Associate DIP & DIP in Business (Small Business Management) PDF

Associate Diploma in Business and
Diploma in Business (Small Business

Management)
Qualification Specification
For Use by SSS Approved Training Providers
Qualification code: BSUBA-1

Issue no. 001 FEBRUARY 2014
Qualification
Specification
About Saudi Skills Standards

Saudi Skills Standards (SSS) is the national regulator and awarding body for Technical and Vocational Training
(TVT) in the Kingdom of Saudi Arabia. It is jointly owned by the Human Resource Development Fund (HRDF)
and the Technical and Vocational Training Corporation (TVTC), both of which report directly to the Minister of
Labor. Its main purpose is to assure that TVT in the Kingdom meets national social and economic needs, in
particular by ensuring that trainees entering the labor market have the skills, knowledge and competencies
that employers demand. This will accelerate the progression of young Saudis into well-paid jobs and promising
careers which is considered vital to the country’s future prosperity.
SSS has three main functions:
 Working with employers to develop and maintain National Occupational Skills Standards (NOSS) and
TVT qualifications based on these Standards
 The testing and certification of trainees taking these qualifications
 The review and accreditation of training institutions
SSS is therefore a vital component in the creation of a modern training system in the Kingdom.
Contacting SSS
Building A4, Level 6
Granada Oasis Business Centre, Eastern Ring Road
Riyadh, KSA
E-Mail: info@sss.org.sa
http://www.sss.org.sa
Use of this document

The front cover image is licensed for use in this publication only. The image may not be copied or otherwise
removed or disassembled from this document.
Acknowledgements
Saudi Skills Standards would like to express its gratitude to the following organizations that contributed source
material to these qualifications:
 Australian Government Department of Industry, Innovation, Climate Change, Science, Research and
Tertiary Education: www.training.gov.au
 United Kingdom Commission for Employment and Skills: www.ukces.org
 New Zealand Qualifications Authority: www.nzqa.govt.nz
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Qualification
Specification
Contents
About Saudi Skills Standards......................................................................................................................... 2
Contacting SSS ............................................................................................................................................. 2

Use of this document ................................................................................................................................... 2
Acknowledgements ...................................................................................................................................... 2
Contents .......................................................................................................................................................... 3
Associate Diploma in Business and Diploma in Business (Small Business Management) ..................................... 5
About this document.................................................................................................................................... 5
Qualification pathways and related documents ........................................................................................ 6

How these qualifications were developed..................................................................................................... 7
National Occupational Skills Standards (NOSS) ......................................................................................... 7
Qualification Structures............................................................................................................................ 7
Qualification rationale .................................................................................................................................. 7

Qualification Structures................................................................................................................................ 8
Associate Diploma in Business .................................................................................................................. 8

Diploma in Business (Small Business Management) .................................................................................. 9
Employability and problem solving ............................................................................................................. 10

Mathematics .............................................................................................................................................. 11
Links to SSS National Occupational Skills Standards (NOSS) ......................................................................... 12
Unit 01 - Develop keyboarding skills for speed and accuracy and use computer applications relevant to the
workplace ...................................................................................................................................................... 15
Unit 02 - Produce business documents ........................................................................................................... 18
Unit 03 - Create electronic presentations........................................................................................................ 23
Unit 04 - Produce a range of spreadsheets ...................................................................................................... 27

Unit 05 - Create and use databases................................................................................................................. 32
Unit 06 - Contribute to marketing activities .................................................................................................... 36
Unit 07 - Maintain business records and documentation................................................................................. 39
Unit 08 - Maintain business resources ............................................................................................................ 42
Unit 09 - Retrieve details from information and/or records ............................................................................. 45
Unit 10 - Utilize a knowledge management system ......................................................................................... 48

Unit 11 - Organize personal work priorities and development ......................................................................... 51
Unit 12 - Organize business travel ................................................................................................................... 55
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Qualification
Specification
Unit 13 - Comply with organizational requirements for protection and use of intellectual property ................. 59
Unit 14 - Apply and evaluate health, safety, emergency and environmental procedures.................................. 62
Unit 15 - Work effectively in a business continuity context.............................................................................. 66
Unit 16 - Maintain financial records and monitor cash flow ............................................................................. 69
Unit 17 - Perform financial calculations........................................................................................................... 72
Unit 18 - Understand insurance I .................................................................................................................... 75
Unit 19 - Establish customer relationship and present details of insurance products ....................................... 78
Unit 20 - Deliver a service to customers .......................................................................................................... 81
Unit 21 - Develop and implement business development strategies to expand customer base ........................ 84
Unit E01 - Understand self-management skills (Employability) ........................................................................ 87
Unit E02 – Understand how to work as a member of a team (Employability) ................................................... 89
Unit E03 – Understand work and career progression (Employability)............................................................... 91
Unit 22 - Co-ordinate and administer projects................................................................................................. 93
Unit 23 - Contribute to workplace innovation ................................................................................................. 97

Unit 24 - Produce complex business documents ........................................................................................... 100
Unit 25 - Handle receipt and dispatch of information .................................................................................... 106
Unit 26 - Work effectively in a business environment .................................................................................... 110
Unit 27 - Monitor and manage small business operations ............................................................................. 113

Unit 28 - Conduct financial transactions........................................................................................................ 117
Unit 29 - Establish and maintain a cash accounting system............................................................................ 121

Unit 30 - Maintain financial records in a small business ................................................................................. 124
Unit 31 - Set up a business or records system for a small business ................................................................ 128
Unit 32 - Establish legal and risk management requirements of a small business ........................................... 133
Unit 33 - Undertake small business planning ................................................................................................. 136

Unit 34 - Plan and implement sales activities ................................................................................................ 140
Unit 35 - Develop negotiation skills ............................................................................................................... 144

Unit 36 - Market the small business .............................................................................................................. 147
Unit 37 - Manage a small team ..................................................................................................................... 151
Unit 38 - Build and launch a small business website ...................................................................................... 154
Unit 39 - Build and maintain relationships with small business stakeholders ................................................. 158
Unit E04 - Demonstrate self-management skills (Employability) .................................................................... 161
Unit E05 - Work as a member of a team (Employability)................................................................................ 163
Unit E06 - Demonstrate work and career progression skills (Employability) ................................................... 165
4
Qualification
Specification
Associate Diploma in Business and

Diploma in Business (Small Business
Management)
About this document
This document provides the specification for qualifications in Business at Associate Diploma level and in
Business with the Small Business Management specialist pathway at Diploma Level.
Qualification name Qualification Pre-requisite Date for first

ID candidate
registrations
Associate Diploma in BSUBA-1-1-3 Achievement of: September 2014

Business 1. Cambridge English KET, and
2. Cambridge International IT
Skills Certificate (Basic)
Diploma in Business BSUBA -1-2-4 Completion of Associate Diploma in September 2015
(Small Business Business
Management)
The document provides:
1. A rationale for the qualifications

2. The unit structure for each qualification in the table above with recommended learning hours for
each unit and qualification
3. The detailed content of each unit in terms of:
a. Unit title and metadata

b. Unit purpose
c. Learning outcomes for skills together with performance criteria and scope (the skills scope
should provide appropriate guidance for the types of equipment and other resources
required for training)
d. Learning outcomes for knowledge together with scope (the skills scope should provide clear
guidance in terms of the breadth and depth of knowledge the trainee needs to cover)
This document does not contain:
1. Assessment specifications or any sample assessment material – these will be directly based on the
unit contents and will be provided in a separate, parallel document (scheduled for release in August
2014)
2. A training curriculum – this will be developed by the training provider
3. Learning materials or references to learning materials – these will also be developed or sourced by
the provider
5
Qualification
Specification
4. The units for the insurance and small business management specialist pathways in the Diploma
qualification
Qualification pathways and related documents

The Diploma in Business has three pathways (accounting, insurance and small business management), of
which learners must choose one. The pathways are represented on Qualification certificates as endorsements:
1. Diploma in Business (Accounting)
2. Diploma in Business (Insurance)
3. Diploma in Business (Small Business Management)
Centers are required to offer at least one of the pathways to learners. Note that the Associate Diploma in
Business is common and a prerequisite to the Diploma in Business for all specialist pathways. This document
provides information about the Associate Diploma in Business and the Diploma in Business (Small Business
Management pathway only).
6
Qualification
Specification
How these qualifications were developed

These qualifications were developed over a 12-month period by experienced international technical training
experts working closely with employer panels in the Kingdom. The development process consisted of the
following stages:
National Occupational Skills Standards (NOSS)

1. Labor market research to identify priority occupations in the Kingdom that are appropriate for young
Saudi trainees – in this case Accounting Assistant, Insurance Representative, Executive Secretary and
Small Business Management.
2. Analysis of the occupations to identify the main functions that employers expect their employees to
be able to carry out
3. International research to identify best practice standards in each of these functions followed by
validation by local employer panels
4. Tailoring of international best practice standards to ensure they are appropriate to the Saudi labor
market and cultural and religious norms
5. Approval and sign-off by a Steering Committee consisting of representatives of major employers in
the Kingdom
Qualification Structures
1. Analysis of the NOSS to develop qualifications at two levels
2. Consultation with employer panels and local subject matter experts
3. Development of qualification units directly based on content of the NOSS
Qualification rationale
The rationale for the design of these qualifications is as follows:
1. The qualifications adhere as closely as possible to the SSS NOSS for Small Business Management
(particularly for the Diploma pathway units), Insurance Representative, Executive Secretary and
Accounting Assistant, while offering coherent Associate Diploma and Diploma qualifications (with
specialist pathways) which have value in the labor market.
2. The Associate Diploma is more broad-based in content than the Diploma, providing a working
knowledge of business concepts with an underlying emphasis on practical business tasks,
together with taster units for each of the three specialist pathways available in the Diploma.
The Associate Diploma is a prerequisite for the Diploma but can also be a “‘standalone”
qualification for trainees who do not wish to progress to the Diploma but want to enter the labor
market with valuable set of skills, knowledge and competencies at a lower level.
3. The Diploma is more specialized, providing opportunities for trainees to develop and
demonstrate skills in specific areas and to then enter the labor market in a business
administration role.
7
Qualification
Specification
Qualification Structures
Associate Diploma in Business
Unit Unit code Unit title Recommended
no Learning Hours
Develop keyboarding skills for speed and accuracy and

01 BSUBA-1-0001-1-3 36
use computer applications relevant to the workplace
02 BSUBA-1-0002-1-3 Produce business documents 36
03 BSUBA-1-0003-1-3 Create electronic presentations 36
04 BSUBA -1-0004-1-3 Produce a range of spreadsheets 36
05 BSUBA -1-0005-1-3 Create and use databases 36
06 BSUBA -1-0006-1-3 Contribute to marketing activities 36
07 BSUBA -1-0007-1-3 Maintain business records and documentation 36
08 BSUBA -1-0008-1-3 Maintain business resources 36
09 BSUBA -1-0009-1-3 Retrieve details from information and/or records 36
10 BSUBA -1-0010-1-3 Utilize a knowledge management system 36
11 BSUBA -1-0011-1-3 Organize personal work priorities and development 36
12 BSUBA -1-0012-1-3 Organize business travel 36
Comply with organizational requirements for protection
13 BSUBA -1-0013-1-3 36
and use of intellectual property
Apply and evaluate health, safety, emergency and
14 BSUBA -1-0014-1-3 72
environmental procedures
15 BSUBA -1-0015-1-3 Work effectively in a business continuity context 36
16 BSUBA -1-0016-1-3 Maintain financial records and monitor cash flow 36
17 BSUBA -1-0017-1-3 Perform financial calculations 36
18 BSUBA -1-0018-1-3 Understand insurance I 36
Establish customer relationship and provide details of
19 BSUBA -1-0019-1-4 36
insurance products
20 BSUBA -1-0020-1-3 Deliver a service to customers 36
Develop and implement business development
21 BSUBA -1-0021-1-3 36
strategies to expand customer base
E01 GNUXSA-1-0001-1-3 Understand self-management skills (Employability) 36
Understand how to work as a member of a team
E02 GNUSXA-1-0002-1-3 36
(Employability)
E03 GNUXSA-1-0003-1-3 Understand work and career progression (Employability) 36
Total Recommended
900
Learning Hours
8
Qualification
Specification
Diploma in Business (Small Business Management)

Unit Unit code Unit title Recommended
no Learning Hours
Mandatory Core Units

22 BSUBA-1-0022-2-4 Co-ordinate and administer projects 36
23 BSUBA-1-0023-2-4 Contribute to workplace innovation 36
24 BSUBA-1-0024-2-4 Produce complex business documents 36
25 BSUBA-1-0025-2-3 Handle receipt and dispatch of information 36
26 BSUBA-1-0026-2-4 Work effectively in a business environment 36
E04 GNUXSA-1-0019-2-4 Demonstrate self-management skills (Employability) 36
E05 GNUSXA-1-0020-2-4 Work as a member of a team (Employability) 36
Demonstrate work and career progression skills
E06 GNUXSA-1-0021-2-4 36
(Employability)
288
Business Pathway Units (Small Business Management)
27 BSUBA-1-0048-2-4 Monitor and manage small business operations 36
28 BSUBA-1-0049-2-4 Conduct financial transactions 36
29 BSUBA-1-0037-2-4 Establish and maintain a cash accounting system 72
30 BSUBA-1-0050-2-4 Maintain financial records in a small business 36
31 BSUBA-1-0051-2-4 Set up a business or records system for a small business 36
Establish legal and risk management requirements of a
32 BSUBA-1-0052-2-4 36
small business
33 BSUBA-1-0053-2-4 Undertake small business planning 36
34 BSUBA-1-0054-2-4 Plan and implement sales activities 36
35 BSUBA-1-0044-2-4 Develop negotiation skills 36
36 BSUBA-1-0055-2-4 Market the small business 36
37 BSUBA-1-0056-2-4 Manage a small team 36
38 BSUBA-1-0057-2-4 Build and launch a small business website 36
Build and maintain relationships with small business
39 BSUBA-1-0058-2-4 36
stakeholders
504
Total Recommended
792
Learning Hours
In the Diploma, learners are able to opt for different specialisms (pathways) through their choice of final unit in
the qualification. All learners must take units 22 to 26 AND E04 to E06. Learners must then select one of the
following three pathways for the following Diploma endorsements:
1. Diploma in Business (Accounting)
2. Diploma in Business (Insurance)
3. Diploma in Business (Small Business Management)
This document provides the specialist pathway units only for Small Business Management.
9
Qualification
Specification
Recommended Learning Hours

Recommended Learning Hours (RLH) are similar to 'notional learning hours' or 'average learning time'. They
describe an estimate of the time it would take a typical learner to achieve the learning outcomes in the unit or
qualification. It is not the same as 'contact time', commonly described by ‘Guided Learning Hours’. RLH
includes private study and preparation of course work, time spent during on-the-job training, revision for
exams, research etc. as well as the Guided Learning Hours. For the Associate Diploma and the Diploma the
relationship between GLH and RLH is that RLH = 1.2 x GLH. The approach of using RLH is increasingly used
throughout Europe and many other parts of the world and is considered to be a fairer method of calculating
student credit.
Employability and problem solving

Both qualifications contain units that address three key areas of employability:
 Ability to manage own work
 Ability to work effectively as a member of a team
 Ability to work professionally in a company
The three employability units in the Associate Diploma cover the essential knowledge and understanding of
how to work in an employment situation and will prepare the trainee for periods of work experience/on-the-
job training.
The three employability units in the Diploma cover the necessary behaviors that employers expect and should
be assessed while the trainee is undertaking on-the-job training.
The fourth area of employability that these qualifications covers is problem solving. This is an integral part of
working effectively in Business Administration. This is embedded in the practical units in both qualifications.
In the Associate Diploma, students will be asked to address straightforward problems and apply techniques to
consider possible answers. Whilst challenging, the problems posed will be at a level of complexity consistent
with the skills and understanding required at this level.
For the Diploma, learners will be given task-based problem solving activities which encompass the range of
knowledge they have gained throughout their program. This will measure two things:
1. Their ability to demonstrate understanding of more sophisticated concepts.

2. Their ability to apply that knowledge and understanding in solving complex problems and developing
workable solutions.
In the Diploma this will typically encompass units such as:
• Comply with organizational requirements for protection and use of intellectual property
• Apply and evaluate health, safety, emergency and environmental procedures
• Establish and maintain a cash accounting system

• Retrieve details from information and/or records
• Co-ordinate and administer projects
• Contribute to workplace innovation
• Undertake small business planning
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Qualification
Specification
• Develop negotiation skills
Mathematics
The table below provides examples of where mathematics is covered within the qualifications:
Examples of coverage in the qualifications

Mathematics skill area
Associate Diploma Diploma
Number and arithmetic Unit 04 Unit 28
Unit 16 Unit 30
Unit 17
Shape and space Unit 08 Unit 22
Statistics and data Unit 04 Unit 30
Unit 05 Unit 31
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Qualification
Specification
Links to SSS National Occupational Skills Standards (NOSS)

The table below lists each of the qualification units, and for each shows the NOSS units which the qualification unit covers.
Qual. Unit ID Qualification Unit Name NOSS Unit ID NOSS Unit Name
BSUBA-1-0001-1-3 Develop keyboarding skills for speed and accuracy GNUXSA0018A Use computer applications relevant to a workplace
and use computer applications relevant to the
workplace
BSUBA-1-0002-1-3 Produce business documents BSUESA0009A Design and produce text documents
BSUESA00011A Design and produce business documents
BSUBA-1-0003-1-3 Create electronic presentations BSUESA0008A Create electronic presentations
BSUBA-1-0004-1-3 Produce a range of spreadsheets BSUAAA0014A Produce spreadsheets
BSUBA-1-0005-1-3 Create and use databases BSUESA0005A Create and use databases
BSUBA-1-0006-1-3 Contribute to marketing activities N/A N/A
BSUBA-1-0007-1-3 Maintain business records and documentation BSUAAA0016A Maintain business records
GNUXSA0010A Maintain documentation
BSUBA-1-0008-1-3 Maintain business resources BSUESA0003A Maintain business resources
BSUBA-1-0009-1-3 Retrieve details from information and/or records BSUAAA0015A Retrieve information from records
BSUBA-1-0010-1-3 Utilize a knowledge management system BSUESA0017A Utilize a knowledge management system
BSUBA-1-0011-1-3 Organize personal work priorities and development BSUESA0001A Organize personal work priorities and development
BSUBA-1-0012-1-3 Organize business travel BSUESA0022A Organize business travel
BSUBA-1-0013-1-3 Comply with organizational requirements for BSUESA0019A Comply with organizational requirements for protection and use of
protection and use of intellectual property intellectual property
BSUBA-1-0014-1-3 Apply and evaluate health, safety, emergency and GNUXSA0100A Ensure own actions reduce risks to health and safety
environmental procedures FPUFTA0001A Follow health, safety and security procedures
BSUESA0006A Contribute to environmentally sustainable work practices
ETUETA1000A Apply occupational health and safety regulations, codes and
practices in the workplace
BSUBA-1-0015-1-3 Work effectively in a business continuity context N/A N/A
BSUBA-1-0016-1-3 Maintain financial records and monitor cash flow BSUIRA0020A Maintain financial records
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Qualification
Specification
BSUBA-1-0017-1-3 Perform financial calculations BSUAAA0002A Perform financial calculations
BSUBA-1-0018-1-3 Understand insurance I N/A Underpinning knowledge has been collected from a range of sources
BSUBA-1-0019-1-4 Establish customer relationship and provide details N/A N/A
of insurance products
BSUBA-1-0020-1-3 Deliver a service to customers GNUXSA0001A Deliver a service to customers
BSUBA-1-0021-1-3 Develop and implement business development N/A N/A
GNUXSA-1-0001-1-3 Understand self-management skills (Employability) GNUXSA0009A Plan and manage own work
GNUXSA0008A Maintain and improve own work
GNUSXA-1-0002-1-3 Understand how to work as a member of a team GNUXSA0015A Develop and maintain positive working relationships
(Employability) CTUCSA0017A Contribute to effective workplace relationships
GNUXSA0005A Work as a member of a team
GNUXSA-1-0003-1-3 Understand work and career progression GNUXSA0009A Plan and manage own work
(Employability) GNUXSA0008A Maintain and improve own work
BSUBA-1-0022-2-4 Co-ordinate and administer projects GNUSMA5500A Co-ordinate projects
BSUBA-1-0023-2-4 Contribute to workplace innovation N/A N/A
BSUBA-1-0024-2-4 Produce complex business documents BSUESA0012A Produce desktop published documents
BSUBA-1-0025-2-3 Handle receipt and dispatch of information BSUESA0018A Handle receipt and dispatch of information
BSUBA-1-0026-2-4 Work effectively in a business environment BSUESA0021A Work effectively in a business environment
BSUBA-1-0048-2-4 Monitor and manage small business operations
BSUBA-1-0049-2-4 Conduct financial transactions GNUSMA5802A Conduct financial transactions
BSUBA-1-0050-2-4 Maintain financial records in a small business N/A N/A
BSUBA-1-0051-2-4 Set up a business or records system for a small N/A N/A
business
BSUBA-1-0052-2-4 Establish legal and risk management requirements of N/A N/A
a small business
BSUBA-1-0053-2-4 Undertake small business planning N/A N/A
BSUBA-1-0054-2-4 Plan and implement sales activities GNUSMA5605A Plan and implement sales activities
BSUBA-1-0055-2-4 Market the small business N/A N/A
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Qualification
Specification
BSUBA-1-0056-2-4 Manage a small team N/A N/A
BSUBA-1-0057-2-4 Build and launch a small business website N/A N/A
BSUBA-1-0058-2-4 Build and maintain relationships with small business N/A N/A
stakeholders
GNUXSA-1-0019-2-4 Demonstrate self-management skills (Employability) GNUXSA0009A Plan and manage own work
GNUXSA0008A Maintain and improve own work
GNUSXA-1-0020-2-4 Work as a member of a team (Employability) GNUXSA0015A Develop and maintain positive working relationships
CTUCSA0017A Contribute to effective workplace relationships
GNUXSA0005A Work as a member of a team
GNUXSA-1-0021-2-4 Demonstrate work and career progression skills GNUXSA0009A Plan and manage own work
(Employability) GNUXSA0008A Maintain and improve own work
14
Unit 01 - Develop keyboarding skills for speed and accuracy and use
computer applications relevant to the workplace BSUBA-1-0001-1-3
Unit 01 - Develop keyboarding skills for speed and accuracy

