Business Services Training Package
BSB01
To be reviewed by 30/08/04
Print version 2.00
Volume 2 of 6
The contents of this volume refer only to the Endorsed Components
of BSB01 Business Services Training Packag e. This volume should not
be read in isolation but in the contex t of the Training Package as a whole
Please refer to the following page fo r details of other volumes in this Training Package.
This volume contains
Units of competency for
Human Resources
Assessment and Workplace Training
Recordkeeping
© Australian National Tr aining Authority (ANTA), 2002
Australian National Tr aining Authority
Level 11, AMP Place
10 Eagle Street
BRISBANE, QLD 4000
Phone: (07) 3246 2300
Fax: (07) 3246 2490
All rights reserved. This work has been produced initially with th e assistance of funding
provided by the Commonwealth Governme nt through ANTA. This work is copyright, but
permission is give n to teachers, trainers a nd assessors to make copies by photocopying or
other duplicating proces ses for use within thei r training organisation or in a workplace where
training is being conducted. This permission doe s not extend to the ma king of copies for use
outside the immediate training environment for which they are made, nor the m aking of
copies for hire or resale to third parties. For permission outside these guidelines, apply in
writing to the Australian Na tional Training Authority.
This work is the result of wi de consultations with many Au stralian industry participants
throughout Australia. Consequen tly, it is a collaborative view and does not necessarily
represent any specific body and no single body wa rrants its content or accepts liability.
Published by: A ustralian Training Products Ltd
Level 25, 150 Lonsdale St
Melbourne 3000
Phone: +61 3 96550600 Fax: +61 3 9639 4684
www.atpl.net.au
First Published September, 2001
STOCKCODE: 1130032S
ISBN: 0 642 79616 5 (set)
BSB01 Business Services Tr aining Package (Vol 2 of 6)
Printed for Australian Training Products Ltd by Docume nt Printing Australia, Melbourne,
Australia
AESharenet: P
Version 2.00
1/5/2002
Contents of volumes in the Busine ss Services Training Package
Vol 1
Introduction to BSB01
Qualifications Guide
Assessment Guidelines
Competency Standards
Field: Common Business
Domain: Common Business
Vol 2 Competency Standards
Field: Human Resource s Management
Domains: Human Resources; Assessment
& Workplace Training
Field: Business Information Services
Domain: Recordkeeping
Vol 3 Competency Standards
Field: Business Development
Domains: Advertising
Sales
Marketing
Vol 4 Competency Standards
Field: Business Administrat ion Services
Domains: Specialist Administration;
Legal Services
Vol 5 Competency Standards
Field: Business Management Services
Domains: Frontline Management; Small
Business Management; Governance
(I ndigenous Organisations); Strategic
Management
Vol 6 Competency Standards
Field: e-business
Domain: e-business
Business Services Training Pack age
© Australian Nati onal Training Authority 2002 Vol 2 Page i
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Advice on us e of current version
Training Packages are living documents. Changes are periodically ma de to
reflect the latest industry practices.
As a user of the Training Package, and before commencing any form of
training or assessment, you mu st ensure delivery is from the current version.
Ensure you are comp lying with this requirement by:
0078 Checking the version iden tifier code of the version you currently have
(located on the imprint page, just below the copyright statement)
0078 Accessing the Australian Training Products (ATP) website and
comparing the version identifie r. This information is displayed in the
sample of the Training Package
0078 Where the ATP website shows a different version, the Modification
History, again shown on the ATP we bsite in the Training Package
sample, will display the changes ma de in all versions.
ATP website for version comparison: http://www.atpl.net.au
The Modification History is also avai lable on the website of the developer
of the Training Package, Business Services Training Australia Ltd:
http://www.bsitab.o
Changes in Units of Competency and packaging of qualifications are
reflected on the National Training Information Service, which displays only
current information. http://www.ntis.gov.au
Business Services Training Pack age
Page ii Vol 2 © Aust ralian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Qualifications in the Busine ss Services Training Package
List of qualifications
BSB10101 Certificate I in Business
BSB20101 Certificate II in Business
BSB30101 Certificate III in Business
BSB30201 Certificate III in Business Administration
BSA30200 Certificate III in Busi ness (Legal Administration)
BSB30301 Certificate III in Business (Sales)
BSB30401 Certificate III in Business (Recordkeeping)
BSB30501 Certificate III in Busi ness (Frontline Management)
BSB30601 Certificate III in E-business
BSB40101 Certificate IV in Busine ss
BSB40201 Certificate IV in Business Administration
