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KA 2 Strategic Partnership Project Project No. 2014-1-LT01-KA200-000604
INTELLECTUAL OUTPUT 1 COMPARATIVE STUDY OF THE WORK PROCESSES OF SELECTED FIELDS IN PARTNER COUNTRIES European Partnership for Service Specialists
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
1
Table of content I. Background ...................................................................................................................................... 4
II. Intellectual Outputs ......................................................................................................................... 5
III. Summary of Intellectual Output 1 ............................................................................................... 6
A Methodology for analysing and comparing of work processes ...................................................... 7
A 1 Identification of the occupation or the group of occupations requiring qualifications referenced
to the European Qualification Framework level 5 .............................................................................. 8
A 2 Analysis of the documents containing the information about defined occupations and
occupational groups ............................................................................................................................ 9
A 2.1 Working paper 01.1_Collection of documents .................................................................... 10
A 3 Organisation of the group of experts of identified occupations for carrying out the analysis of
occupations ....................................................................................................................................... 11
A 3.1 Working paper 01.2_Identifying experts ............................................................................. 12
A 4 Analysis of occupations by applying focus group method and collecting the information on the
work processes .................................................................................................................................. 13
A 4.1 Working paper 01.3_Focus group ........................................................................................ 14
A 5 Filling in the form of descriptor of core work processes with the obtained information .......... 15
A 5.1 Working paper 01.4_Core final work processes (after focus groups) brief ......................... 17
A 5.2 Working paper 01.5_Core final work processes (after focus groups) detailed ................... 18
B Synthesis Report on findings ......................................................................................................... 19
B 1 Identification of the occupation or the group of occupations requiring qualifications referenced
to the European Qualification Framework level 5 ............................................................................ 20
B 2 Analysis of the documents containing the information about defined occupations and
occupational groups .......................................................................................................................... 21
B 2.1 Paramedics ........................................................................................................................... 21
B 2.2 Administrator for hospitality services .................................................................................. 23
B 2.3 Fashion shop designer .......................................................................................................... 36
B 2.4 Florist manager ..................................................................................................................... 40
B 3 Organisation of the group of experts of identified occupations for carrying out the analysis of
occupations ....................................................................................................................................... 43
B 3.1 Paramedics ........................................................................................................................... 43
B 3.2 Administrator for hospitality services .................................................................................. 44
B 3.3 Fashion shop designer .......................................................................................................... 48
B 3.4 Florist Manager .................................................................................................................... 49
B 4 Analysis of occupations by applying focus group method and collecting the information on the
work processes .................................................................................................................................. 50
B 4.1 Paramedics ........................................................................................................................... 50
B 4.2 Administration of hospitality services .................................................................................. 51
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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B 4.3 Fashion shop designer .......................................................................................................... 58
B 4.4 Florist manager ..................................................................................................................... 63
B 5 Filling in the form of descriptor of core work processes with the obtained information ........... 68
B 5.1 Paramedics (brief) ................................................................................................................ 68
B 5.2 Administrator of hospitality services (brief)......................................................................... 71
B 5.3 Fashion shop designer (brief) ............................................................................................... 77
B 5.4 Florist manager (brief) .......................................................................................................... 80
B 5.5 Paramedics (detailed) ........................................................................................................... 84
B 5.6 Administrator of hospitality services (detailed) ................................................................... 89
B 5.7 Fashion shop designer (detailed) ....................................................................................... 102
B 5.8 Florist manager (detailed) .................................................................................................. 109
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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The Consortium
The high quality initial vocational training, adult education as well as secondary education are being provided while
training service business specialists in Karalius Mindaugas Vocational Training Centre (Lithuania). The Centre has over
300 staff and 2800 students. The scope of specialties embraces sectors of beauty, business, health and social welfare.
The self-directedness, independence of youth is encouraged at project work, civic initiatives, and practice periods in the
enterprises in Lithuania as well as in the EU countries. Training is implemented on basis of holistic principles, when big
attention is paid to aspects of philosophy, psychology, ecology, culture and development of entrepreneurship.
The Bildungsinstitut Mitteldeutschland of the Johanniter-Akademie (Germany) is a center of vocational studies in social
and medical working fields. It is one out of nine institutes of the Johanniter Unfallhilfe e.V. (Aid organization of St. Johns -
NGO). Right now we are educating about 460 students in the vocations of kindergarten/pre-school teachers, geriatric
care, paramedic and practical nurse (medical). As a part of Johanniter Unfallhilfe e.V. the Bildungsinstitut
Mitteldeutschland of the Johanniter-Akademie is directly connected with practical institutions. This are the emergency
service of the St. John Ambulance Germany. So the school works hand in hand with a practical institution.
FEDERAZIONE CNOS FAP VENETO is a part of The Federazione Nazionale CNOS-FAP which is an Italian non-profit
association providing a public service in the vocational guidance, education and training. The CNOS-FAP Federation
and its members operates at international, national, regional and local levels, where training programmes and plans are
designed in 16 Italian regions with 60 Centres coordinated by the National Office, mainly through: vocational training for
young people (from 14teen to 18teen years basic); higher and specialized vocational training in the industrial and service
sectors; continuous training initiatives linked with the labour market; transnational projects, especially with European
Union and other institutional stakeholders; distance and mobility training programmes responding to the needs of
workers and labour market.
Euroform RFS is an Italian VET institution established in1996 and accredited by the national government of Italian
Republic and Calabria Region (Prot. 0318ASS3 - 0001) and operates in sector of vocational training and orientation.
Euroform RFS organizes basically tailored training courses in different sectors regarding safety on the job, international
trade, business administration and marketing, project management and administration, Italian language courses for
foreigners, protection and management of environment, sustainable tourism, import and export, ecc. It has developed
training on-the-job, e-learning, blended training as Euroform RFS gives a particular attention to ICT- based training,
innovative training methods.
Esprominho – Professional School of Minho (Portugal), is a private vocational training school that initiated its activity in
the 1999-2000 academic year, but has over 20 years of cumulative experience in the service of vocational training from
the Noroeste Pioneira (Northwest Pioneer) project. With prior operational authorization nº 72, it teaches vocational
courses of level IV that confer an equivalency to secondary school’s 12º grade; education and training courses of dual
certification for youth and adults with academic equivalence to basic and secondary levels, and finally, training courses
and professional development for active people during or outside normal working hours.
Wisamar is a non-profit educational institute in Leipzig, Germany, acting in vocational, cultural and adult education.
Wisamar works in three areas: 1. Competence and dialogue Center - we offer different approaches to support the labour
market integration of drop-outs and unemployed in general as well as for people that are seeking for orientation; 2.
Project Office - we are an experienced partner and coordinator of different EU funded projects in thematic areas such as
social and labour market integration, innovations in education and culture & creativity; 3. Intercultural learning & EU
Mobility - we organize intercultural language classes for people with migrant background that want to live and work in
Germany. In addition we welcome annually around 400 persons in EU mobility projects and are sending for different
organisations in the city and region of Leipzig.
The SBG Dresden (Germany) is an established non-profit professional educational institution with a tradition of over 60
years and 80 permanent employees. It is embedded in the dual system of vocational training in Germany and combines
training in training workshops closely with the company training. Learning in the work process is an important
educational concept of the SBG. This ensures that the learners are employable after completing their qualification. Part
of the SBG is the Dresden Institute of Floristry (DIF) which is working in close cooperation with the Professional
Association of German Florists - Association of Saxony.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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I. Background
International cooperation between the initial vocational education and training (VET) is very
often focused on the mobilities of students, teachers and trainers, on the development of the
joint new training and/or study programmes and other issues. All these fields of cooperation
are very important for improvement of quality and attractiveness of initial VET in the different
countries. However, the potential benefits of such cooperation can remain very limited, if this
cooperation does not entail methodical and holistic exchanges in the field of curriculum
design by considering the comparative strengths, weaknesses, opportunities and threats of
curriculum design in the partners.
Establishment and development of long-term partnerships and networks of the initial VET
institutions focused on the curriculum design in the different occupational fields present by
itself good opportunities to improve the contents of VET curricula and make them more
oriented to the international labour market needs. Thus enhancing effective and beneficial
international movement of students and graduates in the European Union (EU).
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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II. Intellectual Outputs
Intellectual Outputs are tangible products, which are related to the set aims of the European
Partnership for Service Specialist, abr. Europartnerss project, particularly to establish the
partnership of initial VET institutions focused on the intensive cooperation in designing and
implementing of the initial VET curricula in the occupation fields of Floristic, Hospitality
Management, Paramedic and Image Design.
The project consists of five Intellectual Outputs summarising the findings of the following
work processes:
a) Analysing and comparing the work processes of selected occupations (Florist
Manager, Administrator of Hospitality Services, Paramedic and Fashion Shop
Designer) in the partners countries by identifying the main changes of the work
processes and their implications to the needs of competences;
Intellectual Output 1 Comparative study of the work processes of selected fields in
the partner countries
b) Comparing of the competences and learning outcomes outlined in the curricula of
Florist Manager, Administrator of Hospitality Services, Paramedic and Fashion Shop
Designer provided by the partners' institutions;
Intellectual Output 2 Comparative study of the competences outlined in the curricula
of the selected fields in partners´ institutions
c) Setting-up a catalogue (list) of the work processes and related competences typical
for partners’ countries;
Intellectual Output 3 Catalogue of the work processes and related competences
typical for partners´ countries
d) Designing of the training modules for the selected work processes;
Intellectual Output 4 Training modules for the selected work process
e) Testing of the designed modules in the training systems of partners countries;
Intellectual Output 5 Guidelines for the selection, usage and adaptation of developed
modules in designing the initial VET programmes
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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III. Summary of Intellectual Output 1
Intellectual output „Comparative Study of the Work Processes of Selected Fields in the
Partner Countries“ was developed by analyzing selected work processes in Italy, Portugal,
Lithuania and Germany by interviewing representatives of the labor market, seeking to
identify their changes and implications of these changes to competence needs. A
Comparative analysis was completed in order to find a common picture of work processes
existing in the above mentioned occupations. A detailed methodology how to analyse work
processes can be found in this study (Identification of the occupation or the group of
occupations requiring qualifications referenced to the European Qualification Framework
level 5; Analysis of the documents containing the information about defined occupations and
occupational groups; Organisation of the group of experts of identified occupations for
carrying out the analysis of occupations; Analysis of occupations by applying focus group
method and collecting the information on the work processes; Filling in the form of descriptor
of core work processes with the obtained information), as well as in depth analysis of work
processes of selected occupations (Paramedics, Administrator of Hospitality Services, Florist
Manager, Fashion Shop Designer). This study can be used by VET organizations, VET
experts and teachers, who are involved in curriculum design, institutions and bodies
responsible for the occupational standards. The comparative analysis is available in English.
National reports on findings are available in national languages of the partners.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A Methodology for analysing and comparing of work processes
The analysis of core work processes entails the following main steps:
1. Identification of the occupation or the group of occupations requiring qualifications
referenced to the European Qualification Framework1 (EQF) level 5
2. Analysis of the documents containing the information about defined occupations and
occupational groups
3. Organisation of the group of experts of identified occupations for carrying out the analysis
of occupations
4. Analysis of occupations by applying focus group method and collecting the information
on the work processes
5. Filling in the form of descriptor of core work processes with the obtained information
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 1 Identification of the occupation or the group of occupations requiring
qualifications referenced to the European Qualification Framework level 5
Identification of the occupation or the group of occupations requiring qualifications referenced
to the EQF level 5 is executed by comparing EQF level 5 descriptors with the existing types
of occupations in the selected sector of activities. There can be used the following table for
reference information in this analysis.
Table 1. Selection of occupation and work process according to EQF level 5 requirements
EQF level 5 descriptor Occupations Work processes (typical fields)
Knowledge Technicians Production and
process supervisors
Service providers
Provision of complex services
including function of
supervision, coordination,
quality assurance.
Coordination of the production
and service provision
processes.
Supervision and training of the
skilled workers and employees.
Comprehensive, specialised,
factual and theoretical
knowledge within a field of
work or study and an
awareness of the boundaries
of that knowledge.
Skills
A comprehensive range of
cognitive and practical skills
required to develop creative
solutions to abstract problems.
Competence
Exercise management
and supervision in contexts
of work or study activities
where there is unpredictable
change;
Review and develop
performance of self and
others.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 2 Analysis of the documents containing the information about defined occupations
and occupational groups
After identification of the occupation or group of occupations all documents that provide any
relevant information about this/these occupation (-s) and qualification (-s) should be
collected, such as:
1) Profiles and descriptors of the occupation (-s) from the national catalogues and
classifiers of occupations.
2) Occupational standards developed on the national and sectorial (branch) level.
3) International occupational or qualification standards.
4) Occupational profiles and descriptors developed in the companies.
5) Standards of qualifications and vocational education and training curricula developed
on the national and regional levels.
6) Initial and continuing VET curricula developed by the VET providers.
7) Other documents: e.g., descriptors of duties of employees in the enterprises,
descriptors and profiles developed in the different European projects (Lifelong
Learning Transfer of Innovation projects, European Credit system for Vocational
Education and Training, abr. ECVET and EQF testing projects etc.)
The contents of these documents is analysed and collected information is used for the filling
in the form “01_1 Collection of documents”. As a result, there will be prepared the initial draft
of descriptor of core work processes for further analysis in the expert groups.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 2.1 Working paper 01.1_Collection of documents
Task to all partners:
Please fill in the table below referring to the document “01_Analysis of core work processes
guidelines”, Main Step 2 “Analysis of the documents containing the information about defined
occupations and occupational groups”.
Please enter the name of the selected occupation
Name of the document
in your national
language
Name of the document
in English
Type of document Availability (link)
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 3 Organisation of the group of experts of identified occupations for carrying out the
analysis of occupations
Expert groups for further analysis of core work process should consist of the following
experts:
1) Skilled employees of identified occupations and/or occupational field.
2) Representatives of relevant enterprises employing the specialists of analysed
occupations (middle level managers, human resource managers and specialists).
3) Representatives of relevant professional organisations.
4) VET teachers and trainers working in the programmes that provide relevant
qualifications.
Total number of experts: 5-8. The majority of experts in the group should belong to the
categories 1-3.
Identified experts should be contacted by introducing them the project and explaining the
goals of this work package. Then there can be agreed the details and agenda of further
work in the group.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 3.1 Working paper 01.2_Identifying experts
Task to all partners:
Please fill in the table below referring to the document “01_Analysis of core work processes
guidelines”, Main Step 3 “Organisation of the group of experts of identified occupations for carrying out
the analysis of occupations”.
Please enter the name of the selected occupation
(enter the occupation
here)
Type of organization Occupation of the expert Position of the expert in
the organization
Size of the organization
Example:
Enterprise profit oriented
Cook Manager 50 employees
(Please add rows if necessary)
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 4 Analysis of occupations by applying focus group method and collecting the
information on the work processes
There are applied standard focus group work methods in executing this analysis. The
members of the group should be provided in advance with the initial draft of the form No.
01.4 (filled on the basis of information from analysis of documents). This can be done by
sending it by e-mail. Afterwards there should be agreed the time of meetings for discussion.
Depending on the comprehensiveness of the initial drafts of descriptors there can be needed
1- 2 meetings with duration of 2-3 hours each. The work or the group should be coordinated
by 1 person. He/she introduces the task and explains the structure of the document.
Afterwards there is discussed each part of the document starting from the list of core work
processes of occupation, and then continuing with the descriptors of each work process
(brief and concise description of work process, list of core competences, table of the detailed
description of work process). The coordinator of group reads the text of each part and then it
is followed by the discussion of group. Provided information is collected by using sound
recording measures (Dictaphone).
In some cases there can be faced objective organisational obstacles to organise the expert
group work, for example, due to the time reasons, overcrowded agendas of identifies experts
etc. For this reason it is also possible to approach identified experts individually by applying
individual face to face, phone or Skype interviews, or communicating with them by e-mail.