and use computer applications relevant to the workplace
BSUBA-1-0001-1-3
Purpose:
This unit describes the skills learning outcomes and knowledge required to develop
keyboarding skills with speed and accuracy and to use computer applications relevant to the
workplace.
Recommended learning hours: 36
Skills learning outcomes
The learner will be able to: Performance criteria:
1. Prepare to use computer 1.1 Plan and prepare work to ensure occupational health and safety
and keyboarding skills (OHS) policies and procedures are followed and the work is
appropriately sequenced in accordance with requirements
1.2 Identify and apply keyboard functions for both alpha or numeric
keyboards
1.3 Apply touch typing technique to complete tasks
1.4 Develop speed and accuracy in accordance with workplace

requirements for level of responsibility
2. Use basic computer 2.1 Add, alter or delete information as needed in accordance with
applications quality requirements
2.2 Respond to unplanned events or conditions in accordance with

established procedures
2.3 Obtain approval from appropriate personnel in accordance with

established procedures before any contingencies are implemented
2.4 Undertake ongoing checks of the quality of the work in accordance
with established procedures
2.5 Carry out work efficiently using sustainable work practices which
minimize wastage of energy and materials
3. Check for accuracy and 3.1 Proofread document(s) carefully to identify errors
output information from an
3.2 Amend document, ensure errors are corrected and complete a final
application
accuracy check
15
3.3 Store completed files appropriately in accordance with
organizational requirements
3.4 Print files for a formal record and/or to forward to others

3.5 Send files via email in a readable format
4. Shut down computer 4.1 Name, arrange, save and back up files in accordance with
4.2 Follow computer shutdown procedures and switch off computer
Skills scope
1. Starting up and shutting down computer

2. Keyboarding skills to enter text and numerical data as required by the workplace
3. Using and following application instructions to input and output information

4. Storing information appropriately in accordance with workplace systems and processes
5. Inputting and outputting information for later use

6. Searching and downloading information for later use
7. Forwarding information via email and/or web mail in a readable format
8. Producing, storing and forwarding documents in accordance with workplace systems and processes
9. Literacy skills to read, proofread and edit workplace documents

10. Numeracy skills to collate and present data, graphs and annotated references in the workplace
Knowledge learning outcomes
The learner will: Knowledge scope
Understand the key 1. Privacy laws

provisions of relevant
2. Copyright
legislation from all forms of
government that may affect 3. OHS
aspects of business
operations
Understand keyboarding 1. Enter text data

skills
2. Enter numerical data
16
Understand computer use 1. Principles and concepts of computer applications

basics
2. Computer platforms, systems and types
3. Peripherals and devices

4. Computer typical configurations and enhancement features
Understand computer 1. Types

applications
2. Uses
3. Searching
4. Downloading
Understand computer usage 1. Knowing how to:

techniques and procedures
a) Start up and close computer and applications
b) Select appropriate applications

c) Recognize appropriate and inappropriate use of applications
d) Transfer information between applications

e) Enter information
f) Work online and offline

g) Work with a home group
h) Work within a network
i) Search and download information from the internet
j) Store and save information

k) Print document as requested by document creator
17
Unit 02 - Produce business documents BSUBA-1-0002-1-3
Unit 02 - Produce business documents

BSUBA-1-0002-1-3
Purpose:
This unit describes the learning outcomes, skills and knowledge required to plan, draft and
prepare final text, and produce business documents.
1. Plan document 1.1 Identify the audience for the document

1.2 Determine the purpose of the document
1.3 Choose appropriate format for document based on organization’s
requirements
2. Design document 2.1 Design document structure and layout to suit purpose, audience
and information requirements of the task
2.2 Design document to improve readability and appearance and to

meet organizational and task requirements
2.3 Use a range of functions to ensure consistency of design and layout
3. Draft document 3.1 Use a style and language appropriate to the audience
3.2 Communicate all key points

3.3 Obtain and include any additional information required
3.4 Add tables into document to meet required specifications
3.5 Insert images, graphics and other data to meet required
specifications
3.6 Draft document according to document and organizational
requirements
4. Review document 4.1 Proofread draft to ensure that:

a) Tone and language are suitable for audience, purpose and
format
b) Grammar, punctuation, spelling, and sentence and paragraph
construction are correct
18
c) Key points are presented in a coherent order

d) Draft meets organizational requirements
4.2 Ensure draft is checked by line manager
5. Produce final document 5.1 Write final version using appropriate software functions to enable
efficient production of document
5.2 Review draft document to ensure document meets requirements of
the document creator and make any necessary changes
5.3 Name and store document in accordance with organizational
policies and procedures
5.4 Send document to intended recipient within an agreed timeframe
Skills scope
1. Technology may include:
a) Computer
b) Photocopiers
c) Printers
d) Scanners
2. Software may include:

a) Word-processing
b) Desktop publishing
3. Documents may include:
a) Letters
b) Newsletters
c) Project reviews
d) Proposals
e) Brochures
f) Forms
g) Promotional material
4. Formats may include:
a) Email
b) Forms
c) Letters
19
d) Memos
e) Notes of meetings
5. Purposes may include:

a) Provision of information
b) Communication about meetings or events

c) Notes or outcomes of meetings
d) Clarification of issues
e) Requests for advice or assistance
6. Layout may include:
a) Tables
b) Color
c) Headings
d) Letter conventions
e) Page layout
f) Photographs
g) Typeface
7. Data may include:
a) Data from other software applications
b) Digital photographs
8. Audience may include:
a) Internal and external customers
b) Primary recipients of the communication
c) Recipients who receive copy for information

d) Signatory of the document
9. Organizational requirements may include: house style; specified timeframe.

10. “Error-free” means: including all key points; correct spelling, punctuation, grammar.
11. Communication skills to:

a) Clarify requirements of document
b) Select appropriate format
c) Interpret data and information in document
d) Draft and review document

12. Literacy skills to:
a) Proofread documents
b) Create documents with an organized structure
20
c) Use appropriate language and style

d) Use accurate language, spelling, punctuation and grammar
e) Check documents for accuracy

13. IT skills to:
a) Use word-processing software

b) Apply basic design elements to text
Understand how business 1. The importance of appropriate selection of document style

documents are prepared
2. Sequencing of steps taken
and written
Understand formatting 1. Understand how formatting styles impact on:

styles
a) Formatting of documents
i. Business letters
ii. Emails
iii. Instructions and procedures

iv. Manuals
v. Presentations
b) Readability of documents
c) Appearance of documents
Understand document 1. Compliance with proformas, standardized reporting requirements

requirements or undertakings made by the organization about reporting
2. File types and sizes for online documents
3. Legal or conventional requirements for the particular document

format
4. Organizational policy, procedures and guidelines applying to writing
documents, including house style
5. Point numbering systems

6. Requirements for illustrations, photographs, graphs, charts, maps
and other illustrative material to explain texts
7. Timelines, including deadlines
8. Word length
21
9. Writing styles, including simplicity of English and appropriate use of

technical language
Understand categories and 1. Categories and sequences conventionally used for the particular
logical sequencing of data, type of document being prepared
information and knowledge
2. Chronological, alphabetical or operating sequences
3. Facts, observations, conclusions and recommendations
4. Illustrative case studies and other examples
5. Recommendations and supporting arguments
Understand the range of 1. Justification and alignment

design elements that may be
2. Lists and tables
used in documents
3. Logos, branding, organizational identity requirements
4. Margins and paragraph indentation
5. Templates
6. Use of color and white space
7. Use of headers and footers
22
Unit 03 - Create electronic presentations BSUBA-1-0003-1-3
Unit 03 - Create electronic presentations

BSUBA-1-0003-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to design and produce
electronic presentations for speakers, for self-access and for online access. This includes the
use of software functions for consistency in design and features for visual impact.
1. Prepare to create 1.1 Organize personal work area in accordance with ergonomic
presentations requirements
1.2 Determine purpose, audience and mode of presentation in
consultation with content author or presenter
1.3 Identify presentation requirements in terms of supporting

documents, transparencies, software and related equipment
and/or resources
1.4 Apply work organization methods, and energy and resource
conservation techniques to plan work activities
2. Create presentations 2.1 Design slides, notes and handout masters to incorporate
organizational and task requirements in relation to image and
preferred style, avoiding distractions
2.2 Use software functions for consistency of design and layout to
meet identified presentation requirements
2.3 Balance presentation features for visual impact and emphasis

2.4 Use advanced software features to streamline and customize the
presentation for different audiences
2.5 Prepare presentations within designated timelines
3. Finalize presentations 3.1 Use manuals, user documentation and online help to overcome
problems with design and production
3.2 Check presentation for spelling, consistency in presentation
features and style to ensure it meets task requirements
23
3.3 Print presentation materials in accordance with presenter or

audience requirements
3.4 Take action to eliminate workplace hazards, reduce risk and limit
wastage of resources while completing tasks
Skills scope
1. Modes of presentation, including:

a) Presentation available for browsing by others
b) Presentation displayed on one computer and controlled from another
c) Smartboard presentation
d) Online, internet and intranet
e) Conference presentation
f) Self-running presentation
g) Presentation by speaker
2. Presentation requirements, such as:
a) Annotation pen
b) Computer equipment and peripherals for on-screen presentation
c) Data show
d) Digital pointer
e) Handouts
f) Internet access
g) Laptop computer
3. Software functions, including:
a) Backgrounds
b) Color schemes
c) Creating templates
d) Handout master
e) Importing outlines from other applications
f) Importing images and graphics
g) Notes master
h) Placeholders
i) Slide master
24
4. Presentation features, such as:

a) Animation
b) Charts
c) Graphics
d) Headlines or titles
e) Illustrations
f) Logos
g) Music
h) Objects
i) Pace
j) Pictures
k) Sound
l) Text content
m) Timing
n) Transitions
o) Video clips
5. Distractions may include:
a) Heavy color
b) Insufficient color separation

c) Irrelevant animation
d) Multiple transitions
e) Overly busy background
f) Overuse of sound
g) Too many words or pictures per slide
h) Too small fonts
Understand the key 1. Ethical principles

2. Codes of practice
regulation from government
requirements, standards 3. Privacy laws
and codes that may affect 4. Occupational health and safety (OHS)
25
aspects of business 5. The effect of design features on readability and appearance of

operations electronic presentations
6. The range of hardware and software available
Understand the importance 1. Communication skills to clarify requirements of documents

of the skills required to
2. Keyboarding skills to:
produce presentations
a) Enter text
b) Enter numerical data

c) Read and understand organizational procedures
d) Use screen layout to support text structure
e) Proofread and edit documents

4. Problem-solving skills to use processes flexibly and interchangeably
26
Unit 04 - Produce a range of spreadsheets BSUBA-1-0004-1-3
Unit 04 - Produce a range of spreadsheets

BSUBA-1-0004-1-3
Purpose:
This unit describes the learning outcomes, skills and knowledge required to use spreadsheet
software to complete business tasks and to produce complex documents.
1. Prepare to develop a 1.1 Organize personal work area in line with ergonomic and
spreadsheet organizational requirements
1.2 Identify spreadsheet task requirements in relation to data entry,
storage, output, reporting and presentation
2. Plan spreadsheet design 2.1 Ensure spreadsheet design suits the purpose, audience and
information requirements of the task
2.2 Ensure spreadsheet design improves readability and appearance,

and meets organizational and task requirements for style and
layout
2.3 Use style sheets and automatic functions to ensure consistency of
design and layout
2.4 Utilize spreadsheet design software functions and formulae to
meet identified requirements
3. Create spreadsheet 3.1 Analyze task and determine specifications for spreadsheet
3.2 Ensure data is entered, checked and amended to maintain

consistency of design and layout in accordance with organizational
and task requirements
3.3 Format spreadsheet using software functions to adjust page and
cell layout to meet information requirements in accordance with
organizational style and presentation requirements
3.4 Ensure formulae are tested and used to confirm output meets task
requirements in consultation with appropriate personnel
3.5 Use manuals, user documentation and online help to overcome

problems with spreadsheet design and production
27
4. Produce charts 4.1 Select chart type and design that enables valid representation of
numerical data and meets organizational and task requirements
4.2 Create charts using appropriate data range in the spreadsheets

4.3 Modify chart type and layout using formatting features
5. Finalize spreadsheets 5.1 Preview, adjust and print spreadsheet and any accompanying
charts in accordance with task requirements
5.2 Ensure data input meets required timelines and organizational

requirements
5.3 Name and store spreadsheet in accordance with organizational
requirements and exit the application without data loss or damage
Skills scope
1. Spreadsheet design, including:
a) Basic analysis
b) Charts
c) Formatting and reformatting
d) Formulae
e) Functions
f) Headers and/or footers
g) Headings and labels
h) Import and export of data
i) Multi-page documents
j) Spilt-screen operations
k) Automatic functions, such as:
i. Auto date
ii.Auto correct
iii.Auto format
iv.Auto text
v. Default settings
vi.Headers and footers
vii. Page numbering
viii.Styles
28
ix.Table headings
l) Consistency of design and layout
i. Borders
ii. Bullet/number lists
iii. Captions
iv. Consistency with other business documents
v. Spacing
vi. Typeface styles and font size
2. Checking data, to include:
a) Accuracy of data
b) Accuracy of formulae with a calculator

c) Proofreading
d) Spelling – electronically and manually
3. Software functions, to include:
a) Adding/deleting columns/rows
b) Formatting cells and text
c) Sizing columns/rows
d) Utilizing shortcuts
4. Printing, to include:
a) Charts
b) Workbooks
c) Selected data within a worksheet
d) Worksheets
Understand the functions of 1. Functions may include:

spreadsheet software
a) Basic financial functions (if available)
applications
b) Date functions
c) Logical functions:
i. Lookup
ii. If
29
iii. Choose
iv. True
v. False
vi. Conditions
d) Mathematical functions:
i. Square root
ii. Integer
iii. Absolute value
iv. Round
v. Simple nested functions
e) Statistical functions:
i. Standard deviation
ii. Count
iii. Maximum
iv. Minimum
Understand the impact of 1. Design may include:

formatting and design on
a) Analysis
the presentation and
readability of data b) Appropriateness
c) Avoidance of blank rows and columns

d) Embedding cell references in formulae
e) Formulae
f) Formatting and reformatting
g) Functions
h) Headers and footers
i) Headings
j) Headings and labels
k) Identification and parameters

l) Import and export of data
m) Labels
n) Linked formulae
o) Multi-page documents
p) Pivot tables
q) Relative and absolute cell references
r) Spilt screen operation
30
Understand the purpose and 1. Formulae may include:

use of formulae in
a) Addition
spreadsheets
b) Average
c) Comparison
d) Division
e) Multiplication
f) Percentage
g) Subtraction
h) Combinations of above
Understand why 1. Secure storage may include:

spreadsheets should be
a) Authorized access
securely stored
b) File-naming conventions
c) Filing locations
d) Organizational policy for backing up files
e) Organizational policy for filing hard copies of spreadsheets

f) Security
g) Storage in folders and sub-folders
h) Storage on CD-ROM, USB, tape back-up and server
Understand the various 1. Methods of creating graphs, including:

methods of creating graphs
a) Data range
b) Keys and legends
c) Labels and titles
d) Naming
e) Sizing (if possible)
f) Using graph menu

g) X and Y axis
Understand the purpose of 1. Types of graph, including:

various types of graphs
a) Bar
b) Line
c) Pie
d) Scatter
e) Stack
f) 3D
31
Unit 05 - Create and use databases BSUBA-1-0005-1-3
Unit 05 - Create and use databases

BSUBA-1-0005-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to create simple two-
table relational databases with reports and queries for the storage and retrieval of
information within an organization. The unit includes basic design principles, software
functions and simple formulae.
1. Create a simple database 1.1 Design a simple database with at least two tables using a database
application, basic design principles, software functions and simple
formulae
1.2 Develop a table with fields and attributes according to database

usage as well as data considerations and user requirements
1.3 Create a primary key for each table

1.4 Modify the table layout and field attributes as required
1.5 Create a relationship between the two tables

1.6 Check and amend data entered in accordance with organizational
and task requirements
2. Create reports and queries 2.1 Determine information output, database tables to be used and
report layout to meet task requirements
2.2 Determine data groupings, search and sort criteria to meet task
requirements
2.3 Run reports and queries to ensure that results and formulae
provide the required data
2.4 Modify reports to include or exclude additional requirements
3. Use database 3.1 Ensure data input meets designated timelines and organizational
requirements for speed and accuracy
3.2 Use manuals, user documentation and online help to overcome
problems with database design and production
32
3.3 Preview, adjust and print database reports or forms in accordance

with organizational and task requirements
3.4 Name and store databases in accordance with organizational

requirements, and exit application without data loss or damage
3.5 Prepare and distribute reports to appropriate personnel in a

suitable format
Skills scope
1. Database applications may include:
a) Commercial database applications

b) Organization-specific database applications
2. Software functions may include:

a) Adding, deleting, moving, re-labeling fields
b) Altering field widths

c) Calculating, using formulae
d) Data protection
e) Field definitions and attributes
f) Formatting fields and texts

g) Headers and footers
h) Inserting and deleting blank lines and spaces
i) Repeating (if available)
j) Table, form and report wizards

3. Simple formulae may include:
a) Average
b) Count
c) Division
d) Maximum
e) Minimum
f) Multiplication
g) Subtraction
h) Sum
i) Combinations of above
33
a) Numbers
b) Text
5. Checking and amending data may include:

a) Accuracy of data and formulae with calculator
b) Ensuring instructions have been followed

c) Outcome of sorting or filtering
d) Proofreading
e) Spelling, electronically and manually
6. Designated timelines may include timeline agreed with internal or external customer, supervisor or
person requiring database.
7. Printing may include forms, records, reports and tables.
8. Storing databases may include:
a) Authorized access
b) Filing locations
c) Naming conventions
d) Organizational policy for backing up files
e) Organizational policy for filing hard copies of databases
f) Security
g) Storage in electronic folders and sub-folders

h) Storage on disk drives, CD-ROM, back-up tapes
9. Report layout may include:
a) Alignment on page
b) Columns
c) Enhancements to format – borders, patterns and colors
d) Enhancements to text
e) Formatting provided through use of wizard or other automated processes
f) Header/footers
g) Logical ordering of data
h) Tables
10. Basic design principles may include:
a) Naming conventions
b) Data layout
c) Formatting
d) Database use
34
e) Required output
f) Reporting and presentation requirements
Understand the key 1. Ethical principles

regulation from government
requirements, standards 3. Privacy laws
and codes that may affect 4. Occupational health and safety (OHS)
aspects of business
operations 5. Manufacturers’ specifications, schedules, manuals and catalogs
6. Government and/or industry policies or guidelines
Understand the meaning of 1. Prescribed processes and measures

established procedures
a) Conformity notices
b) Customer requirements and specifications
c) Design specifications
d) Job plans
e) Job safety analysis and risk assessment

f) Permissions to work
g) Documentation, e.g. instructions
h) Schedules, programs, plans
Understand the meaning of 1. Formal work instructions of how work is to be done and by whom
“standard operating and that may include:
procedures”
a) Record-keeping: electronic, written, visual, oral; equipment
use; human resource procedures
Understand the importance 1. Communications skills to clarify requirements of database

