Federal Democratic Republic of Ethiopia OCCUPATIONAL STANDARD

BASIC CLERICAL WORKS NTQF Level I

Ministry of Education
August 2012

Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the policies and strategies of the Ethiopian Government, technology transformation by using international standards and international best practices as the basis, and, adopting, adapting and verifying them in the Ethiopian context is a pivotal element. TVET is given an important role with regard to technology transfer. The new paradigm in the outcome-based TVET system is the orientation at the current and anticipated future demand of the economy and the labor market. The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian National TVET-Strategy and an important factor within the context of the National TVET-Qualification Framework (NTQF). They are national Ethiopian standards, which define the occupational requirements and expected outcome related to a specific occupation without taking TVET delivery into account. This document details the mandatory format, sequencing, wording and layout for the Ethiopia Occupational Standard which comprised of Units of Competence. A Unit of Competence describes a distinct work activity. standard format that comprises: Occupational title and NTQF level Unit title Unit code Unit descriptor Elements and Performance criteria Variables and Range statement Evidence guide It is documented in a

Together all the parts of a Unit of Competence guide the assessor in determining whether the candidate is competent. The ensuing sections of this EOS document comprise a description of the occupation with all the key components of a Unit of Competence: chart with an overview of all Units of Competence for the respective level including the Unit Codes and the Unit Titles contents of each Unit of Competence (competence standard) occupational map providing the technical and vocational education and training (TVET) providers with information and important requirements to consider when designing training programs for this standards and for the individual, a career path

Page 2

of 36

UNIT OF COMPETENCE CHART Occupational Standard: Basic Clerical Works Occupational Code: EIS BCW NTQF Level I
EIS BCW1 01 0812 EIS BCW1 02 0812 EIS BCW1 03 0812

Participate in OHS Processes

Use Business Equipment and Resources

EIS BCW1 05 0812

Work Effectively in a Business Environment

EIS BCW104 0812

EIS BCW1 06 0812

Operate a Personal Computer

Develop Keyboard Skills

Create and Use Spreadsheets

EIS BCW1 07 0812

EIS BCW1 08 0812

EIS BCW1 09 0812

Plan Skills Development

Participate in Environmentally Sustainable Work Practices

EIS BCW1 11 0812

Organize and Complete Daily Work Activities

EIS BCW1 12 0812

EIS BCW1 10 0812

Receive and Respond to Workplace Communication

Work with Others

Demonstrate Work Values

EIS BCW1 13 0812

EIS BCW1 14 0812

EIS BCW1 13 0812

Apply Quality Standards

Develop Understanding of Entrepreneurship

Apply 5S Procedures

EIS BCW1 15 1012

Page 3

of 36

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor Participate in OHS Processes EIS BCW1 01 0812 This unit describes the performance outcomes, skills and knowledge required to participate in workplace occupational health and safety (OHS) processes to protect workers own health and safety, and that of others. Performance Criteria 1.1 Follow established safety procedures when conducting work 1.2 Carry out pre-start systems and equipment checks in accordance with workplace procedures 2.1 Identify designated persons for reporting queries and concerns about safety in the workplace 2.2 Identify existing and potential hazards in the workplace, report them to designated persons and record them in accordance with workplace procedures 2.3 Identify and implement workplace procedures and work instructions for controlling risks 2.4 Report emergency incidents and injuries to designated persons 3.1 Contribute to workplace meetings, inspections or other consultative activities 3.2 Raise OHS issues with designated persons in accordance with organizational procedures 3.3 Take actions to eliminate workplace hazards or to reduce risks 4.1 Identify and report emergency incidents 4.2 Follow organizational procedures for responding to emergency incidents Range completing required documentation local, state and federal legislation Materials Safety Data Sheets (MSDSs) National Health and Medical Research Council guidelines following OH&S guidelines relevant to workplace maintenance and use of cleaning apparatus in a work environment, such as; disposing of spilled substances, dangerous products, 'sharps' and waste correctly maintaining stocks of cleaning equipment (eg. disposable gloves, liquid repellent aprons, disinfectant) sterilizing and/or disposing of cleaning equipment using appropriate cleaning equipment to clean spillages and breakages
Page 4

Elements 1. Work safely 2. Implement workplace safety requirements

3. Participate in OHS consultative processes

4. Follow safety procedures Variable Safety procedures may include:

of 36

Designated persons may include:

Hazards may include anything which is a source of:

Risk is:

wearing protective clothing, protective eye wear when in contact with body fluids or chemicals that may splash using and storing toxic and hazardous materials correctly keeping workplace clean and tidy office practice manual displaying health and safety brochures, magazines and other material undergoing operator training when using new equipment or processes special guidelines in a medical setting designated health and safety officers health and safety representatives supervisors managers team leaders other persons authorised or nominated by the enterprise or industry potential harm in terms of human injury or ill health damage to property damage to the environment potential harm in terms of human injury or ill health including: toxic or hazardous materials hazardous work processes unsafe work practices hazardous equipment unstable personnel potential harm in a medical setting: blood breakage / spillage drug hold-ups needle sticks medical emergencies (eg. Falls, bleeding, seizures, fainting, collapses, panic attack, psychosis) spread of infection potential sources of infection: breakages contaminated waste patients with colds, flu and other infectious diseases sharps (e.g. needles, scalpel blades) spillage used dressings, bandages and equipment unsterilized/poorly sterilized equipment and work surfaces unwashed hands the chance of something occurring that will result in injury or damage
Page 5

of 36

Emergency incidents may include:

accidents emergency situations fire flood sudden illness incidents external threats

