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Quality Management System 600/6543/6 Specification

of 49 IQB/0.2/117 | Version 1.0 | 10/10/2012 | Author CZ

IQ Level 2 Certificate in Principles of Business and Administration (QCF)

Specification Qualification No: 600/6543/6



Contents Page

Industry Qualifications ......................................................................................................................................................... 3

Introduction ......................................................................................................................................................................... 3

About this Qualification (Description, Objectives, Aims, Purpose) ...................................................................................... 4

Structure (Credit, Rules of Combination, Guided Learning Hours) ..................................................................................... 4

Delivery ............................................................................................................................................................................... 4

Assessment ......................................................................................................................................................................... 5

Barred Units ........................................................................................................................................................................ 5

Age range and Geographical Coverage .............................................................................................................................. 5

Learner entry requirements ................................................................................................................................................. 5

Tutor requirements .............................................................................................................................................................. 5

Unit 1: Principles of personal responsibilities and working in a business environment L/601/7638 .................................... 6

Unit 1 Guidance on Delivery and Assessment .................................................................................................................. 11

Unit 2: Principles of providing administrative services R/601/7639 ................................................................................... 12


Unit 3: Principles of managing information and producing documents J/601/7640 ........................................................... 18


Unit 4: Principles of supporting change in a business environment L/601/7641 ............................................................... 22


Unit 5: Principles of supporting business events R/601/7642 ........................................................................................... 25


Unit 6: Principles of maintaining stationery stock Y/601/7643 ........................................................................................... 28


Unit 7: Principles of working in the Public Sector K/602/1535 ........................................................................................... 30


Unit 8: Principles of project management A/601/7652 ...................................................................................................... 34


Unit 9: Principles of budgets in a business environment F/601/7653 ................................................................................ 37


Unit 10: Principles of contributing to innovation and change J/601/7654 .......................................................................... 40

Unit 10 Guidance on Delivery and Assessment ................................................................................................................ 42

Unit 11: Principles of working in the Public Sector M/602/1536 ........................................................................................ 43

Unit 11 Guidance on Delivery and Assessment ................................................................................................................ 48

Resources ......................................................................................................................................................................... 49



Industry Qualifications

IQ is approved by the UK’s national regulator of qualifications Ofqual and by the Scottish regulator SQA Accreditation. It was launched in 2011 to provide users and learners with the objective of achieving the highest levels of assessment integrity, customer service and sector engagement. Uniquely, it is a membership based awarding organisation bringing together the best of UK vocational education in a not for profit environment. Further information can be found on the IQ web-site www.industryqualifications.org.uk

Introduction

This specification is intended for trainers, centres and learners. General information regarding centre approval, registration, IQR (IQ’s candidate management system), assessment papers, certification, reasonable adjustments, special consideration, appeals procedures, are available from the website. This document should be read in conjunction with the IQ QMS Centre guide available from the website. Website: www.industryqualifications.org.uk) Enquiries: 01952 457452



About this Qualification (Description, Objectives, Aims, Purpose)

The IQ Level 2 Certificate in Principles of Business and Administration (QCF) is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge and understanding of the business and administration environment. The qualification is generic, so it is suitable for individuals working or intending to work in a variety of business administrative roles. In the mandatory units, all learners will cover the essentials of personal responsibilities, providing administrative services, managing information and producing documents. There are a range of optional units allowing learners scope to choose those areas most relevant to them, including supporting innovation and change, business events, stationery stock, the public sector, project management and budgets. Objectives of the qualification include preparing learners to progress to a qualification in the same subject area but at a higher level or requiring more specific knowledge, skills and understanding, meeting relevant programmes of learning, preparing learners for employment and supporting a role in the workplace. This qualification is the knowledge component of the Intermediate Apprenticeship in Business & Administration. Structure (Credit, Rules of Combination, Guided Learning Hours) To achieve the IQ Level 2 Certificate in Principles of Business and Administration learners must complete a minimum of 13 credits, 11 credits from the Mandatory Group and a minimum of 2 credits from the Optional Group.

Unit Level Credit Guided Learning Hours

Mandatory Group

1 Principles of personal responsibilities and working in a business environment

2 4 32

2 Principles of providing administrative services 2 4 32

3 Principles of managing information and producing documents

2 3 24

Optional Group

4 Principles of supporting change in a business environment

2 1 8

5 Principles of supporting business events 2 1 8

6 Principles of maintaining stationery stock 2 1 8

7 Principles of working in the Public Sector 2 5 40

8 Principles of project management 3 2 16

9 Principles of budgets in a business environment 3 2 16

10 Principles of contributing to innovation and change 3 2 16

11 Principles of working in the Public Sector 3 7 56

Delivery Guided learning hours are 104-144. It is the responsibility of training centres to decide the appropriate course duration, based on their learners’ ability and level of existing knowledge. It is possible, therefore, that the number of Guided Learning Hours can vary from one training centre to another according to learners' needs. Guided learning hours are all times when a member of provider staff is present to give specific guidance towards the learning aim being studied on the programme. This definition includes lectures, tutorials, and supervised study. It does not include hours where supervision or assistance is of a general nature and is not specific to the study of the learners.



Assessment All units in this qualification are assessed by portfolio (internally set and marked and quality assured by IQ). An Achievement Record for this qualification which includes the forms necessary to map and claim knowledge and competence is available to download from the IQ website/ on request. All assessment criteria of the selected units must be met and mapped and the location of the evidence must be indicated in the achievement record. This qualification is not graded, successful learners achieve a pass. Barred Units A number of optional units within this qualification are barred. Barred units exist to allow learners greater choice in how to meet the required number of credits to achieve a qualification. However, because barred units feature a significant overlap of content, learners are not allowed to take two units which are barred together. The following table displays all of the optional barred units that can be taken with this qualification; only one unit from each pair can count towards the learner’s achieved credits.

Target Unit Barred against

Principles of working in the Public Sector (K/602/1535) Principles of working in the Public Sector (M/602/1536)

Principles of supporting change in a business environment (L/601/7641)

Principles of contributing to innovation and change (J/601/7654)

Age range and Geographical Coverage This qualification is approved for learners 14 plus in England, Wales and Northern Ireland. Learner entry requirements There are no formal entry requirements. However, learners should be able to work at level 1 or above and be proficient in the use of English Language. Progression Learners who achieve this qualification can progress to the Level 2 NVQ Certificate in Business and Administration, which forms the competence component of the apprenticeship. They can also progress to a variety of qualifications in other areas or at higher levels including: Level 3 Certificate in Principles of Business and Administration (QCF) Level 3 NVQ Diploma in Business and Administration (QCF) Level 2 Certificate in Contact Centre Operations (QCF) Tutor requirements

All trainers delivering this qualification must be sector competent and possess relevant knowledge up to at least the level

of this qualification.

Centre Requirements

Centres must be approved by IQ in order to offer this qualification.



Unit 1: Principles of personal responsibilities and working in a business environment L/601/7638

Guided Learning Hours: Unit Level: Unit Credit:

32 2 4

Unit grid: Learning outcomes/Assessment Criteria/Content

Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents:

1. Know the employment rights and responsibilities of the employee and employer

1.1 Identify the main points of contracts of employment Main points of contract of employment: Covering: pay, working hours/ days, holiday, probation, notice period, sickness/ absence; form of contract: verbal/ written, permanent/ temporary etc.

