BSBTEC201 Use Business Software Applications - Assignment Task 2

Task summary and instructions
What is this assessment task about?	King Edward VII College is based in Melbourne and has been operating for 2 years. The College is growing, has recently employed new staff, and is also seeking to improve operational practices.   For this assessment, assume that you are an Administration Assistant and you report to the Operations Manager. Your duties in this role include planning and drafting a range of business communications. To make the complaints handling process as efficient as possible, a complaints flow chart is to be developed. It must follow the appropriate steps of complaint handling, but in a visual way. The flow chart must include text and images. All documents should follow the King Edward VII College Style Guide and be filed and named as set out in the filing and naming conventions. The intended audience for this document is the company’s staff, customers and other stakeholders, such as education agents.  Also, as part of the College’s growth, the Operations Manager has decided that an Annual Budget needs to be prepared each year. All of the company’s administrative staff and management will have access to the document. The Operations Manager has asked you to prepare a budget spreadsheet that includes the following worksheets: • Annual budget summary showing income and expenses for the year • Worksheet showing trends in yearly income and expenses • Charts comparing annual income and expenses for all 3 years of College’s operation  To complete this task, please refer to Appendix 1 – Scenario at the end of this assessment document. This task comprises of the following assessment methods: o   Product-based ☒ o   Direct observation of Role-Play ☒ o   Case Study ☐ o   Other (specify) ☐ It has been designed to evaluate your ability to: ·         Identify task purpose, audience, format and presentation requirements, and clarify with relevant personnel, where required ·         Select relevant technology and software applications to achieve requirements of the task ·         Adjust workspace, furniture and equipment to suit own ergonomic requirements ·         Identify and open application, according to task and organisational requirements ·         Enter information or data into application according to organisational requirements ·         Ensure information or data is checked and amended according to organisational and task requirements ·         Format information or data using appropriate application functions according to organisational and task requirements ·         Use relevant help functions to overcome simple issues Your assessor will be looking for demonstrated evidence of your competency in the above. You are required to address the following: ·         Task 2.1 Prepare to produce documents Review the scenario and associated documents and use a template to make a plan of the requirements for each of the documents Write an email to the operations manager to confirm understanding of the requirements and clarify any issues ·         Task 2.2 Create first draft of documents  Create the first draft of the budget spreadsheet Create the first draft of the customer complaint flow chart ·         Task 2.3 Meet with the operations manager o   Meet with the operations manager to demonstrate skills related to ergonomic work practices and using applications ·         Task 2.4 Create second draft of documents  o   Check information or data according to organisational and task requirements o   Create the second draft of the budget spreadsheet o   Create the second draft of the customer complaint flow chart
What do I need to do to complete this task satisfactorily?	·         submit the completed assessment tasks, according to instructions,   ·         complete the tasks with sufficient detail and present them in a professional manner, ·         use your own words and reference sources appropriately, ·         meet the word count where required, ·         use the scenario provided, ·         use the templates provided where required, ·         for your performance to be deemed satisfactory in this assessment task you must satisfactorily address all of the assessment criteria, ·         if part of this task is not satisfactorily completed you will be asked to complete further assessment to demonstrate satisfactory performance.
Specifications	You must deliver/participate in:   ·         Meeting with operations manager You must submit to GOALS ·         Documents requirements table ·         Clarification email  ·         First draft of the budget spreadsheet ·         First draft of the customer complaint flow chart ·         Observation Checklist for meeting with the Operations Manager ·         Checklist for documents ·         Second draft of the budget spreadsheet ·         Second draft of the customer complaint flow chart
Resources and equipment	•         Computer with Internet access   •         Access to Microsoft Office suites or similar software •         Learning material •         Scenario for assessment as provided •         Appendices as provided •         Relevant policies and procedures as provided •         Templates as provided
Re-submission opportunities	You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Complete the following activities:

Task 2.1 Prepare to produce documents

Review the assessment scenario and the organisation style guide in the appendices. When you are sure that you understand what is required of you, write a plan for each of the documents using the template provided below.