For example, prepared initial draft of Form No.1 could be sent to experts by e-mail for
commenting, before that contacting them by phone and explaining the task.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 4.1 Working paper 01.3_Focus group
Task to all partners:
1. Please fill in the table below referring to the document “01_Analysis of core work processes
guidelines”, Main Step 4 “Analysis of occupations by applying focus group method and
collecting the information on the work processes”.
Please enter the name of the selected occupation
(enter the occupation
here)
Please list the main outcomes of the focus groups:
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 5 Filling in the form of descriptor of core work processes with the obtained
information
After the work of expert groups or individual interviews the initial drafts of descriptors should
be updated and adjusted by filling in the information received in the stage No. 4.
Brief comments on the form as well as how to fill it are:
Title of analysed occupation: here you should indicate the title of occupation or occupational
group identified in the step No. 1.
List of core work processes: here you should provide the list of core work processes,
corresponding to the key (most important) objectives of work that entail the group of different
tasks. For example, setting up the order of bouquets and floristic compositions, organisation
of events and festivities in the hotel, examination of the patients in the place of accident, etc.
This list should contain brief and concise formulations (titles) of work process.
Afterwards each core work process is described in more detailed way.
Brief and concise description of work process: this description should contain brief
information about the objects of work process (products, services), type of customers that
are served, the main work tasks, technologies used in the workplaces, specificities of work
organization (individual, teamwork, work in shifts etc.) and quality control. (max. 200 words).
Core competencies: there is provided the list of core competencies needed for
accomplishment of the work process (on the basis of core work tasks of the work process);
e.g. to explain to the customer the options of the composition of bouquet; to prepare the plan
for organization of conference.
Detailed Description Core Work Process: detailed descriptor of core work process consist of
the description of the subject matter for skilled work, tools, methods, and organization of
skilled work and requirements for skilled work and technology.
Subject Matter for Skilled Work: indication of the products and services produced or provided
in the work processes, including the partial, intermediate results of work (e.g. prepared order,
concluded contract, provided consultation, produced part, etc.)
Tools, Methods, and Organization of Skilled Work: brief indication of the equipment and tools
used in the work process, methods of work and the ways of its organization (individual work,
work under supervision, teamwork etc.).
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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Requirements for Skilled Work and Technology: there are briefly outlined requirements for
skilled work and technology based on the expectations and needs of customers (e.g.
provided comprehensive information about the execution of order, quality of execution of
order), requirements of the company (e.g. internal quality procedures), needs of the skilled
workers (e.g. provision of information needed for the work), general requirements from
society (e.g. respect to the norms of environment protection).
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
17
A 5.1 Working paper 01.4_Core final work processes (after focus groups) brief
Task to all partners:
Please fill in the table below referring to the document “01_Analysis of core work processes
guidelines”, Main Step 5 “Filling in the form of descriptor of core work processes with the obtained
information”.
Please enter the name of the selected
occupation
(enter the occupation here)
Please list the final core work processes after
your finished your focus groups
List the related core competences
The following competencies are necessary for
the work process:
(Please add rows if necessary
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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A 5.2 Working paper 01.5_Core final work processes (after focus groups) detailed
Task to all partners:
Please fill in the table below referring to the document “01_Analysis of core work processes
guidelines”, Main Step 5 “Filling in the form of descriptor of core work processes with the obtained
information (detailed)”.
Please
enter the
name of
the
selected
occupation
(enter the occupation here)
Please list
the final
core work
processes
after your
finished
your focus
groups
Subject
matter
for
skilled
work
Tools
Method
s
Organization
of skilled
work
Requirements for Skilled Work and
Technology
From
the
client
From the
company
From
the
skilled
workers
From
the
society
From
other
stake
holder
s
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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B Synthesis Report on findings
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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B 1 Identification of the occupation or the group of occupations requiring
qualifications referenced to the European Qualification Framework level 5
Based on the project aims the consortium analysed the following occupations:
The analysis of occupations were divided according to the professional background of each
participating organization.
Paramedics Administrator for hospitality
services
Fashion shop designer Florist manager
Paramedics
Administrator of hospitality
services
Fashion shop designer
Florist designer
Karaliaus Mindaugo PMC
Johanniter Akademie
Karaliaus Mindaugo PMC
ESPROMINHO
Eurofom
Federazione CNOS
Karaliaus Mindaugo PMC
ESPROMINHO
Karaliaus Mindaugo PMC
SBG Dresden
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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B 2 Analysis of the documents containing the information about defined occupations
and occupational groups
B 2.1 Paramedics
Documents related to the occupation “paramedics” were collected from Lithuania and
Germany. According to the type of documents Laws prevail in Germany, Edicts prevail in
Lithuania.
B 2.1.1 Paramedics - Summary of the documents
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
GER Law Gesetz über den Beruf der
Notfallsanitäterin und
des Notfallsanitäters
Paramedic law Available here
GER Law Ausbildungs- und
Prüfungsverordnung für
Notfallsanitäterinnen und
Notfallsanitäter
Training and
examination regulations
for paramedics
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Resolution „Dėl Lietuvos kvalifikacijų
sandaros aprašo
patvirtinimo“ (2010 -05-04 Nr.
535)
Resolution of the
Government of the
Republic of Lithuania
“Approval of the
Lithuanian Qualifications
Framework”
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Database Aikos informacinė sistema AIKOS information
system for Education
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Edict Dėl Lietuvos medicinos
normos MN135:2005
"Paramedikas. Teisės,
pareigos, kompetencija ir
atsakomybė" patvirtinimo
“Paramedic. Rights,
Duties, Competencies
and responsibilities”
Available here
LT Edict Dėl skubiosios medicinos
pagalbos slaugos specialisto
kvalifikacinių reikalavimų
aprašo patvirtinimo
“Descriptor of
qualification of
emergency medical
aid specialists”
Available here
LT Edict Dėl Lietuvos medicinos
normos mn 142:2007
„skubiosios medicinos
pagalbos slaugos
specialistas. Teisės,
pareigos, kompetencija ir
atsakomybė“ patvirtinimo
“Emergency medical
aid specialist. Rights,
Duties, Competencies
and responsibilities”
Available here
LT Edict Dėl greitosios medicinos
pagalbos paslaugų teikimo
reikalavimų patvirtinimo
Ambulance service
provisions
Available here
LT Edict Dėl Lietuvos respublikos
sveikatos apsaugos ministro
2007 m. Lapkričio 6 d.
Įsakymo nr. V-895 „dėl
greitosios medicinos
pagalbos paslaugų teikimo
reikalavimų patvirtinimo“
pakeitimo
Ambulance service
requirements
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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B 2.2 Administrator for hospitality services
The three research countries, Lithuania, Italy and Portugal identified all together 52 relevant
documents, which contain information about the occupation “administrator of hospitality
services” or information indirectly related to this occupation. The majority of the documents
are in Lithuania “Edicts”, in Italy “Reports” and in Portugal “curriculum”, following by the type
of further documents as laws, resolutions, methodologies, standards, classifications and VET
programs. A detailed overview on the collected documents and links for each above-
mentioned country is attached to this report.
B 2.2.1 Identity of the documents in Lithuania
The Director of State Tourism Department in Lithuania issues the four of the five identified
edicts. The Minister of Health of the Republic of Lithuania releases one edict. These are
related to the “Approval of the types of accommodation”, “Standard terms for tourism service
agreement”, “Requirements for approval for hotels and motels classification” and to the
“Approval of the requirements of the Accommodation for health safety”. The second majority
of the documents in Lithuania are laws, related to “services”, “education”, “vocational
education” and on “tourism”. In the three identified “resolutions” in Lithuania the “Approval of
the Lithuanian Qualification Framework”, the “Approval of the rules for sports, culture and
entertainments services and consumer information, the provision of such services” and the
“Approval of the requirements for strengthening bed and breakfast service” are maintained.
The methodologies related to the occupation “administrator of hospitality services” in
Lithuania refer to the “modular training programs”, to the “concept of modularisation in
vocational education and training system” as well as to the “design of modular vocational
training curricula”. In Lithuania, there are available professional as well as vocational
education and training standards related upon others to hotel employee, travel agent, rural
tourism organiser, hotel manager and tourism manager.
According to the European Qualification Framework (EQF) vocational and higher educational
study programs could be identified on the EQF Level 4 and EQF Level 6 as follows:
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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Table: Secondary and higher education study programs
EQF Level 4 EQF Level 6
Rural tourism organiser Recreation and tourism
Rural tourism business organiser Cultural heritage and tourism
Travel agent Sports recreation and tourism
Travel guide Recreation and tourisms management
Organiser of the rest of the village (rural
tourism)
Rural tourism management
Leisure service agent International tourism event management
Hotel employee etc. * for more fields please check the table below
B 2.2.2 Identity of the documents in Italy
In 2009, there was an analysis of the training needs in the tourism sector followed by the
identification of foreseen training needs in the tourism sector in 2010. The outcomes of the
analysis as well as the national research are available in the two reports “Analisi dei
fabbisogni formativi del settore Turistico-Alberghiero” and “Anticipazione dei fabbisogni nel
settore turismo”.
The Italian national research group within the Europartnerss project identified further
documents, which are related to the classification of the profession in tourism as well as to
the new professions in tourism.
Additionally two profiles were detected related to the field of “administrator of hospitality
services”, which are:
a) Manager of hospitality services
b) Higher level technician for the management and development of the tourist services
and enterprises on the EQF Level 5
Related to the present synthesis report to identify occupations related to the “administrator of
hospitality services” on the EQF Level 5 upon other following training programs were
maintained:
a) Course for "Tecnico superiore for Management of structures and tourism services"
LIV. EQF5 - Bardolino (VR)
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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b) Advanced Training for the Hospitality Management - Title issued: after a final exam,
the diploma of “tecnico superiore”, corresponding to level 5 EQF
c) Reception technologies (Hospitality Manager. Hotel management: operational levers),
Ancona (AN)
d) Diploma of “tecnico superior” for Management and development of structures and
tourism services, Venice.Title issued: after a final exam, the diploma of tecnico
superiore, corresponding to level 5 EQF
In Italy there is a professional database for the analysis of the labour market needs, trends
and provides information about specific characteristics of the profiles required by the
enterprises such as age, educational level, type of contract, work experience, difficulty in
recruiting specific profiles, need for further training, etc. This Database is called Excelsior
Information System. It is promoted and produced by Unioncamere (Italian Association of the
Chambers of Commerce) with the participation of the Ministry of Labour and the European
Union.
Finally, there is a resolution in Italy for the renewal of the national collective agreement for
employees of companies in the tourism sector, which was signed in January 2014. The
agreement make possible the adoption of innovative solutions that achieve the right balance,
offering concrete solutions to the needs of businesses and workers.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
26
B 2.2.3 Administrator of hospitality services – Summary of the documents
Country Type of
the
document
Name of the document in
national language
Name of the document in
English
Availability
LT Report Lietuvos kvalifikacijų sandaros
susiejimo su Europos
mokymosi visą gyvenimą
kvalifikacijų sandara ir Europos
aukštojo mokslo erdvės
kvalifikacijų sandara. Ataskaita
(2012)
Report of Lithuanian
qualifications framework
linking with European lifelong
learning qualification
framework and European
high education area’s
qualifications framework
Available here
LT Report Lietuvos kvalifikacijų sistemos
ir europos kvalifikacijų
sąrangos sąsajos. Tyrimo
ataskaita, 2011
Interfaces of Lithuanian
qualifications system and
European qualifications
framework.
Available here
IT Report Progetto “Analisi dei fabbisogni
formativi del settore Turistico-
Alberghiero”
Analysis of the training needs
in the tourism sector
Available here
IT Report Anticipazione dei fabbisogni
nel settore turismo
Foreseen training needs in
the tourism sector
Available here
IT Report Le nuove figure professionali
turistiche
New professions in tourism Available here
IT Report Nota sullo stato di
programmazione e
realizzazione dei percorsi IFTS
National Report on
programming and realization
of IFTS pathways
Available here
IT Report N.A. Evaluation of the
Implementation of the
European Qualifications
Framework
Recommendation- FINAL
REPORT
Available here
IT Report N.A. First Italian Referencing
Report to the European
Qualifications Framework
Available here
IT Report N.A. Italian Lifelong Learning in
Europe: Notes to the Second
Millennium
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
27
Country Type of the
document
Name of the document in
national language
Name of the document in
English
Availability
LT Resolution Europos Parlamento
rezoliucija „Dėl turistų
lankomiausio žemyno –
Europos (nauja turizmo
politika)“, (2011-09-27,
2010/2206(INI))
European Parliament
resolution of 27 September
2011 on Europe, the world's
No 1 tourist destination – a
new political framework for
tourism in Europe
Available here
LT Resolution Dėl Lietuvos kvalifikacijų
sandaros aprašo
patvirtinimo“ (2010 -05-04 Nr.
535)
Resolution of the
Government of the Republic
of Lithuania “Approval of the
Lithuanian Qualifications
Framework”
Available here
LT Resolution Dėl sporto, kultūros ir
pramogų paslaugų teikimo ir
vartotojų informavimo,
teikiant šias paslaugas,
taisyklių patvirtinimo“ (2008-
06- 25 Nr. 623)
Resolution of the
Government of the Republic
of Lithuania
“Approval of the rules for
sports, culture and
entertainment services and
consumer information, the
provision of such services”
Available here
IT Resolution CCNL Turismo National working contract of the torurism sector
Available here
Country Type of the
document
Name of the document in
national language
Name of the document in
English
Availability
LT Methodology Modulinių profesinio mokymo
programų kūrimo metodika,
Kvalifikacijų ir profesinio
mokymo plėtros centras,
2012
Methodology of designing
modular vocational training
curricula.
Available here
LT Methodology Modulinių profesinio mokymo
programų kūrimo metodika
Methodology of modular
training programs
Available here
LT Methodology Modulinio profesinio mokymo
sistemos koncepcija
The concept of
modularisation in vocational
education and training
system
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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Country Type of
the
document
Name of the document in
national language
Name of the document in
English
Availability
LT Law Lietuvos respublikos paslaugų
įstatymas (Žin., 2009-12-15,
Nr. XI-570)
The Law on Services of the
Republic of Lithuania
Available here
LT Law Lietuvos Respublikos švietimo
įstatymas
The Law on Education of the
Republic of Lithuania
Available here
LT Law Lietuvos Respublikos
profesinio mokymo įstatymas
The Law on Vocational
Education of the Republic of
Lithuania
Available here
LT Law Lietuvos Respublikos Turizmo
įstatymo pakeitimo įstatymas
(2011-06-22 Nr. XI-1496)
The Law on Tourism of the
Republic of Lithuania
Available here
IT Law Decreto del Presidente del
Consiglio dei Ministri 25
gennaio 2008 per la
riorganizzazione del sistema
IFTS e costituzione degli ITS
Decree of the President of
the Council of Ministers for
the constitution of ITS
Available here
IT Law DGR 812 del 14/12/2010 Regional Law Available here
IT Law Legge regionale 10 aprile
1995, n. 14
Figura professionale del
Direttore di Albergo.
Integrazione e modifiche alle
leggi regionali n. 13/85 e n.
20/90.