1.2 Identify the main points of legislation affecting employers and employees

Main points of legislation affecting employers/ employees: Equality Act 2010, Working Time Regulations 2007, Equal Pay Act 1970, National Minimum Wage Act 1998, Working Time Directive; covering pay, holidays, sickness, maternity, redundancy and discrimination on the grounds of race, gender, sexuality etc.

1.3 Identify where to find information on employment rights and responsibilities both internally and externally

Finding information on employment rights/ responsibilities: Internally: Human Resources, line managers, policies and procedures of organisation, terms of employment contract, handbooks, information posters, trade unions etc. Externally: Government agencies, the Department for Business, Innovation and Skills (BIS), National Archives website (for all UK legislation), the Advisory, Conciliation and Arbitration Service (ACAS), the Citizens Advice Bureau (CAB), the Work Foundation etc.

1.4 Describe how representative bodies can support the employee

How representative bodies can support the employee: Including: associations, trade unions etc.: covering: negotiating terms of employment, provision of legal services, tackling misconduct/ bullying etc.



1.5 Identify employer and employee responsibilities for equality and diversity in a business environment

Employer/ employee responsibilities for equality and diversity: Employer: Applying policies and procedures reflecting latest legislation; Equality Act 2010. Employee: Adhering to policies and procedures; respecting others regardless of disabilities, ethnicity, gender, sexuality etc.; cultural awareness; developing working relationships.

1.6 Explain the benefits of making sure equality and diversity procedures are followed in a business environment

Benefits of making sure equality/ diversity procedures are followed: Stronger working relationships, happier workforce, increased productivity, varied ideas/ talents appreciated within organisation, more openness/ mutual respect with business partners/ customers of differing backgrounds, greater market share.

2. Understand the purpose of health, safety and security procedures in a business environment

2.1 Identify employer and employee responsibilities for health, safety and security in a business environment

Responsibilities for health, safety and security: Employer: Adhering to regulations and incorporating them into the policies and procedures of the organisation, risk assessments, provision of personal protective equipment, ensuring emergency procedures are practical and understood, staff are appropriately trained, safety/ security positions appointed, machinery safe to use and procedures followed etc. Employee: Taking reasonable steps to ensure own safety and that of colleagues, following the advice/ instructions of appointed safety officers/ managers etc., reporting accidents, dangerous incidents and hazards, using equipment safely in accordance with training etc.

2.2 Explain the purpose of following health, safety and security procedures in a business environment

Purpose of following health, safety and security procedures: Ensuring the organisation is complying with legislation including: Health and Safety at Work Act 1974, Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995, the Control of Substances Hazardous to Health Regulations 2002, the Data Protection Act 1998 etc.; implications of not following including: accidents, loss of business/ reputation, fines, prosecutions etc.; covering: ensuring data is stored securely, the safety/ welfare of people and property, meeting the requirements of own job description/ contract of employment.

2.3 Identify ways of maintaining a safe and secure environment in a business environment

Ways of maintaining a safe/ secure environment in business: Adhering to policies and procedures of organisation and legal requirements; covering:



passwords, locks, data protection, identification checks, personal conduct etc.

3. Understand how to communicate effectively with others

3.1 Describe different methods of communication Methods of communication: Verbal: one-on-one meetings, group discussions, telephone, videoconferencing etc.; non-verbal: email, written reports, letters, posters/ instructions; body language, facial expressions; communication can be formal or informal.

3.2 Explain how to choose the most appropriate method of communicating with others

Choosing the most appropriate method of communication: Including: level of authority of the person, visual impairments, ease of access to computers, preferences of the individual, degree of urgency, appropriateness to length of message/ level of detail etc.

3.3 Describe ways of actively listening Ways of actively listening: Including: positive body language/ facial expression (smiling, nodding, using arms, open posture etc.), repeating information in acknowledgement, asking questions; avoiding: making assumptions, distractions and interruptions.

4. Understand how to work with and support colleagues

4.1 Explain the purpose of agreeing standards for own work with others

Purpose of agreeing standards for own work with others: Ensuring levels of service/ organisation standards are maintained, targets are met, customers/ clients are treated consistently, employees are more aware of details of own role (so mutual support is more readily available), own limits of authority/ role are understood etc.

4.2 Explain the purpose of taking on new challenges and adapting to change

Purpose of taking on new challenges/ adapting to change: Personal/ business development, being more competitive, variation stimulates interest/ productivity, coping with changes in sector, being able to deal with the unexpected (customer complaints, technical difficulties, new opportunities), job security etc.

4.3 Explain the purpose of treating others with honesty and consideration

Purpose of treating others with honesty/ consideration: Creating an open environment, receiving reciprocal behaviour, improving productivity, acknowledging gaps in knowledge allows others to help etc.; including: peers, managers, customers, visitors etc.

5. Know how to plan own work and be accountable to others

5.1 Explain the purpose of meeting work standards and deadlines when completing tasks

Purpose of meeting work standards/ deadlines when completing tasks: Improving: productivity, working relationships, consistency, organisation reputation, market share, employee confidence, career advancement; reducing: micro-management, confusion, customer/ client complaints etc.



5.2 Identify ways of planning own work Ways of planning own work: Updating: charts, calendars, diaries, personal targets, lists (electronic/ paper-based); including: prioritisation, methods, co-ordination with others, deadlines set by others, externally set/ regulatory requirements and contingencies.

5.3 Compare ways of keeping other people informed about progress

Ways of keeping people informed of progress: Including: formally/ informally, verbally/ indirectly etc.; covering: written reports, group meetings, one-on-one discussions, phone calls, conference calls, virtual environments, emails, charts, memos, lists etc.

6. Understand the purpose of improving own performance in a business environment and how to do so

6.1 Explain the purpose of continuously improving own performance in a business environment

Purpose of continuously improving own performance: To improve: standards, customer/ client satisfaction, sense of personal achievement, skills set, job security/ career advancement, productivity and market share.

6.2 Describe ways of improving own performance in a business environment

Ways to improve own performance: Self-assessing performance, seeking feedback (from managers, colleagues, customers etc.), personal study (internet, external sources, human resources etc.) continuous professional development, attending training sessions, shadowing experienced colleagues, creating personal development plans and using all available training resources.

6.3 Identify different types of career pathways that are available

Types of career pathways that are available: Within company/ external opportunities, further education or training courses providing access to new positions; including: administration, management, marketing, customer service, secretarial, human resources, accounting, purchasing, IT/ technical support, reception, personal assistant etc.

7. Understand the types of problems that may occur in a business environment and how to deal with them

7.1 Identify the types of problems that may occur in a business environment

Types of problem that may arise in a business environment: E.g. health and safety, security, conflicts of interest; inadequate amount of staff, time, training, money or resources; lack of leadership, unclear objectives/ procedures, duplication of work, deadlines, distractions; failure of equipment, IT systems and data loss; personal issues, personality clashes, conflict, staff distractions etc.

7.2 Explain ways of dealing with problems that may occur in a business environment

Ways of dealing with problems that may occur in a business environment: Clarifying the problem, identifying possible solutions, implementing solutions in accordance with training, using initiative, reprioritising tasks and deferring to others if beyond own authority/ expertise.



