ProQual Level 3 Diploma in Business Administration Course in Pakistan || Registration Open
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Introduction
The Level 3 Diploma in Business Administration qualification provides a nationally
recognised qualification for anyone working in an administrative role with some knowledge
and experience of administration systems.
The awarding body for this qualification is ProQual Awarding Body and the regulatory body
is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for
this qualification has been approved by the Welsh Government for use by centres in Wales
and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by
centres in Northern Ireland.
The qualification has been accredited onto the Regulated Qualification Framework (RQF)
and provides a progression route to higher level or discipline related qualifications.
Qualification Profile
Level 3 Diploma in Business Administration
Qualification title ProQual Level 3 Diploma in Business Administration
Ofqual qualification number 601/3580/3
Level 3
Total qualification time 580 hours
Guided learning hours 282
Assessment
Pass or fail
Internally assessed and verified by centre staff
External quality assurance by ProQual verifiers
Qualification start date 1/9/2014
Qualification end date
Entry Requirements
There are no formal entry requirements for this qualification.
Centres should carry out an initial assessment of candidate skills and knowledge to identify
any gaps and help plan the assessment.
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Qualification Structure
Candidates must achieve 58 credits:
- 27 credits from the Mandatory units in Group A, plus
- a minimum of 13 credits from Optional Group B
- a maximum of 10 credits may be from Optional Group C, and
- a maximum of 8 credits may be from Optional Group D
Group A Mandatory Units – complete all units
Unit Reference
Number Unit Title Unit
Level
Credit
Value
D/506/1942 Principles of business 3 10
R/506/1940 Principles of business communication and information 3 4
Y/506/1910 Communicate in a business environment 3 4
Y/506/1941 Principles of administration 3 6
T/506/2952 Manage personal and professional development 3 3
Group B Optional Units – a minimum of 13 credits
Unit Reference
Number Unit Title Unit
Level
Credit
Value
A/506/1916 Contribute to the development and implementation of an
information system 3 6
D/506/1911 Contribute to the improvement of business performance 3 6
F/506/1920 Administer parking and traffic challenges, representations and
civil parking appeals 3 5
H/506/1912 Negotiate in a business environment 3 4
J/506/1918 Evaluate the provision of business travel or accommodation 3 5
K/506/1913 Develop a presentation 3 3
K/506/1944 Manage an office facility 3 4
L/506/1919 Provide administrative support in schools 3 5
L/506/1936 Build legal case files 3 5
M/506/1914 Deliver a presentation 3 3
M/506/1945 Analyse and present business data 3 6
R/506/1923 Administer statutory parking and traffic appeals 3 6
T/506/1915 Create bespoke business documents 3 4
T/506/1932 Administer parking and traffic debt recovery 3 5
Y/506/1938 Manage legal case files 3 5
A/506/1883 Administer the recruitment and selection process 2 3
D/506/1813 Handle mail 2 3
D/506/1875 Organise business travel or accommodation 2 4
H/506/1876 Provide administrative support for meetings 2 4
K/506/1815 Prepare text from notes using touch typing 2 4
L/506/1869 Contribute to the organisation of an event 2 3
L/506/1905 Employee rights and responsibilities 2 2
M/506/1816 Prepare text from shorthand 2 6
M/506/1895 Buddy a colleague to develop their skills 2 3
R/506/1811 Store and retrieve information 2 4
R/506/1887 Administer parking dispensations 2 3
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R/506/1890 Administer finance 2 4
T/506/1817 Prepare text from recorded audio instruction 2 4
T/506/1879 Administer human resource records 2 3
Y/506/1809 Produce business documentation 2 3
Y/506/1812 Produce minutes of meetings 2 3
D/506/1956 Resolve administrative problems 4 6
H/506/1957 Prepare specifications for contracts 4 4
R/506/1954 Support environmental sustainability in a business
environment 4 4
J/506/1935 Administer legal files 3 5
F/506/1917 Monitor information systems 3 8
Y/506/2295 Maintain and issue stationery and supplies 2 3
Group C Optional Units – a maximum of 10 credits
Unit Reference
Number Unit Title Unit
Level
Credit
Value
A?506/1821 Manage team performance 3 4
F/506/1934 Participate in a project 3 3
J/506/1921 Manage individuals’ performance 3 4
K/506/1930 Implement and maintain business continuity plans and
processes
3 4
L/506/1922 Manage individuals’ development in the workplace 3 3
M/506/1928 Procure products and/or services 3 5
T/506/1820 Promote equality, diversity and inclusion in the workplace 3 3
T/506/1929 Implement change 3 5
Y/506/1924 Chair and lead meetings 3 3
J/502/4397 Bespoke software 3 4
J/502/4626 Spreadsheet software 3 6
T/502/4556 Database Software 3 6
Y/502/4629 Word processing software 3 6
T/502/4301 Using email 3 3
L/506/2150 Organise and deliver customer service 3 5
R/506/2151 Resolve customers’ complaints 3 4
A/506/1995 Manage a budget 4 4
J/506/194 Develop and maintain professional networks 4 3
K/506/1989 Manage physical resources 4 4
K/506/1992 Prepare for and support quality audits 4 3
L/506/2004 Manage business risk 4 6
R/506/1999 Manage a project 4 7
Y/506/1955 Develop and implement an operational plan 4 5
J/506/2292 Encourage innovation 3 4
Y/502/4632 Website software 3 5
T/502/4623 Presentation software 3 6
R/506/2909 Recruitment, selection and induction practice 4 6
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Group D Optional Units – a maximum of 8 credits
Unit Reference
Number Unit Title Unit
Level
Credit
Value
F/502/9937 Principles of digital marketing and research 3 7
J/502/9938 Principles of marketing stakeholder relationships 3 3
K/502/9933 Principles of market research 3 5
T/502/9935 Principles of marketing and evaluation 3 7
Y/506/2152 Understand the customer service environment 3 5
D/506/1939 Understand the legal context of business 3 6
R/503/9324 Principles of social media within a business 3 6
F/506/2596 Principles of leadership and management 3 8
Barred Units
Source Units Target Units
Evaluate the provision of business travel or
accommodation (J/506/1918)
Organise business travel or
accommodation (D/506/1875)
Participate in a project (F/506/1934) Manage a project (R/506/1999)
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Centre Requirements
Centres must be approved to offer this qualification. If your centre is not approved please
complete and submit form ProQual Additional Qualification Approval Application.
Staff
Staff delivering this qualification must be appropriately qualified and/or occupationally
competent.
Assessors/Internal Quality Assurance
For each competence-based unit centres must be able to provide at least one assessor and
one internal quality assurance verifier who are suitably qualified for the specific
occupational area. Assessors and internal quality assurance verifiers for competence-based
units or qualifications will normally need to hold appropriate assessor or verifier
qualifications, such as:
- Award in Assessing Competence in the Work Environment
- Award in Assessing Vocationally Related Achievement
- Certificate in Assessing Vocational Achievement
- Award in the Internal Quality Assurance of Assessment Processes and Practices
- Certificate in Leading the Internal Quality Assurance of Assessment Processes and
Practices
Support for Candidates
Materials produced by centres to support candidates should:
- enable them to track their achievements as they progress through the learning
outcomes and assessment criteria;
- provide information on where ProQual’s policies and procedures can be viewed;
- provide a means of enabling Internal and External Quality Assurance staff to
authenticate evidence
Assessment
This suite of qualifications are competence-based, candidates must demonstrate the level of
competence described in the units. Assessment is the process of measuring a candidate’s
skill, knowledge and understanding against the standards set in the qualification.
The qualifications must be assessed by an appropriately experienced and qualified assessor.
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Each candidate is required to produce a portfolio of evidence which demonstrates their
achievement of all of the learning outcomes and assessment criteria for each unit.
Evidence can include: – observation report by assessor
– assignments/projects/reports
– professional discussion
– witness testimony
– candidate product
– worksheets
– record of oral and written questioning
– Recognition of Prior Learning
Learning outcomes set out what a candidate is expected to know, understand or be able to
do.
Assessment criteria specify the standard a candidate must meet to show the learning
outcome has been achieved.
Learning outcomes and assessment criteria can be found from page 10 in this document.
Internal Quality Assurance
An internal quality assurance verifier confirms that assessment decisions made in centres
are made by competent and qualified assessors, that they are the result of sound and fair
assessment practice and that they are recorded accurately and appropriately.
Adjustments to Assessment
Adjustments to standard assessment arrangements are made on the individual needs of
candidates. ProQual’s Reasonable Adjustments Policy and Special Consideration Policy sets
out the steps to follow when implementing reasonable adjustments and special
considerations and the service that ProQual provides for some of these arrangements.
Centres should contact ProQual for further information or queries about the contents of the
policy.
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Results Enquiries and Appeals
All enquiries relating to assessment or other decisions should be dealt with by centres, with
reference to ProQual’s Enquiries and Appeals Procedures.
Certification
Candidates who achieve the required credits for qualifications will be awarded:
- A certificate listing all units achieved with their related credit value, and
- A certificate giving the full qualification title –
ProQual Level 3 Diploma in Business Administration
Claiming certificates
Centres may claim certificates for candidates who have been registered with ProQual and
who have successfully achieved the required number of credits for a qualification. All
certificates will be issued to the centre for successful candidates.