2. Keyboarding skills to enter text and data
create and use databases
3. Literacy skills to categorize and organize information; assess
information for relevance and accuracy; read and understand
organization’s procedures
4. Numeracy skills to create queries and to use formulae to enter data
5. Problem-solving skills to address inconsistencies in data and issues
in database
35
Unit 06 - Contribute to marketing activities BSUBA-1-0006-1-3
Unit 06 - Contribute to marketing activities

BSUBA-1-0006-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to contribute to basic
marketing and promotional activities.
1. Research marketing 1.1 Research the concept of marketing as it applies to the organization
information
1.2 Identify and analyze the organization’s marketing plan and relevant
1.3 Identify the need for marketing activities from the established
marketing plan
1.4 Investigate previous marketing activities for relevant information
1.5 Identify profile of the organization’s market segment

1.6 Identify positioning and market mix for each target segment
1.7 Identify outcomes expected from marketing activities
2. Plan marketing activities 2.1 Undertake analysis of collected basic marketing information
2.2 Develop and document work activity plans for marketing activities
2.3 Obtain feedback on plans from relevant personnel
3. Implement marketing 3.1 Determine and access resources required for work activities
activities
3.2 Undertake supervised marketing activities within job role
3.3 Assist with assigning responsibilities and functions to relevant
personnel for specific marketing functions
3.4 Monitor marketing activities, seek feedback from the relevant

personnel, review and amend activity plan as required
4. Review marketing activities 4.1 Measure and record outcomes of marketing activities
4.2 Review marketing activities against expected outcomes and record
identified improvements
36
4.3 Prepare reports of marketing activities and communicate to

relevant enterprise personnel
Skills scope
1. Marketing activities, including:

a) Attendance at trade shows, conferences and other events
b) Basic advertising
c) Development and distribution of general promotional and informational materials
d) Development and distribution of samples, case studies, testimonials and other evidence of
marketing activity
e) Development of displays and signs
f) Development of media releases, articles and media background information

g) Information sessions for customers, suppliers, channel partners and other stakeholders
h) Online information
i) Telephone promotions
2. Marketing analysis, including:
a) Market definition, statistics and basic research
b) Basic market segmentation

c) Target audience profiles
3. Relevant personnel involved in marketing, including:
a) Administrators
b) Copywriters
c) Desktop publishers
d) External consultants
e) Graphic artists and designers
f) Marketing specialists
g) Printers and sign-writers
37
Understand the meaning of 1. Analysis of sales figures and other performance data
“need” in a marketing
2. Analysis of customer information
context
3. Direction from relevant organizational personnel
4. Development of new products and services
Understand the basic 1. Concept of marketing

foundations of marketing
2. Marketing planning process
practices
3. Marketing mix
4. Segmentation
5. Targeting and positioning
Understand key provisions 1. Codes of practice

of relevant legislation,
2. Competition legislation
industry-specific regulations,
and organizational policies 3. Consumer legislation
and procedures 4. Environmental issues
5. Occupational health and safety legislation
6. Privacy legislation
7. Trade-related regulations
8. Organizational policies and procedures
38
Unit 07 - Maintain business records and documentation BSUBA-1-0007-1-3
Unit 07 - Maintain business records and documentation

BSUBA-1-0007-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to accurately maintain
business documentation and records in good order on a day-to-day basis.
1. Prepare to maintain 1.1 Identify, obtain and understand the organization’s record-keeping
documentation requirements
1.2 Identify and obtain the documentation/records/ forms/information
required in accordance with organizational requirements
1.3 Seek advice from line manager/supervisor, if required, to ensure
work is correctly documented
2. Collate business records 2.1 Identify and record control information for describing new records
to be incorporated into the organization’s business or records
system
2.2 Sort records in accordance with task requirements
2.3 Adhere to organizational security and access requirements
3. Maintain documentation 3.1 Document activities promptly and at the appropriate time in
accordance with organizational requirements
3.2 Check documentation to ensure accuracy and clarity and correct
any errors/revise as required
3.3 Obtain signature from appropriate personnel and document their

identification where applicable
3.4 Forward a copy of any required documentation to appropriate

personnel where applicable
3.5 Follow procedures to refer non-routine events to line manager and
obtain approval before implementing any contingencies
4. Prepare reports from the 4.1 Interpret requests for reports and clarify the content and frequency
business or records system sought where necessary
39
4.2 Prepare reports from organization’s business records system in

accordance with organizational requirements
4.3 Prepare reports in accordance with organizational security and

access procedures
4.4 Notify completion in accordance with established procedures
Skills scope
1. Records may include:

a) At different stages of use:
i. Active
ii. archival
b) Digital:
i. Remote drives
ii. Servers, including cloud-based servers
iii. CDs
iv. DVDs
v. Imaging systems
vi. PC-based applications
vii. Mainframe
c) Physical:
i. Audio-visual or multi-media
ii. Graphic
iii. Microform
iv. Paper-based
d) From a variety of sources
i. Already in organization’s possession
ii. In process of being transferred between organizations
2. Information may include:
a) Customer relationship management
b) Expenditure
c) Human resource management
d) Invoicing/sales
e) Legislative/ regulatory/ licensing compliance
f) Risk management
40
g) Stock control
h) Taxation, asset management
3. Business records system may be:
a) Archival control systems
b) Business systems
c) Cash register-based systems
d) Current business or records systems
e) Electronic records and documentation management systems
f) Informal
g) Paper-based accumulation and card systems
h) Proprietary record-keeping package
i) Storage facilities system
j) Systems unique to individual organizations
4. Security and access requirements may relate to:
a) Individuals or positions of individuals
b) Protection of privacy
c) Security restrictions
d) Trade secrets or commercial-in-confidence information
5. Reports may be:
a) Ad hoc
b) Computer-generated
c) Hand-prepared
d) Part of a management solution for another support/operational function
e) Regular records management
Understand the general 1. Systems control

principles and processes of
2. Records continuum theory
records management and
records management 3. Mandate and ownership of business process
systems 4. Environmental context
5. Records characteristics
41
Unit 08 - Maintain business resources BSUBA-1-0008-1-3
Unit 08 - Maintain business resources

BSUBA-1-0008-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to advise on resource
requirements and includes monitoring, administering and maintaining resources and
equipment.
1. Advise on resource 1.1 Calculate estimates of future and present business resource needs
requirements in accordance with organizational requirements
1.2 Ensure advice on resource requirements is clear, concise and
relevant to the achievement of organizational requirements
1.3 Provide information on the most economical and effective choice

of equipment, materials and suppliers to the relevant personnel
1.4 Identify resource shortages and possible impact on operations and

take appropriate action
2. Monitor resource usage and 2.1 Complete resource handling in accordance with established
maintenance organizational requirements
2.2 Use business technology to monitor and identify the effective use
of resources
2.3 Consult with work colleagues and relevant personnel to facilitate
effective decision making on the appropriate allocation of
resources
2.4 Identify and follow relevant policies regarding resource use for
operational tasks
2.5 Monitor and compare resource usage with estimated budget
allocations
3. Acquire resources 3.1 Ensure that acquisition and storage of resources is in accordance
with organizational requirements, is cost-effective and consistent
with organizational timelines
42
3.2 Acquire resources within available timelines to meet identified

requirements, following workplace systems and processes
3.3 Review resource acquisition processes to identify improvements in

future resource acquisitions
Skills scope
1. Business resources may include:

a) Equipment
b) Facilities
c) Human resources
d) Raw materials
e) Software
f) Stock and supplies
2. Business technology may include:

a) Computer applications and services
b) Computers
c) Personal schedules
d) Photocopiers
3. Resource acquisition processes may include:
a) Contracted supplier ordering
b) Internal approvals
c) Non-tendered processes
d) Periodic forecasts
e) Tendered processes
4. Policies regarding resource use may include:
a) Budget limits
b) Ordering procedures
c) Purchasing authorities
d) Recruitment and personnel
e) Time management
43
Understand organizational 1. Policies, plans and procedures regarding resource acquisition

resource-acquisition
2. The functions of a range of business equipment
procedures
3. Record-keeping, filing systems, security and safe recording
practices
Understand the importance 1. Problem-solving skills to determine appropriate fault repair actions
a) Diagnose faults
maintain business resources
b) Monitor resource usage
2. Self-management skills to comply with policies and procedures
3. Time management skills to manage time and prioritize tasks
4. Technical skills to select and use technology appropriate to the task
44
Unit 09 - Retrieve details from information and/or records BSUBA-1-0009-1-3
Unit 09 - Retrieve details from information and/or records

BSUBA-1-0009-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to locate and retrieve
records, to observe security procedures, and to deliver the record or information in response
to a request.
1. Locate and retrieve 1.1 Use appropriate search criteria and keywords to retrieve
information and/or records information and/or records
1.2 Search business systems to retrieve information and/or records
according to organizational criteria
1.3 Adopt a systematic approach to details that are difficult to
determine
1.4 Locate and retrieve information and/or records required
2. Ensure the security of the 2.1 Follow organizational procedures for access of information and/or
information and/or records records
2.2 Confirm that the person requesting the information and/or records
is authorized to receive them
2.3 If they are denied access, inform the person requesting the
information and/or records and seek guidance from appropriate
personnel on next step
2.4 If necessary, inform the person requesting the information and/or
records that they are denied access and seek guidance on next step
2.5 Where required and under authorization, mask categories of
information and/or records which are confidential
3. Provide the required 3.1 Put information and/or records into an appropriate format
information and/or records
3.2 Deliver information and/or records within the agreed timeframe
3.3 Document the process using organizational procedures
45
Skills scope
1. Information/records may be:

a) Current
b) Archived
c) Paper-based
d) Digital
e) Graphic
f) Obtained verbally
2. Location may be:
a) Internal
b) External
3. Search criteria/keywords for electronic searches may be:

a) Instructions provided by the organization for the access and searching of information/records
b) Devised by you
c) Suggested by external search engines
d) Extracted from meta data
4. Appropriate personnel may include:
a) Supervisor
b) Other managers
5. Appropriate format may be:
a) Printout
b) Email
c) Report
d) Memo
e) Verbal
46
Understand how to locate 1. Typical locations of information/records

and retrieve records and/or
2. Categories of information/records
information
Understand the need to 1. Organizational policy and procedures

observe security procedures
2. The potential consequences of not observing security procedures
in accessing
information/records
Understand the necessity to 1. The importance of accuracy

deliver accurate
2. The consequences of providing only partial details
records/information
47
Unit 10 - Utilize a knowledge management system BSUBA-1-0010-1-3
Unit 10 - Utilize a knowledge management system

BSUBA-1-0010-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to access and use a
knowledge management system.
1. Access and use a knowledge 1.1 Access a knowledge management system to assist with specific
management system tasks in line with the system procedure
1.2 Administer the system in line with procedures
2. Input into a knowledge 2.1 Gather, analyze and prepare inputs for contribution to the system
management system in line with procedures
2.2 Check inputs to ensure clarity, accuracy, currency and relevance
2.3 Make inputs to system in line with procedures

2.4 Analyze requirements of the system and ensure suggestions for
improvements are provided to the relevant personnel
3. Review and improve work 3.1 Provide feedback about the clarity, accuracy, currency and
practices relevance of the system’s output to relevant personnel
3.2 Improve work practices as a result of learning from the use of the
system
Skills scope
1. Knowledge management may include:

a) Planned and implemented systems
b) Policies
48
c) Procedures and practices to manage knowledge within the organization and among relevant
stakeholders
d) Protocols
2. Inputs may include:
a) Electronic
b) Paper-based
c) Verbal
3. Relevant personnel may include:
a) Managers, leaders, supervisors and coordinators
b) Business owners
c) Staff, team members and colleagues
4. Procedures may include:
a) Accessible operating instructions
b) Accessible user manuals
c) Criteria published for selecting and filtering input system

d) Related policies and procedures covering:
i. Consultation, participation, communication and written and verbal reporting
ii. Documentation
iii. Data collection, storage and retrieval

iv. Privacy and confidentiality
v. Quality
e) Staff, professional development, training, coaching and mentoring
f) Work organization
g) Templates for the collection of input to the system
Understand knowledge- 1. The types of systems there are

management systems
2. The purpose of each system
3. The advantages and disadvantages of each
Understand other relevant 1. Commercial confidentiality

49
2. Customer service
3. Information management
Understand key provisions 1. Codes of practice

of relevant regulation from
2. Privacy laws
government, standards and
codes that may affect 3. Occupational health and safety
aspects of business
operations
50
Unit 11 - Organize personal work priorities and development BSUBA-1-0011-1-3
Unit 11 - Organize personal work priorities and

development
BSUBA-1-0011-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to organize own work
schedules, monitoring and obtaining feedback on work performance and maintaining the
required levels of competence.
1. Organize and complete own 1.1 Ensure that work goals, objectives or key performance indicators
work schedule, including (KPIs) are understood, negotiated and agreed in accordance with
time management organizational requirements
1.2 Assess and prioritize workload to ensure tasks are completed
within identified timelines
1.3 Identify factors affecting the achievement of work objectives and
incorporate problem solving into work plans
1.4 Use business technology efficiently and effectively to manage and
monitor scheduling and completion of tasks
2. Monitor own work 2.1 Monitor and adjust personal work performance through self-
performance assessment to ensure achievement of tasks and compliance with
regulations, work processes or KPIs
2.2 Ensure that feedback on performance is actively sought from
colleagues and customers, and evaluated in the context of
individual and group requirements
2.3 Routinely identify and report on variations in the quality of
products and services according to organizational requirements
3. Co-ordinate professional 3.1 Identify professional development needs and skills gaps using self-
development and learning assessment and advice from colleagues and customers in relation
to role and organizational requirements and in accordance with
51
3.2 Identify, prioritize and plan opportunities for undertaking

professional development activities in liaison with supervisor and
other relevant personnel
3.3 Access, complete and record professional development
opportunities to facilitate continuous learning and career
development in accordance with organizational requirements
3.4 Incorporate formal and informal feedback into review of further
learning needs
Skills scope
1. Factors affecting achievement of work objectives may include:
a) Budget constraints
b) Competing work demands
c) Environmental factors such as time, weather

d) Resource and materials availability
e) Technology/equipment breakdown
f) Unforeseen incidents
g) Workplace hazards, risks and controls
2. Business technology may include:
a) All types of computers and computer equipment:
i. Desktops, tablets, laptops
ii. Software
iii. Monitor, screen, mouse, keyboard, memory cards, networking, server, shared working
environments
b) Communications tools, including emails, spreadsheets, presentation software, word processing,
mobile phones, smart phones, phone- and video-conferencing, webinars, voicemails, Skype, texts,
instant messaging
c) Equipment, including printers, scanners, facsimile, calculators, photocopiers, shredders, projectors,
webcams, cameras, interactive whiteboards
3. Feedback on performance may include:
a) Formal/informal performance appraisal

b) Feedback from customers
c) Feedback from supervisors or colleagues

d) Routine organizational methods for monitoring service delivery
4. Products and service may include:
52
a) Goods
b) Ideas
c) Infrastructure
d) Private or public sets of benefits
Understand work goals and 1. Budgetary targets

objectives
2. Production targets
3. Reporting deadlines
4. Sales targets
5. Team and individual learning goals
6. Team participation
Understand KPIs 1. KPIs on customer satisfaction

2. KPIs on customer effort
3. Monitoring time taken to answer calls
4. Operating within reporting protocols
Understand organizational 1. Business and performance plans

requirements
2. Defined resource parameters
3. Ethical standards
4. Goals, objectives, plans, systems and processes
5. Legal and organizational policies, guidelines and requirements
6. Occupational health and safety, policies, procedures and guidelines

7. Quality and continuous improvement processes and standards
8. Quality assurance and/or procedures manuals
Understand professional Career development and planning:

development opportunities
1. Coaching, mentoring and/or supervision
2. Formal/informal learning programs
3. Internal/external training provision

4. Performance appraisals
5. Personal study
53
6. Work experience
7. Workplace skills assessment
54
Unit 12 - Organize business travel BSUBA-1-0012-1-3
Unit 12 - Organize business travel

BSUBA-1-0012-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to organize domestic
and overseas business travel, including developing associated itineraries, booking travel and
accommodation, preparing travel-related documentation and making travel arrangements.
It also includes confirming and checking travel arrangements and organizing credit
arrangements for payment where necessary.
The learner will: Performance criteria:
1. Organize business itinerary 1.1 Confirm purpose and requirements of domestic and overseas travel
for domestic and overseas including planned itinerary, budget, meeting requirements and
travel traveler preferences
1.2 Identify points of contact and names of contact persons, and make
and confirm arrangements for meetings in accordance with
planned itinerary
1.3 Prepare daily itineraries with appointments, arrival and departure
times, accommodation and other itinerary details in accordance
with travel purpose
1.4 Source, prepare and provide documents and support material for
meetings within designated timelines
1.5 Provide itinerary and meeting documents to the traveler within
designated timelines
2. Make travel arrangements 2.1 Make bookings in accordance with organizational policies and
procedures for business travel
2.2 Identify and arrange travel documents in accordance with itinerary
and individual requirements
2.3 Check and confirm travel arrangements and dispatch confirmation

documents to the traveler within designated timelines
2.4 Negotiate and confirm alternative arrangements in response to
changed requirements
55
2.5 Record travel details and itinerary in accordance with

2.6 Negotiate and confirm communication arrangements in accordance

with organizational requirements
3. Arrange credit facilities 3.1 Check and confirm methods of payment with the traveler
3.2 Make credit arrangements in accordance with organizational policy
and procedures
Skills scope
1. Purpose and procedures may include:

a) Available accommodation
b) Budget
c) Class of accommodation
d) Class of travel
e) Connections and transfers
f) Mode of travel
g) Time differences
h) Time management
i) Transport timetables
2. Other itinerary details may include:
a) Arrangements for meals
b) Contact names and numbers of all personnel involved

c) Required documentation for each appointment
d) Suggested leisure activities
e) Transport arrangements
f) Local money details and accessibility of banks and automatic teller machines (ATMs) where
applicable
3. Materials for meetings may include:
a) Business proposals
b) Catalogues
c) Contracts
d) Electronic presentations
e) Information technology e.g.- laptop, computer software
56
f) Meeting papers
g) Office supplies
h) Presentation kits
i) Prior work completed for the customer
j) Project prototypes or samples

k) Product samples
l) Promotional brochures
m) Reports
n) Telecommunications equipment e.g. mobile phones, teleconferencing equipment
o) Tenders
4. Bookings methods may include:

a) Online
b) Telephone
c) Travel agent
5. Travel documents may include:

a) Accommodation confirmation email, facsimile or letter
b) Electronic or printed airline itinerary
c) E-ticket or paper ticket
d) Health- or medical-related documentation

e) Insurance details or contacts
f) List of contacts including international contacts if applicable
g) Maps
h) Meeting agendas and other documents

i) Passport
j) E-gate card
k) Timetables
l) Travel itinerary
m) Travel vouchers and accommodation guides
n) Visas
6. Communication arrangements may include:
a) Email and internet access

b) Traditional telephony access (telephone and facsimile services)
c) Use of mobile phones and smartphones
d) Mobile access
57
7. Methods of payment may include:

a) Accounts established with the organization
b) Company credit cards

c) Purchase order
d) Cash advance for traveler

e) Reimbursing traveler for payments made on presentation of receipts
8. Recording travel details may include:

a) Individual travel file for each key aspect of trip
b) Making electronic copies of travel documents
c) Separate file for each business trip
d) Using a diary
e) Using a prepared checklist
f) Using the organization’s standard checklist
Understand travel and 1. The organizational systems and processes for booking travel
accommodation booking
2. The relevant personnel to provide advice and information
procedures
3. Visa application processes
Understand research skills 1. Know how to locate specific information such as appropriate
transport, meeting venues, accommodation, contacts
58
Unit 13 - Comply with organizational requirements for protection and
use of intellectual property BSUBA-1-0013-1-3
Unit 13 - Comply with organizational requirements for

protection and use of intellectual property
BSUBA-1-0013-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to assist with the
protection and lawful use of an organization's intellectual property and to avoid intellectual
property infringement.
1. Comply with organizational 1.1 Identify the various types of existing and potential intellectual
intellectual property property
requirements
1.2 Access the organization's policies and procedures
1.3 Identify role in protecting the organization's intellectual property
and avoiding infringements
1.4 Provide information and advice to relevant internal and external
stakeholders
2. Contribute to the 2.1 Assist with the development, implementation and maintenance of
development of policies and policies and procedures in respect of both use and infringement
procedures for the
2.2 Identify potential problems and opportunities for improvement in
protection and use of
the operation of policies and procedures and make
intellectual property
recommendations for improvement
3. Recognize non-compliance 3.1 Identify potential non-compliance or infringement issues, either

with policies and procedures internally or externally
3.2 Alert appropriate personnel to areas of potential intellectual
property infringement or risk
3.3 Make recommendations on actions to overcome non-compliance
59
Skills scope
1. Intellectual property includes:

a) New ideas in such areas as:
i. New products and product improvement
ii. New designs
b) Confidential information such as trade secrets
c) Information governed by data protection requirements
d) Copyrighted information
2. Role might include:
a) Awareness of responsibilities in connection with intellectual property
b) Checking that own practices are compliant with organizational policies and procedures
c) Checking that others of the organization are compliant

d) Communicating changes to others
e) Keeping up-to-date with internal and external changes