Critical aspects of Competence

Evidence of the following is essential: accurately following all relevant safety procedures identifying and reporting hazards to designated personnel knowledge of relevant health and safety legislation knowledge of relevant materials, equipment and work processes. Use Business Equipment and Resources EIS BCW1 02 0812 This unit describes the performance outcomes, skills and knowledge required to choose equipment and resources to complete a variety of tasks under direct supervision and includes operating equipment, undertaking routine maintenance and reporting faults to the appropriate person. Performance Criteria 1.1 Identify and access business equipment or resources required to complete task under direct instructions 1.2 Estimate quantities and resources correctly to complete the task 1.3 Check equipment for serviceability in accordance with equipment instructions 2.1 Operate equipment in accordance with manufacturer's specifications and under direct instructions 2.2 Identify equipment faults accurately and take action to ensure equipment is repaired in accordance with manufacturer's specifications 2.3 Report repairs outside area of own responsibility to appropriate persons 3.1 Maintain equipment or resources to support completion of tasks under direct instructions 3.2 Undertake maintenance to ensure equipment meets manufacturer's specifications 3.3 Maintain records concerning equipment or resources under direct instructions 3.4 Store equipment and resources under direct instructions
Page 6

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor

Elements 1. Select equipment or resources

2. Operate equipment

3. Maintain equipment or resources

of 36

Variable Business equipment may include:

Range answering machine binder fax machine photocopier printer telephone equipment facilities human resources OHS resources stock and supplies manufacturers guidelines OHS guidelines and procedures procedures manual training notes colleagues external organisations line management supervisor adding toner cleaning equipment regularly clearing paper jams organising service calls replacing paper equipment service call forms purchase orders service repair forms warranties

Resources may include:

Equipment instructions may include: Appropriate persons may include: Maintenance may include:

Records may include:

Critical aspects of Competence

Evidence of the following is essential: demonstrated application of appropriate maintenance procedures. knowledge of the functions of a range of business equipment operation of a range of business equipment.

Page 7

of 36

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor Work Effectively in a Business Environment EIS BCW1 03 0812 This unit describes the performance outcomes, skills and knowledge required to work effectively within a commercial or business environment. It includes identifying the rights and responsibilities of employees and employers and conducting business in accordance with the organizational goals, values and standards. Performance Criteria 1.1 Identify and read organisation's requirements and responsibilities and seek advice from appropriate persons, where necessary 1.2 Develop and utilise a current working knowledge and understanding of employee and employer rights and responsibilities 1.3 Comply with relevant duty of care, legal responsibilities and organisational goals and objectives 1.4 Identify roles and responsibilities of colleagues and immediate supervisors 1.5 Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels 1.6 Identify, recognise and follow behaviour that contributes to a safe work environment 2.1 Display courteous and helpful manners at all times 2.2 Complete allocated tasks as required 2.3 Seek assistance when difficulties arise 2.4 Use questioning techniques to clarify instructions or responsibilities 2.5 Identify and display a non-discriminatory attitude in all contacts with staff, management or clients 3.1 Identify work and personal priorities and achieve a balance between competing priorities 3.2 Apply time management strategies to work duties 3.3 Observe appropriate dress and behaviour as required by the workplace, job role or customer contact

Elements 1. Work within organisational requirements

2. Work in a team

3. Develop effective work habits

Page 8

of 36

Variable Organisation's requirements may include:

Range access and equity principles and practice anti-discrimination and related policy business and performance plans ethical standards goals, objectives, plans, systems and processes legal and organisation policies, guidelines and requirements OHS policies, procedures and programs quality and continuous improvement processes and standards colleagues external organisations line management supervisor those who have the authority to adjust plans attendance confidentiality and privacy of enterprise, client and colleague information knowing the terms and conditions of own employment obeying lawful orders protection from discrimination and sexual harassment punctuality right to union representation safety and care with respect to OHS responsibility of providing a safe environment free from discrimination and sexual harassment (refer to relevant state/territory and commonwealth anti-discrimination legislation) right to dismiss employees if employees are negligent, careless or cause an accident commit a criminal offence commit acts of disloyalty such as revealing confidential information organisational values and behaviours work procedures and quality assurance manuals and may be stated or implied by the way the organisation conducts its business including: business planning financial performance flexibility, responsiveness interpersonal communication marketing and customer service organizational values and behaviours people management work procedures and/or procedures manuals
Page 9

Appropriate persons may include:

Employee rights and responsibilities may include:

Employer rights and responsibilities may include:

Organisational goals and objectives may include:

of 36

Behaviour that contributes to a safe work environment may include:

Work and personal priorities may include:

Evidence Guide Critical aspects of Competence

discussing and negotiating problems and tasks with other team members identifying and reporting any risks or hazards listening to the ideas and opinions of others in the team sharing knowledge and skills solving problems as a team using business equipment according to guidelines work/life balance and other commitments, including: school/homework home/family/parties/friends other jobs culture disability