BSB40301 Certificate IV in Busine ss (Recordkeeping)
BSB40401 Certificate IV in Business (Small Business Management)
BSB40501 Certificate IV in Business Develo pment
BSB40601 Certificate IV in Business (Advertising)
BSB40701 Certificate IV in Business (Marketing)
BSB40801 Certificate IV in Busine ss (Human Resources)
BSB40901 Certificate IV in Business (Governance)
BSB41001 Certificate IV in Bu sine ss (Frontline Management)
BSB41101 Certificate IV in Business Management
BSA40200 Certificate IV in Business (Le gal Services)
BSB41201 Certificate IV in E-business
BSB41301 Certificate IV in E-business Development
BSB50101 Diploma of Business
BSB50201 Diploma of Business Administration
BSB50301 Diploma of Business (Rec ordkeeping)
BSB50401 Diplom a of Business Management
BSB50501 Diploma of Business Development
BSB50601 Diploma of Business (Advertising)
BSB50701 Diploma of Business (Marketing)
BSB50801 Diploma of Busine ss (Human Resources)
BSB50901 Diploma of Business (Governance)
BSB51001 Diploma of Business (Frontline Management)
BSA50200 Diploma of Business (Legal Service s)
BSB51101 Diploma of E-business
BSB51201 Diploma of Strategic E-b usiness Development
BSB51301 Diploma of E-learning
BSB60101 Advanced Diploma of Business (Recordkeeping)
BSB60201 Advanced Diploma of Business Manag ement
BSB60301 Advanced Dipl oma of Business (Human Resources)
BSB60401 Advanced Diploma of Business Development
BSB60501 Advanced Diploma of Business (A dvertising)
BSB60601 Advanced Dipl oma of Business (Marketing)
BSB60701 Advanced Diploma of E-business
BSB60801 Advanced Diploma of Strategic E-bu siness Development
Business Services Training Package
© Australian National Training Auth ority 2002 Vol 2 Page iii
BSB01 to be reviewed by 30/08/04 Print ver 2.00
List of Units of Competency
in the Business Services Training Package
Common
(Units of Competency found in Vol 1)
AQF Level I
BSBCMN101A Prepare for work
BSBCMN102A Complete dail y work activities
BSBCMN103A Apply basic communication skills
BSBCMN104A Plan skills development
BSBCMN105A U se business equipment
BSBCMN106A Follow workplace safety procedures
BSBCMN107A Operate a personal computer
BSBCMN108A D evelop keyboard skills
BSBCMN109A Follow environmental work
practices
AQF Level II
BSBCMN201A Work effec tively in a business
environment
BSBCMN202A Organise and complete daily work
act ivities
BSBCMN203A C ommunicate in the workplace
BSBCMN204A Work effectively with others
BSBCMN205A U se business technology
BSBCMN206A Process and maintain workplace
information
BSBCMN207A Prepare and process
financial/business documents
BSBCMN208A Deliver a service to cus tomers
BSBCMN209A Provide information to clients
BSBCMN210A Implement improved work practices
BSBCMN211A Participate in workplace safety
procedures
BSBCMN212A Handle mail
BSBCMN213A P roduce simple wordprocessed
documents
BSBCMN214A Create and use simple sp readsheets
BSBCMN215A P articipate in environmental work
practices
AQF Level III
BSBCMN301A Exercise initi at ive in a business
environment
BSBCMN302A O rganise pers onal work priorities
and development
BSBFLM303A Contribute to effective workplace
relationships
BSBCMN304A C ontribute to personal skill
development and learning
BSBCMN305A O rganise workplace information
BSBCMN306A Produce business do cuments
BSBCMN307A M aintain business resources
BSBCMN308A Maintain fina ncial records
BSBCMN309A R ecommend products and services
BSBCMN310A Deliver and monitor a service to
customers
BSBCMN311A Maintain workplace safety
BSBCMN312A Support innovation and change
BSBCMN313A Maintain envi ronmental procedures
AQF Level IV
BSBFLM404A Lead work teams
BSBCMN402A Develop work priorities
BSBCMN403A Establish business networks
BSBCMN404A Develop teams and individuals
BSBCMN405A Analyse and present res earch
information
BSBCMN406A Maintain business technology
BSBCMN407A Coordinate business resources
BSBCMN408A Report on fina ncial activity
BSBCMN409A Promote products and services
BSBCMN410A Coordinate implemen tation of
customer servi ce strategies
BSBCMN411A M onitor a safe workplace
BSBCMN412A Promote innovation and change
BSBCMN413A Implement and monitor
environmental policies
Human Resources
(Units of Competency found in Vol 2)
AQF Level IV
BSBHR401A Administer human resource systems
BSBHR402A Recruit and select personnel
BSBHR403A Process human resource documents
and inquiries
BSBHR404A Co-ordinate human re source
services
AQF Level V
BSBHR501A Manage human resource
consultancy services
BSBHR502A Manage human resource
management information systems
BSBHR503A Manage performance manage ment
systems
BSBHR504A Manage industr ial re lations policies
and processes
BSBHR505A Manage remuneration and
em ployee benefits
BSBHR506A Manage recruitment selection and
induction processes
BSBHR507A Manage sepa ration/termination
BSBHR508A Manage work/life skills
BSBHR509A Manage rehabilitation/re turn to
work programs
AQF Level VI
BSBHR601A Manage change
BSBHR602A Manage human resource strategic
planning
BSBHR603A Contribute to organisation
development
BSBHR604A Manage employee relations
