- ICTCC121A - Use an enterprise information system
Assessor Resource
ICTCC121A
Use an enterprise information system
Assessment tool
Version 1.0
Issue Date: April 2024
Not applicable.
Field: Technology
This unit applies to the use of an enterprise information system to obtain and record customer information. It addresses the use of a single information system while in contact with the customer.
This unit is based on unit ICTTC202A in the ICT97 training package.
: ICTCC120
Equivalent units: Nil
Field: Technology
This unit applies to the use of an enterprise information system to obtain and record customer information. It addresses the use of a single information system while in contact with the customer.
This unit is based on unit ICTTC202A in the ICT97 training package.
: ICTCC120
Equivalent units: Nil
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Not applicable.
Employability Skills
Not applicable.
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.
Assessment location and resources
Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.
Critical evidence
Assessment candidates should produce evidence of the following:
Use of various screens within business systems.
Efficient and effective navigation through information systems.
Use of standard operating procedures.
Accurate use of codes used to locate data.
Accurate entering of information onto the system.
Checks to ensure information is captured in accordance with laid down procedures.
Help files are accessed when required.
Skills and knowledge
Computer Keyboard Usage.
Computer Literacy.
Problem Solving Processes.
Enterprise Policies, Procedures and Guideline.
Enterprise Information System(s) and Operating Platforms.
Operational Environment: Customer Base, Company Products and Services.
Operational Systems and Technology.
Workplace Ergonomics.
Assessment location and resources
Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.
Critical evidence
Assessment candidates should produce evidence of the following:
Use of various screens within business systems.
Efficient and effective navigation through information systems.
Use of standard operating procedures.
Accurate use of codes used to locate data.
Accurate entering of information onto the system.
Checks to ensure information is captured in accordance with laid down procedures.
Help files are accessed when required.
Skills and knowledge
Computer Keyboard Usage.
Computer Literacy.
Problem Solving Processes.
Enterprise Policies, Procedures and Guideline.
Enterprise Information System(s) and Operating Platforms.
Operational Environment: Customer Base, Company Products and Services.
Operational Systems and Technology.
Workplace Ergonomics.
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, 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.
Not applicable.
The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.
Information systems
Are unique to the enterprise and generally based on a spreadsheet or database application.
Customer
A user, purchaser, or beneficiary of a service, product, or process and may be internal or external to the organisation and may include colleagues.
Information
Specific details requested by a customer or others, and details required from core business systems or other sources in order to complete a transaction or process.
Transaction
A sequence of interactions in enterprise business systems performed by the staff member in satisfying the customer's needs.
Other sources
additional information systems
reference manuals
colleagues.
Sources of help
system helpdesks
system operation units
reference materials
colleagues
supervisor
coaches.
Relevant legislation, codes, regulations and standardsinclude:
Privacy Act
Trade Practices Act
Telecommunications Act
Occupational Health and Safety legislation
Freedom of Information
The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.
Information systems
Are unique to the enterprise and generally based on a spreadsheet or database application.
Customer
A user, purchaser, or beneficiary of a service, product, or process and may be internal or external to the organisation and may include colleagues.
Information
Specific details requested by a customer or others, and details required from core business systems or other sources in order to complete a transaction or process.
Transaction
A sequence of interactions in enterprise business systems performed by the staff member in satisfying the customer's needs.
Other sources
additional information systems
reference manuals
colleagues.
Sources of help
system helpdesks
system operation units
reference materials
colleagues
supervisor
coaches.
Relevant legislation, codes, regulations and standardsinclude:
Privacy Act
Trade Practices Act
Telecommunications Act
Occupational Health and Safety legislation
Freedom of Information
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 |
|---|---|---|---|
| Log on to enterprise information system efficiently | |||
| Analyse customer inquiry and plan to obtain the required information | |||
| Identify sources of information within enterprise system | |||
| Locate appropriate system screens efficiently | |||
| Use appropriate codes to locate information | |||
| Access information from other sources as necessary. | |||
| Interpret information obtained to meet customer requirements | |||
| Follow enterprise procedures to satisfy customer inquiry | |||
| Observe legislation, codes, regulations and standards throughout transaction | |||
| Access appropriate screen to initiate a transaction | |||
| Enter all relevant information required for the transaction | |||
| Enter appropriate commands to complete the transaction | |||
| Information and commands are entered efficiently and accurately | |||
| Check transactions for accuracy/errors before release | |||
| Observe legislation, codes, regulations and standards throughout transaction | |||
| Identify sources of help for information systems problems or issues | |||
| The identified source/s of help are accessed to resolve problems/issues. |
Forms
Assessment Cover Sheet
ICTCC121A - Use an enterprise information system
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
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Signature:
Date:
Assessment Record Sheet
ICTCC121A - Use an enterprise information system
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: