Elements and Performance Criteria

The Range of Variables statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range of Variables also provides a focus for assessment and relates to the unit as a whole. The variables listed should be considered indicative rather than exhaustive and should be used as applicable to the job role or function.

General Contexts may include but are not limited to
Type of products and services provided
Business policy and procedures with regard to the acquisition and sale of products and services
Size, type and location of business
Business merchandise range
Strategic measurement and evaluation systems and processes
Characteristics of the specific product(s) or service(s)
Management structure and communication relationships
Business service range
Customers including other businesses or end consumers serviced through business customers or directly
Varying levels of staff training
Worksite specific context, variations and environments

Workplace Contexts may include but are not limited to
Workplace-specific guidelines, policies and practices
Conditions of service, legislation and industrial agreements
Consultative processes may involve
Staff members
Teams
Management
Union representatives
Industrial relations, Occupational Health & Safety specialists
Other professional or technical staff
Relevant personnel may vary with context, level of employment, ascribed duties, nature of enquiry or response required.

Applicable State/ Territory/ Commonwealth regulations and legislation may include but are not limited to
Occupational Health and Safety
Workplace relations
Workers compensation
Industry codes of practice
License, patent or copyright arrangements
Environmental protection legislation
Equal Employment Opportunity and anti-discrimination law
Emergency procedures
Transport, storage and handling of goods
Australian Competition and Consumer Commission provisions
Trade Practices Act

Sources of information may include but are not limited to
Legislation and regulations
Work procedures and internal manuals
Company operating procedures and instructions
Manufacturer's specifications
Supplier and/ or customer instructions
Manifests
Codes of practice
Quality assurance systems, procedures and policies
Awards, workplace agreements, and other industrial arrangements
Oral/ verbal communication including face to face, telephone, Internet, radio, and such like
Written instructions and communication such as data exchange, letters, e-mails
Non-verbal communication
Feedback
Safety instructions and workplace signage
Direct or indirect
Electronic or hard copy
Policy and protocols

Work site environment factors may include but are not limited to
Electronic transactions may include
Electronic Data Interchange
MIME
Value Added Networks

Appropriate models for creating business customers may include
Catalogue model
Auction model
Exchange model
Barter model

Commercial set up of e-business will include
Business to business
Business to end-consumer (direct)
Consumer to consumer

Customer requests for further information may include
Quotes
Price notification
Availability
Logistics (Eg. Time of delivery)
Warranties
Payment means (Eg. Lease)

Credit check procedures may be
Automated or manual
Completed internally or by external agent

Account details may include but not be limited to
Account holder details
Mode of payment (preferences)
Customer number
Credit limits
Contact details
Supply details
Product or service category

Security of systems includes
Principles of digital cryptography, steganography and public-key cryptosystems.
Cryptographic standards, eg. Government security policy, international standards
Digital signatures, digital escrow, certification
Virus protection
Secure communications

Security of hardware includes
Intrusion detection and countermeasures: password attacks, virus detection and removal
Copy and counterfeit detection: digital watermarks, electronic notaries
Privacy and anonymity protocols: third-party order/purchase

Decision making models may include
Predictive models
Assessing the accuracy of coefficient estimates and predictions (interval estimation and hypothesis testing)
Assessing the suitability of a model (specification analysis)

Business models for conducting electronic commerce arrangement may vary with
Access
Content (product, data and information)
Commercial set up of trading company
Software
Services
Supply arrangements
Payment methods

Key elements of a commercial strategy may include
Consultation with key stakeholder
Expenditure budget meets organisational requirements for probity
Procurement process agreed by users, documented, and meets legal and probity requirements
Approvals obtained
Contractual arrangements that capture and address identified risks, protection of all parties, and include performance indicators which provide the basis for due performance

Electronic payment and banking systems include
Payment gateways
Electronic presentment
Clearance systems
Dishonour systems
Credit card transactions
Electronic bill payment

Forms of electronic payment (digital cash) may include
E-Cash (non physical cash equivalent, such as frequent flyer points)
Cybercash
Electronic banking - SET, electronic purses, negotiable electronic instruments, secure checks
Billing servers - CAFÉ, SEMPER, Minipay, micropayments

Methods for assuring payment for products and services may include
Electronic bills
Letters of credit
Point-of-sale transactions
Mail order/ telephone orders

The following components of the Evidence Guide relate directly to the Performance Criteria and the Range of Variables for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program. This Evidence Guide must be read in conjunction with the Assessment Guidelines for the National Wholesale Training Package.

Critical aspects of evidence
Assessment requires evidence of the following be collected:
Uses computers to access data relevant to a routine work task
Uses computer applications to complete electronic transaction
Contributes to business operational processes and task completion
Contributes towards operational outcomes within a team setting
Applies business policy and procedures to satisfactory completion of tasks requiring use of electronic and/ or computer technology
Accurate data entry and processing is completed
Use of computers according to business sand manufacture manuals and instructions
Maintenance of safe working environment and techniques

Interdependent assessment of units
This unit may be assessed in conjunction with other units that form part of a job role or function.

Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Processing unresolved issues and propose solutions or referral options
Relevant management personnel and function
Occupational health and safety aspects of job
Problem solving processes
Business policy and procedures
Business technology and operational requirements
Manufacturer's maintenance and use manual/ instruction
Types of data
Data processing requirements
Storage and security of data and hardware/ records systems
Electronic and manual system used by the industry
Understand of electronic transactions and processes
Completing routine comparative checks
Relevant legal and legislative provisions

Display skills in terms of job role or function, including the ability to:
Demonstrate capacity to determine customer needs and preferences and establish accounts to achieve these ends
Use computerised technology and systems
Set up and up date a customer account
Complete electronic transactions involving public and business customers
Complete data entry accurately
Check business credit rating
Demonstrate adherence to safe working practices
Manage accounts and update accounts in timely manner
Describe and use customer contact and telephone service techniques when making direct customer contact
Use effective writing (keyboarding) skills

Resource Implications
Access to required assessment evidence, time spent with assessee in assessment, competency outcomes and appropriate assessment facilities

Consistency in performance
The assessment method should be conducted over time to cover all elements and performance criteria, across a range of variables.
Work practices should be in accordance with safe operating procedures to minimise the risk of injury to self or others or damage to goods, equipment or products

Context for assessment
Assessment may occur on the job or off-the-job