Regional law 10 April 1995
n. 14
Professional role of Director
of Hotel
Available here
Country Type of the
document
Name of the document in
national language
Name of the document in
English
Availability
LT Classificati
on
Lietuvos profesijų
klasifikatorius
Lithuanian Classifier of
Occupations
Available here
IT Classificati
on
Classificazione internazionale
standard
delle professioni – CITP88
International standard
classification of professions
– CITP88
Available here
IT Classificati
on
Classificazione delle
professioni nel turismo
Profession classification in
the turism sector
Available here
IT Classificati
on
Quadro europeo dei titoli e delle qualifiche
European Qualification
framework
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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Country Type of the
document
Name of the document in
national language
Name of the document in
English
Availability
LT Edict Dėl apgyvendinimo rūšių
aprašo patvirtinimo“ (2011-
11- 21 Nr. V-14)
Edict of the Director of the
State Tourism Department
under the Ministry of
Economy of the Republic of
Lithuania
„Approval of the types of
accommodation“
Available here
LT Edict Dėl valstybinio turizmo
departamento prie ūkio
ministerijos direktoriaus
2003 m. kovo 26 d. įsakymo
Nr. 18-V „Dėl turizmo paslaugų
teikimo sutarties standartinių
sąlygų“ pakeitimo (2011-10-
27 Nr. V-122)
Edict of the Director of the
State Tourism Department
under the Ministry of
Economy of the Republic of
Lithuania
“Standard terms for tourism
services agreement”
Available here
LT Edict Dėl viešbučių ir motelių
klasifikavimo reikalavimų
patvirtinimo“ (2013-02- 28 Nr.
V-50)
Edict of the Director of the
State Tourism Department
under the Ministry of
Economy of the Republic of
Lithuania
“Requirements for approval
for hotels and motels
classification”
Available here
LT Edict Dėl Lietuvos higienos normos
HN 118:2002 „Apgyvendinimo
paslaugų saugos sveikatai
reikalavimai“ patvirtinimo (2003
m. sausio 6 d. Nr. V-2)
Edict of the Minister of Health
of the Republic of Lithuania
“Approval of the requirements
of the Accommodation for
health safety
Available here
LT Edict "Dėl nakvynės ir pusryčių
paslaugos teikimo reikalavimų
patvirtinimo" (2003-03-27 Nr.
27-V)
Edict of the Director of the
State Tourism Department
under the Ministry of
Economy of the Republic of
Lithuania
“Approval of the requirements
for strengthening bed and
breakfast service”
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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Country Type of the
document
Name of the document in
national language
Name of the document in
English
Availability
LT Standards Apgyvendinimo ir maitinimo
profesinis standartas (2014)
Professional standard of the
Republic of Lithuania for
Accommodation and catering
Available here
LT Standards Profesinio rengimo standartai:
S381105- Viešbučio
darbuotojo;
S381201- Kelionių agento;
S381202- Kaimo turizmo
organizatoriaus;
S581204- Kaimo turizmo
vadybininko;
S581101- Viešbučių
vadybininko;
S581205- Turizmo ir
laisvalaikio vadybininko;
S581206- Turizmo
vadybininko;
S581207- Rekreacijos
technologo
VET standards of the
Republic of Lithuania for:
Hotel employee
Travel agent
Rural tourism organizer
Rural tourism manager
Hotel manager
Tourism and leisure
manager
Tourism manager
Recreation technologist
Available here
Country Type of
the
document
Name of the document in
national language
Name of the document in
English
Availability
IT Profile Tecnico superiore per la
gestione e lo sviluppo delle
strutture e dei servizi turistici
(corso V EQF)
Higher level technician for
the management and
development of the tourist
services and enterprises
Available here
IT Profile Tecnico superiore per la
gestione di strutture turistico-
ricettive
Manager of hospitality
services
Available here
IT Profile Istituti Tecnici Superiori ripartiti
per area tecnologica
Technical Institutes for
technological area
Available here
Country Type of the
document
Name of the document in
national language
Name of the document in
English
Availability
IT Database Sistema di analisi del mercato
del Lavoro Excelsior
Labour market analysis
system - Excelsior
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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31
Country Type of the
document
Name of the document in
national language
Name of the document in
English
Availability
IT Agreement Accordo sulla referenziazione
del sistema italiano delle
qualificazioni al quadro
europeo delle qualifiche
Referencing agreement of
the Italian qualification
system to the EQF
Available here
IT Agreement Accordo per la valutazione e il
monitoraggio dei percorsi
degli ITS
Agreement for the evaluation
and monitoring of ITS
Available here
Country Type of
the
document
Name of the document in
national language
Name of the document in
English
Availability
PT Curriculum Catálogo Nacional de
Qualificações – Técnico/a
Especialista em Gestão
Hoteleira e Alojamento
Training reference level 5,
technician / specialist in
Hospitality Management and
Accommodation
Available here
LT VET
training
programs
Profesinio mokymo
programos:
330081202-Kaimo turizmo
organizatoriaus
440081202-Kaimo turizmo
organizatoriaus
362081203-Kaimo turizmo
verslo organizatoriaus
330081204-Kelionių agento
440081204- Kelionių agento
362081201- Kelionių vadovo
265081201-Poilsio kaime
(kaimo turizmo)
organizatoriaus
261081201-Poilsio kaime
(kaimo turizmo) organizavimo
330081205-Poilsio paslaugų
agento
Vocational training programs
(IV level):
Rural tourism organizer
Rural tourism business
organizer
Travel agent
Travel guide
Organizer of the rest of the
village (rural tourism)
Leisure service agent
Hotel employee
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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32
440081205- Poilsio paslaugų
agento
320081201- Viešbučio
darbuotojo
330081203- Viešbučio
darbuotojo
440081203-Viešbučio
darbuotojo
LT HE
programs
Aukštojo mokslo studijų
programos:
612N80001-Rekreacija ir
turizmas
612N80002-Kultūros paveldas
ir turizmas
612N87001-Sportinė
rekreacija ir turizmas
621N80001-Rekreacijos ir
turizmo vadyba
621N80002-Tarptautinių
turizmo renginių vadyba
653N80001- Kaimo turizmo
vadyba
653N80002- Turizmo
administravimas
653N80003-Turizmo ir
laisvalaikio vadyba
653N80004-Turizmo ir
viešbučių verslas
653N80005-Rekreacijos ir
turizmo verslo vadyba
653N80006-Ekoturizmas
653N80007-Turizmo ir
laisvalaikio vadyba
653N80008-Turizmas ir
viešbučiai
653N80009-Svetingumo ir
renginių industrija
653N80011-Svetingumo
vadyba
653N83001-Turizmo ir
Higher education study
programs (VI level):
Recreation and tourism
Cultural heritage and tourism
Sports Recreation and
Tourism
Recreation and Tourism
Management
Rural Tourism Management
International tourism event
management
Tourism administration
Tourism and Leisure
Management
Tourism and hotel business
Recreation and tourism
business management
Ecotourism
Tourism and Hospitality
Hospitality and events
industry
Hospitality Management
Tourism and Hotel
Administration
Sports and Entertainment
Management
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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33
viešbučių administravimas
653N83002- Turizmas ir
svetingumas
653N83003-Turizmo
administravimas
653N83004-Turizmo
administravimas
653N83006-Turizmo ir
viešbučių administravimas
653N87001-Sporto ir pramogų
vadyba
IT Training
program
Fondazione - Istituto Tecnico
Superiore Tecnologie
Innovative per i Beni e le
attività Culturali – Turismo e
benessere
Programme for trianing
course under the framework
of 5th level EQF
Available here
IT Training
program
Corso “Tecnico superiore per
la gestione di strutture e
servizi turistici“ Liv. EQF5 –
sede di Bardolino (VR)
Course for "Tecnico superiore
for Management of structures
and tourism services" LIV.
EQF5 - Bardolino (VR)
Available here
IT Training
program
Alta formazione per
l’Hospitality Management
Titolo rilasciato: previo esame
finale, Diploma Statale di
Tecnico Superiore,
corrispondente al 5° livello
EQF
Fondazione Istituto Tecnico
Superiore per il Turismo
Jesolo (VE)
Advanced Training for the
Hospitality Management
Title issued: after a final
exam, the diploma of “tecnico
superiore”, corresponding to
level 5 EQF (European
Qualification Framework).
Available here
IT Training
program
Alta formazione per
l’Hospitality Management
Titolo rilasciato: previo esame
finale, Diploma Statale di
Tecnico Superiore,
corrispondente al 5° livello
EQF (European Qualification
Framework).
Fondazione Istituto Tecnico
Superiore per il Turismo
Advanced Training for the
Hospitality Management
Title issued: after a final
exam, the diploma of “tecnico
superiore”, corresponding to
level 5 EQF
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
34
Jesolo (VE)
IT Training
program
Tecnologie di ricezione
(Hospitality Manager. Gestione
manageriale alberghiera: le
leve operative), ANCONA (AN)
Reception technologies
(Hospitality Manager. Hotel
management: operational
levers), Ancona (AN)
Available here
IT Training
program
Tecnico superiore per la
gestione e lo sviluppo delle
strutture e dei servizi turistici,
Venezia. Titolo rilasciato:
previo esame finale, del
diploma statale di Tecnico
Superiore, corrispondente al
5° livello EQF
Diploma of “tecnico superior”
for Management and
development of structures
and tourism services, Venice.
Title issued: after a final
exam, the diploma of tecnico
superiore, corresponding to
level 5 EQF
Available here
IT Training
program
Corso di tecnico superiore per
l’approvvigionamento
energetico e la costruzione di
impianti. Il corso, programmato
dalla Regione Calabria e
finanziato dal Ministero per
l’Istruzione, l’Università e la
Ricerca, permetterà a un
gruppo di diplomati di divenire
i primi “Tecnici Superiori”.
Diploma of tecnico superiore
for Energy supply and
construction of systems. The
course is planned by the
Region of Calabria and
funded by the Ministry for
Education, University and
Research
Available here
IT Training
program
Professionisti in nuove
tecnologie per Progettazione
Design Marketing 2014-2016
Corso finanziato dal Ministero
della Istruzione, dell’Università
e della Ricerca e dalla
Regione Marche, riconosciuto
a livello Europeo – 5° Livello
EQF
Professionals in new
technologies for Planning
Design Marketing 2014-2016
Course financed by the
Ministry of Education,
University and Research and
the Marche Region,
recognized in Europe - 5th
Level EQF
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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35
Country Type of
the
document
Name of the document in
national language
Name of the document in
English
Availability
IT Regional
Pilot
Project
Progetto n. 2014-2919/RER
approvato con delibera di
giunta regionale n. 924/2014
finanziato dal Fondo Sociale
Europeo, Ministero
dell’Istruzione, Università e
Ricerca e Regione Emilia
Romagna
Project of the Region Emilia
Romagna
Available here
IT Plan Piano Triennale Per La
Costituzione Dei Politecnico –
Professionali Della Regione
Calabria (2013 – 2015)
Three years plan for
constitution of technical –
professional poles in
Calabria Region (2013 -
2015)
Available here
IT Training
Handbook
Manuale per la formazione di:
AGENTI SPEDIZIONIERI
(o Pianificatori di trasporti
multimodali) e operatori di
magazzino
Training
Handbook, FREIGHT
FORWARDING AGENT
and WAREHOUSE
OPERATOR under the
framework of the project
“Certification for Employment
in Transport And Logistics In
Europe”
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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B 2.3 Fashion shop designer
Documents related to the occupation “fashion shop designer” were collected from Lithuania
and Portugal. According to the type of documents Law prevail in Portugal, Edict prevail in
Lithuania.
B 2.3.1 Fashion shop designer – Summary of the documents
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
PT Curriculum Catálogo Nacional de
Qualificações – Técnico
Especialista em Comércio de
Moda
Training reference Level
5, technician/ specialist
fashion trade
Available here
PT Curriculum Curso de Formação Técnico
de Vitrinismo
Training reference level
4, technical/ window
dressing
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
PT Law Portaria n.º 782/2009 de 23
de Julho
Level V law Available here
PT Law Decreto-Lei n.º 42/2005, de
22 Fevereiro
Level V law Available here
PT Law Decreto-Lei n.º 88/2006, de
23 de Maio
Level V law Available here
LT Law Dizaino įstatymas
(Data: 2012-11-08, numeris:
IX-1181)
Law on Design Available here
LT Law Lietuvos Respublikos
profesinio mokymo įstatymas
The Law on Vocational
Education of the
Republic of Lithuania
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Database Aikos informacinė sistema
Interjero apdailos atlikėjo
AIKOS information
system for Education
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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mokymo programa Interior Decorator
training programme
LT Database Aikos informacinė sistema
Vizualinis dizainas
AIKOS information
system for Education
Visual Design study
programme
Available here
LT Database Aikos informacinė sistema
Aprangos dizainas ir
technologijos
AIKOS information
system for Education
Clothing Design and
Technology
Available here
LT Database Aikos informacinė sistema
Aplinkos objektų dizainas
AIKOS information
system for Education
Design of Environmental
Objects study
programme
Available here
LT Database Aikos informacinė sistema
Įvaizdžio dizainas
Law on Design Available here
LT Database Aikos informacinė sistema
Vizualinis dizainas ir medijos
AIKOS information
system for Education
Visual Design and
Media study programme
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Resolution Dėl Lietuvos kvalifikacijų
sandaros aprašo
patvirtinimo“ (2010 -05-04 Nr.
535)
Resolution of the
Government of the
Republic of Lithuania
“Approval of the
Lithuanian Qualifications
Framework”
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Edict Dėl Valstybinio patentų biuro
direktoriaus 2008 m. rugsėjo
25 d. įsakymo Nr. 3R-72 "Dėl
Hagos susitarimo dėl
pramoninio dizaino
tarptautinės registracijos
Edict of the Director of
National patent office
“Industrial design
international
registration”
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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Ženevos akto įgyvendinimo"
pakeitimo
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Methodology Modulinių profesinio
mokymo programų kūrimo
metodika
Modulinių profesinio
mokymo programų
kūrimo metodika
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Report Lietuvos kvalifikacijų
sandaros susiejimo su
Europos mokymosi visą
gyvenimą kvalifikacijų
sandara ir Europos aukštojo
mokslo erdvės kvalifikacijų
sandara. Ataskaita (2012)
Report of Lithuanian
qualifications framework
linking with European
lifelong learning
qualification framework
and European high
education area’s
qualifications framework
Available here
LT Report Lietuvos kvalifikacijų
sistemos ir europos
kvalifikacijų sąrangos
sąsajos. Tyrimo ataskaita,
2011
Interfaces of Lithuanian
qualifications system
and European
qualifications
framework.
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Classification Lietuvos profesijų
klasifikatorius
Lithuanian Classifier of
Occupations
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
PT Training
course
Site Direção Geral do Ensino
Superior – Oferta formativa
nível 5 em Portugal
Training courses
available in Portugal –
Level V
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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PT Application
process
Como instruir e apresentar
um pedido de criação e
autorização de
funcionamento dos cursos de
nível 5
Application process for
the authorization of
courses
– level 5 in PT
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
PT Guidelines Comissão técnica para a
formação tecnológica pós-
secundária
Technical commission
for technological
education after high
school - guidelines
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
PT Qualification
level
Report on the Referencing of
the National Qualifications
Framework to the European
Qualifications Framework
Report on the
Referencing of the
National Qualifications
Framework to the
European Qualifications
Framework
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
40
B 2.4 Florist manager
Documents related to the occupation “Florits manager” were collected from Lithuania and
Germany. The documents consist of reports, study programs, methodologies, VET programs
and laws.
B 2.4.1 Florist manager – Summary of the documents
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Study
programme
IV lygio - Floristo mokymo
programa (440021513)
IV level - Program of
Floristy
(440021513)
Available here
LT Study
programme
VI lygio – Įstaigų ir įmonių
administravimo programa
VI level – Program of
office administration
Available here
GER Curriculum Rahmenlehrplan für den
Ausbildungsberuf
Florist/Floristin
General curriculum for
vocational education of
florists
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Report Lietuvos kvalifikacijų
sandaros susiejimo su
Europos mokymosi visą
gyvenimą kvalifikacijų
sandara ir Europos aukštojo
mokslo erdvės kvalifikacijų
sandara. Ataskaita (2012)
Report of Lithuanian
qualifications framework
linking with European
lifelong learning
qualification framework
and European high
education area’s
qualifications framework
Available here
LT Report Lietuvos kvalifikacijų
sistemos ir europos
kvalifikacijų sąrangos
sąsajos. Tyrimo ataskaita,
2011
Interfaces of Lithuanian
qualifications system
and European
qualifications
framework. Survey
report.