Evidence of the following is essential: identifying, locating and articulating the organisation's requirements including goals and values work that reflects the relationship between own role and organisational requirements knowledge of workplace procedures for upholding employee and employer rights and responsibilities. Operate a Personal Computer EIS BCW1 04 0812 This unit describes the performance outcomes, skills and knowledge required to start up a personal computer or business computer terminal; to correctly navigate the desktop environment; and to use a range of basic functions. Performance Criteria 1.1 Adjust workspace, furniture and equipment to suit user ergonomic requirements 1.2 Ensure work organisation meets organisational and occupational health and safety (OHS) requirements for computer operation 1.3 Start computer or log on according to user procedures 1.4 Identify basic functions and features using system information 1.5 Customise desktop configuration, if necessary, with assistance from appropriate persons 1.6 Use help functions as required 2.1 Open, close and access features by selecting correct desktop icons 2.2 Open, resize and close desktop windows by using correct window functions and roles 2.3 Create shortcuts from the desktop, if necessary, with assistance from appropriate persons
Page 10

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor

Elements 1. Start computer, system information and features

2. Navigate and manipulate desktop environment

of 36

3. Organize files using basic directory and folder structures

4. Print information

5. Shut down computer Variable Ergonomic requirements may include:

3.1 Create folders/subfolders with suitable names 3.2 Save files with suitable names in appropriate folders 3.3 Rename and move folders/subfolders and files as required 3.4 Identify folder/subfolder and file attributes 3.5 Move folders/subfolders and files using cut and paste, and drag and drop techniques 3.6 Save folders/subfolders and files to appropriate media where necessary 3.7 Search for folders/subfolders and files using appropriate software tools 3.8 Restore deleted folder/subfolders and files as necessary 4.1 Print information from installed printer 4.2 View progress of print jobs and delete as required 4.3 Change default printer if installed and required 5.1 Close all open applications 5.2 Shut-down computer according to user procedures Range avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout exercise breaks mix of repetitive and other activities rest periods visual display unit (VDU) eye testing OHS guidelines related to the use of the screen equipment, computing equipment and peripherals, ergonomic work stations, security procedures, customisation requirements statutory requirements directories/folders files network devices recycle bin and waste basket dates size

Work organisation may include:

Occupational health and safety requirements may include: Desktop icons include:

File attributes include:

Page 11

of 36

Appropriate media may include:

CDs diskettes local hard drive other locations on a network USB/ Flash/Thumb drives zip disks

Evidence Guide Critical aspects of Competence Evidence of the following is essential: navigation and manipulation of the desktop environment within the range of assigned workplace tasks knowledge of organisational requirements for simple documents and filing conventions application of simple keyboard functions to produce documents with a degree of speed and accuracy relevant to the level of responsibility required. Develop Keyboard Skills EIS BCW1 05 0812 This unit describes the performance outcomes, skills and knowledge required to develop basic keyboard skills using touch typing techniques. Performance Criteria 1.1 Adjust workspace, furniture and equipment to suit user ergonomic requirements 1.2 Ensure work organisation meets organisational and occupational health and safety (OHS) requirements for computer operation 2.1 Identify and apply keyboard functions for both alpha and numeric keyboard functions 2.2 Apply touch typing technique to complete a task 2.3 Develop speed and accuracy in accordance with workplace requirements for level of responsibility 3.1 Proofread document carefully to identify errors 3.2 Amend document, correct errors and complete a final accuracy check Range avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation
Page 12

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor

Elements 1. Use safe work practices

2. Identify and develop keyboard skills

3. Check accuracy

Variable Ergonomic requirements may include:

of 36

 Work organisation may include:

posture screen position workstation height and layout exercise breaks mix of repetitive and other activities rest periods visual display unit (VDU) eye testing level of competency of operator workplace requirements consistent with degree of experience of operator relevant to level of responsibility

Touch typing technique may vary according to: Speed and accuracy must be: Evidence Guide Critical aspects of Competence

Evidence of the following is essential: applying touch typing technique to enter alphanumeric characters safely using keyboard. Create and Use Spreadsheets EIS BCW1 06 0812 This unit describes the performance outcomes, skills and knowledge required to correctly create and use spreadsheets and charts through the use of spreadsheet software. Performance Criteria 1.1 Adjust workspace, furniture and equipment to suit user ergonomic, work organisation and occupational health and safety (OHS) requirements 1.2 Use energy and resource conservation techniques to minimise wastage in accordance with organisational and statutory requirements 1.3 Identify spreadsheet task requirements and clarify with relevant personnel as required 2.1 Ensure data is entered, checked and amended in accordance with organisational and task requirements, to maintain consistency of design and layout 2.2 Format spreadsheet using software functions, to adjust page and cell layout to meet information requirements, in accordance with organisational style and presentation requirements 2.3 Ensure formulae are used and tested to confirm output meets task requirements, in consultation with appropriate personnel as required 2.4 Use manuals, user documentation and online help to
Page 13

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor

Elements 1. Select and prepare resources

2. Create simple spreadsheets

of 36

overcome problems with spreadsheet design and production 3. Produce simple charts 3.1 Select chart type and design that enables valid representation of numerical data and meets organisational and task requirements 3.2 Create chart using appropriate data range in the spreadsheet 3.3 Modify chart type and layout using formatting features 4.1 Ensure spreadsheet and any accompanying charts are previewed, adjusted and printed in accordance with organisational and task requirements 4.2 Ensure data input meets designated time lines and organisational requirements for speed and accuracy 4.3 Name and store spreadsheet in accordance with organisational requirements and exit the application without data loss/damage Range avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout exercise breaks mix of repetitive and other activities rest periods double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) utilising power-save options for equipment data entry output presentation storage numbers text accuracy of data accuracy of formulae with calculator ensuring instructions with regard to content and format have been followed proofreading
Page 14

4. Finalise spreadsheets

Variable Ergonomic requirements may include:

Work organisation requirements may include: Conservation techniques may include:

Spreadsheet task requirements may include: Data may include: Checking may include:

of 36

 Formatting may include:

spelling, electronically and manually alignment on page efficiency of formulae enhancements to format - borders, patterns and colours enhancements to text headers/footers use of absolute and relative cell addresses use of cell addresses in formulae adding/deleting columns/rows formatting cells formatting text headers/footers sizing columns/rows absolute cell referencing and/or mixed references average division maximum minimum multiplication subtraction sum combinations of above area bar column exploded pie line pie and 3-D pie scatter/bubble stacked/multiple bar stacked, 3-D column axes axis title borders chart title colours data labels data tables fills gridlines legend lines patterns
Page 15

Software functions may include:

Formulae may include:

Chart types may include:

Features may include:

of 36

Printing may include:

Designated time lines may include: Storing data may include:

fit on one page fit specific number of pages with formulae with values organisational time line e.g. financial requirements time line agreed with internal/external client time line agreed with supervisor/person requiring spreadsheet authorised access filing locations organisational policy for backing up files organisational policy for filing hard copies of spreadsheets security storage in electronic folders/sub-folders storage on CD-ROM, zip drives, USB memory

Evidence Guide Critical aspects of Competence Evidence of the following is essential: designing a minimum of two spreadsheets using cell-based formulae creating charts using relevant data knowledge of purpose and range of use of spreadsheet functions. Plan Skills Development EIS BCW1 07 0812 This unit describes the performance outcomes, skills and knowledge required to identify and document current skills and to plan future skills development under the guidance of an appropriate adviser. Performance Criteria 1.1 Identify possible career directions in industry or organisation 1.2 Identify and prioritise personal work goals 1.3 Discuss future work/career directions with appropriate people and identify additional skills requirements 1.4 Take into account personal values and attitudes regarding work and business, in planning future work/career directions 1.5 Identify additional skills required and determine appropriate method/s to acquire these skills 2.1 Identify work, life and study experiences relating to business 2.2 Assess current skills, knowledge and attitudes against a checklist of relevant competencies 2.3 Discuss results of self-assessment with trainer or assessor 2.4 Identify further skills development needs

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor

Elements 1. Seek advice on future career directions

2. Conduct self assessment of skills

Page 16

of 36

3. Prepare portfolio of evidence

3.1 Identify and discuss types of evidence required 3.2 Develop a clear understanding of the purpose of evidence 3.3 Collect examples of evidence for portfolio 3.4 Complete application for recognition of current competency and/or personal resume with assistance from assessor Range assessors colleagues mentors supervisors trainers attendance at workshop or demonstration formal course participation on-the-job coaching or mentoring work experience family responsibilities study including formal or informal learning volunteer or recreational experience work experience personal skills and attributes practical skills strengths and weaknesses academic results interpersonal skills organisation skills personal attributes personal skills e.g. demonstrated leadership, team work practical skills directly related to a workplace academic results including informal studies personal interests and experiences previous employment recreational experiences volunteer work work experience assessment of current competencies building a picture of personal attributes documentation of competencies relevant to the workplace identification of areas for further skill development identification of strengths and weaknesses

Variable Appropriate people may include

Method/s to acquire additional skills may include: Experiences relating to business may include: Checklist may include: Relevant competencies may include:

Types of evidence may include:

Purpose of evidence may include:

Page 17

of 36

Personal resume may include:

contact details education and extra-curricular activities past employment and/or volunteer work personal attributes, skills, strengths professional development i.e. formal or informal courses undertaken work experience work related or personal references

Evidence Guide Critical aspects of Competence Assessment requires evidence that the candidate: documentation of personal strengths and areas for future skill development documentation of proposed career plan evidence of current competencies knowledge of the importance of skills development in career planning terms. Participate in Environmentally Sustainable Work Practices EIS BCW1 08 0812 This unit describes the performance outcomes, skills and knowledge required to effectively measure current resource use and to carry out improvements including reducing the negative environmental impact of work practices. Performance Criteria 1.1 Identify workplace environmental and resource efficiency issues 1.2 Identify resources used in own work role 1.3 Document and measure current usage of resources using appropriate techniques 1.4 Record and file documentation measuring current usage, using technology (such as software systems) where applicable 1.5 Identify and report workplace environmental hazards to appropriate personnel 2.1 Follow workplace procedures to ensure compliance 2.2 Report breaches or potential breaches to appropriate personnel 3.1 Follow organisational plans to improve environmental practices and resource efficiency 3.2 Work as part of a team, where relevant, to identify possible areas for improvements to work practices in own work area 3.3 Make suggestions for improvements to workplace practices in own work area Range maximising opportunities to improve business environmental
Page 18

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor

Elements 1. Identify current resource use

2. Comply with environmental regulations 3. Seek opportunities to improve resource efficiency Variable Environmental and

of 36

resource efficiency issues may include:

