources for an office, and what they can be used 

for 


provide, maintain and 

supervise an office facility 

that meets the needs of 

its users 

1.3 Explain the purpose and benefits of identifying and 

regularly reviewing the needs of office users and 

ways of doing so 

1.4 Explain the purpose of having office systems and 

procedures 

1.5 Describe systems and procedures for an office 

within own area of responsibility 

1.6 Explain the purpose and benefits of building 

relationships with suppliers and ways of doing so 

1.7 Explain the purpose of giving users information, 

guidance and support for following office systems 

and procedures, and for using facilities and 

equipment 

1.8 Explain the purpose and benefits of monitoring 

office facilities and identify the types of activities to 

monitor 



96

Date 

Portfolio 

reference 


type 

2.1 Explain how to identify repairs needed to the 

facilities and equipment of an office 

2.2 Describe procedures for dealing with repairs needed 


with repairs and problems 

when supervising office 

facilities and equipment 

2.3 Explain the types of problems that arise with the 

use and supervision of office facilities and 

equipment, and how to deal with them 

3.1 Explain why health, safety and security are 

important in an office environment 


health, safety and security 

requirements in an office 

3.2 Describe the main health, safety and security 

requirements that are important in an office 

environment 

3.3 Identify health, safety and security requirements 

for an office, including its facilities and equipment 

97 



Date 

Portfolio 

reference 


type 

4.1 Identify, agree and provide facilities and equipment 

for an office to meet the needs of users, in line with 

agreed budgets 

4 Be able to supervise an 

office facility 

4.2 Maintain facilities and equipment for an office to 

meet the needs of users 

4.3 Supervise and monitor use of facilities and 

equipment for an office 

4.4 Use and review the facilities, systems and 

procedures of an office, reporting changes in 

requirements, as needed 

4.5 Make sure the equipment in an office is working 

correctly 

4.6 Identify repairs needed to the facilities and 

equipment in an office and deal with or refer, as 

required 

4.7 Maintain relationships with suppliers and look for 

opportunities to develop relationships 

4.8 Make contributions to the review of an office 

environment in line with health, safety and security 

policy 

4.9 Deal with problems with facilities and equipment in 

an office, or refer as required 

4.10 Provide information and guidance to users on the 

facilities and equipment in an office 



98

Date 

Portfolio 

reference 


type 

4.11 Explain priorities for the supply, maintenance and 

use of office facilities and equipment to users, as 

required 

4.12 Monitor the use of office facilities 





(if sampled) 

99 



100 



Unit 11: Contribute to Running a Project 






Unit summary 

This unit is about contributing to achieving a project’s agreed aims and 

objectives as it impacts on stakeholders. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.8 

2 2.1 – 2.7 

3 3.1 – 3.3 

4 4.1 – 4.2 

4.4 











letters 

emails 

memos 




101


outcomes 

102 

Assessment 

criteria 

5 5.1 

5.5 








letters 

emails 

memos 

specifications. 







letters 

emails 

memos 

critical path analysis 

GANTT charts. 







letters 

emails 

memos 

risks identified 

contingency plans. 









outcomes 

Assessment 

criteria 

5.2 

5.6 








letters 

emails 

memos 








letters 

emails 

memos 

minutes of meetings 

adapted plans. 

5.4 

5.7 







letters 

emails 

memos 


reports. 



103


outcomes 

104 

6 

Assessment 

criteria 








letters 

emails 

memos 








letters 

emails 

memos 


reports. 


other units including: Units Q301, Q302, Q303, Q304, Q305, Q306, Q307, 

Q308. 










Date 

Portfolio 

reference 


type 

1.1 Describe the difference between routine work and 

taking part in a project 


contribute to agree to a 

project brief 

1.2 Explain the advantages and disadvantages of using 

projects and when projects are appropriate 

1.3 Explain the project-planning methodologies 

appropriate to the types of projects run and the 

tools that can be used to assist project planning 

and control 

1.4 Explain the purpose and benefits of identifying 

stakeholders involved in the project 

1.5 Explain the purpose of contributing to agreeing a 

project’s purpose, scope, timescale, costs, aims and 

objectives 

1.6 Explain the purpose of agreeing a budget for a 

project 

1.7 Describe how to estimate types and quantity of 

resources needed to run a project 

1.8 Describe how to identify project risks and develop 

contingency plans, if required 

105 



Date 

Portfolio 

reference 


type 

2.1 Describe the types of information needed to 

monitor projects and the methods that can be used 

to give information 


contribute to a project 

2.2 Describe how to estimate and control resources in 

an area of work during a project 

2.3 Explain the purpose of reporting own progress 

during a project 

2.4 Outline reasons for seeking advice in response to 

unexpected events 

2.5 Explain the purpose and benefits of contributing 

towards achieving projects within agreed timescales 

2.6 Explain the purpose and benefits of keeping records 

of all project activity within the scope of own work 

2.7 Describe different ways of communicating with 

those involved in or affected by a project to make 

sure it runs smoothly 

3.1 Describe different types of methods available to 

monitor projects 


contributing to the 

evaluation of a project 

3.2 Explain the purpose of making own contributions 

when evaluating projects 

3.3 Describe how to learn lessons for the future for own 

work 



106

Date 

Portfolio 

reference 


type 

4.1 Confirm the purpose of the project with all 

stakeholders 

4 Be able to contribute to 

preparing and planning a 

project 

4.2 Confirm project scope, timescale, aims and 

objectives 

4.3 Contribute to the preparation of a project 

specification 

4.4 Confirm all types of resources for all stakeholders 

4.5 Confirm with all stakeholders the project plan and 

timed use of all types of resources for an area of 

work 

4.6 Contribute to identifying risks and develop 

contingency plans for an area of work 

5.1 Implement a project 


running a project 

5.2 Communicate with all stakeholders involved with or 

affected by a project 

5.3 Adapt project plans for stakeholders to respond to 

unexpected events and risks 

5.4 Provide interim reports on project progress to 

relevant stakeholders 

5.5 Achieve required outcomes for relevant 

stakeholders on time and to budget 

5.6 Seek advice in response to unexpected events, if 

required 

5.7 Keep records of project activity 

107 



Date 

Portfolio 

reference 


type 

6.1 Evaluate project for all stakeholders 

6.2 Report on the degree to which a project met its 

aims and objectives for all stakeholders 


evaluating the outcomes 

of a project 

6.3 Report on project strengths and areas for 

improvement for all stakeholders 





(if sampled) 



108

Unit 12: Produce Documents in a Business 

Environment 






Unit summary 

This unit is about preparing high quality and attractive documents to agreed 

layouts, formats, styles to meet agreed deadlines. 

Forbidden combination 

This unit must not be taken with Unit 17: Design and Produce Documents in 

a Business Environment (M/601/2531). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.3 

3 3.1 – 3.7 











letters 

emails 

memos. 



109


outcomes 

110 

5 

Assessment 

criteria 

5.1 – 5.3 

5.8 

5.4 – 5.7 

5.9 – 5.10 













documents produced. 












Date 

Portfolio 

reference 


type 

1.1 Outline different types of documents that may be 

produced and the different styles that could be 

used 


producing high quality and 

attractive documents in a 


1.2 Describe different formats in which text may be 

presented 

1.3 Explain the purpose and benefits of producing high 

quality and attractive documents 

2.1 Describe the types of resources available for 

producing high quality and attractive documents 

2.2 Outline ways of using different resources to 

produce documents 

2 Know the resources and 

technology available and 

how to use them when 

producing documents in a 


2.3 Describe different types of technology available for 

inputting, formatting and editing text, and their 

main features 

111 



Date 

Portfolio 

reference 


type 

3.1 Explain the benefits of agreeing the purpose, 

content, style, and deadlines for producing 

documents 


following procedures when 

producing documents in a 


3.2 Outline different ways of organising content needed 

for documents 

3.3 Outline ways of integrating and laying out text and 

non-text 

3.4 Describe ways of checking finished documents for 

accuracy – including spelling, grammar and 

punctuation – and correctness, and the purpose of 


3.5 Explain the purpose of storing documents safely 

and securely, and ways of doing so 

3.6 Explain the purpose of confidentiality and data 

protection when preparing documents 

3.7 Explain the purpose and benefits of meeting 


4.1 Confirm the purpose, content, style and deadlines 

for documents 


tasks 



112

Date 

Portfolio 

reference 


type 

5.1 Prepare resources needed to produce documents 

5.2 Organise the content required to produce 

documents 

5 Be able to produce 

documents to agreed 

specifications 

5.3 Make use of technology, as required 

5.4 Format and produce documents to an agreed style 

5.5 Integrate non-text objects into an agreed layout, if 

required 

5.6 Check texts for accuracy 

5.7 Edit and correct texts, as required 

5.8 Clarify document requirements, when necessary 

5.9 Store documents safely and securely following 

organisational procedures 

5.10 Present documents to the required format and 

within the agreed deadlines 

113 







(if sampled) 



114



Unit reference number: A/601/2483 




Unit summary 

This unit is about preparing different types of text from own notes and 

notes written by other people to meet agreed timescales. 

Forbidden combinations 

This unit must not be taken with the units: 

Unit 14: Prepare Text from Notes Using Touch Typing (40 wpm) 

(F/601/2484) 

Unit 18: Prepare Text from Notes Using Touch Typing (60 wpm) 

(T/601/2532). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.6 











letters 

emails 

memos. 



115


outcomes 

116 

4 

Assessment 

criteria 

4.1 – 4.2 

4.4 – 4.7 















letters 

emails 

memos. 












Date 

Portfolio 

reference 


type 

1.1 Describe different types of documents that may be 

produced from notes and the formats to be followed 

1 Understand preparing text 

from notes 

1.2 Explain the difference between producing text from 

own notes and producing text from others’ notes 

2.1 Explain the benefits of agreeing the purpose, 

format and deadline for preparing text from notes 

2.2 Explain the purpose of accuracy – including 

spelling, grammar and punctuation – when 

preparing text from notes 


and benefits of following 

procedures when 



accuracy and correctness, and the purpose of doing 

so 

2.4 Explain the purpose of storing text and notes safely 



protection when preparing text from notes 



3.1 Agree the purpose, format and deadlines for texts 

3 Be able to prepare for text 

from notes 

117 



Date 

Portfolio 

reference 


type 

4.1 Input text using keyboard skills 

4 Be able to prepare text 

from notes 

4.2 Format text to agreed style and layout, making 

efficient use of available technology 

4.3 Clarify text requirements when necessary 

4.4 Read and check texts for accuracy 


4.6 Store texts and original notes safely and securely 

following organisational procedures 

4.7 Produce texts to the required format and within 

agreed deadlines 





(if sampled) 



118

Unit 14: Prepare Text from Notes Using 

Touch Typing (40 wpm) 






Unit summary 

This unit is about preparing different types of text using touch typing at a 

minimum speed of 40 words per minute. 



Unit 13: Prepare Text from Notes (A/601/2483) 

Unit 18: Prepare Text from Notes using Touch Typing (60 wpm) 

(T/601/2532). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.6 







119


outcomes 

120 

Assessment 

criteria 








letters 

emails 

memos. 

4 

4.1 – 4.2 

4.4 – 4.7 















letters 

emails 

memos. 









Date 

Portfolio 

reference 


type 


produced from notes and the formats to be followed 

1 Understand the task of 


using touch typing 

1.2 Describe different forms in which texts may be 

presented 



2.1 Explain the value and benefits of agreeing the 

purpose, format and deadline for delivering text 

2.2 Explain the purpose of accuracy – including 


preparing text typed from notes 




preparing text using touch 

typing 


accuracy and correctness 

2.4 Explain the purpose of storing text and original 

notes safely and securely, and ways of doing so 



2.6 Explain the purpose of meeting deadlines 



tasks 

121 



Date 

Portfolio 

reference 


type 

4.1 Input texts using touch typing to a minimum speed 

of 40 words per minute 

4 Be able to produce texts 


4.2 Format texts to agreed style and layout making 

efficient use of available technology 






4.7 Present texts to the required format, within the 






(if sampled) 



122

Unit 15: Prepare Text from Shorthand (60 

wpm) 






Unit summary 

This unit is about preparing different types of text from shorthand notes, 

where the notes are taken at a minimum speed of 60 words per minute. 


This unit must not be taken with Unit 19: Prepare Text from Shorthand (80 

wpm) (A/601/2533). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.5 











letters 

emails 

memos. 



123


outcomes 

124 

4. 

Assessment 

criteria 









shorthand notes. 



professional discussion and learner 

















Date 

Portfolio 

reference 


type 


produced from shorthand and the formats to be 

followed 


preparing text from 

shorthand 


presented 


purpose, format and deadline for preparing texts 

from shorthand 


and value of following 








2.3 Explain the purpose of storing texts and original 

shorthand notes safely and securely, and ways of 



protection when preparing texts from shorthand 

notes 



3.1 Agree the purpose, format, and deadlines for 

preparing texts from shorthand 


tasks, and use shorthand 

to take dictation 

3.2 Take dictation using shorthand at a minimum speed 


125 



Date 

Portfolio 

reference 


type 

4.1 Clarify text requirements, when necessary 



4.2 Input and format texts to an agreed format from 

shorthand notes 

4.3 Make efficient use of technology, as required 



4.6 Store texts and original shorthand notes safely and 

securely following organisational procedures 

4.7 Present texts to the required format and within the 






(if sampled) 



126








Unit summary 

This unit is about preparing different types of text from audio recordings, 

where the recording is made at a minimum speed of 40 words per minute. 


This unit must not be taken with Unit 20: Prepare Text from Recorded Audio 

Instruction (60 wpm) (F/601/2534). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.5 

3 3.1 

3.4 











letters 

emails 

memos. 



127


outcomes 

128 

Assessment 

criteria 

3.2 – 3.3 

3.5 – 3.8 


















Date 

Portfolio 

reference 


type 


produced from recorded audio and the formats to 

be followed 



recorded audio instruction 


presented 

1.3 Describe the different types of technology that are 

available for playing back recordings and their main 

features 



from recorded audio instruction 










2.3 Explain the purpose of storing texts and original 

recordings safely and securely, and ways of 



protection when preparing texts from recorded 

audio 



129 



Date 

Portfolio 

reference 


type 

3.1 Agree the purpose, format, and deadlines for texts 


from audio recordings 

3.2 Input text from audio recordings at a minimum 

speed of 40 words per minute 

3.3 Format texts to agreed format making efficient use 

of available technology 




3.7 Store texts and original recordings safely and 








(if sampled) 



130

Unit 17: Design and Produce Documents in 



Unit reference number: M/601/2531 




Unit summary 

This unit is about designing and preparing high quality and attractive 

documents to agreed layouts, formats and styles. 


This unit must not be taken with Unit 12: Produce Documents in a Business 

Environment (T/601/2482). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.3 

3 3.1 – 3.7 







131


outcomes 

132 

4 

Assessment 

criteria 

4.1 

4.9 








letters 

emails 

memos. 






4.5 – 4.8 

4.10 – 4.11 



















Date 

Portfolio 

reference 


type 


designed and produced and the different styles that 

could be used 


and value of designing 

and producing high quality 

and attractive documents 

1.2 Describe different formats in which text may be 

presented 

1.3 Explain the purpose and benefits of designing and 

producing high quality and attractive documents 

2.1 Describe the types of resources needed to design 

and produce high quality and attractive documents 

2.2 Explain the purpose and benefits of using different 

types of resource to design and produce high 

quality and attractive documents 

2 Know the resources 

available to design and 

produce documents and 

how to use them 

2.3 Describe different types of technology available for 

inputting, formatting and editing text, and their 


133 



Date 

Portfolio 

reference 


type 


purpose, content, style, and deadlines for the 

design and production of documents 

3.2 Describe ways of researching and organising 

content needed for documents 




designing and producing 

documents 

3.3 Describe ways of integrating and laying out text 

and non-text 





3.5 Explain the purpose of storing documents safely 



protection when preparing documents 





134

Date 

Portfolio 

reference 


type 

4.1 Agree the purpose, content, style and deadlines for 

documents 

4 Be able to design and 

produce documents to 

agreed specifications 

4.2 Identify and prepare resources needed to design 

and produce documents 

4.3 Research and organise the content required for 

documents 

4.4 Make appropriate and efficient use of technology, 

as required 

4.5 Design, format and produce documents to an 

agreed style 

4.6 Integrate non-text objects into an agreed layout, if 

required 

4.7 Check texts and objects for accuracy 

4.8 Edit and correct texts and objects as required 

4.9 Clarify document requirements, if necessary 

4.10 Store documents safely and securely following 


4.11 Present documents to the required format, and 

within the agreed deadlines 

135 







(if sampled) 



136

Unit 18: Prepare Text from Notes Using 

Touch Typing (60 wpm) 






Unit summary 

This unit is about preparing different types of text using touch typing at a 




Unit 13: Prepare Text from Notes (A/601/2483) 

Unit 14: Prepare Text from Notes using Touch Typing (40 wpm) 

(F/601/2484) 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.6 







137


outcomes 

138 

Assessment 

criteria 








letters 

emails 

memos. 

4 

4.1 – 4.2 

4.4 – 4.7 














letters 

emails 

memos. 












Date 

Portfolio 

reference 


type 


produced from notes and the format to be followed 





presented 




purpose, format and deadline for texts 

2.2 Explain the benefits of accuracy – including 


preparing typed text from notes 




preparing text using touch 

typing 


accuracy and correctness, and the purpose of doing 

so 


notes safely and securely, and ways of doing so 







tasks 

139 



Date 

Portfolio 

reference 


type 

4.1 Input texts using touch typing to a minimum speed 


4.2 Format texts to agreed format making best use of 

available technology 


using touch typing at a 

minimum speed of 60 

wpm 












(if sampled) 



140

Unit 19: Prepare Text from Shorthand (80 

wpm) 






Unit summary 

This unit is about preparing different types of text from shorthand notes at 



This unit must not be taken with Unit 15: Prepare Text from Shorthand (60 

wpm) (J/601/2485) 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.5 











letters 

emails 

memos. 



141


outcomes 

142 

4 

Assessment 

criteria 








shorthand notes. 























Date 

Portfolio 

reference 


type 


produced from shorthand and the formats to be 

followed 




1.2 Describe different forms in which shorthand texts 

may be presented 


purpose, format and deadline for texts prepared 












shorthand notes safely and securely, and ways of 



protection when preparing text from shorthand 

notes 




3.2 Take dictation using shorthand at a minimum of 80 

words per minute 


tasks, and use shorthand 

to take dictation 

143 



Date 

Portfolio 

reference 


type 

4.1 Get clarification of points as required 



4.2 Input and format texts to an agreed format from 

shorthand notes 

4.3 Make efficient use of technology, as required 



4.6 Store texts and original shorthand notes safely and 








(if sampled) 



144








Unit summary 

This unit is about preparing different types of text from audio recoding at a 



This unit must not be taken with Unit 16: Prepare Text from Recorded Audio 

Instruction (40 wpm) (L/601/2486) 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.5 







145


outcomes 

146 

3 

Assessment 

criteria 

3.1 

3.4 

3.2 – 3.3 

3.5 – 3.8 








letters 

emails 

memos. 



















Date 

Portfolio 

reference 


type 


produced from recorded audio and the formats to 

be followed 





presented 

1.3 Describe the different types of technology that are 

available for playing back recordings and their main 

features 



from recorded audio instruction 











recordings safely and securely, and ways of doing 

so 


protection when preparing text from recorded audio 



147 



Date 

Portfolio 

reference 


type 


prepared from audio recordings 


from audio recordings 

3.2 Input text from an audio recording at a minimum 

speed of 60 words per minute 

3.3 Format texts to agreed format making best use of 

available technology 




3.7 Store texts and original recording safely and 








(if sampled) 



148

Unit 21: Support the Organisation of an 

Event 






Unit summary 

This unit is about supporting the organisation of an event. 


This unit must not be taken with Unit 25: Plan and Organise an Event 

(R/601/2540). 



exclusive. 


outcomes 

Assessment 

criteria 











letters 

emails 

memos. 



149







150 




Date 

Portfolio 

reference 


type 

1.1 Describe the role and responsibilities required when 

supporting the organisation of an event 

1.2 Identify a range of support activities that may be 

required when supporting the organisation of an 

event 

1 Understand the role and 

purpose of providing 

support with the 

organisation of an event 

1.3 Identify the purpose and value of giving assistance 

with organising an event 

1.4 Describe the different types of events and their 


1.5 Describe the types of risks associated with events 

and how to minimise these 

1.6 Outline the types of information that delegates will 

need 

1.7 Explain how to identify suitable venues for different 

types of events 

1.8 Describe the types of resources needed to prepare 

for different types of events 

1.9 Outline the different special requirements that 

delegates may have and how to meet these 

1.10 Describe the health, safety and security 

requirements that need to be considered when 

organising events 

151 



Date 

Portfolio 

reference 


type 

2.1 Contribute to the organisation of an event by: 


organisation of an event 

a supporting the implementation of the plan for 

the event to meet agreed objectives 

b identifying resources and support needed for 

organising an event 

c identifying and costing suitable venues 

d arranging resources and production of event 

materials 

e preparing and sending of invitations to 

delegates 

f co-ordinating delegate responses 

g liaising with the venue to confirm event 

requirements 

h providing delegates with joining instructions 

and event materials 

i rehearsing arrangements to make sure the 

event runs smoothly, if required 

j following all legal and contractual requirements 

k following the relevant health, safety and 

security requirements for the event 



152





(if sampled) 

153 



154 



Unit 22: Support the Co-ordination of an 

Event 






Unit summary 

This unit is about supporting the co-ordination and delivery of an event. 


This unit must not be taken with Unit 26: Co-ordinate an Event 

(Y/601/2541). 



exclusive. 


outcomes 

Assessment 

criteria 











letters 

emails 

memos 

evaluation reports. 



155







156 




Date 

Portfolio 

reference 


type 

1.1 Describe the range of support activities that may be 

required when supporting the co-ordination of an 

event 

1 Understand the role and 

purpose of supporting the 

co-ordination of an event 

1.2 Identify the responsibilities involved in supporting 

the co-ordination of an event 


during events and how to deal with these 

1.4 Describe the points to observe when clearing and 

vacating an event 

1.5 Describe the types of follow-up activities that may 

be required to carry out the co-ordination of an 

event 

157 



Date 

Portfolio 

reference 


type 

2.1 Contribute to the co-ordination of an event by: 

2 Be able to support the coordination 

of an event 

a preparing the venue and making sure all 

necessary resources and supporting activities 

are in place 

b arranging resources during an event, in line 

with agreed plans 

c helping delegates to feel welcome 

d meeting delegates’ needs throughout an event 

e resolving or referring problems, as required 

f liaising with the management of the venue to 

make sure facility resources are in place 

g clearing and vacating the venue according to 

the terms of the contract 

h preparing and circulating papers, or completing 

other follow-up actions following the event, if 

required 





(if sampled) 



158



Accommodation 






Unit summary 

This unit is about supporting the delivery of business travel or 

accommodation arrangements following instruction from the organiser or 

traveller(s). 


This unit must not be taken with Unit 28: Organise Business Travel or 

Accommodation (H/601/2543). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.9 

2 2.1 







159


outcomes 

160 

3 

Assessment 

criteria 








letters 

emails 

memos 

briefs 

budgets. 

3.2 – 3.5 

3.7 – 3.9 








letters 

emails 

memos. 







records. 









Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of obtaining and confirming 

instructions for arranging business travel or 

accommodation 


confirming a brief and 

budget for business travel 

or accommodation 

1.2 Explain the purpose and benefits of confirming the 

requirements of a brief and budget for business 

travel or accommodation arrangements 

1.3 Explain the purpose of following the requirements 

of a brief and budget for business travel or 

accommodation arrangements 

1.4 Describe how to support the organisation of 

business travel or accommodation to meet 

expectations 

1.5 Describe the main types of business travel or 

accommodation arrangements that may need to be 

made and the procedures to follow 

1.6 Describe how to obtain best value for money when 

making business travel or accommodation 

arrangements 

1.7 Describe how to keep records of business travel or 


1.8 Outline the documents and information to provide 

to the person who is travelling and how to obtain 

these 

161 



Date 

Portfolio 

reference 


type 

1.9 Describe the types of problems that may occur with 

business travel or accommodation arrangements 

and the correct procedures to follow in order to 

deal with these problems 

2.1 Describe sources of information, and the facilities 

available, for making business travel or 


2 Know the sources of 

information and facilities 

available to make 

business travel or 

accommodation 

arrangements 



162

Date 

Portfolio 

reference 


type 

3.1 Confirm the brief and budget for business travel or 


3.2 Check a draft itinerary and schedule with organiser 

or traveller(s) 


organisation with business 

travel or accommodation 

arrangements 

3.3 Identify suitable business travel or accommodation 

options 

3.4 Book suitable business travel or accommodation 

arrangements, following instructions: 

a to meet the brief and budget using available 

sources of information and facilities 

b obtaining best value for money 

c making payment or agreeing payment 

arrangements 

3.5 Obtain confirmations, and collate documents for 

business travel or accommodation arrangements 

3.6 Maintain records of business travel or 

accommodation arranged 

3.7 Provide the organiser or traveller(s) with an 

itinerary and required documents in good time 

3.8 Confirm with the organiser or traveller(s) that 

itinerary and documents meet requirements 

3.9 Resolve or refer problems to the appropriate person 

163 







(if sampled) 



164


Meetings 






Unit summary 

This unit is about supporting the planning and organisation of meetings. 


This unit must not be taken with Unit 27: Plan and Organise Meetings 

(D/601/2542). 



exclusive. 


outcomes 

Assessment 

criteria 





2 2.1 

2.3 – 2.6 







letters 

emails 

memos 

event documentation. 



165


outcomes 

166 

3 

Assessment 

criteria 








letters 

emails 

memos 

budgets. 

2.7 

2.9 












records. 












letters 

emails 

memos. 











167


Date 

Portfolio 

reference 


type 

1.1 Describe the role and responsibilities for supporting 

the organiser of the meeting 

1.2 Describe different types of meetings and their main 

features 


arrangements to be made 

to support the planning 

and organising of 

meetings 

1.3 Describe how to help plan meetings to meet agreed 

aims and objectives 

1.4 Describe the types of resources that may be 

needed for different types of meetings 

1.5 Describe health, safety and security arrangements 

to follow when organising meetings 

1.6 Explain the purpose of following the agreed brief, 

plan and the resources required for arranging a 

meeting 

1.7 Identify the sources and types of information and 

services needed to arrange a meeting 

1.8 Describe how to help the meeting organiser during 

the meeting 

1.9 Describe the organisational procedures for clearing 

and vacating a meeting room 



168

Date 

Portfolio 

reference 


type 

2.1 Confirm the purpose and venue of a meeting 

2 Be able to prepare for a 


2.2 Confirm a budget for a meeting, if required 

2.3 Organise and confirm venue, equipment and 

catering requirement, if required 

2.4 Invite attendees and confirm attendance 

2.5 Collate and dispatch papers for a meeting within 

agreed timescales 

2.6 Make sure attendees’ needs are met 

2.7 Make sure equipment and layout of the rooms 

meets the meeting brief 

2.8 Keep records of arrangements made and services 

used 

2.9 Attend to any requirements during the meeting as 

directed by the meeting organiser 

3.1 Follow organisation procedures for clearing a 

meeting room 

3 Be able to follow up a 


3.2 Circulate a meeting record to agreed timescales 

3.3 Make sure arrangements for payments have been 

met, if required 

3.4 Contribute to the evaluation of arrangements made 

for meetings, as required 

169 







(if sampled) 



170







Unit summary 

This unit is about planning and organising an event. 


This unit must not be taken with Unit 21 Support the Organisation of an 

Event (L/601/2505). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.6 

2 2.1 

3 3.1 – 3.3 











letters 

emails 

memos 

briefs 

budgets. 



171


outcomes 

172 

Assessment 

criteria 








letters 

emails 

memos 

plans. 







letters 

emails 

memos 

event packs 

training schedules. 