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
41
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Law Lietuvos respublikos
paslaugų įstatymas (Žin.,
2009-12-15, Nr. XI-570)
The Law on Services of
the Republic of
Lithuania.
Available here
LT Law Lietuvos Respublikos
švietimo įstatymas
The Law on Education
of the Republic of
Lithuania.
Available here
LT Law Lietuvos Respublikos
profesinio mokymo įstatymas
The Law on Vocational
Education of the
Republic of Lithuania.
Available here
GER Law Berufsbildungsgesetz BBiG Law of vocational
education
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Description Lietuvos kvalifikacijų
sandaros aprašas
The Law on Services of
the Republic of
Lithuania.
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Methodology Modulinių profesinio mokymo
programų kūrimo metodika,
Kvalifikacijų ir profesinio
mokymo plėtros centras,
2012
Method of designing
modular vocational
training curricula.
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Methodical
Journal
Modulinio profesinio mokymo
sistemos koncepcija
The concept of
modularisation in
vocational education
and training system
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
GER Regulation FloristAusbV - Verordnung
über die Berufsausbildung
Regulation of vocational
education for florists
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
42
zum Floristen/zur Floristin
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Classifier Lietuvos profesijų
klasifikatorius
Lithuanian Classifier of
Occupations
Available here
Country Type of the
document
Name of the document in
national language
Name of the document
in English
Availability
LT Resolution „Dėl Lietuvos kvalifikacijų
sandaros aprašo
patvirtinimo“ (2010 -05-04 Nr.
535)
Resolution of the
Government of the
Republic of Lithuania
“Approval of the
Lithuanian Qualifications
Framework”
Available here
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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B 3 Organisation of the group of experts of identified occupations for carrying out the
analysis of occupations
B 3.1 Paramedics
The research group identified among associations and nonprofit entities profit oriented
private enterprises whose experts will analyse the occupations. The group of experts are
namely:
Identified experts in Lithuania
Type of organization Occupation of the
expert
Position of the expert in
the organization
Size of the
organization
Association (Association of
Lithuanian Emergency
Medical Service Providers)
Physician Chairman of the board 47 providers of
Emergency
medical service
Private enterprise, profit
oriented (Ambulance
station “Ambulansas”)
Physician Director for medicine 53 employees
Private enterprise, profit
oriented (Ambulance
station “Ambulansas”)
Doctor’s assistance Director for quality 53 employees
Association (Paramedic
Association of Lithuanian)
Paramedic President 127 members
Public entity, no profit
(Public institution Kaunas
Emergency Medical
Service Station of Kaunas
Doctor’s assistance Specialist of emergency
medical service
312 employees
Identified experts in Germany
Type of organization Occupation of the
expert
Position of the expert in
the organization
Size of the
organization
Non profit, (Johanniter
Akademie -Bildungsinstitut
Mitteldeutschland)
Paramedic and
Teacher
Teacher Over 2.000
employees
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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B 3.2 Administrator for hospitality services
The research group identified among hotels also restaurants whose experts will analyse the
occupations. The group of experts are namely:
Identified experts in Lithuania
Type of organization Occupation of the
expert
Position of the expert
in the organization
Size of the
organization
JSC holiday home „Baltija“ Resort business
Management
Hotel manager 40 employees
Shakespeare boutique
hotel
Business Management Marketing Director 36 employees
Restaurant "Medziotoju
uzeiga”
Business Management Director 39 employees
Best Baltic Palanga Resort business
Management
Director 88 employees
Travel agency Glotera Business Management Director 21 employees
Identified experts in Portugal
Type of organization Occupation of the
expert
Position of the expert
in the organization
Size of the
organization
Hotel do Parque Hotel Management Hotel Manager /
Director
16 employees
Axis Ponte de Lime Golf
Resort Hotel
Hotel Management Hotel Director 25 employees
Restaurante “Novo
Horizonte”
Business Management Manager 12 employees
Hotel Axis Viana do
Castelo
Hotel Management Hotel Director 22 employees
Travel agency Top
Atlântico
Travel Management Manager 88 employees
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
45
Identified experts in Italy (Veneto Region)
Type of organization Occupation of the expert Position of the
expert in the
organization
Size of the
organization
Enterprise profit oriented
Macola Carla
http://www.santangelo.it/
Owner General Manager SMI (less than 50
employee)
CESCOT VENETO
Association of enterprises
in the tourism sector
Danilo Lunardelli
President More than 100
employee
EBT VENETO – represents
trade unions and
enterprises organisations –
Simone Domenico
Director SMI (less than 50
employee)
FISASCAT – company
owning three hotels
Stevanin Andrea
Owner General Manager More than 200
employee
CISL VENETO – trade
union of the tourism sector
– Ponzio Elisa
Responsible for PR More than 100
employee
Identified experts in Italy (Calabria Region)
Type of organization Occupation of the
expert
Position of the
expert in the
organization
Size of the
organization
Associations, Trade Unions, cooperatives
Confesercenti Cosenza –
Association of SMEs working in
the sector of tourism
Member of
Association
General
Director
Unites numerous
SMEs in Southern
Italy
CONFCOMMERCIO Cosenza -
Association of SMEs working in
the sector of tourism
Member of
Association
General
Director
Unites numerous
SMEs in Cosenza
COSENZA - CONFINDUSTRIA
COSENZA – Association of local
industries
Member of
Association
General
Director
Unites numerous
SMEs in Cosenza
Sindacato Provinciale Alberghi
Cosenza – Trade Union of Hotel
owners of Cosenza
Member of Trade
union
General
Director
Protects rights of
numerous (more than
500 hotels) owners of
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
46
hotels in Cosenza
Province
Isca Hotels – Albergatori Associati
Sud Tirreno Cosentino –
Association ISCA HOTELS of
Southern Tyrrhenian coast
Member of
Association
General
Director
Association of hotels
(about 300) situated
on Thyrreanean cost
A.M.I.R.A. sezione Cosenza-
Sila - Associazione Maitres
italiani ristoranti e alberghi –
Association of Maitres of Italian
restaurants and hotels form
Cosenza – Sila area
Member of
Association
General
Director
Association which
unites about 100 local
Maitres working in the
area of Cosenza - Sila
UNIONE REGIONALE
ALBERGATORI CALABRESI –
Regional Union of Calabrian Hotel
owners
Member of union Director Union of nearly 700
hotels
Federalberghi Calabria –
Association of Calabrian hotels
Member of
Association
Administrative
staff
Union of about 400
hotels in Calabria
region
Assohotel Cosenza, Associazione
Italiana Imprenditori d’Albergo –
Association of Italian
Entrepreuners of hotel sector
Member of
Association
Administrative
staff,
entrepreuner
Union of about 300
young entrepreuners
of hotel sector
Identified experts in Italy (Calabria Region)
Type of organization Occupation
of the expert
Position of the expert in the
organization
Size of the
organization
Trainers
Trainers of Istituto Professionale
Alberghiero
Trainer Teaching in VET school
catering speciality
Trainers of Istituto Professionale
Alberghiero
Trainer Teaching in VET school
service at restaurant speciality
Trainers of Istituto Professionale
Alberghiero
Trainer Teaching in VET school
hospitality service, the
management and
communication
Professor of Calabria University
Unical, Department of Tourism
science
Professor,
trainer
Teaching administration nad
monitoring of hospitality
service companies in the
courses of IFTS “Tecnico
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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Superiore per l’assistenza alla
direzione di strutture ricettive”
Professor of Calabria University
Unical, Department of Tourism
science
Professor,
trainer
Teaching marketing of
enterprises working in sector
of tourism and hospitality
services
Professor of Calabria University
Unical, Department of Tourism
science
Professor,
trainer
Teaching Economics and
Management of Enterprises
working in the tourism sector
Professor of Calabria University
Unical, Department of Economics
Professor,
trainer
Teaching Management of
Tourism in courses
"Management of Tourism and
residencial tourism"
Identified experts in Italy (Calabria Region)
Type of organization Occupation of the expert Position of the expert in
the organization
Size of the
organization
Enterprises, SMEs, hotels, employees - implementing daily activities in hospitality service
Hotel San Francesco Management and
administration
Director 25 employees
Hotel San Francesco Management, catering Responsible restaurant -
Hotel San Francesco Responsible booking,
check in/ check out
Receptionist -
Hotel San Francesco Catering service Chef -
Villa Fabiano Club Beauty
& Spa
Management and
administration
Director 35 employees
Villa Fabiano Club Beauty
& Spa
Management, catering Responsible restaurant -
Villa Fabiano Club Beauty
& Spa
Beautician
Responsible SPA and
body treatments area
-
B&B Villa Guido Management and
administration
Owner, director 2 employees
Hotel EUROPA Management and
administration
Director 10 employees
Hotel EUROPA Management, catering Responsible restaurant -
ITALIANA HOTELS and
HOME CLUB
RESIDENCE
Management and
administration
Director 50 employees
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
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B 3.3 Fashion shop designer
The research group identified experts from public non-profit institutions as well as from
private enterprises. The group of experts are namely:
Identified experts in Lithuania
Type of organization Occupation of the
expert
Position of the expert
in the organization
Size of the
organization
N/A Designer, Image
Developer
employment under
individual
performance
certificate
N/A
Public non-profit institution “
Tekstilinkų ir dailininkų
gildija”
Textile artist Director 30 employees
Private enterprise “LTM
Garmenta”
Clothing Fashion
Engineer Constructor-designer 42 employees
UAB “Sirena” Dresser Director 15 employees
Private enterprise
“Medžiotojų užeiga” Image Developer Director 38 employees
Identified experts in Portugal
Type of organization Occupation of the
expert
Position of the expert in the
organization
Size of the
organization
N/A Clothing Fashion
Engineer
employment under individual
performance certificate N/A
TCO Management Director 23 employees
Springfield Management Store Manager 10 employees
Cortefiel Group Human Resources
Management HR technician 20 employees
N/A Fashion Marketing employment under individual
performance certificate N/A
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
49
B 3.4 Florist Manager
The research group identified sole proprietors as well as representatives of private
enterprises and educational institution as experts for the work process analysis. The group of
experts are namely:
Identified experts in Lithuania
Type of organization Occupation of the
expert
Position of the expert
in the organization
Size of the
organization
Private enterprise „LinArt“ Florist Director 7 employees
Sole proprietorship ”Ritos
gėlės”
Florist Owner 5 employees
Florist design enterprise
“Ant ribos”
Florist Head florist 5 employees
Sole proprietorship “Isdeco” Florist Florist 2 employees
Private enterprise “Gėlių
sala”
Manager Head 15 employees
Private enterprise “Tik
gėlės”
Manager Director 10 employees
Private enterprise “Tik
gėlės”
Florist Florist 10 employees
Identified experts in Germany
Type of organization Occupation of the
expert
Position of the expert
in the organization
Size of the
organization
non-profit education
institution
florist with master
craftman´s diploma Trainer 60 employees
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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B 4 Analysis of occupations by applying focus group method and collecting the
information on the work processes
B 4.1 Paramedics
Main outcomes of the focus group in Lithuania
1. Possible employers have been discussed (ambulance stations, emergency departments,
intensive care departments, non-profit organizations: the Samaritan Community, the Red
Cross Society, etc.).
2. Core work processes have been discussed (communication and cooperation; driving a
special purpose vehicle; emergency aid organization, emergency assistance, patient
counseling and application of preventive medical measures).
3. Competences have been described (social, organizational, professional, technical,
information technologies, linguistic).
Main outcomes of the focus group in Germany
The Paramedic law aims for the education are defined. With the focus group, training objectives
have been analysed. The educational objectives reflect the worker processes. In all targets, the
core work processes are found again. Thus, the group defines the training objectives according to
core work processes.
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B 4.2 Administration of hospitality services
Main outcomes of the focus group in Lithuania
During the focus group meeting the experts have listed the main work processes of Administrator of
Hospitality service:
1. Preparation for the work
2. Receiving guests
3. The main tourist services: accommodation and catering
4. Additional tourism services: active and passive recreation services
5. Completion of work and transfer of work
The following competencies are attributable to the listed work processes:
1.1. Develop a plan of work, divide work in accordance with priorities
1.2. Prepare service packages intended to recreation
2.1. Welcome and see off guests
2.2. Collect information on the needs of holidaymakers
2.3. Evaluate recreation opportunities
2.4. Provide information to guests on accommodation services, places of interest in a city,
events and landmarks the guests intend to visit
2.5. Inform customers and service providers about new recreation services and their
effectiveness
2.6. Coordinate the work of foyer / hall staff
2.7. Help to address a variety of issues raised
2.8. Manage recreation service / product sales documents
2.9. Control the quality of service provided by the companies which have concluded the contract
3.1. Organize and manage guest accommodation at a hotel, guesthouse or other company
providing accommodation services
3.2. Accept, coordinate and confirm hotel service bookings
3.3. Properly and efficiently enter and update booking service data in a computerized hotel
management system
3.4. Coordinate booking details with other services of a hotel
3.5. Prepare and share information about the arriving guests and their requests with other hotel
service departments as well as prepare reports on service orders
3.6. Organize and manage catering in a hotel, guest house or other company providing catering
services
3.7. Coordinate the work of waiters and bartenders
3.8. Prepare gastronomic products and simple dishes for breakfast
3.9. Lay the table
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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3.10. Serve dishes and drinks
3.11. Cater for various events, conferences and meetings
3.12. Serve guests in rooms
3.13. Assess the possibilities to provide the accommodation and food package services in a
resort
3.14. Familiarize with the principles of preparing a quotation, personal finance management and
budget
3.15. Develop accommodation and catering service marketing project
4.1. Analyse the demand for organized tourism and leisure activities
4.2. Apply tourism information technology systems
4.3. Organize and administer the entertainment of guests in a hotel or select offers from the
companies offering similar type of service
4.4. Organize and administer the services of a healthy lifestyle
4.5. Prepare individual hospitality packages on request of guests
4.6. Develop sustainable tourism packages (product development, product design development,
product sales and feedback assessment)
4.7. Develop a marketing project for additional tourism services
4.8. Select the basic legal documents regulating the content of leisure services
5.1. Consolidate and summarize knowledge and skills
5.2. Assess /self- assess the acquired competence in terms of values
Main outcomes of the focus group in Italy (Veneto Region)
We held our focus group on the 19th January with the presence of five guest representing the
tourism sector in Veneto Region.
The focus group consists of following experts:
There were owners (Hotel and Tourism village) of the tourism business
Representative of the trade unions
Representative of association of entrepreneurs.
From CNOS were participating to the meeting the General Manager of CNOS (Ruggero
Segatto), Francesco Majorana (by videoconference as coordinator of the
EUROPARTNERSS project), Elisabetta Lamon (responsible for the work placement
project), and Gianfranco Zotta (project planner of CNOS Veneto).
At the beginning of the meeting, leaded by Elisabetta Lamon, Ruggero Segatto and Francesco
Majorana briefly presented the EUROPARTNERSS project underlining the importance of the
meeting for the future of the project itself. Then a presentation of each of the participants occurred
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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53
in which each person presented her/himself, the occupation, the experience in the tourism sector.
Each of the participants already received a draft of the different points to be discussed during the
focus group in order to feel comfortable with the content and also to arrive in some way prepared
having the time to think about the different topics. Elisabetta presented the Italian situation about
the V EQF level showing that in Italy, contrary to other countries in Europe, there are really few
experiences and Institutions offering this kind of training. All the participants agreed on the fact that
there is a strong need in the tourism sector of well prepared high level staff.