7.3 Explain how and when to refer problems to relevant colleagues

Referring problems to relevant colleagues: When: problems are unsolvable, require additional expertise or exceed own authority; how: identifying relevant person to refer to (colleague, supervisor, manager), in writing, urgently/ within a timescale, observing legal requirements and policies and procedures of organisation.



Unit 1 Guidance on Delivery and Assessment

Delivery This unit is about understanding employment rights; health, safety and security; how to work with others and how to manage and improve own work in a business environment. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:

• Question and answer test

• Multiple choice questions

• Question and answer verbal (ensure records are kept)

• Essay

• Other Links This unit is based upon the NOS for Business & Administration.



Unit 2: Principles of providing administrative services R/601/7639


32 2 4



1. Understand how to make and receive telephone calls

1.1 Describe the different features of telephone systems and how to use them

Features of telephone systems and how to use them: Covering: switchboards, extension numbers, speed dials, mobiles/ landlines, transfers, automatic services, conference calls, virtual meetings, call holding, answer phones, logs etc.

1.2 Describe how to follow organisational procedures when making and receiving telephone calls

Following organisational procedures when making/ receiving telephone calls: Including: standard phrases, remaining polite, identifying the caller’s identity and purpose of call, not divulging confidential information; muting, transferring, taking messages/ offering apologies for unavailable colleagues; calling correct branches, departments and personal extension numbers of other organisations, having purpose of call/ key questions to hand before making call etc.

1.3 Explain the purpose of giving a positive image of self and own organisation

Purpose of giving positive image of self/ own organisation: To stimulate interest, reciprocal viewpoints and relationship-building; improving customer satisfaction, retention and acquisition; greater market share, productivity, long-term prospects and profit margins.

2. Understand how to handle mail 2.1 Explain the purpose of correctly receiving, checking and sorting incoming and outgoing mail or packages

Purpose of correctly receiving, checking, sorting of mail/ packages: Saving time, reducing costs, ensuring items reach the correct recipients on time, preventing breaches of confidentiality, prioritising, recording damage, maintaining employee/ client satisfaction etc.

2.2 Identify different internal and external mail services available to organisations

Different mail services available to organisations including: Internal: Memos, message boards, email, transfers, permissions, routing slips, internal envelopes etc. External: Tracking, courier services, recorded/ special deliveries, Royal Mail/ delivery companies etc.



2.3 Describe the methods of calculating postage charges for mail or packages

Methods of calculating postage charges for mail/ packages: Use of franking machines, service providers information, scales, stamps, calculations etc.; covering weight, distance (national/ overseas), size, class, insurance, recorded delivery, packaging, wrapping, protection etc.

3. Understand how to use different types of office equipment

3.1 Identify different types of equipment and their uses Types of equipment and their uses: Covering: electronic equipment (computers, calculators, printers, scanners, photocopiers, fax machines, telephones, laminators, shredders, bespoke hardware), manual equipment (guillotines, stationery); uses: communication, waste disposal/ data destruction, presentation, record-keeping, copying etc.

3.2 Explain the purpose of following manufacturer’s instructions when using equipment

Purpose of following manufacturer’s instructions when using equipment: Reducing likelihood of damage, preventing loss of warranty if damage occurs, increasing lifetime of equipment, maintaining efficiency, ensuring safety, reducing waste, building strong customer reputation, knowing who to report faults to (as stated in the instructions) etc.

3.3 Explain the purpose of keeping equipment clean, hygienic and ready for the next user

Purpose of keeping equipment clean, hygienic and ready for next user: To receive reciprocal behaviour, strengthening relationships, saving time of others, improving the work environment and increasing productivity.

4. Understand how to keep waste to a minimum in a business environment

4.1 Explain why waste should be kept to a minimum in a business environment

Why waste should be kept to a minimum in a business environment: Including: paper, electricity, ink, stationery; reasons: to observe legal requirements, policies and procedures of organisation, maintain reputation with customers, reduce costs and environmental damage, improve efficiency, create additional office space and keep the work area safe.

4.2 Identify the main causes of waste that may occur in a business environment

Main causes of waste in a business environment: Inadequate training, time constraints, distractions, indifference, limited knowledge and uncontrolled use/ ordering of stock.

4.3 Identify ways of keeping waste to a minimum in a business environment

Keeping waste to a minimum: E.g. printing double-sided, in black-and -white and draft quality if possible; turning off lights, using natural light if available; preference for emails over letters; recycling paper/ folders; reuse of resources; training staff; limiting/ regulating stock budget and orders; following manufacturer’s procedures and best practice etc.



5. Know how to make arrangements for meetings

5.1 Identify different types of meetings and their main features

Types of meetings and main features: Formal/ informal, scheduled/ unplanned, one-on-one/ in group; including: appraisals, agreeing actions, follow-ups, disseminating information, note-taking, chairing, presentations, discussion points, agendas, reviewing previous minutes, taking breaks etc.

5.2 Identify the sources and types of information needed to arrange a meeting

Sources/ types of information to arrange a meeting: Purpose, aims, agenda, attendees, venue, date, time, catering, power points, projectors, furniture, charts, name cards and hand-outs.

5.3 Describe how to arrange meetings How to arrange meetings: Booking the venue, inviting attendees, estimating costs, confirming who can attend, ensuring adequate access, parking facilities and fire drill procedures, checking dietary requirements, circulating agendas, requesting additional discussion points, providing directions, transport links and recommending accommodation in the area, printing off correct quantity of hand-outs etc.

6. Understand procedures for organising travel and accommodation arrangements

6.1 Explain the purpose of confirming instructions and requirements for business travel and accommodation

Purpose of confirming instructions/ requirements for business travel and accommodation: Convenience of attendees, keeping costs under control and ensuring punctual arrival.

6.2 Outline the main types of business travel or accommodation arrangements that may need to be made and the procedures to follow

Types of business travel/ accommodation arrangements to be made and procedures to follow: Including: booking transport/ venues, collecting tickets, checking parking facilities, availability of travel information, ensuring flexibility/ contingencies; unique requirements for transport (public/ private, driving/ flying, international, accessibility etc.) and venue (owned by own organisation, rented rooms, hotels etc.).

6.3 Explain the purpose of keeping records of business travel or accommodation arrangements

Purpose of keeping records of business travel/ accommodation arrangements: For ease when making future arrangements, to monitor quality/ costs and be aware of where staff are going; covering: used tickets, confirmations, booking records and receipts.

7. Understand diary management procedures

7.1 Explain the purpose of using a diary system to plan activities

Purpose of using a diary system to plan activities: Including: hard copies/ online systems; purpose: ease of updating, co-ordinating with colleagues, avoiding clashes, selecting venues/ virtual meetings etc.

7.2 Identify the information needed to maintain a diary system

Information needed to maintain a diary system: Planned events, changes, alternatives, cancellations; including: dates, times, durations, locations, attendees, priorities, clashing commitments, confidentiality etc.



8. Understand the purpose of delivering effective customer service and how to do so

8.1 Contrast the differences between internal and external customers in a business environment

Internal customers: Other departments/ branches in own organisation, managers, supervisors, co-workers and subordinates. External customers: The public, different companies, regular/ potential clients. Differences: Level of formality, expectations, familiarity, methods of communication etc.