BSBHR605A Contribute to organisation design
Business Services Training Package
Page iv Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Assessment and Workplace Training
(Units of Competency found in Vol 2)
AQF Level IV
BSZ401A Plan assessment
BSZ402A Conduct assessment
BSZ403A Review assessment
BSZ404A Train small groups
BSZ405A Plan and promote a training
program
BSZ406A Plan a series of traini ng sessions
BSZ407A Deliver training sessions
BSZ408A Review training
AQF Level V
BSZ501A Analys e competency requirements
BSZ502A Design and establish the training
system
BSZ503A Design and establish the assessment
system
BSZ504A Manage the trai ning and assessment
system
BSZ505A Evaluate the traini ng and
assessment system
BSZ506A Develop assessment procedures
BSZ507A Develop assessment tools
BSZ508A Design training courses
Recordkeeping
(Units of Competency fou nd in Vol 2)
AQF Leve l III
BSBRKG301A C ontrol records
BSBRKG302A Undertake disposal
BSBRKG303A Retrieve information from records
BSBRKG304A Maintain business r ecords
AQF Level IV
BSBRKG401A Review the status of a record
BSBRKG402A Provide information from and about
records
BSBRKG403A Set up a busin ess or records system
for a small office
BSBEBUS406A Monitor and maintain records in an
online environment
AQF Level V
BSBRKG501A Determine business or r ecords
system specificat ions
BSBRKG502A Manage and monitor business or
records systems
BSBRKG503A Develop and maintain a
classification scheme
BSBRKG504A Develop termi nology for activities
and records
BSBRKG505A Document or reconstruc t a business
or records sy stem
AQF Level VI
BSBRKG601A Define recordk eeping framework
BSBRKG602 A Develop recordkeeping policy
BSBRKG603A Prepare a functional an alysis for an
organisation
BSBRKG604A Determine s ecurity and access rules
and procedures
BSBRKG605A Determine records requirements to
document a function
BSBRKG606A Design a records rete ntion and
disposal schedu le
BSBRKG607A Document and monitor the record-
crea ting context
BSBRKG608A P lan management of records over
time
Advertising
(Units of Competency found in Vol 3)
AQF Level IV
BSBADV401A P rofile a target audience
BSBADV402A Conduct pre-campaign testing
BSBADV403A Monitor advertising production
BSBADV404A S chedule advertisements
AQF Level V
BSBADV501A Develop a creative concept
BSBADV502A Write persuasive copy
BSBADV503A Coordinate adv ertising research
BS BADV504A Create advertisements
BSBADV505A Evaluate and recommend ‘above
the line’ media options
BSBADV506A Evaluate and recommend ‘below
the line’ media options
BSBADV507A Develop a media plan
BSBADV508A Present an adv ertising campaign
AQF Level VI
BS BADV601A Create an advertising brief
BSBADV602A Develop an adver tising campaign
BSBADV603A Manage advertising production
BSBADV604A Execute an adver tising campaign
BSBADV605A Evaluate campaign effectiveness
Marketing
(Units of Competency found in Vol 3)
AQF Level III
BSBMKG301A Research th e market
BSBMKG302A Identify marketing opportunities
BSBMKG303A Draft an elemen tary marketing audit
report
AQF Level IV
BSBMKG401A Profile the market
BSBMKG402A Analys e consumer behaviour for
s pecific markets
BSBMKG403A Analyse market data
BSBMKG404A Forecast market and business needs
BSBMKG405A Implement an d monitor marketing
act ivities
BSBMKG406A Build client relationships
BSBMKG407A Make a presentation
AQF Level V
BSBMKG501A Evalua te marketing opportunities
BSBMKG502A Establish and adjust the marketing
mix
BSBMKG503A Develop a marketing
communications plan
BSBMKG504A Implement a marketing solution
BSBMKG505A Review marketing performance
AQF Level VI
BSBMKG601A Develop marketing strategies
Business Services Training Pack age
© Australian Nati onal Training Authority 2002 Vol 2 Page v
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSBMKG602A Develop a marketing plan
BSBMKG603A Manage the marketing process
BSBMKG604A Develop and manage di rect
marketing campaigns
BSBMKG605A Evaluate inte rnational marketing
opportunities
BSBMKG606A Manage international marketing
programs
Sales
(Units of Competency found in Vol 3)
AQF Level III
BSBSLS301A Develop produ ct knowledge
BSBSLS302A Identify sales prospects
BSBSLS303A Present a sales solution
BSBSLS304A Secure pr osp ect commitment
BSBSLS305A Support pos t-sale activities
BSBSLS306A Self-manage sales pe rformance
AQF Level IV
BSBSLS401A Lead a sales team
BSBMKG406A Build client relationships
Specialist Administration
(Units of Competency found in Vol 4)
AQF Level II
BSBMED201A Use basic medical terminology
BSBMED202A Follow OHS policies and
procedures in medical office
AQF Level III
BSBMED301A Use advanced medical terminology
BSBMED302A Prepare and process medical
accounts
BSBADM301A Produce texts from shorthand notes
BSBADM302A Produce texts from notes
BSBADM303A Produce texts from audio
transcription
BSBADM304A Design and de velop text documents
BSBADM305A Create and use databases
BSBADM306A Create elec tronic presentations
BSBADM307A Organise schedules
BSBADM308A Process payroll
BSBADM309A Process accounts paya ble and
