Using Technology in The Workplace

Course: Certificate III in Financial Services FNS30107
Unit:

FNSICGEN302B

Use Technology in the
Workplace

Student Name:

Trainer Name:

Trainer
Contact Details:

Level 3
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This unit covers the use of technology at your company and looks at the efficient use
and maintenance of hardware. We explore the appropriate use of software programs
to satisfy customer needs and meet your Companys standards of performance. It also
highlights how to seek assistance for errors, problems, help and issues
ie

Ph: 1800 880 182
Ph: (03) 9897 3666
Fax: (03) 9897 3699
Inner Eastern Group Training Inc.

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Using Technology in the Workplace
FNSICGEN302B Use Technology in the Workplace. Version 2.0, May 2008
Page 2 of 32

FNSICGEN302B Use Technology in the Workplace.

Each section consists of

Headings identifying the topics/skills
Explanation of the topics / skills
Activity tasks to complete with your Trainer and Class.

Each User Guide will be laid out in a similar way. This unit or competency number and
name will appear on the cover. For this unit it is

FNSICGEN302B Use Technology in the Workplace.

Then there will be a contents page, overview section with the elements of the unit, the
performance criteria and the questions and activities you need to complete.

Each unit is broken into elements. These elements are the main themes of the unit of
competency. The elements are then broken down into performance criteria, which are
the activities you need to be able to perform to prove competence. Each element is in a
new section and has the performance criteria listed.

Glossary of Symbols
Activity Tool
Write Notes
Printout

For more information please talk to your trainer or workplace assessor.
Page 3 of 32

Table of Contents
SECTION 1: CERTIFICATE OVERVIEW 5
Prerequisites 5
What do I have to do? 5
How do I know if I have passed? And what if I fail? 5
Questions? 5
Unit overview 6
Learning Outcome for FNSICGEN302B 6
SECTION 2: UTILIZE OFFICE TECHNOLOGY 7
Technology 7
Technology Restrictions 7
Keyboard Skills 8
Effectiveness of Technology 9
Access Technology 9
Consumables 9
SECTION 3: MAINTAIN OFFICE TECHNOLOGY 11
Use Technology 11
Faults 11
Maintenance and Security 12
Technical Support 12
Help 12
SECTION 4: USE APPROPRIATE SOFTWARE 14
Software 14
Data Storage 15
Page 4 of 32

Retrieving the Data 16
Exiting Programs 17
Corruption 17
ASSESSMENT 22
PART A: Written (Question and Answers) Error! Bookmark not defined.
PART. B. Practical Exercise / Evidence Error! Bookmark not defined.

Page 5 of 32

Section 1: Certificate Overview

Prerequisites

In order to complete this topic, it is a requirement that user has a proven knowledge of
working in the following software programs.

Internet Explorer
Microsoft Windows
Industry Electronic Mail (for example Microsoft Outlook or Express)

What do I have to do?

Each of these workbooks will act as both your learning manual and your assessment
guide. You need to prove competence in each unit relating to your certificate.
Competence means that you are able to carry out the tasks relating to the certificate
units (also called competencies) correctly and to the required standard almost without
exception.

You will prove competence by answering the questions in each workbook collecting
evidence and in some cases getting your team leader or supervisor to sign off your
workbook to say they have seen you complete certain workplace
tasks.

Examples of evidence include screen prints from the computer,
photocopies of documents and completed forms and other
paperwork.

How do I know if I have passed? And what if I fail?

There are only two marks or grades in a certificate course. They are competent (C)
and not yet competent (NYC)

If you are rated not yet competent (NYC) in a unit, you will receive feedback and some
coaching or training if necessary. You will then at a later time be re-assessed only for
those areas in which you were rated NYC. If you still are not rated competent, the
process then begins again. You will receive feedback and some coaching or training, as
necessary. You will then be re-assessed until you are competent.

This is one of the advantages of this type of training that is called competency based
training. You have the chance to repeat the parts you need to until you gain
competence.

Questions?

If you have any further questions, please see your team leader/supervisor or
contact your trainer/assessor.