Date 

Portfolio 

reference 


type 

1.1 Explain the purpose and benefits of planning an 

event 

1 Understand the role of an 

event organiser in 

planning an event 

1.2 Explain the role of the event organiser in: 

– a meeting the objectives of the event 

– b agreeing a brief and budget for the event 

1.3 Identify and evaluate the types of risks associated 

with events and explain how to minimise these 

1.4 Explain the purpose and benefits of a contingency 

plan for an event 


when organising an event and how to solve them 

1.6 Categorise different types of events and their main 

features 

173 



Date 

Portfolio 

reference 


type 

2.1 Explain the role of the event organiser in 

a anticipating and planning for all delegate 

provision and needs before and during the 

event, including investigating and providing for 

any special requirements 


arrangements to be made 

when planning and 

organising an event 

b meeting relevant health, safety and security 

arrangements 

c meeting legal and organisational requirements 

for contracts 

d organising resources and the production of 

event materials 

e the types of activities and resources that may 

be needed during an event 

f liaison with the venue and the supporting team 

to make sure all requirements are met and 

roles are understood 

3.1 Identify and evaluate different types of venue in 

terms of suitability for events and costs 

3.2 Describe a range of resources that may be needed 

for events and illustrate how they may be used 

3 Understand the different 

types of venues and 

resources needed for 

different types of events 

3.3 Identify examples, and explain the purpose and 

benefits of selection criteria when choosing a venue 

and resources for an event 



174

Date 

Portfolio 

reference 


type 

4.1 Agree an event brief and budget 

4 Be able to plan and 

organise an event 

4.2 Agree a plan for an event, which will meet agreed 

objectives and address any identified risks and 

contingencies 

4.3 Identify and agree resources and support needed 

for organising an event 

4.4 Agree requirements for venue(s) 

4.5 Identify venue and agree costings 

4.6 Liaise with the venue to confirm event 

requirements and / or any special delegate 

requirements 

4.7 Agree requirements for resources 

4.8 Co-ordinate resources and production of event 

materials 

4.9 Make sure arrangements are in place for the event 

to meet relevant health, safety and security 

requirements 

4.10 Make sure legal and organisational requirements for 

contracts are met 

4.11 Make sure that all those involved are briefed and 

trained to fulfil their roles 

4.12 Delegate functions to the event team as required 

4.13 Make arrangements for rehearsals to make sure the 

event runs smoothly, if required 

4.14 Make sure invitations are sent out to delegates 

175 



Date 

Portfolio 

reference 


type 

4.15 Manage delegate responses 

4.16 Prepare joining instructions and event materials to 

be sent to delegates 





(if sampled) 



176







Unit summary 

This unit is about co-ordinating the delivery of an event. 


This unit must not be taken with Unit 22: Support the Co-ordination of an 

Event (D/601/2508). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.2 












177


outcomes 

178 

Assessment 

criteria 

3.8 – 3.10 

3.12 – 3.13 








letters 

emails 

memos 

event records. 







letters 

emails 

memos 

budget 

reconciliations. 












Date 

Portfolio 

reference 


type 

1.1 Explain the responsibilities of an event co-ordinator 

1.2 Describe the purpose of agreeing a plan that meets 

the objectives of the event brief 

1 Understand the role of an 

event co-ordinator in 

managing an event to 

meet the objectives of the 

brief 

2.1 Explain the role of the event co-ordinator during 

the event for: 

2 Understand the activities 

required when coordinating 

an event 

a all delegate provision and needs 

b meeting relevant health, safety and security 

requirements 

c observing legal and organisational 

requirements for contracts 

d co-ordinating resources and the use of event 

materials 

e liaising with the venue and supporting team 

during an event to make sure all requirements 

are met and roles are carried out 

f resolving problems 

g overseeing the work of key staff 

179 



Date 

Portfolio 

reference 


type 

2.2 Explain the role of an event co-ordinator after an 

event for: 

a clearing and vacating the venue 

b organising follow-up papers and activities, if 

required 

c reconciling accounts to budget 

d evaluating an event and the methods that can 

be used to do this 



180

Date 

Portfolio 

reference 


type 

3.1 Prepare the venue and make sure all necessary 

resources are in place 

3 Be able to co-ordinate an 

event 

3.2 Co-ordinate activities during an event, in line with 

agreed plans 

3.3 Help delegates to feel welcome 

3.4 Respond to delegates’ needs throughout an event 

3.5 Resolve problems, as required 

3.6 Oversee the work of key staff during the event 

3.7 Monitor compliance with relevant health, safety and 

security requirements 

3.8 Liaise with the management of the venue to make 

sure facility resources are in place 

3.9 Arrange clearing, and vacating the venue according 

to the terms of the contract 

3.10 Prepare and circulate papers, or complete other 

follow-up actions following the event, if required 

3.11 Reconcile accounts to budget, if required 

3.12 Evaluate an event identifying recommendations and 

passing these on to relevant colleagues, where 

relevant 

3.13 Agree key learning points and use these to improve 

the running of future events 

181 







(if sampled) 



182







Unit summary 

This unit is about planning and organising meetings to meet the agreed 

purpose of the meeting. 


This unit must not be taken with Unit 24: Support the Organisation of 

Meetings (T/601/2515). 



exclusive. 


outcomes 

Assessment 

criteria 





2 2.1 

2.4 – 2.6 

2.8 







letters 

emails 

memos. 



183


outcomes 

184 

3 

Assessment 

criteria 








letters 

emails 

memos 

budget. 







letters 

emails 

memos 

agenda 

meeting papers. 

2.7 

3.1 












letters 

emails 

memos 

meeting papers. 




outcomes 

4 

Assessment 

criteria 








records. 







letters 

emails 

memos. 







evaluations. 











185


Date 

Portfolio 

reference 


type 

1.1 Explain the role of the person planning and 

organising a meeting 

1.2 Describe the different types of meetings and their 



arrangements and actions 

required for planning and 

organising meetings 

1.3 Explain how to plan meetings that meet agreed 

aims and objectives 

1.4 Explain the purpose of agreeing a brief for the 


1.5 Explain how to identify suitable venues for different 

types of meetings 

1.6 Describe the types of resources needed for different 

types of meetings 

1.7 Outline the main points that should be covered by 

an agenda and meeting papers 

1.8 Explain the purpose of meeting attendees’ needs 

and special requirements, and providing them with 

information required for meetings 

1.9 Describe the health, safety and security 

requirements that need to be considered when 

organising meetings 

1.10 Explain the purpose and benefits of briefing the 

chair before a meeting 



186

Date 

Portfolio 

reference 


type 

1.11 Explain the purpose of welcoming and providing 

suitable refreshments to attendees, if required 

1.12 Describe the types of information, advice and 

support that may need to be provided during a 



during a meeting and how to solve them 

1.14 Explain what should be included in a record of a 

meeting, and the purpose of ensuring the record is 

accurate and approved 

1.15 Explain how to record actions and follow up, if 

required 

1.16 Explain the purpose of collecting and evaluating 

participant feedback from the meeting 

1.17 Describe how to agree learning points to improve 

the organisation of future meetings 

187 



Date 

Portfolio 

reference 


type 

2.1 Agree and prepare the meeting brief, checking with 

others, if required 

2 Be able to prepare for a 


2.2 Agree a budget for the meeting, if required 

2.3 Prepare and agree an agenda and meeting papers 

2.4 Organise and confirm venue, equipment and 

catering requirements, when necessary 

2.5 Invite attendees, confirm attendance and identify 

any special requirements 

2.6 Arrange catering, if required 

2.7 Arrange the equipment and layout of the room, if 

required 

2.8 Make sure the chair receives appropriate briefing 

3.1 Welcome attendees and offer suitable refreshments 

(if required) 

3 Be able to support running 

a meeting 

3.2 Make sure attendees have a full set of papers 

3.3 Make sure a person has been nominated to take 

minutes, if required 

3.4 Provide information, advice and support when 

required 



188

Date 

Portfolio 

reference 


type 

4.1 Produce a record of the meeting 

4 How to follow up a 


4.2 Seek approval for the meeting record, amend as 

required 

4.3 Respond to requests for amendments and arrange 

recirculation of a revised meeting record 

4.4 Follow up action points, if required 

4.5 Evaluate meeting arrangements, and external 

services where used 

4.6 Evaluate participant feedback from the meeting and 

share results with relevant people, where used 

4.7 Summarise learning points and use these to 

identify improvements that can be made to future 

meeting arrangements and support 





(if sampled) 

189 



190 




Accommodation 






Unit summary 

This unit is about organising the delivery of travel or accommodation 

arrangements to meet the traveller’s brief within budget. 


This unit must not be taken with Unit 23: Support the Organisation of 

Business Travel or Accommodation (Y/601/2510). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.8 

2 2.1 – 2.2 







191


outcomes 

192 

3 

Assessment 

criteria 








letters 

emails 

memos 

briefs 

budgets. 

3.2 – 3.8 

3.10 – 3.12 







letters 

emails 

memos 

travel and accommodation documents. 

















Date 

Portfolio 

reference 


type 

1.1 Explain the purpose and benefits of agreeing the 

brief and budget of travel or accommodation 

arrangements with traveller(s) 

1.2 Explain how to organise business travel or 

accommodation to meet expectations 

1 Understand the range of 

information, requirements 

and procedures that may 

be needed for all types of 


accommodation 

arrangements 

1.3 The sources of information and facilities that are 

used to make travel or accommodation 

arrangements 

1.4 Describe the main types of business travel or 

accommodation arrangements that can be made, 

including those requiring additional specialist 

documents and facilities 

1.5 How to obtain best value for money when making 

travel or accommodation arrangements 

1.6 Explain procedures for obtaining specific 

information, facilities or documents for 

a payment facilities and foreign currency, if 

required 

b insurance and health precautions, if required 

c visas and passport requirements, if required 

d security and emergencies, if required 

1.7 How to keep records of travel or accommodation 

arrangements, including financial records 

193 



Date 

Portfolio 

reference 


type 

1.8 The types of information that are confidential and 

how to store them in line with current legislation 

2.1 Describe problems that may occur when making 

arrangements for business travel or 

accommodation 

2.2 Explain ways of resolving problems that may arise 

2 Understand the types of 

problems that may occur 

with business travel or 

accommodation 

arrangements and how to 

deal with them 



194

Date 

Portfolio 

reference 


type 

3.1 Agree the business travel or accommodation brief 

and budget with traveller(s) 

3.2 Check draft itinerary and schedule with traveller(s) 

3 Be able to organise 

different types of business 

travel or accommodation 

arrangements 

3.3 Research suitable business travel or 

accommodation options 

3.4 Make business travel arrangements or book 

accommodation, to brief and budget, obtaining best 

value for money 

3.5 Make necessary payments or arrange payment 

facilities 

3.6 Make additional arrangements for international 

travel and accommodation, if required 

3.7 Obtain confirmations and record all details of 

arrangements 

3.8 Collate all documents and other items 

3.9 Keep business travel items (if required) safe and 

secure until handed over 

3.10 Provide traveller(s) with itinerary and all required 

information and documents, in good time 

3.11 Confirm with traveller(s) that all items provided 

meet requirements 

3.12 Resolve problems that may arise 

195 







(if sampled) 



196

Unit 29: Evaluate the Organisation of 


Accommodation 






Unit summary 

This unit is about evaluating the effectiveness of processes, services, etc 

involved in the delivery of business travel or accommodation arrangements. 



exclusive. 


outcomes 

Assessment 

criteria 



reports/reflective accounts, professional discussion 

and questioning. 






letters 

emails 

memos 

records 

questionnaires. 



197


outcomes 

198 

Assessment 

criteria 







feedback received 

questionnaires. 






records. 






letters 

emails 

memos 

reports. 












Date 

Portfolio 

reference 


type 

1.1 Describe different criteria that may be used to 

evaluate arrangements for business travel or 

accommodation 

1.2 Explain the benefits of evaluating business travel or 

accommodation arrangements for individuals and 

organisations 


and processes of 

evaluating business travel 

or accommodation 

arrangements 

2.1 Use records of business travel and accommodation 

arrangements made and services used and assess 

their effectiveness 

2 Be able to evaluate 


accommodation 

arrangements 

2.2 Use feedback from a traveller(s) to assess the 

effectiveness of business travel and accommodation 

arrangements made and services used 

2.3 Record outcomes of evaluations to inform future 

service expectations 

2.4 Make recommendations to the appropriate people 

to update business travel or accommodation 

policies and procedures 





(if sampled) 

199 



200 



Unit 30: Use Electronic Message Systems 






Unit summary 

This unit is about organising and updating messages using an electronic 

message system. 



exclusive. 


outcomes 

Assessment 

criteria 





2 












messages. 



201







202 




Date 

Portfolio 

reference 


type 

1.1 Describe the main types of electronic message 

systems 

1 Understand the use of 

electronic message 

systems 

1.2 Describe the different features of electronic 

message systems 

1.3 Explain the purpose of keeping an electronic 

message system up to date 

1.4 Describe how to use an electronic message system 

to check and delete or discard messages 

1.5 Explain the purpose of leaving clear messages for 

others 

2.1 Keep a message system up to date 

2 Be able to use electronic 

message systems 

2.2 Check system for messages 

2.3 Respond to messages within agreed timescales 

2.4 Delete messages when dealt with 

2.5 Select the information to be given when taking or 

leaving messages 

2.6 Leave messages on other people’s systems, if 

required 

203 







(if sampled) 



204

Unit 31: Use a Diary System 






Unit summary 

This unit is about using a diary system to organise and record work 

activities so that planned work can take place. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.8 








accounts, professional discussion and inspection of 



letters 

emails 

memos. 



205


outcomes 

206 

Assessment 

criteria 

3.2 

3.4 – 3.7 







sources: 

diary 

letters 

emails 

memos. 







diary. 









Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of using a diary system 

1 Understand a diary 

system 

1.2 Describe different types of diary systems 

1.3 Describe the purpose of obtaining relevant 

information about requested diary entries and 

changes 

2.1 Describe the types of information needed for diary 

entries 

2 Understand how to use a 

diary system 

2.2 Explain how to prioritise requests 

2.3 Explain the purpose of prioritising requests 

2.4 Explain the purpose of trying to balance the needs 

of all those involved 

2.5 Explain the purpose of communicating changes to 

those affected 

2.6 Explain the purpose of keeping a diary system up 

to date 

2.7 Describe the different types of problems that may 

occur when new requests are made and solutions to 

these problems 

2.8 Explain the purpose of following security and 

confidentiality procedures when using a diary 

system 

207 



Date 

Portfolio 

reference 


type 

3.1 Obtain information needed to make diary entries 

3 Be able to use a diary 

system 

3.2 Make diary entries accurately and clearly 

3.3 Prioritise changes to entries, as required 

3.4 Record agreed changes in the diary 

3.5 Identify and report the effects of any changes for 

existing entries 

3.6 Solve problems by negotiating alternative 

arrangements, when necessary 

3.7 Keep a diary up to date and store it securely 





(if sampled) 



208

Unit 32: Take Minutes 






Unit summary 

This unit is about taking minutes at different kinds of meetings, where an 

accurate record is needed of decisions made and actions agreed. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1– 1.4 

2 2.1 – 2.2 

3 3.1 – 3.9 

4 

4.1 











letters 

emails 

memos. 






agenda. 



209


outcomes 

210 

5 

Assessment 

criteria 








notes of meeting 

minutes of meeting. 

5.4 – 5.7 Evidence may be supplied via witness testimony, 






5.8 

5.10 







letters 

emails 

memos 

minutes. 











Date 

Portfolio 

reference 


type 

1.1 Describe the purpose of meetings 

1.2 Describe legal and organisational requirements that 

may apply to minute taking 


taking minutes at 


1.3 Explain the purpose of minutes as an accurate 

record of discussions and decisions 

1.4 Describe the purpose of documents and terms that 

are commonly used in meetings 

2.1 Explain the role of the chair and other formal 

responsibilities within meetings 

2.2 Describe how to work in partnership with the chair 

when taking minutes 

2 Understand the role of the 

chair and other formal 

responsibilities in 


211 



Date 

Portfolio 

reference 


type 

3.1 Explain the purpose of listening actively when 

taking minutes 

3 Know how to take minutes 

at meetings 

3.2 Explain how to listen actively when minute taking 

3.3 Describe how to take notes during discussions held 

at meetings 

3.4 Explain the purpose of getting clarification 

3.5 Describe how to get clarification 

3.6 Describe different types of minutes and their 

purpose 

3.7 Describe the different styles of writing that may be 

used in minute taking 

3.8 Explain how to sort, select and structure 

information to produce minutes 

3.9 Explain what is meant by using the correct tone 

and professional language in minutes 

4.1 Prepare for taking minutes, as required 


taking minutes 

4.2 Communicate with the meeting chair, as required 

4.3 Note any changes to the agenda, matters arising 

and action points from last meeting 



212

Date 

Portfolio 

reference 


type 

5.1 Take notes at a meeting of all items required 

5 Be able to minute 


5.2 Produce accurate minutes that record the meaning 

of discussions and decisions taken 

5.3 Make sure minutes are in the agreed style 

5.4 Make sure the process for signing off minutes and / 

or action points has been agreed 

5.5 Check minutes and make necessary amendments 

5.6 Agree minutes with the relevant people and 

circulate them within the agreed timescales 

5.7 Follow organisational requirements for 

confidentiality and security of information, as 

required 

5.8 Make sure follow-up actions, and who is responsible 

for taking the actions, have been clearly identified 

5.9 Store notes and minutes following organisational 

procedures 

5.10 Follow legal and organisational requirements for 

minute taking, as necessary 

213 







(if sampled) 



214

Unit 33: Develop a Presentation 






Unit summary 

This unit is about developing a presentation. 



exclusive. 


outcomes 

Assessment 

criteria 





2 






letters 

emails 

memos. 





plans. 



215


outcomes 

216 

Assessment 

criteria 

2.3 – 2.4 

2.8 – 2.9 

2.5 

2.7 














handouts. 












Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of using different types of 

presentation and equipment to provide information 


preparing for and 

evaluating a presentation 

1.2 Explain the procedures to be followed when 

preparing a presentation, including planning, 

preparation of content, materials, and 

contingencies 

1.3 Explain the benefits of preparing for giving a 

presentation 

1.4 Explain and illustrate how presentations may be 

enhanced by materials and equipment 

1.5 Explain the purpose and benefits of reflecting on 

the feedback obtained on the written presentation 

217 



Date 

Portfolio 

reference 


type 

2.1 Agree and confirm audience, purpose, content, 

style and timing of a presentation 

2 Be able to develop a 

presentation 

2.2 Research and plan a presentation 

2.3 Select any equipment needed for the presentation 

2.4 Prepare content, shape and structure of a 

presentation to achieve its purpose and suit needs 

of audience 

2.5 Obtain feedback on planned presentation and make 

adjustments, if required 

2.6 Produce presentation handouts 

2.7 Collect feedback on the written presentation 

2.8 Reflect on the feedback obtained on the written 

presentation and identify learning points 

2.9 Identify changes that will improve future written 

presentations 





(if sampled) 



218

Unit 34: Deliver a Presentation 






Unit summary 

This unit covers the skills, knowledge and understanding learners need to 

prepare for, deliver and evaluate a presentation for an audience. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.8 

2 2.1 – 2.5 

3 

4 

3.1 – 3.3 










letters 

emails 

memos. 








presentation materials. 



219


outcomes 

220 

5 

Assessment 

criteria 








presentation notes 

handouts 

slides. 





feedback 

evaluation sheets. 














Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of using different types of 

presentation and equipment 


preparing for and 

evaluating a presentation 

1.2 Explain different ways of delivering presentations 

and their features 

1.3 Explain the procedures to be followed when 

preparing a presentation 

1.4 Explain the benefits of preparing for giving a 

presentation 


equipment and how to deal with them 

1.6 Explain the purpose and benefits of contingency 

planning 

1.7 Explain the purpose and benefits of collecting 

feedback from the audience on the presentation 

1.8 Explain the purpose and benefits of evaluating 

presentations and own performance 

221 



Date 

Portfolio 

reference 


type 


enhanced by materials and equipment 

2 Understand the techniques 

used in enhancing a 

presentation 


enhanced by use of communication and 

interpersonal skills 

2.3 Describe how to gauge audience reaction to the 

presentation 

2.4 Explain the purpose and benefits of summarising 

important features of the presentation 

2.5 Describe the purpose and benefits of giving the 

audience opportunities to ask questions 

3.1 Select any equipment needed and plan how to use 

it to best effect 


delivery of a presentation 

3.2 Make contingency plans in case of equipment 

failure or other problems, if required 

3.3 Practise the presentation and its timing 

3.4 Obtain feedback on planned presentation and make 




222

Date 

Portfolio 

reference 


type 

4.1 Check equipment and resources 

4 Be able to deliver a 

presentation 

4.2 Circulate presentation materials 

4.3 Introduce self to audience and state aims of the 

presentation 

4.4 Address the audience, speaking clearly and 

confidently, using language to suit the topic and 

audience 

4.5 Vary tone, pace and volume to emphasise key 

points 

4.6 Gauge audience reaction during the presentation 

and adapt if required 

4.7 Summarise throughout the presentation to 

emphasise key points and help to maintain 

audience interest 

4.8 Use body language in a way that reinforces 

presented information 

4.9 Use equipment, where appropriate, to enhance the 

presentation, and deal with any problems that may 

occur 

4.10 Provide the audience with opportunities to ask 

questions 

4.11 Listen carefully to questions and respond in a way 

that meets the audience’s needs 

223 



Date 

Portfolio 

reference 


type 

5.1 Collect feedback on the presentation 

5 Be able to evaluate a 

presentation 

5.2 Reflect on own performance and identify learning 

points 

5.3 Evaluate the presentation and own performance 

and identify changes that will improve future 

presentations 





(if sampled) 



224

Unit 35: Handle Mail 






Unit summary 

This unit is about handling internal and external mail and packages within 

the service requirements of an organisation. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.6 

3 

3.1 – 3.3 

3.5 











mail records 

log book – special deliveries. 








225


outcomes 

226 

Assessment 

criteria 








mail records 


5 













mail records 










Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of security procedures for 

handling mail or packages 

1 Understand security 

procedures when handling 

mail or packages 

1.2 Give examples of security procedures for handling 

mail in organisation(s) 

2.1 Explain the purpose of distributing and dispatching 

mail to the correct recipient within agreed 

timescales 

2 Understand the range of 

available internal and 

external mail services 

2.2 State the organisational structure and names, roles 

and locations of individuals and teams 

2.3 Give examples of internal and external mail 

services available to organisations 

2.4 Give reasons for selecting internal and external 

mail services 

2.5 Describe the methods of calculating postage 

charges for mail or packages 


incoming and outgoing mail and how to deal with 

these 

227 



Date 

Portfolio 

reference 


type 

3.1 Receive, check and sort incoming mail or packages 

3.2 Identify and deal with unwanted junk mail or 

damaged items 

3 Be able to receive, 

distribute and collect 

internal mail or packages 

3.3 Identify and deal with suspicious items 

3.4 Distribute incoming mail or packages 

3.5 Collect, sort and prioritise outgoing mail or 

packages 

4.1 Identify best options for despatching mail 

4.2 Agree a cost for despatching mail or packages 

4.3 Arrange services to collect outgoing mail or 

packages, if required 


procedures for 

despatching mail or 

packages 

4.4 Identify and prepare items for urgent or special 

delivery, where necessary 

4.5 Calculate correct postage charges for outgoing mail 

or packages 

4.6 Record postage costs 

4.7 Despatch outgoing mail or packages to agreed 

timescale 



228

Date 

Portfolio 

reference 


type 

5.1 Identify where a problem may exist with incoming 

and outgoing mail or packages 

5.2 Resolve, report or refer problems with incoming 

and outgoing mail or packages 

5 Be able to resolve, report 

or refer problems that 

may occur in handling 

mail or packages 





(if sampled) 

229 



230 









Unit summary 

This unit is about providing a reception service in a business environment, 

acting as the first point of contact between a business, its clients and the 

public. 


This unit must not be taken with Unit 37: Meet and Welcome Visitors 

(Y/601/2457). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.9 

3 3.1 – 3.2 

4 4.1 – 4.5 

4.7 

4.9 – 4.10 












231


outcomes 

232 

Assessment 

criteria 

4.6 

4.8 









letters 

emails 

memos. 









Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of the receptionist role as the 

first point of contact between the public/client and 



reception services in a 


1.2 Explain the purpose of presenting a positive image 

of self and the organisation 

1.3 Explain how to present a positive image of self and 

the organisation 

233 



Date 

Portfolio 

reference 


type 

2.1 Describe the structure and lines of communication 


2.2 Explain how the structure in an organisation affects 

lines of communication 


procedures to be followed 

when providing reception 

services 

2.3 Explain the purpose of entry, departure, security 

and confidentiality procedures, including own 

responsibilities 

2.4 Explain how to carry out entry, departure, security 

and confidentiality procedures in a reception area 

2.5 Explain the purpose of health and safety 

procedures when providing a reception service, 

including own responsibilities 

2.6 Explain how to carry out health and safety 

procedures in a reception area 

2.7 Describe the emergency procedures and your role 

within them 


visitors including conflict and aggression 

2.9 Explain ways of dealing with problems and when to 

refer them to an appropriate colleague 

3.1 Explain the purpose of suggesting ideas for 

improving a reception area 

3.2 Explain the purpose of carrying out additional 

duties, if applicable, and give examples 

3 Understand ways of 

improving reception 

services and developing 

own role 



234

Date 

Portfolio 

reference 


type 

4.1 Present a positive image of self and the 

organisation 

4 Provide a reception 

service 

4.2 Provide individuals with requested information and 

other useful information, within guidelines on 

confidentiality 

4.3 Follow entry and exit security procedures, if 

required 

4.4 Follow relevant health and safety procedures 

4.5 Deal with problems that may occur, if necessary 

4.6 Refer problems, as required 

4.7 Make sure a reception area gives a positive image 

of the organisation 

4.8 Make suggestions for improving a reception area, 

as required 

4.9 Follow organisational procedures in the event of an 

accident or emergency, as required 

4.10 Look for and complete additional task(s) during 

quiet periods, as required 

235 







(if sampled) 



236







Unit summary 

This unit covers the procedures to follow and hospitality to offer when 

meeting and welcoming visitors to business premises. 

Forbidden Combination 

This unit must not be taken with Unit 36: Provide Reception Services 

(K/601/2480). 



exclusive. 


outcomes 

Assessment 

criteria 





2 

2.1 – 2.2 

2.4 – 2.8 

2.3 

2.9 












visitors’ book. 



237







238 




Date 

Portfolio 

reference 


type 

1.1 Describe different reasons for people visiting a 

business, their requirements and how their needs 

may be met 


meeting and welcoming 

visitors 

1.2 Explain the purpose of dealing with visitors 

promptly and courteously 

1.3 Explain the purpose of presenting a positive image 

of self and the organisation 

1.4 Explain the purpose of following health, safety and 

security procedures when dealing with visitors, 

including own responsibilities 

1.5 Describe different types of problems that may occur 

with visitors including conflict and aggression 

1.6 Describe ways of dealing with different problems 

and when to refer them to an appropriate colleague 

1.7 Explain the purpose of communicating with visitors 

1.8 Describe organisation structures and 

communication channels within the organisation 

239 



Date 

Portfolio 

reference 


type 

2.1 Greet visitor(s) and make them feel welcome 

2 Be able to meet and 

welcome visitors 

2.2 Identify visitors and the reason for their visit 

2.3 Use the organisation’s systems to receive and 

record visitors, as appropriate 

2.4 Make sure visitors’ needs are met 

2.5 Present positive image of self and the organisation 

2.6 Follow health, safety and security procedures, as 

required 

2.7 Inform others of visitors’ arrival, as required, in line 

with appropriate communication channels 

2.8 Deal with any problems that may occur, or refer 

problems to the appropriate person 

2.9 Follow procedures for departing visitors, as 

required 





(if sampled) 



240

Unit 38: Deliver, Monitor and Evaluate 

Customer Services to Internal 

Customers 






Unit summary 

This unit is about providing and continuously improving services to internal 

customers. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 

2 2.1 

3 3.1 – 3.4 

4 4.1 – 4.3 

5 5.1 – 5.3 

6 6.1 – 6.3 







241


outcomes 

242 

7 

Assessment 

criteria 




learner reports/reflective accounts. 

