COMPETENCY BASED LEARNING MATERIAL

Sector: ELECTRONICS

Qualification: COMPUTER SYSTEMS SERVICING NCII

Unit of Competency: DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

Module Title: DEVELOPING AND UPDATING INDUSTRY KNOWLEDGE

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 (COMPUTER SYSTEMS SERVICING NCII)
COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

Develop and update Developing and updating TRS311201

1.
industry knowledge industry knowledge

Observe workplace hygiene Observing workplace hygiene TRS311202

2.
procedures procedures

Perform computer Performing computer TRS311203

3.
operations operations

Perform workplace and Performing workplace and TRS311204

4.
safety practices safety practices

Provide Effective customer Providing effective customer TRS311205

5.
service service

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UNIT OF COMPETENCY: DEVELOP AND UPDATE INDUSTRY

UNIT CODE: CSS311201

MODULE TITILE: DEVELOPING AND UPDATING INDUSTRY

MODULE DESCRIPTOR: This unit deals with the knowledge skills and attitudes required to
access, increase and update industry knowledge. It includes seek information on the
industry and update industry knowledge.

NOMINAL DURATION: 2 hours

QUALIFICATION LEVEL: NCII

PREREQUISITE: NONE

SUMMARY OF LEARNING OUTCOMES:

Upon the learning of this module, the trainee/student must be able to:

LO 1: Identify & access key sources of information on the industry

LO 2: Access, apply & share industry information

LO 3: Update continuously relevant industry knowledge

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LO 1: IDENTIFY & ACCESS KEY SOURCES OF INFORMATION ON THE
INDUSTRY

Assessment Criteria:

1. Sources of information on the industry are correctly identified and accessed.

2. Information to assist effective work performance is obtained in line with job
requirements.
3. Specific information on sector of work is accessed and updated.

Contents:

 Time management
 Ready skills needed to access industry information
 Basic competency skills needed to access the internet.

Condition:

 Writing materials
 Hand outs
 Visual aids

Methodology/Training Delivery:

 Lecture/Discussion
 Practical Demonstration

Assessment Method:

 Interview/questioning
 Demonstration
 Observing
 Portfolio of industry information related to trainee work.

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 LEARNING OUTCOME

LO1: IDENTIFY & ACCESS KEY SOURCES OF INFORMATION ON THE

INDUSTRY

Learning Activities Special Instructions

1. Read Information sheet 1.1.1-1

Maintain information system
The focus of this learning outcome is to
2. Answer Self-Check 1. 1.1-1 and
provide knowledge on how to maintain
Compare your answers with Answer
information system
Key 1.1.1-1.
The output of this learning outcome is for
you to be aware of the importance of each
usage. This material is based on the
session plan the trainers develop.

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 INFORMATION SHEET 1.1.1-1
MAINTAIN INFORMATION SYSTEM

After reading this INFORMATION SHEET you must be able:

 Good filing practices

Organisations establish filing systems to accommodate the type of records they need to
keep. These files need to be regularly updated and accurate to maintain the integrity of the
files. A business might establish a centralised filing system (all the records are kept in the
one place) or anon-centralised system (departments within organisations have control of
their own records). These files may be paper-based (in filing cabinets) or electronically filed
(on computer systems), may be in fixed filing areas (filing cabinets or compactus units) or in
a portable filing system (so they can be moved from one area to another easily). Inactive or
dead files should either be destroyed or relocated to a storage area.

Staff need to know about the types of technology and equipment used in the organisation
and how it is used to organise information. Most organisations will train staff in their own
procedures for record keeping, filing systems and security procedures.

Files, records and information are in daily use throughout the office. New files are being
created and old files removed from both the system and file index, and information is
modified and updated within files.

Good filing practices for paper-based files include

 setting a regular time aside for filing

 removing paper clips or pins which might damage files

 mending any damage before filing

 attaching small documents to an A4 sheet before filing

 establishing new files rather than overfilling existing files

 avoiding the use of plastic covers

 returning files to the system as soon as possible

 paying attention to Occupational Health and Safety issues, e.g. closing filing cabinet
drawers when not in use, using a trolley when heavy or bulky items need to be
moved, using a ladder when retrieving files from a high location, not storing files
where they could overbalance or be tripped over.

