lcci international qualifications level 3 certificate in...

Level 3 Certificate in Business Administration

For further

information

contact us:

Tel. +44 (0) 8707 202909

Email. [email protected]

www.lcci.org.uk

LCCI International Qualifications

Syllabus

Effective from: 1 October 2001

2

INTRODUCTION

EDI is a leading international awarding body that was formed through the merger of the

London Chamber of Commerce and Industry Examinations Board (LCCI) and GOAL a leading

online assessment provider. EDI now delivers LCCI International Qualifications (LCCI IQ)

through a network of over 5000 registered centres in more than 120 countries worldwide. Our

range of business-related qualifications are trusted and valued by employers worldwide and

recognised by universities and professional bodies.

Level 3 Certificate in Business Administration

Aims

The aims of this syllabus are to enable candidates to develop:

an understanding of administration and organisation

knowledge of administration systems and procedures

understanding of a range of business services and management support

Target Audience and Candidate Progression

This qualification is intended for candidates who are working or preparing to work in an

administrative role which requires initiative and business awareness

Successful candidates who also obtain passes in English for Business Level 2, Business

Practice Level 3 and in a Level 3 Office Skills award will qualify for the Level 3 Private

Secretary’s Diploma.

Successful candidates who also obtain a pass in a Level 3 IT award will qualify for the Level 3

Diploma in Business Administration.

Level of English Required

Candidates should have a standard of business English equivalent to LCCI IQ English for

Business Level 2 .

3

Structure of the Qualification

The Level 3 Certificate in Business Administration is a single unit qualification that consists of

the range of topics detailed below.

Syllabus Topics

1 Equipment, Materials, Services and Supplies

2 Work Environment and Controls

3 Procedures, Information and Communication

4 Organisation and Personal Effectiveness

5 Business Meetings, Events and Travel

Guided Learning Hours

EDI recommends that 140-160 Guided Learning Hours (GLHs) provide a suitable course

duration for an ‘average’ candidate at this level. This figure includes direct contact hours as

well as other time when candidates’ work is being supervised by teachers. Ultimately, however,

it is the responsibility of training centres to determine the appropriate course duration based on

their candidates’ ability and level of existing knowledge. EDI experience indicates that the

number of GLHs can vary significantly from one training centre to another.

ASSESSMENT

Assessment Objectives

The examination will assess the candidate’s ability to:

demonstrate the need for effective work practices, administration systems and

procedures

show awareness of the importance of accurate and timely information and effective

business communication

identify appropriate suppliers of equipment and services and after sales care

identify appropriate equipment and services for given situations

plan business meetings, events and travel

Coverage of Syllabus Topics in Examinations

The examination will consist of one question from each topic area.

4

Examination Format

The format of the examination is as follows:

The time allowance for the examination is 2 hours 30 minutes

Candidates will be required to complete 4 tasks from a choice of 5. There will be a task

from each of the 5 syllabus areas

All tasks carry equal marks

Candidates will be provided with a scenario giving them their job title and employer

details

The tasks will be presented as 5 separate ‘in-tray’ exercises. Each task will simulate a

task which could ordinarily be given in a real business situation. Tasks may be

presented in various forms and there will be clarification of the requirements set out

beneath each task

Mark allocation for individual sections of the task will be shown on the examination

paper.

Answer Formats

Unless otherwise requested, candidates will be asked to provide answers in one or more of

the following formats:

Short reports to include appropriate headings

Forms and notices and lists. Simple form design or completion of a form may be

required

Letters, memos, faxes and emails. Any acceptable business style will be accepted.

Letterheaded paper will not be required

Candidates may produce their answers on a word processor or computer but questions

requiring formfilling will need to be completed by hand.

Mark Allocation

A positive marking approach is used.

Certification

Successful candidates will be awarded the Level 3 Certificate in Business Administration

based on the achievement of the percentages and grades below:

Pass 50%

Merit 60%

Distinction 75%

5

Recommended Reading List and Support Material

Reading List

Title Authors(s) Publisher ISBN Code

Business Administration,

Third Level

LCCIEB

Chief Examiner

LCCIEB 1-86247-001-4

Support Material

Model answers and past question papers are available from the LCCI website,

www.lcci.org.uk

How to offer this qualification

To offer this qualification you must be an LCCI IQ registered examination centre. To gain

centre approval please contact Customer Support on 08700818008 between the hours of

0830 and 1700 (GMT) Monday to Friday or by email on [email protected].

Alternatively you may contact your regional LCCI Office or Co-ordinating Authority.

http://www.lcci.org.uk/

mailto:[email protected]

6

Syllabus Topic Items Covered

1 Equipment, Materials, Candidates must be able to:

Services and Supplies

1.1 Office equipment 1.1.1 Describe the use, functions, benefits and

general care required for a range of

business equipment and make

comparison of different equipment on

cost, advantages and efficiency

including:

photocopiers

fax machines

telecommunications equipment

including telephone answering

equipment

pagers and mobile phones

Multi-function equipment

(combined uses)

computers, word processors and

typewriters

printers

mail room equipment

binding and laminating

equipment

shredders

1.2 Specific purpose 1.2.1 Select appropriate equipment for specific

equipment areas including:

post room

reception

print room

1.3 Innovations 1.3.1 Describe innovations in business

equipment and communications as they

come into common usage and the

advantages they bring including:

delayed transmission fax

voice recognition

Internet

other developments

1.4 Factors influencing 1.4.1 Explain the factors which influence

Choice choice of equipment:

volume of work

location/distance, external/internal

price/budget/cost

rental/purchase/contract options

reliability and after sales care

7

1.5 Faults reporting and 1.5.1 Describe reporting and recording

after-sales service procedures for equipment faults or

service failure, remedial actions and

contingency plans when faults or service

failure disrupts urgent work

1.6 Consumables 1.6.1 Describe the range of business

stationery and consumables required

and how the following influence choice

between suppliers:

volume and range

price/budget/cost

considerations

delivery, reliability and after

sales care

convenience/location

security

1.7 External services 1.7.1 Be aware of reasons for choice and

fitness for purpose of a range of external

business services including:

telecommunications services

local/international mail, parcel and

courier services

freight services

staff agencies

secretarial services suppliers

2 Work Environment and Candidates must be able to:

Controls

2.1 Office design 2.1.1 Demonstrate understanding of the

influence that office design has on the

working environment and employee

performance including:

use of space

open-plan/closed offices

furniture, fittings and decor

light, heat and ventilation

2.2 Work flow and output 2.2.1 Explain how the office layout and

location may contribute to:

efficient work flow

improved distribution of work

improved output

8

2.3 Work practices 2.3.1 Explain how changing work practices are

impacting on the work environment

including:

homeworking/teleworking and the

virtual office

flexitime

2.4 Safety 2.4.1 Outline the need for safety and security

in the work-place and make

recommendations concerning:

safe usage of equipment

risk assessment

emergency procedures

fire precautions

safety notices

induction and training of staff

2.5 Reporting procedures 2.5.1 State the need for and give examples of

procedures for recording and reporting

accidents, fire and other emergencies

2.6 Controls 2.6.1 Outline the need for office controls,

standards and documentation including:

stock records and stock monitoring

petty cash systems and claims for

expenses

annual leave entitlement

postage records

equipment records/logs

sign off requirements for purchase

orders, budgets and invoices

3 Procedures, Information Candidates must be able to:

and Communication

3.1 Procedures and 3.1.1 Describe the need for procedures and

standards standards including:

form control and design

company policy, procedures and

quality control manuals

turnaround times/meeting

deadlines

reporting and tracking work in

progress

9

3.2 Records management 3.2.1 Explain different systems, methods and

standards for storing and retrieving

information:

manual/computerised/electronic/

other

on site/off site/remote vaulting

indexing and classifying

information

3.3 Visual communication 3.3.1 Identify information requirements and

the most suitable methods of conveying

information including:

text, graphics, tables and charts

flow charts

visual aids

planning boards

3.4 Methods of communication 3.4.1 Select an appropriate communication

medium and method for a given

purpose, understanding and explaining

its advantages:

letter

memorandum

report

form

fax

e-mail

telephone call

face-to-face communication

(meetings)

teleconferencing/

videoconferencing

3.5 Security of information 3.5.1 Explain the need for security and

confidentiality of certain types of

business documentation and

communications:

