BSBCCO301B - Use multiple information systems

BSBCCO301B
Use multiple information systems

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.

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.

Prerequisites

Not applicable.

Elements and Performance Criteria

1. Access a range of information systems

1.1 Efficiently log on to information systems

1.2 Navigate screens efficiently to locate displays and information relevant to role

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

1.4 Manage use of information systems efficiently according to organisational requirements

2. Process customer information using multiple information systems

2.1 Analyse customer enquiry to identify information needs

2.2 Identify information systems required to satisfy information needs

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

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

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

2.6 Maintain contact and communication with the customer while operating information systems

2.7 Verify information with customer to complete transaction

3. Identify and rectify information system and processing errors

3.1 Identify errors in information system, relevant to role

3.2 Analyse errors for their impact on information system and customers

3.3 Identify source of errors, where possible

3.4 Consult with stakeholders to identify actions to rectify errors

3.5 Arrange rectification and confirm that amendments are accurate

3.6 Inform customers of errors and take necessary action

3.7 Identify information system faults and notify relevant personnel according to policy

3.8 Recommend procedural change according to policy

Required Skills

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.

Evidence Required

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.

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.

Sectors

Stakeholder relations – customer service

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.