8.2 Explain why customer service should meet or exceed customer expectations

Why customer service should meet/ exceed expectations: To allow for higher quality of service than competitors, improves reputation, strengthens customer retention, encourages wider range of purchasing from existing customers and new customers to join, reduces waste of time/ resources on complaints, increases turnover etc.

8.3 Identify the purpose and ways of building positive relationships with customers

Purpose and ways of building positive relationships with customers: Including: consistent approach, active listening, friendly body language, making customers feel valued, responding to requests promptly, using initiative, volunteering information/ support, offering choice, asking questions to help identify customer needs, taking complaints seriously and following policies and procedures of organisation; positive impact upon: volume of sales, competitiveness, turnover.

8.4 Identify how customers demonstrate their own needs and expectations

How customers demonstrate their own needs/ expectations: Directly through the questions they ask and body language, via questionnaires, comment forms, recommendations, online forums, word-of-mouth etc.

9. Understand the purpose of reception services and how to follow reception procedures

9.1 Describe the purpose of the receptionist role as the first point of contact between the public / client and an organisation

Purpose of the receptionist role as the first point of contact: Giving a positive first impression, greeting visitors, clarifying who they are and their needs, disseminating information, accessing databases, answering queries, resolving/ recording complaints and providing channels of communication.

9.2 Explain how to present a positive image of self and the organisation and the purpose of doing so

Presenting a positive image of self/ organisation and the purpose of doing so: Including: appearance, body language, tidiness of customer-facing area, being empathetic and welcoming, responding to queries promptly, passing on messages to correct people, avoiding talking of organisation in a negative way etc.



9.3 Explain how to carry out entry, departure, security and confidentiality procedures in a reception area

Carrying out entry, departure, security and confidentiality procedures in reception area: Including: policies and procedures of organisation, locking up, switching on/off alarms and lights, getting visitors to sign in, issuing identification badges and escorting them, making transport arrangements, defusing disagreements, maintaining confidentiality and data destruction, keeping computer screens/ work areas off limits and placing warning signs for faults/ hazards etc.




Delivery This unit is about the knowledge and understanding needed to complete core administrative tasks in a business environment, including using office equipment, handling mail, using telephone equipment, minimising waste, providing reception services and effective customer service. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 3: Principles of managing information and producing documents J/601/7640


24 2 3



1. Understand the purpose of information technology in a business environment

1.1 Identify different types of information technology that may be used for work tasks

Types of information technology: Hardware: computers, telecommunications systems, printers and bespoke hardware; software: Spreadsheets, Word, PowerPoint, social media, websites, databases, accounting, email, calendars and bespoke software.

1.2 Outline the benefits of using information technology for work tasks

Benefits of using information technology for work tasks: Including: reduced time scales, automated tasks are less labour intensive, greater compatibility with other organisations/ departments, reductions in cost/ paper waste, standardisation allows for professional image, greater geographical reach of business, information more readily available/ easier to archive, Spreadsheets provide accurate calculations etc.

2. Understand how to manage electronic and paper based information

2.1 Explain the purpose of agreeing objectives and deadlines for researching information

Purpose of agreeing objectives/ deadlines for researching information: Streamlining work of the team, colleagues can co-ordinate, saving time, reducing errors/ duplication and ensuring useful information is recorded.

2.2 Identify different ways of researching, organising and reporting information

Researching: Internet, databases, surveys, articles, conversations and phone, consulting experts etc. Organising: Ordering in importance, chronologically, alphabetically; ease of access, professional presentation, in accordance with policies and procedures of organisation. Reporting information: Electronic/ written reports, summaries, PowerPoint presentations, hand-outs, databases.



2.3 Describe procedures to be followed for archiving, retrieving and deleting information, including legal requirements, if required

Procedures to be followed for archiving, retrieving and deleting information: Observing policies and procedures of organisation and legal requirements; covering: restricted access/ specific reasons for retrieval, time scales for holding information, method of storage, cataloguing, back-up copies etc.

2.4 Explain why confidentiality is critical when managing information

Why confidentiality is critical when managing information: Observing requirements of the Data Protection Act (1998) and policies and procedures of organisation; to prevent unauthorised disclosure of personal information.

3. Understand the purpose of producing documents that are fit-for-purpose

3.1 Identify reasons for producing documents that are fit-for-purpose

Reasons for producing documents that are fit-for-purpose: Strengthens reputation/ relationships with clients, reduces complaints and time spent correcting mistakes.

3.2 Describe different types and styles of documents and when they are used

Types/ styles of documents and when they are used: Including: reports, letters, minutes, contracts, invoices, guidelines, policies and procedures etc.; used for standardising practices, circulating information internally/ externally to organisation, reaching agreements etc.

4. Know the procedures to be followed when producing documents

4.1 Identify reasons for agreeing the purpose, content, layout, quality standards and deadlines for the production of documents

Reasons for agreeing purpose, content, layout, quality standards and deadlines for production of documents: So they are intelligible, meet regulatory requirements, reach recipients on time, include correct and complete information etc.

4.2 Describe ways of checking finished documents for accuracy and correctness, and the purpose of doing so

Ways of checking finished documents for accuracy/ correctness and purpose of doing so: Including: standardisation, formatting, automatic spell-checking, manual proof reading, visual checks and test runs for suitability of instructions/ manuals.

4.3 Explain the purpose of confidentiality and data protection procedures when preparing documents

Purpose of confidentiality/ data protection procedures when preparing documents: Observing the Data Protection Act (1998) and policies and procedures of organisation; covering: secure storage of documents, nature of information included, who should have access; repercussions of not adhering to procedures: loss of personal data, damage to business, prosecution etc.



4.4 Compare different types of documents that may be produced from notes and the formats to be followed

Types of documents that may be produced from notes and formats to be followed: Formal/ informal, external/ internal, handwritten/ electronic; covering: templates, layout, font, language, addresses, imagery, contents pages etc.

4.5 Explain the procedures to be followed when preparing text from notes

Procedures to follow when preparing text from notes: Including: clarity, intelligibility, layout, removing errors/ duplication, formatting, deadlines who preparing text, accessibility and safe storage etc.




Delivery This unit is about the knowledge needed to manage information and produce documents, including, organising and researching information, and producing and storing documents. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 4: Principles of supporting change in a business environment L/601/7641


8 2 1



1. Understand why change happens in a business environment

1.1 Explain reasons for change in a business environment Reasons for change in a business environment: Including: legislation (environmental, industrial relations etc.), sector restructuring, mergers, economic growth/ decline, customer trends/ perceptions, technological innovation, relocation, management (new objectives, personalities etc.), expansion/ reduction of product range, media reports, new competitors, overseas markets etc.

2. Understand the purpose of supporting change in a business environment

2.1 Identify reasons for reviewing working methods, products or services

Reasons for reviewing working methods, products or services: To adapt to changes listed in assessment criteria 1.1; to allow for constant improvements, checking for consistent standards, ensuring methods are up-to-date, relevant and fit-for-purpose, meeting requirements of clients/ customers etc.

2.2 Describe types of support that people may need during change

Types of support people need during change: Guidance, further training, mentoring, feedback, reassurance and financial/ logistical assistance.