Appropriate techniques may include:

Compliance may include:

Organisational plans may include:

performance minimising environmental risks promoting more efficient production and consumption of natural resources, for example minimising waste by participating in or using a waste management system using resources efficiently such as material usage, energy usage (seeking alternative sources of energy or energy conservation) or efficient water usage examining and documenting resources in work area examining invoices from suppliers examining relevant information and data measuring resource usage under different conditions reports from other parties involved in the process of identifying and implementing improvements meeting relevant laws, by-laws and regulations or best practice to support compliance in environmental performance and sustainability at each level as required (such as Environmental Protection or Biodiversity Conservation Act): international commonwealth state/territory local government industry organisation documented policies and procedures work plans to minimise waste or to increase efficiency of resources such as a green office program, supply chain program for purchasing sustainable products or an environmental management framework improve energy efficiency increase use of renewable, recyclable, reusable and recoverable resources maximise opportunities such as use of solar power or other alternative forms of energy, where appropriate prevent and minimise risks reduce emissions of greenhouse gases reduce use of non-renewable resources

Suggestions may include ideas that help to:

Evidence Guide Critical aspects of Competence Evidence of the following is essential: accessing, interpreting and complying with a range of environment/sustainability legislation and procedural requirements relevant to daily responsibilities accurately following organisational information to participate in and support an improved resource efficiency process and reporting as required developing and/or using tools such as inspection checklists, to
Page 19

of 36

 Unit Title Unit Code Unit Descriptor

collect and measure relevant information on organisation resource consumption, within work role identifying organisational improvements by applying efficient resource use to daily activities knowledge of environmental and resource hazards/risks.

Occupational Standard: Basic Clerical Works Level I Organize and Complete Daily Work Activities EIS BCW1 09 0812 This unit describes the performance outcomes, skills and knowledge required to organise and complete work activities, and to obtain feedback on work performance. Performance Criteria 1.1. Negotiate and agree upon work goals and plans with assistance from appropriate persons 1.2. Develop an understanding of the relationship between individual work goals and plans, and organizational goals and plans 1.3. Plan and prioritise workload within allocated timeframes 2.1. Complete tasks within designated time lines and in accordance with organizational requirements and instructions 2.2. Use effective questioning to seek assistance from colleagues when difficulties arise in achieving allocated tasks 2.3. Identify factors affecting work requirements and take appropriate action 2.4. Use business technology efficiently and effectively to complete work tasks 2.5. Communicate progress of task to supervisor or colleagues as required 3.1. Seek feedback on work performance from supervisors or colleagues 3.2. Monitor and adjust work according to feedback obtained through supervision and comparison with established team and organisational standards 3.3. Identify and plan opportunities for improvement in liaison with colleagues Range colleagues other staff members supervisors, mentors or trainers access and equity principles and practice anti-discrimination and related policy business and performance plans ethical standards goals, objectives, plans, systems and processes
Page 20

Elements 1. Organize work schedule

2. Complete work tasks

3. Review work performance

Variable Appropriate persons may include: Organisational requirements may include:

of 36

Colleagues may include:

legal and organisation policies, guidelines and requirements OHS policies, procedures and programs quality and continuous improvement processes and standards coach/mentor other members of the organisation peers/work colleagues/team supervisor or manager changes to procedures or new procedures competing work demands environmental factors such as time, weather other work demands resource issues technology/equipment breakdowns computer applications computers electronic diaries facsimile machines photocopiers printers scanners formal/informal performance appraisals obtaining feedback from clients obtaining feedback from supervisors and colleagues personal, reflective behaviour strategies routine organisational methods for monitoring service delivery Ethiopian Standards legal and organisation policies, guidelines and requirements legislation organisational policies and procedures specified work standards standards set by work group coaching, mentoring and/or supervision internal/external training provision personal study recognition of current competence (RCC)/skills recognition/initial assessment workplace skills assessment

Factors affecting work requirements may include:

Business technology may include:

Feedback on performance may include:

Standards may include:

Opportunities for improvement may include:

Evidence Guide Critical aspects of Competence Evidence of the following is essential: organising and completing own work activities seeking and acting on feedback from clients, colleagues and supervisors using available business technology appropriate to the task, under direct instruction
Page 21

of 36

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor Receive and Respond to Workplace Communication EIS BCW1 10 0812 This unit covers the knowledge, skills and attitudes required to receive, respond and act on verbal and written communication. Performance Criteria Required information is gathered by listening attentively and correctly interpreting or understanding information/instructions 1.2. Instructions/information are properly recorded 1.3. Instructions are acted upon immediately in accordance with information received 1.4. Clarification is sought from workplace supervisor on all occasions when any instruction/information is not clear 2.1 Written notices and instructions are read and interpreted correctly in accordance with organizational guidelines 2.2 Routine written instruction are followed in sequence 2.3 Feedback is given to workplace supervisor based on the instructions/information received Range Handwritten and printed material Internal memos External communications Electronic mail Briefing notes General correspondence Marketing materials Journal articles Information documentation procedures Company policies and procedures Organization manuals Service manual Evidence Guide Assessment requires evidence that the candidate: Demonstrated knowledge of organizational procedures for handling verbal and written communications Received and acted on verbal messages and instructions Demonstrated competency in recording instructions/information 1.1.