Unit certificates
If a candidate does not achieve all of the units/credits required for a qualification, the centre
may claim a unit certificate for the candidate which will list all of the units/credits achieved.
Replacement certificates
If a replacement certificate is required a request must be made to ProQual in writing.
Replacement certificates are labelled as such and are only provided when the claim has
been authenticated. Refer to the Fee Schedule for details of charges for replacement
certificates.
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Learning Outcomes and Assessment Criteria
Unit D/506/1942
Principles of business
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand business markets 1.1 Explain the characteristics of different business markets
1.2 Explain the nature of interactions between businesses
within a market
1.3 Explain how an organisation’s goals may be shaped by the
market in which it operates
1.4 Describe the legal obligations of a business
2 Understand business innovation
and growth
2.1 Define business innovation
2.2 Explain the uses of models of business innovation
2.3 Identify sources of support and guidance for business
innovation
2.4 Explain the process of product or service development
2.5 Explain the benefits, risks and implications associated with
innovation
3 Understand financial
management
3.1 Explain the importance of financial viability for an
organisation
3.2 Explain the consequences of poor financial management
3.3 Explain different financial terminology
4 Understand business budgeting 4.1 Explain the uses of a budget
4.2 Explain how to manage a budget
5 Understand sales and marketing 5.1 Explain the principles of marketing
5.2 Explain a sales process
5.3 Explain the features and uses of market research
5.4 Explain the value of a brand to an organisation
5.5 Explain the relationship between sales and marketing
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Unit R/506/1940
Principles of business communication and information
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand negotiation in a
business environment
1.1 Explain the importance of negotiation in a business
environment
1.2 Explain the features and uses of different approaches to
negotiation
1.3 Identify the components of negotiation tactics
2 Understand how to develop and
deliver presentations
2.1 Explain the different types of presentation and their
requirements
2.2 Explain how different resources can be used to develop a
presentation
2.3 Explain different methods of giving presentations
2.4 Explain best practice in delivering presentations
2.5 Explain how to collect and use feedback on a
presentation
3 Understand how to create bespoke
business documents
3.1 Explain the characteristics of bespoke documents
3.2 Explain the factors to be taken into account in creating
and presenting bespoke documents
3.3 Explain the legal requirements and procedures for
gathering information for bespoke documents
3.4 Explain techniques to create bespoke business
documents
3.5 Explain how to gain approval of bespoke documents
4 Understand information systems in
a business environment
4.1 Explain the typical stages of information system
development
4.2 Analyse the benefits and limitations of different
information systems
4.3 Explain legal, security and confidentiality requirements
for information systems in a business environment
4.4 Explain how to monitor the use and effectiveness of an
information system
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Unit Y/506/1910
Communicate in a business environment
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand business
communication models, systems
and processes
1.1 Analyse the communication needs of internal and external
stakeholders
1.2 Analyse the different communication models that support
administration
1.3 Evaluate the effectiveness of different communication
systems
1.4 Explain the factors that affect the choice of
communication media
1.5 Explain the importance of using correct grammar,
sentence structure, punctuation, spelling and conventions
in business communications
1.6 Explain the factors to be taken into account in planning
and structuring different communication media
1.7 Explain ways of overcoming barriers to communication
1.8 Explain the use of communications theories and body
language
1.9 Explain proof-reading techniques for business
communications
2 Be able to communicate in writing
in business
2.1 Identify the purpose and audience of the information to be
communicated
2.2 Select communication media that are appropriate to the
audience and information to be communicated
2.3 Present information in the format, layout and style that is
appropriate to the information to be communicated
2.4 Follow agreed business practices when communicating in
writing
2.5 Adapt the style and content of a communication,
appropriate to specific audiences
2.6 Present written communications that are clear, expressed
in correct grammar and reflect what is intended
2.7 Meet agreed deadlines in communicating with others
3 Be able to communicate verbally
in business
3.1 Identify the nature, purpose, audience and use of the
information to be communicated
3.2 Use language that is correct and appropriate for the
audience’s needs
3.3 Use appropriate body language and tone of voice to
reinforce messages
3.4 Identify the meaning and implications of information that
is communicated verbally
3.5 Confirm that a recipient has understood correctly what has
been communicated
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Learning Outcome – The learner
will: Assessment Criterion – The learner can:
3.6 Respond in a way that is appropriate to the situation and
in accordance with organisational policies and standards
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Unit Y/506/1941
Principles of administration
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand how to manage an
office facility
1.1 Explain the legal requirements relating to the
management of office facilities
1.2 Describe the typical services provided by an office facility
1.3 Explain how to establish office management procedures
1.4 Explain how to manage office resources
1.5 Explain techniques to monitor and manage work flows
1.6 Explain typical support and welfare facilities for office
workers
2 Understand health and safety in a
business environment
2.1 Explain the legal obligations of the employer for health
and safety in the workplace
2.2 Explain an individual’s responsibilities for health and
safety in the workplace
2.3 Describe accident and emergency procedures
3 Understand how to take minutes
of meetings
3.1 Explain the purpose of meeting minutes
3.2 Explain the legal implications of meeting minutes
3.3 Explain the importance of accuracy in minute taking
3.4 Describe what should and should not be included in
different types of meeting minutes
3.5 Describe how to take notes during meetings
4 Understand how to chair, lead and
manage meetings
4.1 Explain the features and purpose of different types of
formal and informal meeting
4.2 Explain the role and responsibilities of the chair
4.3 Explain the role of others in a meeting
4.4 Explain techniques to facilitate a meeting
4.5 Explain the information requirements of a meeting
before, during and after a meeting
5 Understand how to supervise an
administration team
5.1 Explain the use of targets and budgets to manage
workloads
5.2 Explain how to allocate work to individual team members
5.3 Explain different quality management techniques to
manage the performance of an administrative team
5.4 Explain the techniques used to identify the need for
improvements in team outputs and standards
6 Understand how to organise
events
6.1 Explain the characteristics, requirements and purposes of
different types of events
6.2 Explain the types of information and information sources
needed to organise an event
6.3 Explain how to plan an event
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Learning Outcome – The learner
will: Assessment Criterion – The learner can:
6.4 Explain how to identify the right resources from an event
plan
6.5 Describe the likely types of information needed by
delegates before, during and after an event
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Unit T/506/2952
Manage personal and professional development
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Be able to identify personal and
professional development
requirements
1.1 Compare sources of information on professional
development trends and their validity
1.2 Identify trends and developments that influence the
need for professional development
1.3 Evaluate their own current and future personal and
professional development needs relating to the role,
the team and the organisation
2 Be able to fulfil a personal and
professional development plan
2.1 Evaluate the benefits of personal and professional
development
2.2 Explain the basis on which types of development
actions are selected
2.3 Identify current and future likely skills, knowledge and
experience needs using skills gap analysis
2.4 Agree a personal and professional development plan
that is consistent with business needs and personal
objectives
2.5 Execute the plan within the agreed budget and
timescale
2.6 Take advantage of development opportunities made
available by professional networks or professional
bodies
3 Be able to maintain the relevance of
a personal and professional
development plan
3.1 Explain how to set specific, measurable, achievable,
realistic and time-bound (SMART) objectives
3.2 Obtain feedback on performance from a range of valid
sources
3.3 Review progress toward personal and professional
objectives
3.4 Amend the personal and professional development
plan in the light of feedback received from others
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Level 3 Diploma in Business Administration
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Unit A/506/1916
Contribute to the development and implementation of an
information system
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the design and
implementation of an
information system
1.1 Explain the types of information to be managed by a system
1.2 Explain how information will be used and by whom
1.3 Explain who needs to be consulted in the design and
implementation of an information system and why
1.4 Explain the impact of legal and organisational security and
confidentiality requirements for the design and
implementation of an information system
2 Be able to contribute to the
development of an information
system
2.1 Confirm the purpose, use and features of an information
system
2.2 Identify the information that will be managed by the system
2.3 Confirm requirements for reporting information
2.4 Recommend the functions that will be used to manipulate
and report information
2.5 Develop guidance for the use of an information system that
is accurate and easy to understand
2.6 Recommend user access and security levels for the
information system
2.7 Make contributions to the development of an information
system that are consistent with business objectives and
values and within budgetary constraints
2.8 Participate in system tests in accordance with the
specification
3 Be able to contribute to the
implementation of an
information system
3.1 Implement the information system in accordance with the
plan, minimising disruption to business
3.2 Confirm that staff are trained to use the system prior to its
launch
3.3 Resolve or report problems or faults with the information
system within the limits of their own authority