Page 6 of 32

Unit overview

This unit covers the use of technology at your company and looks at the efficient use
and maintenance of hardware. We explore the appropriate use of software programs to
satisfy customer needs and meet your Companys standards of performance. It also
highlights how to seek assistance for errors, problems, help and issues

Learning Outcome for FNSICGEN302B

National Code Element Name
FNSICGEN302B /01 Clarify the function that the equipment fulfils

Computing equipment, associated devices and other equipment used in the
workplace are identified
Functions of the computer equipment, associated devices and other equipment
and the outcomes they are used to achieve are determined
FNSICGEN302B /02 Access and enter information from/into the computer

Organisational procedures for accessing computer based equipment are
followed
The computer system is navigated to find the required program/file
Appropriate software, including custom built software, is selected
The program/file is opened and the required data is identified
Data is entered, changed or removed as needed
Files are checked for accuracy
Internet/intranet searching and sending and receiving of emails is undertaken
and relevant information or files are saved as required
FNSICGEN302B /03 Save files/data and produce computer reports as required

Files/data are saved following standard procedures prior to exiting the
computer equipment
Reports and document are produced
Data and documents are appropriately stored as required
Procedures for shutting down computers are followed
Equipment and data is secured as required by the organisation's policies and
procedures and/or as required by legislation or regulations and codes of
conduct
FNSICGEN302B /04 Use manuals and online help to solve computing problems

Manuals, training notes, or company documentation are used to solve problems
Online help is accessed to solve problems
Page 7 of 32

FNSICGEN302B /05 Undertake routine maintenance of computers and associated devices

Routine maintenance tasks are carried out according to manufacturer's
instructions
Technical assistance is sought as necessary
FNSICGEN302B /06 Use and maintain other workplace equipment

Other equipment is used to achieve workplace outcomes as required
Routine maintenance is carried out or organised in line with manufacturer's
instructions
Consumables for office equipment are used and replaced as required

Section 2: Utilise Office Technology

Technology

Technology in the workplace includes all powered equipment (also known as hardware)
that helps you do your job more effectively.

Most companies have the following technologies.

Telephone system Computers
Facsimile machine Photocopier
Printers Data Projectors
Scanners Modems
CD Burners Appliances

In addition, some organizations provide additional technologies to some staff such as
pagers, mobile phones, laptop computers etc. All of these hardware items are designed
to assist you in being efficient and professional in your role.

Technology Restrictions

Access to these technologies is sometimes restricted to certain staff. Listed below are
some examples of technology restrictions.

Most computer systems require staff to log on with an identification code or user
ID and a password which enables the administrators of that technology
to keep control over confidential information.
Photocopiers may require a code to be entered before they can be used in order
to count usage and allocate the pages to jobs.
Printers are sometimes not accessible to all employees, particularly colour
printers. Over usage of the expensive colour toner is controlled.

Page 8 of 32

Telephones have sometimes been banned for STD and ISD calls in order to
reduce phone costs. Some organizations have a receptionist who places all STD
and ISD calls on behalf of the caller and at this point they record the callers name
and job number details in a ledger for charging the costs out in an invoice at a
later date.
Passwords and user ID for certain areas of website.

Any IDs and passwords should not be shared by colleagues in your offices as this
defeats the purpose of security. Some systems have case sensitive passwords.

Write Notes

Keyboard Skills

The most effective way to maximize your computer is with touch typing keyboard skills
as this approach usually provides efficient and fast data entry.

There are four sections to our keyboard, refer to diagram below.

Source http://www.officecommunity.com/ Keyboard.gif.

Page 9 of 32

Effectiveness of Technology

It is important to consider your usage of consumables in order to plan for work coming
up. Here are some suggestions for demonstrating the effectiveness of technology:

If equipment needs to be booked in advanced do it.
Recycle paper where applicable.
Print double sided if possible.
Recycle toner cartridges.
Use every little bit of toner.
Ensure cables are plugged in correctly.
Use power saving devices or features where possible.

Access Technology

Computer systems are secured with restricted access features like logins and passwords
to protect the information that can be accessed. Your company may require you to log in
with a password so that you can access and process information and transactions on
behalf of customers. It will also stop accessing data which you do not have permission to
view or change.

The types of some transactions that are processed can be categorized as monetary or
non monetary transactions. Non-Monetary transactions are usually changes to customer
information like change of address and phone number, change of statement cycle or a
name change. Monetary transactions can include deposits withdrawals or transfers.

Consumables

At most companies there is one person responsible for ordering all consumables for
example; toner cartridges, paper, stationary, calculator paper rolls, printing of brochures
and even the staff amenities (toilet paper, soap, cleaning products).

These items can be ordered via:
Written purchase orders.
Verbal phone requests
Electronic orders over the email.