Element 1. Follow routine spoken messages

2. Perform workplace duties following written notices

Variable Written notices and instructions refers to :

Organizational Guidelines may include: Evidence Guide Critical aspects of Competency

Page 22

of 36

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor Work with Others EIS BCW1 11 0812 This unit covers the skills, knowledge and attitudes required to develop workplace relationship and contribute in workplace activities. Performance Criteria 1.1 Duties and responsibilities are done in a positive manner to promote cooperation and good relationship 1.2 Assistance is sought from workgroup when difficulties arise and addressed through discussions 1.3 Feedback provided by others in the team is encouraged, acknowledged and acted upon 1.4 Differences in personal values and beliefs are respected and acknowledged in the development 2.1 Support is provided to team members to ensure workgroup goals are met 2.2 Constructive contributions to workgroup goals and tasks are made according to organizational requirements 2.3 Information relevant to work is shared with team members to ensure designated goals are met Range Providing support to team members Job description and employment arrangements Organizations policy relevant to work role Organizational structures Supervision and accountability requirements including OHS Code of conduct Supervisor or manager Peers/work colleagues Other members of the organization Formal/Informal performance appraisal Obtaining feedback from supervisors and colleagues and clients Personal, reflective behavior strategies Routine organizational methods for monitoring service delivery Explaining/clarifying Helping colleagues Providing encouragement Providing feedback to another team member Undertaking extra tasks if necessary Goals, objectives, plans, system and processes Legal and organization policy/guidelines
Page 23

Element 1. Develop effective workplace relationship

2. Contribute to work group activities

Variable Duties and responsibilities

Work group

Feedback on performance

Organizational requirements

of 36

 Critical aspects of competency

OHS policies, procedures and programs Ethical standards Defined resources parameters Quality and continuous improvement processes and standards Assessment requires evidence that the candidate: Provided support to team members to ensure goals are met Acted on feedback from clients and colleagues Accessed learning opportunities to extend own personal work competencies to enhance team goals and outcomes Demonstrate Work Values EIS BCW1 12 0812 This unit covers the knowledge, skills, and attitude in demonstrating proper work values. Performance Criteria 1.1 Ones unique sense of purpose for working and the whys of work are identified, reflected on and clearly defined for ones development as a person and as a member of society. Personal mission is in harmony with companys values Work values/ethics/concepts are classified and reaffirmed in accordance with the transparent company ethical standards, policies and guidelines. Work practices are undertaken in compliance with industry work ethical standards, organizational policy and guidelines Personal behavior and relationships with co-workers and/or clients are conducted in accordance with ethical standards, policy and guidelines. Company resources are used in accordance with transparent company ethical standard, policies and guidelines. Company ethical standards, organizational policy and guidelines on the prevention and reporting of unethical conduct are accessed and applied in accordance with transparent company ethical standard, policies and guidelines. Work incidents/situations are reported and/or resolved in accordance with company protocol/guidelines. Resolution and/or referral of ethical problems identified are used as learning opportunities.

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor Elements 1. Define the purpose of work 2. Apply work values/ethics

1.2 2.1 2.2 2.3 2.4

3. Deal with ethical problems

3.1

3.2 3.3

Page 24

of 36

4. Maintain integrity of conduct in the workplace

4.1 4.2 4.3

Personal work practices and values are demonstrated consistently with acceptable ethical conduct and companys core values. Instructions to co-workers are provided based on ethical, lawful and reasonable directives. Company values/practices are shared with co-workers using appropriate behavior and language.

Variable Work values/ethics/ concepts

Range May include but are not limited to: Commitment/ Dedication Sense of urgency Sense of purpose Love for work High motivation Orderliness Reliability and Dependability Competence Goal-oriented Sense of responsibility Being knowledgeable Loyalty to work/company Sensitivity to others Compassion/Caring attitude Balancing between family and work Sense of nationalism Quality of work Punctuality Efficiency Effectiveness Productivity Resourcefulness Innovativeness/Creativity Cost consciousness 5S Attention to details

Work practices

Page 25

of 36

Incidents/situations

Company resources

Instructions

Violent/intense dispute or argument Gambling Use of prohibited substances Pilferages Damage to person or property Vandalism Falsification Bribery Sexual Harassment Blackmail Consumable materials Equipment/Machineries Human Time Financial resources Verbal Written

Evidence Guide Critical Aspects of Competence Assessment requires evidence that the candidate: Defined ones unique sense of purpose for working Clarified and affirmed work values/ethics/concepts consistently in the workplace Demonstrated work practices satisfactorily and consistently in compliance with industry work ethical standards, organizational policy and guidelines Demonstrated personal behavior and relationships with coworkers and/or clients consistent with ethical standards, policy and guidelines Used company resources in accordance with company ethical standard, policies and guidelines. Followed company ethical standards, organizational policy and guidelines on the prevention and reporting of unethical conduct/behavior Apply Quality Standards EIS BCW1 13 0812 This unit covers the skills and knowledge required in applying quality standards in cement production operations. Performance Criteria