3.4 Adhere to organisational policies and procedures, and legal
and ethical requirements in the implementation of an
information system
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Level 3 Diploma in Business Administration
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Unit D/506/1911
Contribute to the improvement of business performance
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the principles of
resolving business problems
1.1 Explain the use of different problem-solving techniques
1.2 Explain the organisational and legal constraints relating to
problem-solving
1.3 Describe the role of stakeholders in problem-solving
1.4 Describe the steps in the business decision-making process
1.5 Analyse the implications of adopting recommendations and
implementing decisions to solve business problems
2 Understand improvement
techniques and processes
2.1 Describe the purpose and benefits of continuous
improvement
2.2 Analyse the features, use and constraints of different
continuous improvement techniques and models
2.3 Explain how to carry out a cost-benefit analysis
2.4 Explain the importance of feedback from customers and
other stakeholders in continuous improvement
3 Be able to solve problems in
business
3.1 Identify the nature, likely cause and implications of a
problem
3.2 Evaluate the scope and scale of a problem
3.3 Analyse the possible courses of action that can be taken in
response to a problem
3.4 Use evidence to justify the approach to problem-solving
3.5 Develop a plan and success criteria that are appropriate to
the nature and scale of a problem
3.6 Obtain approval to implement a solution to a problem
3.7 Take action to resolve or mitigate a problem
3.8 Evaluate the degree of success and scale of the implications
of a solved problem
4 Be able to contribute to the
improvement of activities
4.1 Identify the nature, scope and scale of possible
contributions to continuous improvement activities
4.2 Measure changes achieved against existing baseline data
4.3 Calculate performance measures relating to cost, quality
and delivery
4.4 Justify the case for adopting improvements identified with
evidence
4.5 Develop standard operating procedures and resource plans
that are capable of implementing agreed changes
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Level 3 Diploma in Business Administration
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Unit F/506/1920
Administer parking and traffic challenges, representations and civil
parking appeals
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the administration of
parking and traffic challenges
1.1 Explain the provisions and constraints of relevant
legislation, codes of practice, Traffic Regulation Orders
and the Data Protection Act
1.2 Explain how to access, use and interpret the information
needed to process challenges, representations and Civil
Parking Notice (CPN) appeals
1.3 Evaluate the importance of keeping accurate and up to
date records of information and decisions
1.4 Explain how to validate information in the administration
of parking and traffic challenges
1.5 Explain the features and use of specialist software to
process and record challenges, representations and CPN
appeals
1.6 Explain the types of internal evidence needed to support
reliable decisions for the administration of parking and
traffic challenges
1.7 Explain when and why it may be appropriate to reactivate
the enforcement process
2 Be able to process the receipt of
challenges, representations and
CPN appeals
2.1 Record the receipt of written challenges, representations
and CPN appeals
2.2 Confirm that the information is complete, accurate,
consistent and valid
2.3 Decide whether to allow or uphold the appeal against
recognised eligibility criteria
2.4 Provide accurate advice and information on the progress
and outcome of the case
3 Be able to respond to challenges,
representations and CPN appeals
3.1 Confirm that the information is complete, accurate,
consistent and valid
3.2 Suspend the enforcement process while cases are being
investigated
3.3 Obtain additional evidence where gaps are identified
3.4 Seek appropriate advice on cases beyond their level of
authority
3.5 Refer cases beyond their level of authority to the right
person
3.6 Inform customers of the decision and possible courses of
action they can take within the agreed timescale
3.7 Adhere to organisational policies and procedures, and
legal and ethical requirements when responding to
challenges, representations and CPN appeals
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Level 3 Diploma in Business Administration
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Unit H/506/1912
Negotiate in a business environment
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the principles
underpinning negotiation
1.1 Describe the requirements of a negotiation strategy
1.2 Explain the use of different negotiation techniques
1.3 Explain how research on the other party can be used in
negotiations
1.4 Explain how cultural differences might affect negotiations
2 Be able to prepare for
business negotiations
2.1 Identify the purpose, scope and objectives of the negotiation
2.2 Explain the scope of their own authority for negotiating
2.3 Prepare a negotiating strategy
2.4 Prepare fall-back stances and compromises that align with the
negotiating strategy and priorities
2.5 Assess the likely objectives and negotiation stances of the
other party
2.6 Research the strengths and weaknesses of the other party
3 Be able to carry out business
negotiations
3.1 Carry out negotiations within responsibility limits in a way that
optimises opportunities
3.2 Adapt the conduct of the negotiation in accordance with
changing circumstances
3.3 Maintain accurate records of negotiations, outcomes and
agreements made
3.4 Adhere to organisational policies and procedures, and legal
and ethical requirements when carrying out business
negotiations
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Level 3 Diploma in Business Administration
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Unit J/506/1918
Evaluate provision of business travel or accommodation
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the provision of business
travel or accommodation
arrangements
1.1 Explain the factors to be taken into account in setting
evaluation criteria for the provision of business travel
or accommodation
1.2 Explain different travel or accommodation-related
needs and services
1.3 Explain different arrangements that could be made for
the provision of business travel or accommodation
1.4 Explain the scope of legal and organisational security
and confidentiality requirements relating to business
travel or accommodation
2 Be able to evaluate the quality of
organisational business travel or
accommodation arrangements
2.1 Assess the performance of providers of travel or
accommodation against agreed criteria
2.2 Identify instances of exceptional and inadequate
performance
2.3 Evaluate the benefits and limitations of existing
arrangements for organising business travel or
accommodation and their implications
2.4 Identify alternative potential providers and ways of
providing travel or accommodation
3 Be able to recommend
improvements to organisational
business travel or accommodation
arrangements
3.1 Produce costed plans that set out different options,
their benefits, limitations and implications
3.2 Shortlist alternative potential providers of business
travel or accommodation against agreed criteria
3.3 Adhere to organisational policies and procedures, and
legal and ethical requirements when recommending
improvements to arrangements for business travel or
accommodation
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Level 3 Diploma in Business Administration
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Unit K/506/1913
Develop a presentation
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to develop
a presentation
1.1 Explain best practice in developing presentations
1.2 Explain who needs to be consulted on the development of a
presentation
1.3 Explain the factors to be taken into account in developing a
presentation
1.4 Analyse the advantages and limitations of different
communication media
2 Be able to develop a
presentation
2.1 Identify the purpose, content, style, timing and audience for a
presentation
2.2 Select a communication media that is appropriate to the nature
of a presentation, message and audience
2.3 Tailor a presentation to fit the timescale and audience’s needs
2.4 Prepare a presentation that is logically structured, summarises
the content and addresses the brief
2.5 Take action to ensure that a presentation adheres to
organisational guidelines and policies
2.6 Develop materials that support the content of a presentation
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Level 3 Diploma in Business Administration
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Unit K/506/1944
Manage an office facility
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the
management of an office
facility
1.1 Explain the requirements of establishing and implementing
office management procedures
1.2 Explain how to manage the effectiveness of work and systems
1.3 Explain how to manage any constraints attached to office
facilities and related budgets
1.4 Explain the factors to be taken into account in the design of
office systems, procedures and guidance documents
1.5 Explain how to create an environment that is conducive to
productive work
2 Be able to manage and
maintain an office facility
2.1 Maintain equipment and consumables to agreed levels
2.2 Establish systems to evaluate the effectiveness of office
systems and procedures
2.3 Review the effectiveness of office systems and procedures to
meet users’ needs, adapting them to meet changing demands
2.4 Manage the maintenance of office equipment to meet users’
needs and expectations
2.5 Manage effective relationships with suppliers
2.6 Take action to ensure that administrative services are provided
to agreed standards
ProQual, November 2017
Level 3 Diploma in Business Administration
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Unit L/506/1919
Provide administrative support in schools
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand administration within
a school environment
1.1 Analyse the scope, use and requirements of a school
administrative system
1.2 Explain how their own role contributes to the
achievement of a school’s goals
1.3 Describe the policy context, issues and initiatives that
affect the work of a school administrator
1.4 Explain a school’s administration policy and procedures
for dealing with others
1.5 Explain the requirements and procedures for dealing with
child protection and student welfare
1.6 Explain when it may be appropriate to override the
requirement to maintain confidentiality
2 Be able to provide administrative
services
2.1 Build positive working relationships with others
2.2 Present a professional and friendly image in line with
school policy
2.3 Coordinate the content and publishing of documents in
accordance with the brief
2.4 Organise trips, events, placements, secondments or work
experience in accordance with the brief
2.5 Maintain facilities to the required standard
2.6 Adhere to organisational policies and procedures, and
legal and ethical requirements when providing
administrative services
3 Be able to operate school
administrative systems and
procedures
3.1 Maintain accurate records
3.2 Maintain the currency of registers, licences and contracts