3. Infringement might include:
a) Plagiarism
b) Breaches of copyright
c) Non-authorized storage of and/or access to computer files

d) Use of material for which permission has not been granted through payment of fees:
i. Images
ii. Music or sound recordings
e) Deliberate or inadvertent misuse or non-compliance

4. Appropriate personnel might include:
a) Manager or supervisor
b) Other internal colleagues
c) External colleagues within scope of own responsibility
60
Understand types of 1. The key types and characteristics of intellectual property held
intellectual property within the organization
Understand how to evaluate 1. Evaluation techniques

and improve current policies
2. Approaches to implementation of updates and development of
and procedures
new policies and procedures
3. Recognition of problems which may occur if relevant policy or

procedure is not in place
4. Individual scope and responsibility
Understand the 1. Legal challenges

consequences of non-
2. Potential loss of business opportunities
compliance
3. Compromising the work of internal and external colleagues
61
Unit 14 - Apply and evaluate health, safety, emergency and environmental procedures
BSUBA-1-0014-1-3
Unit 14 - Apply and evaluate health, safety, emergency and

BSUBA-1-0014-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to ensure that an
individual does not create any health, safety, emergency and/or environmental risks, that
risks are not ignored in the workplace, and sensible action is taken to put things right. This
includes reporting situations which pose a danger to people in the workplace or affect the
organization's environmental performance.
1. Identify hazards and 1.1 Identify the people responsible for health and safety in learner’s
evaluate risks area of work
1.2 Identify which approved procedures and practices are relevant to
learner’s responsibilities
1.3 Identify hazards and assess risks in any part of learner’s job role
which could harm themselves or others
1.4 Evaluate which hazards pose the highest risk to themselves and
others
1.5 Report hazards and risks to those responsible for health and safety
in their area of work
1.6 Deal with hazards and risks in accordance with approved
organizational procedures and practices
2. Reduce risks to health and 2.1 Rectify health and safety risks within their work area
safety
2.2 Pass on suggestions for reducing risks to health and safety
2.3 Ensure they do not endanger the health and safety of themselves
and others
2.4 Follow approved procedures and practices for the safe use of
equipment, materials and products
62
BSUBA-1-0014-1-3
2.5 Report any differences between approved procedures and
instructions from manufacturers or suppliers
3. Follow procedures for 3.1 Respond to emergency situations promptly

emergency situations
3.2 Take required action in accordance with the organization's
emergency procedures
3.3 Seek assistance from colleagues, where appropriate
3.4 Report details of emergency situations accurately according to the
organization's procedures
4. Identify current resource 4.1 Identify environmental and resource efficiency issues in connection
use, follow organizational with themselves and others
procedures and meet
4.2 Measure and document current usage of resources and indicate
environmental performance
whether these meet the organization's environmental performance
targets
targets
4.3 Ensure compliance with organizational procedures
5. Contribute to their 5.1 Actively participate in the organization's consultation processes

organization's consultation
5.2 Participate in risk assessments and suggest appropriate ways of
processes for health, safety,
controlling risk
emergency and
environmental procedures 5.3 Seek opportunities to improve resource efficiency
5.4 Implement measures to improve resource efficiency within the

limits of their responsibility
5.5 Suggest improvements to training in health, safety, emergency and

Skills scope
1. Health, safety, and emergency procedures relating to:

a) Self
b) Others
c) Equipment
d) Property
2. Hazards may include:
a) Damage
b) Harm
c) Adverse health effects from:

i. Implements
63
BSUBA-1-0014-1-3
ii. Substances
iii. Materials
iv. Sources of energy

v. Processes
vi. Practices
3. Hazard types such as:
a) Biological
b) Chemical
c) Ergonomic
d) Physical
e) Psychosocial
f) Safety
4. Environmental issues such as:
a) Material and energy usage
b) Use of renewable, recyclable, reusable and recoverable resources

c) Resource efficiency
5. Risk:
a) Chance or probability of damage, harm or adverse health risks to:
i. People
ii. Property
iii. Equipment
iv. Environment
6. Risk assessment:
a) Identification of hazards or issues
b) Analysis or evaluation of risk associated with hazard or issue

c) Determination of appropriate ways to eliminate or control the hazard or issue
Understand health, safety, 1. Particular hazards, issues and risks that exist in the workplace
emergency and
2. An individual's responsibilities in respect of health, safety,
emergency and environmental procedures and the importance of
64
BSUBA-1-0014-1-3
environmental procedures remaining alert to the presence of hazards and risks and
within an organization responding promptly
3. Procedures for handling hazards and risks you are unable to deal
with
4. Manufacturers' instructions for the use of workplace equipment

5. Organizational environmental targets
Understand how to evaluate 1. Classifications for “high” and “low” risk

health, safety, emergency
2. Approaches to reducing risk
and environmental
procedures within an 3. Approaches to overcoming environmental issues
organization 4. Individual scope and responsibility for rectifying hazards, issues and
risks
Understand that health, 1. The importance of ongoing assessment of hazards, environmental

safety, emergency and issues and risks
2. The organization's environmental targets
need constant updating and
improvement
65
Unit 15 - Work effectively in a business continuity context BSUBA-1-0015-1-3
Unit 15 - Work effectively in a business continuity context

BSUBA-1-0015-1-3
Purpose:
This unit describes the skills and knowledge required to work effectively in a business
continuity context.
1. Demonstrate an 1.1 Find out about the organization’s business continuity management
understanding of the process and related policies and procedures
importance of business
1.2 Analyze the key elements of the business continuity management
continuity management
process within the organization to determine its impact
1.3 Contribute to a review of the business continuity management

framework, policies and procedures within their job role
1.4 Participate in emergency response and business continuity

management framework training and exercises as required by their
job role
2. Support the organization’s 2.1 Demonstrate awareness of internal and external risk context
business continuity relevant to the organization
strategies
2.2 Review the outcomes of business impact assessment(s)
2.3 Research the organization’s risk treatment reviews
2.4 Research the organization’s emergency response, continuity and
recovery strategies
2.5 Identify own role and responsibility within the organization’s
business continuity plan(s)
66
Skills scope
1. Communication and teamwork skills to:

a) Find out about the organization’s business continuity management systems and strategies
b) Read, write and understand a variety of workplace documents related to business continuity
2. Planning and organizational skills to identify risk factors in own job role and in own organization
3. Research and data-collection skills to identify the types of business continuity processes that exist and
to evaluate risks in own organization
4. Technical skills to use data and information management systems
Understand the 1. Policies and procedures including business continuity strategies

organization’s business
2. Overall operations of the organization including existing data and
continuity management
information systems
framework
3. Relevant legislation and regulations that impact on the organization
Understand potential risks 1. Types of risk, including:

to the organization’s
a) Natural disaster
business continuity
b) Weather, climate change
c) Illness or death of key personnel

d) Market failure
e) Technical failure
f) Fire, explosion, electrical fault
g) Privacy and confidentiality
Understand the business 1. Breach/reduction of customer service standards

impact assessment
2. Cost/impact on existing and/or increased finance
3. Escalating losses over time
4. Impact of loss of business/resources

5. Loss of revenue
6. Potential fines/penalties/litigation costs
7. Reputation/brand damage
67
8. Statutory/regulatory breaches
Understand responses to 1. Risk treatment such as:

risk
a) Activating evacuation plan
b) Activating lock-down procedures
c) Activating workplace emergency management plan

d) Relocation of facilities
e) Resource replacement
f) Temporarily suspending activities
2. Emergency response strategies, such as:
a) Contact lists to report incident(s)
b) Documentation/reporting/recording procedures
c) Evacuation plan
d) Location of evacuation assembly point
e) Lockdown procedures
f) Names of wardens
g) Personnel instructions for evacuation
h) Process for accounting for personnel
i) Workplace emergency management plan
3. Continuity strategies, such as:

a) Action required to resume critical business activities
b) Contact lists of critical personnel and stakeholders
c) Critical business activities and prioritization of when they
can/need to resume
d) List of resources
68
Unit 16 - Maintain financial records and monitor cash flow BSUBA-1-0016-1-3
Unit 16 - Maintain financial records and monitor cash flow

BSUBA-1-0016-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to maintain financial
records for a business and monitor cash flow.
1. Maintain financial records 1.1 Maintain financial records accurately
1.2 Identify discrepancies or errors and report to designated authority

1.3 Enter credit and debit transactions into journals
2. Maintain the general ledger 2.1 Maintain general ledger in accordance with organizational
requirements
2.2 Post transactions into general ledger

2.3 Reconcile accounts payable and receivable with general ledger
3. Monitor cash flow 3.1 Accurately account for cash flow in accordance with organizational
requirements
3.2 Make and receive payments

3.3 Collect or follow up outstanding accounts within designated
timelines
3.4 Ensure that payment documentation is accurate and dispatch to
creditors is within designated timelines
Skills scope
1. Financial records may include:

a) General journal
b) Sales journal
69
c) Purchases journal
d) Cash receipts journal
e) Cash disbursements journal

f) General ledger
2. Discrepancies may relate to:

a) Bank charges
b) Dishonored checks
c) Errors in entries
d) Interest
3. Designated authority may be:
a) Line manager
b) Chief accountant
c) Bank
4. Organizational requirements may cover:
a) Policy and guidelines

b) Designated timelines
c) Guidelines for reconciling journals
d) Procedures for totaling adjusted journals
e) Security procedures
f) Resolution procedures
5. Transactions may include:
a) Making routine entries
b) Correction of posting errors

c) Interest expended and received
d) Depreciation
e) Writing off stock losses
f) Writing off bad debts

g) Purchase of a fixed asset on credit
h) Sale of a fixed asset on credit
6. Reconciling accounts includes the checking of:
a) Accuracy of account balances

b) Cash payments and receipts against bank statements
7. Cash flows include those derived from:
a) Operational activities
70
b) Investment activities
c) Financing activities
8. Payments may include those made by:

a) Cash
b) Checks
c) Credit/debit cards
Understand basic accounting 1. Completion of accounting documentation and/or systems

procedures
2. The relationship between debit and credit entries and how these
are balanced
3. The importance of accuracy of entry and balance checks
Understand that the general 1. The link between journals or subsidiary ledgers and the general
ledger provides a complete ledger
record of an organization's
2. How data in the general ledger is used to build financial reports
accounting transactions
Understand how cash flow 1. The importance of monitoring cash flow to overcome unintended
affects the financial viability consequences
or otherwise of an
2. That funding linked to cash flow can be acquired from a variety of
organization
sources
71
Unit 17 - Perform financial calculations BSUBA-1-0017-1-3
Unit 17 - Perform financial calculations

BSUBA-1-0017-1-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to use a range of
calculation methods and techniques for routine financial calculations and transactions
1. Obtain relevant data in 1.1 Confirm task requirements

order to make financial
1.2 Obtain relevant data
calculations
1.3 Acquire necessary resources and equipment
2. Carry out calculations 2.1 Perform calculations using appropriate techniques

2.2 Re-check the data used against the task requirements
3. Check calculations and 3.1 Recognize common calculation errors and make corrections
record outcomes
3.2 Check to ensure that the result meets the task requirements
3.3 Record and communicate the outcomes according to organizational
procedures
3.4 Store calculation worksheets or file electronically for future use
Skills scope
1. Relevant data may include:
a) Accounting records
b) Customer records
c) Instructions
d) Spreadsheet files
2. Resources and equipment may include:
72
a) Spreadsheets
b) Calculators
c) Computers
d) Accounting software
3. Appropriate techniques include:

a) Addition
b) Subtraction
c) Multiplication
d) Division
4. Calculation errors may be through:
a) Input errors
b) Incorrect use of calculator or spreadsheet function
c) Application of inappropriate methodology
d) Incorrect order of operation
e) Incorrect positioning of decimal points and equation brackets

5. Recording and communicating outcomes may be via:
a) Email
b) Notes
c) Reports
d) Face-to-face communication
Understand different types 1. Decimals

of number
2. Fractions
3. Large, small and negative numbers
4. Ratios
Understand percentages and 1. Express one number as a percentage of another

ratios
2. Express relationships between numbers and/or percentages as a
ratio
3. Percentages to express mark-ups and/or discounts and to calculate
profit
73
4. Reverse percentage calculations to determine e.g. cost price from

selling price
Understand how to carry 1. Discounts

out basic calculations
2. Interest, including compound interest
involving money
3. Exchange rates
4. Inflation effects
5. Break-even points
6. Straight-line depreciation
Understand how to check 1. Mentally

calculations
2. By hand
3. By calculator
Understand the role of 1. Importance of estimating likely outcome of calculations in order to

estimation in checking avoid forward use of a wrong answer caused by process error
calculations
Understand organizational 2. Organizational policy on record-keeping and storage

procedures
74
Unit 18 - Understand insurance I BSUBA-1-0018-1-3
Unit 18 - Understand insurance I

BSUBA-1-0018-1-3
Purpose:
This unit covers the knowledge required to understand basic principles of insurance and how
the insurance market operates.
This is a knowledge based unit: there are no skills learning outcomes.
Skills scope
N/A
The learner will: Knowledge Scope
1. Understand the basic 1.1 The way the insurance market operates for both suppliers and
principles of insurance consumers
1.2 Purpose of insurance:
a) Loss
b) Theft
c) Unforeseen death
d) Damage through events such as:
i. Accident
ii. Burglary
iii. Flooding
iv. Fire
75
2. Understand how insurance 2.1 Why people buy insurance

works
2.2 Common forms of insurance:
a) Home
b) Motor
c) Health
d) Life
e) Travel
2.3 How risks are shared:
a) Transfer of risk to an insurer
b) Protection through payment of known smaller premium
against unknown larger loss
c) Cover is only available for replacement values
2.4 Fundamentals of risk, i.e. risk must be:
a) Definable
b) Measurable financially
c) Subject to calculation of a fair premium
d) Against sudden and unpredictable events
e) Only for people with an insurable interest
2.5 How premiums are calculated:

a) Calculating probability of a claim
b) Understanding the statistical group to which a policyholder
belongs
2.6 Insurance documentation, including:
a) Policy or legal contract
b) Cover note
3. Understand the benefits of 3.1 To individuals, including:

insurance
a) Protection, both personal and financial
b) Reduced worry
c) Confidence and security
3.2 To society, including:
a) Economic and structural advantages of strong insurance

market
b) Presence of institutional investors
c) Encouragement to change behavior, for example, safer driving
76
d) Fitting of smoke and burglar alarms

e) Stopping smoking
4. Understand the regulatory 4.1 The role of the regulator and the nature of regulation:
and legal framework for
a) Saudi Arabian Monetary Agency
insurance
b) Market Code of Conduct Regulation
c) Purpose
d) Licensing
e) Policing and control
f) Scope of regulation
4.2 Regulation:
a) Reasons
b) Organizational codes of conduct
c) Ethical factors
4.3 The impact of legislation on the operation of the insurance market,
including the following legislation:
a) Control of Cooperative Insurance Companies Regulation, 2003
b) Compulsory motor insurance
5. Understand the importance 5.1 Factors affecting calculation of probability of risk (calculation itself
of evaluation of risk in not required nor knowledge of e.g. frequency distributions)
determining insurance
5.2 Variation between possible outcomes and expected outcomes
premiums
5.3 The greater the standard deviation, the greater the risk
5.4 Principle that many insure, few claim
5.5 Some events too risky to insure, for example:

a) Effects of war
b) Early death through suicide
77
Unit 19 - Establish customer relationship and present details of
insurance products BSUBA-1-0019-1-4
Unit 19 - Establish customer relationship and present details

of insurance products
BSUBA-1-0019-1-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to establish a
relationship with a customer, analyze their needs in respect of general and life insurance,
and report back.
1. Establish a relationship with 1.1 Use a range of communication and interpersonal skills to develop
a customer and establish relationship
1.2 Inform the customer of role and responsibility, and give details of
manager, and procedures for complaint handling should there be
cause for complaint
2. Identify the customer's 2.1 Gather the customer's personal, financial, and, if appropriate,
objectives, needs and business details
financial situation
2.2 Encourage the customer to discuss their short-, medium- and long-
term objectives in connection with insurance
3. Provide information on 3.1 Research one product from two categories of insurance
insurance options available
3.2 Identify respective advantages and disadvantages in light of
customer's situation
3.3 Report outcomes of research to customer
4. Obtain customer feedback 4.1 Obtain feedback from the customer

and discuss likely choices
4.2 Discuss choices which the customer may make
4.3 Prepare a report detailing outcomes of discussion
78
Skills scope
1. Communication and interpersonal skills will include:

a) Talking
b) Writing
c) Appropriate body language
d) Listening and clarifying
e) Reflecting
2. Products and categories may include:
a) General insurance products such as:
i. Motor
ii. Home
iii. Personal accident

iv. Public liability
b) Life insurance:
i. Term assurance
ii. Whole-life policies
iii. Health insurance
3. Information gathered may include:

a) Personal details:
i. Name
ii. Address
iii. Age
iv. Family situation
b) Specific immediate needs
c) Possible future needs
d) Expectations
4. Customer should include both:
a) Personal
b) Business
79
Understand how to develop 1. The importance of appropriate communication and interpersonal

relationships with skills and the implications for the organization if the relationship is
customers not established successfully
2. The extent of role and responsibility and when to refer a customer
to a higher level
3. The implications of not collecting sufficient information in order to
develop an understanding of a customer's needs
Understand the properties 1. The cover provided by:

of common general, life and
a) General insurance products, such as for:
health insurance products
i. Motor
ii. Home
iii. Personal accident
iv. Public liability
v. Life insurance, including term assurance and whole-life
policies
vi. Health insurance
2. The circumstances under which these products should be
suggested
3. Legal requirements for holding, for example, motor insurance and
implications for non-compliance
4. The implications of not having an appropriate level of cover
80
Unit 20 - Deliver a service to customers BSUBA-1-0020-1-3
Unit 20 - Deliver a service to customers

BSUBA-1-0020-1-3
Purpose:
The unit is about interacting with customers to identify and meet their needs and includes
identifying customer needs, identifying and resolving problems or issues and maintaining
quality.
1. Interact with a customer 1.1 Communicate with customers in a professional and courteous
manner according to workplace procedures
1.2 Respond to customer enquiries promptly and politely according to
workplace procedures
1.3 Maintain personal dress and presentation in line with workplace
procedures
1.4 Use appropriate interpersonal skills to facilitate accurate and
relevant exchange of information
1.5 Consult appropriate personnel to ensure work is coordinated
effectively with others involved
1.6 Determine location in which activities are to be undertaken from
requirements
1.7 Obtain resources required to complete the work in line with
workplace procedures and check to ensure the task requirements
have been met
2. Identify customer needs 2.1 Assess customer needs so that priorities for service delivery can be
identified in line with workplace procedures
2.2 Use appropriate questioning and active listening techniques to
determine customer needs
2.3 Provide customers with information about available options for

meeting their needs and assist them to identify their preferred
option
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2.4 Identify personal limitations in addressing customer needs and seek

assistance from appropriate personnel if required
3. Deliver a service to 3.1 Provide prompt customer service to meet identified needs in line
customers with workplace procedures
3.2 Coordinate services effectively with others involved in the task(s)