7.2 – 7.4 

8 8.1 – 8.3 







letters 

emails 

memos. 


professional discussion, case studies and learner 


10 10.1 – 10.3 Evidence may be supplied via witness testimony, 





letters 

emails 

memos 













Date 

Portfolio 

reference 


type 

1.1 Describe what is meant by internal customers 

1 Understand the meaning 

of internal customer 

2.1 Describe the products and services offered by own 

organisation to internal customers 

2 Know the types of 

products and services 

relevant to internal 

customers 

3.1 Explain the purpose and value of identifying 

internal customer needs and expectations 

3.2 Explain why customer service must meet or exceed 

internal customer expectations 

3 Understand how to deliver 

customer service that 

meets or exceeds internal 

customer expectations 

3.3 Explain the value of meeting or exceeding internal 


3.4 Explain the purpose and value of building positive 

working relationships 

4.1 Identify quality standards for own organisation and 

work 

4.2 Explain the value of agreeing quality standards and 

timescales 


quality standards and 

timescales for delivering 

customer service 

4.3 Explain how to set and meet quality standards and 

timescales with internal customers 

243 



Date 

Portfolio 

reference 


type 

5.1 Describe the types of problems that internal 

customers may have 


with internal customer 

service problems 

5.2 Explain ways of dealing with problems 

5.3 Explain the purpose and value of a complaints 

procedure, if applicable 


internal customer satisfaction and how to do so 

6.2 Describe techniques for collecting and evaluating 

customer feedback 


monitor and evaluate 

internal customer service 

and the benefits of this 

6.3 Explain the benefits of continuous improvement 

7.1 Identify internal customers 

7.2 Confirm internal customer needs in terms of 


7 Be able to build positive 

working relationships with 

internal customers 

7.3 Confirm internal customer needs in terms of quality 

standards and timescales 

7.4 Agree procedures to be followed if internal 

customer needs are not met 

8.1 Provide customer service(s) to agreed quality 

standards 

8.2 Provide customer service(s) to agreed timescales 

8 Be able to deliver 

customer services to 

agreed quality standards 

and timescales 

8.3 Check internal customer needs and expectations 

have been met 



244

Date 

Portfolio 

reference 


type 

9.1 Follow procedures, within agreed timescale, to 

a process problems and complaints 


internal customer service 

problems and complaints 

b resolve problems and complaints 

c refer problems and complaints, where 

necessary 

10.1 Obtain and record internal customer feedback 

10.2 Analyse and evaluate internal customer feedback 

10.3 Take action that will lead to improvement in 

customer service(s) to internal customers 

10 Be able to monitor and 

evaluate customer 

services to internal 

customers 





(if sampled) 

245 



246 



Unit 39: Deliver, Monitor and Evaluate 

Customer Services to External 

Customers 






Unit summary 

This unit is about providing and continuously improving customer services 

to external customers. 



outcomes 

Assessment 

criteria 

1 1.1 

2 2.1 

3 3.1 – 3.4 

4 4.1 – 4.3 

5 5.1 – 5.4 

6 6.1 – 6.3 

7 








7.2 – 7.4 

8 8.1 – 8.3 







letters 

emails 

memos. 



247


outcomes 

248 

Assessment 

criteria 



professional discussion, case studies and learner 

and reports/reflective accounts. 






letters 

emails 

memos 













Date 

Portfolio 

reference 


type 

1.1 Describe what is meant by external customers 

1 Understand the meaning 

of external customers 

2.1 Describe the products and services offered by the 

organisation to external customers 

2 Know the types of 


relevant to external 

customers 

3.1 Explain the purpose and value of identifying 

customer needs and expectations 

3.2 Explain why customer service must meet or exceed 


3 Understand how to deliver 

customer service that 

meets or exceeds external 


3.3 Explain the value of meeting or exceeding customer 

expectations 

3.4 Explain the purpose and value of building positive 

working relationships 

4.1 Identify quality standards for own organisation and 

work 

4.2 Explain the value of agreeing quality standards and 

timescales 


quality standards and 

timescales for customer 

service to external 

customers 

4.3 Explain how to set and meet quality standards and 

timescales with external customers 

249 



Date 

Portfolio 

reference 


type 

5.1 Describe the types of problems that external 

customers may have 

5.2 Explain the consequences of not meeting external 

customer needs and expectations 


with customer service 

problems for external 

customers 

5.3 Explain ways of dealing with external customer 

services problems 

5.4 Explain the purpose and value of a complaints 

procedure 


external customer satisfaction and how to do so 

6.2 Describe techniques for collecting and evaluating 

external customer feedback 


monitor and evaluate 

external customer service 

and the benefits of this 

6.3 Explain the benefits of continuous improvement 

7.1 Identify external customers 

7.2 Confirm external customer needs in terms of 


7 Be able to build positive 

working relationships with 

external customers 

7.3 Confirm external customer needs in terms of 

quality standards and timescales 

7.4 Agree procedures to be followed if external 

customer needs are not met 



250

Date 

Portfolio 

reference 


type 

8.1 Provide external customer service(s) to agreed 

quality standards 

8.2 Provide external customer service(s) to agreed 

timescales 

8 Be able to deliver external 

customer services to 

agreed quality standards 

and timescales 

8.3 Check external customer needs and expectations 

have been met 

9.1 Follow procedures, within agreed timescale, to 

a process problems and complaints 

b resolve problems and complaints 



problems and complaints 

for external customers 

c refer problems and complaints, where 

necessary 

10.1 Obtain and record external customer feedback 

10.2 Analyse and evaluate external customer feedback 


evaluate services to 

external customers 

10.3 Take actions that will lead to improvement in 

service(s) to external customers 





(if sampled) 

251 



252 





Unit code: ICS A14 





Unit summary 

Customer service contributes to an organisation’s competitive position. 

Customers of many organisations have choice about the services or 

products they use and who supplies them. Often the technical features and 

cost of the service or product are almost identical. If this is the case, the 

quality of the customer service offered makes all the difference about which 

supplier the customer chooses. This unit is about how the learner can play 

their part in ensuring that their organisation makes the best possible use of 

the competitive advantage that can be gained from offering superior 

customer service. It covers how the learner can use customer service as a 

tool to compete effectively with other providers of similar services and 

products. The unit is not for a learner whose organisation does not compete 

actively with others. 

Evidence requirements 

These evidence requirements were developed by the Institute of Customer 

Service (ICS). Learners must produce evidence for each of the requirements 

stated. 

1 Learners’ evidence should be collected when carrying out a real job, 

whether paid or voluntary, and when dealing with real customers, 

whether internal or external to the organisation. Evidence collected in 

a realistic working environment or a work placement is not 

permissible for this unit. Simulation is not allowed for any 

performance evidence within this unit. 

2 Learners may collect the evidence for the unit through work in a 

private sector organisation, a not-for-profit organisation or a public 

services organisation. 

3 Learners must provide evidence that shows they have done this over 

a sufficient period of time with different customers on different 

occasions for their assessor to be confident that they are competent. 



253

4 Learners must provide examples of when the benefits of using 

customer service as a competitive tool enjoyed by customers are: 

a tangible in that they can be measured 

b intangible in that they are represented solely by feelings and 

perceptions of the customer experience. 

5 Learners’ evidence must include examples of competitive analysis 

involving: 

a direct competitors 

b competitors offering substitute services or products. 

6 Learners’ evidence must include examples of when they have used 

customer service actions as a competitive tool to attract or maintain: 

a loyal customers 

b customers returning from competitors 

c new customers. 


This unit is assessed in the workplace. Learners can enter the types of 

evidence they are presenting for assessment and the submission date 

against each assessment criterion. Alternatively, centre documentation 

should be used to record this information. 

254 




Date 

Portfolio 

reference 


type 

1.1 Develop their own and colleagues’ understanding of 

the services and products offered by their 

organisation 

1 Organise customer service 

to gain a competitive 

advantage 

1.2 Define their organisation’s service offer and the 

ways in which it compares with those of their 

competitors 

1.3 Set an example for colleagues and present an 

image to their customers that reinforces their 

organisation’s service offer 

1.4 Encourage customer service actions that create and 

develop customer loyalty 

255 



Date 

Portfolio 

reference 


type 

2.1 Take positive actions and encourage colleagues to 

take actions that provide individual customers with 

added value within their organisation’s service offer 

2 Deliver a competitive 

service 

2.2 Remind customers about their service offer and the 

extra benefit it provides over those of their 

competitors 

2.3 Offer additional technical advice to customers 

within their organisation’s service offer 

2.4 Show awareness of the financial implications of any 

added value actions that they or their colleagues 

might offer 

2.5 Meet customer service targets to ensure that 

customers see the benefit of dealing with them 

rather than with a competitor 

2.6 Re-direct customers to other service providers 

without offence when their expectations cannot be 

met by the organisation’s service offer 

2.7 Ensure that customers who have shown a previous 

interest in repeat and additional services are 

reminded of this 

2.8 Encourage colleagues to offer complementary 

services and products when customer satisfaction 

indicates that customers would be interested in 

them 



256

Date 

Portfolio 

reference 


type 

3.1 Identify the factors that lead to customers’ belief 

that they are enjoying value for money 

3 Understand how to use 

customer service as a 

competitive tool 

3.2 Describe the services and products offered by their 

organisation 

3.3 Describe the services and products offered by 

competitors 

3.4 Identify the features and benefits of services and 

products that are seen by customers as added 

value 

3.5 Explain the purpose of adding non-chargeable items 

to the service offer in order to impress customers 

and develop customer loyalty 

3.6 Explain how to portray a positive image that 

reinforces their organisation’s competitive position 

3.7 Explain their organisation’s customer service 

targets and cost implications of added value actions 

to improve the organisation’s competitive position 

3.8 Describe complementary services and products that 

may be of interest to their customers 

257 







(if sampled) 



258

Unit 41: Monitor and Solve Customer 

Service Problems 

Unit code: ICS C5 





Unit summary 

The learner’s job involves delivering and organising excellent customer 

service. However good the service provided, some of their customers will 

experience problems and the learner will spot and solve other problems 

before their customers even know about them. This unit is about the part of 

their job that involves solving immediate customer service problems. It is 

also about changing systems to avoid repeated customer service problems. 

Remember that some customers judge the quality of their customer service 

by the way that the learner solves customer service problems. The learner 

can impress customers and build customer loyalty by sorting out those 

problems efficiently and effectively. Sometimes a customer service problem 

presents an opportunity to impress a customer in a way that would not 

have been possible if everything had gone smoothly. 

Evidence requirements 

These evidence requirements were developed by the Institute of Customer 

Service (ICS). Learners must produce evidence for each of the requirements 

stated. 

1 Learners’ evidence should be collected when carrying out a real job, 

whether paid or voluntary, and when dealing with real customers, 

whether internal or external to the organisation. Evidence collected in 

a realistic working environment or a work placement is not 

permissible for this unit. Simulation is not allowed for any 

performance evidence within this unit. 

2 Learners may collect the evidence for the unit through work in a 

private sector organisation, a not-for-profit organisation or a public 

services organisation. 

3 Learners must provide evidence that shows they have done this over 

a sufficient period of time with different customers on different 

occasions for the assessor to be confident that they are competent. 



259

4 Learners’ evidence must include examples of problems which are: 

a brought to their attention by customers 

b are identified first by them and/or by a colleague. 

5 The problems included in the evidence must include examples of a: 

a difference between customer expectations and what is offered 

by the organisation 

b problem resulting from a system or procedure failure 

c problem resulting from a shortage of resources or human 

error. 

6 Learners must show that they have considered the options for solving 

problems from the point of view of: 

a the customer 

b the potential benefits to your organisation 

c the potential risks to your organisation. 

7 Learners must provide evidence that they have made use of options 

that: 

a follow organisational procedures or guidelines 

b make agreed and authorised exceptions to usual practice. 


This unit is assessed in the workplace. Learners can enter the types of 

evidence they are presenting for assessment and the submission date 

against each assessment criterion. Alternatively, centre documentation 

should be used to record this information. 

260 




Date 

Portfolio 

reference 


type 

1.1 Respond positively to customer service problems 

following organisational guidelines 

1 Solve immediate customer 


1.2 Solve customer service problems when they have 

sufficient authority 

1.3 Work with others to solve customer service 

problems 

1.4 Keep customers informed of the actions being 

taken 

1.5 Check with customers that they are comfortable 

with the actions being taken 

1.6 Solve problems with service systems and 

procedures that might affect customers before 

customers become aware of them 

1.7 Inform managers and colleagues of the steps taken 

to solve specific problems 

2.1 Identify repeated customer service problems 

2.2 Identify the options for dealing with a repeated 

customer service problem and consider the 

advantages and disadvantages of each option 

2 Identify repeated 


problems and options for 

solving them 

2.3 Work with others to select the best option for 

solving a repeated customer service problem, 

balancing customer expectations with the needs of 


261 



Date 

Portfolio 

reference 


type 

3.1 Obtain the approval of somebody with sufficient 

authority to change organisational guidelines in 

order to reduce the chance of a problem being 

repeated 

3 Take action to avoid the 

repetition of customer 


3.2 Action their agreed solution 

3.3 Keep their customers informed in a positive and 

clear manner of steps being taken to solve any 


3.4 Monitor the changes they have made and adjust 

them if appropriate 

4.1 Describe organisational procedures and systems for 

dealing with customer service problems 

4.2 Describe the organisational procedures and 

systems for identifying repeated customer service 

problems 


monitor and solve 


problems 

4.3 Explain how the successful resolution of customer 

service problems contributes to customer loyalty 

with the external customer and improved working 

relationships with service partners or internal 

customers 

4.4 Explain how to negotiate with and reassure 

customers while their problems are being solved 



262





(if sampled) 

263 



264 



Unit 42: Organise and Report Data 






Unit summary 

This unit is about organising and reporting data to the agreed format and 

timescales. 



exclusive. 


outcomes 

Assessment 

criteria 





2 












feedback obtained. 



265


outcomes 

266 

Assessment 

criteria 








letters 

emails 

memos 

examples of data. 










Date 

Portfolio 

reference 


type 

1.1 Describe different ways of organising data that has 

been researched 


organise and report data 

that has been researched 

1.2 Describe different ways of reporting data 

1.3 Describe the purpose of presenting data to the 

agreed format and within the agreed timescale 

2 Be able to organise data 2.1 Organise data so that it can be reported 

2.2 Check the accuracy of the data, and make 

adjustments if required 

2.3 Obtain feedback on data collected, if required 

3 Be able to report data 3.1 Present data in agreed format 

3.2 Present data to agreed timescale 





(if sampled) 

267 



268 



Unit 43: Research Information 






Unit summary 

This unit is about organising suitable data that has been researched using 

different sources of information. 



exclusive. 


outcomes 

Assessment 

criteria 





2 

2.1 

2.4 

2.2 – 2.3 

2.7 







letters 

emails 

memos 

notes of informal meetings. 








269


outcomes 

270 

Assessment 

criteria 









records. 









Date 

Portfolio 

reference 


type 

1.1 Give reasons for agreeing objectives and deadlines 

for researching information 


researching information 

1.2 Give reasons for identifying and agreeing sources of 

information 

1.3 Explain the purpose of recording and storing 

information researched 

2.1 Agree aims, objectives and deadlines for the 

information search 

2 Be able to research 

information for others 

2.2 Identify sources of information 

2.3 Search for and obtain data 

2.4 Check that data is suitable for the purpose of the 

research 

2.5 Record the data and store it securely 

2.6 Make a record of information sources used 

2.7 Meet deadlines for completing research 





(if sampled) 

271 



272 



Unit 44: Store and Retrieve Information 






Unit summary 

This unit is about storing and retrieving information securely and within 

confidentiality requirements of the organisation. 



exclusive. 


outcomes 

Assessment 

criteria 





2 

2.1 

2.6 







letters 

emails 

memos 









273


outcomes 

274 

3 

Assessment 

criteria 

3.1 

3.3 – 3.6 









letters 

emails 

memos 















Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of storing and retrieving 

required information 

1 Understand processes and 

procedures for storing and 

retrieving information 

1.2 Describe different information systems and their 


1.3 Explain the purpose of legal and organisational 

requirements for the security and confidentiality of 


1.4 Explain the purpose of confirming information to be 

stored and retrieved 

1.5 Describe ways of checking information for accuracy 

1.6 Explain the purpose of checking information for 

accuracy 

1.7 Explain the purpose of providing information to 

agreed format and timescales 

1.8 Describe the types of information that may be 

deleted 

1.9 Describe problems that may occur with information 

systems and how to deal with them, when 

necessary 

275 



Date 

Portfolio 

reference 


type 

2.1 Identify, confirm and collect information to be 

stored 

2 Be able to store 


2.2 Follow legal and organisational procedures for 

security and confidentiality of information to be 

stored 

2.3 Store information in approved locations 

2.4 Check and update stored information, if required 

2.5 Delete stored information, if required 

2.6 Deal with or refer problems, if required 

3.1 Confirm and identify information to be retrieved 

3 Be able to retrieve 


3.2 Follow legal and organisational procedures for 

security and confidentiality of information 

3.3 Locate and retrieve the required information 

3.4 Check and update information, if required 

3.5 Provide information in the agreed format and 

timescale 

3.6 Deal with or refer problems if required 





(if sampled) 



276

Unit 45: Archive Information 






Unit summary 

This unit is about deciding and agreeing the information to be archived and 

deleted within a business environment, including working with external 

archive systems if this function is outsourced from an organisation. 



exclusive. 


outcomes 

Assessment 

criteria 





2 2.1 – 2.2 

2.4 

2.6 – 2.9 







letters 

emails 

memos 




277


outcomes 

278 

Assessment 

criteria 














records. 









Date 

Portfolio 

reference 


type 

1.1 Explain why and when required information should 

be archived 


archiving information 

1.2 Explain the purpose of agreeing retention periods 

for archiving information 

1.3 Describe procedures to be followed for archiving 

information, including legal requirements, if 

required 

1.4 Explain the purpose of organisational and legal 

requirements for the security and confidentiality of 

archived information 

1.5 Explain the purpose of deciding and agreeing 

information to be archived 

1.6 Describe procedures for recording and keeping 

archived information 

1.7 Explain how to retrieve archived information 

1.8 Describe how to delete information from an archive 

system 

1.9 Describe problems that may occur with systems 

containing archived information and how to deal 

with them or refer them 

1.10 Describe the purpose of conforming to 

requirements of an external archive system, if 

outsourced from the organisation 

279 



Date 

Portfolio 

reference 


type 

2.1 Decide and agree the information to be archived, 

retrieved and deleted 

2 Be able to archive 


2.2 Decide and agree on the retention period for 

information being archived 

2.3 Follow legal and organisational policies and 

procedures for security and confidentiality of 


2.4 Archive information to the agreed brief and 

timescale 

2.5 Maintain and update a record of information 

archived 

2.6 Resolve or refer problems, if required 

2.7 Retrieve archived information on request 

2.8 Delete archived information, if required 

2.9 Conform to requirements of external archive 

systems, if outsourced from the organisation 





(if sampled) 



280


Development of an Information 

System 






Unit summary 

This unit is about supporting the management and evaluation of an 

information system to meet identified needs in a business environment. 


This unit must not be taken with Unit 51: Manage and Evaluate an 

Information System (A/601/2564). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.7 

2 2.1 – 2.3 











training records 

diary. 



281


outcomes 

282 

Assessment 

criteria 

3.2 

3.6 – 3.7 








letters 

emails 

memos 

diary. 


workplace activities, witness testimony, and 








feedback 











Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of managing information to 


1.2 Explain the purpose and value of supporting 

training for users and giving or requesting on-going 

support 


contribute to the 

management of an 

information system 

1.3 Explain the purpose of complying with legal and 

organisation requirements when using an 


1.4 Explain the purpose of contributing to the 

monitoring of an information system in use 

1.5 Explain the purpose of contributing to the 

maintenance and updating of an information 

system 

1.6 Describe ways of contributing to the maintenance 

and updating of an information system 


an information system and how to deal with them 

2.1 Explain the purpose and value of contributing to the 

continuous improvement of an information system 

2.2 Explain how to identify problems in an information 

system and report them 


contribute to the review 

and further development 

of an information system 

2.3 Describe ways of contributing to the resolution of 

problems in an information system 

283 



Date 

Portfolio 

reference 


type 

3.1 Contribute to training on the use of an information 

system 


the management of an 


3.2 Contribute to supporting users, if required 

3.3 Monitor own use of an information system 

3.4 Confirm legal and organisational requirements for 

handling information are followed 

3.5 Make sure a system is maintained and updated, 

within limits of own authority 

3.6 Identify and report problems when they occur 

3.7 Resolve problems within limits of own authority 

4.1 Provide feedback on performance of an information 

system 


the evaluation of an 


4.2 Contribute to the evaluation of feedback and 

prioritising of development needs, if required 

4.3 Contribute information to enable further system 

development 





(if sampled) 



284


Development of an Information 

System 






Unit summary 

This unit is about contributing to the design and development of an 

information system that will meet identified needs in a business 

environment. 


This unit must not be taken with Unit 50: Design and Develop an 

Information System (T/601/2563) 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.4 







285


outcomes 

286 

3 

Assessment 

criteria 

3.1 

3.3 – 3.5 







letters 

emails 

memos 

reports 

notes of meetings. 






specification. 












Date 

Portfolio 

reference 


type 


design and development of an information system 

1.2 Describe ways of contributing to the design and 

development of an information system 


supporting the design and 

development of an 


2.1 Explain the purpose and value of contributing own 

user needs for an information system 

2.2 Explain the benefits of developing a system 

specification based on user needs 


contribute to the design 

and development of an 


2.3 Describe ways of contributing to the creation, 

design and development of an information system 


testing of an information system during design and 

development 

3.1 Identify and agree the information to be managed 

3.2 Contribute to the design and development of an 

information system to meet agreed specification 

requirements 


the design and 

development of an 


3.3 Support system testing 

3.4 Identify and report faults 

3.5 Remedy faults, within limits of own authority 

287 







(if sampled) 



288

Unit 48: Monitor Information Systems 






Unit summary 

This unit is about monitoring and evaluating an information system to meet 

identified needs in a business environment. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.8 

2 2.1 – 2.3 

3 

3.1 – 3.2 

3.4 – 3.8 










letters 

emails 

memos. 






training records. 



289


outcomes 

290 

Assessment 

criteria 







letters 

emails 

memos 

feedback 













Date 

Portfolio 

reference 


type 

1.1 Explain the purpose and benefits of managing 

information to meet requirements 


monitor an information 

system 

1.2 Explain the purpose and benefits of providing 

training and on-going support to users 


organisational requirements when using an 


1.4 Explain the purpose and benefits of monitoring use 


1.5 Describe ways of monitoring use of an information 

system 

1.6 Explain the purpose and benefits of maintaining 

and updating an information system 

1.7 Describe ways of maintaining and updating an 




291 



Date 

Portfolio 

reference 


type 


improving an information system 

2 Understand how to review 

and further develop an 



system and analyse them 

2.3 Describe ways of resolving problems in an 


3.1 Identify the information to be monitored and the 

resources available to do so 

3 Be able to monitor an 


3.2 Contribute to designing a system specification 

3.3 Provide training on the use of an information 

system 

3.4 Provide on-going support to users 

3.5 Monitor use of an information system 



3.7 Make sure a system is maintained and updated, if 

required 

3.8 Identify, analyse and resolve problems when they 

occur 

3.9 Collect feedback on performance of an information 

system 

3.10 Provide information to enable further system 

development to meet agreed specifications 



292





(if sampled) 

293 



294 



Unit 49: Analyse and Report Data 






Unit summary 

This unit is about analysing and reporting data that meets the aims and 

objectives of the research. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.6 

2 2.1 

3 
















feedback obtained. 



295


outcomes 

296 

Assessment 

criteria 


4. 4.1 – 4.2 Evidence may be supplied via observation of 






letters 

emails 

memos 

data reported. 












Date 

Portfolio 

reference 


type 

1.1 Describe purpose and benefits of organising data so 

that it can be analysed 

1.2 Explain how to evaluate the relevance, validity and 

reliability of data 


organise and evaluate 

data that has been 

researched 

1.3 Explain how to analyse and prepare researched 

data so results will be accurate and free from bias 

1.4 Explain the differences between primary and 

secondary research methods 

1.5 Explain the differences between quantitative and 

qualitative research methods 

1.6 Describe how to search for relevant data sources 

2.1 Describe ways of reporting data so that it 

a meets agreed aims and objectives 

2 Understand how to report 

data that has been 

researched 

b is accurate and free from bias 

297 



Date 

Portfolio 

reference 


type 

3.1 Organise data so that it can be analysed and 

reported 

3 Be able to analyse and 

evaluate data 

3.2 Select relevant, valid and reliable data to analyse 

3.3 Apply analysis and evaluation techniques, as 

required 

3.4 Review data to produce accurate, unbiased results 

and conclusions 

3.5 Check the accuracy of the analysis, and make 


3.6 Obtain feedback on data analysis, if required 

4 Be able to report data 4.1 Present data in agreed format 

4.2 Present data to agreed timescale 





(if sampled) 



298








Unit summary 

This unit is about designing and developing an information system that will 

meet identified needs in a business environment. 


This unit must not be taken with Unit 47: Support the Design and 

Development of an Information System (L/601/2536). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.5 

3 









information identified. 





resources identified. 



299


outcomes 

300 

Assessment 

criteria 







specification 

budgets. 






specification. 





test results 

feedback. 





letters 

emails 

memos 

reports. 









Date 

Portfolio 

reference 


type 

1.1 Evaluate the types of information that need to be 

managed in a business environment 


information systems in a 


1.2 Analyse the types of information systems available 

and their main features 

2.1 Analyse the purpose and benefits of identifying and 

agreeing user needs for an information system 

2 Understand how to design 

and develop an 


2.2 Explain the purpose and benefits of developing a 

system specification based on agreed needs 

2.3 Analyse ways of developing a specification for an 


2.4 Analyse ways of creating and developing an 

information system based on agreed needs 

2.5 Explain the purpose and benefits of testing an 

information system during development 

3.1 Identify and analyse the information to be managed 

3.2 Identify the resources available 

3 Be able to design and 

develop an information 

system 

3.3 Develop a system specification within agreed 

budget, as required 

3.4 Develop an information system that meets the 

specification 

3.5 Test the system 

3.6 Identify, report and remedy faults 

301 







(if sampled) 



302








Unit summary 

This unit is about managing and evaluating an information system that 

meets identified needs in a business environment. The learner will use 

knowledge of needs to work in collaboration with others as required to 

manage and evaluate the system. 


This unit must not be taken with Unit 46: Support the Management and 

development of an Information System (J/601/2518). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.9 

2 2.1 – 2.4 










training records. 



303


outcomes 

304 

Assessment 

criteria 

3.2 

3.6 







letters 

emails 

memos 

reports 









letters 

emails 

memos 

reports 











Date 

Portfolio 

reference 


type 

1.1 Analyse how to plan and agree implementation of 

the information system 


manage an information 

system 

1.2 Analyse the purpose and benefits of managing 


1.3 Explain the purpose and benefits of providing 

training to users and providing on-going support 


organisation requirements when using an 


1.5 Explain the purpose and benefits of monitoring use 


1.6 Analyse ways of monitoring use of an information 

system 

1.7 Explain the purpose and benefits of maintaining 

and updating an information system 

1.8 Analyse ways of maintaining and updating an 


1.9 Analyse the types of problems that may occur with 


305 



Date 

Portfolio 

reference 


type 


improving an information system 

2 Understand how to review 

and further develop an 


2.2 Analyse ways of evaluating an information system 


system and analyse them 

2.4 Analyse ways of resolving problems in an 


3.1 Provide training on the use of an information 

system 

3 Be able to manage an 


3.2 Provide on-going support to users 

3.3 Monitor use of, accuracy and productivity of an 

information system to meet organisational 

requirements 



3.5 Make sure an information system is maintained and 

updated, if required 

3.6 Identify, analyse and resolve problems when they 

occur 

4.1 Collect feedback on performance of an information 

system 

4 Be able to evaluate an 


4.2 Evaluate feedback and prioritise development 

needs of an information system, if required 

4.3 Provide information to enable further information 

system development 



306





(if sampled) 

307 



308 



Unit 52: Use Office Equipment 






Unit summary 

This unit is about using a variety of different office equipment following 

manufacturer’s and organisational guidelines. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.5 

3 3.1 – 3.3 

4 4.1 – 4.3 

5 5.1 

6 6.1 











letters 

emails 

memos. 