3.3 Present reports and statistical returns on time in the
agreed format
3.4 Select analysis and evaluation techniques that are
appropriate to the purpose of the report and the nature of
the information
ProQual, November 2017
Level 3 Diploma in Business Administration
25
Unit L/506/1936
Build legal case files
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to build
legal case files
1.1 Explain the administrative requirements of the different legal
areas being administered
1.2 Explain the scope and limits of their own responsibilities and
authority
1.3 Explain the requirements of the duty of confidentiality
1.4 Explain how to identify shortfalls in evidence and materials
1.5 Explain the features and uses of different interviewing techniques
1.6 Explain the use of specialist software for processing legal cases
1.7 Explain how to access and use sources of information and
evidence
1.8 Explain the potential consequences of not meeting deadlines
when building a legal case file
2 Be able to build case files 2.1 Identify gaps in evidence and materials needed
2.2 Carry out interviews in accordance with the principles of best
practice in communication and interviewing
2.3 Obtain evidence and materials needed to complete the file
2.4 Generate correspondence that conforms with the house style and
regulatory requirements
2.5 Submit cases on time in line with internal and external deadlines
2.6 Complete follow-up actions in accordance with the instructions
2.7 Adhere to organisational policies and procedures, and legal and
ethical requirements when building case files
ProQual, November 2017
Level 3 Diploma in Business Administration
26
Unit M/506/1914
Deliver a presentation
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles
underpinning the delivery of
presentations
1.1 Analyse the advantages and limitations of different
methods of, and media for, making presentations
1.2 Explain how the type and size of the audience affects
the delivery of a presentation
1.3 Explain the factors to be taken into account in
developing contingency plans when delivering
presentations
1.4 Explain voice projection and timing techniques when
delivering presentations
1.5 Explain the factors to be taken into account in
responding to questions from an audience
1.6 Explain different methods for evaluating the
effectiveness of a presentation
2 Be able to prepare to deliver a
presentation
2.1 Confirm the layout of the venue and correct functioning
of equipment and resources prior to making a
presentation
2.2 Develop contingency plans for potential equipment and
resource failure
2.3 Take action to ensure that the presentation fits the time
slot available
3 Be able to deliver a presentation 3.1 Speak clearly and confidently, using language that is
appropriate for the topic and the audience
3.2 Vary their voice tone, pace and volume appropriately
when delivering a presentation
3.3 Use body language in a way that reinforces messages
3.4 Use equipment and resources effectively when
delivering a presentation
3.5 Deliver a presentation within the agreed timeframe
3.6 Respond to questions in a way that meets the
audience’s needs
3.7 Evaluate the effectiveness of a presentation
ProQual, November 2017
Level 3 Diploma in Business Administration
27
Unit M/506/1945
Analyse and present business data
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the analysis and
presentation of business data
1.1 Explain the uses and limitations of primary and secondary
data
1.2 Explain the uses and limitations of quantitative and
qualitative data
1.3 Evaluate the issues relating to the validity and reliability of
data and its analysis
1.4 Explain the use of IT tools to carry out research
1.5 Assess the risks attached to making judgments based on
limited or unrepresentative samples
1.6 Assess the risks attached to generalizing research findings
1.7 Explain different formats and techniques for the
presentation of the analysis
2 Be able to analyse quantitative
and qualitative business data
2.1 Agree the parameters of the analysis
2.2 Clarify any ethical requirements of the analysis
2.3 Organise the data in a way that will facilitate its analysis
2.4 Select valid and reliable data analysis methods and
techniques that are appropriate to the data and analysis
objectives
2.5 Apply analytical techniques that are appropriate to the
purpose of the research and the nature of the data
2.6 Confirm the accuracy of data analysis and make necessary
adjustments
2.7 Draw conclusions that are valid and supported by evidence
3 Be able to present the analysis of
business data
3.1 Present data in the agreed reporting format and house style
3.2 Acknowledge the limitations of the analysis
3.3 Reference data sources
ProQual, November 2017
Level 3 Diploma in Business Administration
28
Unit R/506/1923
Administer statutory parking and traffic appeals
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the administration of
statutory parking and traffic
appeals
1.1 Explain the requirements, rules and constraints of
relevant legislation, codes of practice and the Data
Protection Act
1.2 Explain the grounds on which someone may appeal and
on which they may file a statement of truth
1.3 Explain the evidence needed to carry out an
investigation
1.4 Explain how to validate information for statutory
parking and traffic appeals
1.5 Explain the requirements for preparing and presenting a
case summary
1.6 Explain the preparations and codes of conduct relating
to attending a hearing for statutory parking and traffic
appeals
1.7 Describe the actions needed to close a case and refund
fees
1.8 Explain who needs to be informed of the outcomes of a
statutory appeal and why
1.9 Explain the features of specialist software to process
and record statutory appeals
1.10 Explain the potential consequences of not acting within
the given deadline
1.11 Explain when and why an appeal may be referred by an
adjudicator to an independent person to consider
mitigation
1.12 Explain the actions needed to reactivate the recovery
process after the failure of statutory parking and traffic
appeals
2 Be able to prepare case evidence
for statutory parking and traffic
appeals
2.1 Record the receipt of statutory appeal notifications or
revocation orders
2.2 Confirm that the information is accurate and consistent
2.3 Notify the right person of any discrepancies
2.4 Meet the requirements of the deadline
3 Be able to investigate cases for
statutory appeals
3.1 Confirm that the information supplied is accurate, valid
and reliable
3.2 Obtain additional evidence where gaps are identified
3.3 Refer cases beyond their own level of authority to the
right person
3.4 Make and record decisions in statutory appeal cases on
the basis of the evidence provided
ProQual, November 2017
Level 3 Diploma in Business Administration
29
Learning Outcome – The learner will: Assessment Criterion – The learner can:
3.5 Keep the adjudicator and appellant or respondent
informed of progress and outcomes
3.6 Adhere to organisational policies and procedures, and
legal and ethical requirements when investigating cases
for statutory appeals
4 Be able to contest statutory
parking and traffic appeals
4.1 Prepare a case summary in accordance with
organisational guidelines and codes of practice
4.2 Collate, label and present documentation in the format
required by the appeals service
4.3 Respond promptly to requests for further information
4.4 Inform everyone who needs to know of the outcomes of
a statutory appeal
4.5 Keep accurate records of information and decisions
made
ProQual, November 2017
Level 3 Diploma in Business Administration
30
Unit T/506/1915
Create bespoke business documents
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand how to create
bespoke business documents
1.1 Explain the use of bespoke business documents
1.2 Describe the factors to be taken into account in selecting the
appropriate method of presenting a business document
1.3 Describe the use of technology to create bespoke business
documents
1.4 Explain the purpose and requirements of corporate identity
in bespoke business documents
1.5 Analyse different design techniques used to create attractive
bespoke business documents
1.6 Explain the factors to be taken into account in evaluating the
impact of bespoke business documents
2 Be able to design bespoke
business documents
2.1 Confirm the purpose, nature, content, style, quality
standards, audience and deadline of the document
2.2 Identify the optimum method of presenting the document
2.3 Create design options that meet the specification
2.4 Take into account feedback from stakeholders
3 Be able to create bespoke
business documents
3.1 Include content that meets the brief, is accurate and
grammatically correct
3.2 Use design techniques to create documents that meet the
specification
3.3 Integrate non-text items into the agreed layout
3.4 Present documents within the agreed timescale
ProQual, November 2017
Level 3 Diploma in Business Administration
31
Unit T/506/1932
Administer parking and traffic debt recovery
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the parking and
traffic debt recovery process
1.1 Explain the requirements, rules and constraints of relevant
legislation, codes of practice and the Data Protection Act
1.2 Explain the criteria, policy and procedures relating to debt
recovery
1.3 Analyse the role of the Traffic Enforcement Centre and
magistrates’ court in the debt recovery process
1.4 Explain the requirements of debt recovery documentation
1.5 Explain the features and benefits of different investigation
techniques
1.6 Explain who needs to be informed of the outcomes of the
debt recovery process and why
1.7 Explain the actions to be taken at each stage of the debt
recovery process
1.8 Explain the potential consequences of an inadequate audit
trail
1.9 Explain the actions needed to close a debt recovery case
2 Be able to administer the
parking and traffic debt
recovery process
2.1 Monitor the quality of the data to be registered at the Traffic
Enforcement Centre or magistrates’ court
2.2 Serve debt recovery documentation in accordance with
organisational policy and relevant legislation
2.3 Prepare case evidence in accordance with organisational
policy and relevant legislation
2.4 Make decisions on the basis of the evidence within the limits
of their own authority
2.5 Inform everyone who needs to know of the progress and
outcomes of the case
2.6 Monitor the performance of debt recovery agents
2.7 Take prompt action in the event of problems arising in the
debt recovery process
2.8 Keep accurate and up-to-date records of actions and decisions
taken
2.9 Adhere to organisational policies and procedures, and legal
and ethical requirements when administering the parking and
traffic debt recovery process
ProQual, November 2017
Level 3 Diploma in Business Administration
32
Unit Y/506/1938
Manage legal case files
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the
management of legal case
files
1.1 Explain the administrative requirements of the different legal
areas being administered
1.2 Explain the scope and limits of their own responsibilities and
authority
1.3 Explain the requirements of the duty of confidentiality
1.4 Describe the structure, format and contents of a case file
1.5 Explain how to validate information when managing a legal case
file
1.6 Explain the requirements of processing appeals
1.7 Explain the potential consequences of not meeting internal and
external deadlines when managing a legal case file
2 Be able to manage case
files
2.1 Plan the management of a case file to meet deadlines