personnel records

financial information

product or service information

customer details

3.6 Appropriate tone 3.6.1 Explain the need for using appropriate

tone, register and style when meeting or

replying to external agencies/members

of the public/customers/colleagues and

seniors

10

3.7 Sources of information 3.7.1 Outline sources of business information:

libraries

Internet

suppliers and customers

reference and user manuals

office exhibitions

trade/professional bodies

agents and consultants

network groups

4 Organisation and Personal Candidates must be able to:

Effectiveness

4.1 Absence cover 4.1.1 Draw up rotas for office cover and

absences and make contingency

arrangements

4.2 Time management 4.2.1 Work effectively and understand the

need for:

clear job descriptions and

instructions on task allocation

planning and prioritising of work

action plans and schedules

good practice in diary and

appointment planning

4.3 Using technology to 4.3.1 Explain how technology may assist in

assist planning planning and meeting deadlines for

work:

electronic diary/follow up systems

electronic planners

mobile and portable computer

systems

4.4 Work patterns 4.4.1 Outline different work patterns, their

advantages and disadvantages:

flexitime

homeworking/teleworking

job sharing

portfolio working

contract work

project teams

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4.5 Effective teamwork 4.5.1 Describe the need for, and ways of

ensuring, effective teamwork:

meeting work deadlines

management support

cover for office at all times

fair distribution of work

responsibility for personal and

team development

4.6 Performance monitoring 4.6.1 Recognise the need for appraisal and

performance monitoring including

training and development needs linked

to individual and team objectives

5 Business Meetings, Events Candidate must be able to:

and Travel

5.1 Administrative 5.1.1 Explain the stages involved in preparing

arrangements for meetings and events and the

planning and documentation

requirements including:

agenda/programme

invitations

speakers/participants/guests/

delegates’ information

viewing venues

refreshments/food arrangements

equipment and facilities

syndicate/conference rooms

seating plan

method and timing of payments

name badges

visual aids

reception staff

registering delegates

briefing participants/

contributors/Chairman

5.2 Features and choice 5.2.1 Identify and describe features of suitable

of venue venues, and explain reasons for choice

of venue:

numbers of guests/delegates

external/internal attendees

budget

profile of event

availability and location

equipment and other facilities

communication and transport

network

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5.3 Monitoring and 5.3.1 Explain what is required on the day of

evaluation and after an event or meeting:

final check of facilities, venue and

equipment

back up availability

monitoring of proceedings

payment arrangements

evaluation of event

5.4 Travel arrangements 5.4.1 List requirements necessary to make

arrangements for business travel and

accommodation:

preferences relating to mode of

transport

travel agencies/airlines

researching relevant information

on destination(s) including visa,

time zone, public holidays, health

and security requirements

planning of itineraries

booking and confirmation

arrangements

briefing of travellers

interpreters

travel connections

bills/expenses to be paid and

different methods of payment

13

EDI

International House

Siskin Parkway East

Middlemarch Business Park

Coventry CV3 4PE

UK

Tel. +44 (0) 8707 202909

Fax. +44 (0) 2476 516505


www.ediplc.com

© Education Development International Plc 2008.

All rights reserved. This publication in its entirety

is the copyright of Education Development

International Plc. Reproduction either in whole or

in part is forbidden without the written permission

from Education Development International Plc.

For further information contact us:

Tel. +44 (0) 8707 202909 Email. [email protected] www.lcci.org.uk


Syllabus Effective from: 1 March 2012 First Examination: Series 3, 2012

Level 3 Certificate in Business Principles and Practice

1

INTRODUCTION Education Development International (EDI) is a leading international awarding body that was formed through the merger of the London Chamber of Commerce and Industry Examinations Board (LCCI) and a leading online assessment provider GOAL. EDI now delivers LCCI International qualifications (LCCI IQ) through a network of over 5000 registered centres in more than 120 countries worldwide. Our range of business-related qualifications is trusted and valued by employers worldwide and recognised by universities and professional bodies. Level 3 Certificate in Business Principles and Practice Aims The aims of the qualification are to develop candidates’ knowledge and understanding of: � the nature of economic activity and the internal and external environment and constraints

in which businesses operate

� national and multinational forms of businesses and their impact on the local economy

� how businesses are functionally organised and managed in relation to corporate culture, image and identity

� the different aspects of operational and financial management of a business � strategic planning and the frameworks, models and strategies that may be used in

strategic analysis and implementation

� business performance measurement and the frameworks and practices that may be used to improve performance.

This qualification is accredited on the National Qualifications Framework (NQF) in the UK as EDI Level 3 Certificate in Business Principles and Practice (VRQ) 600/4350/7. Target Audience and Candidate Progression

This qualification is suitable for people who want to develop their understanding of modern business management practices in order to improve their business career opportunities and/or academic progression. It is particularly suitable for people who currently hold middle management positions within any of the functional business areas or those aspiring to such positions. This qualification can be taken as a standalone qualification or as a part of a range of Diplomas. Please see the LCCI International Qualification Guide for the specific Diploma titles. Information is also available on the LCCI International Qualifications website. It is recommended that candidates achieve the Level 2 Certificate in Marketing qualification to supplement and extend their understanding of how businesses relate to, and interact with their customers.

2

Structure of the qualification The Level 3 Certificate in Business Principles and Practice is a single unit qualification that consists of the following five topic areas : 1 Business and its Environment 2 Business Organisation, Management and Culture 3 Operational and Financial Management in Business

4 Introduction to Business Strategy and Planning

5 Measuring and Improving Business Performance ASSESSMENT Assessment Objectives The examination will assess the candidate’s ability to demonstrate knowledge and understanding of:

� the nature of economic activity and how the internal and external environment and constraints influence business activities

� the features of national and multinational forms of businesses and their disadvantages and benefits to the local economy

� the different types of formal organisational structures and the role of leadership and motivation as functions of management

� the concept and importance of corporate culture, image and identity and how businesses may influence and develop these

� the different methods of production and quality control and how technology and the scale of operations impact on business efficiency and effectiveness

� the need for different sources of finance and the types of financial records that will be kept by a business

� strategy, strategic planning and the use of techniques and frameworks such as PEST, SWOT, Porter’s Five Forces Analysis, Boston Consulting Group Matrix and Ansoff Matrix in strategic analysis and decision-making

� the importance of measuring business performance and how KPIs and target-setting contribute to the process

� the use of financial and non-financial performance measures, and frameworks and systems such as the Balanced Scorecard, TQM and MIS in improving business performance.

3

Assessment Method The assessment method for this qualification has been designed to provide an appropriate and fit-for-purpose assessment of a candidate’s ability to achieve the assessment objectives. It has been levelled to match Level 3 of the National Qualification Framework, the qualifications framework for England, Wales and Northern Ireland. This qualification is assessed by a written examination paper consisting of five questions of 20 marks each, covering all five topic areas within the syllabus. Candidates must answer all five questions. Questions will be presented in the form of a business situation, problem or issue with a number of tasks to be completed. The time allowance for the examination is 2.5 hours. The examination is available in all three Series sittings as well as on demand. All examinations must be carried out in accordance with the Examination Guide for LCCI Centres and the Examination Regulations, which is sent to centres with the examination papers. Coverage of Topic Areas in the Examination The written examination will cover the topic areas as follows:

Topic Areas Approximate weighting of topic areas within examination

1 Business and its Environment 20 %

2 Business Organisation, Management and Culture 25%

3 Operational and Financial Management 20 %

4 Introduction to Business Strategy and Planning 15 %

5 Measuring and Improving Business Performance 20 % Answer Format Candidates are required to provide answers in the form of short notes, diagrams or charts, bullet points or short paragraphs. Some questions may ask for relevant examples to be provided. Appropriate business language should be used and any relevant charts or diagrams should be properly labelled. Mark Allocation A positive marking approach is used. Marks are not deducted for spelling or grammatical errors. Certification Successful candidates will be awarded the Level 3 Certificate in Business Principles and Practice based on the achievement of the marks and grades below: Pass 50% Merit 60% Distinction 75% Centres will receive certificates within a maximum of 6 weeks of the receipt of the scripts at EDI.

4

Topic 1 Level 3 Business and its Environment

Learning outcomes The learner will:

Assessment Criteria The learner can:

Indicative Content

1. Understand the

nature of economic activity.

1.1 Describe the main features of a

competitive market economy.

1.2 Define the term ‘opportunity cost’.

1.3 Explain how choice and opportunity cost affects economic activity.

Features include: economic freedom; economic incentive; competition; demand and supply; private ownership; limited government intervention; profit motive Includes implicit and explicit costs

2. Understand how

business objectives affect decision-making and business activities.

