Support Older People To Maintain Their Independence

Organise workplace information BSBINM301A

Assessments

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BSBINM301A Organise workplace information – Assessments

First published March 2010

ISBN: 978 1 74240 451 6 BSBINM301A Organise workplace information – Assessments

Assessment activity 1 Collecting and assessing information

The following table maps the assessment activity in this chapter against the element and performance criteria of Element 1 in BSBINM301A Organise workplace information. The activity has been designed for all learners to complete.

Part Element Performance criteria

A 1 All

B 1 1.3

C 1 All

D 1 1.2

E 1 All

F 1 1.1, 1.2, 1.3

Part A Read the case study. Write down, or tell your trainer, your answers to the questions.

Case study Sophie works in the office of a manufacturing company that makes cleaning equipment such as brooms, mops, sponges and cleaning cloths. She has been asked to help with a research project the marketing team is undertaking on customer feedback and competitors’ products and services.

1. Describe the type of information Sophie might collect from: . the Internet . the company’s intranet . the company’s customers . promotional material . industry journals and magazines. 2. What could Sophie do to ensure the information she receives is accurate and relevant to the research?

4 © Aspire Training & Consulting BSBINM301A Organise workplace information – Assessments

3. Prepare a brief plan of how Sophie could access the information. Explain how the plan would make the best use of her time, other people’s time and other resources she may have. 4. Describe the type of communication skills Sophie needs for this research and how she could use them effectively.

Part B Identify four ways you can evaluate web-based information for accuracy, currency and reliability.

Part C Read the case study. Write down, or tell your trainer, your answers to the questions.

Case study The local Wiltown Entertainment Centre runs a large club that provides gambling facilities and operates two restaurants. Management is always looking to expand the business and diversify, and is currently investigating whether or not to introduce weekly live entertainment and film nights for members and their guests. To decide whether this is a viable business opportunity Bruno Spearton, manager of the New Business division, needs to estimate the number of people who would be interested in attending the film nights and live entertainment at the club. He also needs to recommend an appropriate entry charge for the films and entertainment. He asks his office assistant Kieran to undertake research and collect relevant information that the centre could use to base its decisions.

1. Describe the type of information Kieran could collect from internal and external sources that would help Bruno make a decision about the viability of the new business venture. 2. How could Kieran find out information on the preferences (film or live entertainment) of potential customers? 3. What could Kieran do to ensure that the information he gathers is reliable and accurate?

Part D You have been asked to collect information on the benefits the new photocopier has made to the office. Describe at least three ways you could collect reliable information.

Part E Use your own workplace, or research an organisation to complete this task.

1. Describe three types of information the organisation collects. 2. Explain the sources from which this information is collected. 3. Who is responsible for collecting this information? 4. How is this information accessed and stored? 5. How is this information assessed for clarity, accuracy, currency and relevancy? 6. How often is your organisation’s information assessed for currency, accuracy and relevance? 7. Describe the type of communication skills people need when collecting information and how they could use them effectively.

Part F Use your own workplace or research an organisation to complete this task.

Interview someone in the workplace to learn about the types of information they access in their job. You may like to prepare a checklist or prompts to take with you.

In one A4 page, summarise in bullet points the following:

1. What is the interviewee’s role? 2. What are some of the sources of information they use in their workplace? 3. How do they access and use this information? 4. How do they assess this information for accuracy and relevancy?

Assessment activity 2 Organising information

A 2 All

B 2 2.2

C 2 2.2, 2.3, 2.5

D 2 2.4

E 2 2.2, 2.3, 2.4, 2.5

F 2 2.1, 2.3

G 2 2.2, 2.5

Part A Read the case study. Write down, or tell your trainer, your answers to the questions.

Case study When Hana started work at Jamestown Motors, she was given the task of reviewing and reorganising the information found on the electronic filing system. The computer systems had been linked so that all staff at Jamestown Motors could use the electronic filing system to access, store and retrieve the data they needed. Because no-one had actually taken responsibility for the system, it was disorganised. It had become clogged with information that was either out of date or stored in the wrong place. For example, customer details were stored in three databases: . Database one should store customer transactions from 1998–2003. . Database two should store customer transactions from 2003–current. . Database three should store customer details from 1998–current. In reality, no-one really bothered which database they put the information in so staff often had to check the three databases to find the information they were looking for. Jamestown Motors also had a complex system of keeping track of stock. The inventory or stock management system was complex. The mechanics did not like using the computer system so they wrote down the stock (including spare parts) they used on scrap paper and left it in a wire basket on the reception desk for someone else to enter into the system. As a result, Jamestown often

found it had too much or too little stock because the system was not maintained. At Jamestown Motors, staff hours are logged into the computer and the weekly pays are generated from this information. However, this information was not regularly updated and as a result the system was not very accurate. Hana found active records for staff who had left Jamestown Motors six years before. These files should have been archived! Hana knows that updating the system is a big job and has asked you to help her reorganise the information on the electronic filing system to ensure the information is relevant, accurate and up to date. She also wants to ensure that the system is simple, to ensure staff use the system to store and retrieve data.