3.3 Handle customer complaints sensitively and courteously in line with
3.4 Identify and take opportunities to enhance the quality of services
whenever possible
3.5 Respond to unplanned events or conditions in line with workplace
procedures
3.6 Obtain approval from appropriate personnel before implementing
any changes
3.7 Carry out work efficiently without unnecessary wastage and use
sustainable work practices which minimize wastage of energy or
materials
4. Evaluate and complete 4.1 Monitor and adjust own work according to requirements for job
services quality, customer service and efficient use of resources
4.2 Inspect and verify customer service records after services are
provided to ensure requirements are met
4.3 Notify appropriate personnel of completion and document records
in line with workplace procedures
4.4 Detect and report any variations in quality of service in line with
4.5 Complete additional information or follow-up action in line with

customer needs
Skills scope
1. Customer service skills, including:

a) Interacting with the organization’s customers appropriately
b) Identifying customer needs accurately

c) Identifying and resolving customer issues promptly and amicably
d) Delivering services to the organization’s customers

2. Problem-solving skills to:
a) Work out what to do when plans are changed
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b) Identify problems, including those related to:

i. Process and quality
ii. Equipment selection

iii. Teamwork and work allocation problems
iv. Safety and emergency situations and incidents

v. Profit improvement
Understand the 1. Communicating effectively with personnel, including:

communication skills
a) Oral communication
relating to customer services
b) Written procedures and work instructions
2. Communicating effectively with customers, including:

a) Oral communication
b) Written communication
Understand customer 1. The purpose of customer services

services protocols
2. The organization’s procedures for dealing with customers
3. How to deal with customers
4. How to deal with customer issues
Understand the methods, 1. The purpose of record-keeping

and importance, of record-
2. The types of record-keeping used in the workplace
keeping
3. Methods of recording and maintaining records
4. Regulatory requirements for work records
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Unit 21 - Develop and implement business development strategies
to expand customer base BSUBA-1-0021-1-3
Unit 21 - Develop and implement business development

BSUBA-1-0021-1-3
Purpose:
This unit describes the learning outcomes, skills and knowledge required to develop and
implement prospecting strategies to expand the customer base of organizations.
1. Develop strategies to 1.1 Undertake research to identify potential customers

identify potential customers
1.2 Develop marketing and promotional plans to target potential
customers
1.3 Use prospecting methods to target potential customers
1.4 Review and evaluate strategies for effectiveness
2. Initiate relationship with 2.1 Develop communication strategies to effectively liaise with
potential customers potential customers
2.2 Identify and analyze client business requirements

2.3 Negotiate business requirements with customer
2.4 Prepare a tender and proposal to meet negotiated customer
business requirements in line with organization’s policies
2.5 Present organization’s proposal to the customer
3. Manage customer 3.1 Make follow-up contact with the customer

relationship
3.2 Negotiate business requirements to ensure customer satisfaction
with the service to be provided
3.3 Adapt proposal to customer as required
3.4 Develop contact with customer
3.5 Ensure all contact with customer(s) is recorded in accordance with

organizational systems and procedures
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Skills scope

a) Establish and maintain effective business relationships, and liaise, with potential and current
customers
b) Carry out research to identify potential customers
c) Contribute to marketing and promotional plans

d) Produce and discuss tenders
e) Keep relevant and appropriate records of customer contacts
2. Consultative and negotiation skills to persuade customers to use the services provided by the
organization
3. Presentation skills to promote the organization’s services to potential and current customers
4. Sales and marketing skills to:

a) Promote the organization’s services
b) Generate business leads

c) Work with other businesses
d) Provide direct marketing services
e) Market goods
f) Market services
g) Telemarket goods and/or services
Understand relevant 1. Occupational health and safety

legislation that affects
2. Privacy laws
business operations
Understand methods of 1. Sales and marketing activities

attracting new customers
2. Advertising and public relations campaigns
3. Website
Understand the 1. The business aims of the organization

organization’s products and
2. The products and/or services provided
services
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3. The customer base
4. The customer relationship management system
5. The sales and marketing strategy

6. Organizational networking
86
Unit E01 - Understand self-management skills (Employability) GNUXSA-1-0001-1-3
Unit E01 - Understand self-management skills

(Employability)
GNUXSA-1-0001-1-3
Purpose:
The purpose of this unit is for learners to develop knowledge, understanding and skills in
planning their work within their area of responsibility. Learners will develop skills in planning
and organizing their own work, identifying ways to improve their work through personal
development activities and asking for feedback from others.
The learner will be able to: Performance criteria
1. Plan work to meet 1.1 Identify areas in which they need to manage their time
objectives appropriately
1.2 Prioritize tasks and activities in order to achieve daily objectives
1.3 Agree planning targets with an appropriate person
2. Take steps to improve own 2.1 Agree personal work objectives with an appropriate person
work
2.2 Identify current skills and plan how to address any skills gaps
2.3 Prepare a personal development plan with appropriate targets
2.4 Ask for feedback from others on how to improve their work
Skills scope
1. Personal development plans include:
a) Priorities
b) Target dates
c) Development activities
d) Skills needs
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Unit E01 - Understand self-management skills (Employability) GNUXSA-1-0001-1-3
1. Understand how to plan and 1. The purpose and value of managing own time and commitments
maintain work
2. Ways of managing time and prioritizing tasks
2. Understand how to improve 1. How to identify own personal work objectives

own work
2. The contents of a personal development plan
3. The types of development activities that can be undertaken to

address identified gaps in knowledge, understanding and skills
4. The requirements of a personal work role including the limits of

personal responsibilities
5. How to ask for feedback from others to improve own work
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Unit E02 – Understand how to work as a member of a team
(Employability) GNUSXA-1-0002-1-3

(Employability)
GNUSXA-1-0002-1-3
Purpose:
The purpose of this unit is for learners to develop knowledge, understanding and skills to
contribute to team working.
1. Work as a member of a 1.1 Contribute to team planning

team
1.2 Carry out team activities in accordance with agreed work schedule
1.3 Ask for assistance from other team members when required
1.4 Support team members in achieving the work requirements and
schedule
1.5 Make suggestions for improvements to team activities and work
practice
1.6 Listen to ideas and suggestions from other team members
1.7 Complete team activities and tasks to agreed requirements and

deadlines
2. Review own performance as 2.1 Identify positive team working behaviors demonstrated during
a team member team working
2.2 Identify team working skills and behaviors that could be improved
in the future
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(Employability) GNUSXA-1-0002-1-3
Skills scope
1. Positive team working behaviors include:

a) Respecting others’ views and opinions
b) Making commitments and keeping them
c) Active listening
d) Giving useful feedback
e) Responding promptly and willingly to requests
f) Honesty and openness in dealing with others
1. Understand how to work 1. Planning activities and prioritizing work

as a member of a team
2. Methods of communication within the team
3. The importance of contributing effectively to team activities
4. Positive behaviors for team working
90
Unit E03 – Understand work and career progression (Employability) GNUXSA-1-0003-1-3
Unit E03 – Understand work and career progression

(Employability)
GNUXSA-1-0003-1-3
Purpose:
The purpose of this unit is to provide learners with the knowledge and understanding to
develop work-related skills and prepare for employment. Learners will demonstrate a range
of positive behaviors which would be expected in the workplace, and understand the sector
they have chosen and how to plan a career.
1. Demonstrate work 1.1 Demonstrate positive behaviors appropriate to employment

preparation skills
1.2 Investigate their chosen sector and career opportunities within it
1.3 Prepare a CV
Skills scope
1. Behaviors appropriate to employment:
a) Positive attitude to work

b) Courtesy and friendliness
c) Ability to meet deadlines

d) Taking responsibility for own work
e) Good attendance and punctuality
f) Honesty and integrity
g) Adaptability and flexibility in responding to requests
h) Motivation to carry out and improve own work
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Unit E03 – Understand work and career progression (Employability) GNUXSA-1-0003-1-3
2. CV features include:
a) Personal information
b) Education and qualifications

c) Work experience
d) Personal qualities and interests

e) Referees
1. Understand the chosen 1. The main organizations operating in the sector

sector
2. The products and/or services related to the sector
3. Job roles within the sector

4. Skills, knowledge and understanding needed to work in the sector
2. Understand how to plan a 1. The uses of a CV in career planning

career
2. The job opportunities within the chosen sector
3. Career progression paths within the chosen sector

4. How to develop own skills in working in the sector
3. Understand employer 1. The range of positive behaviors expected within the workplace
expectations
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Unit 22 - Co-ordinate and administer projects BSUBA-1-0022-2-4
Unit 22 - Co-ordinate and administer projects

BSUBA-1-0022-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to co-ordinate and
administer straightforward projects, or a section of a larger project.
1. Define the project 1.1 Define the project stakeholders
1.2 Identify, agree and record the purpose, scope and objectives of the
project and agree the available resources with the project lead and
other key stakeholders
1.3 Seek clarification from supervisor, or project lead, of any issues
related to the project and project management
1.4 Identify the limits of own responsibility and reporting requirements
2. Develop project plan 2.1 Develop project plan including timelines, work breakdown
structure, roles and responsibilities and other details of how the
project will be managed in relation to project parameters
2.2 Identify and access appropriate project management tools
2.3 Develop and approve project budget, linking budget to key
outcomes and incorporate reporting mechanisms to ensure
payment and outcomes are achieved
2.4 Identify monitoring and reporting arrangements for project
activities and budgets within project plans in accordance with
organizational systems and procedures
2.5 Finalize project plan and gain any necessary approvals to start
project according to documented plan
3. Co-ordinate project 3.1 Allocate and monitor tasks and resources in accordance with
administration and project requirements
monitoring
3.2 Provide support for team members to ensure that the quality of the
expected outcomes and documented timelines are met
3.3 Detail project expenditure in financial control systems and monitor
against project budgets in accordance with project plan
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3.4 Complete and forward project reports as required to project lead

and/or supervisor and/or stakeholders
3.5 Maintain project records in accordance with organizational

requirements
3.6 Identify deviations from the plan, report to relevant personnel and
take appropriate action
3.7 Achieve project deliverables
4. Finalize and review project 4.1 Identify and complete procedures for winding up project in
administration accordance with organizational and auditing requirements
4.2 Complete quality assurance, outage reports and financial record-
keeping associated with project
4.3 Document lessons learnt from the project and report to
appropriate personnel
4.4 Complete project documentation and obtain any necessary sign-
offs for concluding project in accordance with established
procedures
Skills scope
1. Planning skills to:

a) Identify the purpose, scope and objectives of the project
b) Produce project plan
c) Access human, physical and financial resources
d) Co-ordinate, monitor and review project progress against milestones
2. Budgeting skills to:
a) Ensure project stays within budget
b) Monitor expenditure
c) Maintain accurate financial records of the project
3. Record-keeping skills to ensure all information relating to the project is accurate, up to date and fit for
purpose
4. Analytical skills to:
a) Agree the project plan
b) Monitor and evaluate progress
c) Analyze project outcomes and provide accurate information to all stakeholders
5. Problem-solving skills to deal with any changes to the project plan
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Understand project 1. Project scope, which may include:

management tools,
a) Contract or other agreement
equipment, systems,
processes and techniques b) Project brief
c) Project plan or summary
d) Other documents outlining expected outcomes
2. Stakeholders, who may include:
a) Customers – internal or external

b) Suppliers
c) Funding organizations
d) Management; employees; and relevant personnel, internal and
external, with special responsibilities
e) Project sponsor
3. Project parameters may include:
a) Finances for project
b) Integration of project within organization

c) Legislative and quality standards
d) Physical, human and technical resources available and/or
required for project
e) Procurement requirements associated with project
f) Reporting requirements
g) Risks associated with project

h) Scope of project
i) Timelines
4. Project management tools may include:
a) Cost schedule control system
b) Critical path method
c) Gantt and bar charts

d) Life cycle cost analysis
e) Logistics support analysis
f) Project management software
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g) Spreadsheets
h) Technical resources required for project
Understand the project 1. Project requirements may include:

management conditions,
a) Relevant specifications, such as:
requirements and
established procedures i. Legislation
ii. Regulations
iii. Standards
iv. Codes of practice
v. Manufacturer’s specifications, schedules, manuals and
catalogues
vi. Policy and/or guidelines, government and/or industry

2. Established procedures may include:
a) Prescribed processes and measures such as:
i. Conformity notices
ii. Customer requirements and specifications

iii. Design specifications
iv. Job plans
v. Job safety analysis, risk assessment and hazard-
identification documentation
vi. Permissions to work e.g. work permits
vii. People, customers, stakeholders
viii. Documentation e.g. transport dispatches, site orders,
instructions
ix. Schedules, programs, plans
x. Standard operating procedures, encompassing formal

work instructions and/or arrangements of an organization
of how work is to be done and by whom, and including e.g.
record-keeping
96
Unit 23 - Contribute to workplace innovation BSUBA-1-0023-2-4
Unit 23 - Contribute to workplace innovation

BSUBA-1-0023-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to make a proactive
and positive contribution to workplace innovation.
1. Identify opportunities to 1.1 Understand own job role in the organization

improve the workplace
1.2 Analyze current system, process or procedure in own area of work
through innovation
to identify gaps or barriers to improvement/innovation
1.3 Identify opportunities for improvement/innovation in own area of

work
1.4 Gather and review information and ideas relevant to identified

areas for improvement
1.5 Research innovation in other organizations
2. Develop ideas with others 2.1 Identify personnel who could provide input into ideas for
improvements in own area of work, and support and develop
innovation
2.2 Produce a plan to outline the improvement to
colleagues/supervisor
2.3 Evaluate the range of ideas with colleagues/supervisor
2.4 Seek feedback on ideas for improvement/innovation and develop

options and possible variations to the plan
2.5 Review and select ideas for follow-up based on feedback and
further review
3. Develop plan for 3.1 Analyze the organization and structure of own area of work to
improvement/innovation identify impact of proposed improvement/innovation on
personnel, resources and finances
3.2 Consult with personnel who may be affected by the proposed
improvement/innovation
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3.3 Clarify any financial impact of the proposed

improvement/innovation
4. Address the practicalities of 4.1 Take action to implement routine changes in consultation with
change colleagues/supervisor and within scope of own responsibility
4.2 Identify and articulate issues and practical processes for

implementing proposed improvement/innovation
4.3 Present final ideas and practical suggestions on proposed
improvement/innovation to the appropriate personnel and seek
permission from relevant personnel before implementation
Skills scope

a) Liaise with colleagues, team members, supervisors
b) Consult with colleagues, team members and supervisors

c) Present ideas to colleagues, team members and supervisors
d) Gather and review information and ideas for improvements
e) Identify and articulate plans for implementing proposed improvement/innovation

a) Identify areas for improvement and evaluate the best approach
b) Analyze the organization to identify impact of proposed improvement/innovation
Understand opportunities 1. Changes in physical work environment

for improvement/
2. Different procedures
innovation
3. Different ways of communicating within team/department/area of
work
4. Introduction of new technology
5. Job role changes
6. New customer base
7. New work practices or services
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8. Staffing changes
9. Work processes and procedures
Understand why 1. Winning more business

improvement/innovations
2. Diversifying the business
are necessary in business
3. Increasing staff numbers
4. Changing the culture of the organization
5. Generating more income
Understand the type of 1. Examples of similar approaches in other contexts or organizations

information that might be
2. Media articles about similar ideas
relevant to ideas for
improvement/innovation 3. Notes about how the idea could improve efficiency or service levels
4. Pricing information
Understand the personnel to 1. People who challenge and test ideas

provide input and feedback
2. Supervisors and managers
3. People who could promote ideas to others
4. People who provide technical knowledge

5. People who provide resources
6. Finance managers
7. Colleagues working in same area
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Unit 24 - Produce complex business documents BSUBA-1-0024-2-4
Unit 24 - Produce complex business documents

BSUBA-1-0024-2-4
Purpose:
This unit describes the skills learning outcomes and knowledge required to plan complex
business documents, draft text, prepare final text and produce complex business documents.
1. Plan business documents 1.1 Determine the purpose of document
1.2 Choose appropriate format for document

1.3 Establish the best means of communication
1.4 Determine the requirements of document
1.5 Determine the categories and logical sequences of data,
information and knowledge to achieve document objectives
2. Draft text 2.1 Review and organize available data, information and knowledge
according to proposed structure and content
2.2 Ensure data, information and knowledge is aggregated, interpreted
and summarized to prepare text that satisfies document purposes
and objectives
2.3 Include graphics as appropriate
2.4 Identify gaps in required data and information and collect
additional material from relevant personnel
2.5 Draft text according to document requirements and genre
2.6 Use language appropriate to the audience
3. Prepare final text 3.1 Review draft text to ensure document objectives are achieved and
requirements are met
3.2 Check to ensure accurate grammar, spelling, punctuation and
appropriate style
3.3 Ensure draft text is approved by relevant personnel
3.4 Process text amendments as required
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4. Produce document 4.1 Choose basic design elements for documents appropriate to
audience and purpose
4.2 Use word-processing software to apply basic design elements to

text
4.3 Identify documents for desktop publishing if appropriate and set up

as required
4.4 Check documents to ensure all requirements are met
Skills scope
1. Technology may include:

a) Computers
b) Photocopiers
c) Printers
d) Scanners
2. Software may include:
a) Accounting packages
b) Databases packages
c) Presentation packages
d) Spreadsheet packages
e) Word processing packages
f) Desktop publishing
3. Documents may include:

a) Accounts statements
b) Customer databases
c) Newsletters
d) Project reviews
e) Proposals
f) Reports
g) Brochures
h) Flyers
i) Forms
j) Promotional material
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k) Schedules
4. Formats may include:
a) Email
b) Forms
c) Letters
d) Memos
e) Notes of meetings
5. Purposes may include:
a) Provision of information
b) Communication about meetings or events
c) Notes or outcomes of meetings

d) Clarification of issues
e) Requests for advice or assistance
6. Layout may include:
a) Boxes
b) Color
c) Columns
d) Drawing
e) Graphics
f) Headings
g) Letter conventions
h) Page layout
i) Photographs
j) Typeface
k) White space
a) Clipart
b) Data from other software applications
c) Digital photographs
8. Audience may include:
a) Internal and external customers

b) Primary recipients of the communication
c) Recipients who receive copy for information
d) Signatory of the document
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9. Styles of language may include:

a) Formal or informal
b) Active or passive voice

10. Organizational requirements may include house style; specified timeframe.
11. “Error-free” means: including all key points; correct spelling, punctuation, grammar, sentence
construction, paragraph construction.

a) Clarify requirement of document and establish best means of communication
b) Select appropriate format
c) Interpret data, information and knowledge in document
d) Draft and review complex text

a) Edit and proofread documents
b) Create documents with a complex, organized structure of linked paragraphs which use simple and
complex syntactic structure
c) Use appropriate language and style
d) Use accurate language, spelling, punctuation and grammar
e) Check documents for accuracy
14. IT skills to:

a) Use the correct word-processing software
b) Apply basic design elements to text
c) Use relevant desk-top publishing packages
15. Numeracy skills to:
a) Collate and present data, graphs and annotated references
b) Analyze numerical data

a) Use processes flexibly and interchangeably
b) Analyze complex information and data
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Understand formatting 1. Understand how formatting styles impact on:

styles
a) Formatting of documents
b) Detailed business letters

c) Emails
d) Instructions and procedures
e) Manuals
f) Publications, leaflets, brochures

g) Reports
h) Speeches and presentations
i) Tender documentation and public notices
j) Website text
k) Readability of documents
l) Appearance of documents
Understand documents 1. Compliance with genre

requirements
2. Compliance with proformas, standardized reporting requirements
or undertakings made by the organization about reporting
3. File types and sizes for online documents
4. Requirements for languages other than English
5. Legal or traditional requirements for the particular document

format
6. Organizational policy, procedures and guidelines applying to writing

documents, including house style
7. Point numbering systems
8. Requirements for illustrations, photographs, graphs, charts, maps
and other illustrative material to explain texts
9. Standards for references, footnotes, citations, acknowledgements
10. Timelines, including deadlines

11. Word length
12. Writing styles, including simplicity of English and use of technical
language
104
Understand categories and 1. Categories and sequences conventionally used for the particular
logical sequencing of data, type of document being prepared
information and knowledge
2. Chronological, alphabetical or operating sequences
3. Facts, observations, conclusions and recommendations
4. Illustrative case studies and other examples

5. Linking and summary statements
6. Recommendations and supporting arguments
Understand the range of 1. Justification and alignment

design elements that may be
2. Lists and tables
used in complex documents
3. Logos, branding, organizational identity requirements
4. Margins and paragraph indentation

5. Templates
6. Use of color and white space
Understand the key 1. Purposes, uses and functions of desktop publishing software
elements of desktop
2. Styles and their effect on formatting, readability and appearance of
publishing
document
105
Unit 25 - Handle receipt and dispatch of information BSUBA-1-0025-2-3
Unit 25 - Handle receipt and dispatch of information