2.1 Discuss the role of business

objectives in the planning and decision-making process.

2.2 Explain how business objectives

impact on organisational targets and budgets.

2.3 Explain how corporate social

responsibility (CSR) as a business objective affects business activities.

SMART targets Impact on marketing, customer service, business processes, corporate culture, community relations and human resource management

3. Understand how the

interests of the major stakeholder groups influence business activity.

3.1 Explain why businesses need to be

accountable to stakeholders.

3.2 Compare and contrast the competing interests of the major stakeholder groups.

3.3 Identify appropriate business

strategies to meet the needs and interests of the major stakeholder groups.

Stakeholder groups include: shareholders/owners; employees; customers; suppliers; local community; government; financial institutions, etc.

4. Understand the role

of Government in promoting and controlling business activity.

4.1 Explain why and how the

government may seek to influence the level of business activity.

4.2 Discuss the possible consequences of Government economic policies on business organisations.

How govt. influence: taxation; spending; laws and regulation; subsidies; interest rates; trade policy Consequences include: Impact on demand; supply; cost and business growth

5

5. Understand how

changes in the business environment impact on businesses.

5.1 Describe the factors influencing the

internal and external business environment.

5.2 Explain how changes in economic conditions affect the business.

5.3 Discuss the external considerations and constraints on business activities in a range of different contexts.

5.4 Provide examples of corporate

social responsibility and explain its importance in a competitive business environment.

5.5 Explain how current developments in information and communications technology (ICT) impact upon business activities.

Factors affecting internal environment: business processes; technological capacity; organisational culture; management structure; financial management; human resources; mission and objectives Factors affecting external: sociocultural (values, attitudes and demographics); political and legal; economic; global influences Economic conditions includes: Standard of living; inflation; economic growth; exchange rates Cultural and ethical considerations and constraints Examples of corporate responsibility: sponsoring community projects; ethical behaviour; environmental sustainability; charitable donations Access to wider market; increase in competition; opportunities for cost reductions; development of Management Information Systems (MIS)

6. Understand the

influence of the global economy on the business .

6.1 Describe the characteristics of the

global economy.

Characteristics: multinational-trading; foreign exchange; international mobility of capital and labour

6

6.2 Discuss the influence of the global market on business operations and practices.

6.3 Explain how the global economy influences the size, location, management and structure of business organisations.

Impact on: marketing activities; cultural considerations; competitive pressure to reduce cost, improve quality and business performance

7



Indicative Content

1. Understand the nature

of national and multinational types of business ownership and their impact on the local economy.

1.1 Discuss the reasons why business

activity may be conducted by the government/state.

1.2 Describe the features of a :

� ‘multinational corporation’ � ‘franchise’.

1.3 Discuss the benefits and

disadvantages a multinational corporation may bring to a country.

Social; economic; strategic and political reasons Benefits: job opportunities; foreign exchange; tax revenue for govt.; training and skill development; economic growth Disadvantages: overdependence on foreign investment; influence on govt. policies; possible exploitation of local resources


of organisational structures and the factors to be considered when choosing a structure.

2.1 Discuss the advantages and

disadvantages of the main types of organisational structures.

2.2 Explain each of the following features

of formal organisational structures:

� Levels of hierarchy � Chain of command � Span of control � Responsibility and authority � Delegation and accountability

2.3 Evaluate the factors to be considered

in selecting an appropriate organisational structure for a business.

Main structures include: functional; hierarchical; matrix Includes producing appropriate organisational charts to depict different structures and features as required. Factors include: flexibility; the needs of the business; corporate culture; business strategy

Topic 2 Level 3 Business Organisation, Management and Culture

8

3. Understand the role of

leadership and motivation as functions of management.

3.1 Explain the difference between

strategic, operational and administrative management.

3.2 Compare and contrast the three

main leadership styles. 3.3 Explain the importance of motivation

as a function of management. 3.4 Explain Maslow’s theory of

motivation and how it may be applied in motivating staff.

3.5 Assess the effectiveness of different

types of financial and non-financial motivators in a specific context.

Main styles: democratic; participative; laissez-faire; autocratic Including the diagram of the Hierarchy of Needs Financial motivators: wages and salaries; bonuses; performance-related pay; share option; fringe benefits; profit sharing Non-financial motivators: training, induction; opportunities for promotion; job enrichment, job rotation; job security; teamworking; empowerment, etc.

4. Understand the concepts

of corporate culture, corporate image and corporate identity.

4.1 Explain what is meant by corporate

culture and the importance of corporate culture.

4.2 Describe how different factors

influence the development of corporate culture.

4.3 Distinguish between corporate image

and corporate identity. 4.4 Describe ways in which a business

can create a corporate image and identity.

4.5 Explain the importance of a positive

corporate image in a competitive business environment.

Factors include: mission statement; stakeholder influence; management style

9



Indicative Content

1. Understand the different

methods of production and the importance of quality control in the production process.

1.1 Describe the main methods of

production and the situations where each is most appropriate.

1.2 Explain the importance of quality

assurance and control in the production process.

1.3 Evaluate different methods of quality

assurance and control.

Advantages and disadvantages of each method of production: job; batch; flow; mass customization Methods include: TQM; inspection; testing; random sampling

2. Understand how

technology and the scale of operations affect efficiency and effectiveness in business operations.


‘effectiveness’ and ‘efficiency’. 2.2 Explain the importance of economies

of scale to businesses. 2.3 Explain the difference between

‘internal economies of scale’ and ‘external economies of scale’.

2.4 Describe the different types of

internal and external economies of scale and provide examples.

2.5 Describe the diseconomies of scale

that a large business may face. 2.6 Describe how improvements in

technology affect the production process; e.g. CAD, CAM, automation.

Internal economies of scale: purchasing; technical; financial; marketing; managerial External economies of scale: Improved transport and communication links; availability of training and education; growth in supporting industries Diseconomies include: poor communication; lack of motivation; loss of direction and control; slow response time; possible public and government opposition; complacency CAD: Computer-aided Design, CAM: Computer aided manufacture

Topic 3 Level 3 Operational and Financial Management of Business

10

3. Understand the

relationship between the sources of finance and the nature and needs of the business.

3.1 Explain the meaning of working

capital and its importance as a source of finance.

3.2 Explain why different sources of

finance may be appropriate in different circumstances.

Sources of finance: overdraft; trade credit; bank loans; invoice discounting; share capital; leasing; venture capital

4 Understand the nature

of, and the need for accurate financial records in businesses.

4.1 Explain why businesses need to keep

accurate financial records. 4.2 Explain the difference between

‘financial accounting’ and ‘management accounting’.

4.3 Describe the information provided by

the Income Statement (Trading, Profit & Loss Account) and how this information may be used.


the Balance Sheet and how this information may be used.


a Cash Flow Statement and how this information may be used.

4.6 Describe how each of the following

ratios is used in assessing the financial position of a business:

� Current ratio/working capital ratio � Acid test ratio � Gross profit as a percentage of � sales � Net profit as a percentage of sales.

11



Indicative Content

1. Understand the concept

of strategy and strategic planning.

1.1 Explain the purpose of strategic

planning.

1.2 Explain the difference between ‘strategy’ and ‘tactics’.

2. Understand the various

frameworks and models used in internal and external strategic analysis.

2.1 Explain the purpose of strategic

analysis in the planning process.

2.2 Explain the difference between internal and external strategic analysis.

2.3 Describe how each of the following techniques is used in business environment analysis:

� STEEPLE/PEST � SWOT � Competitor analysis

2.4 Undertake and interpret STEEPLE/PEST and SWOT analyses in given situations.

2.5 Describe the elements in Porter’s Five Force Analysis.

2.6 Explain the usefulness of Porter’s Five Forces Analysis in the development of business strategies.

2.7 Describe the features of Boston

Consulting Group (BCG) Matrix.

2.8 Explain the usefulness of the Boston Consulting Group Matrix (BCG) in the development of business strategies.

STEEPLE = Social; Technological; Environmental; Economical; Political; Legal; Ethical PEST = Political; Economical; Social; Technological SWOT= Strengths; Weaknesses; Opportunities; Threats Five forces: Threat of new industry entrants; threat of substitute products; bargaining power of buyers; bargaining power of suppliers; intensity of rivalry between competitors Diagram including: Cash cow; problem child/question mark; star; dog

Topic 4 Level 3 Introduction to Business Strategy and Planning

12

3. Understand how the

Ansoff Matrix is used in strategic choice and decision-making.