2.2 Identify the location of required documents and materials
2.3 Take action to ensure the file contains accurate and up-to-date
information, documents and materials and is secure
2.4 Take action to ensure court bundles are prepared correctly
2.5 Generate correspondence and documents that conform with the
requirements of house style and legal and procedural
requirements
2.6 Submit documents on time
2.7 Process and record the hearing outcomes in accordance with
organisational and procedural requirements
2.8 Close and archive files in accordance with organisational and
regulatory requirements
2.9 Keep fee-earners informed of actions taken, progress,
developments and problems
2.10 Adhere to organisational policies and procedures, and legal and
ethical requirements when managing case files
ProQual, November 2017
Level 3 Diploma in Business Administration
33
Unit A/506/1883
Administer the recruitment and selection process
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the
recruitment and selection
process
1.1 Explain the different administrative requirements of internal and
external recruitment
1.2 Describe the uses of a job description and a person specification
1.3 Explain the administrative requirements of different methods of
selection
1.4 Explain the requirements of different pre-employment checks to
be carried out
1.5 Explain what information needs to be communicated to successful
and unsuccessful applicants at each stage of the recruitment and
selection process
1.6 Explain the requirements of confidentiality, data protection and
system security
2 Be able to administer the
recruitment process
2.1 Check that the job or role details are correct and are in accordance
with the brief
2.2 Place job advertisements in the agreed media in accordance with
the timescales
2.3 Record applicant responses within the timescale
2.4 Provide requested information to applicants in accordance with
organisational policies and procedures
2.5 Adhere to organisational policies and procedures, legal and ethical
requirements
3 Be able to administer the
selection process
3.1 Invite shortlisted applicants to participate in the selection process
in accordance with organisational procedures
3.2 Co-ordinate selection arrangements in accordance with the brief
3.3 Carry out agreed pre-employment checks within the agreed
timescale
3.4 Inform applicants of the outcome of their application in
accordance with organisational policies and procedures
3.5 Keep selection records up-to-date
ProQual, November 2017
Level 3 Diploma in Business Administration
34
Unit D/506/1813
Handle mail
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to deal
with mail
1.1 Explain how to deal with “junk” mail
1.2 Describe what to do in the event of problems arising when dealing
with incoming or outgoing mail
1.3 Describe how to operate a franking machine
1.4 Explain how to prepare packages for distribution
1.5 State organisational policies and procedures on mail handling,
security and the use of courier services
1.6 Explain the process for reporting suspicious or damaged items in
accordance with organisational procedures
2 Be able to deal with
incoming mail
2.1 Sort incoming mail in line with organisational procedures
2.2 Distribute incoming mail and packages to the right people according
to the agreed schedule
2.3 Deal with incorrectly addressed and “junk” mail in accordance with
organisational procedures
3 Be able to deal with
outgoing mail
3.1 Organise the collection of outgoing mail and packages on time
3.2 Identify the best option for dispatching mail according to the
required degree of urgency, size and value of the item
3.3 Dispatch outgoing mail on time
ProQual, November 2017
Level 3 Diploma in Business Administration
35
Unit D/506/1875
Organise business travel or accommodation
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the organisation of
business travel or accommodation
for others
1.1 Explain any budgetary or policy constraints relating to
business travel or accommodation
1.2 Describe financial arrangements relating to business travel
or accommodation
1.3 Explain how to make arrangements for visas and related
foreign travel documentation
1.4 Describe the procedures for obtaining or exchanging
foreign currency
2 Be able to research business
travel or accommodation options
for others
2.1 Identify different suppliers that are capable of delivering
the services required within budget
2.2 Recommend travel or accommodation arrangements that
best meet the requirements
2.3 Recommend suppliers of travel or accommodation that
best meet the requirements
3 Be able to make business travel or
accommodation arrangements for
others
3.1 Confirm the requirements for travel or accommodation
3.2 Agree arrangements that specify any limitations,
prohibitions or responsibilities and which meet the
requirements
3.3 Prepare and issue itinerary/schedule documentation that
reflect agreed arrangements accurately
3.4 Obtain travel or accommodation documentation within
the required timescale
3.5 Confirm the acceptability of payments to be made within
the limits of their own authority
3.6 Keep up-to-date records of travel or accommodation
arrangements and agreed commitments
3.7 Adhere to organisational policies and procedures, legal
and ethical requirements when making business travel or
accommodation arrangements for others
ProQual, November 2017
Level 3 Diploma in Business Administration
36
Unit H/506/1876
Provide administrative support for meetings
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the administration of
meetings
1.1 Describe the purpose of the meeting and who needs to
attend
1.2 Explain why it is important to have a minimum number of
attendees for a meeting
1.3 Explain ways to achieve maximum attendance at
meetings
1.4 Explain the access, health, safety and security
requirements relating to meetings
1.5 Describe how to set up the resources needed for a
meeting
1.6 Explain the responsibilities of the meeting chair and
meeting secretary
1.7 Explain the difference between formal and informal
meetings
1.8 Explain the legal implications of formal meetings
2 Be able to make administrative
preparations for meetings
2.1 Book meeting venue, resources, and facilities in
accordance with the brief
2.2 Collate documents needed for a meeting
2.3 Distribute meeting invitations, documents and other
meeting-related requirements within the timescale
2.4 Confirm meeting attendees and any special requirements
3 Be able to support the
administration of meetings
3.1 Take action to ensure that the equipment allocated for
use at a meeting functions correctly
3.2 Provide support to meetings in accordance with requests
3.3 Ensure the venue is restored to the required conditions
after the meeting
3.4 Distribute meeting records promptly to the agreed
distribution list
3.5 Carry out any follow-up actions in accordance with the
brief
ProQual, November 2017
Level 3 Diploma in Business Administration
37
Unit K/506/1815
Prepare text from notes using touch typing
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to create
text from notes
1.1 Explain the importance of confirming the purpose of the text and
intended audience
1.2 Describe the problems that may occur in transcribing notes
written by others
1.3 Explain the consequences of incorrect spelling, punctuation,
grammar and sentence structure, and inaccurate content
1.4 Explain how technology features can help to create, format and
check the accuracy of text
1.5 Describe ways of checking produced texts for accuracy and
correctness
1.6 Describe organisational procedures for the storage, security and
confidentiality of information
2 Be able to produce text
using touch typing
2.1 Agree the purpose, format and deadlines for texts
2.2 Touch type texts at the speed and level of accuracy required by
the organisation
2.3 Check that the text is accurate and the meaning is clear and
correct
2.4 Store texts and original notes safely and securely following
organisational procedures
2.5 Present texts in the required formats and within the agreed
timescales
ProQual, November 2017
Level 3 Diploma in Business Administration
38
Unit L/506/1869
Contribute to the organisation of an event
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand event
organisation
1.1 Explain the roles, responsibilities and accountabilities of
individuals involved in the event
1.2 Explain the purpose and features of different types of events
1.3 Describe the type of resources needed for different types of
events
1.4 Describe the different needs attendees may have and how to
meet these
1.5 Explain the requirements of health, safety and security when
organising events
1.6 Describe the types of problems that may occur during events and
how to deal with them
2 Be able to carry out preevent actions
2.1 Identify venue requirements for an event
2.2 Obtain resources within the agreed timescales
2.3 Distribute pre-event documentation to delegates in accordance
with the event plan
2.4 Co-ordinate attendee responses within the agreed timescale
2.5 Identify any special requirements of event attendees
3 Be able to set up an event 3.1 Set up layout and resources in accordance with the event plan
3.2 Confirm that all identified resources are in place and meet
requirements
3.3 Behave in a way that maintains organisational values and
standards
4 Be able to carry out postevent actions
4.1 Ensure the venue is restored to the required conditions in
accordance with the terms of the contract
4.2 Carry out follow-up actions in accordance with the event plan
and agreements made at the event
ProQual, November 2017
Level 3 Diploma in Business Administration
39
Unit L/506/1905
Employee rights and responsibilities
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the role of organisations
and industries
1.1 Explain the role of their own occupation within an
organisation and industry
1.2 Describe career pathways within their organisation and
industry
1.3 Identify sources of information and advice on an
industry, occupation, training and career pathway
1.4 Describe an organisation’s principles of conduct and
codes of practice
1.5 Explain issues of public concern that affect an
organisation and industry
1.6 Describe the types, roles and responsibilities of
representative bodies and their relevance to their own
role
2 Understand employers’ expectations
and employees’ rights and obligations
2.1 Describe the employer and employee statutory rights
and responsibilities that affect their own role
2.2 Describe an employer’s expectations for employees’
standards of personal presentation, punctuality and
behaviour
2.3 Describe the procedures and documentation that
protect relationships with employees
2.4 Identify sources of information and advice on
employment rights and responsibilities
ProQual, November 2017
Level 3 Diploma in Business Administration
40
Unit M/506/1816
Prepare text from shorthand
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to use
shorthand to create text
1.1 Explain the importance of confirming the purpose of the text
and intended audience
1.2 Describe techniques that may be used when taking shorthand
notes
1.3 Explain the consequences of incorrect spelling, punctuation,
grammar and sentence structure, and inaccurate content
1.4 Explain how technology features can help to create, format and
check the accuracy of text
1.5 Describe ways of checking produced texts for accuracy and
correctness
1.6 Describe organisational procedures for the storage, security and
confidentiality of information
2 Be able to use shorthand to
prepare text