309







310 




Date 

Portfolio 

reference 


type 

1.1 Identify different types of equipment and their uses 

1.2 Describe the different features of different types of 

office equipment 

1 Know about different 

types of office equipment 

and its uses 

1.3 Explain why different types of equipment are 

chosen for tasks 

2.1 Explain the purpose of following manufacturer’s 

instructions when using equipment 

2.2 Explain the purpose of following organisational 

instructions when using equipment 


following instructions and 

health and safety 

procedures 

2.3 Identify health and safety procedures for using 

different types of equipment 

2.4 Explain the purpose of following health and safety 

procedures when using equipment 

2.5 Explain the purpose of keeping equipment clean 

and hygienic 

3.1 Give examples of waste when using equipment 

3.2 Give examples of ways to reduce waste 

3 Understand how to use 

equipment in a way that 

minimises waste 

3.3 Explain the purpose of minimising waste 

311 



Date 

Portfolio 

reference 


type 

4.1 Give examples of equipment problems 

4.2 Explain the purpose of following manufacturer’s 

instructions and organisational procedures when 

dealing with problems 

4 Know about the different 

types of problems that 

may occur when using 

equipment and how to 

deal with them 

4.3 Give examples of how to deal with problems 

5.1 Explain the purpose of meeting work standards and 

deadlines when using equipment 


meeting work standards 

and deadlines 

6.1 Explain the purpose of leaving equipment and the 

work area ready for the next user 


leaving equipment and the 

work area ready for the 

next user 



312

Date 

Portfolio 

reference 


type 

7.1 Locate and select equipment needed for a task 

7 Be able to use office 

equipment 

7.2 Use equipment following manufacturer’s and 

organisational guidelines 

7.3 Use equipment minimising waste 

7.4 Keep equipment clean and hygienic 

7.5 Deal with equipment problems following 

manufacturer’s and organisational procedures 

7.6 Refer problems, if required 

7.7 Make sure final work product meets agreed 

requirements 

7.8 Make sure that product is delivered to agreed 

timescale 

7.9 Make sure equipment, resources and work area are 

ready for the next user 





(if sampled) 

313 



314 



Unit 53: Maintain and Issue Stationery 

Stock Items 






Unit summary 

This unit is about the procedures involved in keeping a stock of business 

items that will be used in a business environment in order to complete the 

day to day work of the organisation. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.8 

2 2.1 – 2.2 

3 3.1 – 3.2 

4 4.1 







315


outcomes 

316 

5 

Assessment 

criteria 




5.2 – 5.3 

5.7 







letters 

emails 

memos 

stock records. 







purchase orders. 







letters 

emails 

memos. 







letters 

emails 

memos 

delivery notes. 




outcomes 

Assessment 

criteria 








stock records 

emails 

memos. 





8. 8.1 Evidence may be supplied via witness testimony, 





emails 

memos 

appraisals. 









317


Date 

Portfolio 

reference 


type 

1.1 Outline organisational requirements for ordering, 

taking delivery, storing, stock-taking, issuing and 

disposing of stationery stock items 


maintaining and issuing 

stationery stock items 

1.2 Outline ways of keeping up-to-date, accurate and 

legible records of stationery stock items 

1.3 Explain the purpose of knowing the level of demand 

for stationery stock items and how this may affect 

requirements for ordering and stock held 

1.4 Outline other factors that may affect the future 

level of demand for stationery stock held 

1.5 Give examples of suppliers that may be used when 

ordering stationery stock items 

1.6 Outline differences between ordering stationery 

stock items from internal and external suppliers 

1.7 Outline organisational procedures for issuing 

stationery stock items 

1.8 Outline when it may be necessary to ask for 

receipts for stationery stock items issued 



318

Date 

Portfolio 

reference 


type 

2.1 Outline organisational procedures for handling and 

storing stationery stock items safely and securely 

2 Know how to handle, store 

and dispose of stationery 

stock items 

2.2 Outline organisational procedures for the correct 

and safe disposal of stationery stock items 

3.1 Describe types of problems that may occur with 

deliveries and stationery stock items 

3.2 Describe organisational procedures for dealing with 

problems 

3 Understand problems that 

may occur with 

maintaining and issuing 

stationery stock items and 

how to deal with them 

4.1 Describe organisational procedures for 

recommending improvements for ordering, taking 

delivery, storing, stock-taking, issuing and 

disposing of unwanted or damaged stationery stock 

items 

4 Understand how to make 

recommendations for 

improving stationery stock 

handling 

319 



Date 

Portfolio 

reference 


type 

5.1 Maintain stationery stock items to required levels 


stationery stock levels 

5.2 Handle and store stationery stock safely and 

securely, maintaining its condition and following 


5.3 Carry out stock-takes as instructed and report 

problems 

5.4 Order stationery stock from suppliers within limits 

of own authority 

5.5 Chase up orders with suppliers 

5.6 Check incoming deliveries against orders and report 

any problems 

5.7 Keep up-to-date, accurate and legible records of 

stationery stock delivered and held 

6.1 Issue stationery stock items as requested, following 


6 Be able to issue items 

from stationery stock 

6.2 Keep up-to-date, accurate and legible records of 

stationery stock items issued 

7.1 Dispose of unwanted or damaged stationery stock 

items safely, following organisational procedures 

and legal requirements 


unwanted or damaged 

items of stationery stock 

8.1 Identify and recommend ways in which systems for 

receiving, issuing and disposing of stationery stock 

could be improved, as required 

8 Be able to make 

recommendations to 

improve stationery stock 

handling 



320





(if sampled) 

321 



322 



Unit 54: Order Products and Services 






Unit summary 

This unit is about the ordering and supply of products and services for an 

organisation, ensuring that the products and services supplied meet the 

needs of the organisation and represent the best value for money. 



exclusive. 


Outcomes 

Assessment 

Criteria 

1 1.1 – 1.8 

2 2.1 – 2.3 

3 3.1 – 3.3 

4 

4.1 

4.3 – 4.4 









information used. 






budgets. 



323


Outcomes 

324 

5 

Assessment 

Criteria 






orders 

delivery notes. 





letters 

emails 

memos. 





contract. 


reports/reflective accounts and professional 

discussion. 






records of monitoring. 






letters 

emails 

memos. 




Outcomes 

6 

Assessment 

Criteria 







records of monitoring. 


reports/reflective accounts and professional 

discussion. 






letters 

emails 

memos 

appraisals 

performance review. 








325


Date 

Portfolio 

reference 


type 

1.1 Identify different sources of information on 

products and services for an organisation 

1.2 Explain how to use different sources of information 

on products and services 


identify, select and 

negotiate the supply of 


1.3 Describe how to write a specification for a product 

or service 

1.4 Identify sources of products and services that meet 

the quality expectations of an organisation 

1.5 Explain the purpose of selecting products and 

services that represent best value for money 

1.6 Describe how to negotiate best value for money 

1.7 Explain the purpose of developing and maintaining 

good relationships with suppliers, and ways of 


1.8 Describe a supply chain and how it works 

2.1 Describe the procedures for the ordering and 

supply of products and services for an organisation 

2.2 Describe the needs and priorities for the ordering 

and supply of products and services for an 

organisation 

2 Understand organisational 

requirements and policies 

for the ordering and 

supply of products and 

services 

2.3 Explain the purpose of having organisational 

policies for the acceptance of gifts and hospitality 



326

Date 

Portfolio 

reference 


type 

3.1 Explain the purpose of monitoring and evaluating 

procedures for the ordering and supply of products 

and services, and ways of doing so 

3.2 Describe actions that may be taken to improve 

efficiency in the ordering and supply of products 

and services 


monitor, evaluate and 

improve procedures for 

the ordering and supply of 


3.3 Describe ways of getting better value for money for 

products and services provided 

4.1 Use available information to keep up to date with 

products and services in own area of work 

4.2 Agree a budget and specification for products or 

services to be ordered 



for the ordering and 


services 

4.3 Identify sources of products and services that meet 

the quality specification(s) of the organisation 

4.4 Select the product or service which represents best 

value for money 

4.5 Procure product(s) or service(s) following 


4.6 Negotiate with selected supplier(s) to reach an 

agreement which offers good value for money and 

which is acceptable to both parties, within limits of 

own authority 

4.7 Agree a contract for the supply of product(s) or 

service(s), within limits of own authority 

327 



Date 

Portfolio 

reference 


type 

5.1 Take actions to create and maintain partnerships 

with suppliers to improve quality and cut costs, 

within limits of own authority 

5.2 Monitor the performance of suppliers in line with 

the terms of the contract 


relationships with 

suppliers of products and 

services and deal with 

problems 

5.3 Deal with problems as they occur, seeking support 

from others, where necessary 

6.1 Monitor the ordering and supply of products and 

services for effectiveness and efficiency 

6.2 Evaluate the ordering and supply of products and 

services and identify areas for improvement 

6 Be able to monitor, 

evaluate and make 

recommendations to 

improve the ordering and 


services 

6.3 Suggest ways to improve effectiveness and 

efficiency and obtain better value for money for the 

supply of products and services 





(if sampled) 



328

Unit 55: Agree a Budget 






Unit summary 

This unit is about developing and agreeing a budget for a department or 

section within a business. 



exclusive. 


outcomes 

Assessment 

criteria 





2 








draft budget. 






budget. 


other units including: Units Q301, Q302, Q303, Q304, Q305, Q306, Q307. 



329







330 




Date 

Portfolio 

reference 


type 

1.1 Explain how to use estimations when developing a 

draft budget 


develop budgets 

1.2 Explain how to identify priorities and financial 

resources needed when preparing a budget 

1.3 Explain the purpose and benefits of identifying 

priorities when preparing a budget 

1.4 Explain the purpose and benefits of evaluating and 

justifying estimated costs and income 

1.5 Describe procedures for negotiating superseded 

budgets 

1.6 Describe skills needed for agreeing budgets 

2 Be able to agree a budget 2.1 Identify financial resources needed to achieve goals 

and objectives for agreeing a budget 

2.2 Evaluate and justify costs and risks 

2.3 Prepare a draft budget 

2.4 Negotiate and agree a budget 

331 







(if sampled) 



332

Unit 56: Manage Budgets 






Unit summary 

This unit is about managing and monitoring a budget for a department or 

section within an organisation. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.4 

3 3.1 – 3.3 










budgets 

financial records. 



333


outcomes 

334 

5 

Assessment 

criteria 







letters 

emails 

memos 

reports 

budgets 

financial records. 





records 

budgets. 






information produced 

budgets. 





calculations 

budgets. 





information produced 

budgets. 











335


Date 

Portfolio 

reference 


type 

1.1 Explain the purpose and benefits of managing 

financial resources effectively and efficiently 


budgets 

1.2 Identify legal, regulatory and organisational 

requirements for managing a budget 

1.3 Describe different types of budgetary systems and 

their features 

2.1 Describe methods for monitoring, controlling and 

recording income and expenditure 


manage budgets 

2.2 Describe ways in which costs may be minimised in 

own area of responsibility 

2.3 Identify situations in which corrective action may 

be needed 

2.4 Describe the scope of own authority for managing a 

budget and authorising expenditure 

3.1 Explain the purpose and benefits of reporting 

information on performance against budget 


performance against 

budgets 

3.2 Explain how to check the accuracy of budget 

calculations 

3.3 Explain the purpose and benefits of recording 

information that will help with the future 

preparation of budgets 



336

Date 

Portfolio 

reference 


type 

4.1 Control budget performance within limits and 


4 Be able to manage 

budgets 

4.2 Analyse and take action to minimise costs where 

possible 

4.3 Take corrective action to make sure of best value 

for money 

4.4 Authorise expenditure within the scope of own 

authority 

5.1 Record transactions, as required 

5 Be able to monitor 

budgets 

5.2 Produce information on performance against 

budget, when required 

5.3 Make sure all calculations are accurate 

5.4 Record information that will help with the 

preparation of future budgets 





(if sampled) 

337 



338 



Unit 57: Respond to Change in a Business 

Environment 






Unit summary 

This unit is about recognising the effects of changes in workplace activities 

and the people who carry them out. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.3 

2 2.1 – 2.8 

3 3.1 – 3.3 

4 

4.1 

4.4 











letters 

emails 

memos. 





tasks completed. 



339


outcomes 

340 

5 

Assessment 

criteria 



4.5. – 4.7 Evidence may be supplied via witness testimony 








feedback given by learner. 





letters 

emails 

memos. 









Date 

Portfolio 

reference 


type 

1.1 Give examples of changes in working practices in a 

business environment, and explain why they are 

happening 

1 Understand the causes 

and effects of change in a 


1.2 Describe the possible effects of changes in working 

practices on people within a business environment 

1.3 Explain how change can benefit an organisation, 

team and individual 

2.1 Describe ways in which individuals can support 

change in a business environment 

2 Understand own role in 

supporting change 

2.2 Explain the purpose and benefits of contributing to 

planning for change 

2.3 Explain how individuals can prepare for changes 

within a business environment and in ways of 

working 

2.4 Describe the types of support that people need 

during change 

2.5 Explain the benefits of good communication with 

others and accurate information during change 

2.6 Describe how to identify the effects of changes on 

own work and reasons for doing so 

2.7 Explain the purpose of reviewing the effects of 

changes on people, processes and outcomes 

2.8 Describe ways of reviewing the effects of changes 

on people, processes and outcomes 

341 



Date 

Portfolio 

reference 


type 

3.1 Explain the purpose of change as part of a process 

of continuous improvement 

3 Understand own role in 

responding to change 

3.2 Explain the possible effects of changes on own 

values 

3.3 Explain the benefits of responding positively to 

changes 

4.1 Identify changes needed in own area of work 

4 Be able to respond to 

change 

4.2 Make suggestions for change 

4.3 Complete own work tasks using changed 

procedures or ways of working 

4.4 Identify where training or other support is needed 

4.5 Actively seek support, as required 

4.6 Give support to other people during change, or 

seek support, as required 

4.7 Ask questions to clarify issues 

5.1 Give feedback on the effects of changes in own 

work 


evaluation of change 

5.2 Make suggestions for further actions, as required 





(if sampled) 



342


Business Environment (Level 3) 






Unit summary 

This unit is about making contributions to improving ways of working, 

products or services, by questioning, researching and actively developing 

ideas for new ways of working, products or services which can then be put 

forward as suggestions to decision-makers. 


This unit must not be taken with Unit 59 Contribute to Innovation in a 

Business Environment (Level 4) (K/601/2575). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.9 

3 3.1 – 3.2 







343


outcomes 

344 

Assessment 

criteria 

4 4.1 – 4.4 

5 5.1 – 5.2 

6 6.1 – 6.5 







letters 

emails 

memos 


information collected 

feedback given 

reports 

presentations. 












Date 

Portfolio 

reference 


type 

1.1 Explain the purpose of innovation as a way of 

staying competitive and offering new solutions 


and benefits of innovation 


1.2 Explain the purpose of questioning existing ways of 

working in own area of work and assumptions 

about them 

345 



Date 

Portfolio 

reference 


type 

2.1 Explain the purpose of reviewing existing working 

methods, products or services 

2.2 Explain ways of reviewing existing working 

methods, products or services 


contribute to research, 

develop and review ideas 

for new approaches and 

solutions 

2.3 Identify sources of information for new approaches 

and solutions 

2.4 Describe ways of collecting information on possible 

improvements 

2.5 Explain the purpose of working with others when 

developing new approaches and solutions 

2.6 Explain the benefits of working with others when 

agreeing how to present ideas to decision-makers, 


2.7 Explain how to work with others to develop and 

agree an idea 

2.8 Explain how to decide when an idea is or is not 

possible 

2.9 Explain the purpose of reviewing and learning from 

mistakes 

3.1 Explain the purpose of selling ideas to decisionmakers 

3.2 Describe how to present and sell suggestions for 

new approaches and solutions to decision-makers 

to achieve a positive outcome 


present suggestions for 

new approaches and 

solutions 



346

Date 

Portfolio 

reference 


type 

4.1 Question constructively existing ways of working in 



research and develop 

ideas 

4.2 Contribute to researching and identifying possible 

improvements to working methods, products or 

services in own area of responsibility 

4.3 Contribute to the collection of information that can 

be used to develop ideas for new approaches and 

solutions 

4.4 Agree criteria for evaluating ideas including fit with 

organisational aims and objectives 

5.1 Present and sell suggestions for new approaches 

and /or solutions 

5.2 Communicate risks to others in a suitable format 

5 Be able to present 

suggestions for new 

approaches and solutions 

347 



Date 

Portfolio 

reference 


type 

6.1 Contribute to the evaluation of ideas for new 

approaches and solutions using 

a fit with organisational aims and objectives 

6 Be able to evaluate, 

review and make 



b other agreed criteria 

6.2 Evaluate ideas to challenge own assumptions and 

thinking about ways of working, products or 

services 

6.3 Contribute to the selling of ideas to others 

6.4 Seek feedback on ideas, analyse feedback, and 

show a willingness to compromise 

6.5 Contribute to the assessment of idea(s) and decide 

whether a suggestion for a new approach/solution 

is possible 





(if sampled) 



348


Business Environment (Level 4) 






Unit summary 

This unit is about identifying and evaluating new ideas for innovation in the 

business environment. 


This unit must not be taken with Unit 58: Contribute to Innovation in a 

Business Environment (Level 3) (A/601/2547). 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 – 1.2 

2 2.1 – 2.11 

3 3.1 – 3.6 







349


outcomes 

350 

4 

Assessment 

criteria 

4.1 – 4.2 

4.5 







letters 

emails 

memos 

reports 







information collected. 






risk assessment. 






letters 

emails 

memos 

reports 


formal proposal. 




outcomes 

6 

Assessment 

criteria 

6.1 – 6.5 

6.7 








letters 

emails 

memos 









351


Date 

Portfolio 

reference 


type 

1.1 Evaluate the purpose of innovation as a way of 

staying competitive and offering new solutions 


and benefits of innovation 


1.2 Explain the purpose of questioning existing ways of 

working and assumptions about them 



352

Date 

Portfolio 

reference 


type 

2.1 Explain the purpose of reviewing existing products 

and services, and ways of doing so 

2.2 Evaluate ways of reviewing existing products and 

services 


research, develop and 

review ideas for new 


2.3 Identify sources of information for new approaches 

and solutions 

2.4 Describe ways of collecting information on possible 

improvements 

2.5 Explain the purpose of working with others when 

developing new approaches and solutions 


others when agreeing how to present ideas to 

decision-makers 

2.7 Evaluate how to work with others to develop and 

agree an idea 

2.8 Explain the purpose and benefits of acknowledging 

contributions made by others 

2.9 Explain how to evaluate ideas, including cost / 

benefit and impact analysis 

2.10 Explain how to question assumptions to develop 

concepts and propositions 

2.11 Explain the purpose of reviewing and learning from 

mistakes 

353 



Date 

Portfolio 

reference 


type 

3.1 Explain the purpose of selling ideas to decisionmakers 

3.2 Analyse how to present and sell suggestions for 

new approaches and solutions to decision-makers 

to achieve a positive outcome 


present suggestions for 

new approaches and 

solutions 

3.3 Explain the purpose of risk analysis 

3.4 Explain when it is appropriate to take ‘acceptable’ 

risks 

3.5 Evaluate the purpose and benefits of accepting 

feedback 

3.6 Explain how to develop and document proposals for 

change 

4.1 Question constructively existing ways of working in 


4 Be able to research and 

develop ideas for new 


4.2 Research and identify possible improvements to 

working methods, services or products in own area 

of responsibility 

4.3 Collect information that can be used to develop 

ideas for new approaches and solutions 

4.4 Carry out a risk analysis 

4.5 Agree criteria for evaluating ideas including fit with 

organisational aims and objectives 

5.1 Put forward a formal proposal of new approaches 

and /or solutions 

5.2 Communicate risks to others in a suitable format 

5 Be able to present 





354

Date 

Portfolio 

reference 


type 

6.1 Identify the cost and benefits of new ideas to 

include 

a resources required 

6 Be able to evaluate, 

review and make 



b assessment of impact on others 

6.2 Evaluate ideas for new approaches and solutions 

using 

a fit with organisational aims and objectives 

b other agreed criteria 

6.3 Evaluate ideas to challenge own assumptions and 

thinking about ways of working 

6.4 Put forward a formal proposal to persuade decisionmakers 

of the benefits of your idea(s) 

6.5 Communicate and sell ideas to others 

6.6 Seek feedback on ideas, analyse feedback, and 

show a willingness to adapt 

6.7 Assess idea(s) and decide whether a suggestion for 

a new approach/solution is possible 





(if sampled) 

355 



356 



Unit 60: Plan Change for a Team 






Unit summary 

This unit is about planning changes across teams in a department or part of 

an organisation at the level of a departmental manager or director. 



exclusive. 


outcomes 

Assessment 

criteria 

1 1.1 

2 2.1 – 2.3 

3 3.1 – 3.2 

4 4.1 – 4.5 







357


outcomes 

358 

5 

6 

Assessment 

criteria 


5.1 - 5.3 Evidence may be supplied via witness testimony 


5.4 

6.1 

6.3 







letters 

emails 

memos 

reports 

presentations 


initial plan. 







plan 

letters 

emails 

memos 

reports 










Date 

Portfolio 

reference 


type 

1.1 Explain the purpose and benefits of planning 

change for a team to organisations, individuals and 

a team 


and value of planning 

change 

2.1 Explain the purpose and benefits of engaging the 

team and individuals in planning change 

2 Understand the role of the 

team and individuals in 

planning change 

2.2 Explain the purpose and benefits of encouraging 

the team and individuals to feel that they are 

making contributions to planning change 

2.3 Explain the purpose and benefits of using a team 

and individuals to challenge ways of working 

constructively and creatively when planning change 

3.1 Explain the purpose and benefits of having goals for 

changes in a team and communicating them to 

those involved 


and value of 

communication when 


3.2 Explain the purpose and benefits of making sure 

decision-makers are committed to planned changes 

359 



Date 

Portfolio 

reference 


type 

4.1 Explain the purpose and benefits of being adaptable 

during change planning and the change process 

4.2 Explain the purpose and benefits of being able to 

renegotiate plans for changes 


and value of negotiation 

and dealing with problems 

when planning change 

4.3 Analyse the types of problems and risks that may 

occur while planning change 

4.4 Explain ways of responding to problems while 


4.5 Explain the purpose and benefits of dealing with 

problems when planning change 

5.1 Recognise opportunities for change for a team 

5.2 Review options for change in terms of the 

constraints, risks, benefits, costs and implications 

for a team 

5 Be able to identify and 

develop opportunities for 

change for a team 

5.3 Identify the risks and benefits for a team 

associated with options for change 

5.4 Persuade the team to commit itself to change 

6.1 Encourage individuals and the team to challenge 

existing ways of working and put forward new ideas 

6 Be able to plan change for 

a team 

6.2 Plan change for a team identifying vision, goals, 

objectives, timescales and resources 

6.3 Agree plans for change with relevant decisionmakers, 

as required 



360





(if sampled) 

361 



362 



Unit 61: Administer Human Resource 

Records 






Unit summary 

This unit covers the knowledge and understanding learners need to 

administer Human Resource records. It also covers the practical application 

of this knowledge and understanding. 


No further guidance has been provided for this unit. 









363


Date 

Portfolio 

reference 


type 

1.1 Describe the systems, procedures and software 

used by the organisation for administering Human 

Resource records 

1 Understand how to create 

personnel files for new 

starters 

1.2 Describe the information that should be entered in 

a new personnel file 

2.1 Explain how to enter and update Human Resource 

information in a personnel file 


maintain Human Resource 


2.2 Describe the Human Resource information that 

should be held for members of staff 

2.3 Explain the action that should be taken if Human 

Resource information is incomplete 

3.1 Describe the types of Human Resource reports that 

may be requested 


Human Resource 


3.2 Explain how to produce reports from individual or 

multiple Human Resource files 



364

Date 

Portfolio 

reference 


type 

4.1 Describe the current legislation that applies when 

dealing with Human Resource records 

4.2 Clarify the limits and scope of responsibilities and 

authority in administering HR records 


organisational and legal 

requirements for 

administering Human 

Resource records 

4.3 Describe the data protection principles that apply to 

HR records 

4.4 Explain organisation procedures for confidentiality 

of HR records 

4.5 Explain organisation procedures for security of HR 

records 

4.6 Explain the purpose of confidentiality and security 

of HR information 

4.7 Describe the potential consequences of a breach of 

confidentiality or security 

4.8 Explain organisation policy and procedure for 

removal of out of date HR information 

4.9 Explain organisation policy and procedure for 

archiving HR information 

365 



Date 

Portfolio 

reference 


type 

5.1 Open a new personnel file 

5.2 Record required information about employee 

5 Be able to create 

personnel files for new 

starters 

5.3 File relevant employee documents 

5.4 Process monitoring data, as appropriate 

5.5 Check that information is complete, requesting 

missing information where necessary 

6.1 Keep required personnel information up to date 

6.2 Maintain records of personnel information 


Human Resource 


6.3 Process and file relevant correspondence and 

documentation 

7.1 Provide information from individual personnel files 

as requested 

7 Be able to report Human 

Resource information 

7.2 Provide management information reports as 

requested 

8.1 Comply with organisational and legal requirements 

for confidentiality, freedom of information, data 

protection and security of information 

8 Be able to comply with 


requirements 

8.2 Remove out of date information in line with 

organisational policy and procedures 

8.3 Archive relevant information in line with current 

legislation and organisational policy and procedures 



366





(if sampled) 

367 



368 



Unit 62: Administer the Recruitment and 

Selection Process 






Unit summary 


administer the recruitment and selection process. It also covers the 

practical application of this knowledge and understanding. 

Assessment Guidance 










369


Date 

Portfolio 

reference 


type 

1.1 Explain organisational policies, procedures and 

constraints that affect the area of responsibility 


advertise job vacancies 

1.2 Explain the procedures to identify and process 

personnel requirements in the organisation 

1.3 Explain ways in which personnel requirements are 

expressed in job descriptions and persons 

specifications 

1.4 Explain how to interpret personnel requirements in 

job descriptions and persons specifications 


dealing with recruitment and selection 

1.6 Clarify the limits and scope of their responsibilities 

and authority in administering the recruitment and 

selection process 

1.7 Describe the types of information to include in a job 

advertisement 

1.8 Explain the legal/organisational requirements that 

affect the type of information in the job 

advertisement 

1.9 Explain how to place advertisements in different 

locations 

1.10 Explain how to liaise with recruitment agencies 



370

Date 

Portfolio 

reference 


type 

2.1 Describe the type of information that should be in 

an application pack 


respond to potential 

applicants 

2.2 Describe the types of queries that applicants may 

have 

2.3 Explain how to respond to the queries that 

applicants may have 

2.4 Explain how to keep records of responses received 

2.5 Clarify the purpose of keeping records of responses 

received 

371 



Date 

Portfolio 

reference 


type 

3.1 Describe organisational procedures used to shortlist 

the applicants 


administer the selection 

process 

3.2 Describe the procedures and methods for 

contacting shortlisted candidates to invite them to 

participate in the selection process 

3.3 Explain how to process feedback for unsuccessful 

applicants 

3.4 Describe the different types of selection processes 

that may be used and how they work 

3.5 Clarify the selection processes used in the 

organisation and their role in those 

3.6 Explain the administrative support needed for 

different types of selection processes 

3.7 Explain the procedures for obtaining the resources 

needed for the selection process 

3.8 Describe the range of documentation that is used 

for selection by their organisation 

3.9 Clarify the purpose of giving candidates a 

favourable impression of the organisation 

3.10 Describe the range of records that must be kept 

following the selection process 

3.11 Explain the purpose of following organisational 

procedures for keeping records following the 




372

Date 

Portfolio 

reference 


type 

4.1 Describe the range of pre-employment checks 

4.2 Explain how to carry out pre-employment checks 


administer the 

appointment process 

4.3 Explain how to format offer letters and employment 

contracts 

4.4 Explain the purpose of confidentiality and security 

of record keeping 

5.1 Confirm the personnel requirements with the 

responsible person 

5 Be able to advertise job 

vacancies 

5.2 Confirm the information that will appear in the job 

advertisement 

5.3 Confirm how the vacancy will be advertised 

5.4 Advertise the vacancy as agreed 

5.5 Liaise with relevant agencies to confirm details of 

job vacancies 

5.6 Liaise with the relevant agencies to make sure they 

understand the requirements of the organisation 

373 



Date 

Portfolio 

reference 


type 

6.1 Send out application packs or other information to 

potential applicants 


potential applicants 

6.2 Respond appropriately to queries from potential 

applicants 

6.3 Maintain records of responses received 

7.1 Collate applications and make available to those 

involved in the selection 

7 Be able to administer the 


7.2 Invite shortlisted candidates to take part in the 


7.3 Process feedback to unsuccessful applicants 

7.4 Keep records of responses from shortlisted 

candidates 

7.5 Provide appropriate support for the selection 

process 

7.6 Help to make sure candidates have a positive 

impression of the organisation 

7.7 Keep records of the outcomes of the selection 

process 

8.1 Carry out appropriate pre-employment checks 

8 Be able to administer the 

appointment process 

8.2 Format and send out offer letters and employment 

contracts 

8.3 Maintain records of the recruitment and selection 

process in line with current legislation and 

organisational requirements 



374





(if sampled) 

375 



376 



Unit 63: Administer Parking and Traffic 

Challenges, Representations and 

Civil Parking Appeals 






Unit summary 


administer parking and traffic challenges, representations and civil parking 

appeals. It also covers the practical application of this knowledge and 

understanding. 