3.1 Describe the features of the Ansoff

Matrix.

3.2 Explain how the Ansoff Matrix analyses the link between business strategy and risk.

3.3 Use the Ansoff Matrix to evaluate

and select different business strategies in given situations.

Diagram including: Market penetration; market development; product development; diversification

4. Understand the process

of implementing strategy and the factors affecting the effectiveness of implementation.

4.1 Describe the main components of a

business plan.

4.2 Explain the importance of mission statements and business objectives in the planning process.

4.3 Explain the factors that may affect the effectiveness of strategy implementation.

4.4 Explain the importance of leading

and managing strategic change.

4.5 Describe management strategies that may be used to successfully implement and manage strategic change.

Components are: Background information; business objectives; market research and marketing plan; resource implications; financial statements and targets Leadership; organisational structure and culture; motivation; resources Participative and consultative management; target-setting and monitoring; change agents; decentralisation

13

Topic 5 Level 3 Measuring and Improving Business Performance


Assessment criteria The learner can:

Indicative content


of business performance measurement and its importance.

1.1 State reasons why it is important to

measure business performance.

1.2 Explain how Key Performance Indicators (KPIs) help in performance measurement.

1.3 Explain the contribution of target-setting to the performance measurement process.

Key characteristics of KPIs; examples of KPIs for different businesses /functional areas SMART targets

2. Understand the

measures that may be used in a performance measurement system.


‘financial’ and ‘non-financial’ performance measures.

2.2 Describe a range of key financial performance measures/indicators.

2.3 Describe a range of non-financial performance measures/indicators.

2.4 Explain the difference between ‘leading’ and ‘lagging’ performance measures, giving examples.

Financial performance indicators: profitability; liquidity and solvency; debt collection period; inventory turnover; bad debts Non-financial performance indicators: Human resource development; leadership effectiveness; customer satisfaction, retention and growth; product/service quality and innovation; brand image and reputation; labour turnover rate; absenteeism rate

14

3. Understand the

models that may be used in performance measurement and improvement systems and their usefulness to a business.

3.1 Describe the Balanced Scorecard

framework.

3.2 Explain why the Balance Scorecard

framework is an important tool in measuring business performance.

3.3 Describe the principles of Total

Quality Management (TQM).

3.4 Explain how an effective Total Quality Management system can impact on the performance of a business.

Diagram including the four perspectives: Financial; Internal business process; learning and growth; customer Principles: customer focus and feedback (internal & external); leadership; involvement of all staff; process approach; continual improvement

4. Understand the

different practices by which business performance can be improved.

4.1 Describe how a range of

management and business practices can be used to improve business performance.

4.2 Explain the difference between monitoring and forecasting as applied to business performance.

Staff development and training; multi-skilling; good customer service; teamwork; benchmarking

5. Understand the role

and importance of management information in monitoring business performance.

5.1 Explain the functions of a

management information system (MIS).

5.2 Analyse how management information can assist in decision-making and improving business performance.

Difference between data and information

6. Understand the

contribution of managers, teams and the individual to business performance.

6.1 Discuss the advantages of

organising staff into work groups and teams.

6.2 Identify the ways in which an individual can contribute towards the achievement of business targets and objectives.

6.3 Discuss the advantages of staff appraisal for the individual and the manager.

Willingness to participate; personal development/ effectiveness; good customer service skills; empowerment 360 degree appraisals

15

ADDITIONAL INFORMATION Diversity, access and inclusion EDI qualifications address diversity, access and inclusion issues through a) guidance provided to authors of assessment material, b) assessment arrangements and c) guidance to centres. The assessments generated by EDI are designed to be inclusive and free from bias. This is built into the task-setting specifications on which the assessments are based. EDI administers external assessments in line with the latest recommended procedures for ensuring accessibility and fair treatment of all. EDI has procedures in place for making reasonable adjustments to assessments for those learners with particular assessment requirements, provided that this does not invalidate the assessment requirements of the qualification. For guidance on reasonable adjustments, please refer to the Access Arrangements, Reasonable Adjustments and Special Consideration document which can be downloaded by EDI approved centres from the Centre Administration area of the LCCI website, www.lcci.org.uk. Entry requirements There are no formal entry requirements for this qualification. However, candidates should have a minimum level of English equivalent to the LCCI Level 2 English for Business or JETSET 4 - (Council of Europe B1/Threshold) to meet the communication requirements for this qualification. Guided Learning Hours EDI recommends that 140 – 160 Guided Learning Hours (GLHs) provide a suitable course duration for an ‘average’ candidate at this level. This figure includes direct contact hours as well as other time when candidates’ work is being supervised by teachers. Ultimately, however, it is the responsibility of training centres to determine the appropriate course duration based on their candidates’ ability and level of existing knowledge. EDI’s experience indicates that the number of GLHs can vary significantly from one training centre to another.

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Recommended Reading List and Support Materials Reading List Title Authors(s) Publisher ISBN Code Level 3 Business EDI EDI Website download Principles and Practice Student Revision Book AQA Business Studies Helen Coupland Nelson Thornes 978 0 7487 9847 6 AS & A2 Smith et al (2009) Ltd Business Studies: A-Level Study Guide

Barry Brindley Martin Buckley

Pearson Education

0-582-43175-1

Business Studies D Hall, R Jones, Causeway Press 1405892315 (4th Edition) C Raffo, A Anderton, I Chambers, & D Gray How to Pass Business Practice, Third Level

Stephen Jakubowski

EDI

1-86247-080-4

Support Material A sample paper and answers are available on the qualification page of the website. A Student Revision Book, as stated in the reading list, will also be available for download from the qualification page of the website – centres will need to login before they can access this. How to offer this qualification To offer this qualification you must be an LCCI IQ registered examination centre. To gain centre approval please contact Customer Support on 08700 818008 between the hours of 0830 and 1700 (GMT) Monday to Friday or by email on [email protected] Alternatively you may contact your Regional LCCI Office or Co-ordinating Authority.

14

EDI International House Siskin Parkway East Middlemarch Business Park Coventry CV3 4PE UK Tel. +44 (0) 8707 202909 Fax. +44 (0) 2476 516505 Email. [email protected] www.ediplc.com

© Education Development International Plc 2010. All rights reserved. This publication in its entirety is the copyright of Education Development International Plc. Reproduction either in whole or in part is forbidden without the written permission from Education Development International Plc.

Level 2 Certificate in English for Business




Syllabus Effective from January 2006

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INTRODUCTION EDI is a leading international awarding body that was formed through the merger of the London Chamber of Commerce and Industry Examinations Board (LCCI) and GOAL, a leading online assessment provider. EDI now delivers LCCI International qualifications (LCCI IQ) through a network of over 5000 registered centres in more than 120 countries worldwide. Our range of business-related qualifications is trusted and valued by employers worldwide and recognised by universities and professional bodies.

Please note that a UK accredited ESOL version of this examination is available as EDI Entry Level certificate in ESOL International (Entry 3) (500/5744/3)

Level 2 Certificate in English for Business

Aims

The aims of this syllabus are to enable candidates to develop the ability to: write apt and accurate English suited to the stated purpose understand and write English using formats that are current and common in business

communication adopt the tone, form, layout, content and composition appropriate to the requirements of

a given situation understand spoken and recorded Business English at the defined level participate in conversations

Target Audience and Candidate Progression This qualification is for candidates who wish to:

Gain a recognised English qualification at the equivalent of Council of Europe B1

(Threshold) level Progress to LCCI IQ Level 3 in English for Business at the equivalent of Council of

Europe B2 (Vantage) level. Further progress can be made up to Level 4 of this qualification. Each of these levels builds on the previous one and provides a consistent extension to the levels of skill and knowledge developed at the previous level. Level of English Required This qualification is intended for candidates who have achieved a sound understanding of English in a business context, equivalent to Council of Europe A2 (Waystage) level, gained either through previous learning or employment or both, and who are able to communicate in a familiar business situation effectively, and with only minimal assistance or supervision. Note: The equivalences shown above are specific to a pass grade at the respective EFB level. A merit or distinction is considered to be equivalent of one Council of Europe Framework (CEF) level higher than that of a pass (e.g. a level 2 merit/distinction = CEF B2).