Check with your Administrator or Purchasing Officer how consumables are requested to
be ordered at your company.

Write Notes

Page 10 of 32

Activity Task 1

Discuss with your trainer the following Self Assessment questions.

(a) Apart from your computer list any other technology which requires you to
log on and enter a password or code to use it.

b) How are consumables requested to the Administrator or Purchasing Officer
in your company to be ordered?

c) Why is it important to have logon codes for each person at your company

d) Is it your duty, if you see the printer toner is low to check there is a
replacement Circle which is correct

True

False
Page 11 of 32

Section 3: Maintain Office Technology

Use Technology

Technology makes our work easier and quicker and in todays business environment
and is relied on very heavily.

Some office technology is fairly easy to use whilst some is quite complex and often
requires training in a class or reference to a user manual or a website. Other technology
requires you to sit exams to become certified.

It is important that you refer to your Workplace Health & Safety and the Occupational
Health & Safety policies and procedures before using equipment.
A couple of issues to be aware of are to:

Ensure the chair is adjusted correctly to support your back,
legs, and neck.
Check that the power leads, cables or cords will not be
tripped over.
Adjust the monitor so it does not hurt your neck.
Occasionally look away from your screen so your eyes can
readjust to the screen.
Use eye protection when required.
Keep ties, jewellery, and long hair away from working parts of machinery.

Frequent use of office equipment can result in wear and tear and they can even
occasionally breakdown. In the case of wear, some equipment, like photocopiers, require
service by a technician periodically in order to still be eligible for warranty. A repair is
required when equipment breaks down due to parts wearing out, getting blocked or stuck
to name a few reasons.

Faults

When equipment is faulty or breaks down, it is important that you identify what is wrong
or write down any error messages so you can report the problem. Some organizations
have Maintenance or Information Technology departments and all issues are reported to
them. These faults or breaks at times have to be recorded on a form which describes all
the details of the issues, location of the equipment, error messages displayed etc. Then
the call is placed with the supplier to log the issue and request a technician to come to
your office to fix the problem or it is fixed internally.

It is important that one person or department in your company is responsible for
reporting the problem so that they can monitor the repair; perhaps even find a
replacement piece of equipment for you. Check your policies and procedures for the
exact locations at your company.

Source
simonsayssoftware.com.au/.../workstation1.gif
Page 12 of 32

In order to eliminate faults or breakdowns of expensive and complex equipment staff
may require operational training and written instructions on start up or shutdown
procedures. Refer to your operational manual, policies and procedures guide for detailed
instructions. Your Workplace Health & Safety Committee should be able to assist also.

Maintenance and Security

Security of equipment and data is imperative for every organization. Since the
reinforcement of the Privacy Act legislation every person at every company has an
obligation to keep all data o the computer systems and files secured at all times. It could
be a policy that certain pieces of equipment are locked away in a room or cupboard
when they are not in use. They may even need to be turned off when the office closes
each day.

It is necessary where large amounts of files are kept in filing cabinets that they are
stored in a locked room. Each key which is handed out to an employee who has access
to the files must be recorded in a register or ledger as proof of being issued and
returned. As we have already learnt, computer systems can be secured with logons, IDs
and passwords.

Refer to the Privacy Act and your policy and procedure documents for the security
restrictions on equipment and data at your company.

Technical Support

Technical support is another word for help. When you are unsure of what to do because
of breakdowns, error messages or software and hardware not working properly, help is
available at work.

Whenever an error message appears on screen, always write it down straight away so
that when you are receiving or logging problems you can relay it to the support person.

Some organizations have help desks within the Information Technology (or IT)
department. The help desk is a group of people whose main duty is to assist and support
you through the problems; they are also the team who can arrange other outside
assistance if necessary. Smaller companies may have agreements with outside firms to
assist with the errors and issues.

Refer to your policy and procedures guide for how to request assistance at
your office or ask your supervisor or team leader.

Help

Help is available for your computer as well as the internet or intranet. All
software applications have help located on the Menu Bar. There is usually
an index available for you to type in your topic, in order for the information
to be displayed.

Some software application packages also have the feature that when the
Function 1 button is pressed the help menu appears. Help is also available
by asking your colleagues, supervisors, or team leaders.
Page 13 of 32

Activity Task 2

Discuss with your trainer the following self assessment questions which relate to your
role?

a) When you are unsure of how to use the technology available at your
company, where can you refer to for help? List all sources below.

b) Should you have an issue trying to logon, whom do you report this to?

c) Why is it important to have routine maintenance carried out according to the
manufacturers instructions?

d) Describe below how you report a fault, error or breakdown at your
company?