We then started to introduce the “Administrator of hospitality services“ as professional profile asking
our guests to give some hints about the characteristics of this profile. The discussion was very deep
and interesting and, at the end, we agreed on the following definition established by the Veneto
Region:
1. Management and Responsibility:
The Administrator of hospitality services ensures proper management of the hospitality
service and is responsible for the proper implementation of the policy established by the
owner;
2. Market, competitor and needs analysis:
she/he analyses and interprets the market, the competitors and the needs of the possible
groups of customers
3. Marketing and Promotion:
she/he defines and implements the marketing and promotion actions;
4. Budgeting
She/he defines and oversees the company budgets;
5. Human Resource Management
She/he manages the staff, following the rules defined in the national collective work
contract, defining the organizational structure of the company;
6. Quality assurance:
she/he defines and coordinates a plan for the improvement of the quality of services offered
as well as monitors the application of the safety rules.
Elisabetta then asked which where the core work processes and the related core competencies (the
results of this part are reported in 01.4_Core final work processes). The discussion, as very often
happens in Italy, was quite animated, everyone participated actively and the result was a two entry
table in which it was easy to list the core work processes and for each of them the related
competence.
Main outcomes of the focus group in Italy (Calabria Region)
The main findings about the method itself:
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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- Focus group method functions well and is informative during internal companies’ meetings. But
when it comes to gather busy people all together it becomes very difficult and requires time
resources. The best way would be individual short face-to-face meetings or even better sending
questionnaires in an online version (due to the budget limits). The majority part of respondents
did not answer due to the lack of time, due to the flow of work, etc.
- Special institutions responsible for training need analyses are situated in Italy (which usually
collect information from the employers to analyze and study the training needs, they collect
information regularly so they have a long-term information and they have more informative
studies). If we want this analyze to be qualitative, we need to collect as much information as
possible. The information at national, regional or local level could be collected and analyzed – a
short (because the lack of time/budget) Desk Research on training needs.
Outcomes from short meetings with experts:
- More transversal competences are required, as usually they are not included in the training
programmes but of which the majority part of future workers/ employees are in lack of.
- There is the need of so called intermediate competencies: a middle way between technical
competences and commercial ones.
- There is a requirement from the part of the labor market to have employees of our analyzed
occupation who would have a level of medium-high preparation: able to organize, to plan, to
implement commercial and marketing activities and be able to use innovative ICT tools.
Unfortunately the VET schools, universities they do not prepare well because the required
professional figures are complex and multidisciplinary.
- The main aspects the SMEs are missing from employees which they would like to be improved:
lack of real professional experience, lack of people with necessary skills, lack of willingness to
improve and develop proper competencies, lack of adaptability and flexibility.
Majority part of SMEs would prefer future workers who are more oriented towards labor market and
would be able to increase the competitiveness of enterprises.
Main outcomes of the focus group in Portugal
The focus group consists of five people:
- Paulo Pedra – Hotel Manager
- Cristina Miranda- Hotel Management Technician;
- Francisco Silva – Hotel Director
- Marco Novo – Hotel Management Technician;
- Anonymous - Restaurant Manager
Experts of the focus group responded to a questionnaire sent by e-mail, based on their experience
in the fields of hospitality service.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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The experts were asked the following questions:
1. Identification data:
1.1 Function;
1.2. Work Experience (Duration);
1.3 Qualifications
2. Complete the following sentence : " The hospitality service administrator is the professional ... "
3. List the personal skills necessary for practicing the profession of a hospitality service
administrator.
4. Identify the main technical professional skills necessary for practicing the profession of a
hospitality service administrator.
5. Point out the main tasks included under the profession of a hospitality service administrator.
6. Indicate the work tools you consider fundamental to the profession of a hospitality service
administrator.
7. What are the labour relations of a hospitality service administrator? List the internal and external
stakeholder.
8. Indicate how to monitor and evaluate the work of a hospitality service administrator (who, when
and how).
After each expert submitted their opinions, we can conclude the following statements:
First of all, it is important to characterize the experts profile, where the professional experience goes
from 18 months to 29 years of work experience. As for qualification level, 3 have high education
degrees in tourism and marketing fields, 1 has secondary level education and the most experienced
has 9th grade education.
In order to simplify the answers of each expert, we have grouped the answers and come to the
following information:
2. The hospitality service administrator is the professional:
- Has the absolute responsibility of all that goes on in the unit managing.
- Who must have the ability to define markets, qualify them, measure them , and understand
them in order to provide them with adequate tourism , creating and perpetuating relationships with
customers and thus allowing the support and sustainability of their business.
- Provides technical services to hospitality or catering, looking for maximum customer
satisfaction.
3. Personal skills for hospitality service administrator:
- Responsibility; good presentation ; good public relations; versatility ; curiosity; empathy;
listening skills; pro activity ; ability to work in group; prioritization capability; patience; creativity
.resistance to pressure , perseverance , detachment in hours considered normal , sympathy;
education ; heads up; responsibility;
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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4. Technical-professional skills for hospitality service administrator:
- Knowledge of the area of hospitality in its various forms ( restoration, front-office , floors ,
etc. ); knowledge in human resource management; knowledge of computer programs related to
hospitality; mastery of at least two foreign languages (English and another one); knowledge in the
fields of geography, economy , tourism and marketing; good time management skills;
entrepreneurship; good business vision; good communication ; creativity; knowledge of foreign
languages; teamwork ; stress resistance ; organization.
5. Main tasks of a hospitality service administrator:
- Ensure full operation in the hotel unit, mediate conflicts and their solution , available
anytime;
- Market definition, establishment of partnerships with other tourism product suppliers,
positioning the tourism product, creation of tourism products.
- Definition of communication strategies and their implementation and monitoring.
- Contact with tourists.
- Analysis of statistical own business and external data.
- Management - stocks and costs, inventory rooms and therefore yield management.
- Marketing - creation and consolidation of offer ;
- Human resources and public relations (also with the internal );
- Reception and referral of clients;
- Service and registration of customer orders ;
- Organization and preparation of sittings;
- Run customer orders.
6. Tools:
- Smartphone, laptop, Statistical studies, MS Office (PowerPoint, Access, Excel and Word);.
Email tools (gmail and outlook) .
7. Labour Relations:
- Work relations with all employees without exception.
- Communication channels with head chefs of different departments, through daily briefings,
if possible.
- All customers from those attending the hospitality and tour and travel operators.
- Administration, cleaning services, preparation and serving of meals and reception.
- Other suppliers of tourism products , local authorities and tourism associations."
8. Supervision Process
- The results are the perfect barometer for any kind of evaluation, not only financial but also
the satisfaction of customers and employees. This review should be made by the owner or
administrator, usually at the end of each calendar year or the last "season", if applicable. So if there
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
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is something to correct there will be more time to do so.
- Supervision is reported to management. The rating is measured as a function of customer
satisfaction, important to monitor reviews on Tripadvisor and Booking (most important). Billing data,
customer feedback on the site. The rating is constant and each time is liable to be evaluated, since
experience the tourist human contact has a very strong component.
- Mostly is (or should) be the customer / guest. Results are who predict success.
- Supervision is done every day by the superiors and customers.
- Supervision is measured by the satisfaction / complaints from customers.
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B 4.3 Fashion shop designer
Main outcomes of the focus group in Lithuania
The focus group consists of five people:
Jolanta Šmidtienė - a textile artist, the director of the guild Galerija Balta ;
Sonata Miliauskaitė - a fashion engineer;
Liubovė Čaplikienė - a designer/image designer
Irena Serapinienė - a leather designer, the director of UAB Sirena;
Sigita Mačiulaitienė - an image designer, the director of the restaurant Medžiotojų užeiga;
The focus group had a meeting which lasted for almost three hours. Three experts and a group
coordinator participated in the meeting. Two other experts were contacted in person by phone and
e-mail.
The experts were presented the analysis of the documents related to Fashion Shop Designer and
interconnected professions ( such as an image designer, an interior designer and decorator, an
advertising specialist ). Possible functions and responsibilities of Fashion Shop Designer were
introduced.
The experts were asked the following questions:
1. Give a brief description of the possible core work processes of Fashion Shop Designer .
2. Describe in detail a possible work place.
3. What work tasks does a Fashion Shop Designer specialist have to solve?
4. What key competences are necessary for the specialist?
During the discussion, the above questions were answered and the obtained information analysed.
It was considered important that the specialist should have the knowledge of art history,
composition, colours and the art of eloquence. The ability to draw is essential. Computer literacy is
an obligatory requirement for the specialist. Expert S. Mačiulaitienė pointed out, that the knowledge
of the three-dimensional composition and spatial modelling is also very important for the specialist .
During the discussion, it was decided that Fashion Shop Designer will be able to combine creative
skills with technical and cultural knowledge, plan and decorate the interior of shops and display
areas in order to create an attractive environment for the consumer, taking into account the factors
promoting the sales. Expert S. Miliauskaitė added, that the specialist must be able to analyse
consumers, their needs, evaluate the suitability of the market for certain products and develop the
opportunities for the existing and new product market.
Halfway through the discussion, the coordinator supplemented it with more detailed questions:
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1. What tasks will the specialist have to solve in particular work processes?
2. What competences are essential in order to solve the tasks?
Having analysed the issues, the experts reached the decision that the specialist will be able to
perform the analysis of the designed object, summarize the client's needs and wishes, will be able
to perform partial functional alterations of premises, to prepare the design and implementation of
the project, to advise on the issues of interior and display areas, to work individually and in a team.
The following core work processes have been singled out:
• Consulting the client;
• Clarifying /establishing the restrictions of the design project;
• Analysing the needs of the existing and future customers;
• Spatial research and aesthetic analysis;
• Analysing functional and safety requirements;
• Creating the design of the shop interior and display areas;
• Selecting necessary materials and interior elements;
• A detailed and informative presentation of the final design solution ;
• Decorating the shop interior and display areas;
• Supervising and coordinating decoration works;
• Forming the image of employees;
• Advising on the issues of product range, advertising and boosting the sales;
At the end of the discussion it was decided to single out a number of possible competencies:
• Analysing and evaluating the existing situation of the premises;
• Creating artistic image of the premises;
• Designing and providing creative suggestions;
• Designing and selecting interior environment and decor elements;
• Presenting the designed image;
• Analysing and evaluating business environment and opportunities for interior design and
design in general;
• Team building;
• Participating in the process of project implementation;
At the end of the discussion it was decided that the Fashion shop designer should mainly aim at the
development and implementation of a functional and aesthetic interior of the shop and display
areas, at formation of the image of the team and its work coordination.
Main outcomes of the focus group in Portugal
The focus group consists of five people:
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- Marlene Ribeiro – Fashion Shop Manager
- Ana Silva - Textile engineer
- Pedro Pinto - Designer/ Image designer
- Silvia Alves – Human Resources Technician (Clothing Market)
- Anonymous - Assistant Shop Manager
Each expert of the focus group responded to a questionnaire sent by e-mail, based on their
experience in the textile industry.
The experts were asked the following questions:
1. Identification data:
1.1 Function;
1.2. Work Experience (Duration);
1.3 Qualifications
2. Complete the following sentence : " The fashion shop designer is the professional ... "
3. List the personal skills necessary for practicing the profession of a fashion shop designer.
4. Identify the main technical professional skills necessary for practicing the profession of a fashion
shop designer.
5. Point out the main tasks included under the profession of a fashion shop designer.
6. Indicate the work tools you consider fundamental to the profession of a fashion shop designer.
7. What are the labour relations of a fashion shop designer? List the internal and external
stakeholders.
8. Indicate how to monitor and evaluate the work of a fashion shop designer (who, when and how).
After each expert submitted their opinions, we can conclude the following statements:
First of all, it is important to characterize the experts profile, where the professional experience goes
from 8 months to 18 years of work experience. As for qualification level, 3 have high education
degrees in human resources, textile engineering and design fields, 2 have secondary level
education.
In order to simplify the answers of each expert, we have grouped the answers and come to the
following information:
2. The fashion shop designer is the professional:
- Who reveals personal and professional skills that allow you to guide their actions and the
actions of his team in the purpose of the client.
- Who has sufficient knowledge of the product that sells for advising the client and creates
the need to purchase.
- Who is responsible for the smooth functioning of the area, as well as leading, training and
supervising the team.
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3. Personal skills for fashion shop designer:
- Initiative; communication; empathy; self-esteem / security; persistence; team spirit; ability to
influence; flexibility; good presentation; insightful attitude; fluent communication skills; persuasive;
autonomous; confident; emotionally stable; determined; organized; leader; creativity; proactive.
4. Technical-professional skills for fashion shop designer:
- Ability to argument; focus on quality and results; taste for fashion; interpersonal capacity;
leadership; knowledge in major textile structures; basic principles of modeling; basic operations of
cutting and quilting; basic principles of costing and budgeting; basic principles of planning and
management; organization and collection management; technical english; administrative;
management; visual merchandising (image / product disposal).
5. Main tasks of a fashion shop designer:
- Salesman: assist the customer in accordance with the philosophy of the company / brand;
maintain section tidy and organized with products in quantity and appealingly; assist in maintaining
the warehouse, unloading, checking and setting the merchandise.
- Store Manager: ensuring business management (analysis ratios and indicators
management / cost control / monitoring plan objectives);
- Team Management (selection, evaluation and training);
- Ensure Merchandising Management (ensure implementation of standards);
- Ensure the Administrative Management (procedures);
- Sell the textile and clothing products;
- Participate in the preparation of marketing and commercial strategy;
- Plan collections;
- Making the after-sales assistance;
- Treatment of suggestions / complaints;
- Participate in fairs and other events involving customers;
- Connectivity between clients and products;
- Team management (organization, training and evaluation);
- Incoming and outgoing merchandise;
- Sales analysis and business goals;
- Search for new fashion trends;
6. Tools:
- Merchandise;
- Display materials thereof; conditions of establishments;
- IT systems;
- Sewing utensils for designing and custom fit;
- Email tools (gmail and outlook).
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7. Labour Relations:
- Suppliers;
- Merchandising and window dressing teams;
- Different departments of the company ( HR ; MKT ; DF );
- Logistics;
- Administrators of shopping centers;
- Customers;
- Team store.
8. Supervision Process
- Area Commercial Evaluation - reviews daily , weekly , monthly , per collection ;
- Annual results established to the store with comparative indicators;
- Assessment by hierarchical superiors;
- Skills assessment: evaluation 180º – annual;
- Visits random by the superior;
- Customer mystery;
- Daily by the manager;
- Commercial director visits to the workspace;
- The aesthetic appearance, smooth operation, good energy, service, sales reports and
monthly and annual targets are factors that will always be assessed.
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B 4.4 Florist manager
Main outcomes of the focus group in Lithuania
The focus group meeting was organized on January 29th 2015. Seven external experts from floristic
field were participating. The coordinator of focus group meeting was also an expert of floristic field.
Invited experts represented the following groups:
4 experts represented skilled employees of floristic field;
3 experts represented enterprises employing florist specialists (Directors, Heads of the
departments, Owners);
1 expert represented VET teachers and trainers working in the programmes that provide
floristic qualifications.
The experts were shortly introduced to EUROPARTNERSS project main aims and expected
outcomes, also introduced to the conception of work process and possible results focus group has
to achieve.
The experts were introduced with the finding from first steps of O1: analysis of the documents, draft
list of the work processes in the field of floristic, the requirements and possible competencies of V
level study programmes according to EQF and national qualification framework etc.