receivable
BSBADM310A Maintain a gene ral ledger
AQF Level IV
BSBADM401A Produce complex texts from
shorthand notes
BSBADM402A Produce complex business
documents
BSBADM403A Develop and use complex databases
BSBADM404A Develop and use complex
sp readsheets
BSBADM405A Organise meetings
BSBADM406A Organise business travel
BSBADM407A Administer projects
BSBADM408A Prepare financ ial reports
AQF Level V
BSBADM501A Manage the establishment and
maintenance of a workgroup
network
BSBADM502A Manage meetings
BSBADM503A Plan and manage conf erences
BSBADM504A Plan or review administration
systems
BSBADM505A Manage payroll
BSBADM506A Manage busin ess document design
and development
Legal Services
(Units of Com petency found in Vol 4)
AQF Level III
BSALPP301A Apply knowledge of the legal
system to complete tasks
BSALPP302A Carry out search of th e public
record
BSALPP303A Deliver court documen tation
BSBCMN201A W ork effec tively in a business
environment
BSACS301A Apply the principles of
confidentiality and secur ity within
the legal environment
BSBCMN306A Produce business documents
BSALR301A Handle receipt and despatch of
information
BSALC301A Use legal terminology in order to
carry out tasks
BSALO301A Assist in prioritising and planning
activities in a legal practice
BSALF301A Maintain records for time and
disbursements in a legal practice
BSBFLM303A Contribute to effective workplace
relationships
AQF Level IV
BSALPP401 A Prepare and produce complex legal
documents
BSACS401A Provide non-legal advice
BSALC401A Interact w ith other parties
BSALC402A Research, locate and provide legal
and other information in re sponse to
requests
BSALF401A Maintain trust accounts
BSALPL401A Provide support in Property Law
matters (Paralegal)
BSALPL402A Provide suppor t in Family Law
matters (P aralegal)
BSALPL403A Provide support in Criminal Law
matters (Paralegal)
BSALPL404A Provide support in Commercial
Law matters (Paralegal)
FNAMERC03B Serve legal process
(Financial Services)
BSALLG401A Arrange do cuments and list exhibits
for litigation support (Litigation)
206/01 Take instructions in re lation to a
transaction (Conveyancing)
206/05 Prepare and execute documents
(Conveyancing)
CHCAD2A S upport the interests, rights and
needs of clients within duty of care
requirements (Comm unity Services)
CHCCD7A Support community resources
(Community Services)
Business Services Training Pack age
Page vi Vol 2 © Aust ralian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
CHCCD3A Meet information needs of the
c ommunity (Community Services)
CHCCD1A Support community par ticipation
(Community Services)
AQF Level V
BSALC501A Run a file
BSALO501A Perform legal research and prepare
reports to meet identified needs
BSALPP501A Obtain information from a client
BSALPP502A Draft legally binding documents
BSALLG501A Assist with the discover y process
(Litigation)
BSALLG502A Appear in court (Litigation)
BSALLG503A Attend pre-trial negotiations
(Litigation)
BSALPL501A Cost complex files (Paralegal)
BSALPL502A Administer in-house mortgage
practice (Paralegal)
206/04 Negotiate with others to achieve
tasks and go als (Conveyancing)
206/09 Finalise transaction (Conveyancing)
CHCCD8A Support community action
(Community Services)
CHCCD13A Work within spec ific communities
(Community Services)
CHCCD11A Provide advocacy and
representation (Community
Services)
Frontline Management
(Units of Competency found in Vol 5)
AQF Level III
BSBCMN302A Organise pers onal work priorities
and development
BSBFLM302A Support leadership in the workplace
BSBFLM303A Contribute to effective workplace
relationships
BSBFLM304A Participat e in work teams
BSBFLM305A Support operational plan
BSBFLM306A Provide workplace information and
resourcing plans
BSBFLM309A Support cont inuous improvement
sy stems and processes
BSBCMN310A Deliver and monitor a service to
customers
BSBFLM311A Support a wo rkplace learning
environment
BSBCMN311A M aintain workplace safety
BSBCMN312A Support innovation and change
AQF Level IV
BSBCMN402A Develop work priorities
BSBFLM402A Show leadership in the workplace
BSBFLM403A Manage effective workplace
relationships
BSBFLM404A Lead work teams
BSBFLM405A Implement operational plan
BSBFLM406A Implement wo rkplace information
system
BSBCMN410A C oordinate implementation of
customer service strategies
BSBFLM409A Implement c ontinuous improvement
BSBCMN411A Monitor a safe workplace
BSBCMN412A Promote innovation and change
BSBCMN404A Develop teams and individuals
AQF Level V
BSBFLM501A Manage pe rsonal work priorities
and professional development
BSBFLM502A Provide leader ship in the workplace
BSBFLM503A Establish e ffective workplace
relationships
BSBFLM504A Facilita te work teams
BSBFLM505A Manage op erational plan
BSBFLM506A Manage wor kplace information
systems
BSBFLM507A Manage quality customer service
BSBMGT505A Ensure a safe workplace
BSBFLM509A Promote continuous improvement
BSBFLM510A Facilitate a nd capitalise on change
and innovation
BSBFLM511A Develop a workplace learning
environment
Small Business Management