377


Date 

Portfolio 

reference 


type 

1.1 Describe the services they are responsible for 


and authority in providing services 

1.3 Explain their organisation’s policies, procedures and 

constraints that affect services in their area of 

responsibility 



context for administering 

parking and traffic 

challenges, 

representations and 

appeals 

1.4 Explain how to apply their organisation’s policies, 

procedures and constraints in their work 

1.5 Describe the current legislation, codes of practice 

and Traffic Regulation Orders that apply when 

dealing with challenges, representations and CPN 

appeals 

1.6 Explain the requirements of the Data Protection Act 

and its implications for their role 

1.7 Explain how to access and use the sources of 

information needed to deal with challenges, 

representations and CPN appeals 

1.8 Interpret the documents that are used in parking 

control administration in relation to dealing with 

challenges, representations and CPN appeals 



378

Date 

Portfolio 

reference 


type 

2.1 Explain how to communicate effectively with 

customers in order to be clear about the nature of 

their enquiry 

2.2 Clarify the courses of action available to customers 


register receipt of 

challenges, 

representations and CPN 

appeals 

2.3 Clarify the information that is needed to consider a 

challenge, representation or CPN appeal 

2.4 Explain why the specified information is required 

2.5 Explain the criteria for cancellation 

2.6 Clarify why it is important to record receipt of a 

challenge, representation or CPN appeal 

2.7 Explain how to identify evidence that is reliable, 

valid and sufficient 

2.8 Describe the information and evidence that has to 

be provided by the customer 

2.9 Explain how to check that customer information is 

valid 

2.10 Describe the specialist software used by their 

organisation for the recording and processing of 

challenges, representations and CPN appeals 

2.11 Explain how to use the specialist software used by 

their organisation for the recording and processing 

of challenges, representations and CPN appeals 

379 



Date 

Portfolio 

reference 


type 

3.1 Describe the range of internal evidence that is 

needed to support a reliable decision 

3.2 Explain where to obtain the internal information 

that is needed to support a reliable decision 


respond to challenges, 


appeals 

3.3 Explain how to clarify the details of the customer’s 

challenge, representation and CPN appeal through 

oral or written questioning 

3.4 Clarify the limits of own responsibility in 

investigating challenges, representations and CPN 

appeals 

3.5 Identify who to refer matters outside of own 

authority to 

3.6 Explain how to identify and obtain evidence that 

has not been provided 

3.7 Explain how to make decisions that are supported 

by the evidence and comply with current legal and 

organisational requirements 

3.8 Identify the courses of action that a customer can 

take once a decision has been made 

3.9 Explain the consequences of taking the courses of 

action that a customer can take once a decision has 

been made 



380

Date 

Portfolio 

reference 


type 

4.1 Respond promptly to a customer’s initial enquiry 

with accurate advice 

4.2 Record receipt of the written challenge, 

representation or CPN appeal 

4 Be able to register receipt 

of challenges, 


appeals 

4.3 Make sure they have the information they need to 

understand the customer’s case 

4.4 Check the details of the documentation received for 

accuracy, consistency and validity 

4.5 If the documentation fails to meet the requirements 

for considering the challenge, representation or 

CPN appeal promptly inform the customer of this 

and the courses of action they can take 

4.6 If the customer’s situation does not fall within 

recognised criteria for cancellation inform the 

customer of this and the courses of action they can 

take 

4.7 At all stages, comply with organisational and legal 

requirements 

381 



Date 

Portfolio 

reference 


type 

5.1 Collate evidence for response to the challenge, 

representation or CPN appeal 


challenges, representation 

and CPN appeals 

5.2 If necessary, take prompt action to suspend the 

enforcement process while the case is being 

investigated 

5.3 Make sure all internal records are accurate, reliable, 

valid and up-to-date 

5.4 Review the documentation to make sure there is 

sufficient evidence 

5.5 Decide whether there is a need for additional 

evidence 

5.6 Where necessary, obtain the additional items of 

evidence needed 

5.7 Refer any matter which is beyond the limits of their 

responsibility to the appropriate person 

5.8 Review all evidence and make a decision 

5.9 Inform the customer, in writing and within agreed 

timescales, of the decision and the courses of 

action that they can take 

5.10 Where appropriate, reactivate the enforcement 

process 

5.11 Keep copies of all correspondence and update 

records 

5.12 At all stages, comply with current organisational 

and legal requirements 



382





(if sampled) 

383 



384 



Unit 64: Administer Statutory Parking and 

Traffic Appeals 






Unit summary 


administer statutory parking and traffic appeals. It also covers the practical 

application of this knowledge and understanding. 











385


Date 

Portfolio 

reference 


type 

1.1 Describe the services for which they are responsible 

1.2 Explain the organisation’s policies, procedures and 






statutory parking and 

traffic appeals 

1.3 Describe the rules that apply when dealing with 

statutory appeals (eg Codes of Conduct, Code of 

Practice) 

1.4 Interpret Traffic Regulation Orders 


dealing with statutory appeals (eg Traffic 

Management Act 2004) 


and its implications for their role 



386

Date 

Portfolio 

reference 


type 

2.1 Describe the specialist software used by their 


statutory appeals 


prepare case evidence 

2.2 Explain how to identify evidence that is sufficient, 

reliable and valid 

2.3 Identify the information that has to be provided 

2.4 Explain how to check that information provided is 

accurate 

2.5 Explain the grounds on which someone may appeal 

2.6 Explain the grounds on which someone may file a 

statement of truth 

2.7 Clarify the importance of acting within the given 

deadline for the case and the consequences of 

failing to do so 

2.8 Clarify the limits of their responsibility in 

investigating statutory appeals 

2.9 Identify to whom matters outside own authority 

should be referred 

3.1 Describe what evidence is needed and why 

3.2 Explain how to identify evidence that has not been 

provided 


investigate the case for 

statutory appeal and 

decide how to proceed 

3.3 Explain how to obtain evidence that has not been 

provided 

3.4 Identify who to consult if further information is 

needed 

387 



Date 

Portfolio 

reference 


type 

4.1 Explain how to prepare a case summary 


contest a statutory appeal 

4.2 Explain how to present a case summary 

4.3 Clarify why it is important to present a case 

summary in the specified way 

4.4 Explain how to prepare the documentation for a 

case that is not to be contested 

4.5 Explain the organisation’s requirements for the 

presentation and organisation of documents for a 

statutory appeal hearing 

4.6 Explain how to prepare to attend a hearing 

4.7 Explain the Code of Conduct which regulates how to 

behave when attending a statutory appeal 

4.8 Describe the kinds of further information that might 

be requested 



388

Date 

Portfolio 

reference 


type 

5.1 Describe the actions to take to close a case 

5.2 Explain how to arrange for refunds of fees to be 

paid 


respond to the outcome of 

a statutory appeal 

5.3 Describe the records (paper and electronic) that 

need to be updated to record the outcome of the 

statutory appeal and how to do this 

5.4 Identify who to inform of the outcomes of a 

statutory appeal 

5.5 Clarify why it is important to inform specified 

persons of the outcomes of a statutory appeal 

5.6 Explain the courses of action that are available to 

the appellant 

5.7 Explain the courses of action that are available to 

the respondent 

5.8 Describe what actions to take to reactivate the 

recovery process 

389 



Date 

Portfolio 

reference 


type 

6.1 Record receipt of the statutory appeal notification 

or revocation order 

6 Be able to prepare case 

evidence 

6.2 Take action to suspend the enforcement process 

during the investigation 

6.3 Check the details of the documentation received for 

accuracy and consistency 

6.4 Notify the appropriate person of any discrepancies 

6.5 Understand the grounds on which the customer is 

appealing or the statement of truth has been filed 

6.6 At all stages comply with current organisational and 

legal requirements 

6.7 At all stages carry out work within the given 

deadline for the case 



390

Date 

Portfolio 

reference 


type 

7.1 Make sure all necessary evidence is present, 

accurate, valid and reliable 

7.2 Identify and obtain any additional items of evidence 

that are needed 

7 Be able to investigate a 

case for statutory appeal 

and decide how to 

proceed 

7.3 Where necessary consult other people to obtain 

further information 

7.4 Refer any matter which is beyond the limits of own 

responsibility to the appropriate person 

7.5 Review all evidence 

7.6 Make and record a decision on the basis of the 

evidence 

7.7 Where the decision is not to contest the statutory 

appeal or the statement of truth, make sure that 

the adjudicator and appellant or respondent are 

informed and that the decision has been recorded 

properly 

7.8 At all stages comply with current organisational and 

legal requirements 

391 



Date 

Portfolio 

reference 


type 

8.1 Prepare a case summary in accordance with 

organisational guidelines and relevant codes of 

practice 

8 Be able to contest a 

statutory appeal 

8.2 Collate, label and present documentation in the 

format required by the appeals service 

8.3 Make sure copies of documentation are provided to 

all relevant people 

8.4 Make sure that they are prepared to respond to 

requests for further information including when a 

statutory appeal is referred by an adjudicator to an 

independent person to consider mitigation 

8.5 If they attend the hearing, ensure that they are 

fully conversant with the case and comply with the 

Code of Conduct for personal attendance 

9.1 On receiving notification of the outcome of the 

statutory appeal, update all records in accordance 

with organisational and legal requirements 

9 Be able to respond to the 

outcomes of a statutory 

appeal 

9.2 Proceed with the case as appropriate to the 

outcomes of the statutory appeal 

9.3 Review and consider the adjudicator’s feedback 

9.4 Take appropriate actions in response to the 

adjudicator’s feedback 



392





(if sampled) 

393 



394 



Unit 65: Administer Parking and Traffic 

Debt Recovery 






Unit summary 

This unit is about the skills, knowledge and understanding required to 

administer parking and traffic debt recovery. 











395


Date 

Portfolio 

reference 


type 

1.1 Describe the services they are responsible for 






parking and traffic 

recovery 


constraints that affect services in own area of 


1.4 Explain how to apply their organisation’s policies, 

procedures and constraints that affect services in 


1.5 Describe the current legislation and regulations that 

apply 


and its implications for own role 

1.7 Explain the criteria, policy and procedures in 

relation to debt recovery (eg for non-collection, 

write off, case closure, tracing and recovery, 

maximising debt collection, reporting, performance 

management) 

1.8 Explain the debt recovery process within the 

organisation 



396

Date 

Portfolio 

reference 


type 

2.1 Explain the role of Traffic Enforcement Centre 

and/or the magistrates court in the debt recovery 

process 

2 Understand the processes 

involved in debt recovery 

2.2 Describe the debt recovery documentation to be 

served 

2.3 Explain how to serve debt recovery documentation 

2.4 Describe the case evidence that may be used2.5 

Explain how to investigate a case 

2.6 Clarify the limits of own responsibility 

2.7 Identify to whom matters outside own authority 

should be referred 

2.8 Describe the range of possible outcomes of a case 

2.9 Identify the appropriate actions to take for each 

possible outcome of a case 

2.10 Clarify the role of debt recovery agents and other 

agencies 

2.11 Explain how to communicate effectively with debt 

recovery agents and other outside agencies 

2.12 Clarify the importance of the audit trail 

2.13 Explain how to update and maintain records as 

necessary 

2.14 Describe the reports that are required 

2.15 Explain how and when to produce required reports 

2.16 Explain how to close a case in line with 

organisational policy and relevant legislation 

397 



Date 

Portfolio 

reference 


type 

3.1 Monitor the quality of the data to be registered at 

Traffic Enforcement Centre (TEC) or magistrates 

court 

3 Be able to administer 

parking and traffic debt 

recovery 

3.2 Ensure debt recovery documentation is served in 

accordance with organisational policy and relevant 

legislation 

3.3 Investigate the case and prepare case evidence in 

accordance with organisational policy and relevant 

legislation 

3.4 Review all evidence; make and record a decision on 

the basis of the evidence 

3.5 Where the decision is not to pursue the case make 

sure that relevant people are informed and that the 

decision has been recorded properly 

3.6 Where the decision is to pursue the case, proceed 

in accordance with organisational policy and 

relevant legislation 

3.7 Respond appropriately to the outcomes of the case, 

review feedback and take appropriate action 

3.8 Liaise with debt recovery agents 

3.9 Liaise with outside agencies 

3.10 Monitor the performance of debt recovery agents 

3.11 Produce relevant reports 

3.12 Update and maintain records in line with 

organisational policy and relevant legislation 



398

Date 

Portfolio 

reference 


type 

3.13 At all stages carry out work within the given 

deadlines for the case 

3.14 Close the case in accordance with organisational 

policy and relevant legislation 





(if sampled) 

399 



400 



Unit 66: Administer Parking Dispensations 






Unit summary 


administer dispensations. It also covers the practical application of this 

knowledge and understanding. 











401


Date 

Portfolio 

reference 


type 

1.1 Describe the services that they are responsible for 






parking dispensations 




1.4 Explain how to apply the organisation’s policies, 

procedures and constraints that affect services in 

their area of responsibility 

1.5 Describe the current legislation, Traffic Regulation 

Orders and other regulations that apply 

1.6 The requirements of the Data Protection Act and its 

implications for own role 

1.7 Describe the specialist software used by the 

organisation for the issue of permits, season 

tickets, suspensions, dispensations/waivers and 

blue badges 

1.8 Explain how to use the specialist software used by 

the organisation for the issue of permits, season 

tickets, suspensions, dispensations/waivers and 

blue badges 



402

Date 

Portfolio 

reference 


type 

2.1 Explain the criteria, policy and procedures in 

relation to permits, season tickets, suspensions, 

dispensations /waivers and blue badges 

2 Understand the processes 

involved in administering 


2.2 Clarify the range of checks that are relevant to 

applications 

2.3 Explain how and when to carry out the range of 

checks that are relevant to applications 

2.4 Clarify the organisation’s anti-fraud policies and 

procedures 

2.5 Explain how to operate the organisation’s anti-fraud 

policies and procedures 

2.6 Describe the evidence required to support an 

application for a permit, season ticket, suspension, 

dispensation/waiver or blue badge 

2.7 Explain the payment and refund processing within 


2.8 Explain how to communicate effectively with 

customers and other relevant departments 

2.9 Clarify the importance of the audit trail of controlled 

stationery 

2.10 Explain how to update and maintain records as 

necessary 

403 



Date 

Portfolio 

reference 


type 

3.1 Advise customers on criteria for eligibility 

3.2 Review applications and supporting evidence 

against published criteria 

3 Be able to receive and 

process applications for 


3.3 Seek additional evidence from the customer if 

required 

3.4 Carry out relevant checks in accordance with 


3.5 Where necessary, seek opinions from appropriate 

medical professionals 

3.6 Handle supporting documentation securely and in 

line with current legislation or relevant terms and 

conditions 

3.7 Make a decision to approve or decline the 

application 

4.1 Communicate the decision to the customer, return 

documentation where necessary and issue 

appropriate paperwork 

4 Be able to issue 

documentation for parking 

dispensations 

4.2 Maintain appropriate records including renewals 

4.3 Process payments and handle refunds in line with 


4.4 Communicate the decision or information to other 

relevant departments 



404





(if sampled) 

405 



406 



Unit 67: Provide Administrative Support in 

Schools 






Unit summary 

This unit is about providing administrative support within a school 

environment, including understanding the policies, procedures, environment 

and own role within a school. 











407


Date 

Portfolio 

reference 


type 

1.1 Explain why it is important to build positive working 

relationships with contacts 

1.2 Describe how to build positive working relationships 

with contacts 


develop and maintain 

contacts in a school 

environment 

1.3 Clarify why it is important for the school to have a 

friendly and efficient way of dealing with contacts 

1.4 Describe the types of contacts they deal with and 

the requirements that they have 

1.5 Explain how to meet the needs of contacts 

1.6 Explain why it is important to present a positive 

image of themselves and their school 


contacts – including conflict and aggression 

1.8 Explain the procedures for dealing with the types of 

problems that may occur with contacts – including 

conflict and aggression 

1.9 Describe the types of administrative and 

organisational support that they may be required to 

provide to school contacts and the wider 

community 



408

Date 

Portfolio 

reference 


type 

2.1 Describe the social context in which the school 

operates, including the cultural diversity of the 

community 


environment in which the 

school operates 

2.2 Explain how the social context in which the school 

operates impacts on the school environment 

3.1 Explain how their own role contributes to the 

school’s goals 

3 Understand how their own 

role contributes to the 

work of the school 

3.2 Explain how their own role contributes to the 

school’s improvement or development priorities 

3.3 Explain how their own role supports teaching and 

learning 

3.4 Clarify the limits of their own authority 

3.5 Explain why it is important to act within the limits 

of own authority 

3.6 Clarify when to refer issues to a higher authority 

3.7 Identify who to refer issues to 

409 



Date 

Portfolio 

reference 


type 

4.1 Describe the policy context, wider issues and 

initiatives that affect the work of the school (eg 

relevant authority policies; government standards, 

legislation and regulations; government initiatives; 

etc) 

4 Understand the policies 

and procedures they 

should follow in a school 

environment 

4.2 Explain the school’s policy and administrative 

procedures for dealing with parents, guardians and 

carers 

4.3 Clarify their roles and responsibilities in relation to 

the school’s policy and administrative procedures 

for dealing with parents, guardians and carers 

4.4 Explain their school’s policy and administrative 

procedures for dealing with pupils and students 


their school’s policy and administrative procedures 

for dealing with pupils and students 

4.6 Explain the school’s policy and administrative 

procedures for dealing with the wider community 


their school’s policy and administrative procedures 

for dealing with the wider community 

5.1 Explain how to comply with policies and procedures 

relating to child protection and student welfare 

5.2 Explain how to report concerns about child 

protection and student welfare to an appropriate 

person 

5 Understand policies and 

procedures in relation to 

child protection and 

student welfare in a school 

environment 



410

Date 

Portfolio 

reference 


type 

6.1 Explain the purpose of school administration 

systems and procedures 

6 Understand the school’s 

administrative systems 

and procedures 

6.2 Clarify why the school’s administrative systems and 

procedures are important 

6.3 Describe the school’s administrative and 

organisational systems and procedures in relation 

to own role 

6.4 Explain methods of analysing and evaluating 


6.5 Clarify the school’s procedures for producing 

reports 

7.1 Explain how to identify confidential information in 

line with the school’s procedures and relevant data 

protection legislation 

7 Understand how to handle 

confidential information in 

a school environment 

7.2 Explain why confidential information should be 

safeguarded 

7.3 Explain how to safeguard confidential information 

7.4 Explain the limits of their authority in relation to 

confidential information 

7.5 Clarify when to refer confidential information to the 

relative authority or appropriate person 

7.6 Explain who to refer confidential information to (eg 

where concerns for a child’s safety override 

confidentiality) 

411 



Date 

Portfolio 

reference 


type 

8.1 Build positive working relationships 

8.2 Present a positive image of themselves and their 

school 

8 Be able to develop and 

maintain contacts in a 

school environment 

8.3 Communicate effectively with contacts 

9.1 Follow school policies and procedures for dealing 

with parents, guardians and carers 


with pupils and students 

9 Be able to follow school 

procedures for 

relationships with other 

people 


with colleagues and the wider community 

10.1 Provide effective administrative and organisational 

support to school contacts and the wider 

community 

10 Be able to implement 

school administrative 

systems and procedures 

10.2 Operate school administration systems 

10.3 Analyse and evaluate information 

10.4 Produce reports in line with school procedures 

11.1 Safeguard confidential information 

11.2 Act within the limits of their authority 

11 Be able to handle 

confidential information in 

a school environment 

11.3 Refer issues beyond their authority to the 

appropriate person 



412





(if sampled) 

413 



414 



Unit 68: Administer Legal Files 






Unit summary 

This unit aims to provide the learner with the skills and underpinning 

knowledge to open, maintain and administer legal files; review and close 

files; prepare final bills and store; and arrange for files to be archived. 











415


Date 

Portfolio 

reference 


type 

1.1 Describe the administrative services that they are 

responsible for 

1.2 Explain the limits and scope of their responsibilities 

and authority in providing administrative services 

1 Understand legislative and 


for administering legal 

files 


constraints that affect administrative services in 

their area of responsibility 

1.4 Describe the duty of confidentiality that applies 

when they are dealing with client information 

1.5 Describe the specialist software used by the 


legal cases 

1.6 Explain the importance of accuracy and attention to 

detail when dealing with information in a legal 

context 

1.7 Explain where and when to refer matters that are 

beyond their authority 

1.8 Explain how to prioritise work and work to other 

people’s priorities 



416

Date 

Portfolio 

reference 


type 

2.1 Describe the type of legal work that their 

department is involved in (for example, 

conveyancing, family law, commercial, litigation) 

2 Understand the type of 

legal work they are 


2.2 Interpret the particular legal terminology that is 

associated with different types of legal work 

3.1 Explain the organisation’s procedures for opening 

files 

3 Understand how to open 

legal files 

3.2 Describe the different checks and searches that are 

needed 

3.3 Explain how to carry out the different checks and 

searches 

3.4 Explain the contents and purpose of a client care 

letter 

3.5 Explain how to prepare a client care letter 

417 



Date 

Portfolio 

reference 


type 

4.1 Describe the organisation’s house-style for the 

presentation of files and documents 


maintain and administer a 

legal file 

4.2 Describe the types of documents that are required 

4.3 Explain how to prepare the different types of 

documents that are required 

4.4 Explain how to carry out research required by the 

fee earner 

4.5 Explain how to report progress to clients 

4.6 Explain how to record costs and disbursements 

4.7 Explain how time spent on a matter is monitored 

and recorded in their organisation 

4.8 Describe the range of activity and documentation 

that needs to be noted within a file 

4.9 Explain how and when to generate bills from the 

information in a file 

5.1 Explain the types of documents, knowledge or data 

that might need to be added to the organisation’s 

precedent, knowledge or data bank 

5 Understand how to close 

and archive a legal file 

5.2 Describe the organisation’s procedures for closing 

and archiving files 

5.3 Explain how to sort a file and identify materials that 

do not need to be kept 



418

Date 

Portfolio 

reference 


type 

6 Be able to open a legal file 6.1 Carry out checks and searches as appropriate and 

report on outcomes to the fee earner 

6.2 Receive money on account from clients as 

instructed and process in line with organisational 

requirements 

6.3 Open a file and enter matter information 

6.4 Generate client care letters 

7.1 Produce and amend correspondence and 

documents as instructed 

7 Be able to maintain and 

administer a legal file 

7.2 Make sure all relevant timescales and dates are 

entered in appropriate diaries 

7.3 Carry out research as instructed and report back to 

fee earner 

7.4 Report progress to clients as instructed by fee 

earner 

7.5 Make sure all costs and disbursements are recorded 

accurately 

7.6 Make sure all file management activities conform to 

house-style and organisational requirements 

7.7 Make sure all time spent on the matter is recorded 

accurately 

7.8 Generate bills as requested, in accordance with 

instructions 

419 



Date 

Portfolio 

reference 


type 

8.1 Review the file and identify any outstanding issues 

and unbilled disbursements 

8 Be able to close and 

archive a legal file 

8.2 Report outstanding issues to the fee earner for 

resolution 

8.3 Where necessary, deal with reimbursements 

8.4 Check with the fee earner whether any documents, 

knowledge or data needs to be added to the firm’s 

precedent, knowledge or data bank 

8.5 Make sure the file is complete for preparation of the 

final bill 

8.6 If appropriate, prepare the final bill 

8.7 Complete file closing documentation 

8.8 Check that the account shows a nil balance 

8.9 Notify relevant people that the file is closing 

8.10 Sort the file, removing unnecessary material 

8.11 Check with the fee earner on the appropriate 

distribution of documents 

8.12 Make sure that hard copies of electronic 

communications are in the file 

8.13 Prepare a schedule of the file contents so that they 

can be readily retrieved 

8.14 Correctly label files for storage 

8.15 Amend records to show that the file is closed 

8.16 Make arrangements for the file to be archived 



420





(if sampled) 

421 



422 



Unit 69: Build Case Files 






Unit summary 

This unit is about the skills and underpinning knowledge to receive and 

open case files; review and build case files; submit case files; and follow up 

any actions. 











423


Date 

Portfolio 

reference 


type 

1.1 Describe the services that they are responsible for 

1.2 Describe the limits and scope of their 

responsibilities and authority in providing these 

services 



context for building case 

files 




1.4 Explain how to apply their organisation’s policies 


1.5 Describe the legislation, regulations and codes of 

practice that apply in the sector to their area of 


1.6 Describe the working culture and practices in the 

sector 

1.7 Explain their organisation’s procedures for building 

cases 

1.8 Describe when and to whom to refer matters that 

are beyond their authority 



424

Date 

Portfolio 

reference 


type 

2.1 Explain the legal and organisational requirements 

covering the security and confidentiality of 



information when building 

cases 

2.2 Clarify the purpose of accuracy and attention to 


context 

2.3 Explain how to access and use the sources of 

information that are required 

2.4 Describe their organisation’s house style and 

requirements for presentation of case files and 

documentation 

425 



Date 

Portfolio 

reference 


type 

3.1 Explain how to identify evidence and materials that 

have not been provided 

3 Understand how to build a 

case file 

3.2 Explain the types of evidence and materials that 

may be required 

3.3 Explain how and where to obtain evidence and 

materials that have not been provided 

3.4 Explain how to conduct interviews and gather 

evidence 

3.5 Explain how to adapt communication to the needs 

of a witness or client 

3.6 Describe the types of documentation and 

correspondence that might be required and how to 

produce them 


needed 

3.8 Identify the timescales and deadlines that apply to 

the case 

3.9 Explain the consequences of failing to meet given 

timescales and deadlines 

3.10 Explain the types of follow-up action that may be 

required 



426

Date 

Portfolio 

reference 


type 

4 Be able to build a case file 4.1 Receive and open a case file 

4.2 Review the case file and identify additional 

evidence and materials required 

4.3 Obtain all additional items of evidence and 

materials 

4.4 Produce documents and correspondence 

4.5 Consult other people where necessary 

4.6 Make sure information is kept secure and 

confidential 

4.7 Review the materials to make sure all the relevant 

information is present in order to proceed 

4.8 Submit the case file on time 





(if sampled) 

427 



428 



Unit 70: Manage Case Files 






Unit summary 

This unit aims to provide the learner with the skills and underpinning 

knowledge to receive, open, review, update, prepare for closure and close 

case files; prepare court bundles; process appeal documentation; and follow 

up appeals actions. 











429


Date 

Portfolio 

reference 


type 

1.1 Explain the administrative services that they are 


1.2 Explain the limits and scope of their responsibilities 

and authority in providing administrative services 

1 Understand the legislative 

and organisational 

requirements for 

managing case files 

1.3 Explain their organisation’s policies and procedures 

in relation to administrative services 

1.4 Explain the constraints that affect administrative 

services in their area of responsibility 

1.5 Explain how to apply their organisation’s policies 


1.6 Describe the legislation, regulations and codes of 

practice that apply in the sector to their area of 


1.7 Explain the working culture and practices in the 

sector 

1.8 Describe their organisation’s house style and 

requirements for presentation of correspondence 

and documents 

1.9 Explain their organisation’s procedures for closing 

and archiving case files 

1.10 Explain where and when to refer matters that are 

beyond their authority 



430

Date 

Portfolio 

reference 


type 

2.1 Explain the legal and organisational requirements 

covering the security and confidentiality of 



case information 

2.2 Explain the importance of accuracy and attention to 


context 

2.3 Explain how to carry out research and identify 

sources of information 

431 



Date 

Portfolio 

reference 


type 

3.1 Explain the procedures for receiving and opening a 

case file 


manage case files 

3.2 Describe the structure, format and content of a 

case file 

3.3 Explain methods of liaising and communicating with 

relevant people 

3.4 Describe how to keep a case file up to date 

3.5 Describe the documents that are required for court 

bundles 

3.6 Explain how to ensure that documentation is 

complete at each stage of the process 


needed 

3.8 Explain the timescales and deadlines that apply to 

the case 

3.9 Describe the consequences of failing to meet 

timescales and deadlines 

3.10 Explain how to action and record hearing outcomes 

3.11 Explain the appeal documentation required in 

relation to own area of work 

3.12 Explain how to process appeal documentation in 

relation to own area of work 

3.13 Describe how to record the outcome of an appeal 



432

Date 

Portfolio 

reference 


type 

4.1 Receive and open a case file 

4 Be able to manage case 

files 

4.2 Review the file and plan its management to meet 

required deadlines 

4.3 Obtain or identify the location of all file documents 

and materials 

4.4 Produce and amend documents as requested 

4.5 Liaise with the relevant people to progress the case 

4.6 Keep the case file up to date, checking 

documentation is complete 

4.7 Make sure information is kept secure and 

confidential 

4.8 Prepare court bundles as requested, checking 

documentation is complete 

4.9 Consult other people where necessary 

4.10 Submit documents on time 

4.11 Action and record hearing outcomes as necessary 

4.12 Where necessary, process appeal documentation as 

requested 

4.13 Liaise as appropriate with the relevant people to 

progress the appeal 

4.14 Record the outcome of the appeal where relevant 

4.15 Prepare the case file for closure 

4.16 Notify relevant people that the case file is closing 

433 



Date 

Portfolio 

reference 


type 

4.17 Close the case file 

4.18 Arrange for the case file to be archived 





(if sampled) 



434

Unit 71: Use Occupational Health and 

Safety Guidelines when Using 

Keyboards 






Unit summary 

This unit is about following occupational health and safety guidelines when 

using keyboards and workstation care and maintenance. 



exclusive. 


outcomes 

Assessment 

criteria 

















435


Date 

Portfolio 

reference 


type 

1.1 State occupational health and safety guidelines in 

relation to using keyboards 

1.2 Explain the purpose of following occupational health 

and safety guidelines for using keyboards 

1.3 Describe how to position fingers, wrists, forearms 

and back in relation to the equipment being used 


occupational health and 

safety procedures when 

using keyboards and 

workstation care and 

maintenance 

1.4 Describe procedures for workstation care and 


2.1 Demonstrate correct positioning of fingers, wrists, 

forearms and back in relation to the equipment 

being used 

2 Be able to use 

occupational health and 

safety guidelines 

2.2 Follow procedures for workstation care and 


2.3 Follow occupational health and safety guidelines for 

using keyboards 

2.4 Use techniques to prevent repetitive strain 

syndrome in accordance with occupational health 

and safety guidelines 



436





(if sampled) 

437 



438 




Unit code: BS2 





Unit summary 

This is the ability to select and use a suitable bespoke software application 

to carry out an appropriate data processing task. It includes understanding 

the capabilities of the software and the types of tasks for which it is 

suitable, as well as the skills and techniques needed to use the software 

application appropriately and effectively. 