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor Elements

Page 26

of 36

1. Assess own work

2. Assess quality of received articles

3. Record information 4. Study causes of quality deviations

5. Complete documentation

1.1 Completed work is checked against workplace standards relevant to the operations being undertaken 1.2 An understanding is demonstrated on how the work activities and completed work relate to the next operation process and to the final appearance of the product 1.3 Faulty pieces or final products are identified and isolated in accordance with company policies and procedures 1.4 Faults and any identified causes are recorded and reported in accordance with workplace procedures 2.1 Received materials or final product are checked against workplace standards and specifications 2.2 Materials or products are measured using the appropriate measuring instruments in accordance with workplace procedures 2.3 Causes of any identified faults are identified and corrective actions are taken in accordance with workplace procedures 3.1 Basic information on the quality performance is recorded in accordance with workplace procedures 3.2 Records of work quality are maintained according to the requirements of the company 4.1 Causes of deviations from final products are investigated and reported in accordance with workplace procedures 4.2 Suitable preventive action is recommended based on workplace quality standards and identified causes of deviation from specified quality standards of materials or final product 5.1 Information on quality and other indicators of production performance is recorded. 5.2 All production processes and outcomes are recorded. Range Visual inspection Physical measurements Check against design/specifications Materials Intermediate product Final product Production/servicing processes Chemical composition strength setting time Product variation Materials Damage and imperfections Moisture content

Variable Quality check

Quality standards

Quality parameters

Evidence Guide Critical Aspects of Assessment requires evidence that the candidate:
Page 27

of 36

Competence

Checked completed work continuously against workplace standard Identified and isolated faulty pieces or final product Checked received materials, component parts or final product against workplace standards Identified and applied corrective actions on the causes of identified faults Measured materials, component parts or products Recorded basic information regarding quality performance Investigated causes of deviations of materials against standard Recommended suitable preventive actions Develop Understanding of Entrepreneurship EIS BCW1 14 0812 This unit covers skills, knowledge and attitude required to understand the principles, functions, strategies and methods of entrepreneurship. It also covers identifying and developing the major entrepreneurial competences. Performance Criteria 1.1 The principles, concept and terminology of entrepreneurship are analyzed and discussed 1.2 The different / various forms of enterprises in the community are identified and their roles understood 1.3 The identified enterprises are categorized and classified 1.4 The terms and elements involved in the concept of enterprising, both on a personal level and in the context of being enterprising in business are identified and interpreted 1.5 Functions of entrepreneurship in business and how the entrepreneurs improved business and economic environment are explained 2.1 Self-employment as an alternative option for an individual economic independence and personal growth is discussed and analyzed 2.2 Advantages and disadvantages of self-employment are discussed and explained 2.3 Entrepreneurial characteristics and traits are identified and discussed 2.4 Self-potential is assessed to determine if qualified to become future entrepreneur 2.5 Major competences of successful entrepreneurship are identified and explained 3.1 The importance and role of business entrepreneurship in the society are discussed and correlated to the operations of the economy 3.2 Facts about small and medium enterprises are discussed, clarified and understood
Page 28

Occupational Standard: Basic Clerical Works Level I Unit Title Unit Code Unit Descriptor

Elements 1. Describe and explain the principles, concept and scope of entrepreneurship

2. Discuss how to become entrepreneur

3. Discuss how to organize an enterprise

of 36

4. Discuss how to operate an enterprise

3.3 Key success factor in setting up small and medium business are identified and explained 3.4 Business opportunities are identified and assessed 3.5 Business ideas are generated using appropriate tools, techniques and steps 3.6 Procedures for identifying suitable market for business are discussed and understood 3.7 Major factors to consider in selecting a location for a business are identified and discussed 3.8 Basic types of business ownership are identified and explained 3.9 Amount of money needed to start an enterprise estimated and distinction between pre operations and initial operation payments clarified 3.10Advantages and disadvantages of using various sources of capital to start an enterprise are identified 4.1 Disadvantages and advantages of three alternative means of becoming an entrepreneur are identified and understood 4.2 Process of hiring and managing people is discussed and explained 4.3 The importance and techniques of managing time are discussed and understood 4.4 The techniques and procedures of managing sales are discussed and explained 4.5 Factors to consider in selecting suppliers and the steps to follow when doing business with them are identified and discussed 4.6 Awareness of how new technologies can affect small and medium business are developed 4.7 Characteristics of appropriate technology for use in small and medium business are identified and explained 4.8 Different types of cost that occur in a business and how to manage them are discussed and understood 4.9 Factors and procedures in knowing the cost of the enterprise are discussed and understood 4.10Importance of financial record keeping and preparing simple financial statement are explained and understood 4.11The application of self-management skills and negotiation skills are discussed in operating a business 4.12Risk assessment and management of business enterprise are performed

Page 29

of 36

5. Develop ones own business plan

5.1 Process of preparing/ writing a business plan is discussed and applied 5.2 Standard structure and format are applied in preparing business plan 5.3 Findings of the business plan are interpreted, assessed and analyzed 5.4 Feasibility of the business idea is made clear and understandable 5.5 Problems that may arise or encounter when starting a business are identified and understand 5.6 Techniques and procedures in obtaining and sourcing information are discussed and understood