(Units of Com petency found in Vol 5)
AQF Level III
BSBSBM301A Research business opportunities
AQF Level IV
BSBSBM401A Establish business and legal
requirements
BSBSBM402A Undertake fina ncial planning
BSBSBM403A Promote the business
BSBSBM404A Undertake business planning
BSBSBM405A Monitor and manage business
operations
BSBSBM406A M anage finances
BSBSBM407A Manage a small team
Governance
(Indigenous Organisations)
(Units of Competency found in Vol 5)
AQF Level IV
BSBATSIL401A Meet the ro les and re sponsibilities
of a Bo ard member (1)
BSBATSIL402A Use the constitution
BSBATSIC403A Maintain and protect culture
BSBATSIM404A Use the business plan
BSBATSIM405A Monitor fina ncial management and
budgets
BSBATSIM406A Manage assets
BSBATSIM407A Plan for organisational needs
BSBATSIL408A Manage a Board meeting
BSBATSIL409A Manage time
BSBATSIL410A Manage stre ss
BSBATSIC411A Communicate with the community
BSBATSIM412A Implement a business-like approach
BSBATSIM413A Oversee business planning
BSBATSIM414A Oversee the orga nisation’s annual
budget
BSBATSIM415A Contribute to a positive and
culturally appropriate workplace
Business Services Training Pack age
© Australian Nati onal Training Authority 2002 Vol 2 Page vii
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSBATSIW416A Obtain and manage consultancy
services
BSBATSIW417A Select and utilise t echnology
AQF Level V
BSBATSIL501A Meet the ro les and responsibilities
of a Board member (2)
BSBATSIL502A Work with the manager
BSBATSIL503A Manage conflict
BSBATSIM504A Develop and implement
organisational policies
BSBATSIM505A Control organisation f inances
BSBATSIM506A Develop employment policies
BSBATSIM507A Establish and maintain a strategic
planning cycle
BSBATSIL508A Be a community leader
BSBATSIL509A Manage self as a Board member
BSBATSIC510A Conduct a community meeting
BSBATSIM511A Develop enterprise opportunities
BSBATSIM512A Manage board competencies
BSBATSIM513A Oversee recr uitment and induction
of staff
BSBATSIW514A Represent your organisation
BSBATSIW515A Secure funding
Strategic Management
(Units of Competency found in Vol 5)
AQF Level V
BSBMGT501A Market services and concepts to
internal cust omers
BSBMGT502A Manage pe ople performance
BSBMGT503A Prepare budgets and financial plans
BSBMGT504A Manage budgets and fi nancial plans
BSBMGT505A Ensure a safe workplace
BSBMGT506A Recruit, sele ct and induct staff
BSBMGT507A Manage envi ronmental performance
AQF Level VI
BSBMGT601A Contribute to strategic direction
BSBMGT602A Contribute to the deve lopment and
implementation of strategic plans
BSBMGT603A Review and develop business plans
BSBMGT604A Manage business operations
BSBMGT605A Provide leadership across the
organisation
BSBMGT606A Manage customer focus
BSBMGT607A Manage knowle dge and information
BSBMGT608A Manage i nnovation and continuous
improvement
BSBMGT609A Manage risk
BSBMGT610A Manage environmental
management systems
e-Business
(Units of Competency found in Vol 6)
AQF Level III
BSBEBUS301A Search and assess online business
information
BSBEBUS302A Use and main tain electronic mail
system
BSBEBUS303A Particip ate in a virtual community
BSBEBUS304A Buy online
BSBEBUS305A Sell online
BSBEBUS306A Make payments online
BSBEBUS307A Bank online
BSBEBUS308A Maintain online business records
BSBEBUS309A Undertake e-learning
BSBEBUS310A Work effec tively as an off-site
e-worker
AQF Level IV
BSBEBUS401A Conduct online research
BSBEBUS402A Implement e-correspondence
policies
BSBEBUS403A Communicat e electronically
BSBEBUS404A Trade online
BSBEBUS405A Conduct online financial
transactions
BSBEBUS406A Monitor and maintain r ecords in an
online environment
BSBEBUS407A Review and maintain the business
aspects of a website
BSBEBUS408A Implement an d monitor delivery of
quality customer service online
BSBEBUS409A Lead and facilitate e-staff
AQF Level V
BSBEBUS501A Evaluate e-business opportunities
BSBEBUS502A Evaluate e-busin ess models
BSBEBUS503A Design an e-business
BSBEBUS504A Implement an e-business strategy
BSBEBUS505A Implement new technologies for
business
BSBEBUS506A Plan and develop a business website
BSBEBUS507A Manage the business aspects of a
website
BSBEBUS508A Build a virtual community
BSBEBUS509A Implement e-business outsourcing
arrangements
BSBEBUS510A Manage e- business outsourcing
BSBEBUS511A Implement a knowledge
management strategy for an
e-business
BSBEBUS512A Implem ent electronic
communication policy
BSBEBUS513A Plan e-learni ng
BSBEBUS514A Implem ent e-learning
BSBEBUS515A Facili tate e-learning
BSBEBUS516A Manage online purchasing
BSBEBUS517A Manage online inventory
BSBEBUS518A Manage an e-business supply chain
BSBEBUS519A Manage online sales sys tems
BSBEBUS520A Manage on lin e payments systems
BSBEBUS521A Plan e-ma rketing communications
BSBEBUS522A Conduct e-marketing
communications
BSBEBUS523A Investigate and plan e-work
business solutions
BSBEBUS524A Implement an d manage e-working
arrangements
AQF Level VI
BSBEBUS601A Develop an e-business strategy
BSBEBUS602A Develop an action plan for an
e-business strategy
Business Services Training Pack age
Page viii Vol 2 © Australian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSBEBUS603A Evaluate new technologies for
business
BSBEBUS604A Develop a bus iness we bsite strategy
BSBEBUS605A Identify and implement e-business
innovation
BSBEBUS606A Manage e-business risk
BSBEBUS607A Develop e-business outsourcing
policy and guidelines
BSBEBUS608A Develop and implement online
information policy
BSBEBUS609A Develop a knowledge management
strategy for an e-business
BSBEBUS610A Develop el ectroni c communication
policy
BSBEBUS611A Develop and implement e-business
human resource management policy
and practices
BSBEBUS612A Develop and implement e-work
policy and guidelines
BSBEBUS613A Develop online customer service
strategies
BSBEBUS614A Build online customer loyalty
BSBEBUS615A Use online sy stems to support
managerial decision-making
BSBEBUS616A Plan an e-busin ess supply chain
Business Services Training Package
© Australian National Training Auth ority 2002 Vol 2 Page ix
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Modification history
MODIFICATION HISTORY – ENDORSED MATERIALS
Please refer to the National Training Information Service for the latest version of Units of Competency and Qualifi cation
information (http:// www.ntis.gov.au).
Business Services Training
Package-BSB01 Sheet: 1 of 1
Version
Date of Release
Authorisation:
Comments
1.00
03/September, 2001 NTQC Primary release
2.00
01/May/2002 NTQC Introduction of e-bu siness volume comprising fifty-nine (59) new
units of competency and eight (8) new qualifications
Forms control: All endorsed training packages will have a version number displayed on the
im print page of every volume constituting that training packag e. Every training package will
display an up-to-d ate copy of this modification history form, to be placed immediately after
the contents page of the first volume of the training package. Comments on changes will only
show sufficient detail to enab le a user to id entify the nature and location of the change.
Changes to training packages will generall y be batched at quarterly intervals. This
modification history form will be included within any displayed sample of that training
package and will cons titute all deta il available to identify changes.
© Australian Nati onal Training Authority 2002 Vol 2 Page 1
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSB01 Business Services Training Package
Human Resources
Competency Standards
CONTENTS
BSBHR401A Administer human resource systems .............................................3
BSBHR402A Recruit and se lect personnel .........................................................9
BSBHR403A Process human resource documents and inquiries .....................15
BSBHR404A Co-ordinate human resource se rvices.........................................20
BSBHR501A Manage human resource consultancy services...........................26
BSBHR502A M anage human resource management information systems ......32
BSBHR503A Manage performance management systems...............................39
BSBHR504A Manage industrial relations policies and processes.....................46
BSBHR505A Manage remuneration and employee benefits.............................53
BSBHR506A Manage recruitment select ion and induction processes ..............58
BSBHR507A Manage separati on/termination ...................................................64
BSBHR508A Manage work/ life skills .................................................................71
BSBHR509A Manage rehabilitation/retu rn-to-work programs ...........................77
BSBHR601A Manage change ...........................................................................82
BSBHR602A Manage human resource strategic planning................................90
BSBHR603A Contribute to or ganisation dev elopment......................................98
BSBHR604A Manage employ ee relations .......................................................104
BSBHR605A Contribute to or ganisation des ign ..............................................111
Business Services Training Pack age
Page 2 Vol 2 © Aust ralian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Human Resources BSBH R401A Administer human resource systems
© Australian National Training Auth ority 2002 Vol 2 Page 3
BSB01 to be reviewed by 30/08/04 Print ver 2.00
BSBHR401A A dminister human resource systems
Unit Descriptor This unit is based upon WRRPM.1A Administer human resource
policy, endorsed in the National Re tail Training Package, but has
been custom ised with additional outcomes. It covers the
administration of hum an resource policies and procedures
including performance feedback, training and development plans,
and workers’ comp ensation. This is a foundation unit for any
person wishing to pursue comp etency in HR administration.
This unit is related to BSBH R502A Manage human resource
management information system s. Consider co-assessment with
BSBHR403A Process human resource documents and inquiries.