This unit is about the skills and knowledge needed by an IT user to select 

and use a wide range of intermediate bespoke software tools and 

techniques for information that is at times non-routine or unfamiliar. Any 

aspect that is unfamiliar may require support and advice from others. 

Bespoke software tools and techniques will be defined as ‘intermediate’ 

because: 

the software tools and functions involved will at times be non-routine or 

unfamiliar 

the choice and use of input, manipulation and output techniques will 

need to take account of a number of factors or elements and at times be 

multi-step 

the user will take some responsibility for inputting, manipulating and 

outputting the information. 


This unit must not be taken with Unit 83: Bespoke Software (Level 3) 

(J/502/4397). 



439


The following methods are recommended for the assessment of IT user 

skills, knowledge and understanding of all IT Users (ITQ) units: 

e-assessment 

knowledge tests 

scenario-based assessment 

portfolio of evidence taken from activities involving the use of 

contemporary ICT systems 

witness testimony 

professional discussion 

other methods which have been approved by e-skills UK and the 

awarding body. 







440 




Date 

Portfolio 

reference 


type 

1.1 Input relevant information accurately so that it is 

ready for processing 

1 Input and combine 

information using bespoke 

applications 

1.2 Select and use appropriate techniques to link and 

combine information of different forms or from 

different sources within the software 

1.3 Respond appropriately to data entry error 

messages 

2.1 Describe what functions to apply to structure and 

layout information effectively 

2 Use appropriate structures 

to organise and retrieve 

information efficiently 

2.2 Select and use appropriate structures and/or 

layouts to organise information 

2.3 Apply local and/or legal guidelines and conventions 

for the storage and use of data where available 

3.1 Select and use appropriate tools and techniques to 

edit, process and format information 

3.2 Check information meets needs, using IT tools and 

making corrections as necessary 

3 Use the functions of the 

software effectively to 

process and present 


3.3 Select and use appropriate methods to present 


441 







(if sampled) 



442


(Level 2) 

Unit code: DMS2 





Unit summary 

This is the ability to use a software application designed to store and 

retrieve data needed for a variety of business functions. It also includes an 

understanding of the features and facilities of the software and the purpose 

for which the data is stored. Data management software is often 

implemented on relational database systems by providing predefined file 

and record structures, processes, reports and data-entry screens. This is 

about the use of these predefined objects. 

This unit is about the skills and knowledge required by an IT user to select 

and use intermediate data management software tools and techniques to: 

enter information into data management systems that is at times nonroutine 

or unfamiliar; 

retrieve information using multiple selection criteria; and 

produce customised reports from the system. 

The data management system tools, functions and techniques will be 

described as ‘intermediate’ because: 


unfamiliar; and 


need to take account of a number of factors or elements. 

Any aspect that is unfamiliar may require support and advice from others. 


This unit must not be taken with Unit 84: Data Management Software 

(Level 3) (A/502/4560). 



443




e-assessment 















444 




Date 

Portfolio 

reference 


type 

1.1 Describe the risks to data security and procedures 

used for data protection 

1 Enter, edit and maintain 

data records in a data 

management system 

1.2 Enter data accurately into groups of records to 


1.3 Locate and amend data associated with groups of 

records 

1.4 Check data records meet needs, using IT tools and 


1.5 Respond appropriately to data entry and other error 

messages 

1.6 Apply local and/or legal guidelines for the storage 

and use of data where available 

2.1 Identify what queries and reports need to be run to 

output the required information 

2 Retrieve and display data 

records to meet 

requirements 

2.2 Select and use queries to search for and retrieve 

information to meet given requirements 

2.3 Create and view reports to output information from 

the system to meet given requirements 

445 







(if sampled) 



446


Unit code: DB2 





Unit summary 

This is the ability to use a software application designed to organise and 

store structured information and generate reports. 


and use intermediate database software tools and techniques to: 

enter information into databases that is at times non-routine or 

unfamiliar; 

retrieve information by creating queries using multiple selection criteria; 

and 

produce reports by setting up menus or short cuts. 

They will also be able to create and modify single table, non-relational 

databases. Any aspects that are unfamiliar may require support and 

advice from others. Database tools, functions and techniques will be 

described as ‘intermediate’ because: 


unfamiliar; and 


need to take account of a number of factors or elements. 


This unit must not be combined with Unit 85: Database Software (Level 3) 

(T/502/4556). 



447




e-assessment 









The Assessment Strategy for IT Users (ITQ) units can be accessed via eskills 

UK’s website: www.e-skills.com. 







448 




Date 

Portfolio 

reference 


type 

1.1 Identify the components of a database design 

1 Create and modify nonrelational 

database tables 

1.2 Describe the field characteristics for the data 

required 

1.3 Create and modify database tables using a range of 

field types 

1.4 Describe ways to maintain data integrity 

1.5 Respond appropriately to problems with database 

tables 

1.6 Use database tools and techniques to ensure data 

integrity is maintained 

2.1 Create forms to enter, edit and organise data in a 

database 

2 Enter, edit and organise 

structured information in a 

database 


format data entry forms 

2.3 Check data entry meets needs, using IT tools and 


2.4 Respond appropriately to data entry errors 

449 



Date 

Portfolio 

reference 


type 

3.1 Create and run database queries using multiple 

criteria to display or amend selected data 

3 Use database software 

tools to run queries and 

produce reports 

3.2 Plan and produce database reports from a single 

table non-relational database 


format database reports 

3.4 Check reports meet needs, using IT tools and 






(if sampled) 



450

Unit 75: Improving Productivity Using IT 

(Level 2) 

Unit code: IPU2 





Unit summary 

The use of IT tools and systems can improve the productivity and efficiency 

of work activities in a variety of contexts. 

This unit is about the skills and knowledge needed by the IT user to plan 

and review their use of predefined or commonly used IT tools for activities 

that are at times non-routine or unfamiliar. As a result of reviewing their 

work, they will be able to identify and use automated methods or 

alternative ways of working to improve productivity. 

An activity will typically be ‘non-routine or unfamiliar’ because: 

the task or context is likely to require some preparation, clarification or 

research (to separate the components and to identify what factors need 

to be considered, for example, time available, audience needs, 

accessibility of source, types of content, message and meaning) before 

an approach can be planned; and 

the techniques required will involve a number of steps and at times be 

non-routine or unfamiliar. 


This unit must not be combined with Unit 86: Improving Productivity Using 

IT (Level 3) (L/502/4157). 



451




e-assessment 















452 




Date 

Portfolio 

reference 


type 

1.1 Describe the purpose for using IT 

1.2 Describe the methods, skills and resources required 

to complete the task successfully 

1 Plan, select and use 

appropriate IT systems 

and software for different 

purposes 

1.3 Plan how to carry out tasks using IT to achieve the 

required purpose and outcome 

1.4 Describe any factors that may affect the task 

1.5 Select and use IT systems and software 

applications to complete planned tasks and produce 

effective outcomes 

1.6 Describe how the purpose and outcomes have been 

met by the chosen IT systems and software 

applications 

1.7 Describe any legal or local guidelines or constraints 

that may apply to the task or activity 

2.1 Review ongoing use of IT tools and techniques and 

change the approach as needed 

2.2 Describe whether the IT tools selected were 

appropriate for the task and purpose 

2 Review and adapt the 

ongoing use of IT tools 

and systems to make sure 

that activities are 

successful 

2.3 Assess strengths and weaknesses of final work 

2.4 Describe ways to make further improvements to 

work 

2.5 Review outcomes to make sure they match 

requirements and are fit for purpose 

453 



Date 

Portfolio 

reference 


type 

3.1 Review the benefits and drawbacks of IT tools and 

systems used, in terms of productivity and 

efficiency 

3 Develop and test solutions 

to improve the ongoing 

use of IT tools and 

systems 

3.2 Describe ways to improve productivity and 

efficiency 

3.3 Develop solutions to improve own productivity in 

using IT 

3.4 Test solutions to ensure that they work as intended 





(if sampled) 



454

Unit 76: IT Security for Users (Level 2) 

Unit code: ITS2 





Unit summary 

This is the ability to protect hardware, software and the data within an IT 

system against theft, malfunction and unauthorised access. 

This unit is about the skills and knowledge needed by the IT user to avoid 

common security risks and control access to software and data; and use a 

wider range of methods to protect software and data (eg from exchanging 

information by email or when downloading software from the Internet). 


This unit must not be taken with Unit 87: IT Security for Users (Level 3) 

(D/502/4258). 




e-assessment 











455







456 




Date 

Portfolio 

reference 


type 

1.1 Describe the security issues that may threaten 

system performance 

1.2 Apply a range of security precautions to protect IT 

systems and data 

1 Select and use appropriate 

methods to minimise 

security risk to IT systems 

and data 

1.3 Describe the threats to system and information 

security and integrity 

1.4 Keep information secure and manage personal 

access to information sources securely 

1.5 Describe ways to protect hardware, software and 

data and minimise security risk 

1.6 Apply guidelines and procedures for the secure use 

of IT 

1.7 Describe why it is important to backup data and 

how to do so securely 

1.8 Select and use effective backup procedures for 

systems and data 





(if sampled) 

457 



458 



Unit 77: Presentation Software (Level 2) 

Unit code: PS2 





Unit summary 

This is the ability to use software applications to produce effective 

presentations, which include a combination of media (eg images, animation 

and sound) for education, entertainment or information sharing. 


and use a wide range of intermediate presentation software tools and 

techniques effectively to produce presentations that are at times nonroutine 

or unfamiliar. Any aspect that is unfamiliar may require support and 

advice from others. 

Presentation tools and techniques at this level will be described as 

‘intermediate’ because: 

the software tools and functions used will be at times non-routine or 

unfamiliar; 


need to take account of a number of factors or elements; and 

the user will take some responsibility for inputting, structuring, editing 

and presenting the information, which at times may be non-routine or 

unfamiliar. 


This unit must not be taken with Unit 88: Presentation Software (Level 3) 

(T/502/4623). 



459




e-assessment 















460 




Date 

Portfolio 

reference 


type 

1.1 Identify what types of information are required for 

the presentation 

1 Input and combine text 

and other information 

within presentation slides 

1.2 Enter text and other information using layouts 

appropriate to type of information 

1.3 Insert charts and tables into presentation slides 

1.4 Insert images, video or sound to enhance the 

presentation 

1.5 Identify any constraints which may affect the 

presentation 

1.6 Organise and combine information of different 

forms or from different sources for presentations 

1.7 Store and retrieve presentation files effectively, in 

line with local guidelines and conventions where 

available 

461 



Date 

Portfolio 

reference 


type 

2.1 Identify what slide structure and themes to use 

2.2 Select, change and use appropriate templates for 

slides 

2 Use presentation software 

tools to structure, edit and 

format slide sequences 

2.3 Select and use appropriate techniques to edit slides 

and presentations to meet needs 

2.4 Select and use appropriate techniques to format 

slides and presentations 

2.5 Identify what presentation effects to use to 

enhance the presentation 

2.6 Select and use animation and transition effects 

appropriately to enhance slide sequences 

3.1 Describe how to present slides to meet needs and 

communicate effectively 

3 Prepare slideshow for 

presentation 

3.2 Prepare slideshow for presentation 

3.3 Check presentation meets needs, using IT tools and 


3.4 Identify and respond to any quality problems with 

presentations to ensure that presentations meet 

needs 



462





(if sampled) 

463 



464 



Unit 78: Set Up an IT System (Level 2) 

Unit code: SIS2 





Unit summary 

This is the ability to safely set up the components of an IT system (eg 

personal computer - PC, keyboard, mouse and printer), removable storage 

media (eg data stick or external DVD drive), communication service to 

access the Internet and associated software and check that they are 

working properly. 

This unit is about the skills and knowledge to connect up an IT system with 

a range of hardware, removable storage media and a communication 

service safely and run more advanced tests to check it is working 

successfully 


This unit must not be taken with Unit 89: Set Up an IT System (Level 3) 

(R/502/4211). 




e-assessment 











465







466 




Date 

Portfolio 

reference 


type 

1.1 Describe what IT system components, storage and 

peripheral devices are needed 

1.2 Describe any health and safety issues associated 

with setting up an IT system 

1 Select and connect up a 

personal computer safely 

with associated hardware 

and storage media to 

meet needs 

1.3 Describe the characteristics of IT systems that 

affect performance 

1.4 Select and connect up the components of an IT 

system safely, including any peripheral devices and 

storage media 

2.1 Select and connect communication hardware safely 

to an IT system 

2.2 Describe the factors that affect data transfer 

2 Select and connect an IT 

system to a 

communication service to 

meet needs 

2.3 Select and connect to a communication service 

from an IT system 

2.4 Identify the login and password details needed to 

connect to an Internet Service Provider (ISP) 

467 



Date 

Portfolio 

reference 


type 

3.1 Configure the user interface to meet needs 

3 Install and configure 

software for use 

3.2 Describe what security precautions need to be 

addressed 

3.3 Set up and configure virus protection software 

3.4 Install and set up application software to meet 

needs 

3.5 Backup and restore system and data files 

4.1 Identify what tests can be used to check the IT 

system and communications 

4.2 Select and run suitable tests to make sure that the 

system and communication service are working 

successfully 

4 Check that the IT system 

and communication 

service are working 

successfully 

4.3 Identify the help and troubleshooting facilities 

available to solve problems 

4.4 Respond to faults and error messages and use help 

and troubleshooting facilities to determine and take 

appropriate action 





(if sampled) 



468

Unit 79: Spreadsheet Software (Level 2) 

Unit code: SS2 





Unit summary 

This is the ability to use a software application designed to record data in 

rows and columns, perform calculations with numerical data and present 

information using charts and graphs. 

This level is about the skills and knowledge required by an IT user to select 

and use a wide range of intermediate spreadsheet software tools and 

techniques to produce, present, and check spreadsheets that are at times 

non-routine or unfamiliar. Any aspect that is unfamiliar may require support 

and advice from others. 

Spreadsheet software tools and techniques will be described as 

‘intermediate’ because: 

the range of data entry, manipulation and outputting techniques will be 

at times non-routine or unfamiliar; 

the tools, formulas and functions needed to analyse and interpret the 

data requires knowledge and understanding (for example, mathematical, 

logical, statistical or financial); and 

the user will take some responsibility for setting up or developing the 

structure and functionality of the spreadsheet. 


This unit must not be taken with Unit 90: Spreadsheet Software (Level 3) 

(J/502/4626). 



469




e-assessment 















470 




Date 

Portfolio 

reference 


type 

1.1 Identify what numerical and other information is 

needed in the spreadsheet and how it should be 

structured 

1 Use a spreadsheet to 

enter, edit and organise 

numerical and other data 

1.2 Enter and edit numerical and other data accurately 

1.3 Combine and link data across worksheets 

1.4 Store and retrieve spreadsheet files effectively, in 


available 

2.1 Identify which tools and techniques to use to 

analyse and manipulate data to meet requirements 

2.2 Select and use a range of appropriate functions and 

formulas to meet calculation requirements 


formulas and data analysis 

tools to meet 

requirements 

2.3 Use a range of tools and techniques to analyse and 

manipulate data to meet requirements 

471 



Date 

Portfolio 

reference 


type 

3.1 Plan how to present and format spreadsheet 

information effectively to meet needs 


format spreadsheet cells, rows, columns and 

worksheets 

3 Select and use tools and 

techniques to present and 

format spreadsheet 


3.3 Select and format an appropriate chart or graph 

type to display selected information 

3.4 Select and use appropriate page layout to present 

and print spreadsheet information 

3.5 Check information meets needs, using spreadsheet 

tools and making corrections as necessary 

3.6 Describe how to find errors in spreadsheet formulas 

3.7 Respond appropriately to any problems with 

spreadsheets 





(if sampled) 



472

Unit 80: Using Collaborative Technologies 

(Level 2) 

Unit code: UCT2 

Unit reference number: 




Unit summary 

F/502/4379 

This is the ability to use IT tools and devices for collaborative working and 

communications, such as web or video conferencing, instant 

messaging/chat, online phone and video calls, online forums, social 

networking sites, wikis and other centralised depositories for documents, 

blogging, RSS and data feeds, bulk SMS or online work management tools. 

This unit is about the skills and knowledge to facilitate the use of 

appropriate combinations of IT tools and devices for groups to work 

collaboratively by: 

planning and selecting the IT tools and devices to be used for work 

purposes and tasks; 

preparing and setting up access to collaborative technologies; 

presenting information and facilitating others’ contributions; and 

moderating the use of collaborative technologies. 


This unit must not be taken with Unit 91: Using Collaborative Technologies 

(Level 3) (T/502/4380). 



473




e-assessment 















474 




Date 

Portfolio 

reference 


type 

1.1 Take appropriate steps to avoid risks when working 

with collaborative technology, in line with relevant 

guidelines 

1 Stay safe and secure 

when working with 

collaborative technology 

1.2 Explain what risks there may be in using 

collaborative technology and how to keep them to a 

minimum 

1.3 Use appropriate methods to promote trust when 

working collaboratively 

1.4 Carry out appropriate checks on others’ online 

identities and different types of information 

1.5 Identify and respond to inappropriate content and 

behaviour 

475 



Date 

Portfolio 

reference 


type 

2.1 Describe the purposes for using collaborative 

technologies 

2 Plan and set up IT tools 

and devices for 

collaborative working 

2.2 Describe what outcomes are needed from 

collaborative working and whether or not archiving 

is required 

2.3 Describe the roles, IT tools and facilities needed for 

collaborative tasks and communication media 

2.4 Describe the features, benefits and limitations of 

different collaborative technology tools and devices 

2.5 Describe the compatibility issues in different 

combinations of collaborative tools and devices 

2.6 Select an appropriate combination of IT tools and 

devices to carry out collaborative tasks 

2.7 Connect and configure the combination of IT tools 

and devices needed for a collaborative task 



476

Date 

Portfolio 

reference 


type 

3.1 Describe what access rights and issues others may 

have in using collaborative technologies 

3 Prepare collaborative 

technologies for use 

3.2 Assess what permissions are needed for different 

users and content 

3.3 Set up and use access rights to enable others to 

access information 

3.4 Set up and use permissions to filter information 

3.5 Adjust settings so that others can access IT tools 

and devices for collaborative working 

3.6 Select and use different elements to control 

environments for collaborative technologies 

3.7 Select and join networks and data feeds to manage 

data to suit collaborative tasks 

4.1 Describe rules of engagement for using 

collaborative technologies 

4 Contribute to tasks using 


4.2 Enable others to contribute responsibly to 

collaborative tasks 

4.3 Present relevant and valuable information 

4.4 Moderate the use of collaborative technologies 

4.5 Archive the outcome of collaborative working 

4.6 Assess when there is a problem with collaborative 

technologies and when to get expert help 

4.7 Respond to problems with collaborative 

technologies 

477 







(if sampled) 



478


Unit code: WS2 





Unit summary 

This is the ability to use a software application designed for planning, 

designing and building websites. 


and use a wide range of intermediate website software tools and techniques 

to produce multiple-page websites. Any aspect that is unfamiliar may 

require support and advice from others. 

Website software tools and techniques will be described as ‘intermediate’ 

because: 


unfamiliar; 

the choice and use of development techniques will need to take account 

of a number of factors or elements; and 

the user will take some responsibility for planning the website, creating 

or altering the template, inputting, manipulating, linking and uploading 

the content. 


This unit must not be taken with Unit 92: Website Software (Level 3) 

(Y/502/4632). 



479




e-assessment 















480 




Date 

Portfolio 

reference 


type 

1.1 Describe what website content and layout will be 

needed for each page 

1 Create structures and 

styles for websites 

1.2 Plan and create web page templates to layout 

1.3 Select and use website features and structures to 

help the user navigate round web pages within the 

site 

1.4 Create, select and use styles to keep the 

appearance of web pages consistent and make 

them easy to understand 

1.5 Describe how copyright and other constraints may 

affect the website 

1.6 Describe what access issues may need to be taken 

into account 

1.7 Describe what file types to use for saving content 

1.8 Store and retrieve files effectively, in line with local 

guidelines and conventions where available 

481 



Date 

Portfolio 

reference 


type 

2.1 Prepare content for web pages so that it is ready 

for editing and formatting 

2 Use website software tools 

to prepare content for 

websites 

2.2 Organise and combine information needed for web 

pages including across different software 

2.3 Select and use appropriate editing and formatting 

techniques to aid both clarity and navigation 

2.4 Select and use appropriate development techniques 

to link information across pages 

2.5 Change the file formats appropriately for content 

2.6 Check web pages meet needs, using IT tools and 


3 Publish websites 3.1 Select and use appropriate testing methods to 

check that all elements of websites are working as 

planned 

3.2 Identify any quality problems with websites and 

how to respond to them 

3.3 Select and use an appropriate program to upload 

and publish the website 

3.4 Respond appropriately to problems with multiple 

page websites 



482





(if sampled) 

483 



484 




(Level 2) 

Unit code: WP2 





Unit summary 

This is the ability to use a software application designed for the creation, 

editing and production of largely text-based documents. 


and use a range of intermediate word processing software tools and 

techniques to produce documents that are at times non-routine or 

unfamiliar. Any aspect that is unfamiliar may require support and advice 

from others. 

Word processing tools and techniques will be described as ‘intermediate’ 

because: 

the software tools and functions will be at times non-routine or 

unfamiliar; 

the choice of techniques will need to take account of a number of factors 

or elements; and 

the user will take some responsibility for the inputting, manipulating and 

outputting of the information. 


This unit must not be taken with Unit 93: Word Processing Software (Level 

3) (Y/502/4629). 



485




e-assessment 















486 




Date 

Portfolio 

reference 


type 

1.1 Identify what types of information are needed in 

documents 

1.2 Use appropriate techniques to enter text and other 

information accurately and efficiently 

1 Enter and combine text 


accurately within word 

processing documents 

1.3 Select and use appropriate templates for different 

purposes 

1.4 Identify when and how to combine and merge 

information from other software or other 

documents 

1.5 Select and use a range of editing tools to amend 

document content 

1.6 Combine or merge information within a document 

from a range of sources 

1.7 Store and retrieve document and template files 

effectively, in line with local guidelines and 

conventions where available 

487 



Date 

Portfolio 

reference 


type 

2.1 Identify the document requirements for structure 

and style 

2 Create and modify layout 

and structures for word 


2.2 Identify what templates and styles are available 

and when to use them 

2.3 Create and modify columns, tables and forms to 

organise information 

2.4 Select and apply styles to text 

3.1 Identify how the document should be formatted to 

aid meaning 


characters and paragraphs 

3 Use word processing 

software tools to format 

and present documents 

effectively to meet 

requirements 

3.3 Select and use appropriate page and section 

layouts to present and print documents 

3.4 Describe any quality problems with documents 

3.5 Check documents meet needs, using IT tools and 


3.6 Respond appropriately to quality problems with 

documents so that outcomes meet needs 



488





(if sampled) 

489 



490 




Unit code: BS3 





Unit summary 

This is the ability to select and use a suitable bespoke software application 

to carry out an appropriate data processing task. It includes understanding 

the capabilities of the software and the types of tasks for which it is 

suitable, as well as the skills and techniques needed to use the software 

application appropriately and effectively. 

This unit is about the skills and knowledge needed by an IT user to select 

and use a range of advanced bespoke software tools and techniques for 

complex or non-routine information. 

Bespoke software tools and techniques at this level are defined as 

'advanced' because: 

the software tools and functions used will be complex, and at times 

involve having the idea that there may be a tool or function to do 

something (eg improve efficiency or create an effect), exploring technical 

support, self-teaching and applying; 

the inputting, manipulating and outputting techniques will be complex, 

and will involve research, identification and application; and 

the user will take full responsibility for inputting, manipulating and 

outputting the information. 


This unit must not be taken with Unit 72 Bespoke Software (Level 2) 

(F/502/4396). 



491




e-assessment 















492 




Date 

Portfolio 

reference 


type 

1.1 Input relevant information accurately so that it is 

ready for processing 

1 Input and combine 

information using bespoke 

software 

1.2 Select and use appropriate techniques to link and 

combine information within the application and 

across different software applications 

2.1 Evaluate the use of software functions to structure, 

layout and style information 

2.2 Create, change and use appropriate structures 

and/or layouts to organise information efficiently 

2 Create and modify 

appropriate structures to 

organise and retrieve 

information efficiently 

2.3 Manage data files effectively, in line with local 

and/or legal guidelines and conventions for the 

storage and use of data where available 


edit, analyse and format information 

3.2 Check information meets needs, using IT tools and 


3 Exploit the functions of 

the software effectively to 

process and present 


3.3 Identify and respond appropriately to quality 

problems to ensure that outcomes are fit for 

purpose and meet needs 

3.4 Select and use presentation methods to aid clarity 

and meaning 

493 







(if sampled) 



494


(Level 3) 

Unit code: DMS2 





Unit summary 

This is the ability to use a software application designed to store and 

retrieve data needed for a variety of business functions. It also includes an 

understanding of the features and facilities of the software and the purpose 

for which the data is stored. Data management software is often 

implemented on relational database systems by providing predefined file 

and record structures, processes, reports and data-entry screens. This is 

about the use of these predefined objects. 


and use advanced data management software tools and techniques 

efficiently to: 

enter complex information; 

retrieve information using complex selection criteria; 

produce customised reports from the system; and 

set up menus or short cuts. 

The data management system tools, functions and techniques will be 

described as ‘advanced’ because: 

the software tools and functions involved will be complex and at times 



support, self-teaching and applying; and 

the input, manipulation and output techniques involved will be complex, 

which will involve research, identification and application. 


This unit must not be taken with Unit 73: Data Management Software 

(Level 2) (J/502/4559). 



495




e-assessment 















496 




Date 

Portfolio 

reference 


type 

1.1 Discuss when and how to change or create a new 

data entry form 

1 Enter, edit and maintain 

data records in a data 

management system 

1.2 Enter data accurately into records to meet 

requirements 

1.3 Configure characteristics of groups of records 

1.4 Discuss and explain how to locate and amend data 

records 

1.5 Check data records meet needs, using IT tools and 


1.6 Interpret and respond appropriately to a range of 

data and application error messages 

1.7 Evaluate and explain the risks to data security and 

procedures used for data protection 

1.8 Manage data files effectively, in line with local 

and/or legal guidelines for the storage and use of 

data where available 

497 



Date 

Portfolio 

reference 


type 

2.1 Determine and explain what queries and reports 

need to be run to output the required information 

2 Retrieve and display data 

records to meet 

requirements 

2.2 Create and use queries to search for and retrieve 

information from the system 

2.3 Create, define and set up reports to output 


2.4 Use the file handling techniques of the software to 

import and export data 

2.5 Use available techniques to combine and link data 





(if sampled) 



498


Unit code: DB3 





Unit summary 

This is the ability to use a software application designed to organise and 

store structured information and generate reports. 


and use advanced database software tools and techniques efficiently to: 

enter complex information into databases; 

retrieve information by creating queries using multiple selection criteria; 

and 

produce reports by setting up menus or short cuts. 

