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Level 3 Course Notes

Unit:

FNSICGEN302B

Use Technology in the Workplace


Course: Certificate III in Financial Services FNS30107
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

Student Name: Trainer Name:

ie

Ph: 1800 880 182 Ph: (03) 9897 3666 Fax: (03) 9897 3699

Trainer Contact Details:

Inner Eastern Group Training Inc.

Copyright warning This product is copyrighted to ie Inner Eastern Group Training Inc. (ABN 86 867 080 226) Inner Eastern Group Training owns all copyright in its products. Except as permitted by the Copyright Act 1968 (Cth) or unless you have obtained the specific written permission of Inner Eastern Group Training, you must not: reproduce or photocopy this product in whole or in part publish this product in whole or in part cause this product in whole or in part to be transmitted store this product in whole or in part in a retrieval system including a computer record this product in whole or in part either electronically or mechanically resell this product in whole or in part. Inner Eastern Group Training: invests significant time and resources in creating its original products protects its copyright material will enforce its rights in copyright material reserves its legal rights to claim its loss and damage or an account of profits made resulting from infringements of its copyright.

Using Technology in the Workplace

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.

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Using Technology in the Workplace

Table of Contents
SECTION 1:
Prerequisites What do I have to do? How do I know if I have passed? And what if I fail? Questions? Unit overview Learning Outcome for FNSICGEN302B

CERTIFICATE OVERVIEW

5
5 5 5 5 6 6

SECTION 2:
Technology

UTILIZE OFFICE TECHNOLOGY

7
7 7 8 9 9 9

Technology Restrictions Keyboard Skills Effectiveness of Technology Access Technology Consumables

SECTION 3:
Use Technology Faults

MAINTAIN OFFICE TECHNOLOGY

11
11 11 12 12 12

Maintenance and Security Technical Support Help

SECTION 4:
Software Data Storage

USE APPROPRIATE SOFTWARE

14
14 15
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FNSICGEN302B Use Technology in the Workplace.

Using Technology in the Workplace

Retrieving the Data Exiting Programs Corruption

16 17 17

ASSESSMENT
PART A: PART. B. Written (Question and Answers) Practical Exercise / Evidence

22
Error! Bookmark not defined. Error! Bookmark not defined.

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Using Technology in the Workplace

Section 1:
Prerequisites

Certificate Overview

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.

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Using Technology in the Workplace

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 FNSICGEN302B /01 Element Name 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

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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:
Technology

Utilise Office 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 Facsimile machine Printers Scanners CD Burners Computers Photocopier Data Projectors Modems 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.

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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.

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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

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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

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Section 3:
Use Technology

Maintain Office 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. Source Adjust the monitor so it does not hurt your neck. simonsayssoftware.com.au/.../workstation1.gif 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.

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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.
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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?

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Section 4:
Software

Use Appropriate 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 Microsoft Word o o o o o Letters Memos Faxes Small Databases Budgets Calendars Cards Brochures Cheques Purchase Orders Reports Materials Produced o o o o o Microsoft Publisher o o o o o o o o o o o o o o o o o o Contracts Tenders Books Spreadsheets of Data Lists Newsletters Flyers Lists Journals

Microsoft Excel

MYOB

ACT

Customer Contact Details Recording of phone conversations Reports Lists Large Databases Queries on data Flyers Brochures o o o o Reports Lists Business Cards Cards

Filemaker Pagemaker

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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. Folders
Name of File

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

The Drive

Program Extension

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

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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 My Computer Windows Explorer Method On the desktop is an icon called My Computer. Left double click to open the directory structure. 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 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. Left click onto the Start menu Left click on Documents Left click on the document name you wish to open. 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.

Find Files or Folder

Documents

Microsoft Word

Write Notes

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

Method 2. Click on File from the menu bar. Select Exit from the list.

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

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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.

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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?

The ? question mark can be used in file names True


FNSICGEN302B Use Technology in the Workplace.

False
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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.

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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.

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Using Technology in the Workplace Financial Services Training Final Assessment Using Technology in the Workplace FNSICGEN302B
AQF Level 3 Unit purpose This unit covers using computers and associated devices and office technology to achieve outcomes required in the workplace. Resource The trainee and trainer should have access to necessary implications 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.