After 2 hours discussion and work there was agreed to distinguish following work processes and
competencies corresponding the work process:
1. Preparation of plant floral material
1.1. Know plants
1.2. Select a suitable plant from the range of plants used in floristic
1.3. Apply various plant purchasing methods in accordance with the needs and possibilities
1.4. Care of the plants used in floristic
1.5. Prepare the plants in an environmentally friendly way
1.6. Store plants properly
1.7. Prepare plants for floral arrangements
2. Selection of non-plant materials
2.1. Select a floristically suitable material from the available range
2.2. Purchase necessary floristic material
2.3. Store floristic material properly
2.4. Prepare the floristic material in an environmentally friendly way
3. Organisation of production
3.1. Set up a work place
3.2. Plan work process
3.3. Use and maintain work equipment properly
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3.4. Comply with occupational safety and health requirements
3.5. Comply with environmental regulations
4. Application of arrangement techniques
4.1. Apply arrangement techniques (cutting, fixing chenille wires, knotting,
needle punch, bonding, circuit, spinning, twining, welding, soldering, sawing, etc.)
5. Composition and decoration of floristic articles
5.1. Apply basic principles of composition and decoration of floristic articles (design theories, forms,
colour, style, etc.)
5.2.Select containers and structures of compositions
5.3. Prepare blanks
5.4. Produce bound or twined floristic articles (bouquets, wreaths, garlands)
5.5. Produce pinned and combined floristic articles (in floral foam, alternative means of
composition, planted compositions)
5.6. Produce thematic floral articles (human decoration, objects, environment floristic, special
occasion floristic-wedding, mourning, other special events, anniversaries, etc.)
6. Sales of floristic articles
6.1. Present floral articles (photography, graphic design, etc.)
6.2. Select articles based on fashion trends
6.3. Keep accounts
6.4. Submit sales offers
6.5. Prepare and conclude contracts
6.6. Plan and organize logistics
6.7. Compile a list of purchases
6.8. Analyse offers
6.9. Apply marketing principles
7. Personnel management
7.1. Plan staffing requirements
7.2. Employ the staff
7.3. Manage staff work
8. Advising customers
8.1. Advise customers
Main outcomes of the focus group in Germany
The focus group meeting was organized on April 12th 2015.
Invited experts represented the following groups:
1 experts represented skilled employees of floristic field;
4 experts represented enterprises employing florist specialists (Directors, Heads of the
departments, Owners);
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3 expert represented VET teachers and trainers working in the programmes that provide floristic
qualifications.
2 experts represented German Fachverband der Floristen/ Fachbeirat der Floristen Sachsen
The experts were shortly introduced to EUROPARTNERSS project main aims and expected
outcomes.
1 Organisation of operational processes
1.1 – Setting up work place
1.2 – Planning of work processes
1.3 – Using, cleaning and care of tools
1.4 – Occupational safety
1.5 – Environmental protectionPreparation of plant floral material
2 Materials (vegetable)
2.1 - depth experience/Knowledge of plants, botany
2.2 - Assortment depending on seasons
2.3 - experience with Purchasing
2.4 - Care, environmentally friendly handling, storage
2.5 - Pest management of plants
3 Materials (not vegetable)
3.1 – Assortment
3.2 – Purchasing, Shopping in different ways (trade fairs, Internet)
3.3 – Care, environmentally friendly handling, storage
4 Manufacturing techniques and mounting methods,
4.1 - cutting, wiring, binding with higher Pace of work, wondering operation
4.2 - binding, arranging, glueing, sticking, drilling, braiding with higher Pace of work, wondering
operation
5 Designing and composing
5.1 – Basic principles
5.1.1 - design theory
5.1.2 - morphology
5.1.3 - chromatics
5.1.4 - stylistics
5.1.5 - drawing
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5.2 – Manufacturing techniques related
5.2.1 – Tied and braided workpieces
5.2.1.1 - Bouquet
5.2.1.2 - Wreath
5.2.1.3 - Garland
5.2.2 – stuck or connected workpieces
5.2.2.1 – Floral foam
5.2.2.2 - Alternative arranging tools
5.2.3 – Planted workpieces
5.2.4 – other workpieces
5.3 – Theme related
5.3.1 - Persons
5.3.2 - Objects
5.3.3 - Location
5.3.4 - Occasion
5.3.4.1 - Wedding
5.3.4.2 - Mourning
5.3.4.3 – big celebrations & special jubilee
5.4 - Others
5.4.1 - Design concepts for expositions & events
5.4.2 - presentation of workpieces
5.4.3 - vessels and basic forms of workpieces
5.4.3.1 – simple workpieces
5.4.3.2 – other workpieces
6 Consulting and sales
6.1 – Legal basics
6.2 – Calculation basics
6.3 – Customer advisory service
6.4 – Sales talk
6.5 – Offers for sales
6.6 – Preparing and concluding contracts
6.7 – Planning logistics and processes
6.8 – Purchasing
6.8.1 – Making purchasing lists
6.8.2 – Analysing offers
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6.9 - Marketing / sales promotion
6.10 – Accounting
6.11 – use of media
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B 5 Filling in the form of descriptor of core work processes with the obtained
information
B 5.1 Paramedics (brief)
Lithuania
Final core work process Related core competences
Communication and cooperation Social competences:
Apply the established rules and regulations for
professional communication and cooperation
Communicate with the staff working in the areas of
healthcare, social welfare, national defence and
education
Organisation competence:
Be able to apply the knowledge of economics and
management in their professional activities
Linguistic competences:
Communicate using native and foreign language
accurately
Driving a special purpose vehicle Professional competences:
Know traffic rules
Drive special purpose vehicle
Technical competences:
Be aware of medical supplies of special purpose
vehicle
Emergency aid organization Organisational competences:
Lead the emergency aid service in case of massive
disaster
Give instructions to a special vehicle driver providing
emergency aid
Fill in medical documentation
Professional competences:
Understand anatomical, physiological and pathological
processes inside a human body
Assess life-threatening changes in the body of a victim
Apply the principles of providing emergency aid
Technical competences & ICT Skills:
Use the means of communication installed in the
ambulance and dispatcher office
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Emergency aid service Professional competences:
Provide emergency assistance to the victims
Apply the principles of psychological assistance
Give medication to a victim
Perform special medical interventions
Transport a victim safely
Pronounce a person dead
Provide emergency assistance in case of massive
disaster
Technical competences:
Use medical equipment necessary when providing
emergency assistance.
Patient counseling and application of
preventive medicine
Social competences:
Advise victims and their family members
Professional competences:
Follow the hygiene requirements when providing
emergency assistance
Apply measures of preventive medicine
Germany
Final core work process Related core competences1
Personal responsibility for tasks
Detecting and recording the position at the site and immediate initiation of
necessary general security measures
1, 2, 3, 4, 5, 6
Assess the health status of sick and injured persons, in particular
recognizing a vital threat,
Decide on the necessity of an emergency doctor or emergency room, more
staff, more life-saving appliances or for calling other medical attention, as
well as implementation of the measures required
1, 2, 3, 4, 5, 6
Performing medical measures of first aid for patients in emergency response
and thereby applying of learned and controlled during training, if necessary
even invasive measures to avoid a deterioration in the situation of Patients
until the arrival of the emergency doctor or an ambulance or the beginning of
a further medical care when a life-threatening condition exists or further
damages are to be expected
1, 2, 3, 4, 5, 6
Proper handling of people in emergency and crisis situations 1, 2, 3, 4, 5, 6
Preparing and securing the transportability of patients in emergency 1, 2, 3, 4, 5, 6
1 Please differentiate between: 1) Social competences, 2) organizational competences, 3) Professional competences, 4)
Methodological competences, 5) Technical competences, 6) ICT Skills, 7) Linguistic competences, 8) Artistic competences, 9) Other competences (source: ProfilPASS)
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response
Select an adequate transport destination, the monitoring of the medical
condition of the patient and its development during transport
1, 2, 3, 4, 5, 6
Appropriately transferring the patients to medical treatment, including writing
and documenting their medical condition and its development
1, 2, 3, 4, 5, 6
Communicate with participating or in the operation to be involved persons,
institutions or authorities
1, 2, 3, 4, 5, 6
Performing quality assurance and organizational measures in rescue and
documentation of the applied emergency medical and tactical operational
measures
1, 2, 3, 4, 5, 6
Ensure the deployment and operational capacity of rescue equipment
including compliance with hygiene regulations and legal work and accident
prevention regulations
1, 2, 3, 4, 5, 6
Tasks in the framework of cooperation
Assisting in the medical emergency and acute care of patients in emergency
response
1, 2, 3, 4, 5, 6
Independently performing medically induced measures on patients in the
emergency response
1, 2, 3, 4, 5, 6
Independently performing medical measures approved by the medical
director of the Rescue Service or equivalent responsible physicians or
physicians in certain emergency medical condition images and situations
which are by default specified, verified and taken responsibility for by the
respective physicians
1, 2, 3, 4, 5, 6
Comprehensive and cross Working process
Patient-oriented cooperation with other professionals and people on site,
during transport and at the handover with due regard of the overall situation
from individual-medical case to big loss- and disaster
1, 2, 3, 4, 5, 6
Further working processes
Driving of an Emergency vehicle - RTW / NEF / ITW 1, 2, 3, 4, 5, 6
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B 5.2 Administrator of hospitality services (brief)
Lithuania
Final core work process Related core competences
Preparation for the work Organisational competences:
Develop a plan of work, divide work in accordance with priorities
Professional competences:
Prepare service packages intended to recreation
Receiving guests Social competences:
Welcome and see off guests
Provide information to guests on accommodation services, places
of interest in a city, events and landmarks the guests intend to visit
Inform customers and service providers about new recreation
services and their effectiveness
Organisational competences:
Coordinate the work of foyer / hall staff
Control the quality of service provided by the companies which
have concluded the contract
Professional competences:
Welcome and see off guests
Evaluate recreation opportunities
Provide information to guests on accommodation services, places
of interest in a city, events and landmarks the guests intend to visit
Inform customers and service providers about new recreation
services and their effectiveness
ICT Skills:
Collect information on the needs of holidaymakers
Inform customers and service providers about new recreation
services and their effectiveness
Other competences:
Help to address a variety of issues raised
Manage recreation service / product sales document
The main tourist services:
accommodation and
catering
Organisational competences/Professional competences:
Organize and manage guest accommodation at a hotel,
guesthouse or other company providing accommodation services
Accept, coordinate and confirm hotel service bookings
Organize and manage catering in a hotel, guest house or other
company providing catering services
Coordinate the work of waiters and bartenders
Organisational competences:
Coordinate booking details with other services of a hotel
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Prepare and share information about the arriving guests and their
requests with other hotel service departments as well as prepare
reports on service orders
Professional and other competences:
Prepare gastronomic products and simple dishes for breakfast
Lay the table
Serve dishes and drinks
Cater for various events, conferences and meetings
Serve guests in rooms
ICT skills:
Properly and efficiently enter and update booking service data in a
computerized hotel management system
Professional competences:
Assess the possibilities to provide the accommodation and food
package services in a resort
Familiarize with the principles of preparing a quotation, personal
finance management and budget
Develop accommodation and catering service marketing project
Additional tourism
services: active and
passive recreation
services
Organisational and professional competences:
Organize and administer the entertainment of guests in a hotel or
select offers from the companies offering similar type of service
Organize and administer the services of a healthy lifestyle
Select the basic legal documents regulating the content of leisure
services
Professional competences:
Analyse the demand for organized tourism and leisure activities
Prepare individual hospitality packages on request of guests
Develop sustainable tourism packages (product development,
product design development, product sales and feedback
assessment)
Develop a marketing project for additional tourism services
ICT skills:
Apply tourism information technology systems
Completion of work and
transfer of work
Other competences:
Consolidate and summarize knowledge and skills
Assess /self- assess the acquired competence in terms of values
Italy (Veneto Region)
Final core work process Related core competences
Organize and coordinates the team Professional competences:
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work Deep knowledge of the professional sector
Knowledge of the target group
Organisational competences:
Deep knowledge of each single process inside the
enterprise
Social competences: Cares about the staff relations
To manage a quality system Methodological competences:
Knowledge of the quality system of the enterprise
Organisational competences:
Deep knowledge of the single procedures
Professional competences: Introduction of quality standards
To manage a budget, to manage
the cost and the resources
Professional competences:
Different parts of the budget
Economic management knowledge
Knowledge of the area (different proposal, offers, …)
To manage the purchases Professional competences:
Knowledge of the market
Analysis of the needs
To use the ICT ICT Skills:
Knowledge of the WEB
Online booking system
Web marketing
Relation with the customer Social competences:
Empathic relation
Handle complaints
Linguistic competences: Foreign languages
To put the enterprise in connection
with the area
Knowledge of the area history and cultural heritage
Knowledge of the existing tourism offer of the area
Knowledge of the area infrastructures
To manage the marketing
a. promotion of the enterprise
b. customer relation
c. web promotion
Study and implement an offers plan
A. Monitor the customer satisfaction
B. improve the customer loyalty
Uses the opportunities offered by the WEB
A. E-commerce
B. Google adwords / TAGS
To manage health and safety rules Knowledge of the rules
Develop a safety plan
Italy (Calabria Region)
Final core work process Related core competences
Deal with the functional
relationships among the different
Communication
problem solving competencies
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departments of the company ICT competencies
transversal competencies
team working competencies
leadership and supervision
conflict management
Manage the operational processes
of the department, according to
parameters of efficiency,
effectiveness and quality
ICT competencies
communication and organizational competencies
team working competencies
transversal competencies
leadership and supervision
conflict management
building and facility management
Analysing and planning
organizational aspects
Organizational competencies
ICT competence
transversal competencies
leadership and supervision
Manage the relationship with
suppliers, clients and stakeholders.
Communication
problem solving competencies
organizational competencies
ICT competencies
transversal competencies
linguistic competencies
professional conduct/ethics
conflict management
To develop and implement
promotion and marketing.
E-commerce competence
communication competence
advertising competences
ICT competences
transversal competencies
linguistic competencies
Prepare and manage the
application of the main contracts
between organizers, sellers and
consumers of tourism services.
Competences of drafting
preparing legal documents
conflict management
knowledge of finance system
Human resources planning Recruitment and planning competencies
organizational competences
communication competence
Event planning and organization Communication
problem solving competencies
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ICT competencies
transversal competencies
team working competencies
leadership and supervision
conflict management competence
planning and organization competence
Management and preparation of
catering services
Food and Beverage overall Management:
Sanitary, food quality, ingredients and dishes, food
preparation, safety on-the-job, food service competencies.
