This unit requires the team member to demonstrate the capacity to operate information technology systems, resolve system faults, perform point-of-sale financial transactions, and safely and securely store electronic information according to store policy and procedures and relevant legislation. Those with managerial or supervisory responsibility undertake this unit.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Use store information technology system.

1.1

Demonstrate knowledge of store information technology system and convey to other staff members as required.

1.2

Identify and operate hardware according to manufacturer instructions and store policy and procedures.

1.3

Identify and use software according to manufacturer instructions and store procedures.

1.4

Describe the application and uses of information technology systems available.

1.5

Transmit data according to electronic data interchange procedures as required.

1.6

Use keyboard skills to accurately enter information as required by store policy.

1.7

Regularly perform back-up procedures according to store policy.

2

Edit and update information.

2.1

Identify information to be edited and updated according to store procedures.

2.2

Edit and update information on system according to store policy and procedures.

2.3

Identify and enter price changes into store system as required.

2.4

Ensure shelf data price and computer records match.

3

Solve problems.

3.1

Identify equipment, hardware and software faults and rectify where possible or seek expert assistance without delay.

3.2

Monitor and implement maintenance program for hardware and software systems according to manufacturer specifications and store procedures.

3.3

Handle routine problems using appropriate problem-solving techniques and refer to relevant personnel as required.

3.4

Evaluate and resolve problems arising at point of sale according to store procedures and relevant legislation.

3.5

Provide assistance positively and actively to staff as problems arise.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

using store technology information systems

application and use of hardware and software

interpersonal communication skills to:

convey knowledge of store technology system to other staff members

refer problems to appropriate personnel

provide assistance to staff through clear and direct communication

ask questions to identify and confirm requirements

share information

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

literacy and numeracy skills in regard to processing, recording and documenting information.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to use and operation of store information technology systems, including:

use and maintenance of hardware and software systems

solutions to problems and breakdowns

operation of equipment

relevant legislation and statutory requirements, including:

consumer law

credit procedures

OHS

relevant industry codes of practice

store products and services range, including pricing structure

manufacturer specifications in regard to operation of hardware and software

software licensing specifications

problem-solving techniques

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

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

Evidence of the following is essential:

applies store policy and procedures in regard to information technology systems, including:

resolution of system faults

use and application of store credit and EFTPOS

reviewing and entering information on store system

follows requirements of relevant legislation and statutory requirements, including consumer law and credit procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

hardware and software instruction manuals

information technology system

relevant documentation, such as:

store or sample policy and procedures on management of information technology systems

legislation and statutory requirements

OHS requirements

industry codes of practice.

Methods of assessment

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

observation of performance in the workplace

a role play

third-party reports from a supervisor

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

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 in the performance criteria is detailed below.

Information technology system used may be:

centrally based

store-based

networked.

Staff members may be:

full-time, part-time or casual

under contract

people with varying degrees of language and literacy

people from a range of cultural, social and ethnic backgrounds

people with a range of responsibilities and job descriptions.

Hardware may include:

personal computers or terminals (stand-alone or networked)

scanning equipment

bar coding

point-of-sale terminals

hand-held pricing equipment.

Store policy and procedures in regard to:

information technology systems

processing sales orders.

Software may include:

word processing

databases

spreadsheets

financial

electronic data interchange (EDI).

Application and uses may include:

point-of-sale operations, including:

EFTPOS

credit cards

smart cards

loyalty cards

fly buys

online sales

credit checks for granting of credit or loans

arrangement of credit for customer via a third party

customer records

financial management

pricing, price changes

inventory control

electronic cataloguing

stock transfers and delivery

individual, department or item sales performance analysis

staff payroll (from staff log-in and log-out)

staff rosters

use of multimedia

use of internet facilities.

Information may include:

price changes (manually or electronically)

staffing information

customer details or records, including names, addresses, and consumer information or profiles

stock records

stock transfers

orders.

Back-up procedures may include:

zip disc

CD

DVD

digital tape

external hard drive

off-site data storage.

Faults may include:

hardware faults or breakdowns

software

staff abilities and training

point-of-sale (e.g. EFTPOS, credit facilities and cheque clearances)

pricing variations.

Problem-solving techniques may include:

routine procedures

manufacturer recommendations

lateral thinking

referral to:

operator or manager

specialist or expert.

Relevant personnel may include:

relevant managers

supervisor

team leader

technical specialist.

Relevant legislation may include:

consumer law

credit procedures

OHS.

Sector

Cross-Sector

Computer Operations and ICT Management

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.