They will also be able to design, create and interrogate multiple-table 

relational databases. 

Database tools, functions and techniques will be described as ‘advanced’ 

because: 

the software tools and functions involved will be complex and at times 

require new learning, which will involve having the idea that there may 

be a tool or function to do something (eg improve efficiency or create an 

effect), exploring technical support, self-teaching and applying; and 

the input, manipulation and output techniques involved will be complex, 

which will involve research, identification and application. 


This unit must not be taken with Unit 74: Database Software (Level 2) 

(M/502/4555). 



499




e-assessment 















500 




Date 

Portfolio 

reference 


type 

1.1 Explain how a relational database design enables 

data to be organised and queried 

1 Plan, create and modify 

relational database tables 

to meet requirements 

1.2 Plan and create multiple tables for data entry with 

appropriate fields and properties 

1.3 Set up and modify relationships between database 

tables 

1.4 Explain why and how to maintain data integrity 

1.5 Respond appropriately to problems with database 

tables 

1.6 Use database tools and techniques to ensure data 

integrity is maintained 

2.1 Design and create forms to access, enter, edit and 

organise data in a database 

2 Enter, edit and organise 

structured information in a 

database 


format data entry forms 

2.3 Check data entry meets needs, using IT tools and 


2.4 Respond appropriately to data entry errors 

501 



Date 

Portfolio 

reference 


type 

3.1 Explain how to select, generate and output 

information from queries according to requirements 

3.2 Create and run database queries to display, amend 

or calculate selected data 

3 Use database software 

tools to create, edit and 

run data queries and 

produce reports 

3.3 Plan and produce database reports from a multipletable 

relational database 


format database reports 

3.5 Check reports meet needs, using IT tools and 






(if sampled) 



502

Unit 86: Improving Productivity Using IT 

(Level 3) 

Unit code: IPU3 





Unit summary 

The use of IT tools and systems can improve the productivity and efficiency 

of activities in a variety of contexts. 

This unit is about the skills and knowledge needed by the IT user to plan 

and review their use of predefined or commonly used IT tools for activities 

that are at times non-routine or unfamiliar. As a result of reviewing their 

work, they will be able to identify and use automated methods or 

alternative ways of working to improve productivity. 

An activity will typically be ‘complex and non-routine’ because: 

the task or context is likely to require research, analysis and 

interpretation; 

the work may be undertaken by others; and 

the techniques required will be complex, and the selection process may 

involve analysis, research, identification and application. 


This unit must not be taken with Unit 75: Improving Productivity Using IT 

(Level 2) (J/502/4156). 



503




e-assessment 















504 




Date 

Portfolio 

reference 


type 

1.1 Explain the purpose for using IT 

1.2 Analyse the methods, skills and resources required 

to complete the task successfully 

1 Plan, select and use 

appropriate IT systems 

and software for different 

purposes 

1.3 Analyse any factors that may affect the task 

1.4 Critically compare alternative methods to produce 

the intended outcome 

1.5 Develop plans for using IT for different tasks and 

purposes, including contingencies 

1.6 Select and use appropriate IT systems and software 

applications to produce effective outcomes 

1.7 Explain why different software applications could be 

chosen to suit different tasks, purposes and 

outcomes 

1.8 Explain any legal or local guidelines or constraints 

which apply to the task or activity 

505 



Date 

Portfolio 

reference 


type 

2.1 Critically compare the strengths and weaknesses of 

own and other people’s final work 

2.2 Review ongoing use of IT tools and techniques and 

change the approach as needed 

2 Evaluate the selection and 

use of IT tools to make 

sure that activities are 

successful 

2.3 Evaluate and test solutions to make sure they 

match requirements and are fit for purpose 

2.4 Be prepared to give feedback on other people’s 

selection and use of IT tools 

2.5 Explain different ways to make further 

improvements to work 

3.1 Evaluate the productivity and efficiency of IT 

systems and procedures used by self and others 

3.2 Research and advise on ways to improve 

productivity and efficiency 

3 Devise solutions to 

improve the use of IT 

tools and systems for self 

and others 

3.3 Develop solutions that make a demonstrable 

improvement to the use of IT tools and systems 

3.4 Test solutions to make sure that they work as 

intended 

3.5 Recommend improvements to IT systems and 

procedures that increase productivity 



506





(if sampled) 

507 



508 



Unit 87: IT Security for Users (Level 3) 

Unit code: ITS3 





Unit summary 

This is the ability to protect hardware, software and the data within an IT 

system against theft, malfunction and unauthorised access. 

This unit is about the skills and knowledge needed by the IT user to monitor 

potential risks and take steps to protect own and others’ systems, data and 

software (eg from unauthorised remote access, disaster recovery or 

contingency planning). 


This unit must not be combined with Unit 76: IT Security for Users (Level 2) 

(Y/502/4257). 




e-assessment 











509







510 




Date 

Portfolio 

reference 


type 

1.1 Evaluate the security issues that may threaten 

system performance 

1.2 Select, use and evaluate a range of security 

precautions to protect IT systems and monitor 

security 

1 Select, use and develop 

appropriate procedures to 

monitor and minimise 

security risk to IT systems 

and data 

1.3 Evaluate the threats to system and information 

security and integrity 

1.4 Manage access to information sources securely to 

maintain confidentiality, integrity and availability of 


1.5 Explain why and how to minimise security risks to 

hardware, software and data for different users 

1.6 Apply, maintain and develop guidelines and 

procedures for the secure use of IT 

1.7 Select and use effective backup and archiving 

procedures for systems and data 





(if sampled) 

511 



512 



Unit 88: Presentation Software (Level 3) 

Unit code: PS3 





Unit summary 

This is the ability to use software applications to produce effective 

presentations, which include a combination of media (eg images, animation 

and sound) for education, entertainment or information sharing. 


and use a wide range of advanced presentation software tools and 

techniques effectively to produce presentations that are complex or nonroutine. 

Presentation tools and techniques will be described as ‘advanced’ because: 

the software tools and functions used will be complex and at times 

require new learning, which will involve having the idea that there may 

be a tool or function to do something (eg improve efficiency or create an 

effect), exploring technical support, self-teaching and applying; 

the inputting, manipulating and outputting techniques will be complex, 

and will involve research, identification and application; and 

the user will take full responsibility for inputting, structuring, editing and 

presenting the information. 


This unit must not be combined with Unit 77: Presentation Software (Level 

2) (M/502/4622). 



513




e-assessment 















514 




Date 

Portfolio 

reference 


type 

1.1 Explain what types of information are required for 

the presentation 

1 Input and combine text 


within presentation slides 

1.2 Enter text and other information using layouts 

appropriate to type of information 

1.3 Insert charts and tables and link to source data 

1.4 Insert images, video or sound to enhance the 

presentation 

1.5 Identify any constraints which may affect the 

presentation 

1.6 Organise and combine information for presentations 

in line with any constraints 

1.7 Store and retrieve presentation files effectively, in 


available 

515 



Date 

Portfolio 

reference 


type 

2.1 Explain when and how to use and change slide 

structure and themes to enhance presentations 

2 Use presentation software 

tools to structure, edit and 

format presentations 

2.2 Create, amend and use appropriate templates and 

themes for slides 

2.3 Explain how interactive and presentation effects 

can be used to aid meaning or impact 

2.4 Select and use appropriate techniques to edit and 

format presentations to meet needs 

2.5 Create and use interactive elements to enhance 

presentations 

2.6 Select and use animation and transition techniques 

appropriately to enhance presentations 

3.1 Explain how to present slides to communicate 

effectively for different contexts 

3 Prepare interactive 

slideshow for presentation 

3.2 Prepare interactive slideshow and associated 

products for presentation 

3.3 Check presentation meets needs, using IT tools and 


3.4 Evaluate presentations, identify any quality 

problems and discuss how to respond to them 

3.5 Respond appropriately to quality problems to 

ensure that presentations meet needs and are fit 

for purpose 



516





(if sampled) 

517 



518 



Unit 89: Set up an IT System (Level 3) 

Unit code: SIS3 





Unit summary 

This is the ability to safely set up the components of an IT system (eg 

personal computer - PC, keyboard, mouse and printer), removable storage 

media (eg data stick or external DVD drive), communication service to 

access the Internet and associated software and check that they are 

working properly. 

This unit is about the skills and knowledge to select and connect up an IT 

system with a range of hardware, removable storage media and a 

communication service safely and successfully and to help others to do so. 


This unit must not be taken with Unit 78: Set up an IT System (Level 2) 

(L/502/4210). 




e-assessment 











519







520 




Date 

Portfolio 

reference 


type 

1.1 Explain the reasons for choosing different system 

components and how to avoid any compatibility 

issues between hardware and software 

1.2 Explain any health and safety issues associated 

with setting up an IT system 

1 Select and connect up a 

personal computer safely 

with associated hardware 

and storage media to 

meet needs 

1.3 Explain the characteristics of IT systems that affect 

performance 

1.4 Select and connect up the components of an IT 

system safely, including any peripheral devices and 

storage media 

2.1 Explain the reasons for choosing a communication 

service 

2.2 Explain what effect variations in data transmission 

speed may have 

2 Select and connect IT 

system to a 

communication service 

successfully to meet 

needs 

2.3 Select and connect communication hardware safely 

to an IT system 

2.4 Select and connect to a communication service 

from an IT system 

2.5 Explain the factors which influence choice of 

Internet Service Providers 

521 



Date 

Portfolio 

reference 


type 

3.1 Configure the user interface to meet needs 

3.2 Explain what security precautions need to be 

addressed for the system to be used securely 

online by several users 

3 Install and configure 

operating system and 

application software for 

use 

3.3 Install, set up and configure virus protection and 

other security systems and software 

3.4 Explain the benefits and risks of using disk 

partitions or other backup locations 

3.5 Establish a backup routine for data and system 

3.6 Install, set up and configure application software to 

meet needs 

4.1 Explain what system tests and communication tests 

are needed and why 

4.2 Select and run suitable tests to make sure that the 

system and communication service are working 

successfully 

4 Check that the IT system 

and communication 

service are working 

successfully 

4.3 Explain the range of help and troubleshooting 

facilities available to solve problems 

4.4 Establish procedures for recovery in the event of 

system faults or failure 

4.5 Respond to faults and error messages and use help 

and troubleshooting facilities to determine and take 

appropriate action 



522





(if sampled) 

523 



524 



Unit 90: Spreadsheet Software (Level 3) 

Unit code: SS3 





Unit summary 

This is the ability to use a software application designed to record data in 

rows and columns, perform calculations with numerical data and present 

information using charts and graphs. 


and use a wide range of advanced spreadsheet software tools and 

techniques to produce, present and check complex and non-routine 

spreadsheets. 

Spreadsheet software tools and techniques will be described as ‘advanced’ 

because: 

the range of data entry, manipulation and outputting techniques will be 

complex and non-routine; 

the tools, formulas and functions needed to analyse and interpret the 

required information require complex and non-routine knowledge and 

understanding (for example, data restrictions, data validation using 

formula, pivot tables, data maps); and 

the user will take full responsibility for setting up and developing the 

functionality of the spreadsheet. 

Forbidden Combination 

This unit must not be taken with Unit 79: Spreadsheet Software (Level 2) 

(F/502/4625). 



525




e-assessment 















526 




Date 

Portfolio 

reference 


type 

1.1 Identify what numerical and other information is 

needed in the spreadsheet and how it should be 

structured 

1 Use a spreadsheet to 

enter, edit and organise 

numerical and other data 

1.2 Enter and edit numerical and other data accurately 

1.3 Combine and link data from different sources 

1.4 Store and retrieve spreadsheet files effectively, in 


available 

2.1 Explain what methods can be used to summarise, 

analyse and interpret spreadsheet data and when 

to use them 


formulas and data analysis 

tools and techniques to 


2.2 Select and use a wide range of appropriate 

functions and formulas to meet calculation 

requirements 

2.3 Select and use a range of tools and techniques to 

analyse and interpret data to meet requirements 

2.4 Select and use forecasting tools and techniques 

527 



Date 

Portfolio 

reference 


type 

3.1 Explain how to present and format spreadsheet 

information effectively to meet needs 


format spreadsheet cells, rows, columns and 

worksheets effectively 

3 Use tools and techniques 

to present format and 

publish spreadsheet 



generate, develop and format charts and graphs 

3.4 Select and use appropriate page layout to present, 

print and publish spreadsheet information 

3.5 Explain how to find and sort out any errors in 

formulas 

3.6 Check spreadsheet information meets needs, using 

IT tools and making corrections as necessary 

3.7 Use auditing tools to identify and respond 

appropriately to any problems with spreadsheets 





(if sampled) 



528

Unit 91: Using Collaborative Technologies 

(Level 3) 

Unit code: UCT3 





Unit summary 

This is the ability to use IT tools and devices for collaborative working and 

communications, such as web or video conferencing, instant 

messaging/chat, online phone and video calls, online forums, social 

networking sites, wikis and other centralised depositories for documents, 

blogging, RSS and data feeds, bulk SMS or online work management tools. 

This unit is about the skills and knowledge to manage and effectively 

integrate and facilitate the safe use of multiple IT tools and devices so that 

groups can work collaboratively and effectively by: 

setting and implementing guidelines for using collaborative technologies; 

integrating IT tools and devices and creating environments to exploit 

their potential; 

managing risks, permissions and data flow; and 

moderating and solving complex problems with the use of collaborative 

technologies. 


This unit must not be taken with Unit 80: Using Collaborative Technologies 

(Level 2) (F/502/4379). 



529




e-assessment 















530 




Date 

Portfolio 

reference 


type 

1.1 Explain what and why guidelines need to be 

established for working with collaborative 

technology 

1 Stay safe and secure 

when working with 

collaborative technology 

1.2 Develop and implement guidelines for good practice 

in working with collaborative technology 

1.3 Explain how to establish an identity or present 

information that will promote trust 

1.4 Develop and implement guidelines for checking the 

authenticity of identities and different types of 


1.5 Analyse and plan for the risks in the use of 

collaborative technologies for different tasks 

1.6 Analyse and manage risks in the use of 


531 



Date 

Portfolio 

reference 


type 

2.1 Explain the features, benefits and limitations of 

different collaborative IT tools and devices for work 

purposes and tasks 

2 Plan and set up IT tools 

and devices for 


2.2 Determine the IT tools and processes needed for 

archiving the outcomes of collaborative working 

2.3 Summarise ways to integrate different collaborative 

technology tools and devices for a range of 

purposes, tasks and communication media 

2.4 Explain potential access and compatibility issues 

with integrating different collaborative technology 

tools and devices 

2.5 Select, connect and configure combinations that 

exploit the capabilities and potential of collaborative 

tools and devices 

2.6 Resolve access and compatibility problems so that 

different collaborative tools and devices work 

successfully 



532

Date 

Portfolio 

reference 


type 

3.1 Evaluate data management principles, issues and 

methods 

3 Prepare collaborative 

technologies for use 

3.2 Manage levels of access and permissions for 

different purposes 

3.3 Select and integrate different elements across 

applications to create environments for 


3.4 Set and adjust settings to facilitate use of 

collaborative technologies by others 

3.5 Manage data flow to benefit collaborative working 

4.1 Determine levels of responsibility for the use of 


4 Manage tasks using 


4.2 Facilitate others’ responsible contributions to and 

engagement with collaborative technologies 

4.3 Manage the moderation of collaborative 

technologies 

4.4 Oversee the archiving of the outcomes of 


4.5 Explain what problems can occur with collaborative 

technologies 

4.6 Respond to problems with collaborative 

technologies and be prepared to help others to 

do so 

533 







(if sampled) 



534


Unit code: WS3 





Unit summary 

This is the ability to use a software application designed for planning, 

designing and building websites. 


and use a range of advanced website software tools and techniques to 

develop multiple-page websites with multimedia and interactive features. 

Website software techniques will be described as ‘advanced’ because: 

the software tools and functions used will be complex and at times 



support, self-teaching and applying; 

the development techniques will be complex, and will involve research, 

identification and application; and 

the user will take full responsibility for planning and developing the 

structure, inputting, manipulating, adding multimedia or interactive 

features, uploading and publishing the information. 


This unit must not be taken with Unit 81: Website Software (Level 2) 

(R/502/4631). 



535




e-assessment 















536 




Date 

Portfolio 

reference 


type 

1.1 Determine what website content and layout will be 

needed for each page and for the site 

1 Create structures and 

styles and use them to 

produce websites 

1.2 Plan and create web page templates to layout 

content 

1.3 Select and use website features and structures to 

enhance website navigation and functionality 

1.4 Create, select and use styles to enhance website 

consistency and readability 

1.5 Provide guidance on laws, guidelines and 

constraints that affect the content and use of 

websites 

1.6 Explain what access issues may need to be taken 

into account 

1.7 Explain when and why to use different file types for 

saving content 

1.8 Store and retrieve files effectively, in line with local 

guidelines and conventions where available 

537 



Date 

Portfolio 

reference 


type 

2.1 Prepare content for web pages so that it is ready 

for editing and formatting 

2.2 Organise and combine information needed for web 

pages in line with any copyright constraints, 

including across different software 

2 Select and use website 

software tools and 

features to develop 

multiple page websites 

with multimedia and 

interactive features 

2.3 Select and use appropriate editing and formatting 

techniques to aid meaning 

2.4 Select and use appropriate programming and 

development techniques to add features and 

enhance websites 

2.5 Select and use file formats that make information 

easier to download 

2.6 Check web pages meet needs, using IT tools and 


3.1 Select and use appropriate testing methods to 

check that all elements and features of complex 

websites are working as planned 

3 Publish and test multiple 

page websites with 

multimedia and interactive 

features 

3.2 Identify any quality problems with websites and 

explain how to respond to them 

3.3 Select and use an appropriate program to upload 

and publish the website and make sure that it will 

download efficiently 

3.4 Respond appropriately to quality problems with 

websites to ensure outcomes are fit for purpose 



538





(if sampled) 

539 



540 




(Level 3) 

Unit code: WP3 





Unit summary 

This is the ability to use a software application designed for the creation, 

editing and production of largely text-based documents. 


and use a range of advanced word processing software tools and techniques 

to produce complex and non-routine documents. 

Word processing tools and techniques will be described as ‘advanced’ 

because: 

the software tools and functions will be complex and at times require 

new learning, which will involve having the idea that there may be a tool 

or function to do something (eg improve efficiency or create an effect), 

exploring technical support, self-teaching and applying; 

the techniques required will be complex, and the process of selecting 

appropriate techniques may involve research, identification and 

application; and 

the user will take full responsibility for the inputting, manipulating and 

outputting of the information. 


This unit must not be taken with Unit 82: Word Processing Software (Level 

2) (R/502/4628). 



541




e-assessment 















542 




Date 

Portfolio 

reference 


type 

1.1 Summarise what types of information are needed 

for the document and how they should be linked or 

integrated 

1 Enter and combine text 


accurately within word 


1.2 Use appropriate techniques to enter text and other 

types of information accurately and efficiently 

1.3 Create, use and modify appropriate templates for 

different types of documents 

1.4 Explain how to combine and merge information 

from other software or multiple documents 

1.5 Combine and merge information within a document 

from a range of sources 

1.6 Store and retrieve document and associated files 

effectively, in line with local guidelines and 

conventions where available 

1.7 Select and use tools and techniques to work with 

multiple documents or users 

1.8 Customise interface to meet needs 

543 



Date 

Portfolio 

reference 


type 

2.1 Analyse and explain the requirements for structure 

and style 

2.2 Create, use and modify columns, tables and forms 

to organise information 

2 Create and modify 

appropriate layouts, 

structures and styles for 

word processing 

documents 

2.3 Define and modify styles for document elements 

2.4 Select and use tools and techniques to organise 

and structure long documents 

3.1 Explain how the information should be formatted to 

aid meaning 


characters and paragraphs 

3 Use word processing 

software tools and 

techniques to format and 

present documents 

effectively to meet 

requirements 

3.3 Select and use appropriate page and section 

layouts to present and print multi-page and multisection 

documents 

3.4 Check documents meet needs, using IT tools and 


3.5 Evaluate the quality of the documents produced to 

ensure they are fit for purpose 

3.6 Respond appropriately to any quality problems with 

documents to ensure that outcomes meet needs 

and are fit for purpose 



544





(if sampled) 

545 



546 



Unit 94: Manage Physical Resources 

Unit code: E8 





Unit summary 

This unit will ensure that learners are able to identify, obtain, manage and 

review the use of physical resources. The unit also ensures learners are able 

to take the environmental impact of resource use into consideration. 


This unit was developed by the Management Standards Centre (MSC). No 

further assessment guidance or evidence requirements have been provided 

for this unit. 









547


Date 

Portfolio 

reference 


type 

1.1 Explain the importance of using sustainable 

resources. 

1.2 Explain the potential impact of resource use on the 

environment. 


importance of 

sustainability when using 

physical resources. 

1.3 Explain how to use resources effectively and 

efficiently. 

1.4 Describe actions one can take to minimise any 

adverse environmental impact of using physical 

resources. 

2.1 Consult with colleagues to identify their planned 

activities and corresponding resource needs. 

2 Be able to identify 

resource requirements for 

own area of responsibility. 

2.2 Evaluate past resource use to inform expected 

future demand. 

2.3 Identify resource requirements for own area of 

responsibility. 

3.1 Submit a business case to procure required 

resources. 

3 Be able to obtain required 

resources for own area of 


3.2 Review and agree required resources with relevant 

individuals. 

3.3 Explain an organisation’s processes for procuring 

agreed resources. 



548

Date 

Portfolio 

reference 


type 

4.1 Monitor the quality of resources against required 

specifications. 

4.2 Identify differences between actual and planned 

use of resources and take corrective action. 


review the quality and 

usage of resources in own 

area of responsibility. 

4.3 Analyse the effectiveness and efficiency of resource 

use in own area of responsibility. 

4.4 Make recommendations to improve the 

effectiveness and efficiency of resource use. 





(if sampled) 

549 



550 



Unit 95: Manage the Environmental Impact 

of Work Activities 

Unit code: E9 





Unit summary 

This unit will ensure that learners understand how to, and are able to, 

assess the environmental impact of their work and operate in such a way as 

to reduce the impact on the environment. 













551


Date 

Portfolio 

reference 


type 

1.1 Explain the legal requirements that impact on own 


1.2 Explain the environmental policies that impact on 

own area of responsibility. 

1 Understand the legal 

requirements and 

environmental policies 

that impact on own area 

of responsibility 

2.1 Explain what specialist advice is available to 

manage the environmental impact of work 

activities. 

2.2 Explain how to assess the impact of work activities 

and resources on the environment. 

2 Understand how to assess 

the impact of work 

activities on the 

environment and how this 

can be minimised. 

2.3 Explain how to minimise the environmental impact 

of work activities. 

3.1 Assess the environmental impact of work activities 

and resource use. 

3.2 Produce a report on the environmental impact of 

work activities and resource use, with 

recommendations for improvement. 

3 Be able to assess and 

report on the 

environmental impact of 

work activities in own area 

of responsibility. 

4.1 Adapt the use of resources in own area of 

responsibility to reduce environmental impact. 

4.2 Organise activities in own area of responsibility to 

reduce environmental impact. 

4 Be able to organise work 

activities and resource use 

to minimise environmental 

impact. 



552

Date 

Portfolio 

reference 


type 

5.1 Establish means by which individuals can identify 

and report opportunities for improving 

environmental performance. 

5 Be able to promote 

ongoing improvement in 

environmental 

performance. 

5.2 Communicate environmental benefits resulting from 

changes to work activities. 





(if sampled) 

553 



554 



Unit 96: Provide Leadership and Direction 

for Own Area of Responsibility 

Unit code: B6 





Unit summary 

This unit helps learners to provide leadership and direction for their area of 














555


Date 

Portfolio 

reference 


type 

1.1 Identify own strengths and ability to lead in a 

leadership role. 

1 Be able to lead in own 


1.2 Evaluate strengths within own area of 


2.1 Outline direction for own area of responsibility. 

2.2 Implement objectives with colleagues that align 

with those of the organisation. 

2 Be able to provide 

direction and set 

objectives in own area of 


3.1 Communicate the agreed direction to individuals 

within own area of responsibility. 

3.2 Collect feedback to inform improvement. 

3 Be able to communicate 

the direction for own area 

of responsibility and 

collect feedback to inform 

improvement. 

4.1 Assess feedback on own leadership performance. 

4 Be able to assess own 

leadership performance. 

4.2 Evaluate own leadership performance. 





(if sampled) 



556


Development within Own Area 

of Responsibility 

Unit code: D7 





Unit summary 

This unit helps learners to understand the importance of learning and to 

develop a learning environment within own area of responsibility. 













557


Date 

Portfolio 

reference 


type 

1.1 Identify gaps between requirements of colleagues’ 

current or future work roles and their existing 

knowledge, understanding and skills. 

1 Be able to identify the 

learning needs of 

colleagues in own area of 


1.2 Prioritise learning needs of colleagues. 

1.3 Produce personal development plans for colleagues 

in own area of responsibility. 

2.1 Explain the benefits of continual learning and 

development. 

2.2 Explain how learning opportunities can be provided 

for own area of responsibility. 


develop a learning 

environment in own area 

of responsibility. 

3.1 Identify information, advice and guidance to 

support learning. 

3 Be able to support 

colleagues in learning and 

its application. 

3.2 Communicate to colleagues to take responsibility 

for their own learning. 

3.3 Explain to colleagues how to gain access to learning 

resources. 

3.4 Support colleagues to practise and reflect on what 

they have learned. 

4.1 Examine with each colleague, whether the learning 

activities undertaken have achieved the desired 

outcomes. 

4.2 Support colleagues when updating their personal 

development plan. 

4 Be able to evaluate 

learning outcomes and 

future learning and 

development of 

colleagues. 



558





(if sampled) 

559 



560 



Unit 98: Develop Working Relationships 

with Colleagues and Stakeholders 

Unit code: D2a 





Unit summary 

This unit will help learners to develop effective working relationships with 

colleagues and stakeholders. 













561


Date 

Portfolio 

reference 


type 

1.1 Identify an organisation’s stakeholders. 

1.2 Evaluate the roles, responsibilities, interests and 

concerns of stakeholders. 

1 Know how to identify 

stakeholders and their 

relevance to an 

organisation. 

1.3 Assess the importance of identified stakeholders. 

2.1 Clarify how to agree a common sense of purpose 

with colleagues and stakeholders. 

2.2 Summarise how to create an environment of trust 

and mutual respect with colleagues and 

stakeholders. 


establish working 

relationships with 

colleagues and 

stakeholders. 

3.1 Review and revise the needs and motivations of 

colleagues and stakeholders. 

3.2 Demonstrate interaction with colleagues and 

stakeholders that allows respect for the views and 

actions of others. 

3 Be able to create an 

environment of trust and 

mutual respect with 

colleagues and 

stakeholders. 





(if sampled) 



562

Further information 

Our customer service numbers are: 

BTEC and NVQ 0844 576 0026 

GCSE 0844 576 0027 

GCE 0844 576 0025 

The Diploma 0844 576 0028 

DIDA and other qualifications 0844 576 0031 

Calls may be recorded for training purposes. 

Useful publications 

Related information and publications include: 

Centre Handbook for Edexcel QCF NVQs and Competence-based 

Qualifications published annually 

functional skills publications – specifications, tutor support materials and 

question papers 

Regulatory Arrangements for the Qualification and Credit Framework 

(published by Ofqual, August 2008) 

the current Edexcel publications catalogue and update catalogue. 

Edexcel publications concerning the Quality Assurance System and the 

internal and standards verification of vocationally related programmes can 

be found on the Edexcel website. 

NB: Some of our publications are priced. There is also a charge for postage 

and packing. Please check the cost when you order. 

How to obtain National Occupational Standards 

The Council for Administration 

6 Graphite Square 

Vauxhall Walk 

London 

SE11 5EE 

Telephone: 020 7091 9620 

Email: info@cfa.uk.com 



563

Professional development and training 

Edexcel supports UK and international customers with training related to 

NVQ and BTEC qualifications. This support is available through a choice of 

training options offered in our published training directory or through 

customised training at your centre. 

The support we offer focuses on a range of issues including: 

planning for the delivery of a new programme 

planning for assessment and grading 

developing effective assignments 

building your team and teamwork skills 

developing student-centred learning and teaching approaches 

building functional skills into your programme 

building effective and efficient quality assurance systems. 

The national programme of training we offer can be viewed on our website 

(www.edexcel.com/training). You can request customised training through 

the website or by contacting one of our advisers in the Training from 

Edexcel team via Customer Services to discuss your training needs. 