Team working
preparing dishes capacity
team work competence
organizational competence
customer satisfaction competence
conflict and problem solving
SPA management and organization SPA overall Management:
Hygiene, sanitary, safety on-the-job and specific treatment
competences. Communication and client satisfaction, conflict
and problem solving competence
Portugal
Final core work process Related core competences
Organizes and manages the enterprise Social competences:
- Relates with staff from each service
Organisational competences:
- Knowledge of the professional field
- Knowledge of customer service
- Knowledge of each service inside the enterprise
To manage commercial, marketing and
quality policy of services
Organisational competences:
- Defines business goals for all services
- Defines marketing and sales strategies, taking into
account the customer profile
Professional competences:
- Analyses and evaluates business results through
statistical analysis and preparation of follow up reports
Methodological competences:
- Defines the type of commercial campaigns and their
media
ICT Skills:
2.3. Use of IT communication management tools with
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the client
To Manage the strategic positioning of
the services
Professional competences:
- Set the organization chart of all services, and the flow
of work, responsibilities and team functions
- Set channels and information within all services
- Define and control the rules of all services, as well as
the procedures for operations, inventory and
maintenance of equipment and utensils
Customer orientation Social competences:
- Empathic relation
- Handle complaints and suggestions from customers
Linguistic competences:
- Knowledge of foreign languages
To use the ICT ICT Skills:
- Knowledge of the internet
- Knowledge of online reservation system
- Knowledge of online marketing
Manage health and safety rules Professional competences:
- Knowledge of health and safety rules
- Relates health to the workplace
- Develop and put into practice a safety plan
- Ensure the safety of services provided to the client ,
identifying risk situations and act accordingly
Ensure the management and functional
human work team
Organisational competences:
- Managing conflict situations
Professional competences:
- Knowledge of human resources field
- Coordinate the team's activities
- Guide and support the team
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B 5.3 Fashion shop designer (brief)
Lithuania
Final core work process Related core competences
Identifying the needs of the customer Social and linguistic competences:
To advise the customer on design matters
To communicate and collaborate with the customers
Existing and future customer needs
analysis
Methodological competences:
To analyse the customers and evaluate business
opportunities
Research and analysis of the space Technical competences:
To analyse and evaluate the current situation of the
premises
Development of the design of interior
and display zones
Artistic skills and ICT competences:
To design and provide the artistic proposal/concept
Selection of necessary materials and
interior parts
Artistic competences:
To select rem environment for interior
To select finishing materials and decoration elements
Detailed and informative presentation
of the final design sketch
Technical competences:
To prepare documentation of the interior design
Team building Organisational and methodological competences:
To choose and shape the working team
Organisational competences:
To organize team work
Interior and display areas decoration
and work coordination
Artistic competences:
To align the accessories to the interior environment
Professional competences:
To implement the design project
Organisational competences:
To supervise the implementation process of the
design project
Image formation of employees Artistic competences:
To design integral clothing style8
Professional competences:
To complete the uniform
To implement developed clothing style
Portugal
Final core work process Related core competences
Knowing the commercial treatment Social and linguistic competences:
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
78
- Identify the difference between the concepts of
service / sale and attitude / behaviour
- Structure of commercial treatment, applying the
attitudes / behaviors associated with each step
Methodological competences:
- Identify and assess the motivations / needs of each
client
Identifying the Fashion Marketing
process
Professional and technical competences:
- To analyse consumption behaviours
- Differentiate segmentation and positioning
- State the marketing mix components and their
relationship with the fashion cycle
Managing Logistics and distribution of
fashion
Methodological and technical competences:
- Identify centralized management methodologies able
to meet the demands of the evolution of strategic
mindset of organizations by consolidating its powers
in logistical level
- Identify planning tools in a supply chain context
Knowing Merchandising and trade
promotion concept
Professional competences:
- Define the concept and merchandising objectives and
diagnose the different factors involved in the optimization
of a commercial space
- Identify the promotion of elements of commercial
property and apply the function in product promotion
techniques of different contexts
Identifying the Intervention area -
exhibition areas , products and target
audience
Technical competences:
- Featuring display areas
- Identify and characterize products and target
audience
- Apply the laws of visual composition in the
construction of an exhibition
Applying advertising and product
promotion
Methodological and technical competences:
- Apply the techniques of advertising as a form of
communication, dissemination and promotion of the
company's products / services
Organizing display areas decoration
and window dressing
Professional competences:
- Displaying the accessories to the interior environment
- Implementing the window dressing project
Organisational and professional competences:
- Monitoring the implementation process of the
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
79
decoration project
Managing the store team Organisational and professional competences:
- Recruiting and selecting workers
Organisational competences:
- Organizing schedules and team work
Other competences:
- Defining team wardrobe
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
80
B 5.4 Florist manager (brief)
Lithuania
Final core work process Related core competences
Preparation of plant floral material Professional competences:
Know plants
Select a suitable plant from the range of plants used in
floristic
Care of the plants used in floristic
Prepare plants for floral arrangements
Prepare the plants in an environmentally friendly way
Organisational and professional competences:
Store plants properly
Organisational competences:
Apply various plant purchasing methods in accordance
with the needs and possibilities
Selection of non-plant materials Professional competences:
Select a floristically suitable material from the available
range
Prepare the floristic material in an environmentally
friendly way
Organisational and professional competences:
Purchase necessary floristic material
Store floristic material properly
Organisation of production Organisational competences:
Set up a work place
Plan work process
Professional competences:
Comply with occupational safety and health
requirements
Comply with environmental regulations
Professional and technical competences:
Use and maintain work equipment properly
Application of arrangement
techniques
Professional and technical competences:
Apply arrangement techniques (cutting, fixing chenille
wires, knotting, needle punch, bonding, circuit,
spinning, twining, welding, soldering, sawing, etc.)
Composition and decoration of
floristic articles
Professional competences:
Apply basic principles of composition and decoration of
floristic articles (design theories, forms, colour, style,
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
81
etc.)
Produce bound or twined floristic articles (bouquets,
wreaths, garlands)
Produce pinned and combined floristic articles (in floral
foam, alternative means of composition, planted
compositions)
Produce thematic floral articles (human decoration,
objects, environment floristic, special occasion floristic-
wedding, mourning, other special events, anniversaries,
etc.)
Select containers and structures of compositions3
Organisational and professional competences:
Prepare blanks
Sales of floristic articles Organisational competences:
Keep accounts
Submit sales offers
Prepare and conclude contracts
Plan and organize logistics
Compile a list of purchases
Analyse offers
Professional and artistic competences:
Select articles based on fashion trends
Professional, artistic competences, ICT skills:
Present floral articles (photography, graphic design,
etc.)
Other competences:
Apply marketing principles
Personnel management
Organisational competences:
Plan staffing requirements
Employ the staff
Manage staff work
Advising customers Professional and linguistic competences:
Advise customers
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
82
Germany
Final core work process Related core competences
Organisation of operational processes Setting up work place
Planning of work processes divide work in
according with priorities
Using, cleaning and care of tools
Occupational safety
Environmental protection
Preparation of plant floral material
Materials (vegetable) depth experience/Knowledge of plants,
botany
Assortment depending on seasons
experience with Purchasing
Care, environmentally friendly handling,
storage
Pest management of plants
Materials (not vegetable) Assortment
Purchasing, Shopping in different ways
(trade fairs, Internet)
Care, environmentally friendly handling,
storage
Manufacturing techniques and mounting methods cutting, wiring, binding with higher Pace of
work, wondering operation
binding, arranging, glueing, sticking,
drilling, braiding with higher Pace of work,
wondering operation
Designing and composing Basic principles
design theory
morphology
chromatics
stylistics
drawing
Manufacturing techniques related depth experience/Knowledge of
Tied and braided work pieces
special Bouquet
Wreath
Garland
stuck or connected work pieces
Floral foam
Alternative arranging tools
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
83
Planted work pieces
other work pieces
Theme related
Persons
Objects
Location
Occasion
Wedding
Mourning
Big celebrations & special jubilee
Others
Design concepts for expositions & events
Presentation of work pieces
Vessels and basic forms of work pieces
Simple work pieces
other work pieces
Consulting and sales Legal basics
Calculation basics
Customer advisory service
Sales talk
Offers for sales
Preparing and concluding contracts
Planning logistics and processes
Purchasing
Making purchasing lists
Analysing offers
Marketing / sales promotion
Accounting
Use of media
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
84
B 5.5 Paramedics (detailed)
Lithuania
Please list the final core work
processes after your finished your
focus groups
Subject matter for
skilled work
Tools
Methods
Organization of
skilled work
Communication and cooperation Individual work
Driving a special purpose vehicle Transportation Special purpose vehicle Individual work
Organizing the emergency
assistance
Means of
communication
Medical
documentation
Management
Means of communication
Medical documentation
Individual work
Individual work
Individual work
Rendering emergency assistance Victim/victims Medical equipment Assessment of the situation assessment
of the condition of the victim,
resuscitation, external heart massage,
administering medication, special
interventions, pronouncing death, etc.
Individual and group
work
Patient counselling and
application of preventive medicine
measures
Safe environment
Counselling
Medical measures Individual and group
work
Lithuania
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
85
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
Constructive communication
and cooperation
Constructive communication
and cooperation
Constructive communication
and cooperation
Constructive communication
and cooperation
Safe driving Safe driving Safe driving Safe driving
Rapid transfer of information
Accurate data entry
Prompt rendering of
assistance
Rapid transfer of information
Accurate data entry
Prompt rendering of
assistance
Rapid transfer of information
Accurate data entry
Prompt rendering of
assistance
Rapid transfer of information
Accurate data entry
Prompt rendering of
assistance
Immediate and appropriate
assistance
Immediate and appropriate
assistance
Immediate and appropriate
assistance
Immediate and appropriate
assistance
Safe environment
Information provided
Safe environment
Information provided
Safe environment
Information provided
Safe environment
Information provided
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
86
Germany
Please list the final core work processes after your finished your focus groups
Subject matter
for skilled work
Tools
Methods
Organization
of skilled work
Detecting and recording the position at the site and immediate initiation of necessary
general security measures
diverse
Materials
diverse
Methods
Assess the health status of sick and injured persons, in particular recognizing a vital threat,
Decide on the necessity of an emergency doctor or emergency room, more staff, more life-
saving appliances or for calling other
medical attention, as well as implementation of the measures required
diverse
Materials
diverse
Methods
Performing medical measures of first aid for patients in emergency response and thereby
applying
of learned and controlled during training, if necessary even invasive measures to avoid a
deterioration in the situation of
Patients until the arrival of the emergency doctor or an ambulance or the beginning of a
further medical care when a life-threatening condition exists or further damages are to be
expected
diverse
Materials
diverse
Methods
proper handling of people in emergency and crisis situations diverse
Materials
diverse
Methods
Preparing and securing the transportability of patients in emergency response diverse
Materials
diverse
Methods
Select an adequate transport destination, the monitoring of the medical condition of the
patient and
its development during transport
diverse
Materials
diverse
Methods
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
87
appropriately transferring the patients to medical treatment, including writing and
documenting their medical condition and its development
diverse
Materials
diverse
Methods
Communicate with participating or in the operation to be involved persons, institutions or
authorities
diverse
Materials
diverse
Methods
Performing quality assurance and organizational measures in rescue and documentation of
the applied
emergency medical and tactical operational measures
diverse
Materials
diverse
Methods
Ensure the deployment and operational capacity of rescue equipment including compliance
with hygiene regulations
and legal work and accident prevention regulations
diverse
Materials
diverse
Methods
Assisting in the medical emergency and acute care of patients in emergency response diverse
Materials
diverse
Methods
independently performing medically induced measures on patients in the emergency
response
diverse
Materials
diverse
Methods
independently performing medical measures approved by the medical director of the
Rescue Service or equivalent
responsible physicians or physicians in certain emergency medical condition images and
situations which are by default
specified, verified and taken responsibility for by the respective physicians
diverse
Materials
diverse
Methods
patient-oriented cooperation with other professionals and people on site, during transport
and at the handover with due regard
of the overall situation from individual-medical case to big loss- and disaster
diverse
Materials
diverse
Methods
Driving of an Emergency vehicle - RTW / NEF / ITW diverse
Materials
diverse
Methods
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
88
Germany
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
n.a. n.a. n.a. n.a. n.a.
n.a. n.a. n.a. n.a. n.a.
n.a. n.a. n.a. n.a. n.a.
n.a. n.a. n.a. n.a. n.a.
n.a. n.a. n.a. n.a. n.a.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
89
B 5.6 Administrator of hospitality services (detailed)
Lithuania
Please list the final core work
processes after your finished your
focus groups
Subject matter for
skilled work
Tools
Methods
Organization of
skilled work
Preparation for the work
Service packages for
recreation
Paper, computer, pens,
hand-outs.
Outlining the schedule Individual work
Receiving guests Welcoming and
seeing off guests
Independent,
individual work
Individual work
The main tourist services:
accommodation and catering
Accepting,
coordinating and
managing orders for
accommodation and
catering
Material and tools for
proper accommodation and
catering organization;
Paper, computer, pens,
hand-outs.
Group work. Planning. Individual work,
Team work
Additional tourism services: active
and passive recreation services
Accepting,
coordinating and
managing orders for
additional services.
Material and tools for
proper organization of
active and passive
recreation service; Paper,
computer, pens, hand-outs.
Group work. Planning. Individual work,
team work
Completion of work and transfer
of work
Assessment and
transfer of the work
completed
Paper, computer, pens,
hand-outs.
Independent,
individual work.
Assessment.
Individual work
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
90
Lithuania
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
Informativeness Communication efficiency Planning Informativeness Cooperation
Clarity and punctuality Representativeness Hospitality Individual attention to each
guest
Cooperation
Price and
quality balance
Quality and profitability Ensuring appropriate
provision of quality service
Variety of services Partnership
Price and
quality balance
Quality and profitability Ensuring appropriate
provision of quality service
Variety of services Partnership
Politeness Increasing number of regular
guests
Good feedback from the
guests
Recommendations Continuity of partnership
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
91
Italy (Veneto Region)
Please list the final core
work processes after your
finished your focus
groups
Subject matter for skilled work
Tools
Methods
Organization of
skilled work
Organizes and
coordinates the team
work
Organization of the work flow,
distribution of the tasks,
communication between the different
department, resolution of conflicts
Management software,
chart, diagrams,
time table
Group team techniques, conflict
resolution techniques,
Individual work;
teamwork
Manages a quality system Application of quality procedures,
check of the results and of the
deviation
Paper modules, diagrams PDCA circle Individual work,
weekly/monthly/
trimester checks
Manages a budget, the
related costs and
resources
Correct use of the resources, lowering
costs without lowering the quality.
Foresee changes and take the
necessary measures
IT devices, software (excel
or similar)
Foreseen budget, management
of the current flow, final budget
Individual work
Manages the purchases Selection of the suppliers, calculation
of the correct amount of goods,
negotiate prices
IT devices, phone “just in time” approach Individual work,
negotiation
Uses the ICT Excellent use of word processor,
spreadsheet, management software,
internet, email. Knowledge of the main
function of a database, e-commerce
ICT Individual work
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
92
system, HTML and tags philosophy.
Good use of social networks.
Cares about the relation
with the customers
Welcoming the customers, make them
feel important, solve the problems and
conflicts, manages the complaints,
organize a fidelity system
Evaluation questionnaire Empathic approach, conflict
resolution methods,
assertiveness
Individual work
Link (put in connection)
the enterprise with the
area
Creation of a network, positive
cooperation with other enterprises of
different sectors (local producers, car
rental, cultural offers, ...)
Network strategies Individual work,
cooperation
Organize the marketing
strategy
a. promotion of the
enterprise
b. web promotion
Develop a comprehensive offer, plan a
marketing strategy, implement the
marketing strategy, check the results,
organize special offers, bargains,
discounts
Brochure, leaflets, web site,
e-commerce site
PDCA circle Individual work,
team work
Manages health and
safety rules
Knowledge of the safety rules,
adoption of a clear safety and hygiene
plan,
Safety plan, laws and
regulations, HACCP
modules
Individual work,
team work
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
93
Italy (Veneto Region)
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
Well organized services Good organization,
management of the human
resources, optimization
Coherence, clear task and
organization, equal share of
responsibilities, honesty
Quality system sensible about
customers feedback
Continuous improvement of
the quality standards
Avoid overload of papers,
contradictory procedures
Respect the quality
standards settled for the
economic sector
Good balance between costs
and quality of services,
guarantee of the service
Good income from the
business, avoid wastes
Punctual payment, enough
resources to avoid shortage of
material
Payment of taxes, maintain
or increase the jobs
Good quality goods Obtain the best balance
between price and quality
To have all what is necessary
when is needed
Obtain the best possible
results from the use of IT
satisfaction Customers loyalty and positive
feedbacks, positive word of
mouth
Broad offer of activities and
services
Good income from the
business
Global growth of the
economy of the area
Good balance between costs
and quality of services, new
offers with better prices
Increased profit More work, more money
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
94
An excellent level of hygiene
and a safe place with clear
directions in case of emergency
Accomplishment with the
regulations
A safe work place Minimum risk for the
workers and the guests
Italy (Calabria Region)
Please list the final core work
processes after your finished
your focus groups
Subject matter for skilled work
Tools
Methods
Organization of skilled
work
Deal with the functional
relationships among the
different departments of the
company; Manage the
operational processes of the
department, according to
parameters of efficiency,
effectiveness and quality;
Analysing and planning
organizational solutions;
Problem solving, attention to Detail,
Work organization, Defining procedures,
Coordination of processes and services
provided; Effective communication;
Optimizing the circulation of information;
Strategic Thinking:
Organize and manage events (summit,
briefing, debriefing, reporting). Manage
different departments;
Comparing the different activities;
ICT
Evaluation reports Supervising and manage
the different phases of
welcoming, check-in and
checkout, the activities of
back office.
