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Evidence Guide: BSBCCO301A - 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

 

BSBCCO301A - 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 multiple windows or interfaces to work with information effectively
  4. Manage use of information systems efficiently through use of bookmarks and other strategies
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 multiple windows or interfaces to work with information effectively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage use of information systems efficiently through use of bookmarks and other strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer information using multiple information systems

  1. Analyse customer inquiry accurately to identify information needs
  2. Identify information systems required to satisfy information needs
  3. Use information systems effectively to complete customer inquiry or transaction
  4. Record customer information accurately in information systems to complete customer inquiry 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 inquiry accurately to identify information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify information systems required to satisfy information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information systems effectively to complete customer inquiry or transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record customer information accurately in information systems to complete customer inquiry 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 following is essential:

efficient and effective navigation of systems to locate required information

accurate use of codes used to locate data

accurate entering of data onto the system

checks to ensure data is captured in accordance with established procedures

identification and analysis of errors and reporting including recommendations

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

Context of and specific resources for assessment

Assessment must ensure:

access to relevant standards and guidelines for use of systems

access to workplace information and data

access to quality assurance and system user error reports

access to troubleshooting reports and escalation reports

access to 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 on-the-job 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 requirements (security and operational).

Guidance information for assessment

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

BSBITU101A Operate a personal computer

ICAITU133A Send and retrieve information over the internet using browsers and email.

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 to build relationships with customers

information technology skills to use organisational information systems effectively and efficiently

literacy skills to accurately read, interpret and record information

numeracy skills to effectively read, validate and calculate data and information

problem-solving skills to analyse and resolve issues with information systems.

Required knowledge

computer and system troubleshooting principles

enterprise business system/s and operating platforms, relevant to role

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

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 on may include:

compliance with information technology security protocols

logging into telephone system

opening of most frequently used applications

turning on computer equipment

username and passwords to access information systems

Information systems may include:

billing systems

databases

internet

intranet

telephone systems

Customer may include:

colleague

internal or external customer of the organisation

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

Information may 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

Errors may include:

corrupt data

data in incorrect fields

inaccurate data

untimely entry of data

Stakeholders may include:

information technology department or help desk

marketing department

owners of database or system

team leader of manager

training department