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Evidence Guide: BSBCCO301B - Use multiple information systems

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCCO301B - Use multiple information systems

What evidence can you provide to prove your understanding of each of the following citeria?

Access a range of information systems

  1. Efficiently log on to information systems
  2. Navigate screens efficiently to locate displays and information relevant to role
  3. Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information
  4. Manage use of information systems efficiently according to organisational requirements
Efficiently log on to information systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Navigate screens efficiently to locate displays and information relevant to role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage use of information systems efficiently according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer information using multiple information systems

  1. Analyse customer enquiry to identify information needs
  2. Identify information systems required to satisfy information needs
  3. Use information systems according to organisational processes to complete customer enquiry or transaction
  4. Record customer information in information systems to complete customer enquiry or transaction
  5. Use the shortest reasonable pathways to navigate between and within information systems
  6. Maintain contact and communication with the customer while operating information systems
  7. Verify information with customer to complete transaction
Analyse customer enquiry to identify information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify information systems required to satisfy information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information systems according to organisational processes to complete customer enquiry or transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record customer information in information systems to complete customer enquiry or transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use the shortest reasonable pathways to navigate between and within information systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain contact and communication with the customer while operating information systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verify information with customer to complete transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and rectify information system and processing errors

  1. Identify errors in information system, relevant to role
  2. Analyse errors for their impact on information system and customers
  3. Identify source of errors, where possible
  4. Consult with stakeholders to identify actions to rectify errors
  5. Arrange rectification and confirm that amendments are accurate
  6. Inform customers of errors and take necessary action
  7. Identify information system faults and notify relevant personnel according to policy
  8. Recommend procedural change according to policy
Identify errors in information system, relevant to role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse errors for their impact on information system and customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify source of errors, where possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult with stakeholders to identify actions to rectify errors

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange rectification and confirm that amendments are accurate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customers of errors and take necessary action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify information system faults and notify relevant personnel according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend procedural change according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.

Range Statement

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.