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It is essential that computer operators understand the electronic file management
procedures of the organisation, such as how files are named and how folders (directories)
are used.

How workplace information is stored depends on the following:

 the amount of information to be stored - it is easier to store large amounts of

information on a computer database rather than a paper-based storage system. This
also enables many people to easily access the information, particularly if the
organisation is spread over a number of workplaces.

 the size of the workplace/organisation - relates to both the physical size and the
number of employees. A large workplace area has the potential for an adequate area
being available for filing cabinets or compactus units to store paper-based
information, whereas a small workplace area would tend to store more information
electronically or digitally. If the organisation has a large number of employees, the
method of storing information would depend on how many people need access to the
information and where these people were located in the workplace.

 how work is conducted - some business organisations are more electronically up-
to-date than others and have embraced the digital age, ensuring that more
information would be stored electronically rather than paper-based. If more
employees operate outside of the office, electronic storage of information and digital
communication would be preferred.

 the amount of storage space available - if storage space is limited, less paper files
can be stored. Inactive or dead files would need to be identified and disposed of in a
shorter period of time so storage space is used most effectively.

 how often records need to be accessed - those records used frequently would need
to be easily accessed, so would tend to be either centrally filed if paper-based if the
workplace area is relatively small or non-centrally to give access to the relevant
department; or digitally filed to enable all employees access whenever necessary.

 security required - confidential or sensitive paper-based information would need to

be filed in a secure area, either in locked filing cabinets or a locked room that few
people can access. Keys for both would be given only to those who have authority to
access the information. Electronic files would require passwords to restrict access
and regular backing-up of the information would be required in case of power failure
or computer viruses.

 cost of storage equipment - computer equipment is expensive and has to be

updated and maintained regularly whereas filing cabinets last a long time and tend
to be a one-off expense.

 protection from environmental effects - all files must be protected from damage
due to fire, flood etc.

Classification of information
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The most common types of classification for records and information are alphabetic,
numeric, alpha-numeric, geographic, subject, keyword and chronological.

Alphabetical
The most commonly used method of filing, the alphabetical system places files in
alphabetical order according to the customer or business name, e.g. the telephone book.
There are a number of rules to remember when using the alphabetic system.

 Disregard ‘joining’ words and titles such as “and”, “the”, “&”, “Mr”, “Sir”, “Dr”, “Miss”
etc

 Hyphenated or compound names are treated as one word. 

E.g. Jones-Smythe and van der Lynden are both indexed as one word.

 Initials come before names (in filing ‘nothing comes before something’). E.g. B
Thompson would be filed ahead of Brian Thompson.

 Company names are treated in the order they are written, except if they contain a
family name. E.g. Both Grace Bros and Robert E Grace & Sons are filed under
‘Grace’, but Robert would be filed under ‘Robert’.

 Abbreviations are treated as if the word was written in full.

St is indexed as Saint, Ltd as Limited. This means that St and Saint entries are
treated as if spelt the same way, and intersorted. Mac and Mc are also intersorted.
E.g. J McDonald would be filed ahead of John MacDonald.

 Numbers which are part of a business or company name are regarded as though
spelled. E.g. 24-7 is indexed as twentyfour seven.
Note: Computer filing systems will usually sort numbers before letters and would
file 24-7 before the ‘A’ entries in a database listing.

Filing rules can vary between organisations so staff should always check the procedures
and rules at a workplace.

Numerical
Each file or piece of information is filed in number order from lowest to highest and
according to:

 the number on the document e.g. Tax Invoice number

 the customer number, account number or membership number

 another numbering system e.g. Dewy decimal system used in libraries

Numerical systems are usually an indirect method of filing and need to be cross-referenced
to an alphabetical index. E.g. an alphabetical list of customer names showing their account
number.

Alpha-numeric systems combine both letters and numbers in a file reference number.

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Geographical
Information is indexed alphabetically according to geographical location. Australian States
and Territories are indexed first, followed by the city, town or suburb, then other
appropriate information, e.g. customer name.

Subject
Records are sorted according to the subject matter and filed alphabetically. This allows
information on the one topic or subject to be easily located.

Key word
A particular word is used as the subject classification and specific descriptors are also
allocated to further classify the information. Keyword systems are usually used in large
organisations where the keywords are specifically designated.