1. Before Hana starts to reorganise the system, what research must she do to ensure the revised electronic filing system meets Jamestown Motors requirements? 2. How will Hana determine what information to keep and what to dispose of?

Case study (cont’d) The motor mechanics have complained to Hana that the old paper-based system of recording used parts was much easier for them to use. They dislike the electronic recording system due to its complexity.

3. Suggest some technology options that may help the mechanics ensure the system is updated regularly. 4. Explain Hana might work with others to help solve these information problems.

Part B Different types of software allow you to present information in many different formats. Prepare a table similar to the one below and describe the type of information that is best presented by these software applications. Include examples.

Software application Type of information Example

Part C 1. On a table similar to the following one, identify the most appropriate way of maintaining, updating and storing items of information found in the office.

How Items of information Storage tool updated/maintained

Customer order forms

Emails

Customer feedback questionnaires

Individual performance review documentation

Personnel information

Business letters

Journals (such as Business Review Weekly)

Training manuals

Software help manuals

Monthly production reports

2. Explain why you think each of these storage mediums is the most appropriate for the specific item of information.

Part D Think of a situation at work or at home where you were having problems accessing the information you needed.

Explain how you solved the problem, emphasising how you worked collaboratively with others to do so.

Part E If you are in the workplace, answer the following questions yourself. If you are not currently working, use the same questions to interview a friend who works in an office.

1. What do you do when you need information but don’t know how to get it? 2. Who helps you collect the information you need? 3. What problems do you encounter when collecting and assessing information? How are they resolved? 4. How do you ensure the information you collect is up to date? 5. How is the information collated and who is it used by? 6. How is the information stored?

Part F Choose an industry that you are interested in. Research the occupational health and safety (OHS) regulations for that industry. Prepare a table similar to the following one and list:

. Who needs this information? . What do they need to know? . How would you communicate the information and what format would you use to present it? The following table includes a sample response.

Industry: Hospitality

Who needs the What do they need to How would you information know? communicate the information and in what format?

Wine waiter They need to know: Information could be . effective hand- communicated in: washing techniques . a procedures manual . good glass hygiene . verbally during a staff . ashtray safety (for meeting example, emptying . on a poster to be contents into non- displayed in the bar flammable area. containers).

Part G List the different types of storage media you have learnt about in this workbook and from your own reading. List the advantages and disadvantages of each one, especially in relation to ease of maintaining, updating and storing information.

Storage media Advantages Disadvantages

Assessment activity 3 Reviewing information needs

A 3 3.1, 3.2

B 3 3.3, 3.4

C 3 All

D 3 3.1

E 3 3.1, 3.3, 3.4

F 3 All

Part A Write a reflective piece, not more than a page in length. Consider your own abilities in collecting feedback and in reviewing information. You should include where you believe you have strong skills and where you need to develop. Outline jobs or experiences where you have used these skills and try to come up with some ideas to improve your areas of weakness. Draw on experiences from your workplace or from your daily life.

Part B Think of one type of information your organisation uses regularly, or an organisation you have researched. It might be information from or about customers (such as sales figures, preferred products or services) or it might a database of product information (such as prices, colours or dimensions).

Conduct an information needs analysis to work out what information might be needed in the future and document it in the following table.

Future information needs analysis

What information is needed?

Where will this information be sourced from and by whom?

Who will use the information?

What storage tool will be used?

What will be the frequency of update?

How will it be presented (formatted)?

Part C Read the case study. Write down, or tell your trainer, your answers to the questions.

Case study Carla manages Spectral Videos, which hires out videos, DVDs and computer games. The business has been operating now for two years and it has not been as successful as Carla had planned. There is another video store three streets away and Carla has been reliably informed by a friend who works there that it is doing very well. Carla has noticed that many of her customers are families who request children’s videos that she does not have in stock. Apart from the children’s videos, demand for videos is dropping, with most customers now hiring DVDs. She has also had some complaints from customers that the quality of the DVDs is poor and that some may be pirated copies. The computer system that records hiring transactions is limited and not comprehensive enough in its reporting – Carla would like to know about the computer games that have been out for longer than a week and the names of the customers who hired them. Often, Carla has to do additional analysis to get this type of information. You have been asked to review Spectral Videos’ information management system, which includes stock collection, stock suppliers, customer records and reporting capability. Your aim is to analyse the current system and its adequacy in providing Carla with the information she needs to improve her business.

1. What information does Carla need to ensure the video store is more successful? Is any additional information needed that is currently not available to Carla? 2. How can Carla ensure she detects changes in customer preferences or needs? 3. What criteria could you use to determine whether the information system is

providing reliable and current information? Refer to the heading ‘Reviewing information needs’ in Chapter 3 of this workbook for questions you could ask about the system. 4. What reporting format might be most suitable for Carla to present to the owners of Spectral Videos? 5. What feedback tools might Carla use to obtain feedback from customers? For example, rather than waiting for customers to complain, how could Carla be more proactive?

Part D Read the case study. Write down, or tell your trainer, your answers to the questions.

