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Evidence Guide: ICTCC121A - Use an enterprise information system

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

 

ICTCC121A - Use an enterprise information system

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

Locate and interpret information for a customer inquiry

  1. Log on to enterprise information system efficiently
  2. Analyse customer inquiry and plan to obtain the required information
  3. Identify sources of information within enterprise system
  4. Locate appropriate system screens efficiently
  5. Use appropriate codes to locate information
  6. Access information from other sources as necessary.
  7. Interpret information obtained to meet customer requirements
  8. Follow enterprise procedures to satisfy customer inquiry
  9. Observe legislation, codes, regulations and standards throughout transaction
Log on to enterprise information system efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse customer inquiry and plan to obtain the required information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify sources of information within enterprise system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Locate appropriate system screens efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate codes to locate information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access information from other sources as necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret information obtained to meet customer requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow enterprise procedures to satisfy customer inquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe legislation, codes, regulations and standards throughout transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record information for a customer transaction

  1. Access appropriate screen to initiate a transaction
  2. Enter all relevant information required for the transaction
  3. Enter appropriate commands to complete the transaction
  4. Information and commands are entered efficiently and accurately
  5. Check transactions for accuracy/errors before release
  6. Observe legislation, codes, regulations and standards throughout transaction
Access appropriate screen to initiate a transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enter all relevant information required for the transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enter appropriate commands to complete the transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information and commands are entered efficiently and accurately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check transactions for accuracy/errors before release

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe legislation, codes, regulations and standards throughout transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use help systems

  1. Identify sources of help for information systems problems or issues
  2. The identified source/s of help are accessed to resolve problems/issues.
Identify sources of help for information systems problems or issues

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The identified source/s of help are accessed to resolve problems/issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

Not applicable.

Range Statement

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