Competency Field Human Resource Management
Element P erformance Criteria
1. Administer human resource
policies and procedures
1.1 Organisational human resource policies and
procedures are docum ented, distributed and
ma intained1.2 Organisational human resource policies and procedures are clearly understood by relevant groups and individuals1.3 Contingency plans are documented and communicated to relevant groups and individuals tocope with extreme situa tions1.4 Staff turnover problems are identified, analysed and suggestions presented to management forconsideration1.5 Research is undertaken on legislative compliance1.6 Reports are prepared and records ma intained inaccordance with organisational requirements
2. Administer staff
performance feedback
system
2.1 Policies and procedures in regard to staff
performance requirements are m onitored, maintained
and disseminated in accordance with organisational
policy
2.2 Performance appraisal/ counselling interviews are
arranged as required, in accordan ce with
organisational policy2.3 Individuals are encouraged to contribute to improved policies and procedures2.4 Training and development plans are developed andimplem ented for each individual2.5 Training and development plans are monitored toensure time ly implementation
BSBH R401A Administer human resource systems Human Resources
Page 4 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Element P erformance Criteria
2.6 Staff are disciplined and/or counselled by
appropriate ma nagers, and records kept by Human
Resource Department
2.7 Grievance procedures are implem ented when a
grievance arises from the performance management
process
2.8 Staff appeals and term inations are implemented in
accordance with organisational po licy and statutory
requirements
2.9 Details of all procedures are accurately and
completely recorded and ma de available to relevant
groups and individuals
3.1 Inform ation on the lodgement of workers’
compensation claims is availabl e in the workplace
3. Coordinate workers’
comp ensation and
rehabilitation claims
3.2 Applications for workers’ compensation are
received, checked and r ece ipted to the relevant
em ployees
3.3 Incomplete fo rms are returned to the applicant, and
assistance is given to comp lete the form
3.4 Comp leted forms are forwarded to the relevant
person for approval
3.5 Approved disputed claims are processed in
accordance with organisational pr ocedures
3.6 Standard response letter is forwarded to applicant
3.7 Rehabilitation provider is advised of new cases
3.8 Reports from rehabilitati on providers are coordinated
and forwarded to relevant personnel
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
Human Resources BSBHR401A Admi nister human resource systems
© Australian National Training Auth ority 2002 Vol 2 Page 5
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Range Statement
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Human resource policies and
procedures may include:
0078 staffing
0078 workers’ compensation
0078 superannuation
0078 salary/com pensation and benefits
0078 leave entitlements
0078 EEO
0078 industrial relations
0078 Australian Workplace Agreem ents
0078 enterprise based agreements
0078 environment
0078 Occupational Health & Safety
0078 termination/redundancies
Relevant groups and
individuals means:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
Counselling means:
0078 two-way discussions to bring about constructive
change in a person’s behaviour or performance
Contingency plans may cover:
0078 unpredicted staff shortages
0078 unpredicted customer demand
0078 accidents or emergencies
Reports may include:
0078 spreadsheets
0078 databases
0078 statistical
0078 verbal
0078 written
Training and development
plans may include:
0078 formal training programs (both on and off the job)
0078 learning activities undertaken through monitoring
and/or on-the-job coaching
Disputed claims means:
0078 when the organisation refu ses to accept that the
injury is work-relat ed and/or that the injury prevents
the person from performi ng their job
BSBHR401A Administer h uman resource systems Human Resources
Page 6 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Range Statement
Rehabilitation provider may
include:
0078 an internal case manager
0078 an external case manager
0078 a consultant
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The integrated dem onstration of all elements and
their performance criteria
0078 A full range of hum an resource documentation and
clear comm unication of explanations to management
and staff
0078 The ability to analyse data on human resource policy
issues
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
som e theoretical concepts.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Understanding of the basic concepts of diversity and
why it needs to be integrated within and across all HR
functions
0078 Understanding of the relationships between human
resource functions
0078 Organisational hum an resource policies and practices
0078 Understanding of organisational goals, policies and
procedures
0078 Understanding of legal comp liance requirements, in
regard to:
0078 monitoring staff performance
0078 performance manageme nt processes
0078 counselling
0078 disciplinary procedures
0078 dismissal procedures
0078 enterprise agreem ents/awards/wages and
conditions
0078 anti-discrimination
0078 equal opportunity
0078 sexual harassment
0078 occupational health and safety
Human Resources BSBHR401A Admi nister human resource systems
© Australian National Training Auth ority 2002 Vol 2 Page 7
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Evidence Guide
0078 workers’ compensation
0078 rehabilitation/return to work plans
Underpinning Knowledge cont.