Page 14 of 32

Section 4: Use Appropriate Software

Software

This section Use Appropriate Software is about using computer software or programs.
Many companies utilize software, whether commercially available or specifically written
for the company to help staff perform their duties.

Commercial software includes all programs written for a computer that you use at your
company. Commercially available software includes programs such as Word, Excel,
Outlook and so on from Microsoft. Proprietary software is software that is written or
adapted for a particular organization or use.

Examples of some commercial software and the types of material produced by them are
listed below.

Software Materials Produced
Microsoft Word o Letters
o Memos
o Faxes
o Contracts
o Tenders
o Books

Microsoft Excel o Small Databases
o Budgets
o Spreadsheets of
Data
o Lists

Microsoft Publisher o Calendars
o Cards
o Brochures
o Newsletters
o Flyers

MYOB o Cheques
o Purchase Orders
o Reports
o Lists
o Journals

ACT o Customer Contact Details
o Recording of phone conversations
o Reports
o Lists

Filemaker o Large Databases
o Queries on data
o Reports
o Lists

Pagemaker o Flyers
o Brochures
o Business Cards
o Cards

Page 15 of 32

C:\Documents and Settings\Desktop\thefiletoshowthefilepaths.doc

Name of File Folders
Data Storage

When a new document is created it must be saved to the computer in order to view the
data again. Data can be opened, one week, one month or even one year later. The word
file is the generic name for any data stored to a disk. A file may be a document, a
spreadsheet, program or utility. Files may be separated into folders which are like
dividers within a filing system. Files also have a path, refer to the diagram below to learn
more about a path.

Program extensions indicate which program the file was made in, for example. Microsoft
Word, has DOC and Microsoft Excel has XLS.

Think of your computer as a filing cabinet called C: Drive and it has drawers. Inside the
drawers are hanging folders that hold letters sent to customers.

When naming files either at home or at work use the following hints to assist you.
Spaces can be used between folder or file names
Do not use ?/:%${}<>
Keep file names short and descriptive.

When saving documents or files you will need to:
1. Select File from the Menu Bar, or click on the Save Icon
2. Select the Storage Area and Folder
3. Name the File
4. Click onto the Save button

Files can be regularly opened, edited and re-saved. When a file is re-saved the data
replaces the older copy in exactly the same location on the computer.

Write Notes

The Drive Program Extension
Page 16 of 32

Retrieving the Data

One thing is for certain with software packages and that is there are numerous ways to
do the same action. For example: here is a list of methods that can be used to open files.

Software Package Method
My Computer On the desktop is an icon called My Computer.
Left double click to open the directory structure.

Windows Explorer Right click once on the Start menu in the bottom
left hand corner.
Left click once on Explore to open the directory
structure.
Right double click on the document name which you
wish to view

Find Files or Folder Left click once onto the Start menu
Left click on Find or Search
Left click on For Files and Folders
Left click on All Files
Type in the file name you wish to find.
Left click on Search
Double click on the file you need when it appears.

Documents Left click onto the Start menu
Left click on Documents
Left click on the document name you wish to open.

Microsoft Word Left click on Start menu
Left click on Programs
Left click on Microsoft Office
Left click on Microsoft Word
Left click on File from the Menu bar
Left click on Open
Double click on the document name you wish to open.

Write Notes

Page 17 of 32

Method 1.
Click on the x
in the top
corner of your
documents.
Exiting Programs

It is very important that you exit out of programs correctly so that you do not damage any
of the software or files.

Here are two methods of exiting programs.

NB: If any documents or files are still open, you will be asked whether you want to save
them or not.

File Corruption

Memory corruption occurs when a memory location or register is accidentally overwritten
by a program, due to a programming error. This kind of error may crash a program
immediately or lurk undetected for years, only occasionally causing the wrong behaviour.

Source: http://encyclopedia.thefreedictionary.com/Memory%20corruption.

Write Notes

Method 2.

Click on File from the
menu bar.
Select Exit from the
list.
Page 18 of 32

Computer Viruses

A computer virus is a computer program that can replicate itself, infecting a computer
without permission or knowledge of the user.