BSUBA-1-0025-2-3
Purpose:
This unit covers the learning outcomes, skills and knowledge required to receive and
distribute incoming mail, to collect and dispatch outgoing mail and to collate and dispatch
bulk mail according to Saudi Post specifications.
The learner will: Performance criteria:
1. Receive and distribute 1.1 Check and register incoming mail to ensure accuracy of records
incoming mail
1.2 Process documents according to organizational policies and
procedures
1.3 Identify and ensure understanding of titles and locations of
organization’s personnel and departments
1.4 Identify and promptly distribute urgent and confidential mail to the
addressee
1.5 Sort mail and dispatch to the nominated personnel/location
1.6 Record and/or report damaged, suspicious or missing items and

take appropriate action in accordance with organizational
procedures
2. Receive and dispatch 2.1 Collect, check and sort outgoing mail to ensure all items are
outgoing mail correctly prepared for dispatch
2.2 Determine the most appropriate delivery method and select
appropriate envelopes and address correctly
2.3 Process outgoing mail correctly in accordance with organizational
policy
2.4 Record mail in register
2.5 Sort mail according to carrier

2.6 Dispatch mail using the most appropriate delivery method and
within designated timelines
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3. Collate and dispatch 3.1 Estimate quantities/resources/time to complete bulk mailing of

documents for bulk mailing documents correctly
3.2 Collate documents as required

3.3 Sort envelopes and batch in accordance with specification
3.4 Employ Saudi Post bulk mail satchels where appropriate

3.5 Self-check numerical information
3.6 Lodge batched items in time for delivery by relevant carrier
4. Organize urgent and same- 4.1 Package, address and weigh items for urgent delivery
day deliveries
4.2 Determine and select best option for urgent delivery
4.3 Make follow-up arrangements as necessary
Skills scope
1. Register of incoming mail may include:
a) Diary
b) Electronic register
c) Mail book
2. Processing document may include:
a) Attaching the date to the document
b) Attaching file matter number to the document
3. Preparing outgoing mail for dispatch will differ according to:

a) Saudi Post
b) Carrier requirements
c) Hand delivery
4. Appropriate delivery method for mail may include:
a) Airmail
b) Saudi Post
c) Certified and registered mail
d) Courier
e) Express post
f) Hand delivery
5. Processing outgoing mail may include:
a) Collating documents as instructed
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b) Making copies of documents as instructed

c) Registering date of dispatch
d) Registering dispatch receipt, if appropriate

e) Registering method of dispatch
f) Registering receipt and receiver of mail if hand-delivered

g) Registering sender, destination and contents
6. Document collation may include:

a) Method of binding, attaching multiple documents
b) Multiple recipients of same documents
c) Order of collation
7. Best option for urgent delivery may include:

a) Courier
b) Email
c) Facsimile
8. Follow-up may include:

a) Ensuring mail is delivered to recipient
b) Providing proof of dispatch
9. Specifications may differ according to:
a) Saudi Post sorting specifications

b) Destination of items
c) Number/weight of items
10. Organizational policies and procedures may include:
a) Confidential mail procedures

b) Delivery/dispatch of urgent mail
c) Mail register
d) Security procedures
Understand the relevant 1. Commercial confidentiality

organizational policies and
2. Customer service
procedures
3. Information management
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4. Records management
5. Confidential mail procedures
6. Delivery/dispatch of urgent mail

7. Mail register
8. Security procedures
Understand accepted codes 1. Duty of care

of conduct
2. Ethical behavior
3. Compliance with reasonable direction
4. Conflict of interest
5. Privacy and confidentiality
6. Use of organization’s property

7. Saudi Post’s batching specifications
8. Criteria for courier selection
9. Roles and locations of organization’s personnel
10. Locations and functions of organization’s departments, if applicable
109
Unit 26 - Work effectively in a business environment BSUBA-1-0026-2-4
Unit 26 - Work effectively in a business environment

BSUBA-1-0026-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to work effectively
within a commercial or business environment.
1. Work within business 1.1 Read organizational guidelines, procedures, regulations and codes
services industry guidelines, of practice and identify their effects on everyday work, seeking
procedures and laws advice where necessary
1.2 Adhere to workplace procedures and instructions for sustainable

work practices and follow and suggest any potential improvements
to appropriate personnel
1.3 Carry out work tasks in accordance with specific organizational
policies, guidelines and procedures
1.4 Check to ensure that completed work tasks meet organizational
philosophy, values and objectives in relation to customer service,
professional practice and ethical principles
1.5 Obtain assistance in applying the guidelines, procedures and
regulation from appropriate personnel where necessary
2. Communicate in the 2.1 Use effective listening and speaking skills in verbal communication
workplace
2.2 Respond to instructions or enquiries promptly and in accordance
with organizational requirements
2.3 Check to ensure that presentation of written information meets
organizational standards of style, format and accuracy
2.4 Use communication to develop and maintain positive relationships,
mutual trust and confidence
2.5 Use technology to support communication with colleagues,

customers and other stakeholders
3. Work in a team 3.1 Provide support to team members to ensure work group goals are
environment met
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3.2 Make constructive contribution to work group goals and tasks

3.3 Share information relevant to work with work group to ensure
designated goals are met
3.4 Share opportunities for improvement of work group activity with
work group members
3.5 Display courteous and helpful manners at all times
3.6 Recognize and accommodate cultural differences within the team
4. Develop effective work 4.1 Identify work and personal priorities and plan these to achieve a
habits balance between any competing priorities
4.2 Apply time management strategies to work duties
4.3 Follow appropriate dress and behavior codes as required by the
workplace, job role or customer contact
4.4 Attend training, review professional publications and participate in
professional networking opportunities to develop skills and
knowledge relevant to the sector
Skills scope
1. Communication and literacy skills to:

a) Read and interpret documents
b) Identify work requirements and process relevant documentation
c) Check and review own work in line with organizational systems and processes
d) Develop and maintain positive working relationships
2. IT skills to:
a) Access and use appropriate software
b) Access and use internet information
c) Select and use technology appropriate for task, including computers, communication tools and
technical equipment
3. Planning, organizational and self-management skills to:
a) Plan and sequence own work
b) Work effectively within workplace systems and procedures
4. Team-working skills to:

a) Support workplace colleagues
b) Share workplace information

c) Contribute to the work of the team
111
Understand relevant 1. Occupational health, safety and security

specifications and/or legal
requirements
3. Manufacturer’s specifications, schedules, manuals and catalogues
4. Standard operating procedures, including:
a) Formal work instructions and/or arrangements
b) Record-keeping
c) Equipment use
5. Organizational requirements, including:
a) Business plans
b) Goals, objectives, plans, systems and processes
c) Quality and continuous improvement processes and standards
Understand organizational 1. Organizational values and behaviors

goals and objectives
2. Work procedures and quality assurance manuals
3. Business planning
4. Financial performance
5. Marketing and customer service
6. People management
7. Work procedures and manuals
Understand organizational 1. Best practice guidelines

policy, guidelines and
2. Complaint and grievance procedures
procedures
3. Customer services statements
4. Induction program
5. Industry policy documents

6. Operating manuals
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Unit 27 - Monitor and manage small business operations BSUBA-1-0048-2-4
Unit 27 - Monitor and manage small business operations

BSUBA-1-0048-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to operate a small
business and to implement a business plan.
1. Develop operational 1.1 Develop an action plan to provide a clear and coherent strategic
business development direction in accordance with organizational business goals and
strategies and procedures objectives
1.2 Develop a quality system for the organization in line with industry
standards and compliance requirements
1.3 Develop performance measures and operational targets to
conform with the business plan
1.4 Develop strategies for innovation, using existing, new or emerging
technologies, where practicable, to improve business performance
2. Implement operational 2.1 Implement systems and use key performance indicators/targets to
business development monitor business performance and customer satisfaction
strategies and procedures
2.2 Implement systems to control stock, expenditure/cost and
wastage/shrinkage in accordance with the organization’s business
plan
2.3 Maintain staffing requirements, where applicable, within budget to
maximize productivity
2.4 Carry out the provision of good/services in accordance with

organizational, legal and technical requirements
2.5 Provide goods/services in accordance with time, cost and quality
specifications and customer requirements
2.6 Apply quality procedures to address product/service and customer

requirements
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3. Monitor business 3.1 Regularly monitor/review the achievement of operational targets

performance to ensure optimum business performance in accordance with the
organization’s business plan
3.2 Review systems and structure to support business performance
more effectively
3.3 Investigate and analyze operating problems to establish causes and
implement changes as part of the business quality system
3.4 Amend operational policies and procedures to incorporate
corrective action
4. Review business operations 4.1 Review and adjust business/operational plan as required to
maintain business viability in accordance with the organization’s
business plan
4.2 Clearly record proposed changes to aid future planning and

evaluation
4.3 Undertake ongoing research into new business opportunities and
adjust business goals and objectives as new business opportunities
arise
Skills scope
1. How operational strategies and procedures may be determined by:

a) Size, location and layout of business premises
b) Financial control systems and procedures

c) Management and administrative systems and procedures
d) Technology
e) Physical and natural resources
f) Plant and equipment
g) Purchase (sole or shared ownership) or leasing
h) Raw materials (where relevant)
i) Requirements, which may be one-off requirements or recurrent requirements (such as equipment
maintenance) specific to the nature of the business
j) Use of existing, new and emerging technologies such as e-commerce

2. Business goals and objectives may include:
a) Customer needs/marketing projections

b) Family or community benefits
c) Financial projections
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d) Goals, objectives, plans, systems and processes

e) Lifestyle issues
f) Proposed size and scale of the business, market focus of the business
g) Short-, medium- or long-term goals
3. Quality systems may include:

a) Manual or computer quality control systems
b) Quality assurance/ management approaches

c) Random inspections and assessments of goods and services against predetermined standards
d) Random inspections and assessments of processes against predetermined standards
e) Random sampling and follow-up of customers
4. Operational targets may include:

a) External targets which may relate to market share and positioning, and may involve exploring new
markets, building national or international trade links
b) Internal targets which may relate to size, quality, quantity, diversity, wages to sales, and sales to
area/stock levels/stock turnover/average debtor payment periods and levels
c) Staffing level and skills mix
d) Targets which may be short, medium or long term
5. Technical standards may include:
a) Current and generally agreed descriptions of what the product/service is, how it should be
produced/delivered and the quality, safety, efficiency or other measures to determine the activity is
done effectively
1. Understand the importance 1. How to manage the business operation

of strategies and procedures
2. How to make adjustments to the business operation as required
3. How to set up quality systems
4. Marketing, sales and financial concepts
5. Innovation
2. Understand the systems and 1. Operations control system

processes required
2. Revenue control system
3. Performance management system
115
4. Quality systems principles and methods

5. Systems to manage staff, stock, expenditure, services and customer
service
3. Understand the importance 1. Occupational health and safety responsibilities and procedures for
of risk management systems managing hazards
and processes
2. Principles of risk management relevant to business, including risk
assessment
116
Unit 28 - Conduct financial transactions BSUBA-1-0049-2-4
Unit 28 - Conduct financial transactions

BSUBA-1-0049-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to communicate with
customers and operate a range of point-of-sale equipment to perform sales transactions and
reconcile takings.
1. Operate point-of-sale 1.1 Plan and prepare work to ensure it is appropriately sequenced in
equipment accordance with organizational requirements
1.2 Operate point-of-sale equipment according to design specifications
1.3 Open and close point-of-sale terminal according to organizational

1.4 Conduct cash handling according to organizational security

procedures
1.5 Maintain supplies of change and cash float in point-of-sale terminal
according to organizational procedures
1.6 Attend to active point-of-sale terminals according to organizational

1.7 Complete record of transaction errors according to organizational
1.8 Maintain adequate supplies of dockets, vouchers and point-of-sale
documents
2. Perform point-of-sale 2.1 Complete point-of-sale transactions according to organizational

transactions policies and procedures and relevant legislation
2.2 Identify and apply workplace procedures in respect of cash and
non-cash transactions
2.3 Identify and apply workplace policies and procedures with regard
to exchanges and returns
2.4 Move goods through point-of-sale area efficiently and with

attention to fragility and packaging
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2.5 Enter accurate information into point-of-sale equipment

2.6 Respond to unplanned events or conditions according to
established organizational policies and procedures
2.7 Verbally state total price and amount cash received to customer
and tender correct change
3. Complete sales 3.1 Complete relevant customer documentation

3.2 Process sales transactions in a timely manner or direct customers
to point-of-sale terminals according to organizational policies and
procedures
4. Remove takings from 4.1 Balance register or terminal at designated times according to
register or terminal organizational policies and procedures
4.2 Separate cash float from takings prior to balancing and secure
according to organizational policies and procedures
4.3 Supply change to register or terminal according to organizational
4.4 Determine register or terminal reading or print-out
4.5 Remove and transport cash and non-cash documents according to

organizational security policies and procedures
5. Reconcile takings 5.1 Count cash and calculate non-cash documents

5.2 Determine balance between register or terminal reading and sum
of cash and non-cash transactions and record takings
6. Complete records of 6.1 Make final checks to verify that the financial transactions comply
financial transactions with requirements
6.2 Make suggestions for improvements to organizational practices to
conduct financial transactions
6.3 Complete documentation/reports to ensure detailed work activities
and requirements are met
Skills scope
1. Technical skills to use point-of-sale equipment and apply procedures, including:
a) Opening and closing point-of-sale registers

b) Touch-screen displays
c) Calculators
d) Electronic funds transfer point-of-sale (EFTPOS) terminals
118
e) Credit and debit cards, checks

f) Electronic barcode scanners
g) Lay-by
h) Credits and returns
i) Customer refunds
2. Numeracy skills to:
a) Calculate a total price

b) Count cash
c) Balance point-of-sale terminal
d) Tender correct change
3. Point-of-sale equipment, including:

a) Manual:
i. Cash register
ii. Credit or debit card equipment
b) Electronic:
i. Terminal and screen
ii. Bar code scanner
iii. EFTPOS equipment
iv. Smart card
1. Understand the stages of 1. Cash-handling procedures, including:

the cash-handling process
a) Opening and closing point-of-sale registers
b) Clearing terminal and transferring tender

c) Maintaining cash float
d) Tendering change
e) Counting cash
f) Calculating non-cash documents

g) Balancing point-of-sale terminal
h) Recording takings
i) Securing cash and non-cash transactions
119
j) Determining change required and denominations of change
2. Be familiar with relevant 1. Customer services policies and procedures

organizational policies and
2. The advantages and disadvantages of the various point-of-sale
procedures
techniques
3. Cash-handling security and organizational procedures for dealing

with potential security problems
4. Staff roles in conducting financial transactions
120
Unit 29 - Establish and maintain a cash accounting system BSUBA-1-0037-2-4
Unit 29 - Establish and maintain a cash accounting system

BSUBA-1-0037-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to establish a system
for administering receipts and payments, and to maintain it.
1. Identify relevant 1.1 Consult manager to establish what business activities are
information to establish a undertaken
chart of accounts
1.2 Identify and examine existing material which will be relevant in
establishing the chart of accounts
1.3 Consult manager to determine accounting software required

1.4 Determine other relevant requirements
1.5 Establish chart of accounts and record opening balances

1.6 Validate chart of accounts with manager
2. Analyze and verify source 2.1 Verify invoices and other documents for accuracy and compliance
documents
2.2 Identify discrepancies between amounts owed and amounts paid
and investigate and resolve according to organizational procedures
3. Process receipts and 3.1 Make payments and receive and bank money when required
payments
3.2 Accurately code and record receipts and payments
3.3 File receipts and payments according to organizational procedures
3.4 Balance receipts and payments in accounting system
4. Set up and maintain a petty 4.1 Establish a process for the management of petty cash
cash system
4.2 Check to ensure that the cash float plus money expended aligns
with initial balance according to organizational procedures
4.3 Post petty cash payments to appropriate ledger
5. Process and reconcile credit 5.1 Check credit card transactions against invoices and other source
card payments documents and reconcile with statements
121
5.2 Process credit card payments in accordance with organizational

procedures
6. Manage bank reconciliations 6.1 Verify processed transactions against the bank statement
6.2 Reconcile the bank statement balance with that in the accounting
system
7. Prepare and produce 7.1 Draft reports at agreed intervals on organization's financial position
financial reports as evidenced by data in accounting system
7.2 Submit to manager for verification
7.3 Send to agreed personnel
Skills scope
1. Business activities will include all those for which payments are made or received.
2. Materials may include:
a) Existing chart of accounts

b) Financial records and/or data
3. Source documents, such as:
a) Cash payments and receipts journals
b) Sales and purchases journals

c) General ledger
d) Asset and inventory records
4. Discrepancies may be caused by:
a) Posting to incorrect account/journal

b) Keystroke errors
c) Overpayments
d) Part payments
e) Underpayments
f) System errors
5. Appropriate ledger may include:
a) Cash ledger
b) General ledger
122
Understand the steps to be 1. Principles of a cash accounting system

taken in establishing a cash
2. Differences between a cash accounting system and an accrual
accounting system
system and when each should be used
3. Typical constituents of a chart of accounts
4. Organizational procedures
Understand the financial 1. Payments

transactions which are
2. Expenditure
relevant to the system
3. Petty cash
4. Reconciliations
Use accounting software to 1. Features of basic accounting software and how to choose most
establish and maintain the suitable
system
2. Preparation of invoices
3. Data protection and security
123
Unit 30 - Maintain financial records in a small business
BSUBA-1-0050-2-4

BSUBA-1-0050-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to maintain financial
records in a small business.
1. Establish system 1.1 Establish the requirements and purpose of the financial system in
requirements accordance with business plans and any financial compliance
requirements
1.2 Identify the system needs and statutory reporting requirements
2. Establish financial 2.1 Ensure the established financial administrative systems match the
management system identified requirements of the business
2.2 Ensure the mechanisms for the review of terms of trade and fee
structures are suited to business needs and meet industry
standards
2.3 Identify, acquire and install equipment and software needed for the
financial administrative system
2.4 Ensure the financial administration, reporting and performance
indicators provided by the system are in accordance with the
business’s statutory obligations
2.5 Implement financial administrative systems in accordance with

business processes and policies
3. Maintain financial reporting 3.1 Ensure that the financial reports required to monitor business
systems performance, to ensure accurate and timely information on
working capital and cash flow and to meet statutory obligations are
accurately prepared, meet the prescribed format and are to
deadline
3.2 Distribute financial reports to the relevant personnel and
organizations by the due dates
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BSUBA-1-0050-2-4
3.3 Evaluate financial administration and reporting systems against
established performance indicators
Skills scope
1. Financial records may include:

a) General journal
b) Sales journal
c) Purchases journal
d) Cash receipts journal
e) Cash disbursements journal
f) General ledger
2. Discrepancies may relate to:

a) Bank charges
b) Dishonored checks
c) Errors in entries
d) Interest
3. Designated authority may be:
a) Line manager
b) Chief Accountant
c) Bank
4. Organizational requirements may cover:
a) Policy and guidelines

b) Designated timelines
c) Guidelines for reconciling journals
d) Procedures for totaling adjusted journals
e) Security procedures
f) Resolution procedures
5. Transactions may include:
a) Making routine entries
b) Correction of posting errors
c) Interest expended and received
d) Depreciation
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BSUBA-1-0050-2-4
e) Writing off stock losses
f) Writing off bad debts
g) Purchase of a fixed asset on credit

h) Sale of a fixed asset on credit
6. Reconciling accounts includes the checking of:

a) Accuracy of account balances
b) Cash payments and receipts against bank statements

7. Cash flows include those derived from:
a) Operational activities
b) Investment activities
c) Financing activities
8. Payments may include those made by:
a) Cash
b) Checks
c) Credit/debit cards
1. Understand the financial 1. Relevant agreements, codes of practice and legislative

requirements of a small requirements
business
2. Workplace procedures, including:
a) Compilation and use of cash receipts and cash payments
journals
b) Basic preparation, interpretation and analysis of financial
reports
c) Recording and balancing of petty cash transactions
d) Completion of tax reconciliations and documentation
e) Development and use of debtors and creditors records systems
f) Completion of tax documentation and requirements

g) Reconciliation of bank statements with cash records
3. Contacts and sources of information/documentation needed
4. Respond to any problems that may arise and take appropriate
action to prevent or solve them
126
BSUBA-1-0050-2-4
2. Understand the processes 1. Customer service policies and procedures

and procedures relevant to
2. Documentation requirements of banking institutions, government
the financial requirements
and customers
of a small business
3. Accounting and auditing processes
4. Financial control procedures