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Structure of the Qualification The LCCI IQ Level 2 Certificate in English for Business will be awarded to candidates who successfully complete the learning outcomes and assessments for the following part:

Reading and Writing (compulsory) An additional certificate will be awarded to candidates who successfully complete the learning outcomes and assessments either one or both of the following parts:

Speaking (optional) - formerly referred to as EFB oral test

Listening (optional) - available from April 2006 Level 2 English for Business Reading and Writing component is available not only as a paper-based test but also on-screen (computer-based). Please visit the qualifications page on our website, www.lcci.org.uk, to view the user guide and sample test. This is the link to launch Level 2 English for Business on-screen: http:/campus.ediplc.com/tdt/

Syllabus Topics Reading and Writing

1 Business letters 2 Company leaflets 3 Business reports 4 Business-related articles 5 Lists and/or structured notes 6 Memos 7 Company notices For a full breakdown of these topics, refer to syllabus topics 1 to 7 and the associated learning outcomes that are shown on pages 8 – 9 of this document.

Speaking The English for Business Speaking Test is a test of English with a commercial and business focus, so candidates will be tested for their competence in English within a general business and/or commercial context. The topics for the oral test are as follows: 1 Earning a living 2 Production and sale of goods 3 Trade 4 Money 5 Transport 6 Communications 7 Education 8 Travel and tourism Candidates will be expected to demonstrate a level of linguistic competence as outlined in syllabus topics 8 to 11 and the associated learning outcomes that are shown on pages 10 - 15 of this document.

http://www.lcci.org.uk/

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Listening The English for Business Listening test is a test for English with a commercial and business focus, so candidates will be tested for their competence in a general business and/or commercial context. The topics for the listening test are as follows: 1 Personal information 2 Travel information 3 Work information 4 Business transactions 5 Instructions 6 Arrangements Candidates will be expected to demonstrate a level of listening competence as outlined in syllabus topic 12 and the associated learning outcomes shown on page 15 of this document. This qualification has three parts, one part is compulsory, the other two parts are optional.

Guided Learning Hours EDI recommends that 80-90 Guided Learning Hours (GLHs) provide a suitable course duration for an ‘average’ candidate at this level. This figure includes direct contact hours as well as other time when candidates’ work is being supervised by teachers. Ultimately, however, it is the responsibility of training centres to determine the appropriate course duration based on their candidates’ ability and level of existing knowledge. EDI experience indicates that the number of GLHs can vary significantly from one training centre to another.

ASSESSMENT


The examination will assess the candidate’s ability to: Reading and Writing respond adequately to given stimulus information and instruction select appropriately from the information provided to produce a balanced, relevant

message write business communication in a variety of forms including: a memo, a leaflet, a notice,

a report, an article, a letter summarise from a passage/passages of text to produce, for example, a list or structured

notes use a suitable layout for the form of communication used write with appropriate levels of clarity, relevance, economy, logic, accuracy expand, reduce, rewrite, reassemble elements of text for a requested purpose omit irrelevant information use a suitable tone

Level 2 English for Business is available as a paper-based test or computer-based test. The assessment objectives of both tests are the same, the tests differ only in terms of the form of delivery.

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Speaking

provide appropriate oral responses to questions on personal or work/study matters

express an opinion and discuss a topic orally

Listening

demonstrate understanding of clear standard speech encountered in work and everyday situations, including clear straightforward factual information, such as instructions and directions, short talks, announcements, and news bulletins.

Coverage of Syllabus Topics in Examinations Reading and Writing - Compulsory

There will be one question on syllabus topic 1 which carries 30 marks, plus 2 questions from syllabus topics 2 to 7, one carrying 30 marks and another carrying 40 marks. Candidates will be assessed via a 2½ hour examination consisting of 3 questions as follows: Question 1 involves an extended writing task requiring candidates to produce: a

memorandum, an article, a report, etc, on a choice of role-related topics drawn from business and economic life. Candidates have to answer 1 question from a choice of 3.

Question 2 involves a letter writing task, where the stimulus is in the form of an incoming

business letter Question 3 is a reformulation task requiring candidates to expand, reduce or selectively

rewrite a passage of English for some defined purpose within a given role. Candidates will be offered tasks that will draw on their ability to make notes, or reassemble elements of a text for a specific purpose, which will be stated.

Speaking – Optional

Candidates will be assessed by a 13 minute examination including 5 minutes preparation time. The examination consists of 2 parts. There are four criteria – fluency, lexis, grammar and pronunciation – and candidates will be assessed on their performance in both parts. The assessment tasks are as follows: Part 1 consists of a warm up conversation during which the candidate will be asked

about, e.g. study, work ambitions for the future, Part 2 requires the candidate to participate in a discussion of the topic selected by the

examiner Listening – Optional

C Candidates will be assessed via a listening test lasting about 25 minutes. The test comprises

30 short listening tasks, each with a multiple-choice question. There is one mark for each question.

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There are 2 types of tasks: Task 1 (10 questions). Candidates listen to a recorded question, which has three recorded responses (A, B, C). Candidates choose the appropriate response. Task 2 (20 questions). Candidates listen to a short conversation or announcement. They then read a question about what they have heard, with 4 possible answers (A, B, C, D). They have to choose the correct answer.

Answer Formats This level of examination goes beyond the groundwork laid at Level 1 by testing more complex writing and understanding, and giving candidates an element of choice, not only of questions that will do them most credit, but of answers that will best suit the circumstances described. This reflects the greater responsibility successful candidates might be expected to exercise on behalf of an employer. In Question 1 candidates should display the virtues of good non-literary writing – order, clarity, balance, relevance, economy, accuracy and logic. The tasks will require candidates to adopt office roles and write to identified addressees within a defined situation. In Question 2 examiners will accept a variety of current business letter layouts, provided they are followed consistently. Layouts other than those outlined in ‘How To Pass LCCIEB English for Business Second Level’ are permissible as long as they help the clarity of the communication and are among the styles commonly used in business. Questions 1 and 3 often require types of outcome which are similar to each other. The emphasis in Question 1 is on the skills of non-literary writing: clarity, economy etc. Question 3 looks more closely at the skills of rewriting and reorganisation. Marks will be awarded for: content, accuracy in spelling, layout, punctuation and grammar. In addition, there will be marks for the satisfactory completion of the communicative task, which will depend on the appropriateness of the candidate’s choice of tone, style, length and format. Where possible candidates should avoid copying whole phrases or sentences from the examination paper.

Mark Allocation Reading and Writing: Marks are available for: accuracy in spelling, punctuation, grammar; appropriateness of content, tone, style, length, format; clarity and suitability of communication.

Pass 50% Merit 60% Distinction 75%

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A typical weighting of marks for a complete written paper would be: clarity and appropriacy of layout 20% style, tone, suitability to the task 30% content and communication of message 20% accuracy of grammar, spelling etc 30%

TOTAL 100% Speaking :

Marks are awarded for: fluency, lexis, grammar and pronunciation with 4 possible marks available for each criterion (i.e. 1 = Fail, 2 = Pass, 3 = Merit, 4 = Distinction). Fail two or more criteria scored at fail level.

Pass minimum of three criteria scored at pass level (or higher) but failing to meet merit/distinction requirements.

Merit minimum of three criteria scored at merit level + one at pass (or higher) but

failing to meet distinction requirements. Distinction minimum of three criteria scored at distinction level + one at merit. The weighting of marks for a complete oral examination is: fluency 25% lexical range and accuracy 25% grammatical range and accuracy 25% pronunciation 25%

TOTAL 100%

Listening:

One mark is awarded for each correct answer. Pass 15 – 17 marks Merit 18 – 22 marks Distinction 23 > marks

Varieties of English

EDI will accept any of the main varieties of English (British, North American, Australasian) in candidates’ answers as long as candidates are consistent in the variety they use.

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Certification Successful candidates will be awarded the Level 2 Certificate in English for Business on the achievement of the percentages and grades below: Pass 50% Merit 60% Distinction 75%

Recommended Reading List and Support Material Reading list- Reading and Writing only

Title Publisher ISBN Code Order Code

How to Pass English for Business LCCIEB 3-922514-31-6 0012 ARLA Second Level How to Pass English for Business LCCIEB 1 86247 0561 0017 ANLA Second Level, Teacher’s Guide

LCCI English for Business MACMILLAN 978-0-230-73387-9 Level 2 Testbuilder

Support Material

Candidates are allowed to take one dictionary into this examination which may be either English or foreign language/English; EDI cannot undertake to advise on which dictionaries to choose and candidates make the choice entirely at their own risk. Poor quality dictionaries may be misleading and candidates will lose time looking up words if they frequently have recourse to them. For advice on the layout and presentation of the reading and writing test, candidates are recommended to refer to the past question papers and corresponding model answers which are available from EDI. For the listening and speaking tests, candidates are recommended to refer to the Guidance Document for English for Business Optional Tests. Sample items for the listening test and sample topic sheets for the speaking test can be found within the appendices of this document. In addition, a listening test sample CD and a speaking test tutorial CD are available from EDI. The speaking test tutorial CD has been developed to be used in conjunction with the speaking test sample topic sheets.

