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Unit of competency details

BSBCUE301 - Use multiple information systems (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCCO301B - Use multiple information systemsUpdated to meet Standards for Training Packages Code changed to reflect industry practice 24/Mar/2015
Is superseded by BSBTEC201 - Use business software applications 18/Oct/2020

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015


Training packages that include this unit

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnRelease
FNS42015 - Certificate IV in Banking ServicesCertificate IV in Banking Services1-2 
PUA30819 - Certificate III in Public Safety (Emergency Communications Centre Operations)Certificate III in Public Safety (Emergency Communications Centre Operations)
BSB20215 - Certificate II in Customer EngagementCertificate II in Customer Engagement1-2 
FNS42020 - Certificate IV in Banking ServicesCertificate IV in Banking Services
FWP30616 - Certificate III in Timber MerchandisingCertificate III in Timber Merchandising
HLT40113 - Certificate IV in Aboriginal and/or Torres Strait Islander Primary Health CareCertificate IV in Aboriginal and/or Torres Strait Islander Primary Health Care4-5 
SIR30316 - Certificate III in Business to Business SalesCertificate III in Business to Business Sales
BSB30215 - Certificate III in Customer EngagementCertificate III in Customer Engagement1-5 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080901 Secretarial And Clerical Studies  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080901 Secretarial And Clerical Studies  30/Jul/2015 
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Unit Of competency

Modification History

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information.

It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Stakeholder Relations – Customer Engagement

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Access a range of information systems

1.1 Efficiently logon to information systems

1.2 Navigate screens efficiently to locate displays and information relevant to role

1.3 Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information

1.4 Manage use of information systems efficiently according to organisational requirements

2 Process customer information using multiple information systems

2.1 Analyse customer enquiry to identify information needs

2.2 Identify information systems required to satisfy information needs

2.3 Use information systems according to organisational processes to complete customer enquiry or transaction

2.4 Record customer information in information systems to complete customer enquiry or transaction

2.5 Use the shortest reasonable pathways to navigate between and within information systems

2.6 Maintain contact and communication with customer while operating information systems

2.7 Verify information with customer to complete transaction

3 Identify and rectify information system and processing errors

3.1 Identify errors in information system, relevant to role

3.2 Analyse errors for impact on information system and customers

3.3 Identify source of errors, where possible

3.4 Consult with stakeholders to identify actions to rectify errors

3.5 Arrange rectification and confirm amendments are accurate

3.6 Inform customers of errors and take necessary action

3.7 Identify information system faults and notify relevant personnel according to policy

3.8 Recommend procedural change according to policy

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Performance 

Criteria 

Description 

Reading

2.1, 3.5

  • Recognises and interprets information to determine and confirm customer requirements

Writing

2.4, 3.7

  • Records information accurately using clear language and appropriate terminology

Oral Communication

2.1, 2.6, 2.7, 3.4-3.6

  • Articulates requirements clearly using specific and relevant language suitable to audience
  • Uses appropriate tone, pace and listening and questioning to elicit information and confirm understanding

Navigate the world of work

1.4, 2.3, 3.7, 3.8

  • Recognises and follows explicit organisational policies and procedures when using information systems, notifying faults and making recommendations for change

Interact with others

2.6, 2.7, 3.4, 3.6, 3.7

  • Identifies and follows accepted communication practices and protocols when collecting, providing and verifying information in a service context or in consultation with colleagues and stakeholders

Get the work done

1.1-1.3, 2.1, 2.2, 2.5, 3.1-3.3, 3.5, 3.7

  • Selects from a range of predetermined options in routine customer inquiry situations, identifying and taking some situational factors into account
  • Recognises and takes responsibility for identifying and addressing information system errors and their sources
  • Uses familiar digital systems and tools to access, organise, analyse, display and amend information
  • Recognises some general design and operating principles of digital tools and uses these when troubleshooting

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE301 Use multiple information systems

BSBCCO301B Use multiple information systems

Updated to meet Standards for Training Packages

Code changed to reflect industry practice

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

This version first released with Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • access, use and manage information systems to organisational requirements
  • navigate systems to locate information required to complete customer inquiry or transaction
  • identify and rectify information system and processing errors to established procedures and policies
  • provide service to customers in accordance with organisational and regulatory requirements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • explain computer and system troubleshooting principles
  • identify enterprise business systems and operating platforms relevant to role
  • identify enterprise policies, procedures and guidelines regarding use and security of information systems
  • explain operation of social networking websites
  • explain escalation process for reporting information technology issues.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the stakeholder relations – customer engagement field of work and include access to:

  • relevant standards and guidelines for use of systems
  • workplace information and data
  • quality assurance and system user error reports
  • troubleshooting and escalation reports
  • a work environment to observe operation of systems.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10