0078 Understanding of the role of the following in HR:
0078 a range of responsibi lities/job descriptions
0078 competency standards
0078 staffing plans
0078 staff levels and turnover
0078 existing competencies of em ployees
0078 resources availabl e for training
0078 training and developm ent activities
0078 Broad knowledge of principles and techniques in:
0078 collecting, analysing and organising information,
including analysing training needs
0078 communicating ideas and information, orally or in
written form
0078 planning and organising activities
0078 working with others and in teams, including
negotiating and conflict resolution
0078 solving problem s within a defined range
Underpinning Skills
0078 Effective consultation and communication skills in
dealing with internal custom ers to ensure service
delivery meets client standards
0078 Word processing, databases and spreadsheets for
records management of HR systems
0078 Researching, analysing and interpreting a broad range
of written material (i ncluding basic legislative
requirements)
0078 Listening and interv iewing skills to address
employees’ regular HR problems
0078 Basic risk analysis skills to develop plans/actions to
mitigate identified risk
0078 Docume nting results of the performance feedback
system
0078 Preparing reports on workers’ compensation and
performance management
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
BSBHR401A Administer human re source systems Human Resources
Page 8 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Evidence Guide
Consistency of Performance 0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include d ealings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Key Competency Levels
NB: These levels do not rela te to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 2 Level 2 L evel 2 Level 2 Level 2 Level 2 Level 1
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to administer hum an resource
policies
0078 Communicating ideas and information – to maintain hum an resource systems
0078 Planning and organising activities – to admi nister training plans
0078 Working wi th teams and others – to support organisation’ s policies and procedures
0078 Using mathematical ideas and techniques – m onitoring and analysing data
0078 Solving problems – by developing contingency plans, by analysing staff turnover and
making recommendations
0078 Using technology – to aid comm unication, to record information and prepare reports
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
Human Re sources BSBHR402A Recruit and select personnel
© Australian National Training Auth ority 2002 Vol 2 Page 9
BSB01 to be reviewed by 30/08/04 Print ver 2.00
BSBHR402A Recruit and select pe rsonnel
Unit Descriptor This unit is based upon WRRPM.2A Recruit and select personnel,
endorsed in the National Retail Training Package, but has been
customised with additional out come s. It covers the overall
planning of personnel recruitment, writing job descriptions, and
recruiting and selecting staff. This role may be carried out by the
manager or the task ma y be delegated to others.
This unit is related to BSBHR506A Manage recruitment, selection
and induction processes and BS BHR502 Manage human resource
management information system s. Consider co-assessment with
BSBHR403A Process human resource documents and inquiries.
Competency Field Human Resource Management
Element P erformance Criteria
1. Maintain personnel needs 1.1 Organisational policies in regard to staffing levels
are accurately identified
1.2 Job requirement information is current and accurate
1.3 Competencies and behaviou r required of individuals
and teams are clearly identified
1.4 Relevant groups and individuals are consulted for
input on future needs
1.5 Estim ates of staffing needs are supported by
appropriate evidence
2. Determine job
specifications
2.1 Specifications accurately refl ect the role which the
appointee will play in relati on to the team as a whole
2.2 The views and requirem ents of relevant managersand team members are taken into account in
developing the specification2.3 Specifications are written in a clear, concise manner,and comp ly with relevant legal requirements and
organisational format2.4 Specifications are confirmed with appropriatepersonnel prior to recruitment action in accordance with organisational policy
3. Recruit staff 3.1 Employme nt vacancies are advertised in accordance
with staffing requirements and organisational policy
3.2 Technology is used as requi red to aid the recruitment
process
3.3 A selection plan and crite ria are developed, based
upon job specification and consultation with relevant
managers
3.4 Job interviews and employme nt appraisal tests are
BSBH R402A Recruit and select personnel Human Resources
Page 10 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Element P erformance Criteria
organised/conducted in accordance with
organisational policy/best practice
4. Assess and select
applicants
4.1 Assessm ent and selection process is conducted in
accordance with organisational po licy and legal
requireme nts
4.2 Inform ation obtained from each candidate is judgedagains t specified selection criteria, and anyadditional influencing factors noted4.3 Where difficulty in interpreting the selection criteriaexists, or there app ears to be a conflict of criteria,advice is clarified with appropriate ma nagers4.4 Unintended deviations from agreed procedures areidentified and co rrected before selection decisionsare made4.5 Selection report is prepared according to organisational procedures4.6 Selection recommendations are communicated to authorised personnel for approval4.7 All candidates are promptly and accurately informedof selection decisions, following each stage of the selection process4.8 Recommendations for improvements to any aspect of the selection process are communicated promptly to
appropriate personnel4.9 Selection processes are appropriately documentedwith sufficient evidence to support the selectiondecision4.10 Induction processes are undertaken in accordancewith organisational policy
Human Resources BSBHR402A Recrui t and select personnel
© Australian National Training Authority 2002 Vol 2 Page 11
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Relevant groups and
individuals include:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
Job specifications may include:
0078 job title and purpose of pos ition
0078 skills and knowledge n ecessary
0078 competencies requ ired by staff
0078 qualifications
0078 person specifications
Recruitment procedures may
be:
0078 delegated to individuals or to specialist personnel
Advertising may include:
0078 internal or external
0078 electronic or print
0078 outsourced
Staffing requirements may
include:
0078 permanent, tem porary, full-time, part-time or casual
Staff reporting requirements
may include:
0078 systems for recording em ployee relations information
BSBHR402A Recruit and select personnel Human Resources
Page 12 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The integrated dem onstration of all elements and
their performance criteria
0078 Working with ma nagers to identify existing and
required competencies and attitudes of individuals
and teams
0078 Working with ma nagers to develop job specifications
to effectively meet th e needs of the organisation
0078