How To Offer This Qualification

To offer this qualification you must be an LCCI IQ registered examination centre. To gain centre approval please contact Customer Support on 08700 818008 between the hours of 0830 and 1700 (GMT) Monday to Friday or by email on [email protected]. Alternatively you may contact your Regional LCCI Office or Co-ordinating Authority.

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Syllabus Topic Learning outcomes

1 Business letters Candidates must be able to: 1.1 Write letters on a variety of subjects

including confirming information, providing information, responding to/making a complaint, congratulation, apology etc

1.2 Adopt an appropriate tone according to

instructions given in the rubric or to the requirements of the message

1.3 Provide a logical order to the content of

the letter 1.4 Utilise an appropriate, consistent layout 2 Company leaflets Candidates must be able to: 2.1 Write leaflets on a variety of subjects

including advantage of a specified course of action, special offers, sales etc

2.2 Display the qualities of clarity, ease of

understanding, logical order 2.3 Utilise an appropriate, consistent layout 3 Business reports Candidates must be able to:

3.1 Write reports on a variety of subjects including investigation into staff ideas/thoughts, customer opinion, a survey of the work of a specified person/ department, an investigation into a complaint etc

3.2 Use an appropriate, consistent layout 3.3 Select the information relevant to the

purpose of the report 3.4 Organise the report material into a logical

order 4 Business-related articles Candidates must be able to:

4.1 Write articles on a variety of subjects including career in a particular field, history/background of an organisation, description of a working day, importance of training/knowledge etc

4.2 Supply a suitable title for the article

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4.3 Provide an ‘arresting’ opening, logical order, reasoned argument, a suitable close

5 Lists and/or structured notes Candidates must be able to: 5.1 Select information from various forms of

written communication and present it as a list or a set of notes

5.2 Use appropriate, consistent layout 5.3 Compile lists or notes which have the

qualities of clarity, reasoned grouping, logical order

6 Memos Candidates must be able to:

6.1 Write memos for a variety of purposes

including confirming decisions, giving information and/or explanations etc

6.2 Use an acceptable, consistent layout

6.3 Display the qualities of suitable economy, appropriate language, apt, tone, logical order

7 Company notices Candidates must be able to:

7.1 Write notices on a variety of topics

including recommended practices in an office, relocation of department, apology etc

7.2 Use an appropriate, consistent layout

7.3 Display the qualities of logical order, correct tone, appropriate language

8 Linguistic competence Candidates must be able to: (structures)

8.1 Recognise and use the following verb forms:

8.1.1 the simple passive

(e.g. Letters are sent first class)

8.1.2 the continuous passive (e.g. Letters

are being sent first class)

8.1.3 the past continuous (e.g. I was

typing all morning)

8.1.4 the past perfect (e.g. He had paid

the bill before leaving)

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8.1.5 the future using intend to and about to (e.g. They are about to start the meeting)

8.1.6 the modals could, shall, should

(e.g. She could start work tomorrow)

8.1.7 gerunds (e.g. I enjoy working)

8.2 Recognise the following verb forms: 8.2.1 the present perfect continuous (e.g.

I have been working on your report)

8.2.2 the modals have to, ought to (e.g.

We have to end the meeting by 5 pm)

8.3 Recognise and use the descriptive adjectives quite and rather (e.g. Sales

will be quite good next month/This letter is rather urgent)

8.4 Recognise the descriptive adjective the same as (e.g. Our profits this year will be

the same as last year)

8.5 Recognise and use the indefinite

pronouns someone and nobody (e.g. Someone ought to pay them a visit/Nobody is to use this machine)

8.6 Recognise the indefinite pronouns each

and both (e.g. One for each employee/We’ll tackle both markets)

8.7 Recognise and use the relative pronoun

whom (e.g. To whom was the problem reported?)

8.8 Recognise and use the quantifiers enough and much (e.g. We have enough stock/We won’t need much money)

8.9 Recognise and use the following clauses: 8.9.1 the first conditional present tense in

the if clause, will/shall or imperative in the main clause (e.g. If you need the goods quickly, I shall send them by special delivery)

8.9.2 the second conditional past tense in the if clause, would/should in the main clause (e.g. If you needed the goods more quickly, we would send them by special delivery)

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8.10 Recognise the third conditional past perfect in the if clause, would

have/should have + past participle in the main clause (e.g. If you had wanted the goods quickly, we would have sent them by special delivery)

9 Linguistic competence Candidates must be able to understand and (concepts) express the following concepts:

9.1 Space: 9.1.1 distance from, to

9.1.2 direction - prepositions across, along

9.2 Time: 9.2.1 telling the time quarter past/to

9.2.2 divisions of time moment, minute

9.2.3 sequence, simultaneousness first,

at the same time 9.2.4 frequency once/twice a ...

day/week, daily, weekly, rarely

9.2.5 duration during the journey

9.3 Number and quantity: 9.3.1 all cardinal numbers 9.3.2 all ordinal numbers 9.3.3 portions half/two thirds 9.3.4 minimal amounts at least 10

9.4 Quality: 9.4.1 size large/tall

9.4.2 texture rough 9.4.3 colour dull/bright

9.4.4 material glass/silk

9.5 Evaluation and opinion - a limited range of

adjectives high/low quality, fine/nice/poor, success/failure, normal/strange

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10 Linguistic competence Candidates must be able to use vocabulary in (vocabulary) the following areas:

10.1 Personal identity and family (e.g. forename/family name, relationships, call (oneself/someone), address, male/female)

10.2 Character and disposition (e.g. pleasant/ unpleasant, quiet/noisy, active/lazy) 10.3 Physical characteristics (e.g. fair/dark haired, fat/thin/slim, pretty/plain)

10.4 Socialising: 10.4.1 greetings (e.g. How are you keeping?/How are you?) 10.4.2 weather conditions (e.g. climate,

sunny, thunderstorm, rainstorm, mild, shade)

10.4.3 hobbies and interests (e.g. DIY, photography) 10.4.4 entertainment (e.g. cable

television, concerts, comedy) 10.4.5 personal preferences (e.g. ...is

all right but ... is better/more ...)

10.4.6 sporting activities (e.g. football,

tennis)

10.4.7 politics, current affairs (e.g. government, pollution, poverty,

welfare, privatisation) 10.5 Entertaining visitors: 10.5.1 spare time, programme, leisure 10.5.2 places of entertainment (e.g. theatre) 10.5.3 arrangements (e.g. I’ll book the tickets/seats for the concert) 10.6 Company premises and personal

accommodation:

10.6.1 house, office (e.g. (un)furnished, to rent/for sale)

10.6.2 furniture, furnishings (e.g. desk,

chair, lighting, curtains)

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10.6.3 cost (e.g. £40 per square metre)

10.6.4 amenities (e.g. fridge, toilet, rooms cleaned daily)

10.6.5 region, locality (e.g. industrial, rural, urban)

10.6.6 hotels (e.g. reservation,

full/halfboard, reception)

10.6.7 instructions/regulations (e.g.

open the door, press the button)

10.7 Travel:

10.7.1 car, driver, taxi, coach

10.7.2 railway station, reservation, ticket office

10.7.3 plane, airport terminal, check-in,

boarding pass

10.7.4 passports, frontier, border, customers

10.7.5 life jacket, safety belt

10.8 Purchasing:

10.8.1 sales, purchasing (e.g. place/cancel an order)

10.8.2 spending (e.g. rates, discounts,

credit cards)

10.9 The workplace: 10.9.1 occupation, profession (e.g.

secretary, technician, tradesman)

10.9.2 work relationships (e.g.

employee/employer, assistant/teamleader)

10.9.3 correspondence (e.g.

correspond with, notepaper)

10.9.4 routines (e.g. start/stop work, coffee breaks, salary/wages)

10.9.5 prospects (e.g. promotion, training, learning about)

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11 Linguistic competence Candidates must be able to recognise and use (functions) expressions of:

11.1 Wishes and hopes (e.g. I wish I could …/ Don’t you wish we could …?) 11.2 Preferences and opinions (e.g. I prefer

…/As I see it I think we should …/Her view is ...)