2.3 Explain the benefits of working with others during change Benefits of working with others during change: Keeping up-to-date, co-ordinating activities, maintaining a friendly working environment, delegating workload appropriately, providing motivation, sharing techniques and knowledge.

3. Understand how to respond to change in a business environment

3.1 Explain the purpose of responding positively to changes in working methods, products or services

Purpose of responding positively to changes in working methods, products or services: To motivate self and others, ensure the changes cause the minimal amount of disruption and because changes will always occur.



3.2 Identify ways of responding positively to change Ways of responding positively to change: Viewing change as a learning opportunity, accepting and adapting to changes, solving associated difficulties, being open to new ideas, making further suggestions for change etc.




Delivery This unit is about the reasons for change in working methods, products or services in a business environment and the knowledge and understanding needed to support change in a positive way. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 5: Principles of supporting business events R/601/7642


8 2 1



1. Understand how to support the organisation of a business event

1.1 Describe the range of support activities that may be required when organising a business event

Support activities that may be required when organising a business event: Preparing hand-outs/ documentation, sending invitations, chasing up RSVPs, booking venues, planning timetables and agendas and allocating responsibilities; event including: trade fairs, management/ team meetings, forums, receptions, lectures etc.

1.2 Identify ways of providing support before, during and after a business event

Ways of providing support for business events: Before: Circulating agendas and invitations, preparing equipment/ resources, advertising the event, booking venues/ catering and clarifying requirements of delegates. During: Welcoming arrivals, minute taking, handing out resources/ spares, directing delegates to correct rooms/ facilities, registering arrivals, serving refreshments, providing name badges and notifying delegates of health and safety/ evacuation procedures. After: Booking taxis for delegates, tidying/ cleaning, returning equipment/ resources, seeking feedback (verbal/ questionnaires), typing up notes and circulating outcomes/ follow-up actions.

2. Understand the purpose of displaying professional and helpful behaviour whilst supporting a business event and how to do so

2.1 Explain the purpose of displaying professional and helpful behaviour when supporting a business event

Purpose of displaying professional/ helpful behaviour when supporting a business event: Strengthening reputation of organisation, encouraging positive outcome of event, return of those invited and further business.

2.2 Describe ways of exhibiting professional and helpful behaviour whilst supporting a business event

Ways of exhibiting professional/ helpful behaviour whilst supporting a business event: Including: dress code, greeting visitors, answering questions, offering advice/ directions to rooms, providing spare documents, friendly body language and deferring major issues to senior colleagues.



3. Understand how to deal with problems encountered when supporting a business event

3.1 Identify the types of problems that may occur when supporting a business event

Problems that may occur when supporting a business event including: Delegates: lateness, failure to turn up/ turning up unexpected, complaints, special requirements; facilities: equipment faults, double-booked venues, shortages of refreshments; colleagues: attendance, disagreements over how to provide support etc.

3.2 Identify ways of dealing with problems when supporting a business event

Dealing with problems when supporting a business event: Including those in assessment criteria 3.1; covering: ensuring equipment works in advance, managers/ organisers are readily contactable if urgent, using venue facilities to prepare extra documents, contacting latecomers etc.




Delivery This unit is about the ways in which event support can be provided and the types of problems that may occur when organising a business event. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 6: Principles of maintaining stationery stock Y/601/7643


8 2 1



1. Understand why stationery stock needs to be available

1.1 Explain the purpose of making sure stationery stock is maintained and controlled

Purpose of making sure stationery stock is maintained/ controlled: Reducing costs, avoiding unnecessary delays to projects, monitoring against theft/ damage, removing obsolete stock, ensuring procedures and health and safety requirements are observed.

1.2 Describe factors that may affect the future level of demand for stationery stock

Factors that may affect future level of demand for stationery stock: Staff turnover, new technologies, procedures, products and branding, changing customer demands and legislation.

1.3 Explain the purpose of making sure value for money is obtained when ordering stock

Purpose of making sure value for money is obtained when ordering stock: Saving money, buying for best quality/ quantity possible, selecting stock which is sturdy, long-lasting and reliable, utilizing existing resources, being more competitive etc.

2. Understand how to maintain stationery stock levels

2.1 Describe how to order, receive, store and dispose of stationery items

Ordering, receiving, storing and disposing of stationery items: Including: quantities, approved suppliers, contacts, budget limitations, timescales, re-order levels, maximum levels, delivery addresses, prices, delivery notes, invoices, damage/ incorrect items, returns, access for staff, safe storage, handling procedures, labels, lines of authority, data protection when disposing of information, recycling, up-dating inventory lists to meet new requirements of staff etc.

2.2 Explain how to carry out a stock-take of stationery stock items

How to carry out stock-take of stationery stock items: Including: manual/ automatic checks, up-dating lists, clarifying reasons for requiring new stock, protection against theft/ damage, limiting/ expanding flexibility on new purchases, checking against inventories, ensuring accuracy etc.




Delivery This unit provides learners with an understanding of how to maintain stationery stock. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 7: Principles of working in the Public Sector K/602/1535


40 2 5



1. Know the features of the public sector 1.1 Identify the types of organisations that operate within the public sector

Types of organisations operating within public sector: State-owned companies, government departments, the Civil Service, regulatory bodies, councils, emergency/ uniformed services, Inland Revenue etc.

1.2 Identify the main differences between types of organisations that operate within the public sector

Differences between types of organisation within public sector: Including: geographical reach, scale, lines of authority, sources of funding etc.

1.3 Describe the aims of a chosen public sector organisation and the wider objectives of the public sector

Aims of a public sector organisation and wider objectives of the public sector: Profit motives, public service, social/ environmental goals, implementing government policies, protecting the vulnerable, etc.

1.4 Identify how local and central government work together to provide public services

How local/ central government work together to provide public services: Including: law enforcement, transportation, health and social care, schooling, conservation etc.

1.5 State the major differences between the public, private and not-for profit sectors

Differences between public, private and not-for-profit sectors: Including: funding sources, profit motives, social/ environmental goals, status (charitable/ registered business), voluntary/ paid workforce, community-organised etc.

1.6 Identify the key areas of legislation relating to a chosen public sector organisation

Key areas of legislation relating to chosen public sector organisation: The National Archives website lists all UK legislation; including: the Human Rights Act 1998, Equality Act 2010, Data Protection Act 1998, Working Time Directive, Health and Safety at Work Act 1974 etc.

2. Understand how the public sector is structured

2.1 Describe the organisational structure of a chosen public sector organisation

Organisational structure of chosen public sector organisation: Levels: national, regional, local; governance: central, devolved, indirect; personnel: uniformed services, customer face/ back office, legal teams etc.



2.2 Explain how a chosen public sector organisation fits into the overall public sector

How public sector organisation fits into overall public sector: Including: complimentary roles/ services, co-ordination of different emergency services, relationship between education and health and social care, potential conflicts of interest between different organisations, overlapping responsibilities etc.

3. Understand the role of the public sector in providing services and how individual roles contribute to service provision

3.1 Identify different types of customer for a public sector organisation

Different types of customer for a public sector organisation: Internal/ external customers; general public including: patients, the elderly, minority groups, children etc.