5. Debt control processes
127
Unit 31 - Set up a business or records system for a small business
BSUBA-1-0051-2-4
Unit 31 - Set up a business or records system for a small

business
BSUBA-1-0051-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to research, develop
and implement business or records systems for a small business.
1. Determine record-keeping 1.1 Identify and document core business, supporting activities,
requirements resources and business context using observation and consultation
1.2 Determine security and access requirements for business or
records system content from analysis of business activities
1.3 Analyze business documentation to determine organizational

reporting and accountability requirements
1.4 Identify organizational functions and activities for which records

must be kept from analysis of business and context documentation
1.5 Determine nature, detail and format of records (content and
metadata) for each organizational function and activity from
analysis of the business and its context
2. Devise an appropriate 2.1 Determine metadata needed to manage records (store, locate and
record-keeping system retrieve) in a business or records system
2.2 Select scale and number of business or records systems appropriate
to scale and nature of business operations
2.3 Select technological requirements of business or records systems
appropriate to scale and nature of business operations
2.4 Select cost structure for business or records systems appropriate to
scale, nature and organizational cash flow requirements
2.5 Ensure maintenance, disposal and updating requirements of

business or records system conform to scale, nature and culture of
the organization
128
BSUBA-1-0051-2-4
2.6 Select business or records system suited to projected growth of the
organization
3. Develop business rules and 3.1 Develop rules for incorporating individual records and information
procedures to support (records capture) into the business or records system
operations
3.2 Develop rules for deciding and recording retention periods and
appropriate disposal actions for records
3.3 Develop and document procedures for the use of the system
3.4 Provide system users with training or instructions in the use of the
business or records system in line with the type and scale of the
organization
Skills scope
1. Identifying core business, including:
a) Authenticity, integrity, reliability, usability of records and other documents

b) Diagrammatic representations
c) Formal, informal, hand-written documents
d) Online instructions or computer-based format instructions that can be updated
e) Paper-based manuals
2. Resources may include:
a) Human resources and their availability
b) Location or resources currently in operation
c) Physical resources
d) Organizational policies and procedures
e) Technological resources
f) Resources available for purchase or development
3. Business context may include:
a) Customers and their expectations
b) Governance frameworks
c) Industry sector characteristics and reporting requirements of that sector
d) Internal and external accountability requirements
e) Internal and external stakeholders whose interests must be taken into account
f) Other relevant legislation and regulations including those covering:
i. Business activity reporting
129
BSUBA-1-0051-2-4
ii. Taxation
iii. Corporation law reporting requirements
iv. Occupational health and safety

v. Privacy protection
4. Business and records systems may include:

a) Archival control systems
b) Business systems
c) Cash register-based systems
d) Characteristics relating to:
i. Aggregations
ii. Context
iii. Entities
iv. Metadata
e) Electronic records and document management system (ERDMS)
f) Informal systems
g) Paper-based accumulation and card systems
h) PC-based accounting systems, employee and tax records systems
i) Proprietary record-keeping package
j) Storage facilities systems

5. Organizational functions and activities may include:
a) Asset management
b) Conventional and email correspondence
c) Customer relationship management

d) Invoicing and sales
e) Legislative, regulatory and licensing compliance

f) Marketing and promotion
g) Purchasing and expenditure

h) Research and development
i) Risk management
j) Stock control
130
BSUBA-1-0051-2-4
1. Understand the general 1. Systems of control

principles and processes of
2. Records continuum theory
records management
systems 3. Mandate and ownership of business process
4. Environmental context
5. Records characteristics
2. Understand the 1. Internal controls

organizational context
2. Organizational functions, structure and culture
3. Organizational policies and strategies
4. Organizational technological base
3. Understand the types of 1. Different stages of use, including:

records that exist
a) Active
b) Archival
2. Digital, including:
a) Remote drives
b) Servers
c) CDs
d) DVDs
e) Imaging systems
f) PC-based applications
g) Mainframe
3. Physical, including:
a) Audiovisual or multimedia
b) Graphic
c) Microform
d) Paper-based
4. Variety of sources, including:
a) Already within the organization

b) In the process of being transferred to the organization
5. Metadata, including:
131
BSUBA-1-0051-2-4
a) Activity classification terms
b) Date, time and location of record creation or registration into
the system
c) Identity of record creator
d) Indexing and descriptive terms

e) Record format
f) Security and access information
g) Unique identifiers for each record
132
Unit 32 - Establish legal and risk management requirements of a
small business BSUBA-1-0052-2-4
Unit 32 - Establish legal and risk management requirements

of a small business
BSUBA-1-0052-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to identify and comply
with the regulatory, legal, taxation and insurance requirements and risk-management needs
of a small business.
1. Identify and implement 1.1 Identify and research possible options for the business legal
business legal requirements structure using appropriate sources
1.2 Determine legislation and regulatory requirements affecting the
operations of the business under its chosen structure
1.3 Develop and implement procedures to ensure full compliance with

relevant legislation and regulatory requirements
1.4 Development and implement a risk management register for a

small business
2. Comply with legislation, 2.1 Establish systems to ensure the legal rights and responsibilities of
codes and regulatory the business are identified and the business is adequately
requirements protected, specifically in relation to occupational health and safety,
business registration and environmental requirements
2.2 Identify taxation principles and requirements relative to the
business and follow procedures to ensure compliance
2.3 Identify and carefully maintain legal documents and maintain and
update relevant records to ensure their ongoing security and
accessibility
2.4 Monitor the provision of products and services of the business to
protect legal rights and comply with legal responsibilities
2.5 Conduct investigations to identify areas of non-compliance with
legal and regulatory requirements and suggest corrective action
where necessary
133
3. Negotiate and arrange 3.1 Seek legal advice on contractual rights and obligations, if required,
contracts to clarify business liabilities
3.2 Investigate and assess potential products/services to determine

procurement rights and to ensure protection of business interests
where applicable
3.3 Negotiate and secure contractual procurement rights for goods and
services including contracts with relevant personnel as required
and in accordance with the business plan
3.4 Identify insurance requirements and suggest adequate cover

3.5 Identify options for leasing/ownership of business premises and
contractual arrangements in accordance with the business plan
Skills scope
1. Options for the business legal structure, including:

a) Company, corporate, government-owned enterprise, partnership, sole trader
2. Options for the legal business structure may be influenced by, for example:
a) Confidentiality, contractual requirements, family or community expectations, ownership transfer,
partnership considerations, preferences of owners/stakeholders, protection of assets, requirements
of financial backers, taxation, labor law
3. Appropriate sources of advice, including:
a) Business advisers, financial planners, government agencies, industry/trade associations,
professional advisers e.g. lawyers, accountants
4. Legislation and regulatory requirements may include:
a) Local, national, international regulations and codes of practice affecting business operations such
as:
i. Relevant laws and regulations
ii. Industry and occupational health and safety codes of practice
iii. Business registrations and licenses
iv. Planning and other permissions
v. Industrial law
vi. Labor law

5. Legal rights and responsibilities may include:
b) Nationally appropriate processes and protocols

c) Marketing the business in accordance with legal requirements
134
6. Occupational health and safety (OHS) requirements may include: complying with OHS codes of practice;
establishing hazard management systems and processes; establishing OHS record-keeping achievements
7. Taxation principles may include relevant taxation requirements.

8. Legal documents may include:
a) Appropriate software for financial records

b) Certification of incorporation
c) Constitution documents
d) Franchise agreements
e) Partnership agreements
f) Statutory books for companies
4. Records may include: environmental; financial; occupational health and safety; personnel; taxation
5. Occupational health and safety records may include: accident reports and investigations; first aid and
medical; hazardous substances register; manufacturers’ and suppliers’ information; plant maintenance
and testing
6. Contracts with relevant people may include; owners; suppliers; employees; landlords; agents;
distributors; customers
7. Insurance requirements may include: insurance for vehicles/ property; professional indemnity
insurance; public liability insurance; other insurance cover as required by legislation
1. Understand the relevant 1. Business registration and licensing

legislative requirements in
2. Local and national legislative requirements in relation to:
the business context
a) Occupational health and safety
b) Environmental considerations
c) Taxation
3. Creation and termination of contracts
4. Record-keeping
5. Relevant industry codes of practice

6. Relevant insurance requirements and products
135
Unit 33 - Undertake small business planning BSUBA-1-0053-2-4
Unit 33 - Undertake small business planning

BSUBA-1-0053-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to research and
develop an integrated business plan for achieving business goals and objectives.
1. Identify elements of the 1.1 Identify the purpose of the business plan
business plan
1.2 Identify and review the essential components of the business plan
1.3 Identify and document business goals and objectives as a basis for
measuring business performance
2. Develop a business plan 2.1 Research resources, legal and compliance requirements in relation
to business goals and objectives
2.2 Research market needs, market size and potential
2.3 Identify sources and costs of finance from the financial plan to
provide required liquidity and profitability for the business
2.4 Identify methods from the marketing strategies to promote the

market exposure of the business
2.5 Identify methods/means of production/operation from the
production/operations plan to conform with business goals and
objectives
2.6 Identify staffing requirements to produce/deliver products/services

effectively
2.7 Identity specialist services and sources of advice where required
and cost in accordance with available resources
3. Develop strategies for 3.1 Identity the specific interests and objectives of relevant people, and
minimizing risks seek and confirm their support for the planned business direction
3.2 Identify and develop risk-management strategies according to
business goals and objectives and relevant legal requirements
136
3.3 Develop contingency plan to address possible areas of non-

conformance with the plan
Skills scope
1. Business plan may include:

a) Business opportunities which may be influenced by:
i. Amount and type of finance available
ii. Expected financial viability
iii. Skills of employees
b) Details of ownership/management
c) Finance: expenditure statement, balance sheet and cash flow forecast, projections for the initial
years of operation, assumptions underlying the business plan, expected level of inflation and
taxation, expected trend of interest rate, capital expenditure and its timing, stock turnover, debtors
collection period, return on investment
d) Level of risk involved, risk assessment and management
e) Market focus of the business
f) Marketing requirements
g) Need to raise finance and requirements of lenders

h) Organization/operational arrangements
i) Proposed size and scale of business
j) Recognition of any seasonal or cyclical (time-based) elements which are crucial to the success of the
business
k) Resources required and available
l) Sources of funding
m) Specialist services and sources of advice that may be required
n) Staffing
o) Stages in business development

2. Business goals and objectives may include:
a) Customer needs/marketing projections
b) Family or community benefits
c) Financial projections
d) Goals, objectives, plans, systems and processes
e) Market focus of the business
137
f) Proposed size and scale of the business

g) Short-, medium- and long-term goals
3. Financial plan may include:

a) Analysis of sales by product/service
b) Cash flow estimates for each forward period

c) Current financial state of enterprise
d) Estimates of profit and loss projections

e) Financial performance to date (if applicable)
f) Likely return on investment
g) Monthly, quarterly or annual returns
h) Non-recurrent assets calculations

i) Profit, turnover, capital and equity targets
j) Projected profit targets, pricing strategies, margins
k) Projections of likely financial results
l) Projections, which may vary depending on the importance of such information and the stage in the
life of the business
m) Resources required to implement the proposed marketing and production strategies (staff,
materials, plant and equipment)
n) Review of financial inputs required (sources and forms of finance)

o) Risks and measures to manage or minimize risks
p) Working, fixed, debt and equity capital
4. Marketing strategies may include:
a) Achieving lower costs of production and distribution than competitors
b) Creating a very different product line or service so that the business becomes a class leader in the
industry
c) Distribution
d) Pricing, presentation and display of products/services
e) Product design and packaging
f) Product range and mix
g) Promotion and advertising
h) Pursuing cost leadership and/or product differentiation
138
1. Understand business 1. Insurance

compliance requirements
2. Taxation
3. Regulatory and standards requirements

4. Local and national government requirements
5. Work permits and visas
6. Relevant codes of practice
2. Understand the problem- 1. Evaluation skills and methods

solving and analytical
2. Planning processes
methods required in
business planning 3. Types of business planning:
a) Feasibility studies
b) Strategic planning
c) Operational planning
d) Financial planning
e) Marketing planning
4. Principles of risk management
139
Unit 34 - Plan and implement sales activities BSUBA-1-0054-2-4
Unit 34 - Plan and implement sales activities

BSUBA-1-0054-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to develop sales plans
to achieve identified targets for products/services
1. Plan selling activities 1.1 Develop a work plan including timelines, work breakdown
structure, roles and responsibilities, and other details about how
the work will be managed in relation to identified parameters
1.2 Formulate a risk-management plan for work, including occupational

health and safety
1.3 Use information about customers, competitors and markets to

make informed decisions about selling options
1.4 Identify and prioritize those key customers and customer types to
target to maximize sales success
1.5 Identify and prioritize business and sales objectives that are in
accordance with the organization’s business aims and objectives
1.6 Identify and evaluate the nature and frequency of sales activities
needed to achieve sales targets
1.7 Refer to sales plan to identify the necessary activities and resources
to achieve sales objectives
1.8 Identify key performance measures for monitoring and evaluating
selling performances against the sales objectives
1.9 Identify and co-ordinate acquisition of relevant physical, technical,
human and financial resources and ensure safe working order of
relevant resources in accordance with organizational systems and
procedures
1.10 Communicate the plan to all relevant personnel and define
individual roles and targets
140
2. Negotiate sales of products 2.1 Identify what is important to the customer ahead of negotiations,
and services prioritizing their principal needs
2.2 Gain agreement in principle to do business before negotiating

2.3 Assess the bargaining power of the customer and evaluate their
overall negotiating position
2.4 Identify objectives from the negotiations and develop a negotiating
strategy that builds upon the business’s identified strengths and
the customer’s needs
2.5 Identify and assess potential problems that might arise during
negotiations and develop solutions towards overcoming these
2.6 Determine the customer’s full requirements through careful
questioning, checking for understanding and summarizing to
confirm
2.7 Determine, where possible, the customer’s budget expectations
relevant to the negotiations
2.8 Negotiate a “win-win” situation, balancing the needs of the
organization with those of the customer
2.9 Discuss options and methods to produce agreed solutions with
appropriate personnel in accordance with organizational
procedures for dealing with unexpected situations, and document
2.10 Maintain full and accurate records of the outcomes of
negotiations
3. Complete planning and 3.1 Identify barriers to resources availability and potential causes or
undertaking of sales of factors contributing to those barriers
products and services
3.2 Document lessons learnt against the work plan and report within
the organization
3.3 Make suggestions for improvements to workplace practices in

planning and undertaking sales of products and services
3.4 Complete documents/forms/work reports accurately and submit to
appropriate personnel in accordance with established systems and
procedures
Skills scope
1. Communications skills to:

a) Work with colleagues on sales activities
b) Negotiate with customers
141
c) Maintain accurate records

2. Planning skills to:
a) Follow sales plans effectively

b) Plan sales activities
c) Work with customers

d) Respond to change
3. Negotiation skills to:

a) Sell products and services to customers
b) Maintain awareness of organizational needs
4. Analytical skills to:
a) Work to sales plan

b) Interpret data, statistics, figures and information
1. Understand the principles, 1. The importance of medium- and long-term business planning
concepts and practices of
2. The interaction between the marketing and sales functions
selling products and services
3. What a sales plan should cover
4. How to set specific, measurable, achievable, realistic and time-
bound (SMART) sales objectives
5. How to undertake an analysis of the sales and marketing

environment
6. The different types of organizational sales structures such as

geographical, product based, customer based, brand based
7. Potential options for making products and services available to
customers
8. The principles of sales activity planning
9. How to develop measures and methods for monitoring and
evaluating performance against the sales plan
2. Understand principles, 1. The importance of effective planning for negotiations and how to
concepts and practices of do this
effective negotiation skills
2. The components to consider in developing effective negotiation
strategies
142
3. Questioning techniques and how to use these effectively

4. Typical queries and objections that can arise during negotiations
and how to manage these effectively
143
Unit 35 - Develop negotiation skills BSUBA-1-0044-2-4
Unit 35 - Develop negotiation skills

BSUBA-1-0044-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to develop and use
skills of negotiation.
The learner will be able to: Performance criteria::
1. Plan a negotiation 1.1 Clarify the purpose and basis of the negotiation
1.2 Determine time of and place for the negotiation

1.3 Analyze respective strengths and weaknesses of the negotiating
situation/context
1.4 Collect, analyze and organize all information relevant to the
negotiation
1.5 Consider a range of options for the outcome
1.6 Define what is negotiable

1.7 Build a team, where necessary
1.8 Decide most appropriate negotiating style

1.9 Confirm strategy and communicate to supervisor and/or team
2. Conduct a negotiation 2.1 Use effective presentation, speaking, listening and questioning
skills to put forward a strong argument
2.2 Outline requirements

2.3 Conduct the negotiation in a professional manner
2.4 Use effective techniques for dealing with conflict and breaking
deadlocks
2.5 Confirm the final position ensuring agreement and understanding
by all parties
3. Finalize the negotiation 3.1 Accurately document the agreement

3.2 Evaluate the outcome of the negotiation and decide upon further
action
144
Skills scope
1. Purpose and basis:

a) Starting point of each party
b) What it is hoped to achieve
c) Potential benefits to both sides
d) What is negotiable, e.g.
i. Product(s) options
ii. Price
iii. Payment of fees
iv. Terms and conditions
v. Roles and responsibilities
2. Strengths and weaknesses may include:

a) Contacts and influence
b) Control of resources
c) Detailed knowledge of products and services
d) Need to comply with legislation, regulation, and codes of conduct
3. Negotiating style may be:
a) Collaborative
b) Combative
c) Competitive
d) Subordinating
4. Effective questioning techniques may involve:

a) Closed questions
b) Open questions
c) Reflective questions allowing the speaker to clarify and think more deeply about their answer
5. Techniques for breaking deadlocks may include:
a) Calling in a third party
b) Clarifying the position of both parties
c) Deferring the decision
d) Preparing a compromise
e) Restating the position
f) Summarizing progress to date
145
1. Understand how effective 1. Differences between successful and unsuccessful outcomes

preparation for negotiating
2. The importance of choosing the most appropriate strategy
affects the outcome
4. Legislation, regulation and insurance industry codes of conduct
5. Relevant product and service knowledge
2. Understand that the way 1. Common negotiating tactics

negotiation is conducted
2. Behaviors that foster win-win situations
affects the outcome
3. Barriers to successful negotiation:
a) Anger, sarcasm, ridicule

b) Ultimatums and deadlines
c) Delaying tactics
d) Lack of confidence
4. Recognition of difficulties that may occur if approach is problematic
5. Potential impact on organization
6. Concessions and compromises that can be made, and those that

are not appropriate
3. Use effective questioning 1. Conflict resolution strategies

and negotiating techniques
2. Various approaches to questioning and negotiating:
a) Open questions
b) Closed questions
c) Leading questions
d) Rhetorical questions
e) Factual negotiator
f) Relationship negotiator
g) Intuitive negotiator
146
Unit 36 - Market the small business BSUBA-1-0055-2-4
Unit 36 - Market the small business

BSUBA-1-0055-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to develop and
implement marketing strategies and to monitor and improve market performance in a small
business.
1. Develop marketing 1.1 Analyze the business and its key products or services to determine
strategies the focus of marketing activities in accordance with the business
plan
1.2 Evaluate the customer base and target market for the small
business as a basis for the marketing objectives and strategies
1.3 Determine marketing objectives and strategies that are appropriate

in consultation with the relevant personnel and in accordance with
the business plan
2. Determine a marketing mix 2.1 Balance product mix, volumes and pricing to optimize sales and
for the business profit
2.2 Evaluate the costs and benefits of using different distribution
channels and/or providing different levels of customer service and
consider the results in determining the marketing mix
2.3 Determine promotional activities to suit the target market
2.4 Consider customer needs and preferences in determining the
marketing mix
2.5 Determine the marketing mix according to market and business
needs
3. Implement marketing 3.1 Brief personnel involved in the marketing effort on their roles and
strategies responsibilities to ensure the success of marketing strategies
3.2 Plan and implement promotional activities in accordance with
marketing objectives and budgetary requirements
147
4. Monitor and improve 4.1 Monitor marketing activities and evaluate business performance
marketing performance according to the objectives and targets of the business plan
4.2 Analyze performance gaps and take corrective action or set new
targets
4.3 Encourage all relevant personnel to propose ways to improve

marketing performance
4.4 Seek and analyze customer reaction to all aspects of the marketing
mix, using appropriate processes, to improve targeting and
outcomes
4.5 Conduct ongoing research of customer requirements to identify
opportunities for change and improvement
4.6 Monitor and investigate changes in the market for new
opportunities to aid business development
Skills scope

a) Question customers and potential customers
b) Clarify the situation and feedback to customer
c) Report back:
i. For the record
ii. To line manager, colleagues, marketing team
iii. To customer relationship management (CRM) system