11.3 Apology, gratitude, pleasure (e.g. We

(do) apologise/Thank you very much (indeed)/It was kind of you to …)

11.4 Anticipation, surprise (e.g. We look

forward to …/She finds it surprising that …)

11.5 Regret, dissatisfaction, anger (e.g. We

are sorry that …/This is not what we had in mind/This is not right)

11.6 Agreement, disagreement (e.g. We

(quite) agree that/Naturally, we believe .../That is not …)

11.7 Correction of misunderstanding (e.g. Can

you explain …, please?/What we meant was …)

12 Listening competence Candidates must be able to demonstrate their

ability to:

12.1 Understand the main points of clear standard speech regularly encountered in work and everyday life, including short narratives, though will sometimes need to ask for repetition or clarification.

12.2 Understand straightforward, factual

information about common, everyday or job-related topics, identifying both general topic and specific detail, provided the speech is clearly articulated.

12.3 Understand simple technical information,

such as operating instructions, and can follow detailed directions.

12.4 Follow in outline straightforward short

talks on familiar topics.

12.5 Follow a straightforward and clearly structured lecture or talk within his/her field.

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12.6 Understand the main points of radio

news bulletins.

12.7 Understand the information content of the majority of broadcast audio material on topics of personal interest delivered in a relatively slow and clear standard speech.

EDI

International House

Siskin Parkway East


Coventry CV3 4PE

UK

Tel. +44 (0) 8707 202909

Fax. +44 (0) 2476 516505


www.ediplc.com

© Education Development International Plc 2008. All rights reserved. This publication in its entirety is the copyright of Education Development

International Plc. Reproduction either in whole or in part is forbidden without the written permission from Education Development International Plc.

Level 3 Award in Text Production




Syllabus

Effective from: 01 January 2011

3

INTRODUCTION

Education Development International (EDI) is a leading international awarding body that was

formed through the merger of the London Chamber of Commerce and Industry Examinations

Board (LCCI) and a leading online assessment provider GOAL. EDI now delivers LCCI

International qualifications (LCCI IQ) through a network of over 5000 registered centres in more

than 120 countries worldwide. Our range of business-related qualifications is trusted and

valued by employers worldwide and recognised by universities and professional bodies.

Level 3 Award in Text Production

Aims

The aims of this qualification are to enable candidates to develop:

proficiency in transcribing a range of complex business documents from printed and

handwritten copy using a computer or word processor

competence in producing business documents to a mailable business standard

competence in using appropriate presentation tools within text production

The unit within this qualification is accredited in the UK as EDI Level 3 Award in Text

Production (QCF) H/502/3211. This qualification has a credit value of 3.

Target Audience and Candidate Progression

This qualification is suitable for candidates who are working, or are preparing to work in a more

autonomous administrative or secretarial role that includes designing and producing a range of

business documents.

Candidates pursuing this qualification should have knowledge and skills equivalent to the LCCI

Level 2 Award in Text Production.

This qualification can be taken as a standalone qualification or as part of the LCCI Level 3

Private Secretary’s Diploma. Information is available on the LCCI International Qualifications

website.

Level of English Required

There are no formal entry requirements for this qualification. However, candidates should have

a minimum level of English equivalent to the LCCI Level 2 English for Business or JETSET 4 -

(Council of Europe B1/Threshold) to meet the communication requirements for this

qualification.

Structure of the Qualification

The Level 3 Award in Text Production is a single unit qualification which covers the following

key areas:

1 Following complex instructions to transcribe and edit documents

2 Producing accurate complex documents

3 Selecting and using appropriate presentation tools within text production

4

Guided Learning Hours

EDI recommends that 25 - 35 Guided Learning Hours (GLHs) provide a suitable course

duration for an ‘average’ candidate at this level. This figure includes direct contact hours as well

as other time when candidates’ work is being supervised by teachers. Ultimately, however, it is

the responsibility of training centres to determine the appropriate course duration based on

their candidates’ ability and level of existing knowledge. EDI’s experience indicates that the

number of GLHs can vary significantly from one training centre to another.

ASSESSMENT


The examination will assess the candidate’s ability to:

keyboard at a production speed of approximately 45-50 wpm

demonstrate knowledge and skills in the following areas:

- accurate keyboarding

- proofreading and error correction

- appropriate use of stationery

- intelligent display

- consistency of style within a document

- planning and organising work within deadlines

follow written instructions that simulate those given in a realistic, practical business

situation

produce complex business documents using a computer or word processor

present documents attractively using a businesslike, appropriate and consistent format

ensure documents are acceptable for signature by a line manager, i.e. accurate and

mailable.

Assessment Format

The assessment will be presented in the form of:

an instruction sheet stating the name of the company, its business and the line manager’s

name and title. Other information may be included on the instruction sheet, for example

unusual terminology; names/titles; company details; addresses; fax numbers. The

instruction sheet will also show a list of the tasks to be transcribed, together with the

number of words in each document.

two in-tray documents which will relate to two or more of the documents to be transcribed.

Additional handwritten notes may be added by the line manager. This material will be

similar to that normally found in an administrator’s or secretary’s in-tray in a real business

situation. These documents may include:

- an incoming letter

- an incoming memo

- an incoming fax message

5

- a hard copy of an incoming e-mail

- a telephone message

- notes keyed on PC by a line manager which may be amended by hand

- a document previously drafted in typescript or manuscript with corrections

- any other realistic business document

written information and instructions from the line manager regarding documents to be

transcribed.

Candidates will use the documents and information provided to produce four documents.

Candidates are advised to spend the first 10 minutes studying the instruction sheet and the

in-tray documents. Handwritten notes may be made during this time.

Candidates should spend 2 hours on transcription of the four documents and on proofreading.

At the end of the examination completed documents must be placed in the assessment

envelope in the order given.

The total time available is 2 hours 10 minutes.

Assessment Requirements

Computers or word processors must be used for this assessment.

Stationery will not be provided by EDI plc. Centres must provide their own letterheaded and

plain A4 bond paper. Centres are permitted to make a template of the Siskin Parkway Group

letterheaded paper to be accessed by candidates at the time of the assessment. A sample

letterhead can be found in Appendix A. Centres are also permitted to make a template of a

memorandum to be accessed by candidates at the time of the assessment.

Candidates may use a standard English dictionary and a calendar during the assessment.

Candidates for whom English is not the first language may use a bilingual dictionary.

Candidates may access both the spellcheck and thesaurus on computers.

Regulations for candidates using shared printing equipment

(a) Where candidates have access to shared printing equipment, printing out of Text

Production tasks may be undertaken after the assessment time. Candidates may input

printing instructions under the supervision of an invigilator but only the invigilator may

handle the hard copy.

(b) Alternatively, candidates are permitted to print out during the assessment time, proofread,

edit and print out again but must raise a hand so that the input of printing instructions is

supervised. The invigilator must then supervise the printing out to ensure that queues do

not form at shared printers and that candidates do not communicate with each other. No

extra time is permitted for this.

(c) Scripts produced on computers and word processors must be cleared from the storage

media within 48 hours after the hard copy has been printed out and dispatched to EDI.

Coverage of Syllabus Topics in Examinations

All topics will be covered in each examination.

6

Answer Formats

Candidates will be required to produce four documents as follows:

Syllabus

Reference

Document

2.1

2.1

2.2

2.3

1 Business letter

1 Memo

1 Informative document

1 Other business document

The total word count will be approximately 950 words.

Any businesslike format will be accepted provided it is used consistently, including use of

American spelling and presentation conventions.

Mark Allocation

Scripts will be marked using an error tolerance system.

Marks will be deducted for errors which affect the mailability of a document, i.e. anything which

would need to be corrected in order for it to be used in a practical business situation.

When all documents have been marked and errors totalled the final grade will be determined

by the total number of errors as a percentage of the word count stated in this syllabus.

Marking Criteria

The originator of any document should be able to expect a document to be produced which is:

completed according to instructions

well displayed, therefore creating a good impression

a correct transcription of the message

free from typographical, grammatical and punctuation errors

In this assessment anything which does not meet these requirements will be penalised.

A list of errors is provided for general guidance in Appendix B.

Certification

Successful candidates will be awarded the Level 3 Certificate in Text Production based on the

achievement of the percentages and grades below:

Pass – confirms that a standard of 97% accuracy was achieved

Merit – confirms that a standard of 98% accuracy was achieved

Distinction – confirms that a standard of 99% accuracy was achieved

7

Recommended Reading List and Support Material

Reading List

Title Author(s) Publisher ISBN Code

How to Pass

Text Production

LCCIEB

Chief Examiner

LCCIEB 1 86247 0 92 8

Support Material

A sample paper and answers are available on the qualification page of the website.

