Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to
Store policy and procedures in regard to:
information technology systems
Types of equipment used may include:
personal computers/terminals which may be stand alone or networked
scanning equipment
bar coding
point of sale terminals
pricing equipment
Software may include:
menus
word processing
databases
electronic data interchange (E.D.I.)
Systems used may include:
centrally based
store based
networked
Applications and use of information technology systems may include:
point of sale operations
EFTPOS
credit cards
smart cards
loyalty cards
fly buys
credit checks granting of credit, loans
arrangement of credit for customer via a third party
customer details, records
financial details
pricing, price changes
store specials, suppliers deals (direct to store)
inventory control/stock losses
ordering of stock
stock transfers
staff productivity, scanning rates, sales volume
staff payroll (from staff log in and log out)
staff rosters
sales reports
individual/department/item sales performances
profitability of lines/items
Information to be entered may include:
price changes (manually or electronically)
staffing information
customer details/records including names, addresses, consumer information/profiles
stock records
stock transfers
orders
Stock ordering/selling may include:
electronic cataloguing
use of multi-media
selling from computer screen
electronic data interchange (E.D.I.)
delivery management
use of internet facilities
suppliers using shopping pages to communicate information direct to customer
System problems may relate to:
hardware faults, breakdowns
software
staff abilities/training
point of sale, eg. EFTPOS, credit facilities, cheque clearances
pricing variations
Problems may be solved by:
routine procedures
manufacturers recommendations
lateral thinking
operator or manager
referral to specialist/expert
Back up procedures may include:
zip drives
CD ROM
digital tape
floppy discs
Relevant personnel may include:
store/area manager
supervisor
team leader
technical specialist

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:


Consistently applies store policies and procedures in regard to information technology systems including:

resolution of system faults
use and application of store credit and EFTPOS
reviewing and entering information on store system.
Follows requirements of relevant legislation and statutory requirements including consumer law and credit procedures.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:


Store policies and procedures, in regard to use and operation of store information technology systems including:

use and maintenance of hardware and software systems
solutions to problems/breakdowns
operation of equipment

Relevant legislation and statutory requirements including:

consumer law
credit procedures
occupational health and safety
Relevant industry codes of practice
Store product and services range, including pricing structure
Manufacturer specifications in regard to operation of hardware and software
Software licensing specifications
Techniques for problem solving

Skills in:

Using store technology information systems
Application and use of hardware and software
Interpersonal communication skills

Literacy and numeracy skills in regard to:

processing, recording and documenting information

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRCA5B can be assessed with other units which make up a particular job function.

Evidence gathering methods

Evidence should include products, processes and procedures from the workplace context or from a simulated work environment. Evidence might include:

Observation of the person in the workplace
A simulated role play
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A real or simulated work environment
Hardware and software instruction manuals
Information technology system

Relevant documentation, such as:

store/sample policies and procedures on management of information technology systems
legislation and statutory requirements
occupational health and safety requirements
industry codes of practice

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Knowledge of store information technology systems will need to be conveyed to others. (2)

Collecting analysing and organising information
Information on hardware and software will need to be collected, analysed and organised. (2)

Planning and organising activities
Editing and updating information requires activities to be planned and organised. (2)

Working with others and in teams
Team work will be applied when demonstrating information to others. (2)

Using mathematical ideas and techniques
Mathematical ideas and techniques may be required when using specific software packages. (2)

Solving problems
Problem solving skills will be applied when identifying problems at point of sale and establishing a suitable resolution. (2)

Using technology
The use of technology will be applied throughout this unit. (2)