The training we provide: 

is active 

is designed to be supportive and thought provoking 

builds on best practice 

may be suitable for those seeking evidence for their continuing 

professional development. 

564 



Annexe A: Progression pathways 

The Edexcel qualification framework for the Business and Administration and Leadership and Management sectors 

NVQ/competence 

BTEC specialist 

qualification/ 

professional 

Diplomas BTEC vocationallyrelated 


Level General 


8 

Level 7 NVQ Diploma 

in Management (QCF) 

BTEC Level 7 

Award/Certificate/Dipl 

oma in Strategic 

Management and 

Leadership (QCF) 

7 

6 


in Management (QCF) 

BTEC Level 5 Award/ 

Certificate/Diploma in 

Management and 

Leadership (QCF) 

5 

Level 4 NVQ 

Certificate in Business 

and Administration 


4 


in Business and 


565 






professional 



Level General 






BTEC Level 3 Award in 

Principles of Business 



BTEC Level 3 

Subsidiary 

Diploma/Diploma/Exte 

nded Diploma in 

Business 

Level 3 Higher 

Diploma in Business, 

Administration and 

Finance 

GCE in Business 

Studies 

GCE in Economics 

and Business 

Studies 




BTEC Level 3 

Certificate in Principles 

of Business and 


3 


Certificate in 

Management (QCF) 

BTEC Level 3 

Award/Certificate in 

Management (QCF) 

Level 2 NVQ Award in 

Business and 


BTEC Level 2 Award in 

Principles of Business 



BTEC Level 2 

Certificate/Extended 

Certificate/Diploma in 


Level 2 Advanced 




GCSE in Applied 


GCSE in Business 

Studies 





BTEC Level 2 

Certificate in Principles 

of Business and 



Communications 


Studies and 

Economics 

2 




Level 2 BTEC Award 

and Certificate in 

Team Leading (QCF) 


Certificate in Team 

Leading (QCF) 



566




professional 



Level General 


Level 1 NVQ Award in 

Business and 


BTEC Level 1 

Award/Certificate/Dipl 

oma in Business 


Level 1 Foundation 








1 

BTEC Entry Level 

Award in Business 

Administration (Entry 

3) (QCF) 

Entry 

567 



568 



Annexe B: Quality assurance 

Key principles of quality assurance 

A centre delivering Edexcel qualifications must be an Edexcel recognised 

centre and must have approval for qualifications that it is offering. 

The centre agrees as part of gaining recognition to abide by specific 

terms and conditions around the effective delivery and quality assurance 

of assessment; the centre must abide by these conditions throughout 

the period of delivery. 

Edexcel makes available to approved centres a range of materials and 

opportunities to exemplify the processes required for effective 

assessment and provide examples of effective standards. Approved 

centres must use the guidance on assessment to ensure that staff who 

are delivering Edexcel qualifications are applying consistent standards. 

An approved centre must follow agreed protocols for: standardisation of 

assessors; planning, monitoring and recording of assessment processes; 

internal verification and recording of internal verification processes; and 

for dealing with special circumstances, appeals and malpractice. 

Quality assurance processes 

The approach to quality assured assessment is made through a partnership 

between a recognised centre and Edexcel. Edexcel is committed to ensuring 

that it follows best practice and employs appropriate technology to support 

quality assurance processes where practicable. Therefore, the specific 

arrangements for working with centres will vary. Edexcel seeks to ensure 

that the quality assurance processes that it uses do not place undue 

bureaucratic processes on centres and works to support centres in providing 

robust quality assurance processes. 

The learning outcomes and assessment criteria in each unit within this 

specification set out the standard to be achieved by each learner in order to 

gain each qualification. Edexcel operates a quality assurance process, which 

is designed to ensure that these standards are maintained by all assessors 

and verifiers. 

For the purposes of quality assurance all individual qualifications and units 

are considered as a whole. Centres offering these qualifications must be 

committed to ensuring the quality of the units and qualifications they offer, 

through effective standardisation of assessors and internal verification of 

assessor decisions. Centre quality assurance and assessment processes are 

monitored by Edexcel. 



569

The Edexcel quality assurance processes will involve: 

gaining centre recognition and qualification approval if a centre is not 

currently approved to offer Edexcel qualifications 

annual visits to centres by Edexcel for quality review and development of 

overarching processes and quality standards. Quality review and 

development visits will be conducted by an Edexcel quality development 

reviewer 

annual visits by occupationally competent and qualified Edexcel 

Standards Verifiers for sampling of internal verification and assessor 

decisions for the occupational sector 

the provision of support, advice and guidance towards the achievement 

of National Occupational Standards. 

Centres are required to declare their commitment to ensuring quality and 

appropriate opportunities for learners that lead to valid and accurate 

assessment outcomes. In addition, centres will commit to undertaking 

defined training and online standardisation activities. 

570 



Annexe C: Centre certification and registration 

Edexcel Standards Verifiers will provide support, advice and guidance to 

centres to achieve Direct Claims Status (DCS). Edexcel will maintain the 

integrity of Edexcel QCF NVQs through ensuring that the awarding of these 

qualifications is secure. Where there are quality issues identified in the 

delivery of programmes, Edexcel will exercise the right to: 

direct centres to take actions 

limit or suspend certification 

suspend registration. 

The approach of Edexcel in such circumstances is to work with the centre to 

overcome the problems identified. If additional training is required, Edexcel 

will aim to secure the appropriate expertise to provide this. 

What are the access arrangements and special considerations for the 

qualifications in this specification? 

Centres are required to recruit learners to Edexcel qualifications with 

integrity. 

Appropriate steps should be taken to assess each applicant’s potential and a 

professional judgement made about their ability to successfully complete 

the programme of study and achieve the qualification. This assessment will 

need to take account of the support available to the learner within the 

centre during their programme of study and any specific support that might 

be necessary to allow the learner to access the assessment for the 

qualification. Centres should consult Edexcel’s policy on learners with 

particular requirements. 

Edexcel’s policy on access arrangements and special considerations for 

Edexcel qualifications aims to enhance access to the qualifications for 

learners with disabilities and other difficulties (as defined by the 1995 

Disability Discrimination Act and the amendments to the Act) without 

compromising the assessment of skills, knowledge, understanding or 

competence. Please refer to Access Arrangements and Special 

Considerations for BTEC and Edexcel NVQ Qualifications for further details. 

www.edexcel.com. 



571

572 



Annexe D: Assessment strategies 

Assessment Strategy for Business and Administration NVQs 

1 Introduction 

1.1 The Business and Administration Assessment Strategy is 

designed to provide awarding organisations with a robust and 

flexible approach to deliver assessment for Business and 

Administration NVQs/SVQs and competence-based 

qualifications. 

2 External quality control 

2.1 Awarding organisations will provide qualifications and quality 

assurance that support their delivery to all Business and 

Administration NVQs/SVQs and competence-based qualification 

assessment centres in line with regulatory requirements in 

England, Scotland, Wales and Northern Ireland. 

2.2 Awarding organisations must use independent assessment for 

competence-based qualifications. 

2.3 Awarding organisations will supply the Council for 

Administration (CfA) with reports: 

Quarterly: provide registration and achievement data at unit 

and qualification levels. 

3 Assessing performance 

3.1 Assessment of all units at any level of Business and 

Administration NVQs/SVQs and competence-based 

qualifications may be based on either learner performance at 

work or through simulation, as necessary (see Section 4 

below). 

4 Simulation of NVQ/SVQ units 

4.1 If a unit or part of a unit at any level is simulated, it must be 

undertaken in a ‘realistic working environment’ (RWE). 

4.2 Awarding organisations will provide guidance for centres on 

RWEs. Awarding organisations will make sure RWEs, ‘provide 

an environment which replicates the key characteristics of the 

workplace in which the skill to be assessed is normally 

employed’. 

4.3 Units which have been imported by the CfA in their Business 

and Administration NVQs/SVQs and competence-based 

qualifications will be assessed in compliance with their relevant 

assessment strategies. 



573

5 Occupational expertise to assess performance, and moderate 

and verify assessments 

574 

5.1 Candidates can be assessed, moderated or verified at work 

either by: 

OR 

a Assessors, moderators or verifiers who have achieved or 

are working towards achievement of the appropriate 

regulatory body-approved unit qualifications for 

assessment, moderation or verification; 

b A trainer, supervisor or manager, employed by an 

organisation, who must either: 

1 Have achieved or be in the process of achieving the 

appropriate regulatory body-approved unit 

qualifications for assessment, moderation or 

verification; or, 

2 Seek guidance and approval from an awarding 

organisation to demonstrate that the; 

Organisation has appropriate processes in place to 

facilitate assessment, moderation or verification 

functions 

Trainer, supervisor or manager is able to map their 

assessment, moderation or verification skills and 

knowledge 100% to the NOS upon which the 

qualifications above are based. 

5.2 Assessors must be occupationally competent to make Business 

and Administration assessment judgements about the level 

and scope of individual learner performance at work or in 

RWEs; and occupationally competent to make assessment 

judgements about the quality of assessment and the 

assessment process. 

5.3 External Moderators/Verifiers or Internal Moderators/Verifiers 

must be occupationally competent to make Business and 

Administration moderation and verification judgements about 

the quality of assessment and the assessment process. 

5.4 Awarding organisations will supply full information on the 

requirements for internal and external moderation/verification 

activities to Business and Administration assessment centres. 

5.5 The sector requires all assessors, moderators and verifiers to 

maintain current Business and Administration competence to 

deliver these functions. The CfA recognises this can be 

achieved in many ways but must be recorded in individual 

continual professional development (CPD) records that are 

maintained in Business and Administration assessment 

centres. 



Assessment Strategy for Customer Service Units 

This assessment strategy relates to the following units: 

Unit 40: Use Customer Service as a Competitive Tool (D/601/1228) 

Unit 41: Monitor and Solve Customer Service Problems (J/601/1515) 

This document gives details of the Assessment Strategy for the Customer Service 

S/NVQs at Levels 1, 2, 3 and 4. It gives the key requirements for Customer 

Service Awarding Organisations/Bodies, External and Internal Verifiers, 

Assessors and S/NVQ Centres regarding: 

1. External Quality Control 

2. Assessor and Verifier Occupational Competence 

3. Workplace Performance and Simulation 

4. Employer Direct Model 

1 External Quality Control 

1a Monitoring Centre Performance 

Awarding Organisations/Bodies should: 

carry out thorough risk assessments of organisations applying to 

become Approved Centres for the Customer Service Level 1, 2, 3 

and 4 S/NVQs 

apply quality control management measures appropriate to 

assess each centre’s risk. 

1b External Verification 

Awarding Organisations/Bodies will appoint External Verifiers and will 

monitor all External Verifier practices. 

In particular the AO/B will: 

seek centre feedback regarding the performance of External 

Verifiers and act on this feedback 

ensure that centres have requested feedback from their 

employers in the feedback process 

ensure that External Verifiers follow the relevant regulatory code 

of practice for EVs and if no code of practice is developed 

Awarding Organisations/Bodies will develop their own and apply 

it 

ensure that where a Realistic Working Environment is used IVs 

and EVs carry out a full examination of the working practices 

and the assessment process. 1 

1 Additional Requirements for Qualifications using the title NVQ within the QCF: Version 2 August 

2009 



575

2 Assessor and Internal and External Verifier Occupational Competence 

576 

2a Customer Service Awarding Organisations/Bodies will facilitate 

Assessment and Internal and External Verification by ensuring that EVs 

have: 

a thorough knowledge of the Level 1, 2, 3 or 4 National 

Occupational Standards for Customer Service, appropriate to the 

Level the EV is working at, and the ability to interpret them across a 

wide variety of Customer Service environments; 

experience and working knowledge of the operational and 

assessment processes of the Customer Service S/NVQ at the Level 

the EV is working at; 

relevant and credible customer service experience across the level 

and breadth of the National Occupational Standards and S/NVQs at 

the Level the EV is working at; 

knowledge of current customer service practice and emerging issues 

in the customer service arena; 

high levels of communication and interpersonal skills. 

Level 1 The table at Appendix A shows the ICS requirements for the 

Occupational Competence of Assessors, Internal and External 

Verifiers at Level 1. 

Level 2 The table at Appendix B shows the ICS requirements for the 



Level 3 The table at Appendix C shows the ICS requirements for the 



Level 4 The table at Appendix D shows the ICS requirements for the 



In these tables the ICS has suggested some ways in which Awarding 

Organisations/Bodies can gain evidence to meet these requirements – these are 

not compulsory, just a guide. The tick boxes on the right show whether the 

evidence applies to Assessors (A), Internal Verifiers (IV) or External Verifiers 

(EV). 

2b Awarding Organisations/Bodies and the ICS will work together to: 

circulate and disseminate information appropriate to the job role, 

from the ICS, to all EVs when this supports the Awarding 

Organisations’/Bodies’ communication strategy/schedule; 

advise EVs of the availability of the ICS Web Pages; 

hold briefings for External Verifiers about the revised Customer 

Service Standards and S/NVQs; 

encourage EVs to take part in ICS events regarding the Customer 

Service Standards and S/NVQs whenever this is felt appropriate; 

Simulation and realistic workplace performance 



3 Workplace Performance and Simulation 

Wherever possible, assessment of the Customer Service National S/NVQ Units 

should be carried out in a real job (either paid or voluntary). Where this is 

not possible this Assessment Strategy does allow for: 

3a The use of simulation for the following Level 1 S/NVQ Units only: 

C1 Recognise and deal with customer queries, requests and 

problems 

C2 Take details of customer service problems 

To undertake assessment of simulated activities for the units above the 

Guidelines for Simulation shown at Appendix E must be met. 

3b The use of a Realistic Working Environment including work 

experience and work placement is allowed for all units in the 

Level 1 and Level 2 S/NVQ 

To undertake assessment in a Realistic Working Environment the 

Guidelines shown at Appendix F must be met. 

All other units must be achieved in a real working situation (either 

paid or voluntary). 



577

4. Employer Direct Model 

4 The Employer Direct Model 

578 

The ICS feels that the Employer Direct Model of in-house assessment will 

encourage more employers to offer the Customer Service SVQs and 

NVQs, particularly when they often have highly trained and experienced 

assessors, managers and trainers already in situ who meet or exceed the 

requirements of the A1 and V1 qualifications. Wherever possible, the ICS 

works with employers to encourage assessment to be carried out by 

colleagues, supervisors and/or managers in a workplace environment. 

However, many employers see gaining the A1 and V1 units as an 

obstacle and unnecessary given the experience and quality of their own 

internal assessors and trainers. 

The Employer Direct Model has been developed to meet the needs of 

specific employers based on their knowledge of the Customer Service 

NOS and qualifications and their history of internal assessor/internal 

verifier expertise. 

The ICS supports this model with several provisos: 

The organisation must: 

liaise with an Awarding Organisation/Body who will be offering the 

qualification prior to beginning the process 

prepare, validate and review the assessment/verification roles 

carry out 100% mapping of the employer’s training to the National 

Occupational Standards for the A and V units which the 

qualifications are based on 

agree the mapping process with the Awarding Organisation/Body 

involved 

demonstrate an equivalent level of rigour and robustness as the 

achievement of the unit qualification. 

The Awarding Organisation/Body must: 

offer this model to employers only 

inform the ICS of employers who are using this model 

supply the ICS with statistical data including take-up, sector, size 

of organisation etc when requested 

keep the ICS informed of any problems/issues incurred in the 

delivery of this model. 



Appendix A to Assessment Strategy for Customer Service NVQs 

1 

2 

3 

4 

The Assessor, IV and 

EV working at Level 1 

must have: 

A thorough understanding 

of the National 

Occupational Standards in 

Customer Service at Level 

1 with the ability to 

interpret them within the 

environments and sectors 

they are working in 

Knowledge of current 

practice and emerging 

issues and changes in the 

VQ area across the UK 



issues and changes in 

Customer Service across 

organisations and 

industries 

Experience and working 

knowledge of the 

operational, assessment 

and verification processes 

specifically for Customer 

Service S/NVQ Level 1 

This can be evidenced by: A IV EV 

gathering feedback from a 

variety of centres 

explaining and putting the 

National Occupational 

Standards into the contexts 


taking active participation in 

consultations and briefings 

with Awarding 

Organisations/Bodies, 

UKCES, Accreditation Bodies 

and the ICS 

explaining the differences 

between the 4 UK countries 


variety of employers and 

centres 

attending conferences or 

workshops where trends and 

developments in Customer 

Service are on the agenda 

reading Customer Service 

publications and articles 

regularly looking at the ICS 

website for new 

developments 

keeping up to date with 

media news regarding 

Customer Service 



 

 

 

 

 

 

 

 

 

joining the ICS 

having a successful track 

record of assessing or 

verifying the current 

Standards across a variety of 

organisations 

achieving or working towards 

the Level 2, 3 or 4 Customer 

Service S/NVQ 

 

 

579

Appendix A to Assessment Strategy for Customer Service NVQs 

5 

6 

7 

580 



must have: 

Sufficient, relevant and 

credible Customer Service 

experience across the 

level and breadth of the 

Standards and S/NVQs at 

Level 1 

Appropriate A and V Units 

according to their role – 

within 18 months of 

working with the 

Standards for Assessors 

and IVs and within 12 

months for EVs. 

In Scotland all Assessors 

and Verifiers should 

provide evidence of CPD 

to show that they are 

working to the A and/or V 

unit standards where 

appropriate; those not yet 

qualified 

should show that they are 

working towards achieving 

the appropriate units. 

Demonstrated high levels 

of communication and 





centres 

curriculum vitae and 

references/testimonies 

producing certificates or 

evidence of working towards 

these units or by taking part 

in an Employer Direct Model 

in partnership with an 

Awarding Organisation/Body 

gathering feedback from 

candidates, employers or 

peers 

 

 

 

 



Appendix B to Assessment Strategy for Customer Service NVQs 

1 

2 

3 

4 



must have: 










































centres 









developments 






 

 

 

 

 

 

 

 

 






organisations 




 

 

581

Appendix B to Assessment Strategy for Customer Service NVQs 

5 

6 

7 

582 



must have: 






Level 2 















qualified 










centres 











peers 

 

 

 

 



Appendix C to Assessment Strategy for Customer Service NVQs 

1 

2 

3 

4 



must have: 










































centres 









developments 






 

 

 

 

 

 

 

 

 






organisations 




 

 

583

Appendix C to Assessment Strategy for Customer Service NVQs 

5 

6 

7 

584 



must have: 






Level 3 















qualified 










centres 











peers 

 

 

 

 



Appendix D to Assessment Strategy for Customer Service NVQs 

1 

2 

3 

4 



must have: 










































centres 









developments 






 

 

 

 

 

 

 

 

 






organisations 




 

 

585

Appendix D to Assessment Strategy for Customer Service NVQs 

5 

6 

7 

586 



must have: 

Sufficient relevant and 





Level 4 






and IVS and within 12 









qualified 




Demonstrated high levels of 

communication and 





centres 










learners, employers or peers 

 

 

 

 



Assessment Strategy for Management and Leadership Units 

This Assessment Strategy relates to the following units: 

Unit 94: Manage Physical Resources (K/600/9711) 

Unit 95: Manage the Environmental Impact of Work Activities 

(M/600/9712) 

Unit 96: Provide Leadership and Direction for Own Area of 

Responsibility (T/600/9601) 

Unit 97: Support Learning and Development within Own Area of 

Responsibility (M/600/9676) 

Unit 98: Develop Working Relationships with Colleagues and 

Stakeholders (K/600/9661) 

The Management Standards Centre (MSC) is the Government-recognised 

standards-setting body for management and leadership. This document sets 

out the overarching assessment strategy for National Vocational 

Qualifications QCF and related units and Scottish Vocational Qualifications 

(SVQs) in management and leadership based on the National Occupational 

Standards (NOS) for management and leadership. 

1 Achieving External Quality Control of Assessment 

The following measures are proposed in terms of achieving external 

quality control of assessment: 

Application of risk management. The MSC will expect awarding 

bodies to apply such risk management systems to the awarding of 

NVQs and SVQs in management and leadership and deploy resources 

accordingly to tackle identified risks. 

The existing Management and Leadership Qualifications Forum 

(M&LQF) will take on a more active role in relation to the ongoing 

assessment and quality assurance of NVQs and SVQs in management 

and leadership. 

MSC encourages Standardisation activities/exercises across 

centres (Assessors and Internal Verifiers) and External Verifiers 

where appropriate. 

2 Assessment through Performance in the Workplace 

The NVQs and SVQs in management and leadership are to be assessed 

using evidence from the workplace ie observable performance, physical 

products of work (such as reports, plans, correspondence etc), witness 

testimony, discussion and questioning etc 

3 Assessment by Simulation 

Simulation is not allowed. 



587

4 Requirements for Assessors and Verifiers 

588 

Assessors and Verifiers must demonstrate that they: 

have credible expertise in management and leadership relevant to 

the level(s)/units they are assessing or verifying. 

keep themselves up-to-date with developments in management and 

leadership practice; 

have a thorough understanding of the NOS for management and 

leadership at the unit(s)/level(s) they are assessing or verifying. 

In addition Assessors and Verifiers must have: 

An accredited Assessor and/or Verifier qualification, or 

A related qualification in assessment and/or verification that has been 

mapped to the national Occupational Standards for assessment 

and/or verifications, or 

Evidence of undertaking an employer assessment programme that 

has been mapped to the National Occupational Standards for 

assessment and/or verifications. MSC will work with Awarding Bodies 

through the Awarding Body forum to ensure that there is effective 

development and management through the QCF process. 



Assessment Strategy for Information Technology Qualifications (ITQ) 

May 2009 

The following includes excerpts from the assessment strategy for 

Information Technology qualifications (ITQ). The complete assessment 

strategy can be viewed on e-skills UK’s website: www.e-skills.com 

This assessment strategy relates to the following units: 

Unit 72: Bespoke software (Level 2) (F/502/4396) 

Unit 73: Data management software (Level 2) (J/502/4559) 

Unit 74: Database software (Level 2) (M/502/4555) 

Unit 75: Improving productivity using IT (Level 2) (J/502/4156) 

Unit 76: IT security for users (Level 2) (Y/502/4257) 

Unit 77: Presentation software (Level 2) (M/502/4622) 

Unit 78: Set up an IT system (Level 2) (L/502/4210) 

Unit 79: Spreadsheet software (Level 2) (F/502/4625) 

Unit 80: Using collaborative technologies (Level 2) (F/502/4379) 

Unit 81: Website software (Level 2) (R/502/4631) 

Unit 82: Word processing software (Level 2) (R/502/4628) 

Unit 83: Bespoke software (Level 3) (J/502/4397) 

Unit 84: Data management software (Level 3) (A/502/4560) 

Unit 85: Database software (Level 3) (T/502/4556) 

Unit 86: Improving productivity using IT (Level 3) (L/502/4157) 

Unit 87: IT security for users (Level 3) (D/502/4258) 

Unit 88: Presentation software (Level 3) (T/502/4623) 

Unit 89: Set up an IT system (Level 3) (R/502/4211) 

Unit 90: Spreadsheet software (Level 3) (J/502/4626) 

Unit 91: Using collaborative technologies (Level 3) (T/502/4380) 

Unit 92: Website software (Level 3) (Y/502/4632) 

Unit 93: Word processing software (Level 3) (Y/502/4629) 

This assessment strategy is being developed in consultation with employers, 

training providers, Awarding Bodies and the regulatory authorities. 

Scope of the Assessment Strategy 

This assessment strategy applies to all units and qualifications that are 

aligned to the IT User NOS and accredited onto credit frameworks to be 

included in the final ITQ Framework (both directly and partly signed). 

During the transition period, the assessment arrangements for existing 

‘contributing’ units and NQF qualifications will apply. 



589

Choice of Assessment Method 

All ITQ units may be assessed using any method, or combination of 

methods, which clearly demonstrates that the learning outcomes and 

assessment criteria have been met. Assessments must also take into 

account the additional information provided in the unit Purpose and Aims 

relating to the level of demand of: 

The activity, task, problem or question and the context in which it is set; 

The information input and output type and structure involved; and 

The IT tools, techniques or functions to be used. 

Examples of recommended assessment methods are included in Annexe A. 

Accreditation of Prior Achievement 

For candidates starting their studies towards the ITQ under the QCF the 

process for accreditation of prior achievement is straightforward. Under the 

QCF, Awarding Bodies agree to mutual recognition of achievement, so that 

candidates will be able to count any relevant units towards the ITQ 

regardless of which Awarding Body issues the certificates. 

Many people may have developed their skills in using IT through 

undertaking existing or ‘legacy’ accredited units, qualifications or from nonaccredited 

units and employer training schemes, such as: 

The QCF ITQ in trials between September 07 and August 09 

The current ITQ which is technically a National Vocational Qualification 

(NVQ) 

Functional Skills ICT, ICT Skills for Life (Basic Skills) and in Essential 

Skills ICT (Northern Ireland) 

Legacy units from VQs or VRQs accredited on the National Qualifications 

Framework (NQF) or accredited by the Scottish Qualifications Authority 

(SQA) 

Vendor units and qualifications and 

Employer training schemes. 

The ITQ Framework lists which units or schemes can contribute to the ITQ, 

and whether there are any limits on counting credit from such achievement. 

The up-to-date ITQ Framework will be published on the e-skills UK website. 

Acceptance of contributing qualifications is mandatory for all ITQ Awarding 

Bodies irrespective of the originating Awarding Body (AB). An Awarding 

Body offering ITQs must accept recognised units and qualifications from any 

other AB if the following conditions are met: 

The learner presents the original qualification, unit certificate or other 

agreed record of achievement for inspection by the ITQ centre; and 

The unit was achieved no more than three years prior to the date of 

presentation to the centre. It is the responsibility of the AB and their 

centres to ensure that a representative sample of certificated skills and 

knowledge are still current. 

590 



Some approved contributing units entitle candidates to claim exemptions 

for more than one ITQ unit. In such cases, the learner does not have to 

claim exemptions for all of the possible ITQ units unless he/she chooses 

to do so. 

Progression 

Candidates may carry forward credits for a period of three years to support 

progression from ITQ Award to ITQ Certificate and from ITQ Certificate to 

ITQ Diploma or from Level 1 to 2, or Level 2 to 3. 

Candidates may not include the same unit at more than one level in any 

qualification. Thus a learner who has completed, for example, both Word 

Processing at Level 1 (3 credits) and Word Processing at Level 2 (4 credits) 

may only count credits from the higher level towards the qualification. 

Assessment Roles and Quality Assurance 

Assessors and internal and external moderators/verifiers 

The new ITQs are not NVQs, therefore there is no need for assessors to hold 

the A1 qualification or for verifiers to hold the V1 qualification, or indeed to 

be working towards these qualifications. 

To ensure the quality of assessment decisions, it is expected that awarding 

bodies will have in place methods to ensure that assessors and internal and 

external moderators/verifiers have: 

The necessary IT skills and experience to assess the units and 

qualifications they are making judgements on, such as demonstrated 

by holding an ITQ at Level 3. Centres must maintain a current register 

of curriculum vitae (CVs), including reference to continuing 

professional development. 

e-skills UK do not require assessors or internal or external 

moderators/verifiers to hold assessor qualifications beyond those required 

by the awarding or regulatory body. 

Standardisation, moderation and verification 

Awarding Bodies must use quality assurance systems that are fit for 

purpose for the assessment method(s) being used and are in line with the 

relevant regulatory requirements. 

For example: 

Internal/external moderation of externally set examinations or online 

tests 

External moderation of externally set and internally marked texts 

Records to authenticate candidates’ evidence for assessment 

Internal standardisation/external moderation of scenario-based 

assignments set by centres 

Internal moderation/verification of internally assessed evidence by a 

suitably qualified internal moderator/verifier using procedures approved 

by the awarding body; and 



591

External moderation/verification of internally assessed evidence by a 

suitably qualified external moderator/verifier using procedures specified 

by the awarding body. 

Joint Awarding Body Forum 

Awarding Bodies, through the quality control mechanisms specified by the 

regulatory authorities, must ensure a rigorous and effective control of 

centres and the assessment and verification process so that judgement of 

what is valid, authentic, current, reliable and sufficient evidence is 

maintained across all assessment contexts. 

To ensure consistency of assessment it is required that all Awarding Bodies 

routinely participate in the e-skills UK Joint Awarding Body Forum which will 

be the focus for ensuring that assessment and verification of competence is 

carried out consistently and fairly across all assessment contexts. 

The Awarding Body Forum will, within the individual Awarding Bodies’ 

agreed methodologies, develop and maintain a common understanding of 

the standards and promote good assessment and verification practice. 

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592 



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