An isolated computer can only be infected by a virus as a result of action by the user.
This occurs in a number of ways :
o A virus can piggy-back or infect a file that is sent over a network.
o An infected file can be sent over the internet, via malicious websites that have
invasive cookies. These are files that are downloaded to the computer when
these websites are accessed.
o Infected files can be attached to email messages.
o An infected file can be carried on portable media such as a floppy disk, CD/DVD,
USB drive, hard drive or even an iPod or Phone.
o Once a computer is infected, the first thing the virus does is search that
computers local network for other unprotected computers and infects all of them.

A virus comes in many forms. A worm can spread itself to other computers without
needing to be transferred as part of a host, and a Trojan horse is a file that appears
harmless until executed. A new form of virus is called a bot which, combined with other
bots, forms a Botnet attack which is a serious form of virus that is being used by
criminals and spammers to gather sensitive information such as credit card details and
possibly gain control of your computer.

Some viruses are programmed to damage the computer by damaging programs,
deleting files or reformatting the hard disk. Others are not designed to do any damage,
but simply copy themselves and maybe make their presence known by presenting text,
video or audio messages. All viruses by nature are invasive and malicious and cause
problems with operating systems. This can result in erratic behaviour, data loss and
computer crashes.

Organisations must install anti-virus software that detects and eliminates known viruses.
Modern viruses also combat these defences in a continuing battle which means anti-viral
software must be updated constantly to remain effective.

Computer uses can reduce the threat posed by viruses by following secure procedures.

Regular backups of data onto media that is kept unconnected to the system
Do not download programs from the internet
Only use the internet for business purposes
Do not share floppy discs, USB drives or CD/DVDs with other computers
(especially from home personal computers)
Do not open an email that is suspect, or when you do not know who has sent the
email. Delete the message immediately and advise your ICT support personnel
(do not forward the message).

Once a computer has been infected with a virus, it is unsafe to continue using this
computer without completely reinstalling the operating system. However there are a
number of recovery options that may be available in different circumstances and
technical assistance must be consulted.
Page 19 of 32

Activity Task 3

Discuss with your trainer the following self assessment questions, which relate to your
role.

(a) What is an example of proprietary software at your company?

b) List two (2) examples of commercial software that you use on a
regular basis and list what functions you use it for.

c) Why is it important to store your files effectively?

d) Why is it important to open your document with the correct program
and why is it necessary to check the content for accuracy?

e The ? question mark can be used in file names

True

False
Page 20 of 32

f What procedure do you follow to shutdown a computer?

Using Internet Systems

The Internet is a worldwide, publicly accessible series of interconnected computer
networks that transmit data by packet switching using the standard Internet Protocol (IP).
It is a network of networks that consists of millions of smaller networks which carry
various information and services, such as electronic mail, online chat, file transfer, web
pages and other resources of the World Wide Web (WWW).

Most organisations will limit their employees access to the Internet in the workplace.
They will usually have an Intranet, which provides access to the programs and
webpages that will be needed in the workplace, but not provide access to the Internet
itself. Organisations can therefore control the time spent by employees on non-work
related tasks.

For training and research purposes, a search engine might be needed. These are sites
that allow you to find specific documents through keywords. These search engines and
directories continue to improve and expand, and more documents than ever before can
be accessed. Despite the improvements in search techniques, search engines cannot
keep pace with the growing number of internet sites.

When a request is typed into a search field, it matches the keywords to the tags in the
heard and to the words indexed from the document. It does not evaluate the sites for
content or relevance, so care needs to be taken when searching for relevant information.

Google is the search engine that has the largest number of indexed sites around 3
billion different pages (Quentin Hardy 100). Google is renowned for its relevancy and
simplicity, and has become the standard for best practice among search engines.

Case Study : Youre hungry. You go into a restaurant, sit down at the table and wait for
the waiter. The waiter arrives and asks what you want for dinner. You answer, Food.
If the waiter was patient, he would ask what sort of food you wanted to have today, and
maybe even recommend a particular dish from his restaurant. Google brings up over 600
million webpages if you searched for Food, and will not ask any questions to refine
your search. So the question that is typed into a search engine must be refined and
provide details of your search. For example, you could type in ham and pineapple pizza
in Hawthorn.

Page 21 of 32

Using Email Systems

Email is short for electronic mail and is a method of writing, sending, storing and
receiving messages over electronic communication systems.