How to offer this qualification

To offer this qualification you must be an LCCI IQ registered examination centre. To gain

centre approval please contact Customer Support on 08700 818008 between the hours of

0830 and 1700 (GMT) Monday to Friday or by email on [email protected]

Alternatively you may contact your Regional LCCI Office or Co-ordinating Authority.

mailto:[email protected]

8

Level 3 Text Production

Learning Outcomes

The learner will:

Assessment Criteria

The learner can:

Indicative Content

1. Follow complex

instructions to

transcribe and

edit documents.

1.1 Interpret text that

needs to be

transcribed and

instructions

regarding

transcription/

presentation.

1.2 Expand any of the

abbreviations and

contractions as

shown in manuscript

or typescript.

1.3 Transcribe and edit

work according to

complex instructions

which may involve:

Incorporating material

from other specified

sources.

Interpreting printers’

correction signs.

Identify and follow instructions relating

to the display of text. Instructions will

appear at the top of the task, in the

margin and within the text. Instructions

are usually encircled.

Identify abbreviated words (see

Appendix C) within manuscript copy and

expand correctly. Identify and expand

common contractions accurately (see

Appendix C)

Follow instructions within a task to make

textual changes and incorporate items

of information from in-tray

documents/other documents/candidate

instruction sheet.

Comply with commonly-used printers’

correction signs (see Appendix D).

2. Be able to

produce

accurate

complex

documents.

2.1 Produce complex

business letters,

memos and minutes

of meetings.

2.2 Produce a range of

informative

documents such as a

report, information

sheet, article,

programme or

checklist.

2.3 Produce other

complex business

documents.

Business letters may run onto a second

page.

Report, information sheet and article

may run onto a second page.

Programme or checklist may require the

use of columns. Footnotes and page

borders may be required.

Produce the following documents

consistently: press release;

advertisement/notice; form; invitation

and notice of meeting/agenda.

Footnotes and page borders may be

required.

9

2.4 Accurately proofread

ensuring each

document is clean,

uncreased, accurate

and mailable with no

noticeable

corrections.

2.5 Type documents at a

production speed of

50 wpm.

2.6 Indicate any

enclosures in an

appropriate way.

Make corrections so that each

document is accurate and displayed

according to instructions.

Demonstrate keyboard competence at

50 wpm.

Indicate single or multiple enclosures

accurately, i.e.: Enc; Enc; Encl; Encls;

Att; Atts.

3. Be able to

select and use

appropriate

presentation

tools within text

production.

3.1 Apply appropriate

margins and line

spacing within

documents.

3.2 Use a calendar

effectively to display

dates and times

consistently.

3.3 Select and use

appropriate

stationery for all

documents.

3.4 Select and use any

business-like method

of display

consistently.

3.5 Use common display

conventions to

display headings.

Set margins/line spacing for a whole

task or for part of a task. Measurements

will be expressed in mm or cm; single

and double line spacing will be required.

Indicate future dates according to

instructions (e.g. give date for 2nd

Friday of next month). Dates should be

entered in full, ie 12 January 2010.

Times should be displayed using the 12-

hour clock (12.30 pm) or 24-hour clock

(1230) consistently within a task.

Use centre-prepared letterheaded paper

for letters, press releases, agendas and

invitations. Follow instructions regarding

the use of letterheaded paper for other

documents. Continuation pages should

be produced on plain A4 paper.

Unless instructed otherwise, use fully

blocked display with open punctuation.

Candidates may be required to follow

the display on in-tray documents, as

instructed. Candidates should be able to

apply a range of font sizes and styles as

appropriate and as instructed, and insert

commonly used symbols and

superscript/subscript characters.

Display main, subheadings and

shoulder headings correctly and

consistently. Headings should be

displayed in capitals or lower case with

underscore; or in emboldened capitals

or emboldened lower case – as per

copy or as instructed. Headings should

10

3.6 Select and use

numbered, lettered

or bullet points

appropriately.

3.7 Select and use

columns to display

items as appropriate.

3.8 Produce a

continuation sheet

for a document as

appropriate.

3.9 Include any

employer/candidate

reference on

documents as

required.

be followed by at least one clear line

space.

Display numbered, lettered or bulleted

points at left margin. Follow copy/

instructions regarding the use of lower

case/initial capitals for each separate

point. Display points with one clear line

space above and below.

Follow copy to display text/figures in

table format (maximum 4 columns and 6

rows). Table may have column

headings. Ruling may or may not be

required.

Use plain A4 paper for continuation

sheets. Continuation sheets for letters

should show page number, reference

and date. Continuation sheets for other

documents should show page number

only.

Unless otherwise instructed, display

reference on all documents; at top of

letter and memo and at bottom of other

documents.

11

SISKIN PARKWAY GROUP

Siskin House Middlemarch Business Park COVENTRY CV3 4PE United Kingdom Telephone +44 (0) 2476 516505 Website www.siskinparkway.com

Level 3 Text Production – Appendix A

http://www.siskinparkway.com/

12

Errors marked * will be penalised once only per script.

Instruction errors

incorrect stationery used (when specific instruction given)*

incorrect document produced

incorrect line spacing (when specific instruction given)

incorrect margins (when specific instruction given)

incorrect display (when specific instruction given)

failure to follow printers’ correction signs, eg: lc; uc; caps; stet; transpose, etc

failure to place text correctly

omitted or incorrect date*

omitted or incorrect reference*

Presentation errors

incorrect stationery used, eg letter on plain, memo on headed*

incorrect line spacing (when no specific instruction given)*

incorrect margins (when no specific instruction given)*

incorrect or poor display (when no specific instruction given)

inconsistency in document presentation style*

inconsistency in spacing*

inconsistency within text, eg: dates; times; names; use of lc/uc/open punctuation*

poor page split*

omission of essential detail from continuation sheet headings*

insufficient space for signature*

document signed by candidate*

dirty, torn or creased work

badly placed work (too high/low on page)*

Transcription errors

incorrect/omitted/additional word or number (once only if consistent)

contracted words (eg I’ll, I’d) not expanded correctly*

abbreviation not expanded correctly (once only if consistent)

incorrect/omitted/incomplete sender’s name

Level 3 Text Production – Appendix B

13

incorrect/omitted/incomplete sender’s designation

enclosure(s) not indicated

omission of recipient’s name for copy/ies

omission of recipient’s designation for copy/ies

missing or unnecessary text

Accuracy errors

typographical error (once only if consistent)

misspelling (once only if consistent)

incorrect/omitted/unnecessary punctuation

incorrect/omitted/unnecessary apostrophe (once only if it does not affect meaning)

omission of space between words

confusion between hyphen and dash*

Penalties will not be incurred for errors which are the result of machine problems. In such cases

a report must be provided by the Centre invigilator.

14

ABBREVIATIONS

ampersand (&) and

approx approximately

asap as soon as possible

bus business

co company

dept(s) department(s)

doc(s) document(s)

gntee guarantee

hr(s) hour(s)

immed immediately

info information

mgr(s) manager(s)

mtg(s) meeting(s)

necy necessary

no(s) number(s)

opp opportunity

poss possible

recd received

reqd required

tel telephone

temp temporary

wk week

yr your

Days of the week

Months of the year

Words in addresses (Ave/Avenue; Rd/Road; St/Street; Cres/Crescent; Dr/Drive)

CONTRACTIONS (ALL LEVELS)

A selection of contractions such as:

he’ll he will

I’ve I have

I’m I am

it’s it is

we’ve we have

we’re we are

you’re you are

Level 3 Text Production – Appendix C

15

PRINTERS’ CORRECTION SIGNS

delete word(s)

insert word(s) shown above or in balloon

close up a space

new paragraph

run on (no new paragraph)

transpose (change order)

transpose – change the order of items vertically

transcribe word(s) with dotted Line underneath

align as shown

change capital letter(s) into small letter(s)

change small letter(s) into capital letter(s)

Level 3 Text Production – Appendix D

16

EDI

International House

Siskin Parkway East


Coventry CV3 4PE

UK

Tel. +44 (0) 8707 202909

Fax. +44 (0) 2476 516505


www.ediplc.com

© Education Development International Plc 2010.

All rights reserved. This publication in its entirety

is the copyright of Education Development

International Plc. Reproduction either in whole or

in part is forbidden without the written permission

from Education Development International Plc.

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