2.1 Agree the purpose, format and deadlines for texts
2.2 Take dictation using shorthand at the speed required by the
organisation
2.3 Input and format text from shorthand notes
2.4 Check that text is accurate and the meaning is clear and correct
2.5 Store texts and original notes safely and securely following
organisational procedures
2.6 Present texts in the required formats and within the agreed
timescales
ProQual, November 2017
Level 3 Diploma in Business Administration
41
Unit M/506/1895
Buddy a colleague to develop their skills
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand how to buddy a
colleague
1.1 Describe what is expected of a buddy
1.2 Explain techniques to give positive feedback and constructive
criticism
1.3 Explain techniques to establish rapport with a buddy
2 Be able to plan to buddy a
colleague
2.1 Agree which aspects of a colleague’s work may benefit from
buddying
2.2 Confirm organisational requirements for standards of
behaviour, presentation, communication and performance
of a buddy colleague
2.3 Agree a schedule of meetings that minimise disruption to
business
2.4 Agree specific, measurable, achievable, realistic and timebound (SMART) buddying objectives
3 Be able to support a buddy
colleague carrying out work
activities
3.1 Remain unobtrusive while a buddy colleague carries out their
work activities
3.2 Provide examples of how to carry out tasks correctly
3.3 Identify instances of good practice and areas for
improvement through observation
3.4 Praise a buddy colleague on well completed tasks
3.5 Give constructive feedback on ways in which a buddy could
improve performance
3.6 Offer a buddy hints and tips based on personal experience
ProQual, November 2017
Level 3 Diploma in Business Administration
42
Unit R/506/1811
Store and retrieve information
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand information storage
and retrieval
1.1 Describe systems and procedures for storing and retrieving
information
1.2 Outline legal and organisational requirements for
information security and retention
1.3 Explain how to create filing systems to facilitate information
identification and retrieval
1.4 Explain how to use different search techniques to locate
and retrieve information
1.5 Describe what to do when problems arise when storing or
retrieving information
2 Be able to gather and store
information
2.1 Gather the information required within the agreed
timescale
2.2 Store files and folders in accordance with organisational
procedures
2.3 Store information in approved locations
2.4 Adhere to organisational policies and procedures, legal and
ethical requirements
3 Be able to retrieve information 3.1 Confirm information to be retrieved and its intended use
3.2 Retrieve the required information within the agreed
timescale
ProQual, November 2017
Level 3 Diploma in Business Administration
43
Unit R/506/1887
Administer parking dispensations
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the
administration of parking
dispensations
1.1 Explain the scope and limits of their own responsibilities and
authority in issuing parking dispensations
1.2 Describe the legal and regulatory requirements relating to
parking dispensations
1.3 Describe the parking dispensation eligibility criteria and checks
1.4 Describe organisational security and anti-fraud policies,
procedures and processes
1.5 Describe the features of software to manage the issues of
permits, season tickets, suspensions, dispensations or waivers
and blue badges
1.6 Explain where to go for help when dealing with parking
dispensations
2 Be able to process
applications for parking
dispensations
2.1 Advise customers of the eligibility criteria for parking
dispensations
2.2 Determine whether customers are eligible by matching the
case to the criteria
2.3 Clarify any areas of doubt or confusion with customers
2.4 Carry out relevant checks in accordance with organisational
procedures and legislative procedures
2.5 Record the reasons for the decision as to whether or not to
grant parking dispensations
2.6 Maintain the requirements of confidentiality and data
protection
3 Be able to issue parking
dispensations
3.1 Communicate the decision and return related paperwork on
parking dispensations to customers in accordance with
organisational procedures
3.2 Process payments and refunds in accordance with
organisational procedures
3.3 Keep records up-to-date
3.4 Adhere to organisational policies and procedures, legal and
ethical requirements
ProQual, November 2017
Level 3 Diploma in Business Administration
44
Unit R/506/1890
Administer finance
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand finance for
administrators
1.1 Describe organisational hierarchy and levels of authority for
financial transactions
1.2 Explain organisational systems for sales invoicing, purchasing,
payments and receipts
1.3 Describe the use of a purchase order, invoice, receipts and
expenses
2 Be able to administer
finance
2.1 Record income and expenditure in accordance with
organisational policies and procedures
2.2 Process purchase orders, invoices or expenses in accordance
with organisational policies and procedures
2.3 Process outgoing payments to the correct recipient
2.4 Accept or allocate incoming payments in accordance with
organisational policies
ProQual, November 2017
Level 3 Diploma in Business Administration
45
Unit T/506/1817
Prepare text from recorded audio instruction
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the preparation of
text from recorded notes
1.1 Explain the importance of confirming the purpose of the text
and intended audience
1.2 Describe the main features of the different types of
technology that can be used for playing back recordings
1.3 Explain how different speaking styles of those giving
dictation can affect outputs
1.4 Explain the consequences of incorrect spelling, punctuation,
grammar and sentence structure, and inaccurate content
1.5 Describe ways of checking produced texts for accuracy and
correctness
1.6 Describe organisational procedures for the storage, security
and confidentiality of information
2 Be able to prepare text from
recorded notes
2.1 Agree the purpose, format and deadlines for texts
2.2 Input and format text from audio recording
2.3 Check that text is accurate and the meaning is clear and
correct
2.4 Store texts and original recordings safely and securely
following organisational procedures
2.5 Present texts in the required formats and within the agreed
timescales
ProQual, November 2017
Level 3 Diploma in Business Administration
46
Unit T/506/1879
Administer human resource records
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the administration of
human resource (HR) records
1.1 Explain what HR-related information needs to be kept
and why
1.2 Explain the relationship of HR to other parts of an
organisation
1.3 Describe the impact of other organisations on HR
activities
1.4 Describe the features and uses of organisational
systems for managing human resource information
1.5 Explain the requirements of confidentiality, data
protection and system security
1.6 Describe the information to be provided for different
management reports
1.7 Explain the limits of their own authority in
administering HR records
1.8 Explain the implications of not keeping HR records upto-date
1.9 Explain the actions to be taken in the event of
problems arising or incomplete or inaccurate data
2 Be able to administer HR information 2.1 Keep HR records up-to-date
2.2 Process data in accordance with organisational
procedures
2.3 Provide information within the limits of confidentiality
2.4 Adhere to organisational policies and procedures, legal
and ethical requirements
ProQual, November 2017
Level 3 Diploma in Business Administration
47
Unit Y/506/1809
Produce business documents
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to prepare
business documents
1.1 Explain the requirements for language, tone, image and
presentation for different documents
1.2 Explain how to integrate images into documents
1.3 Describe how corporate identity impacts upon document
production
1.4 Explain the requirements of data protection, copyright and
intellectual property legislation relating to document production
1.5 Describe organisational procedures for version control
1.6 Describe security requirements relating to document production
2 Be able to prepare business
documents
2.1 Identify the purpose, audience, content, style, format and
deadlines of a document
2.2 Use document production resources in line with organisational
guidelines
2.3 Use correct grammar, spelling, punctuation and sentence
structure
2.4 Produce documents that meet the requirements within the
agreed timescale
3 Be able to distribute
business documents
3.1 Provide final documents in the appropriate medium for
authorised readers
3.2 Specify restrictions and distribution lists in accordance with the
requirements
3.3 Maintain the requirements of security in the production,
distribution and storage of documents
ProQual, November 2017
Level 3 Diploma in Business Administration
48
Unit Y/506/1812
Produce minutes of meetings
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to take
minutes of meetings
1.1 Explain the purpose of different types of minutes and other
meeting records
1.2 Explain the legal requirements of formal minutes
1.3 Describe organisational conventions for producing minutes
1.4 Describe the responsibilities of the minute taker in a meeting
1.5 Explain why it is important to maintain confidentiality of meetings,
discussions and actions
1.6 Explain why it is necessary to record who proposed and seconded
suggestions and changes
2 Be able to take notes of
meetings
2.1 Take accurate notes of the attendance, proceedings, areas of
discussion and agreed actions of meetings
2.2 Record allocated responsibilities for agreed actions
3 Be able to produce
minutes of meetings
3.1 Transcribe notes accurately into meeting minutes using correct
language, grammar, punctuation and sentence structure and in the
agreed style
3.2 Include agreed attachments or appendices
3.3 Obtain approval for the final documents
3.4 Distribute minutes to the agreed distribution list
3.5 Maintain the requirements of confidentiality
ProQual, November 2017
Level 3 Diploma in Business Administration
49
Unit D/506/1956
Resolve administrative problems
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles
underpinning the resolution of
administrative problems
1.1 Evaluate the effectiveness of different types of
information on an administrative function
1.2 Explain the basis for selecting tools, techniques and
strategies to analyse administrative functions
1.3 Explain the constraints attached to the use of
resources needed to resolve administrative problems
1.4 Explain how to apply risk assessment and
management techniques to identify and resolve
administrative problems
1.5 Analyse the effectiveness of different techniques
used to resolve administrative problems
2 Be able to identify administrative
problems
2.1 Collect information relevant to the administrative
problem
2.2 Use analytical techniques that are appropriate to the
administrative problem
2.3 Clarify whether an administrative problem is
recurrent, intermittent or a sole instance
2.4 Identify patterns of issues and problems
2.5 Identify the likely cause of an administrative problem
3 Be able to resolve administrative
problems
3.1 Select a strategy that is appropriate for the nature,
scale, seriousness and priority of the administrative
problem
3.2 Develop a plan that addresses the administrative