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Using Technology in the Workplace 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 storage on compact disks, hard or devices may include: floppy disks, backup systems computers filing of hard copies of correspondence, computer generated documents scanners printers Legislation or regulations and codes of modems conduct may include: CD burners Consumer Credit Code 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
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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

Using Technology in the Workplace Competency Assessment Map


Element Clarify the function that the equipment fulfils Performance criteria 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 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 Assessed by: Oral Q. 1 Written Q. 4 Project 3 Oral Q. 1 Written Q. 4 Project 3 Oral Q. 2 Written Q. 1 Project 1 Oral Q. 7 Written Q. 13 Project 1 Oral Q. 8 Written Q. 2 and 3 Projects 1 and 4 Oral Q. 7 Written Q. 14 Project 1 Oral Q. 7 Written Q. 14 Project 3 Oral Q. 6 Written Q. 16 Project 3 Oral Q. 6 Written Q. 3, 15 Project 4 Oral Q. 4 and 6 Written Q. 10, 11 and 12 Project 1 Oral Q. 7 Written Q. 3 Project 1 Oral Q. 4 and 7 Written Q. 16 Project 1 Oral Q. 6 Written Q. 8 Project 1 Oral Q. 2 Written Q. 9 and 11 Project 3 Oral Q. 2 Written Q. 5 and 6 Project 2 Oral Q. 5 Written Q. 5 Project 2 Oral Q. 3 Written Q. 7 Project 3 Oral Q. 5 Written Q. 5 and 6 Project 5 Oral Q. 2 Written Q. 4 Project 3 Oral Q. 3 Written Q. 7 Project 3 Oral Q. 3 Written Q. 17 Project 5 Other assessment methods used

Access and enter information from/into the computer

Files are checked for accuracy

Save files/data and produce computer reports as required

Internet/intranet searching and sending and receiving of emails is undertaken and relevant information or files are saved 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 organisations policies and procedures and/or as required by legislation or regulations and codes of conduct Manuals, training notes, or company documentation are used to solve problems Online help is accessed to solve problems

Use manuals and online help to solve computing problems

Undertake routine maintenance of computers and associated devices

Routine maintenance tasks are carried out according to manufacturers instructions Technical assistance is sought as necessary

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 manufacturers instructions Consumables for office equipment are used and replaced as required

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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

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Using Technology in the Workplace 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?

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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 Describe the correct shutdown procedure for your workstation.

8.

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.

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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.

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Using Technology in the Workplace 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 Photocopier Description of Use Copy documents Maintenance Carried out monthly by Canon Security Measures 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.
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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 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 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 organisations policies and procedures and/or as required by legislation or regulations and codes of conduct Manuals, training notes, or company documentation are used to solve problems Online help is accessed to solve problems Routine maintenance tasks are carried out according to manufacturers instructions Technical assistance is sought as necessary Other equipment is used to achieve workplace outcomes as required Routine maintenance is carried out or organised in line with manufacturers instructions Consumables for office equipment are used and replaced as required

Access and enter information from/into the computer

Save files/data and produce computer reports as required

Use manuals and online help to solve computing problems Undertake routine maintenance of computers and associated devices Use and maintain other workplace equipment

Assessor Name Assessor Signature Date

Assessment Strategy: Supervisor/ Third Party Report


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Supervisor and participant to initial each performance criteria and supervisor to sign declaration when completed
Element
Clarify the function that the equipment fulfils

Performance Criteria
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 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 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 organisations policies and procedures and/or as required by legislation or regulations and codes of conduct Manuals, training notes, or company documentation are used to solve problems Online help is accessed to solve problems Routine maintenance tasks are carried out according to manufacturers instructions Technical assistance is sought as necessary Other equipment is used to achieve workplace outcomes as required Routine maintenance is carried out or organised in line with manufacturers instructions Consumables for office equipment are used and replaced as required

Yes/ No

Context of the assessment describe how and when the participant demonstrated the listed behaviours

Access and enter information from/into the computer

Save files/data and produce computer reports as required

Use manuals and online help to solve computing problems Undertake routine maintenance of computers and associated devices Use and maintain other workplace equipment

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
END OF ASSESSMENTS

Date

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