Case study You work for an electricity supply company. Your department is responsible for organising maintenance and repair of power supplies to the city area. Customers ring your call centre to report faults and interruptions to power supplies for which your team organises despatch of repair technicians and vehicles. Your organisation is reviewing the way it does business and your supervisor has asked you to gather feedback from your customers regarding their level of satisfaction with the service provided by your organisation.

1. List two different methods you could use to gather feedback from your customers. 2. Select one of these methods and list the advantages and disadvantages of using this method to gather feedback. 3. Develop a customer feedback questionnaire that could be used to gather feedback from your customers.

Part E You and your business partner own and have been running a bed and breakfast business in your local area for the last five years. You are now in a position to grow the business and want to provide unique services to your customers.

1. What information might you need to gather to make this decision? 2. How will you gather this information and from whom? 3. How will you present your ideas to your partner?

Part F Interview someone in an organisation you are familiar with; for example, your college, sports club, employer, community group or school committee. Find out how they collect feedback from customers and colleagues.

1. Describe the methods the organisation uses to collect feedback from its customers or members. Collect examples of these methods. 2. Identify the purpose of the information collected. 3. Give an example of how this feedback is used to make decisions. 4. What external factors might impact on the type of information collected in the future? How might this also affect how information needs are documented? 5. Suggest any improvements for collecting this feedback.

Final assessment BSBINM301A Organise workplace information

To be assessed as competent in BSBINM301A Organise workplace information you must provide evidence of the specified essential knowledge and skills. Details of the essential knowledge and skills can be found in the ‘Before you begin’ section of this workbook.

Assessment mapping The following table maps this final assessment activity against the elements and performance criteria of BSBINM301A Organise workplace information.

A All All

B All All

C All All

Detailed mapping of this workbook against the methods of assessment, the elements, the performance criteria and essential skills and knowledge is available in the Aspire Trainer’s and assessor’s guide for this unit.

The following activity forms part of your assessment of competence. You may also need to provide various workplace documents or third-party reports. Your trainer will give you guidance in this area.

The following activity has been designed for all learners to complete.

Part A: Essential skills Your trainer needs to observe you demonstrating the following essential skills in your workplace or in a simulated environment.

Essential skills Example

Demonstrate how you use: Show your trainer/assessor how you . analytical skills to classify and gather information from different report information sources, determine its accuracy and relevance and organise it into a coherent report.

Demonstrate how you use: Show your trainer/assessor how you . literacy skills to read and use graphs to compare data collected understand a variety of texts; and from at least two different sources. to write, edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information

Demonstrate how you use: Show your trainer/assessor how you . problem-solving skills to deal with update a customer database and what information which is contradictory, you do when presented with incorrect ambiguous, inconsistent or information. inadequate

Demonstrate how you use: Show your trainer/assessor how you . technology skills to display use technology to communicate client information in a format suitable to information with other team members. the target audience

Part B: Essential knowledge Read the case study. Write down, or tell your trainer, your responses to the tasks.

Case study You work for the New Patterson Citizens Assistance Group, which makes recommendations to the New Patterson Council regarding programs to assist the local community. At the moment the council is looking at acquiring additional housing to accommodate juveniles in crisis and homeless youths and adults. Your group requires information on suitable properties available and current interest rates for fixed and variable home loans. For the next meeting of the New Patterson Citizens Assistance Group, you have been asked to source the following information and present it: . Information on variable and fixed home loan rates . Information on four properties in the local area that might be suitable for purchase by the council – the criteria for purchase includes close proximity to public transport (either bus or train), four bedrooms, two bathrooms if possible, two living areas and a lock-up garage . A policy position to guide workers dealing with clients, in relation to:  privacy and confidentiality  discrimination  occupational health and safety (OHS) For the purpose of this activity, New Patterson is the area in which you live.

6. Collect as much information on variable and fixed home loan rates as possible, and collect information on four properties in your local area that might be suitable for the council’s needs. a) Describe where you sourced the information. b) How accurate, reliable and current is the information you gathered? Give reasons. c) Explain which were the most useful sources of information. d) What interpersonal skills did you use to obtain the information? Describe any networks you used to gather the information.

7. Collate and present the information you have gathered in a format suitable for presenting to the New Patterson Citizens Assistance Group. e) Describe any difficulties you had organising and accessing the information and how you solved them. If you did not have any problems, explain why not. f) Organise your information into a format suitable for analysing, interpreting and disseminating. You should include tables, charts, graphics, symbols and headers and footers where appropriate. Describe any software applications you may have used. g) Describe how and in what form you will present the information to the group. For example, in a hard copy report, an electronic presentation or as a verbal presentation with handouts. Describe the technology you will use to present this information. h) Describe how you will store the information. 8. Describe how you would gather feedback about the quality and sufficiency of your information after you have presented it to the group. 9. Describe any modifications you think you could make to the way you collected the information to make collection easier in the future. 10. List the kind of information you think the council would ask the group for in the future. 11. Prepare brief policy statements relating to: . privacy and confidentiality . discrimination . occupational health and safety (OHS).

Part C: Present your portfolio Through the completion of the practice tasks and assessment activities in this workbook, you have now gathered a variety of documents, reports and other documentation relevant to this competency.

Present this information in a portfolio to your trainer.