problem whilst minimising disruption to business
3.3 Identify success criteria that are capable of measuring
the effectiveness of solutions to solve administrative
problems
3.4 Implement a problem-solving plan within the agreed
timescale and constraints
3.5 Take action to ensure that systems and processes are
capable of preventing future reoccurrences
3.6 Evaluate the effectiveness of problem solving
activities
3.7 Adhere to organisational policies and procedures,
legal and ethical requirements when resolving
administrative problems
ProQual, November 2017
Level 3 Diploma in Business Administration
50
Unit H/506/1957
Prepare specifications for contracts
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles supporting
the preparation of specifications for
contracts
1.1 Explain the scope of contract specifications
1.2 Explain the roles and interests of those who should be
involved in a tender process
1.3 Analyse the legal implications of a range of types of
contracts and agreements
1.4 Explain the requirements of confidentiality and data
protection
1.5 Evaluate the risks associated with procurement and
tendering processes
1.6 Explain the basis for the design of a tender evaluation
process
2 Be able to prepare specifications for
contracts
2.1 Confirm the requirements for the contract
specification
2.2 Draft contract specifications that meet the
requirements including post-contractual requirements
2.3 Specify the parameters of the contract in line with the
requirements
2.4 Provide sufficient information to enable potential
suppliers to develop proposals that are capable of
meeting the specification
2.5 Define objective selection criteria to evaluate tender
proposals
2.6 Establish a selection process that meets organisational
requirements
2.7 Adhere to organisational policies and procedures,
legal and ethical requirements when preparing
specifications for contracts
ProQual, November 2017
Level 3 Diploma in Business Administration
51
Unit R/506/1954
Support environmental sustainability in a business environment
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles supporting
environmental sustainability in a
business environment
1.1 Describe current legislation in relation to
environmental sustainability in a business
environment
1.2 Explain government incentives that support
environmental sustainability in a business
environment
1.3 Analyse the relationship between environmental
sustainability and corporate social responsibility
1.4 Explain the health and safety considerations for
environmental sustainability and waste management
1.5 Explain techniques to evaluate the impact of an
organisation’s environmental and sustainability
policies and procedures
2 Be able to implement best practice in
environmental sustainability in a
business environment
2.1 Identify the environmental standards that are
relevant to an organisation
2.2 Evaluate the impact of an organisation’s business on
its environment
2.3 Promote a culture of efficient consumption of energy
in line with an organisation’s energy management
policies
2.4 Establish procedures to minimise waste and maximise
the recycling of materials
2.5 Establish procedures to meet hazardous waste
regulations
2.6 Adhere to organisational policies and procedures,
legal and ethical requirements when implementing
best practice in a business environment
ProQual, November 2017
Level 3 Diploma in Business Administration
52
Unit J/506/1935
Administer legal files
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the
administration of legal files
1.1 Explain the administrative requirements of the different legal
areas being administered
1.2 Explain the scope and limits of their own responsibilities and
authority
1.3 Explain the requirements of the duty of confidentiality
1.4 Explain the use of specialist software for processing legal cases
1.5 Explain the potential consequences of inadequate or inaccurate
record keeping
1.6 Describe the organisational and regulatory purpose and nature
of different legal checks and searches
1.7 Explain the organisational and regulatory purpose of a client
care letter
1.8 Explain how records of time spent on work are used
2 Be able to maintain a legal
file
2.1 Confirm that information on file is complete, accurate and valid
2.2 Process money received from clients in accordance with
organisational and regulatory requirements
2.3 Keep fee-earners informed of actions taken, progress,
developments and problems
2.4 Take action to ensure that files are correctly labelled and dated
including summaries of their contents
2.5 Generate correspondence that conform with the requirements
of house style
2.6 Record all time spent, costs and disbursements accurately
2.7 Generate accurate bills that conform with organisational and
regulatory requirements
2.8 Adhere to organisational policies and procedures, and legal and
ethical requirements when maintaining a legal file
3 Be able to close and archive
a legal file
3.1 Address any outstanding issues for a legal file
3.2 Prepare accurate final bills in accordance with organisational
and regulatory requirements
3.3 Take action to ensure that closed files contain all the necessary
documentation
3.4 Confirm whether any documents need to be added to the firm’s
precedent, knowledge or data bank
3.5 Close files in accordance with organisational standards and
procedures when the account shows a nil balance
3.6 Archive files in accordance with organisational and regulatory
requirements
ProQual, November 2017
Level 3 Diploma in Business Administration
53
Unit F/506/1917
Monitor information systems
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how
information systems
are used
1.1 Explain how the intended use of reports affects the choice of format
and language
1.2 Explain how the audience of reports affects the choice of format and
language
1.3 Explain the features of different problem-solving techniques related
to information systems
1.4 Evaluate the suitability of possible problem-solving actions related to
information systems
1.5 Explain techniques to validate the reliability of information
1.6 Analyse the suitability of different evaluation techniques related to
information systems
1.7 Assess the potential consequences of breaches of confidentiality
1.8 Evaluate the potential consequences of publishing reports containing
inaccurate or unsubstantiated information
2 Be able to monitor
information systems
2.1 Develop a plan to monitor information systems that specifies
objectives, scope, timescale, resource implications, the techniques to
be used and reporting requirements
2.2 Carry out monitoring activities in accordance with the plan
2.3 Provide training and support to system users that is appropriate to
their needs
2.4 Identify the cause of problems with an information system
2.5 Suggest solutions to problems with an information system
2.6 Recommend adaptations to the system in response to identified
problems or developments
2.7 Adhere to organisational policies and procedures, and legal and
ethical requirements when monitoring information systems
ProQual, November 2017
Level 3 Diploma in Business Administration
54
Unit Y/506/2295
Maintain and issue stationery and supplies
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the maintenance of
stationery and supplies
1.1 Describe organisational policies, procedures and levels of
authority in maintaining supplies
1.2 Explain how to carry out a stock check of stationery
1.3 Describe the types of problems that may occur with
deliveries and stock items
1.4 Explain how to deal with problems that occur with
deliveries and stock items
1.5 Explain the factors to take into account when ordering
stationery
1.6 Explain the benefits and limitations of different potential
suppliers, against organisational requirements
1.7 Explain how to calculate quantities of stationery and
supplies to be ordered
1.8 Describe how to dispose of or recycle waste
2 Be able to maintain stocks of
stationery and supplies
2.1 Maintain stocks of stationery and supplies at the required
levels
2.2 Maintain the requirements of storage and security
2.3 Carry out stock checks in accordance with organisational
policies and procedures
2.4 Chase up late or incorrect orders with suppliers
3 Be able to issue stock of
stationery and supplies
3.1 Issue stationery and supplies in accordance with
organisational requirements
3.2 Maintain up-to-date records of stock issued, received and
in storage
3.3 Deal with unwanted or damaged stationery and supplies
safely
3.4 Recommend ways in which the system for receiving and
issuing stock could be improved
ProQual, November 2017
Level 3 Diploma in Business Administration
55
Unit A/506/1821
Manage team performance
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the management of
team performance
1.1 Explain the use of benchmarks in managing performance
1.2 Explain a range of quality management techniques to
manage team performance
1.3 Describe constraints on the ability to amend priorities and
plans
2 Be able to allocate and assure the
quality of work
2.1 Identify the strengths, competences and expertise of team
members
2.2 Allocate work on the basis of the strengths, competences
and expertise of team members
2.3 Identify areas for improvement in team members’
performance outputs and standards
2.4 Amend priorities and plans to take account of changing
circumstances
2.5 Recommend changes to systems and processes to improve
the quality of work
3 Be able to manage
communications within a team
3.1 Explain to team members the lines of communication and
authority levels
3.2 Communicate individual and team objectives,
responsibilities and priorities
3.3 Use communication methods that are appropriate to the
topics, audience and timescales
3.4 Provide support to team members when they need it
3.5 Agree with team members a process for providing
feedback on work progress and any issues arising
3.6 Review the effectiveness of team communications and
make improvements
ProQual, November 2017
Level 3 Diploma in Business Administration
56
Unit F/506/1934
Participate in a project
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to
manage a project
1.1 Explain the features of a project business case
1.2 Explain the stages of a project lifecycle
1.3 Explain the roles of people involved in a project
1.4 Explain the uses of project-related information
1.5 Explain the advantages and limitations of different project
monitoring techniques
1.6 Analyse the interrelationship of project scope, schedule, finance,
risk, quality and resources
2 Be able to support the
delivery of a project
2.1 Fulfil their role in accordance with a project plan
2.2 Collect project-related information in accordance with project
plans
2.3 Use appropriate tools to analyse project information
2.4 Report on information analysis in the agreed format and timescale
2.5 Draw issues, anomalies and potential problems to the attention of
project managers
2.6 Adhere to organisational policies and procedures, legal and ethical
requirements in supporting the delivery of a project
ProQual, November 2017
Level 3 Diploma in Business Administration
57
Unit J/506/1921
Manage individuals’ performance
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the management of
underperformance in the
workplace
1.1 Explain typical organisational policies and procedures on
discipline, grievance and dealing with underperformance
1.2 Explain how to identify causes of underperformance
1.3 Explain the purpose of making individuals aware of their
underperformance clearly but sensitively
1.4 Explain how to address issues that hamper individuals’