2. Research and analytical skills to identify and interpret market data, statistics, figures, information
3. Industry market trends
4. Analysis of costs and benefits of marketing strategies
5. Develop marketing objectives and marketing mix
6. Online monitoring of customer satisfaction

7. Market analysis and market research
8. Marketing concepts and methods
148
1. Understand marketing 1. Achieve lower costs of production and distribution than

objectives and strategies competitors
2. Creating a very different product line or service so the business

becomes a class leader
3. Distribution
4. Pricing, presentation and display of products/services
5. Product range and mix
6. Product design and packaging
7. Promotion and advertising
8. Pursuing cost leadership and/or product differentiation within a
specialist market segment
2. Understand the personnel 1. Accountant or other specialist services

relevant to marketing
2. Family members, work team members, sub-contractors,
community members
3. Franchise agency
4. Financial backers, customers
5. Owner/operator, partners, directors, shareholders
6. Regulatory bodies
7. Trade or industry associations
3. Understand the marketing 1. Distribution

mix
2. Level of service
3. Pricing
4. Promotion
5. Quality, range
6. Safety features
7. Technical features, design
4. Understand promotional 1. Advertising in national, suburban or local newspapers

activities
2. Advertising on radio or TV, subject to Saudi regulations
3. Professional/industry journals
4. Promotions
149
5. Mail drops
6. Website
7. Word of mouth, referrals, testimonials
150
Unit 37 - Manage a small team BSUBA-1-0056-2-4
Unit 37 - Manage a small team

BSUBA-1-0056-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to plan for the
management of a small team.
1. Develop staffing plan 1.1 Determine staffing requirements to allow the business to run
effectively and in accordance with the business plan
1.2 Identify and compare the existing skills/competencies of owner(s)
and staff with business requirements to identify any gaps
1.3 Develop policies and procedures for owner(s) and staff in
accordance with the business plan
2. Recruit, induct, train and 2.1 Develop job descriptions, competencies required and selection
retain the team criteria to meet the needs of the business
2.2 Judge information obtained from each candidate against selection
criteria and decide selection in accordance with business needs
2.3 Induct new staff members in accordance with the policies and
procedures of the business
2.4 Make team members aware of their responsibilities and

performance requirements as soon as practicable and take
opportunities to coach team members who are unfamiliar with the
procedures of the business
2.5 Develop and implement a staff development program based on the
business requirements
2.6 Advertise staff vacancies appropriately in accordance with staffing
plan
3. Maintain staff records 3.1 Develop a staff records system to provide timely and accurate
information
151
3.2 Monitor and accurately maintain the system for recording and
retrieving personnel and payroll information and seek specialist
advice if required
4. Manage staff 4.1 Regularly review contribution and skills of self and other team
members to ensure performance is in line with agreed performance
measures
4.2 Monitor and adjust staffing requirements to respond to any
changes in tasks and functions required by the business
4.3 Support and encourage staff and acknowledge their contribution to

the business
4.4 Develop contingency plans to cope with unexpected situations and
take appropriate corrective action as required
5. Review team performance 5.1 Review and update team objectives in support of business goals
5.2 Identify strengths and weaknesses of team against current and
expected work requirements
5.3 Encourage team members to monitor their own performance,
suggest improvements and identify training needs in accordance
with business requirements
5.4 Monitor and review staff turnover rate
Skills scope
1. Managing a small team, to include:

a) Staff selection
b) Staff records
c) Staff induction
d) Staff training and development
2. Managing team performance, to include:
a) Developing team performance
b) Maintaining team performance
c) Motivating members of the team
d) Measuring team performance

3. Analytical skills to identify workplace skills gaps
4. Communications skills to:

a) Interpret legal requirements
152
b) To compile reports
c) To prepare job descriptions
1. Understand staffing 1. Full time and part time, permanent, temporary or casual
requirements
2. Number of staff
3. Responsibilities, competencies required
4. Self, other owners, family and/or friends

5. Sub-contractors, external advisers/consultants
6. Time commitment, performance expectations
2. Understand policies and 1. Complaint and grievance procedures

procedures
2. Entitlements e.g. religious days
3. Employment conditions
4. Induction and training
5. Recruitment and selection
6. Performance measures
7. Training needs
3. Understand performance 1. Overall staff productivity

measures
2. Percentage of chargeable hours/days a week
3. Performance of key personnel
4. Ratio of direct workers to those who support, supervise or manage
them
5. Ratio of sales income per employee
153
Unit 38 - Build and launch a small business website BSUBA-1-0057-2-4
Unit 38 - Build and launch a small business website

BSUBA-1-0057-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to build a basic
website to meet business needs.
1. Plan website structure 1.1 Develop website style and structure to suit business purpose and
intended target audience
1.2 Identify and include appropriate features and capabilities in

website structure
1.3 Determine layout and navigation requirements for appearance,
readability, links and ease of operation
1.4 Ensure maximum site accessibility

1.5 Clearly document structure to facilitate efficient development
1.6 Develop and integrate appropriate interactive forms into website
structure to capture customer data
1.7 Select authoring tools and software based on website requirements

1.8 Identify and integrate website security requirements
2. Develop website content 2.1 Select and use business information to create website content
2.2 Define information for inclusion in interactive forms based on
purpose of the form
2.3 Adapt information for inclusion to ensure site is clear, readable and
can be scanned
2.4 Use language, style and tone suited to business image and
intended target audience
2.5 Integrate content features according to website structure
2.6 Check to ensure content is accurate, current and relevant
154
3. Create website pages 3.1 Create plan for website pages and active links to meet layout and
navigation requirements
3.2 Select page titles and key words that reflect business purpose and
website content and to assist access via search engines
3.3 Improve page presentation by adding features

3.4 Develop linked web pages according to website plan, ensuring links
are clearly named and unambiguous
3.5 Use appropriate techniques to create interactive forms
3.6 Create pages consistent with site design specifications
4. Select and use a web- 4.1 Identify sources of information on web-hosting options
hosting service
4.2 Evaluate and select web-hosting services according to business and
technical requirements
4.3 Upload files to selected web-hosting service according to technical
requirements and business agreements
5. Test and critically evaluate 5.1 Test website functions, processes and navigation to confirm
website operational status, appearance, accuracy and ease of operation
5.2 Evaluate effectiveness of interactive forms to ensure that required
sales data is collected for business
5.3 Evaluate website according to business website strategy to ensure

it projects a business image suited to the business model
5.4 Identify problems, develop a range of strategies to solve them and

select appropriate and sustainable solutions
Skills scope
1. Critical thinking skills to evaluate potentially complex business and technical information including:
a) Identifying customer requirements and translating into website design principles
b) Reconciling business requirements and information with website design and website software
packages
a) Read and interpret a wide range of sometimes complex information on unfamiliar topics
b) Develop written and visual website content

3. Numeracy skills to work with the numerical features of authoring tools
4. Technology skills to use the features of commercially available authoring tools
155
5. Planning and organizing skills to co-ordinate the multiple elements involved in developing a business
website, including:
a) Customer liaison
b) Working to plan – including deadlines, targets and budget
c) Selection of appropriate design tools, software and packages

d) Ensuring accuracy and effectiveness throughout web-design process
e) Accessing information from a range of sources
6. Problem-solving skills to identify and respond to technical website challenges at a non-specialist level
1. Understand the technical 1. General principles of website design

requirements of website
2. The different services and operation systems used by internet
design
services providers
3. Features of browsers, search engines and web crawlers, including
how these impact on website design, decisions and meta tags
4. The relationship between content and site design

5. Techniques for using color and enhancing text within a website
6. Techniques for manipulation of digital images and graphics,
including insertion into a website
7. Functions and features of micro-content elements such as
headings, highlighted words and hyperlink text
8. Underlying impact of hypertext markup language (HTML) and

cascading style sheets on site design
9. Features and usage of frames, forms and tables within a website
2. Understand the privacy 1. Organisation for Economic Co-operation and Development (OECD)
issues, codes of practice and guidelines for consumer protection in the context of electronic
legislative requirements in commerce
relation to website
2. World Wide Web Consortium (W3C) guidelines
development
3. Copyright laws
4. Defamation laws
5. Privacy legislation and confidentiality requirements
6. Intellectual property considerations
7. Legal and regulatory policies affecting e-business
156
3. Understand the functions of 1. The role of a website in the marketing mix

a small business website
2. The ways in which the marketing effectiveness of the website can
be enhanced
3. The key features of a marketing-oriented website
157
Unit 39 - Build and maintain relationships with small business
stakeholders BSUBA-1-0058-2-4
Unit 39 - Build and maintain relationships with small

business stakeholders
BSUBA-1-0058-2-4
Purpose:
This unit covers the learning outcomes, skills and knowledge required to establish and
develop relationships with small business key stakeholders.
1. Establish and develop 1.1 Establish specific practices for communication with key
communication and stakeholders in accordance with cultural protocols and agreed roles
appropriate relationships and responsibilities
with key stakeholders
1.2 Maintain specific ways of dealing with issues in communication
with key stakeholders that adhere to cultural protocols and agreed
roles and responsibilities
1.3 Identify and implement appropriate methods of working with key
stakeholders
1.4 Identify and implement plans to deal with changes in circumstances

and behaviors as required
2. Establish and develop roles 2.1 Clearly and accurately clarify roles and responsibilities in the
and responsibilities in the business in accordance with organizational structure and lines of
small business authority and job documentation
2.2 Identify and apply specific practices and behaviors that contribute
to successful working relationships
2.3 Clearly communicate responsibilities to key stakeholders
3. Review relationships with 3.1 Review communication practices used with key stakeholders and
key stakeholders implement any necessary improvement strategies
3.2 Monitor and evaluate relationships with key stakeholders and

develop action plan(s) needed to enhance relationships
3.3 Evaluate roles and responsibilities in the business and undertake
any revisions necessary to improve successful working relationships
158
Skills scope
1. Specific practices for communication with key stakeholders, including:

a) Contingency plans for changes
b) Informal face-to-face/telephone contact
c) Regular formal meetings
d) Written processes
2. Key stakeholders may include:
a) Business partners
b) Customers
c) The community
d) Family members
e) Franchise owner
f) Funding and financial organizations
g) Government agencies
h) Shareholders
i) Staff
j) Suppliers
3. Issues in communication may include:
a) Dealing with difficult customers
b) Negotiating with stakeholders
c) Processing complaints
1. Understand organizational 1. Differences between roles and duties

structure and lines of
2. How to deal with role overlap conflicts between self, staff and
authority in a small business
other key stakeholders e.g. management committee members,
contractors, accountants etc.,
3. Scope of responsibilities within the job
4. Types of duties to be performed
159
2. Understand organizational 1. Corporate structure and corporate governance

structure and lines of
2. Government-owned enterprise
authority
3. Location of business
4. Nature of reporting
5. Partnerships
6. Power structures and relationships
7. Legal considerations and operating principles
8. Policies
9. Quality assurance practices and principles
3. Understand job 1. Background to the business

documentation
2. Competencies required for job roles
3. Details of responsibilities
4. Details of specific duties or tasks to be carried out
5. Duty statement
6. Level of wage or salary
7. Job/position description
8. Outline of the task to be performed

9. Reporting relationship
10. Selection criteria
160
Unit E04 - Demonstrate self-management skills (Employability) GNUXSA-1-0019-2-4
Unit E04 - Demonstrate self-management skills

(Employability)
GNUXSA-1-0019-2-4
Purpose:
The purpose of this unit is for learners to develop knowledge, understanding and skills in
managing their work within their area of responsibility. Learners will develop skills in being
able to plan, organize and manage their own work, and understand how to maintain and
improve this. They will also be able to review and reflect on their work practice, asking for
feedback from colleagues about their performance.
1. Plan and organize own work 1.1 Plan pieces of work according to their importance and in relation to
objectives and deadlines
1.2 Identify the resources needed to complete the work
1.3 Monitor work progress and complete relevant documentation
1.4 Adapt work plans to reflect changes to work priorities or deadlines
2. Maintain and improve own 2.1 Discuss and agree personal objectives with an appropriate
work colleague
2.2 Identify current skills and plan how to address any skills gaps
2.3 Draw up a personal development plan showing ways of addressing
skills gaps
3. Review and reflect on own 3.1 Review skillset and targets for skills development
practice
3.2 Ask for feedback from colleagues on performance and what could
be done to improve this
3.3 Review and update personal work objectives after feedback

3.4 Review own performance against objectives and targets
161
Unit E04 - Demonstrate self-management skills (Employability) GNUXSA-1-0019-2-4
Skills scope
1. Personal development plans include:

a) Priorities
b) Target dates
c) Development activities
2. Development activities include:
a) Formal courses
b) Research
c) Work experience
d) Personal study
e) Continuous professional development presentations
3. Range of colleagues include:

a) Colleagues within the team
b) Colleagues in area of work

c) Team leader, line manager or supervisor
d) Colleagues in other areas of the workplace (e.g. Human Resources, Finance etc.)
1. Understand how to plan and 1. The purpose and value of managing own time and commitments
maintain work effectively effectively
2. Ways of managing time and prioritizing tasks
3. The purpose and value of working according to timeframes
4. Ways of keeping records of work
2. Understand how to review 1. The contents of a personal development plan

own skills and development
2. The type of development activities that can be done to address
identified gaps in knowledge, understanding and skills
3. The requirements of a personal work role including the limits of
personal responsibilities
4. Ways of asking for feedback from colleagues and incorporating this
into improvement of work practice
162
Unit E05 - Work as a member of a team (Employability) GNUSXA-1-0020-2-4
Unit E05 - Work as a member of a team (Employability)

GNUSXA-1-0020-2-4
Purpose:
The purpose of this unit is for learners to develop the knowledge, understanding and skills for
developing and maintaining positive relationships with colleagues and to contribute
effectively to the work of a team.
1. Work as a member of a 1.1 Actively contribute to team planning and work schedule
team
1.2 Complete team activities and tasks to agreed requirements and
deadlines
1.3 Establish open and honest working relationships by contributing
ideas and cooperating with colleagues
1.4 Respond promptly and willingly to requests for assistance from
colleagues which fall within the limits of own responsibilities
1.5 Give colleagues sufficient and accurate information and support to
meet their work needs
1.6 Listen to and consider colleagues’ views, and express own views
clearly and accurately
1.7 Exchange opinions and information with colleagues and deal

responsibly with any differences of opinion
1.8 Make requests for assistance to colleagues clearly and politely

1.9 Use methods of communication which meet the needs of
colleagues
2. Demonstrate positive team 2.1 Treat colleagues in a way which shows respect for their views and
working behaviors opinions, and promotes good will
2.2 Make and keep achievable commitments to colleagues
2.3 Inform colleagues promptly of any problems or information likely to
affect their own work
2.4 Treat all internal and external contacts with integrity, respect and
empathy
163
Unit E05 - Work as a member of a team (Employability) GNUSXA-1-0020-2-4
Skills scope
1. Range of colleagues includes:

2. Requests for assistance might cover:
a) Technical assistance
b) Personal assistance
3. Information may include:
a) Organizational policies and procedures
b) Written data and information (e.g. reports, written documents etc.)

c) Electronic information (e.g. emails, electronic documents, internet documents etc.)
d) Verbal information
e) Marketing and customer-related information
1. Understand appropriate 1. The types of work-based constraints and requirements that can affect
forms of behavior, interactions with colleagues
communication and
2. Types of verbal and non-verbal communication and how to use these
interaction necessary for
with colleagues in the workplace
team working
3. Written and spoken communication methods suitable for the
workplace
4. The importance of positive working relationships with colleagues

5. Techniques and behaviors designed to encourage positive working
relationships
6. Respectful relationships in workplace settings
7. How to interact with colleagues to plan activities and prioritize work
8. Positive behaviors necessary for effective team working
164
Unit E06 - Demonstrate work and career progression skills
(Employability) GNUXSA-1-0021-2-4

(Employability)
GNUXSA-1-0021-2-4
Purpose:
The purpose of this unit is to provide learners with the knowledge, understanding and skills
to contribute effectively in the workplace. They will be able to demonstrate a range of
appropriate interpersonal skills and behaviors for the workplace, and understand their role
within the organization and how to plan and manage career development.
1. Demonstrate a range of 1.1 Demonstrate and model appropriate behaviors in the workplace
appropriate workplace when interacting with colleagues and customers
behaviors
1.2 Demonstrate an awareness of own responsibility as a member of
the organization
2. Plan and manage skills 2.1 Do activities that will maintain an up-to-date level of skills,
development and career knowledge and understanding for their job role
progression
2.2 Use methods to identify and improve working practice
2.3 Identify a range of possible career options in chosen sector
2.4 Identify training and development suitable for progression in
chosen sector
2.5 Prepare and tailor a CV for a particular job role within chosen
sector
165
Skills scope
1. Range of colleagues includes:

e) Customers
2. Behaviors appropriate to the workplace:
a) Positive attitude to work
b) Courtesy and friendliness
c) Ability to meet deadlines
d) Taking responsibility for own work
e) Good attendance and punctuality
f) Honesty and integrity
g) Adaptability and flexibility in responding to requests
h) Motivation to do and improve own work
3. CV features include:
a) Personal information
b) Education and qualifications
c) Work experience
d) Personal qualities and interests
e) Referees
1. Understand the 1. Positive attitudes and behaviors within the workplace

importance of appropriate 2. Ways of interacting with colleagues in a manner appropriate for the
behaviors in the workplace
organization
3. Own role in and contribution to the organization
4. Employer expectations within the workplace and the sector
5. Ways in which professionals work in the sector and what it means to
be a professional
166
2. Understand the 1. Own skills, experience and knowledge and how it relates to job roles
importance of career in the sector
planning and progression
2. Ways to develop own skillset to match job role requirements and
opportunities for development
3. Training and development opportunities in chosen sector and how
these may contribute to career development
167

Associate DIP & DIP in Business (Small Business Management) PDF

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Associate Diploma in Business and

Diploma in Business (Small Business

Qualification code: BSUBA-1

About Saudi Skills Standards

 The testing and certification of trainees taking these qualifications

 The review and accreditation of training institutions

Use of this document

 United Kingdom Commission for Employment and Skills: www.ukces.org

 New Zealand Qualifications Authority: www.nzqa.govt.nz

Contacting SSS ............................................................................................................................................. 2

Qualification pathways and related documents ........................................................................................ 6

Qualification rationale .................................................................................................................................. 7

Associate Diploma in Business .................................................................................................................. 8

Employability and problem solving ............................................................................................................. 10

Unit 04 - Produce a range of spreadsheets ...................................................................................................... 27

Unit 10 - Utilize a knowledge management system ......................................................................................... 48

Unit 23 - Contribute to workplace innovation ................................................................................................. 97

Unit 27 - Monitor and manage small business operations ............................................................................. 113

Unit 29 - Establish and maintain a cash accounting system............................................................................ 121

Unit 33 - Undertake small business planning ................................................................................................. 136

Unit 35 - Develop negotiation skills ............................................................................................................... 144

Associate Diploma in Business and

Qualification name Qualification Pre-requisite Date for first

Associate Diploma in BSUBA-1-1-3 Achievement of: September 2014

The document provides:

1. A rationale for the qualifications

a. Unit title and metadata

Qualification pathways and related documents

How these qualifications were developed

National Occupational Skills Standards (NOSS)

Develop keyboarding skills for speed and accuracy and

Diploma in Business (Small Business Management)

Mandatory Core Units

1. Diploma in Business (Accounting)

2. Diploma in Business (Insurance)

3. Diploma in Business (Small Business Management)

Recommended Learning Hours

Employability and problem solving

 Ability to manage own work

 Ability to work effectively as a member of a team

 Ability to work professionally in a company

1. Their ability to demonstrate understanding of more sophisticated concepts.

• Establish and maintain a cash accounting system

• Develop negotiation skills

Examples of coverage in the qualifications

Links to SSS National Occupational Skills Standards (NOSS)

Unit 01 - Develop keyboarding skills for speed and accuracy

Skills learning outcomes

The learner will be able to: Performance criteria:

1.4 Develop speed and accuracy in accordance with workplace

2.2 Respond to unplanned events or conditions in accordance with

2.3 Obtain approval from appropriate personnel in accordance with

3.4 Print files for a formal record and/or to forward to others

1. Starting up and shutting down computer

3. Using and following application instructions to input and output information

5. Inputting and outputting information for later use

9. Literacy skills to read, proofread and edit workplace documents

Knowledge learning outcomes

The learner will: Knowledge scope

Understand the key 1. Privacy laws

Understand keyboarding 1. Enter text data

Understand computer use 1. Principles and concepts of computer applications

3. Peripherals and devices