Each employee is assigned an email address, a mailbox and personal folder file for
email. It is important to remember that the workplace email address is owned by the
employer, and should therefore only be used for workplace purposes. (Most individuals
also have a personal or home email address that can be used to send and receive
messages to personal friends and family. The workplace email systems should not be
used for this purpose.)

Using the email system effectively includes:
o Following organisation policies and procedures
o Ensuring the size of the personal mailbox does not become too large
o Using distribution lists to send messages to groups of email addresses
o Be aware of e-harrassment which includes the sending of emails which may be
considered harassment or discrimination to another individual. Jokes should not
be forwarded around the workplace as they may be considered offensive to
another person on sexual, religious or ethnic grounds.
o Not opening emails that are suspect, or when you do not know who has sent the
email. Delete the message immediately and advise your ICT support personnel
(do not forward the message).
o Saving messages so they can be recalled efficiently if needed
o Using good email etiquette which includes basic courtesy, respect and ethics
o Ensuring the email address is correct when sending an email
o Do not include any fancy backgrounds or large pictures as not every recipient will
want to or be able to view them. These additions also significantly increase the
size of the email file.
o Check your message before sending to ensure the spelling and grammar are
correct as it improves the professionalism of your message.

Page 22 of 32

AQF Level 3
Unit purpose This unit covers using computers and associated devices
and office technology to achieve outcomes required in the
workplace.
Resource
implications
The trainee and trainer should have access to necessary
documentation and resources commonly used in the
workplace.

Assessment Information

Submission of Evidence
An assessment of competency is dependant upon the submission of sufficient
evidence that supports your underpinning knowledge and ability to perform the
tasks relating to the learning outcomes and performance criteria described for
this module.

Reading
You might choose to undertake additional reading in order to supplement your
skills and knowledge of related material for this module. University, TAFE and
public libraries, the internet, large bookstores, industry magazines and
publications and your workplace may have suitable reading materials.

Competency Assessment Map
The activities, assessment questions and projects in this workbook have been
mapped, on the following pages, against the learning outcomes and performance
criteria for this module. They are not intended to provide, by themselves, a
complete assessment.

Final Assessment
You are required to submit to your assessor:
o The completed activities from the sections of this workbook
o The completed assessment questions
o The completed assessment projects
o Verbal answers for the set of oral questions included herein
o The completed and signed supervisor report included herein
o Any other evidence required by your assessor.

Financial Services Training
Final Assessment
FNSICGEN302B
Page 23 of 32

Range Statement
As this program may be conducted in a wide range of businesses and can cover a
variety of jobs the Range Statement helps you work out how this unit applies to your
own job.
Computing equipment, associated
devices may include:
computers
scanners
printers
modems
CD burners
Other equipment may include:
photocopiers
facsimile machines
telephones
Organisational procedures may be
related to:
privacy and security of documents
and files
safe storage procedures
administration systems
access procedures
maintenance procedures
Appropriate software may include:
word processing
spreadsheets
databases
accounting programs
email and internet programs
specific financial industry programs
programs built or customised for a
particular company
Standard procedures may include:
procedures for changing and saving
information
guidance on file naming and saving
document format (eg reports,
letters, memos, applications, formal
financial documents)
Appropriate storage may include:
electronic procedures for storage in
directories, sub directories, back-up
copies
storage on compact disks, hard or
floppy disks, backup systems
filing of hard copies of correspondence,
computer generated documents
Legislation or regulations and codes of
conduct may include:
Consumer Credit Code
Privacy Act
Financial Services Reform Act (FSRA)
Electronic Funds Transfer (EFT) Codes
of Conduct
Financial Transactions Reports Act
industry codes of practice
Routine maintenance may include:
changing toners
cleaning various parts of equipment
replacing consumables
checking when professional servicing is
required (possibly under warranty)
Technical assistance may include:
computer help desk personnel
managers and supervisors
designated technology assistance staff
external staff employed by
manufacturer of the equipment or
software supplier
staff from specialist computer support
companies
Consumables may include:
ink or toner cartridges
paper
fax cartridges

Page 24 of 32

Competency Assessment Map
Element Performance criteria Assessed by: Other assessment
methods used
Clarify the function
that the equipment
fulfils
Computing equipment, associated devices and
other equipment used in the workplace are
identified
Oral Q. 1
Written Q. 4
Project 3

Functions of the computer equipment, associated
devices and other equipment and the outcomes
they are used to achieve are determined
Oral Q. 1
Written Q. 4
Project 3