Template 1 – Document requirements table

Spreadsheet
Requirement	Details
Task Purpose
Audience
Presentation and formatting requirements
The most appropriate application to produce the document
Complaints flow chart document
Requirement	Details
Task Purpose
Audience
Presentation and formatting requirements
The most appropriate application to produce the document

Write an email to the operations manager confirming your understanding of what is required as set out in template 1. Make sure that your email follows the guidelines detailed in the style guide. 

If there are any issues regarding the task purpose, audience, presentation requirements, or regarding the task requirements, including layout and delivery timeline, you can use the email to ask questions and clarify those matters.

Write the email in the space provided below:

Task 2.2 Create first draft of documents 

1. Create the first draft of the budget spreadsheet.

Based on the scenario in the appendices and the data provided, prepare a budget spreadsheet that includes the following worksheets:

• Annual budget summary showing income and expenses for the current year (2019/20)
• Worksheet showing trends in yearly income and expenses
• Charts comparing annual income and expenses for all 3 years of College’s operation

Save the document as ‘Budget Spreadsheet – draft 1’ and file it according to the instructions in the style guide (see Appendix 2). Note: In order to do this, you will have to create the folders referred to in the style guide.

1. Create the first draft of the customer complaint flow chart.

Use the Customer Complaints Flow Chart Outline in Appendix 4 to help you develop a first draft of your complaints flow chart.

Each of the points listed describes a stage in the complaint handling process. They should be arranged roughly in an open circle, with arrows pointing from one stage to the next. Use the internet to find an appropriate image for each stage and use the software functions to find and format the arrows.

Save the document as ‘Complaint Flow Chart – draft 1’ and file it according to the instructions in the style guide (see Appendix 2).

Task 2.3 Meet with the operations manager

Schedule a time with the trainer and assessor in week 3 of the term and meet with the Operations Manager (played by your assessor) (20 minutes).

During the meeting, you are required to demonstrate effective communication skills as follows:

• Speaking clearly
• Use of appropriate style, tone and vocabulary
• Active listening skills
• Asking questions and listening to responses to clarify understanding

The meeting will be held at your workstation.

Demonstrate that you are able to adjust the workspace, furniture and equipment to suit your own ergonomic, work organisation and work health and safety (WHS) requirements, by performing the following:

• Adjust the height of the chair to an appropriate level
• Assume the correct posture and positioning of all parts of your body for working at a computer
• Correctly position the keyboard, mouse and computer screen to suit ergonomic and safety requirements

Demonstrate the required skills in using business software applications by performing the following:

For the budget spreadsheet:

• Show that the formulae you have entered into your spreadsheet are correct by calculating the totals for a data sample on a calculator.
• Show that you know how to use the help menu, as well as online help to access assistance in creating spreadsheets. Access the help menu information about how to create charts, as well as online help regarding how to create charts.
• Show that you can change the chart type and layout for any one of the charts you created.
• Show that you can name and store the spreadsheet appropriately in accordance with organisational requirements and exit the application without data loss

For the customer complaint flow chart:

Demonstrate that you are able to:

• Adjust the page layout as requested
• Enter text and images into the document and format them using the software system’s features

Note: the trainer and assessor will evaluate your performance during the meeting. Make sure to have familiarised yourself with the appendices at the end of this document prior to the meeting and to have created the first draft of the customer complaint flow chart and the budget spreadsheet.

If you are absent from class, it is your responsibility to make alternative arrangements with the trainer and assessor to meet and perform the Role-Play.

Task 2.4 Create second draft of documents 

1. Check information or data according to organisational and task requirements

Check the first draft of both documents against the requirements as established in the scenario, the style guide and the other documentation in the appendices. Use the checklist in Template 2 below to check the documents and make a note of any changes required.