3.2 Explain why it is important to understand the needs of a public sector organisation’s customers

Importance of understanding the needs of public sector organisation’s customers: Meeting targets, justifying public expenditure and providing educational, welfare, health and emergency services etc.; negative consequences of not understanding needs: delayed/ incorrect medical treatment, poor advice at citizen’s advice bureau, loss of life/ harm in emergency situations etc.

3.3 Describe how public service provision can adapt to changes in customer needs and type

How public service provision can adapt to changes in customer needs/ type: Seeking feedback from customers (questionnaires, surveys, informal discussions, consultation groups), monitoring customer trends in the use of services/ products, launching advertising campaigns etc.

3.4 Explain the purpose of ensuring equality and diversity is reflected when providing public services

Purpose of ensuring equality/ diversity is reflected when providing public services: Meeting regulatory requirements of the Equality Act 2010, observing policies, procedures and ethos of organisation, ensuring a positive working environment and the return of customers.

3.5 Explain how individuals contribute to the work of their organisation and the wider public sector

How individuals contribute to the work of their organisation/ wider public sector: Providing value for money services to groups/ individuals, being consistent, objective and discretionary, observing legal requirements and policies and procedures of the organisation.

4. Understand finances in the public sector 4.1 Identify where money to pay for public services comes from

Where money to pay for public services comes from: Including: taxes, grants, public donations, entry/ user fees; funding levels: local government, central government or European Union.

4.2 Identify how a chosen public sector organisation is financed

How a chosen public sector organisation is financed: With reference to the potential sources as stated in assessment criteria 4.1.



4.3 Explain why it is important not to waste money and resources in the public sector

Importance of not wasting money/ resources in the public sector: Including: efficiency, following government policies, public accountability/ perceptions and because other areas in the public sector could benefit from those resources wasted elsewhere.

4.4 Explain why prioritisation of public service provision must take place when resources are limited

Why prioritisation of public service provision must take place when resources are limited: Including: ensuring front-line services are protected as far as possible, vulnerable individuals are not at risk of neglect/ danger and that service providers are accountable.

5. Understand how public sector organisations work together and with other organisations

5.1 Explain the benefits of working with other organisations within and outside the public sector

Benefits of working with other organisations within/ outside the public sector: Including: drawing upon a wider range of expertise/ experience, reducing costs, sharing workloads and limiting duplication of services.

5.2 Identify organisations that a public sector organisation works with to provide public services

Organisations that a public sector organisation works with to provide public services: Covering: other public sector organisations, private contractors and third sector organisations.

5.3 Explain how a public sector organisation works with other public and non-public sector organisations

How a public sector organisation works with other public/ non-public sector organisations: Partnerships, profit-sharing agreements, sub-contracting work, sharing of resources/ facilities etc.

6. Understand how performance is monitored and measured in the public sector and the purpose of doing so

6.1 Explain why performance is monitored and measured in the public sector

Why performance is monitored/ measured in the public sector: Auditing purposes, ensuring policies/ targets are met, quality control, efficiency etc.

6.2 Outline how the performance of a chosen public sector organisation or department can be measured

How performance of chosen public sector organisation/ department can be measured: Financial turnover, time scales, retention/ expansion of customer/ service user numbers and ensuring targets defined in contracts are met.

6.3 Explain how individual performance is monitored within a public sector organisation

How individual performance is monitored within a public sector organisation: Meeting requirements of specific job role, feedback from other team members etc.




Delivery The unit provides learners with the knowledge and understanding needed to operate in a public sector environment, covering the aims, role, finances, monitoring and working mechanisms of the public sector and service delivery. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 8: Principles of project management A/601/7652


16 3 2



1. Know the difference between routine work and taking part in a project

1.1 Describe the difference between routine work and taking part in a project

Difference between routine work and taking part in project: Routine work: Predictable, permanent, repetitive, well-established, mapped to clearly defined procedures/ training, familiar to other staff and is linked to the provision of normal products/ services. Project work: Unpredictable, temporary, varied, based upon clear deadlines and objectives, can be beyond the confines of routine procedures/ training, specific to certain individuals/ teams and related to bespoke products/ services required on one occasion.

2. Understand how to prepare for and plan a project

2.1 Explain why it is important to agree the purpose, scope, timescale, resource requirements, budget, aims and objectives of a project

Importance of agreeing purpose, scope, timescale, resource requirements, budgets, aims and objectives of a project: To meet the requirements/ expectations of project organisers, proposers, customer and clients; early planning, contacting relevant departments/ suppliers in advance; setting SMART objectives (specific, measurable, achievable, realistic and time bound); reducing likelihood of later disagreements with stakeholders etc.

2.2 Describe how to identify and plan for project issues and risks in an area of work

Identifying/ planning for project issues and risks in an area of work: Having contingency plans, setting aside resources/ budgets, listing potential risks and ensuring safeguards in place, learning from issues effecting previous projects, consulting team members for ideas, keeping to/ ahead of deadlines, using appropriate staff trained for specific functions, using project management tools; issues/ risks could include: activities taking longer than planned, faulty/ unavailable equipment, double-booked venues, human/ mechanical error, withdrawn budgets etc.



3. Understand how to monitor a project 3.1 Identify methods that can be used to monitor the progress of a project

Methods that can be used to monitor progress of a project: Listing/ scheduling goals to track against, conducting regular review meetings, using computerised project management software, completing Gantt charts, setting benchmarks based upon concurrent/ previous projects, and encouraging open environment to discuss concerns/ suggestions promptly.

3.2 Explain the purpose of reporting progress during a project

Purpose of reporting progress during a project: Checking deadlines can be met/ need revising, warning others of problems, making adjustments to activities, assisting with future plans, etc.

3.3 Explain the purpose of meeting agreed targets within a project

Purpose of meeting agreed targets within a project: To not let down other team members, keep the working environment positive and productive, prevent negative impact upon the other activities in the project, maintain customer/ client satisfaction etc.

4. Understand the purpose of evaluating a project and ways of doing so

4.1 Explain the purpose of evaluating a project Purpose of evaluating a project: Ensuring: objectives were met, activities were within budget limits, successes/ mistakes can be learned from, working relationships can be strengthened and potential new projects and their requirements can be identified.

4.2 Identify ways of evaluating a project Ways of evaluating a project: External feedback (customers, clients, inspectors, consultants), staff evaluation meetings, mapping specific achievements to objectives, quality control, financial reports for checking project was within budget etc.




Delivery This unit is about the background knowledge and understanding needed to take part in or run a project in a business environment. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 9: Principles of budgets in a business environment F/601/7653


16 3 2



1. Understand the purpose of budgets in a business environment

1.1 Explain the purpose of budgets for managing financial resources to meet business requirements

Purpose of budgets for managing financial resources to meet business requirements: Ensuring sufficient financial planning in line with objectives of organisation, forecasting profit/ loss margins, delegating to supervisors, encouraging efficiency, project focus, motivation and direction etc.

2. Understand how to develop budgets 2.1 Explain the purpose of agreeing the format in which a budget will be presented

Purpose of agreeing format in which a budget will be presented: So all those involved feel they are part of the decision-making process, ensuring everyone understands the budget, team members can update it accordingly, comparisons can be made across the project/ with other projects, overspending/ surpluses can be identified etc.

2.2 Explain the purpose of using estimations when developing a budget and ways of doing so

Purpose of using estimations when developing a budget: To reduce the possibility of inaccurate/ unfeasible budgets and help with the planning of schedules/ deadlines. Ways of doing so: Learning from previous projects, drawing upon staff expertise/ experience, considering inflation, supplier’s re-pricing of resources etc.

2.3 Explain the purpose of identifying timescales, priorities and financial resources needed when preparing a budget and ways of doing so

Purpose of identifying timescales, priorities and financial resources needed when preparing a budget and ways of doing so: Including: reviewing previous budgets, aligning budgets with organisational objectives, consulting financial experts, ensuring priorities reflect management, customer or client needs/ expectations, making estimations etc.



2.4 Describe the purpose of negotiating and agreeing a budget Purpose of negotiating/ agreeing a budget: Ensuring all those involved understand, accept and feel empowered by the decision, overspending cannot occur, contingencies are in place, all options for cost saving have been discussed and targets/ objectives can be realistically met.

3. Understand how to manage budgets 3.1 Explain the purpose of monitoring, controlling and recording income and expenditure

Purpose of monitoring, controlling and recording income/ expenditure: Preventing the organisation making a financial loss, wasting resources, disappointing customers, clients and stakeholders; maintaining an audit trail as a legal requirement, to adhere to the policies and procedures of the organisation, provide transparency for stakeholders etc. and detect misuse/ theft; identifying opportunities to cut costs, adjust activities/ objectives and impose spending limits/ reallocations.

3.2 Describe situations in which revisions to the budget and/or plans may be needed

Situations in which revisions to the budget/plans may be needed: Including: legislative changes, new management/ organisation ambitions, reduction/ increase in sales volumes or other income, changes in commodity prices (resources covered in budget), loss of staff (entailing need to pay for additional training/ recruitment of new staff), accidents/ dangerous incidents requiring repairs/ new safeguards to be paid for, alterations in borrowing costs, terms of bank loans and overdraft limits, unexpected costs elsewhere in organisation taking priority, finding mistakes in initial budgets/ plans which need amending etc.




Delivery This unit gives the background knowledge and understanding needed to develop, manage and monitor a budget within an organisation. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 10: Principles of contributing to innovation and change J/601/7654


16 3 2



1. Understand the purpose of innovation in a business environment

1.1 Explain the purpose of innovation in a business environment

Purpose of innovation in a business environment: Including: technological advances, new processes/ procedures; purpose: increases efficiency/ productivity, greater market share, stronger reputation as leading organisation in sector, keeping ahead of competitors, adapting to the demands of the market, allowing different products/ services to be offered suiting changed customer needs etc.

2. Understand how to contribute to innovation

2.1 Explain the purpose of reviewing existing ways of working and positive ways of doing so

Reviewing existing ways of working: Purpose: Identifying problems/ inefficiencies, amending methods of working to increase productivity, keeping abreast of changes in sector and position in relation to competitors. Positive ways of doing so: Seeking feedback, observations and suggestions from customers/ staff draws upon range of experiences/ perspectives and promotes inclusion; including: surveys, appraisals, agreeing SMART objectives (specific, measurable, achievable, realistic and time bound) etc.

2.2 Explain the benefits of working with others when contributing to innovation

Benefits of working with others when contributing to innovation: Ensures all options have been considered before reaching decisions, draws upon wider set of skills/ expertise, establishes consent, contributes to a positive working environment and encourages closer collaboration/ dialogue in general.

2.3 Identify behaviours and attitudes which support innovation

Behaviours/ attitudes which support innovation: Open-mindedness, adaptability, positivity, creativity, persuasiveness etc.



3. Understand the reasons for and implications of change in a business environment

3.1 Explain the reasons for change in a business environment

Reasons for change in a business environment: Including: legislation (environmental, industrial relations etc.), sector restructuring, mergers, economic growth/ decline, customer trends/ perceptions, technological innovation, relocation, management (new objectives, personalities etc.), expansion/ reduction of product range, media reports, new competitors, overseas markets etc.

3.2 Examine the implications of change for an organisation, teams and individuals

Implications of change for an organisation, teams, individuals: Can be positive/ negative; includes: staff numbers, profits, job satisfaction, productivity, training requirements, need for new technology/ equipment, legal implications, new job roles, extension/ reduction of responsibilities, different relationship with other organisations/ status in the sector etc.

4. Understand the process of change in a business environment

4.1 Explain the purpose of planning change Purpose of planning change: Reducing disruption to processes, productivity and services; maintaining confidence of customer, clients and stakeholders.

4.2 Explain the purpose of effective communication when making changes

Purpose of effective communication when making changes: Reducing confusion, misguided expectations and disagreements; improving feelings of inclusivity, a positive working environment, scope for collective decision-making/ considering ideas of others etc.

4.3 Describe types of problems that occur when making changes and ways of dealing with them

Types of problems that occur when making changes: Loss of customers, confusion of staff, contradictory approaches to work, reluctance to accept/ adapt to new situations, breakdown in communication, disruption to routine services, missing deadlines etc. Ways of dealing with them: Setting clear lines of authority/ communication, further training, welcoming constructive criticism/ open dialogue, negotiating changes, reassessing deadlines etc.

4.4 Explain the purpose of reviewing and evaluating change Purpose of reviewing/ evaluating change: Including: identifying problems while the change is taking place, learning from successes/ mistakes for future, clarifying whether the change was within budget and beneficial to the organisation, checking whether channels of communication are effective, ensuring staff/ customers are happy with the change etc.




Delivery This unit is about understanding how to make contributions to improving ways of working and the reasons for change occurring in a business environment. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Unit 11: Principles of working in the Public Sector M/602/1536


56 3 7



1. Understand the characteristics of the public sector

1.1 Describe the types of organisations that operate within the public sector

Types of organisations operating within public sector: State-owned companies, government departments, the Civil Service, regulatory bodies, councils, emergency/ uniformed services, Inland Revenue etc.

1.2 Describe the main differences between organisations that operate within the public sector

Differences between types of organisation within public sector: Including: geographical reach, scale, lines of authority, sources of funding etc.

1.3 Describe how a public sector organisation’s aims feed into the wider objectives of the public sector

How a public sector organisation’s aims feed into the wider objectives of the public sector: Including: complimenting the provision of a range of services provided by public sector (housing, welfare, health, education etc.), government objectives across the public sector, co-ordination of the different services, which organisations provide them and how they relate to each other.

1.4 Describe how local and central government work together to provide public services

How local/ central government work together to provide public services: Including: law enforcement, transportation, health and social care, schooling, conservation etc.

1.5 Compare the key features of public, private and not-for profit sectors

Key features of public, private and not-for-profit sectors: Including: funding sources, profit motives, social/ environmental goals, status (charitable/ registered business), voluntary/ paid workforce, community-organised etc.

1.6 Explain the key points of legislation relating to a public sector organisation

Key areas of legislation relating to chosen public sector organisation: The National Archives website lists all UK legislation; including: the Human Rights Act 1998, Equality Act 2010, Data Protection Act 1998, Working Time Directive, Health and Safety at Work Act 1974 etc.



2. Understand how the public sector interacts with the UK political system and the purpose of accountability

2.1 Explain the role of elected members in determining public sector policy and activity

Role of elected members in determining public sector policy/ activity: Levels: local, regional, national, European Union; covering: representing the interest of the electorate/ general public, debating/ scrutinizing standards and legislating policies determining public sector objectives.