Page 30

of 36

Evidence Guide Variables Critical Aspects of Classification Competence

Range Assessment requires evidence that the candidate: explained Private vs principles public and concept of entrepreneurship Profit vs non-profit discussed how to become entrepreneur discussed Formal vs how Non-formal to organize an enterprise Individual vs Community discussed how to operate an enterprise develop Local vs business Foreign plan Business vs Social Occupational Standard: Basic Clerical Works Level I Small vs Large Unit Title Apply 5S Procedures Manufacturing vs Service Unit Code EIS BCW1 15 1012 Consumer vs Industrial Major Economics economy) This unit of (local competence covers the skills, attitudes and Unit factors Descriptor knowledge required by an employee or worker to apply 5S Population procedures (structured approach to housekeeping) to their own competition job and work area and maintains the housekeeping and other Three alternative Buying an existing business standards set by 5S. The unit assumes the employee or Starting a new business worker has a particular job and an allocated work area and that Operating franchising business processes in a the work area are known by the individual. Elements 1. Develop understanding of quality system Performance Criteria 1.1 Discuss quality assurance procedures of the enterprise or organization 1.2 Understand the relationship of quality system and continuous improvement in the workplace 1.3 Identify and relate to workplace requirements the purpose and elements of quality assurance (QA) system 1.4 Explain the 5S system as part of the quality assurance of the work organization 2. Sort needed items from unneeded 2.1 Identify all items in the work area 2.2 Distinguish between essential and non-essential items 2.3 Sort items to achieve deliverables and value expected by downstream and final customers 2.4 Sort items required for regulatory or other required purposes 2.5 Place any non-essential item in a appropriate place other than the workplace 2.6 Regularly check that only essential items are in the work area

Page 31

of 36

3. Set workplace in order

3.1 Identify the best location for each essential item 3.2 Place each essential item in its assigned location 3.3 After use immediately return each essential item to its assigned location 3.4 Regularly check that each essential item is in its assigned location

4. Shine work area

4.1 Keep the work area clean and tidy at all times 4.2 Conduct regular housekeeping activities during shift 4.3 Ensure the work area is neat, clean and tidy at both beginning and end of shift

5. Standardize activities

5.1 Follow procedures 5.2 Follow checklists for activities, where available 5.3 Keep the work area to specified standard 6.1 Clean up after completion of job and before commencing next job or end of shift 6.2 Identify situations where compliance to standards is unlikely and take actions specified in procedures 6.3 Inspect work area regularly for compliance to specified standard 6.4 Recommend improvements to lift the level of compliance in the workplace

6. Sustain 5S system

Variable Elements of QA system

Range corrective action mission statements monitoring procedures SOPs work instructions PDCA concept 5S is a system of work organization originally developed in Japan based around housekeeping principles. A close translation of the five stages in the housekeeping approach is: sort set in order shine standardize sustain Japanese terms: seiri - eliminating everything not required for the work being performed (sort)
Page 32

5S

of 36

Items in the work area

Sort

Set in order

seiton - efficient placement and arrangement of equipment and material (set in order) seison - tidiness and cleanliness (shine) seiketsu - ongoing, standardized, continually improving seiri, seiton, seison shitsuke - discipline with leadership Includes: tools jigs/fixtures materials/components plant and equipment manuals personal items (e.g. bags, lunch boxes and posters) safety equipment and personal protective equipment other items which happen to be in the work area Sort involves keeping only what is absolutely necessary for the processes in the work area. Sort includes: clearing the work area of all non-essential equipment and materials Non-essential items are those not required to either produce product, conduct process or operations, or make required adjustments to equipment during process or operations After removing unnecessary materials, the remaining materials must be those that are required immediately for either the machine or the job at hand. All of these materials/change/parts etc must have an assigned location on the production floor. Locations should be clearly marked and labeled to show what belongs where. assigning required equipment and materials appropriate locations in the work area includes: keeping the work area clean at all times this should be carried out to a regular daily schedule against allowed time and, on most occasions, at the end of a job Once 5S is established, standardizing activities help maintain the order and the housekeeping standards. Standardizing may use procedures and checklists developed from a procedure. Standardizing includes: activities that help maintain the order and the housekeeping standards using procedures and checklists developed from a procedure OHS measures such as signage, symbols / coding and labeling of work area and equipment
Page 33

Shine

Standardize

of 36

Procedures

Sustain

Procedures may include: work instructions standard operating procedures formulas/recipes batch sheets temporary instructions and similar instructions provided for the operation of the plant good operating practice as may be defined by industry codes of practice (e.g. good manufacturing practice (GMP) and responsible care) and government regulations Procedures may be: written, verbal, computer based or in some other format includes: making sure that daily activities are completed every day regardless of circumstance cleaning up after a job undertaking inspections, including: informal inspections carried out often, at least weekly formal inspections carried out at least monthly generating continuous improvement actions from daily activities following up specific actions to generate continuous improvement A person who demonstrates competence in this unit must be able to provide evidence of the ability to: identify own tasks and responsibilities and relate them to organization and customer requirements identify and explain the stages of 5S implement 5S in own work area identify waste (muda) in the work area routine practice of 5S as part of their job

Evidence Guide Critical Aspects of Competence

Page 34

of 36

Sector: Economic Infrastructure Sub-Sector: Business and Finance

Acknowledgment We wish to extend thanks and appreciation to the many representatives of business, industry, academe and government agencies who donated their time and expertise to the development of this occupational standard. We would like also to express our appreciation to the Federal TVET Agency, Ministry of Education (MoE) who made the development of this occupational standard possible. This occupational standard was developed in August 2012 at Bishoftu, Debre Zeit Management Institute.