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Unit:
FNSICGEN302B
ie
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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
Glossary of Symbols
Activity Tool
Write Notes
Printout
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
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7 7 8 9 9 9
SECTION 3:
Use Technology Faults
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11 11 12 12 12
SECTION 4:
Software Data Storage
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14 15
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ASSESSMENT
PART A: PART. B. Written (Question and Answers) Practical Exercise / Evidence
22
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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.
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
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
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
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.
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.
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
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
Section 3:
Use 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.
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?
Section 4:
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
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
Documents
Microsoft Word
Write Notes
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
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)
d)
Why is it important to open your document with the correct program and why is it necessary to check the content for accuracy?
False
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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.
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.
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
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
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
2. What are the organizational policies and procedures for the use of office equipment in your workplace?
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?
Assessor signature
Supervisor signature
Date
Date
2.
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?
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?
13. Describe the process to search a network drive for an existing document.
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.
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.
FNSICGEN302B Use Technology in the Workplace. Version 2.0, May 2008 Page 29 of 32
Use manuals and online help to solve computing problems Undertake routine maintenance of computers and associated devices Use and maintain other workplace equipment
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
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