Chronological
Chronological filing is used in conjunction with other filing methods and involves sorting
records according to their date. In a client file for example, correspondence would be filed
with the most recent on top. Copies of purchase orders would be filed with the most
recently sent order on top.

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 SELF CHECK 1.1.1-1

Please read the questions carefully

1. What are the good filing practices

ANSWER SELF CHECK 1.1.1-1

Please read the questions carefully

1. What are the good filing practices

Answer:
 setting a regular time aside for filing
 removing paper clips or pins which might damage files

 mending any damage before filing

 attaching small documents to an A4 sheet before filing

 establishing new files rather than overfilling existing files

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  avoiding the use of plastic covers

 returning files to the system as soon as possible

 paying attention to Occupational Health and Safety issues, e.g. closing filing cabinet
drawers when not in use, using a trolley when heavy or bulky items need to be
moved, using a ladder when retrieving files from a high location, not storing files
where they could overbalance or be tripped over.

LO 2: ACCESS, APPLY & SHARE INDUSTRY INFORMATION

Assessment Criteria:

1. Informal and/or formal research is used to update general knowledge of the

industry.
2. Updated knowledge is shared with customers and colleagues as appropriate and
incorporated into day-to-day working activities.

Contents:

 Time management
 Ready skills needed to access industry information
 Basic competency skills needed to access the internet.

Condition:

 Writing materials
 Hand outs
 Visual aids

Methodology/Training Delivery:

 Lecture/Discussion
 Practical Demonstration

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Assessment Method:

 Interview/questioning
 Demonstration
 Observing
 Portfolio of industry information related to trainee work.

LEARNING OUTCOME

LO 2: ACCESS, APPLY & SHARE INDUSTRY INFORMATION

Learning Activities Special Instructions

1. Read Information sheet 1.1.2-1

storage information
2. Answer Self-Check 1.1. 2-1 and
Compare your answers with Answer
Key 1.1.2-1.
The focus of this learning outcome is to
provide knowledge on storage information
The output of this learning outcome is for
you to be aware of the importance of each
usage. This material is based on the
session plan the trainers develop.

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 INFORMATION SHEET 1.1.2-1
STORAGE INFORMATION

After reading this INFORMATION SHEET you must be able to

 Forms of paper base storage
 Inactive and dead files

Forms of paper based storage

Filing cabinets 3-drawer, 4-drawer, 2-drawer

Flat flat box file, horizontal plan file

Lever arch Binder

Suspension folders hanging files

Shelving lateral cabinets, compactus

Rotary storage double sided sections of shelving on a rotating base inside a

cabinet, to enable access to both sides of that section of
shelving by rotating it 180 degrees.

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Forms of electronic storage
Database For example, using Microsoft Access or Works

Computer files For example, using Microsoft Word or Excel files on hard or
floppy disk

Email For example Hotmail or Yahoo

Inactive or dead files

It is necessary to identify, record and store dead or inactive files in order to make way for
new files.

Organisations have procedures for routinely checking for dead or inactive records and
transferring them from the active filing system to secondary storage at regular intervals.

Once records have been identified as no longer active:

 some will be retained for a specific period of time, e.g. financial records are retained
for seven years as a legal requirement.
 some records, usually of historic value, will be retained indefinitely as archive files
(computer files may be compressed prior to archiving to minimise space required on
hard drive).

 some dead or inactive files can be immediately destroyed by shredding (if

confidential) or recycling.

 the file index will be updated to show current status of records on file, removing
dead files from the index. A records disposal register may also be maintained
showing when and which records have been removed from active storage.

Relocation of dead or inactive files may include:

 periodically archiving or deleting files – relocating them to secondary storage

elsewhere in the organisation or offsite (secondary storage)
 electronic storage of files (diskette, tape, CD-ROM, Zip files)

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  storing information, including printed and photographic materials on microfilm or
microfiche

 scanning information and storing electronically

 recycling or shredding.

New files

Steps in establishing a new file:

 identify the need to create a new file

 assign a file name or number

 prepare a hanging file or folder for paper based files or a sub directory or folder on
the computer for electronic files

 enter the new file in the file register or database

 enter the file into the file index if necessary

 gather items into the filing system in correct order

 store as appropriate

Reference and index systems

In order to maintain the integrity of the system, any reference or file index will need to be
updated regularly to show the current status of records on file. An out-of-date index system
will cause confusion and waste valuable time.

