BSBTEC201 Use Business Software Applications - Assignment Task 3

Task summary and instructions
What is this assessment task about?	This task builds on Task 2.   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. For this task you will be finalising and storing the documents. 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/competency in: ·         Review and edit final information or data, and prepare for storage in accordance with organisational and task requirements ·         Name and store document and exit application You are required to address the following: ·         Task 3 Finalise and store documents: o   Proofread documents and note required changes o   Create final draft of documents o   Write email to operations manager regarding final drafts o   Take screenshots showing organisation of files
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 submit to GOALS   ·         Notes regarding changes to documents ·         Final drafts of two documents ·         Email to operations manager outlining the documents and explaining how they meet requirements ·         Screenshots showing saved copies of files in relevant folders
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 3 Finalise Documents 

1. Proofread the two documents you created in task 2 and make notes regarding the changes that you will make, in the space below. You must identify at least three changes in each document.

Changes to spreadsheet Changes to flowchart

Based on your review of the documents, produce and submit the final drafts. Save the files as ‘Budget Spreadsheet – final draft’ and ‘Complaint Flow Chart – final draft’ and file them according to the instructions in the style guide (see Appendix 2).

1. Write an email to the operations manager to which the two documents would be attached. In the email, outline the contents of the documents and explain how they meet requirements. Ensure that your email complies with the requirements set out in the style guide.
2. Take screenshots showing the folders with the saved copies of the three drafts, to show that you have organised your work effectively. Paste the screen shots in the space below.

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 .