Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
Level 2 and 3 Diploma in Business Support (4475-12/13)
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Unit 304 Pr<strong>in</strong>ciples of provid<strong>in</strong>g <strong>and</strong> ma<strong>in</strong>ta<strong>in</strong><strong>in</strong>g<br />
adm<strong>in</strong>istrative services<br />
Learn<strong>in</strong>g outcomes <strong>and</strong> assessment criteria<br />
Outcome 1 Underst<strong>and</strong> how to order products <strong>and</strong> services<br />
The learner can:<br />
1. describe procedures for the order<strong>in</strong>g <strong>and</strong> supply of products <strong>and</strong> services for an organisation<br />
2. describe how to write a specification for a product or service<br />
3. expla<strong>in</strong> the purpose of select<strong>in</strong>g products <strong>and</strong> services that represent best value for money<br />
4. expla<strong>in</strong> the benefits of review<strong>in</strong>g procedures for order<strong>in</strong>g products <strong>and</strong> services.<br />
Outcome 2 Underst<strong>and</strong> how to keep waste to a m<strong>in</strong>imum <strong>in</strong> a bus<strong>in</strong>ess<br />
environment<br />
The learner can:<br />
1. expla<strong>in</strong> the ma<strong>in</strong> causes of waste that may occur <strong>in</strong> a bus<strong>in</strong>ess environment<br />
2. expla<strong>in</strong> ways of keep<strong>in</strong>g waste to a m<strong>in</strong>imum <strong>in</strong> a bus<strong>in</strong>ess environment.<br />
Outcome 3 Underst<strong>and</strong> the purpose of deliver<strong>in</strong>g effective customer<br />
service<br />
The learner can:<br />
1. expla<strong>in</strong> why customer service should meet or exceed customer expectations<br />
2. expla<strong>in</strong> the purpose of build<strong>in</strong>g positive work<strong>in</strong>g relationships with customers<br />
3. expla<strong>in</strong> the purpose of identify<strong>in</strong>g customer needs <strong>and</strong> expectations<br />
4. expla<strong>in</strong> the purpose of agree<strong>in</strong>g quality st<strong>and</strong>ards <strong>and</strong> timescales with customers<br />
5. describe methods of review<strong>in</strong>g customer service provision with<strong>in</strong> a bus<strong>in</strong>ess environment.<br />
Outcome 4 Know how to take m<strong>in</strong>utes<br />
The learner can:<br />
1. expla<strong>in</strong> the purpose of m<strong>in</strong>utes as an accurate record of discussions <strong>and</strong> decisions<br />
2. describe legal <strong>and</strong> organisational requirements that may apply to m<strong>in</strong>ute tak<strong>in</strong>g<br />
3. describe how to take notes dur<strong>in</strong>g discussions held at meet<strong>in</strong>gs<br />
4. expla<strong>in</strong> the purpose of, <strong>and</strong> how to, listen actively when tak<strong>in</strong>g m<strong>in</strong>utes<br />
5. describe different types <strong>and</strong> styles of m<strong>in</strong>utes <strong>and</strong> their purpose.<br />
Outcome 5 Underst<strong>and</strong> how to organise meet<strong>in</strong>gs<br />
The learner can:<br />
1. describe different types of meet<strong>in</strong>gs <strong>and</strong> their ma<strong>in</strong> features<br />
2. describe the sources <strong>and</strong> types of <strong>in</strong>formation needed to organise meet<strong>in</strong>gs<br />
3. describe the types of <strong>in</strong>formation needed by <strong>in</strong>dividuals before, dur<strong>in</strong>g <strong>and</strong> after meet<strong>in</strong>gs.<br />
Outcome 6 Underst<strong>and</strong> how to organise events<br />
The learner can:<br />
1. describe different types of events <strong>and</strong> their ma<strong>in</strong> features<br />
2. expla<strong>in</strong> how to select appropriate types of venues <strong>and</strong> resources<br />
3. exam<strong>in</strong>e the sources <strong>and</strong> types of <strong>in</strong>formation needed to organise events<br />
4. describe the types of <strong>in</strong>formation needed by <strong>in</strong>dividuals before, dur<strong>in</strong>g <strong>and</strong> after events.<br />
158 <strong>Level</strong> 2 <strong>and</strong> 3 <strong>Diploma</strong> <strong>in</strong> Bus<strong>in</strong>ess <strong>Support</strong> (<strong>4475</strong>-<strong>12</strong>/<strong>13</strong>)
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