Template 2 – Checklist for documents 

Spreadsheet
Requirement	Notes on changes required
Requirements of original brief are met (see Appendix 1)
Data is accurate
Presentation and formatting is suitable and effective
Requirements of style guide are met (see Appendix 2)
Any other ways the document can be improved
Complaints flow chart document
Requirement	Details
Requirements of original brief are met (see Appendices 1, 4 and 5)
Data is accurate
Presentation and formatting is suitable and effective
Requirements of style guide are met (see Appendix 2)
Any other ways the document can be improved

 

1. Create the second draft of the budget spreadsheet.

Based on the checks you have completed and documented in Template 2, revise draft 1 of the budget spreadsheet to create the second draft.

Save the document as ‘Budget Spreadsheet – draft 2’ and file it according to the instructions in the style guide (see Appendix 2).

1. Create the second draft of the customer complaint flow chart.

Based on the checks you have completed and documented in Template 2, revise draft 1 of the budget spreadsheet to create the second draft.

Save the document as ‘Complaint Flow Chart – draft 2’ and file it according to the instructions in the style guide (see Appendix 2).

References

Please include your references below: (Please refer to this referencing guide if needed or speak to your trainer for any specific referencing requirements for this assessment)

 Appendix 1 – Scenario

King Edward VII College is based in Melbourne and has been operating for 2 years. The College is growing, has recently employed new staff, and is also seeking to improve operational practices.

For this assessment, assume that you are an Administration Assistant and you report to the Operations Manager. Your duties in this role include planning and drafting a range of business communications.

To make the complaints handling process as efficient as possible, a complaints flow chart is to be developed. It must follow the appropriate steps of complaint handling, but in a visual way. The flow chart must include text and images.

All documents should follow the King Edward VII College Style Guide and be filed and named as set out in the filing and naming conventions.

The intended audience for this document is the company’s staff, customers and other stakeholders, such as education agents.  

As part of the College’s growth, the Operations Manager has decided that an Annual Budget needs to be prepared each year. All of the company’s administrative staff and management will have access to the document.

The Operations Manager has asked you to prepare a budget spreadsheet that includes the following worksheets:

• Annual budget summary showing income and expenses for the year
• Worksheet showing trends in yearly income and expenses
• Charts comparing annual income and expenses for all 3 years of College’s operation

Spreadsheet data:

Itemised Figures for 2019/20

Income:

Certificate III in International Trade: $75,000       

Certificate IV in International Trade: $125,000      

Diploma of International Trade: $150,000

Total: $350,000.00

Expenses:

Accounting fees: $12,000               

Advertising fees: $10,000             

Computer Software: $1,000          

Electricity: $1,500                       

Insurance: $4,800                      

Internet: $1,300                         

Office Supplies: $2,700                

Printing: $2,200                         

Rent: $60,000                            

Repairs and Maintenance: $3,200   

Salaries: $195,000                      

Superannuation expenses: $20,000

Telephone: $2,500                      

Travel: $2,100

Total: $318,300.00                      

Annual Data

2017/18

total income: 200,000.00   

total expenses: 180,000.00

2018/19

total income:  310,000  

total expenses: 280,000.00

2019/20

total income: 350,000   

total expenses: 318,300.00

Appendix 2 – Style Guide

Purpose

The purpose of this document is to help individuals and departments to develop and file company documentation that is consistent with the King Edward VII College corporate style.

This document explains the style to be applied to company documentation together with information on typography, and advice for writing and producing documents, as well as filing documents.

It is recognised that there will be documentation which is outside these guidelines, but the general format should be followed wherever possible.

Writing Style

Composition should be concise, friendly, and professional in keeping with the mission statement of King Edward VII College. Documents should be visually appealing and use unambiguous language.

Standard Operating Environment

King Edward VII College’s standard operating environment (SOE) is Microsoft Windows.