Prepare the program and
the budget for the
activities of
entertainment coordinate
activities.
Manage the relationship with
suppliers, clients and
stakeholders.
Engagement;
Provide information on services and
conditions of sale; knowing how to get
reservations, inform the customer, bargain
and sell. Listening skills, control of the
conversation. Correct use of the technical
Using methods,
techniques and
targeted
communication
codes. Apply
business
Creation of databases
for customer profiling;
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
95
vocabulary-tourism. Knowing how to relate to
stakeholders with professionalism and
problem solving / decision taking. Identify
possible solutions to manage claims and
complaints.
communication
techniques to
anticipate, identify
and meet customer
expectations.
To develop and implement
promotion and marketing.
Strategic
Thinking:
Knowing how to identify strengths and
weaknesses, risks and opportunities for the
hospitality industry;
e-commerce management
ICT;
E-commerce
Techniques of
research,
documentation,
information,
promotion on
geographic/
logistic/
artistic/cultural
resources
SWOT Analysis;
Marketing mix;
e-commerce
Internet marketing;
Planning initiatives and
projects of promotion
and marketing in relation
to the market and to the
target and evaluate the
results; Compiling
statistics and reports;
Develop an action plan
for diversification of
products and services.
Prepare and manage the
application of the main
contracts between organizers,
sellers and consumers of
tourism services.
Knowing how to explore the legislation
sector; Correct reading and interpretation of
regulatory acts; Comparison;
Finding sources
Human resources planning Resource, Management, Budget
Management and Management of other
Analysis of training
and professional
Organize and assign
work shifts.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
96
Resources, Organization, Staff development needs
Customer loyalty in the optic of
customer care and customer
satisfaction
Responsiveness to requests for service;
Marketing
techniques;
Monitoring the degree
of customer
satisfaction according
to the service
provided; Identifying
best practices and
critical areas to
intervene on;
Diversification of
products and services.
Use/Update the
database for customer
profiling.
Prepare a report of
business evaluation
Management of restaurant
services
Management of catering services: food
preparation, food presentation, customer
attendance, customer satisfaction, safety on-
the-job, sanitary and hygiene issues
Apply communication
techniques to
anticipate, identify
and meet customer
expectations,
organizational tools.
Monitoring the quality,
ensuring client
satisfaction, efficient
organization of the
work of other
Manage team and
quality, time, safety on-
the-job, customer
satisfaction
SPA Management Management of SPA and treatment/
recreation services in an efficient manner,
following quality rules, customer satisfaction
SPA treatment tools,
communication
Evaluation of customer
satisfaction
Safety, good quality,
hygiene
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
97
Italy (Calabria Region)
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
Organization, planning Organization and planning Team work Manage the relationship with
suppliers, clients and stakeholders.
Informative, clear, reliability Planning, Communication,
Organization, Devotion
To develop and implement
promotion and marketing.
organization of work in proficient
manner
organization of work in proficient
manner
Human resources planning
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
98
Portugal
Please list the final core
work processes after
your finished your focus
groups
Subject matter for skilled work
Tools
Methods
Organization of
skilled work
Organizes and manages
the enterprise
-Organization of the work ;
distribution of the tasks, communication
between the different department,
resolution of conflicts
-Management
softwares;
- Work tables;
Group team techniques, conflict
resolution techniques,
- Individual work;
- Teamwork.
To manage commercial,
marketing and quality
policy of services
-Definition of business goals for all services
and analysis and evaluation business
results through statistical analysis.
-Defines marketing and sales strategies,
taking into account the customer profile2
and preparation of follow up reports3
-Management
softwares;
-IT communication
management tools.
- evaluation of performance of
each worker;
Campaign media.
-Individual work,
- Team work
- weekly meetings;
- analyses of
results/data.
To Manage the strategic
positioning of the
services
- Organization chart of all services, and the
flow of work, responsibilities and team
functions;
- channels and information within all
services;
- Definition and control the rules of all
services, as well as the procedures for
-IT devices;
-Software programs
(excel or similar)
-Budget, management of the
work flow;
-Individual and team
work.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
99
operations, inventory and maintenance.
Customer orientation
-Knowledge of good treatment of
costumers;
- Knowledge of foreign languages;
- Manage the costumers complaints and
recommendations.
-IT devices;
-Software programs
(excel or similar)
- assertive communication
;
good interpersonal skills;
- master foreign languages
-Individual work,
- conflict
management;
- problem solving;
To use the ICT
-Knowledge of internet;
-Online reservation system;
-Online marketing
IT devices
Software programms
Web marketing Individual work
Team work
Manage health and
safety rules
-Knowledge of health and safety rules;
-Knowledge of safety plan for workers and
clients.
-Health ans Safety plan;
Company rules;
It devices HACCP
Safety Kit
-Team work.
-supervision and monitoring,
-Individual work,
team work
Ensure the management
and functional human
work team
-Knowledge of human resources field;
-Management of conflict situations.
- Law;
-Company rules;
.-It advices;
-job description.
-Team work.
-supervision and monitoring;
Evaluation.
-Individual work,
team work
-Problem solving
-Continuous
improvement
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
100
Portugal
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
- Quick and efficient
response;
-Organized services
- Quick resolution of problems;
- High capability to find better
and new solutions;
- fulfilment of the tasks
-Good team work;
-good organization
- High quality services;
- appealing campaigns;
- quick and efficient services.
-High quality of all services and
continuous improvement;
-increase of services
-Capability of organizations;
- achievement of goals;
- Problems solving;
- Effectiveness / efficiency
Achievement of quality goals
- Good value for money;
-Flawless services
-achievement of profit targets;
- sustained and gradual growth
-job security;
-career development;
-company provides means for
the development of business
-compliance with social
obligations
- increase of employment
-Capability of good response to
the sector
Loyalty, responsibility,
availability, patient, good
presentation, good manners;
-versatility, listening skills; pro
activity; prioritization capability;
patience.
-ability to work in group;
-responsibility
-resistance to pressure,
perseverance , detachment in
hours considered normal,
heads up
-flawless use of online
reservation system and
marketing
- Achievement of best service
through the use of new
technologies
-creativity;
- good management and use of
technology equipment;
- constant modernization - use of bench marketing.
-Clean and safe
environment;
emergency signalling
-execution of the safety plan and
rules
-Health and safe work
environment
-Achievement of the health
and safety plan
-No risk environment for
everyone
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
101
-Satisfied and motivated
worker; available
-Capability of human resource
management
- Work equality; Good work
environment, career
development
-Incensement of
employment
-Best performance of the
workers; satisfied workers
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
102
B 5.7 Fashion shop designer (detailed)
Lithuania
Please list the final core work
processes after your finished
your focus groups
Subject matter for skilled work
Tools
Methods
Organization of skilled
work
Identifying the needs of the
customer
Definition of the customer's
needs, requests and facilities for
new design order
Discussion, interview Individual work
Existing and future customer
needs analysis
Needs analysis, report Statistic data, IT Consultation with the customer
and specialists of the subject
matter
Individual work
Research and analysis of the
space
Artistic analysis of the space,
Functional analysis of the space,
safety assessment of the space
Relevant documents, IT Consultation with the customer
and responsible employees
Individual work
Development of the design of
interior and display zones
Sketch of design project Tools for sketching,
drawing and plotting
Individual work,
Modelling
Individual work
Selection of necessary materials
and interior parts
List/material/parts of selected
decoration elements, finishing
materials
Catalogues, IT Consultancy with suppliers,
Discussion,
Individual work
Modelling
Individual work
Detailed and informative
presentation of the final design
sketch
Documentation of the final design
sketch
Sketches, Drawings,
Schemes, IT
Presentation, Discussion Individual work
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
103
Team building Formed team, team members
prepared for tasks implementation
Theoretical training, practical
training, work in groups,
discussion
Team work,
Individual work
Interior and display areas
decoration and work
coordination
Implemented design project Required material and tools
in accordance to design
project
Individual work,
Team work,
Work under the
supervision
Image formation of employees Completed and implemented
image of employees
Material and tools for
image design (clothes,
footwear, accessories,
material for hair formation
and makeup)
Individual work,
Team work,
Work under the
supervision
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
104
Lithuania
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
Internal quality requirements
Respect for the views and
needs of the customers
Internal quality requirements Respect for the views and
needs of the customers
Consumer rights protection
Aesthetic and functional
design
Internal quality requirements Aesthetic and functional
design
Safety requirements from the
State
Aesthetic and functional
design
Internal quality requirements Aesthetic and functional
design
Safety requirements from the
State
Internal quality requirements
Quality of service Proper work of the team and
justification of the employer
expectations, Internal quality
requirements
Proper work for the team and
justification of the employer
expectations
Quality of service
Aesthetic and functional
environment
Aesthetic and functional
environment, Internal quality
requirements
Aesthetic and functional
environment
Acceptable Image of the
employee for the consumer
Employees image matching
to overall image of
organization, Internal quality
requirements
Acceptable Image of the
employee for the consumer
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
105
Portugal
Please list the final core work
processes after your finished
your focus groups
Subject matter for skilled work
Tools
Methods
Organization of
skilled work
Dealing with customers -Concepts of service / sale and
attitude / behavior.
-Structure of commercial
treatment
-conversation;
-questionnaires of satisfaction;
Individual and team
work:
Identifying the Fashion
Marketing process
- consumption behaviors .
- marketing mix components and
their relationship with the fashion
cycle.
-IT Devices
-Data information from
statistics
- Market research;
- Analysis of costumers needs.
-Individual and team
work
Managing Logistics and
distribution of fashion
-management methodologies in
logistical level.
-tools in a supply chain context.
-It Devices
-Software programs
-Internet
-Contact with suppliers and other
store managers
Individual and team
work
Merchandising and trade
promotion
-concept and merchandising
objectives;
-concept of trade promotion and
techniques
-It Devices
-Software programs
-Internet
-Merchandising and Trade
promotion techniques
-Individual and team
work
Identifying the Intervention
area - exhibition areas ,
products and target audience
-Knowledge of display areas.
- Knowledge of products and
target audience;
-Catalogues,
-IT Devices;
-Sketches, ,
- counseling with suppliers,
-research of trends and products;
-Individual and team
work
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
106
-laws of visual composition in the
construction of an exhibition. 5
- Display materials.
Applying advertising and
product promotion
-Advertising techniques -
promotion of products/ services.
- It Devices;
-social
-networks;
- flyers and other publicity
ways,
-Brainstorming
Group discussions
-Individual and team
work
Organizing display areas
decoration and window
dressing
-Environment display
-Window dressing project
-Decoration project
- Catalogues,
-IT Devices;
-Sketches,
- Display materials
-research of trends and products;
-Group discussion.
-individual and
teamwork.
Managing the store team -Recruiting and selecting
-work schedules;
- Team Training,
-It Devices
-Software programs
-Internet
-interviews;
- Analysis of documents.
-Individual and team
work.
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
107
Portugal
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
-Empathy; Good
presentation;
- fluent communication skills
-Achievement of quality standards - efficiency
-satisfaction; innovation;
- quality service.
-Achievement of quality standards -development of the marketing
plan
-satisfaction; innovation;
-quality service
-Good management and logistic
organization;
-Good communication flow
-efficiency
- good quality services;
-campaigns;
-guarantee satisfaction
-Achievement of quality standards - development of the
merchandising plan
Achievement of quality
standards
-Good organization of display;
-Functional area.
- efficiency; organization; innovation;
- creativity
- well management of the
intervention area
-Good organization of
display;
-Functional area
-Correct use of safety
and health rules
-Good value for money. - Good advertisement;
- Incensement of sales;
-development of the
advertising plan
-Good value for money.
- Good organization of
display; functional area;
- appealing storefronts;
- Efficiency; originality; innovation;
- creativity
- Good presentation of the
storefronts
-Good organization of
display;
-Functional area
-Correct use of safety
and health rules
- good quality services;
- good presentation
-Achievement of quality standards -Efficiency;
-good management of the
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
108
team
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
109
B 5.8 Florist manager (detailed)
Lithuania
Please list the final core
work processes after your
finished your focus groups
Subject matter for
skilled work
Tools
Methods Organization of skilled work
Preparation of plant floral
material
Plant floral material Floristic tools and material Analysis, synthesis,
evaluation
Individual work; work under the
supervision of another person; teamwork
Selection of non-plant
materials
Non-plant materials Floristic tools and material Analysis, synthesis,
evaluation
Individual work; work under the
supervision of another person; teamwork
Organisation of production Florist workplace Floristic tools and material Analysis, synthesis,
evaluation
Individual work; work under the
supervision of another person; teamwork
Application of arrangement
techniques
Material for
composition and
decoration
Tools and material for
metal, cardboard, wood
processing
Analysis, synthesis,
evaluation
Individual work; work under the
supervision of another person; teamwork
Composition and
decoration of floristic
articles
Floristic article Floristic tools and material Analysis, synthesis,
evaluation
Individual work; work under the
supervision of another person; teamwork
Sales of floristic articles Sales contracts,
marketing and
advertising
IT equipment, photo,
video material and
equipment
Analysis, synthesis,
evaluation
Individual work; work under the
supervision of another person
Personnel management Organized staff work IT equipment Analysis, synthesis,
evaluation
Individual work
Advising customers Consultation IT equipment Analysis, synthesis Individual work
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
110
Lithuania
Requirements for Skilled Work and Technology
From the client From the company From the skilled workers From the society From other stakeholders
Proper selection of plants/floristic
material according to customer
requirements
Internal quality procedures;
compliance with technological
requirements; safe work
Provision of the
information required by
specific tasks
Compliance with
environmental standards
Proper selection of non-plant
materials according to customer
requirements
Internal quality procedures;
compliance with technological
requirements; safe work
Provision of the
information required by
specific tasks
Compliance with
environmental standards
Proper workplace preparation;
preparedness for service provision
Internal quality procedures;
compliance with technological
requirements; safe work
Provision of the
information required by
specific tasks
Compliance with
environmental standards
Proper application of composition
techniques for qualitative
performance of the order
Internal quality procedures;
compliance with technological
requirements; safe work
Provision of the
information required by
specific tasks
Compliance with
environmental standards
Proper selection of plants/floristic
material and non-plant materials
according to customer requirements
Internal quality procedures;
compliance with technological
requirements; safe work
Provision of the
information required by
specific tasks
Compliance with
environmental standards
Proper selection of floristic articles
marketing and sales strategies
Internal quality procedures;
compliance with technological
requirements; safe work
Provision of the
information required by
specific tasks
Social responsibility
Proper application of Personnel
management principles
Internal quality procedures;
compliance with technological
requirements
Provision of the
information required by
specific tasks
Social responsibility
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner Countries
111
Proper assessment of the needs and
professional consultation
Internal quality procedures Provision of the
information required by
specific tasks
Social responsibility
INTELLECTUAL OUTPUT 1 Comparative Study of the Work Processes of Selected Fields in Partner
Countries
112
© Copyright 2015 EUROPARTNERSS Consortium
Consisting of:
Karalius Mindaugas Vocational Training Centre, Lithuania, Kaunas
Johanniter Akademie Bildungsinstitut Mitteldeutschland, Germany, Leipzig
Euroform RFS, Italy, Rende
Esprominho - Escola Profissional Do Minho, LDA, Portugal, Braga
SBG Dresden, Germany, Dresden
Wisamar Bildungsgesellschaft Gemeinnuetzige GmbH, Germany, Leipzig
Federazione CNOS FAP Veneto, Italy, Venezia mestre
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