 Name changes or changes in file numbers or codes should be regularly maintained

and modified
 Dead files must be removed from the index

 A records disposal register may also be maintained showing which records have
been removed from active storage, when and with whose authorisation.

 Computer systems should be regularly checked and purged of dead or inactive files.

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 SELF CHECK 1.1.2-1

Please read the questions carefully

1. How to relocate inactive files?

2. Steps in establishing files

ANSWER KEY 1.1.2-1

Please read the questions carefully

1. How to relocate inactive files?

Answer:

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  periodically archiving or deleting files – relocating them to secondary storage
elsewhere in the organisation or offsite (secondary storage)
 electronic storage of files (diskette, tape, CD-ROM, Zip files
 storing information, including printed and photographic materials on microfilm or
microfiche
 scanning information and storing electronically
 recycling or shredding.

2. Steps in establishing files

Answer:
 identify the need to create a new file
 assign a file name or number

 prepare a hanging file or folder for paper based files or a sub directory or folder on
the computer for electronic files

 enter the new file in the file register or database

 enter the file into the file index if necessary

 gather items into the filing system in correct order

 store as appropriate

LO 3: UPDATE CONTINOUSLY RELEVANT INDUSTRY KNOWLEDGE

Assessment Criteria:

1. Informal and/or formal research is used to update general knowledge of the

industry.
2. Updated knowledge is shared with customers and colleagues as appropriate and
incorporated into day-to-day working activities.

Contents:

 Time management
 Ready skills needed to access industry information
 Basic competency skills needed to access the internet.

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Condition:

 Writing materials
 Hand outs
 Visual aids

Methodology/Training Delivery:

 Lecture/Discussion
 Practical Demonstration

Assessment Method:

 Interview/questioning
 Demonstration
 Observing
 Portfolio of industry information related to trainee work

LEARNING OUTCOME

LO 3: UPDATE CONTINOUSLY RELEVANT INDUSTRY KNOWLEDGE

Learning Activities Special Instructions

1. Read Information sheet 1.1.3-1

everyday workplace training
The focus of this learning outcome is to
provide knowledge on everyday workplace
training
2. Answer Self-Check 1. 1.3-1 and
Compare your answers with Answer The output of this learning outcome is for
Key 1.1.3-1. you to be aware of the importance of each
usage. This material is based on the
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 session plan the trainers develop.

INFORMATION SHEET 1.1.3-1

EVERYDAY WORKPLACE TRAINING

After reading this INFORMATION SHEET you must be able to

1. Per based teachers
2. Social collaboration tools
3. Flipped learning

Perhaps we need to change how we view education and training in the workplace.
Do you remember those divisions at universities and colleges called “lifelong learning
centers”? Their name was an attempt to remind all of us who had graduated and
gone on to work that learning should never stop.

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With today’s rapid, technologically interfaced work world, we now are reminded that
education and training are an everyday occurrence and will never end. It is reported
that technology-based independent learning now accounts for nearly one-third of all
workplace education and training.
Employers will continue to place a high value upon those employees with college-
level education. However, the challenge today is staying current. Today’s companies
will place even greater value upon those employees who continue to learn required,
updated knowledge and skills.
PEER-BASED TEACHERS
Our colleagues are probably the best teachers for cross-training transferable skills in
the workplace because they have “been there; done that.” They have evolved along
whatever skill, practice, or knowledge the learner needs to know. They remember
what it was like when they did not understand or know how to do what they now do.
Knowledge transfer will be a critical asset for companies to develop in the workplace.
Jane Bozarth, Ph.D., eLearning director, State of North Carolina, refers to this as
“learning out loud.” Each employee must see him or herself as knowledgeable and
with skill-based expertise. Instead of being considered just as repositories of
knowledge, employees must realize the wealth they bring to each team and their
organization and then teach what they know to others. We no longer can afford to
hoard what we have learned and hold back from sharing.

