Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCCO301B Mapping and Delivery Guide
Use multiple information systems

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCCO301B - Use multiple information systems
Description This unit describes the performance outcomes, skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information. This may involve navigation between information systems using multiple windows and the maintenance of systems data while interacting with a customer.Competence in this unit requires proficiency in the use of systems to analyse, research and resolve customer enquiries. It also requires basic troubleshooting skills to identify and report on issues that may arise with systems.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies in customer contact environments where use of multiple information systems is required to resolve customer enquiries or complaints.This work is undertaken with some supervision and guidance.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Access a range of information systems
  • Efficiently log on to information systems
  • Navigate screens efficiently to locate displays and information relevant to role
  • Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information
  • Manage use of information systems efficiently according to organisational requirements
       
Element: Process customer information using multiple information systems
  • Analyse customer enquiry to identify information needs
  • Identify information systems required to satisfy information needs
  • Use information systems according to organisational processes to complete customer enquiry or transaction
  • Record customer information in information systems to complete customer enquiry or transaction
  • Use the shortest reasonable pathways to navigate between and within information systems
  • Maintain contact and communication with the customer while operating information systems
  • Verify information with customer to complete transaction
       
Element: Identify and rectify information system and processing errors
  • Identify errors in information system, relevant to role
  • Analyse errors for their impact on information system and customers
  • Identify source of errors, where possible
  • Consult with stakeholders to identify actions to rectify errors
  • Arrange rectification and confirm that amendments are accurate
  • Inform customers of errors and take necessary action
  • Identify information system faults and notify relevant personnel according to policy
  • Recommend procedural change according to policy
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

apply checks to ensure data is captured and errors are rectified according to established procedures

demonstrate knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems

navigate systems to locate required information.

Context of and specific resources for assessment

Assessment must ensure access to:

relevant standards and guidelines for use of systems

workplace information and data

quality assurance and system user error reports

troubleshooting reports and escalation reports

work environment to observe operation of systems.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

direct observation of use of systems

review of data entry

feedback from quality assurance program

review of performance management reports

oral and/or written questioning to assess knowledge of systems and organisational security and operational requirements.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

analytical skills to research, identify and use information effectively

communication skills to maintain effective customer contact while using information systems

interpersonal skills to establish rapport and build relationships with customers

literacy skills to read, interpret and record information

numeracy skills to read, validate and calculate data and information

problemsolving skills to analyse and resolve issues with information systems

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to use organisational information systems.

Required knowledge

computer and system troubleshooting principles

enterprise business systems and operating platforms relevant to role

enterprise policies, procedures and guidelines regarding the use and security of information systems

social networking websites, including Facebook and Myspace

escalation process for reporting information technology issues.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Log onmay include:

complying with information technology security protocols

logging into telephone system

opening most frequently used applications

turning on computer equipment

username and passwords to access information systems.

Information systemsmay include:

billing systems

databases

internet

intranet

telephone systems.

Manage use of information systems may include use of:

bookmarks

decision support system

office automation system

transaction processing systems.

Customermay include:

colleague

internal or external customer of the organisation

user, purchaser or beneficiary of a service, product or process.

Informationmay include:

details required from core business systems or other sources in order to complete a transaction or process

specific details requested by a customer or others.

Errorsmay include:

corrupt data

data in incorrect fields

inaccurate data

untimely entry of data.

Stakeholdersmay include:

information technology department or help desk

marketing department

owners of database or system

team leader or manager

training department.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Efficiently log on to information systems 
Navigate screens efficiently to locate displays and information relevant to role 
Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information 
Manage use of information systems efficiently according to organisational requirements 
Analyse customer enquiry to identify information needs 
Identify information systems required to satisfy information needs 
Use information systems according to organisational processes to complete customer enquiry or transaction 
Record customer information in information systems to complete customer enquiry or transaction 
Use the shortest reasonable pathways to navigate between and within information systems 
Maintain contact and communication with the customer while operating information systems 
Verify information with customer to complete transaction 
Identify errors in information system, relevant to role 
Analyse errors for their impact on information system and customers 
Identify source of errors, where possible 
Consult with stakeholders to identify actions to rectify errors 
Arrange rectification and confirm that amendments are accurate 
Inform customers of errors and take necessary action 
Identify information system faults and notify relevant personnel according to policy 
Recommend procedural change according to policy 

Forms

Assessment Cover Sheet

BSBCCO301B - Use multiple information systems
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO301B - Use multiple information systems

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: