BSBCMM301 Process customer complaints

1 Respond to complaints

2 Refer complaints

3 Exercise judgement to resolve customer service issues

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

BSBCUS301 Deliver and monitor a service to customers

1 Identify customer needs

2 Deliver a service to customers
3 Monitor and report on service delivery
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBDIV301 Work effectively with diversity

1 Recognise individual differences and respond appropriately
2 Work effectively with individual differences
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBFLM312 Contribute to team effectiveness

1 Contribute to team outcomes
2 Support team cohesion
3 Participate in work team
4 Communicate with management
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBINM301 Organise workplace information

1 Collect and assess information
2 Organise information
3 Review information needs
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBITU301 Create and use databases

1. Create a simple database
2. Create reports and queries
3. Use database
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBITU302 Create electronic presentations

1. Prepare to create presentation
2. Create presentation
3. Finalise presentation
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBITU303 Design and produce text documents

1. Prepare to produce word processed documents
2. Design word processed documents
3. Add tables and other data
4. Produce text documents
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBITU304 Produce spreadsheets

1. Select and prepare resources
2. Plan spreadsheet design
3. Create spreadsheet
4. Produce simple charts
5. Finalise spreadsheets
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBITU305 Conduct online transactions

1. Identify and investigate online service provider
2. Perform online transactions
3. Maintain records of online transactions
4. Review online transactions
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

BSBITU306 Design and produce business documents

1. Select and prepare resources
2. Design document
3. Produce document
4. Finalise document
PerformanceEvidence
Knowledge Evidence
Assessment Conditions

Unit of Competency:
Pre-requisites: Nil
1. Determine the legal
framework for WHS in the
workplace
2. Contribute to activity that
reflects WHS legislative
requirements
3. Keep up-to-date with
legislation and relevant
publications
Performance Evidence
BSBWHS302 Apply knowledge of WHS legislation in the
workplace
Criteria
1.1 Identify and access current WHS legislation and related
documentation relevant to the workplace, occupation and industry
1.2 Apply knowledge of the relationship between WHS Acts,
regulations and codes of practice to assist in identifying WHS
legislative requirements in the workplace
1.3 Identify duty holders
1.4 Identify legal obligations and duties for who to consult with
regarding training of workers and health and safety representatives
1.5 Identify consequences of non-compliance with WHS Acts,
regulations, codes of practice, standards and organisational WHS
policies, procedures, processes and systems
2.1 Contribute to monitoring compliance with legislation
2.2 Contribute to ensuring that workplace complies with legislation
2.3 Identify and take appropriate action on non-compliance with
legislation
2.4 Recognise limits of own expertise and legal duties, and access
help and advice when required
3.1 Use relevant sources to keep up-to-date with legislation and
relevant publications
3.2 Communicate information on relevant legislative changes and
relevant publications to others
1. Identify and apply work health and safety (WHS) legislative
requirements applicable to the workplace, occupation and industry,
including keeping up to date with legislation and relevant
publications
2. Identify and act on non-compliances with WHS legislation
3. Identify duty holders
Performance Evidence

4. Communicate WHS information to others

5. Refer issues of non-compliance to responsible persons or

authorities and seek advice from appropriate sources.

1. Explain the WHS legislative duties of self and others including

limits on own expertise

2. Outline the key organisational WHS policies, procedures,

processes and systems

3. Outline the key requirements in relevant commonwealth and state

or territory WHS Acts, regulations, codes of practice, standards and
guidance material, and other relevant publications

Knowledge Evidence 4. Identify obligations and duties for consultation and who must be
consulted

5. Identify people who could be accessed for help

6. Identify the consequences of non-compliance

7. Explain ways to get information about compliance with legislation.

1. Assessment must be conducted in a safe environment where

evidence gathered demonstrates consistent performance of typical
activities experienced by individuals carrying out work health and
safety duties in the workplace and include access to:

a. organisational policies, standard operating procedures, procedures

and plans with information on compliance requirements

b. relevant Acts, regulations, codes of practice, licensing

requirements and standards
Assessment Conditions

c. guidance materials and alerts issued by the relevant WHS

regulator

d. relevant WHS data files

e. appropriate office equipment and resources.

2. Assessors must satisfy NVR/AQTF assessor requirements.

BSBADM311 Maintain
business resources

1 Advise on resource
requirements

2 Monitor resource usage and

maintenance
3 Acquire resources

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBITU309 Produce
desktop published
documents

1. Prepare to produce desktop

published documents

2. Set up desktop published

document

3. Create desktop published

document

4. Finalise desktop published

document

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBSUS301 Implement
and monitor
environmentally
sustainable work
practices
1. Investigate current practices
in relation to resource usage

2. Set targets for

improvements
3. Implement performance
improvement strategies

4. Monitor performance

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBWOR301 Organise
personal work priorities
and development

1. Organise and complete own

work schedule

2. Monitor own work

performance

3. Co-ordinate personal skill

development and learning

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBWRT301 Write simple

documents

1 Plan document

2 Draft document
3 Review document

4 Write final document

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

Elective Units from

elsewhere
BSBEBU401 Review and
maintain a website

1 Review website content and

use

2 Update website

3 Carry out non-technical site

maintenance

PerformanceEvidence

Knowledge Evidence

Assessment Conditions
Other Notes:

Knowledge
Training Materials used for this unit Evidence
(Theory) Performance Eviden

Assessment 1- Evidence 1 - Smart

VCS Learning Guide Knowledge Move Certificate
Test General and Business
 Q1,2

Q9,10

Q1,2,3,4,5

Q1

Q8

Q6

Q7

www.google.com.au/search?q=sample+safety+policies&ie=utf-8&oe=utf-8&client=firefox-b&gfe_rd=cr&ei=7cR7V8mfIsfu8

http://www.safeworkaustralia.gov.au/sites/swa/about/publications/pages/quicksearchresults?PublicationType=Model%20

www.commerce.wa.gov.au/worksafe/toolbox-and-essential-information-small-business

Internet, Word Processor, PC, Printer

TAE40110; BSBWHS302; PDCurrency Logbook of Assessor

Performance Evidence (Practical)

Evidence 3 - Safety
Evidence 2 -Third Party
meeting minutes and
Report
Risk Assessment
 Other Notes:

Unit of Competency:

Pre-requisites: Nil

Training
Materials used
for this unit
Criteria
VCS Learning
Guide
BSBADM311 Maintain
business resources

1 Advise on resource
requirements

2 Monitor resource usage and

maintenance

3 Acquire resources

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBITU309 Produce
desktop published
documents

1. Prepare to produce desktop

published documents

2. Set up desktop published

document

3. Create desktop published

document

4. Finalise desktop published

document

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBSUS301 Implement
and monitor
environmentally
sustainable work
practices
1. Investigate current practices
in relation to resource usage

2. Set targets for

improvements

3. Implement performance
improvement strategies

4. Monitor performance

PerformanceEvidence
Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBWOR301 Organise
personal work priorities
and development

1. Organise and complete own

work schedule

2. Monitor own work

performance

3. Co-ordinate personal skill

development and learning

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

BSBWRT301 Write simple

documents

1 Plan document

2 Draft document

3 Review document
4 Write final document

PerformanceEvidence

Knowledge Evidence

Assessment Conditions

UOC RESULT (CO, RPL, NYC)

Elective Units from

elsewhere
BSBEBU401 Review and
maintain a website

1 Review website content and

use

2 Update website

3 Carry out non-technical site

maintenance

PerformanceEvidence

Knowledge Evidence

Assessment Conditions
r Notes:

Knowledge
Evidence
(Theory) Performance Evidence (Practical)

Assessment 1 Assessment 2 Assessment 3 Assessment 4