Hyperlinks

Hyperlinks may be either:

Internet hyperlinks which take the reader to a web site if a modem is in use. Internet hyperlinks must begin with https://

Word hyperlinks appear as normal text in a printed document, but in an electronic document are distinguished by the mouse cursor turning into the “pointing hand” shape.

Templates

There is not one standard template for documents at King Edward VII College, and writers may use their own formats for documents as long as the following style guide is followed.

Note that all letters sent to external parties must be signed by the senior manager of King Edward VII College.

Page Layout

Only A4 paper is to be used for documents. Generally, portrait orientation should be used, with landscape orientation being used in longer documents where appropriate. 

Headers and footers

Headers

Headers are used for all documents of more than one page. They contain the title of the document and the title of the current section (if applicable).

Footers

Footers are used for all documents (except for letters and emails) and must contain the filename, the version of the document, the date and the page number.

Document Style Guide

The standard font for all King Edward VII College documents is Tahoma 11pt. Headings should be bolded with Heading 1 in 14pt and Heading 2 in 12 pt.

Spacing should be 1.5 lines.

Images should be used sparingly and fit well with the text of the document. Overall appearance should be elegant and professional.

Email Style Guidelines

All emails should be written as follows:

• Write a clear subject line.
• Use greeting and closing as you would in a letter. For clients, use their first name or Mr or Mrs if preferred. End the email with Yours Sincerely.
• For staff, use first names and use Kind Regards in closing. Where the email is to all staff use “Dear All”.
• Make the email easy to read. Use short paragraphs and insert blank lines between each paragraphs. Use bullet points if applicable.
• Keep the email brief.
• Proof read the email. Run the spell check and check the document yourself too for spelling and grammar.

Spreadsheet Style Guidelines

General presentation requirements are as follows:

• Company name included in every spreadsheet
• Standard font is: Tahoma 10 pt.
• If a worksheet is to be printed out, ensure that all of the information is presented comfortably on the page. Use as few pages as possible without the data becoming too small to read.

Worksheet format

• Colours should be used to distinguish headings from data.
• If charts are included, use the colour scheme suggested by Excel.
• If a chart is to contrast actual from projected values, colours should be used to help differentiate between the two periods.

Presentation Style Guidelines

Length

• Match the number of content slides to the length of the presentation. For example, if the presentation is to run for 10 minutes, 8 to 10 slides would be appropriate. For 15 minutes, 12 to 15 slides; 20 minutes, 15 to 18 slides.

Organisation

• Use a title slide with the name of the presentation. 
• The next section shows the body or content of the presentation.

Graphics/Images

• Use variety in slides. a combination of bullets, images, graphs, tables and charts should be used.
• Use logos, clip art, photos, web links, etc. to enhance the style of your presentation, but not to the extent that it overshadows the content.
• Keep slide animation to a minimum. A little animation to reveal and emphasize key points is fine, but too much animation is distracting.

Colour Scheme

• Use a light background and a dark font colour for high contrast and visual impact.

Text

• You don’t have to say everything on your slides
• Use one font on all slides for consistency. 
• Select a crisp, familiar font such as Times New Roman.
• Keep the font on your slides size 20 or greater. Any smaller and it is difficult to read the text when projected in the classroom. 
• Begin all sentences and bullets with a capital letter.
• Check your slides for typos
• Use a descriptive title for each slide.
• Indicate the source of the information and/or data in the slide if applicable.

Handout masters

• Generally, handout masters should be created using three slides per page.
• Add a header and footer when using handout masters if required.

Printing

• Printing must be double-sided where possible.

Filing

• Presentations must be filed in the presentations folder and titled according to the content. The version and date should also be included in the file’s title.

Filing

All documents must be filed in the appropriate folder on King Edward VII College’s computer system. 

Files must be named according to the file type e.g. Invoice 123.