SOCIAL COLLABORATION TOOLS

One way to make sharing of knowledge and skills both practical and easy is through
using social collaboration tools. These online tools are essentially microblogs in
format, i.e., proprietary systems such as Chatter or Yammer, and are accessed via
browsers, desktop or mobile devices, and some by activity streams via social
networking sites. A secure internal tool is usually the best way to go to overcome
fear of being too open via social media. Microblogging, or short-form text updates,
via the Web is a common strategy for keeping everyone up to date and allowing
people to communicate ideas and collaborate on projects. These collaborative

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systems permit learning to happen in real time no matter where people are
geographically located.
The benefits from online collaboration tools are that people are more reachable and
can give immediate status updates, keeping all players up to speed. Customers’
needs are identified and met faster, and team members can be brought in to respond
and solve problems quickly. And microblogging collaboration tools also help to
reduce the number of e-mails, their redundancy, and the attachments that bog us
all down. And some of these systems have within their structure community forums
where individuals can come together to crowdsource the collective wisdom of
everyone online.
FLIPPED LEARNING
Flipped learning or teaching—also referred to as the flipped classroom—is another
approach to learning in the workplace. This blended learning model enables
employees to learn new content via online e-learning modules or from video
instruction, and then apply instruction or complete homework assignments with an
instructor providing more personalized insights and better transfer of learning.
Learning can happen on one’s own time and pace whether at work or at home.
Returning to apply the information taught, or working through specific problems on
the job with one’s peers or subject matter experts, it is a safe environment to make
learning an exploration rather than a dead end.
As learning professionals, it is important for the flipped classroom approach to
coordinate carefully the online learning and at-work application so there is a positive
experience of how employees interact with the courses taken.
MASSIVE OPEN ONLINE COURSES
Another innovative learning strategy is MOOCs—or Massive Open Online Courses.
Universities and academia have moved education and learning to a new level by
taking instruction online to large numbers of students with open access via the Web
and still providing interactive participation. Much of this interaction occurs through
peer forums in community discussions and with instructors providing
encouragement and assistance as needed.
The New York Times dubbed 2012 “The Year of the MOOC,” which has become one of

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 the hottest news topics in education. Most of these courses are presently free, and
MOOCs have opened the doors of major Ivy League universities to the masses. These
course have come about through well-
financed providers working with leading universities, including Udacity and
Coursera with Stanford University, and edX, founded by Massachusetts
Institute of Technology and Harvard University.
There are no statistics yet on differentiating whether learners are coming from
workplaces or have a strictly personal interest. However, collaboration of universities
with businesses soon must be on the horizon to keep our nation’s companies
competitive.
Learning on the job has made drastic changes of late. As leaders and L&D experts,
our job is to create the right kind of learning environment and provide the right
learning resources to foster better workplace learning.
In so doing, we then will always be ready to educate the learners in our
organizations.

SELF CHECK 1.1.3.1

Please read the questions carefully

1. What are the benefits of online collaboration?

2. What is flipped learning?

Answer:
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More reachable and can give immediate status updates, keeping all players up to speed.
Customers’ needs are identified and met faster, and team members can be brought in to
respond and solve problems quickly. And microblogging collaboration tools also help to
reduce the number of e-mails, their redundancy, and the attachments that bog us all down.
And some of these systems have within their structure community forums where
individuals can come together to crowdsource the collective wisdom of everyone online.

Answer:

is another approach to learning in the workplace. This blended learning model enables
employees to learn new content via online e-learning modules or from video instruction, and
then apply instruction or complete homework assignments with an instructor providing
more personalized insights and better transfer of learning

ANSWER KEY 1.1.3.1

Please read the questions carefully

1. What are the benefits of online collaboration?

Answer:

More reachable and can give immediate status updates, keeping all players up to speed.
Customers’ needs are identified and met faster, and team members can be brought in to
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respond and solve problems quickly. And microblogging collaboration tools also help to
reduce the number of e-mails, their redundancy, and the attachments that bog us all down.
And some of these systems have within their structure community forums where
individuals can come together to crowd source the collective wisdom of everyone online.

2. What is flipped learning?

Answer:

is another approach to learning in the workplace. This blended learning model enables
employees to learn new content via online e-learning modules or from video instruction, and
then apply instruction or complete homework assignments with an instructor providing
more personalized insights and better transfer of learning

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