Level 2 and 3 Diploma in Business Support (4475-12/13)

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Unit 304 Principles of providing and maintaining administrative services Learning outcomes and assessment criteria Outcome 1 Understand how to order products and services The learner can: 1. describe procedures for the ordering and supply of products and services for an organisation 2. describe how to write a specification for a product or service 3. explain the purpose of selecting products and services that represent best value for money 4. explain the benefits of reviewing procedures for ordering products and services. Outcome 2 Understand how to keep waste to a minimum in a business environment The learner can: 1. explain the main causes of waste that may occur in a business environment 2. explain ways of keeping waste to a minimum in a business environment. Outcome 3 Understand the purpose of delivering effective customer service The learner can: 1. explain why customer service should meet or exceed customer expectations 2. explain the purpose of building positive working relationships with customers 3. explain the purpose of identifying customer needs and expectations 4. explain the purpose of agreeing quality standards and timescales with customers 5. describe methods of reviewing customer service provision within a business environment. Outcome 4 Know how to take minutes The learner can: 1. explain the purpose of minutes as an accurate record of discussions and decisions 2. describe legal and organisational requirements that may apply to minute taking 3. describe how to take notes during discussions held at meetings 4. explain the purpose of, and how to, listen actively when taking minutes 5. describe different types and styles of minutes and their purpose. Outcome 5 Understand how to organise meetings The learner can: 1. describe different types of meetings and their main features 2. describe the sources and types of information needed to organise meetings 3. describe the types of information needed by individuals before, during and after meetings. Outcome 6 Understand how to organise events The learner can: 1. describe different types of events and their main features 2. explain how to select appropriate types of venues and resources 3. examine the sources and types of information needed to organise events 4. describe the types of information needed by individuals before, during and after events. 158 Level 2 and 3 Diploma in Business Support (4475-12/13)
Outcome 7 Understand how to manage diary systems The learner can: 1. explain the purpose of managing diary systems to plan and co-ordinate activities and resources 2. compare different types of diary systems and the situations for which they are appropriate 3. describe the information needed to maintain diary systems. Level 2 and 3 Diploma in Business Support (4475-12/13) 159
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Level 2 and 3 Diploma in Business S
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Level 2 and 3 Diploma in Business S
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Contents 1 Introduction 5 2 Centre
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1 Introduction This document contai
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Unit accreditation number City & Gu
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2 Centre requirements This section
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3 Course design and delivery 3.1 In
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City & Guilds unit Unit title Asses
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Unit 101 Using the Internet Level:
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Unit 101 Using the Internet Learnin
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Outcome 4 Be able to use browser so
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Unit 102 Using email Learning outco
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Unit 103 Using collaborative techno
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Unit 103 Using collaborative techno
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Unit 104 Word processing software L
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Unit 104 Word processing software T
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Unit 105 Spreadsheet software Level
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Unit 105 Spreadsheet software Teach
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Unit 106 Database software Level: 1
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Unit 106 Database software Teaching
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Unit 107 Presentation software Lear
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Outcome 3 Be able to prepare slides
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Unit 108 Desktop publishing softwar
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• Manipulate images and graphic e
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Unit 109 Data management software L
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Unit 201 Principles of personal res
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Outcome 6 Understand the purpose of
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Support in terms of • advice •
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• meeting deadlines and targets
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Unit 202 Principles of providing ad
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Outcome 7 Understand diary manageme
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• franking • weighing • addre
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• documentation requirements •
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• attitude and behaviour • conf
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Unit 203 Principles of managing inf
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• to inform • to explain/educat
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Unit 204 Principles of supporting c
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Unit 204 Principles of supporting c
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Unit 205 Principles of supporting b
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• use of open body language such
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Unit 206 Principles of maintaining
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Unit 207 Principles of working in t
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Outcome 6 Understand how performanc
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4. Explain in terms of complying wi
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Unit 208 Delivery of effective cust
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Unit 208 Delivery of effective cust
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called formal feedback. All staff i
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• show sensitivity to the needs a
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5.6 Codes of Practice - sector code
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Unit 209 Supporting the customer se
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Unit 209 Supporting the customer se
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Written communication is eg letter,
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• understand the problem • iden
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Unit 210 Using email Level: 2 Credi
Page 109 and 110: Unit 210 Using email Teaching guida
Page 111 and 112: Unit 211 Using collaborative techno
Page 113 and 114: Unit 211 Using collaborative techno
Page 115 and 116: Unit 212 Word processing software L
Page 117 and 118: Unit 212 Word processing software T
Page 119 and 120: Unit 213 Spreadsheet software Level
Page 121 and 122: Unit 213 Spreadsheet software Teach
Page 123 and 124: Unit 214 Database software Level: 2
Page 125 and 126: Unit 214 Database software Teaching
Page 127 and 128: Unit 215 Presentation software Leve
Page 129 and 130: Unit 215 Presentation software Teac
Page 131 and 132: Unit 216 Data management software L
Page 133 and 134: Unit 216 Data management software T
Page 135 and 136: Unit 217 Introduction to notice pro
Page 137 and 138: Outcome 6 understand the concept &
Page 139 and 140: Unit 217 Introduction to notice pro
Page 141 and 142: Unit 301 Principles of personal res
Page 143 and 144: Outcome 5 Understand the types of p
Page 145 and 146: • professional associations • h
Page 147 and 148: Outcome 4 Understand how to evaluat
Page 149 and 150: Unit 302 Principles of working with
Page 151 and 152: Unit 302 Principles of working with
Page 153 and 154: Unit 303 Principles of managing inf
Page 155 and 156: Unit 303 Principles of managing inf
Page 157 and 158: • legal requirements • record k
Page 159: Unit 304 Principles of providing an
Page 163 and 164: • economy • ease of use • com
Page 165 and 166: • who has access to them • when
Page 167 and 168: Unit 305 Principles of project mana
Page 169 and 170: Unit 305 Principles of project mana
Page 171 and 172: Unit 306 Principles of contributing
Page 173 and 174: Outcome 4 Understand the process of
Page 175 and 176: Unit 307 Principles of working in t
Page 177 and 178: Unit 307 Principles of working in t
Page 179 and 180: from the Treasury via government de
Page 181 and 182: Unit 308 Principles of budgets in a
Page 183 and 184: 3. The candidate should explain: Ti
Page 185 and 186: Unit 309 Principles of customer ser
Page 187 and 188: Negative behaviour on the part of t
Page 189 and 190: 4 Complaints should be viewed in a
Page 191 and 192: 4 There are various types of contra
Page 193 and 194: Unit 310 Developing and improving t
Page 195 and 196: 4 A SWOT analysis considers the str
Page 197 and 198: • Customer charter - is the organ
Page 199 and 200: Unit 311 Word processing software L
Page 201 and 202: • create and amend forms, merge a
Page 203 and 204: Unit 312 Spreadsheet software Learn
Page 205 and 206: • pivot tables and charts • jud
Page 207 and 208: Unit 313 Presentation software Lear
Page 209 and 210: • interactive elements • edit p
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Unit number/title Unit number/outco
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Unit number/title Unit number/outco
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Useful contacts UK learners General
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Level 2 and 3 Diploma in Business Support (4475-12/13)

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