Access and enter
information from/into
the computer
Organisational procedures for accessing computer
based equipment are followed
Oral Q. 2
Written Q. 1
Project 1

The computer system is navigated to find the
required program/file
Oral Q. 7
Written Q. 13
Project 1

Appropriate software, including custom built
software, is selected
Oral Q. 8
Written Q. 2 and 3
Projects 1 and 4

The program/file is opened and the required data is
identified
Oral Q. 7
Written Q. 14
Project 1

Data is entered, changed or removed as needed Oral Q. 7
Written Q. 14
Project 3

Files are checked for accuracy Oral Q. 6
Written Q. 16
Project 3

Internet/intranet searching and sending and
receiving of emails is undertaken and relevant
information or files are saved as required
Oral Q. 6
Written Q. 3, 15
Project 4

Save files/data and
produce computer
reports as required
Files/data are saved following standard procedures
prior to exiting the computer equipment
Oral Q. 4 and 6
Written Q. 10, 11
and 12
Project 1

Reports and document are produced Oral Q. 7
Written Q. 3
Project 1

Data and documents are appropriately stored as
required
Oral Q. 4 and 7
Written Q. 16
Project 1

Procedures for shutting down computers are
followed
Oral Q. 6
Written Q. 8
Project 1

Equipment and data is secured as required by the
organisations policies and procedures and/or as
required by legislation or regulations and codes of
conduct
Oral Q. 2
Written Q. 9 and
11
Project 3

Use manuals and
online help to solve
computing problems
Manuals, training notes, or company documentation
are used to solve problems
Oral Q. 2
Written Q. 5 and 6
Project 2

Online help is accessed to solve problems Oral Q. 5
Written Q. 5
Project 2

Undertake routine
maintenance of
computers and
associated devices
Routine maintenance tasks are carried out
according to manufacturers instructions
Oral Q. 3
Written Q. 7
Project 3

Technical assistance is sought as necessary Oral Q. 5
Written Q. 5 and 6
Project 5

Use and maintain
other workplace
equipment
Other equipment is used to achieve workplace
outcomes as required
Oral Q. 2
Written Q. 4
Project 3

Routine maintenance is carried out or organised in
line with manufacturers instructions
Oral Q. 3
Written Q. 7
Project 3

Consumables for office equipment are used and
replaced as required
Oral Q. 3
Written Q. 17
Project 5

Page 25 of 32

Assessment Strategy : Oral Questions
You are required to answer the following questions orally. Your trainer/ assessor will
write your responses in the space provided.
1. Outline the functions of the different
office equipment available in your
workplace.

2. What are the organizational policies
and procedures for the use of office
equipment in your workplace?

3. Explain the routine maintenance
requirements of office equipment.

4. Describe the workplace procedure to
save files to the computer system.

5. What process would you use if you
needed assistance to complete a task
given to you using office equipment?

6. What steps can you take to ensure
you do not compromise data integrity
in the workplace?

7. Describe the advantages of entering
data into a computer system.

8. Name 4 different software programs
and their purposes.

Assessor signature Supervisor signature Date Date
Page 26 of 32

Assessment Strategy: Written Questions

1. What two (2) fields are required to be completed when logging on to the
network at work?

2.

Which program can you use to send and receive emails?

3. List three (3) different commercial programs you use on a regular basis and
describe what you use them for.

4. List the equipment and devices you use in your role and explain what you
use each for.

5. When an error appears on screen, who do you report this error to?

Page 27 of 32

6. What procedure does your company ask you to follow when you are
reporting IT issues?

7. Routine maintenance is a waste of the companys time and resources when
carried out accordingly to the manufacturers instructions. True or False.
Circle below.
True False

8. Describe the correct shutdown procedure for your workstation.

9. It is not necessary to secure equipment or computer systems. True or False.
Circle below.

True False

10. When you open an existing file and add data to it, then save the file for a
second time using the same filename, the computer makes a duplicate file?
True or False. Circle below.
True False

11. Why is it important to store your documents appropriately on the network or
computer?

12. What does the term data corruption mean?

13. Describe the process to search a network drive for an existing document.

Page 28 of 32

14 Describe the steps to open an existing document and add a picture to the
second page.

15. Describe the process to set up a new folder in your email system to save
training related emails.

16. How can you minimise loss of computer files and data?

17. List the consumables for office equipment that need to be replaced as they
are used up.

Page 29 of 32

Assessment Strategy: Project Tasks

All Projects must be completed

Project Task 1: Open two (2) documents from 2 different programs which you have
typed and saved. Print a copy of each for evidence to be given to the assessor.