2.2 Explain how decisions of elected members affect a public sector organisation’s activities

How decisions of elected members affect public sector organisation’s activities: Including: legislation which feeds into policies/ targets set by managers of organisation, structural changes, funding allocations, representing interests of constituents etc.

2.3 Explain the purpose of accountability in the public sector Purpose of accountability in public sector: Observing legal requirements, maintaining consistent and fair provision services, ensuring value for money and efficient delivery of services, strengthening the reputation/ integrity of the public sector in the eyes of the public etc.

3. Understand the role of the public sector in providing services and how an individual’s role contributes to provision

3.1 Describe the customers of the public sector and an individual public sector organisation

Different types of customer for a public sector organisation: Internal/ external customers; general public including: patients, the elderly, minority groups, children etc.

3.2 Describe how to identify the needs of a public sector organisation’s customers

How to identify needs of a public sector organisation’s customers: Informal discussions/ feedback with customers, questionnaires, community/ public consultations, online/ door-to-door surveys, recording complaints etc.

3.3 Explain the purpose of responding to the needs of a public sector organisation’s customers

Purpose of responding to the needs of a public sector organisation’s customers: Meeting targets, justifying public expenditure and providing educational, welfare, health and emergency services etc.; negative consequences of not responding to needs: delayed/ incorrect medical treatment, poor advice at citizen’s advice bureau, loss of life/ harm in emergency situations etc.

3.4 Explain how public service provision can adapt to changes in customer needs

How public service provision can adapt to changes in customer needs: Seeking feedback from customers (questionnaires, surveys, informal discussions, consultation groups), monitoring customer trends in the use of services/ products, launching advertising campaigns etc.



3.5 Explain the difference between ‘statutory’ and ‘non-statutory’ requirements when providing public services

Difference between statutory and non-statutory requirements when providing public services: Statutory services must be provided by law, failure to provide them can result in prosecutions/ legal action and they are the essential services defining the central remit of the public sector organisation; non-statutory services are those chosen to be provided by a public sector organisation beyond its central statutory services, not legally binding and subject to changes in availability.

3.6 Describe how to take equality and diversity into account when providing public services

How to take equality/ diversity into account when providing public services: Showing respect for all individuals, being aware of age, cultural, racial, religious and linguistic differences, catering to the needs of physical/ mental disabilities and sensory impairments, being consistent and objective in the delivery of services.

3.7 Explain the purpose of ensuring equality and diversity is reflected in public service provision and how to do so

Purpose of ensuring equality/ diversity is reflected in public service provision and how to do so: Meeting regulatory requirements of the Equality Act 2010, observing policies, procedures and ethos of organisation, ensuring a positive working environment and the return of customers; implemented by actions/ behaviours relevant to assessment criteria 3.6.

3.8 Describe how a diverse workforce can contribute to the work of the public sector in providing public services

How a diverse workforce can contribute to the work of the public sector in providing public services: Providing a wider range of experiences, ideas and creativity; replicating the diversity of service recipients/ the public at large strengthens dialogue and understanding etc.

3.9 Explain how an individual’s work contributes to the work of their organisation and the wider public sector

How an individual’s work contributes to the work of their organisation/ wider public sector: By an individual’s role forming an integral part of a larger process, providing direct support to others within the organisation and complimenting the public services offered elsewhere; individual’s traits contributing to ethos of public sector: objectivity, consistency, transparency, empathy etc.

4. Understand finances in the public sector

4.1 Explain how the public sector and a chosen public sector organisation are financed

How public sector/ chosen public sector organisation is financed: Including: taxes, grants, public donations, entry/ user fees; funding levels: local government, central government or European Union.



4.2 Explain the importance of ensuring money is spent efficiently in the public sector

Importance of ensuring money is spent efficiently in the public sector: Satisfying requirements/ expectations of public, demonstrating accountability, observing government policies, ensuring the vulnerable have access to services and preventing the waste of money which could be used elsewhere in sector.

4.3 Describe how budgets and limited resources impact upon planning decisions and service provision

How budgets/ limited resources impact upon planning decisions and service provision: Contingencies must be in place, front-line services/ looking after the most vulnerable should be prioritised, costs may be passed onto customers for non-essential services, non-statutory services may be withdrawn, modified or shifted to private providers etc.

5. Understand how public sector organisations work together and with other organisations

5.1 Explain the purposes of partnership working within the public sector and public-private partnerships

Purposes of partnership working within the public sector/ public-private partnerships: Including: drawing upon a wider range of expertise/ experience, reducing costs, sharing workloads and limiting duplication of services.

5.2 Describe the types of organisations that a public sector organisation works with to meet customer needs

Organisations that a public sector organisation works with to meet customer needs: Covering: other public sector organisations, private contractors and third sector organisations.

5.3 Describe how a public sector organisation works with other public sector and non-public sector organisations and the purpose of doing so

How a public sector organisation works with other public sector/ non-public sector organisations and purpose of doing so: Including: establishing partnerships, subcontracting certain services/ products, sharing resources/ facilities, bringing in outside expertise, reducing costs/ duplications, increasing efficiency of delivery of public goods etc.

6. Understand how performance is monitored and measured in the public sector and the purpose of doing so

6.1 Explain the purposes of measuring performance in the public sector

Purposes of measuring performance in the public sector: Auditing purposes, ensuring policies/ targets are met, ensuring the needs of the public are met, quality control of frontline services, efficiency etc.

6.2 Explain how, and by which organisations, the performance of a chosen public sector organisation or department is monitored

How performance is monitored and by which organisations: Surveying the general public/ specific users of public services, checking levels of expenditure in relation to budget allocations, ensuring contracts are fulfilled, staff retention/ satisfaction and comparing current performance to past performance, similar private sector organisations and other public sector organisations; carried out by: auditing bodies, regulators, parliamentary committees, sector experts etc.



6.3 Explain how individual performance can be monitored within a public sector organisation and the purpose of doing so

How individual performance can be monitored within a public sector organisation and purpose of doing so: Including: checking targets have been reached, needs/ expectations of customers/ public met, mystery shopping, unplanned/ routine investigations etc.

6.4 Explain how evaluation of service provision is used to drive improvements in a public sector organisation

How evaluation of service provision is used to drive improvements in a public sector organisation: Identifying problems to be resolved/ successes to build upon, offering advice, issuing sanctions/ incentives to promote improvements, drawing up future strategies/ targets relevant to current performance issues etc.




Delivery The unit provides learners with the knowledge and understanding needed to operate in a public sector environment, covering the aims, role, finances, monitoring and working mechanisms of the public sector and service delivery. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:




• Essay




Resources

Training Resources

Centres may use their own, or published learner support materials in delivering the qualification. Whatever support materials centres choose to use, they should ensure that their delivery methodology adequately prepares the learner for assessment.

IQ endorses published training resources and learner support materials by submitting the materials to a rigorous and robust quality assurance process, thus ensuring such materials are relevant, valid and appropriately support the qualification.

Resources and Useful websites Health and Safety Executive www.hse.gov.uk The National Archives (For all UK legislation) http://www.legislation.gov.uk The Council for Administration http://www.skillscfa.org/

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