Current folders are:

Administration

Correspondence

Invoicing

Purchase orders

Accounting and budget documents

Marketing

Flyers

Special offers

Customer correspondence

Staffing

Staff files

Human resources policies and procedures

Newsletters (file by month)

General Policies and procedures

Record keeping policies and procedure

Complaints handling policy and procedure

Supporting forms and templates

All other policies and procedures 

If there is no relevant folder, staff should create a new folder.

Privacy

King Edward VII College complies with the Privacy Act 1988 and the Australian Privacy Principles.

When providing services, King Edward VII College will usually collect personal information including the client’s name, address and contact details and information specific to the service being delivered.

King Edward VII College will treat all client personal information confidentially and will not disclose any details to another person or organisation. 

Access to information is restricted to the relevant authorised staff.

Information deemed inaccurate, irrelevant or out of date is destroyed.

Copyright

Copyright must be taken into account. If a report or article is to be included, make sure you acknowledge the author and/or source of the publication.

Appendix 3 – King Edward VII College WHS policy

In order to ensure a healthy and safe working environment, King Edward VII College will:

• establish a safe and healthy workplace
• ensure compliance with all relevant legislation
• provide written procedures and instructions for safe working practices and material safety data sheets (MSDS) where required
• provide appropriate support, instruction, training and supervision to employees to ensure safe working practices
• consult employees and affected persons on health and safety issues
• set and monitor clear performance goals for prevention and lessening of illnesses and injuries in the workplace for employees, contractors and visitors (including clients and volunteers)
• detect hazards leading to assessment and appropriate control activities for all risks in the workplace
• commit to participation in workplace health and safety matters by all senior managers, line managers, supervisors and staff (including employee representatives)
• access and provide appropriate information relating to working safely and the training required for organisational employees to carry out their duties in a safe manner
• establish and commit to a health and safety management system and
  continual improvement including internal/external audits and systematic management review.

Appendix 4 – Customer Complaints Flow Chart Outline

Customer files a complaint.

Staff member records this in complaint form and in complaints register.

Complaint acknowledged within 2 business days

Responsible staff member is notified

Responsible staff member reviews the case and defines appropriate actions

Responsible staff member implements the action with team 

Customer is notified of complaint resolution result

Appendix 5 – Complaint Handling Policy and Procedures

Policy Purpose

We value complaints, as they help us to improve the quality of our service.

This policy has been designed to assist both customers and staff.

King Edward VII College is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally.

Our complaint handling policy and procedure is included on our web site. 

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business.

Recording complaints

All complaints made, verbal or written, will be recorded in our complaints form at the time the complaint is made, or as soon as possible afterwards. The complaint will be recorded by the staff member who took the details.

Alternatively, customers can download our complaint form from our web site and complete it themselves.

When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date. 

Details of all communication with the customer and any actions to resolve the complaint will be recorded in the same place.

All complaints will also be entered into the company’s complaint register which will be reviewed at quarterly management meetings to discuss continuous improvement and preventative measures.

All complaints will be actioned by the Student services manager or in complex matters, referred to more senior management.

Customers’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent.

Informing customers of progress

We strive to resolve all complaints within 10 business days of receipt. Written complaints will be acknowledged within 2 business days.

Customers will be given an indication of the timeframe at the time they make their complaint and a more accurate timeframe for the resolution of the complaint in the acknowledgement. Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

A standard letter will be provided advising of the outcome of the complaint.

Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled. 

Responding to complaints

All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. 

If appropriate to the complaint, frontline staff can resolve a complaint immediately. The complaint will still be recorded.

If the complaint can’t be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

Escalation of complaints

If a complaint cannot be resolved by the usual complaint process, it should be referred to senior management and the customer will be informed and given an amended timeframe for resolution.

If we cannot resolve the complaint to the customer’s satisfaction, we will inform them about where they can take further action e.g. the Commonwealth or state Ombudsman, The Tertiary Education Quality and Standards Agency, etc .