Project Task 2: Using a word processing program, access the help file and print out
instructions on saving a file.

Project Task 3: Using a word processing program, insert a table and create a list of all
the different types of workplace equipment that you use, describe what you use it for,
record any routine maintenance that the equipment requires and list the workplace policy
to secure the equipment. (The following is an example.)

Equipment Name Description of Use Maintenance Security Measures
Photocopier Copy documents Carried out monthly
by Canon
Policy to use
photocopiers for
workplace purposes
only and to follow
workplace operating
instructions

Project Task 4: Send an email to the assessor with the documents from Projects 1 and
2 attached.
Date sent : __________________________

Project Task 5: Complete the following table for 5 different occasions when you have
needed to seek technical advice. The Consumables column requires a list of the
consumables for each piece of equipment.

Equipment
Name
Consumables Description of
Fault
Source of
advice
Resulting
Action

Note : If there is any confidential information, use white out or a black texta to hide the
details.
Page 30 of 32

Assessment Strategy : Workplace Performance / Demonstration
Assessor Checklist
Assessor to provide comment on workplace performance/demonstration and sign when
completed
Element Performance Criteria
Clarify the function that
the equipment fulfils
Computing equipment, associated devices and other
equipment used in the workplace are identified

Functions of the computer equipment, associated
devices and other equipment and the outcomes they
are used to achieve are determined

Access and enter
information from/into the
computer
Organisational procedures for accessing computer
based equipment are followed

The computer system is navigated to find the required
program/file

Appropriate software, including custom built software,
is selected

The program/file is opened and the required data is
identified

Data is entered, changed or removed as needed
Internet/intranet searching and sending and receiving
of emails is undertaken and relevant information or
files are saved as required

Save files/data and
produce computer reports
as required
Files/data are saved following standard procedures
prior to exiting the computer equipment

Data and documents are appropriately stored as
required

Procedures for shutting down computers are followed
Equipment and data is secured as required by the
organisations policies and procedures and/or as
required by legislation or regulations and codes of
conduct

Use manuals and online
help to solve computing
problems
Manuals, training notes, or company documentation
are used to solve problems

Undertake routine
maintenance of
computers and
associated devices
Routine maintenance tasks are carried out according to
manufacturers instructions


Use and maintain other
workplace equipment

Routine maintenance is carried out or organised in line
with manufacturers instructions


Assessor Name

Assessor Signature

Date
Assessment Strategy: Supervisor/ Third Party Report
Page 31 of 32

END OF ASSESSMENTS
Supervisor and participant to initial each performance criteria and supervisor to sign
declaration when completed
Element Performance Criteria Yes/
No
Context of the assessment
describe how and when the
participant demonstrated the
listed behaviours
Clarify the function that
the equipment fulfils
Computing equipment, associated devices and
other equipment used in the workplace are
identified

Functions of the computer equipment,
associated devices and other equipment and
the outcomes they are used to achieve are
determined

Access and enter
information from/into the
computer
Organisational procedures for accessing
computer based equipment are followed

The computer system is navigated to find the
required program/file

Appropriate software, including custom built
software, is selected

The program/file is opened and the required
data is identified

Data is entered, changed or removed as
needed


Internet/intranet searching and sending and
receiving of emails is undertaken and relevant
information or files are saved as required

Save files/data and
produce computer reports
as required
Files/data are saved following standard
procedures prior to exiting the computer
equipment


Data and documents are appropriately stored
as required

Procedures for shutting down computers are
followed

Equipment and data is secured as required by
the organisations policies and procedures
and/or as required by legislation or regulations
and codes of conduct

Use manuals and online
help to solve computing
problems
Manuals, training notes, or company
documentation are used to solve problems


Undertake routine
maintenance of
computers and
associated devices
Routine maintenance tasks are carried out
according to manufacturers instructions


Use and maintain other
workplace equipment

Routine maintenance is carried out or organised
in line with manufacturers instructions


Supervisor declaration

I confirm that has competently performed the duties associated
with the above elements and performance criteria consistently over a period of time and is
competent in the workplace requirements and procedures that relate to this national unit of
competency.

Supervisor signature

Date

Using Technology in The Workplace

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Course: Certificate III in Financial Services FNS30107

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