performance
1.5 Explain how to agree a course of action to address
underperformance
2 Be able to manage individuals’
performance in the workplace
2.1 Agree with team members specific, measurable,
achievable, realistic and time-bound (SMART) objectives
that align to organisational objectives
2.2 Delegate responsibility to individuals on the basis of their
expertise, competence, skills, knowledge, and
development needs
2.3 Apply motivation techniques to maintain morale
2.4 Provide information, resources and on-going mentoring to
help individuals meet their targets, objectives and quality
standards
2.5 Monitor individuals’ progress towards objectives in
accordance with agreed plans
2.6 Recognise individuals’ achievement of targets and quality
standards
2.7 Adhere to organisational policies and procedures, and
legal and ethical requirements when managing individuals’
performance in the workplace
ProQual, November 2017
Level 3 Diploma in Business Administration
58
Unit K/506/1930
Implement and maintain business continuity plans and processes
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Be able to plan for the implementation of
business continuity plans and processes
1.1 Describe the components of a business continuity
plan
1.2 Explain the uses of a business continuity plan
1.3 Explain the features of different business
continuity planning models
1.4 Explain the potential consequences of inadequate
business continuity plans and processes
1.5 Confirm the required aim, scope and objectives of
business continuity plans
1.6 Engage stakeholders in developing business
continuity plans and processes
1.7 Identify business-critical products and/or services
and the activities and resources that support
them
2 Be able to implement business continuity
plans and processes
2.1 Develop a framework for business continuity
management
2.2 Recommend resources that are proportionate to
the potential impact of business disruption
2.3 Communicate the importance and requirements
of business continuity plans and processes to
stakeholders
2.4 Meet their own objectives within the plan
3 Be able to maintain the fitness for purpose
of on-going business continuity plans and
processes
3.1 Provide training for staff who may be affected
3.2 Validate and test the strength of business
continuity plans and processes
3.3 Update plans and processes in the light of
feedback from business continuity exercises and
other sources of information
ProQual, November 2017
Level 3 Diploma in Business Administration
59
Unit L/506/1922
Manage individuals’ development in the workplace
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Be able to carry out performance
appraisals
1.1 Explain the purpose of performance reviews and
appraisals
1.2 Explain techniques to prepare for and carry out
appraisals
1.3 Provide a private environment in which to carry out
appraisals
1.4 Carry out performance reviews and appraisals in
accordance with organisational policies and
procedures
1.5 Provide clear, specific and evidence-based feedback
sensitively
1.6 Agree future actions that are consistent with appraisal
findings and identified development needs
2 Be able to support the learning and
development of individual team
members
2.1 Describe training techniques that can be applied in the
workplace
2.2 Analyse the advantages and disadvantages of learning
and development interventions and methods
2.3 Explain organisational learning and development
policies and resource availability
2.4 Review individuals’ learning and development needs at
regular intervals
2.5 Suggest learning and development opportunities and
interventions that are likely to meet individual and
business needs
ProQual, November 2017
Level 3 Diploma in Business Administration
60
Unit M/506/1928
Procure products and/or services
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Be able to identify
procurement requirements
1.1 Explain current and likely future procurement requirements
1.2 Decide whether the purchase of products and/or services
offers the organisation best value
1.3 Evaluate ethical and sustainability considerations relating to
procurement
1.4 Justify the decision to buy products and/or services with
evidence of an analysis of risk, costs and benefits
2 Be able to select suppliers 2.1 Explain the factors to be taken into account in selecting
suppliers
2.2 Explain organisational procurement policies, procedures and
standards
2.3 Explain the effect of supplier choice on the supply chain
2.4 Use appropriate media to publicise procurement
requirements
2.5 Confirm the capability and track record of suppliers and their
products and/or services
2.6 Select suppliers that meet the procurement specification
3 Be able to buy products
and/or services
3.1 Explain the action to be taken in the event of problems arising
3.2 Agree contract terms that are mutually acceptable within their
own scope of authority
3.3 Record agreements made, stating the specification, contract
terms and any post-contract requirements
3.4 Adhere to organisational policies and procedures, legal and
ethical requirements
ProQual, November 2017
Level 3 Diploma in Business Administration
61
Unit T/506/1820
Promote equality, diversity and inclusion in the workplace
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the organisational
aspects of equality, diversity and
inclusion in the workplace
1.1 Explain the difference between equality, diversity and
inclusion
1.2 Explain the impact of equality, diversity and inclusion
across aspects of organisational policy
1.3 Explain the potential consequences of breaches of
equality legislation
1.4 Describe nominated responsibilities within an
organisation for equality, diversity and inclusion
2 Understand the personal aspects of
equality, diversity and inclusion in
the workplace
2.1 Explain the different forms of discrimination and
harassment
2.2 Describe the characteristics of behaviour that supports
equality, diversity and inclusion in the workplace
2.3 Explain the importance of displaying behaviour that
supports equality, diversity and inclusion in the
workplace
3 Be able to support equality, diversity
and inclusion in the workplace
3.1 Ensure colleagues are aware of their responsibilities for
equality, diversity and inclusion in the workplace
3.2 Identify potential issues relating to equality, diversity
and inclusion in the workplace
3.3 Adhere to organisational policies and procedures, and
legal and ethical requirements when supporting
equality, diversity and inclusion in the workplace
ProQual, November 2017
Level 3 Diploma in Business Administration
62
Unit T/506/1929
Implement change
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles of change
management
1.1 Explain the importance of effective leadership when
implementing change
1.2 Explain the role of internal and external stakeholders
in the management of change
1.3 Evaluate the suitability of change management models
for different contexts
1.4 Explain how to assess the business risks associated
with change
1.5 Assess the need for contingency planning when
implementing change
1.6 Assess the need for crisis management when
implementing change
1.7 Explain the different types of barriers to change and
how to deal with these
1.8 Explain how to evaluate change management projects
2 Be able to plan the implementation of
change
2.1 Explain the need for change
2.2 Explain the potential consequences of not
implementing change
2.3 Explain the roles and responsibilities of a change
management project team
2.4 Develop a plan that includes specific, measurable,
achievable, realistic and time-bound (SMART)
objectives and resources
2.5 Brief team members on their roles and responsibilities
and the objectives of the change
2.6 Gain acceptance to the need for change from team
members and other stakeholders
3 Be able to manage the
implementation of a change plan
3.1 Explain organisational escalation processes for
reporting problems
3.2 Analyse the advantages and disadvantages of
monitoring techniques
3.3 Implement the plan within the agreed timescale
3.4 Provide support to team members and other
stakeholders according to identified needs
3.5 Monitor the progress of the implementation against
the plan
3.6 Manage problems in accordance with contingency
plans
ProQual, November 2017
Level 3 Diploma in Business Administration
63
Learning Outcome – The learner will: Assessment Criterion – The learner can:
4 Be able to evaluate the effectiveness
of the implementation of change
plans
4.1 Assess the suitability of techniques used to analyse the
effectiveness of change
4.2 Collate valid feedback and information from
stakeholders
4.3 Analyse feedback and information against agreed
criteria
4.4 Identify areas for future improvement
4.5 Communicate the lessons learned with those who may
benefit
ProQual, November 2017
Level 3 Diploma in Business Administration
64
Unit Y/506/1924
Chair and lead meetings
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Be able to prepare to
lead meetings
1.1 Identify the type, purpose, objectives, and background to a meeting
1.2 Identify those individuals expected, and those required to attend a
meeting
1.3 Prepare for any formal procedures that apply to a meeting
1.4 Describe ways of minimising likely problems in a meeting
1.5 Take action to ensure that meeting documentation is prepared
correctly and distributed to the agreed people within the agreed
timescale
2 Be able to chair and
lead meetings
2.1 Follow business conventions in the conduct of a meeting
2.2 Facilitate meetings so that everyone is involved and the optimum
possible consensus is achieved
2.3 Manage the agenda within the timescale of the meeting
2.4 Summarise the agreed actions, allocated responsibilities, timescales
and any future arrangements
3 Be able to deal with
post-meeting matters
3.1 Take action to ensure that accurate records of a meeting are
produced and distributed in the agreed format and timescale
3.2 Take action to ensure that post-meeting actions are completed
3.3 Evaluate the effectiveness of a meeting and identify points for future
improvement
ProQual, November 2017
Level 3 Diploma in Business Administration
65
Unit J/502/4397
Bespoke Software
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Input and combine information using
bespoke software
1.1 Input relevant information accurately so that it is ready
for processing
1.2 Select and use appropriate techniques to link and
combine information within the application and across
different software applications
2 Create and modify appropriate
structures to organise and retrieve
information efficiently
2.1 Evaluate the use of software functions to structure,
layout and style information
2.2 Create, change and use appropriate structures and/or
layouts to organise information efficiently
2.3 Manage data files effectively, in line with local and/or
legal guidelines and conventions for the storage and
use of data where available
3 Exploit the functions of the software
effectively to process and present
information
3.1 Select and use appropriate tools and techniques to
edit, analyse and format information
3.2 Check information meets needs, using IT tools and
making corrections as necessary
3.3 Identify and respond appropriately to quality problems
to ensure that outcomes are fit for purpose and meet
needs
3.4 Select and use presentation methods to aid clarity and
meaning
ProQual, November 2017
Level 3 Diploma in Business Administration
66
Unit J/502/4636
Spreadsheet software
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Use a spreadsheet to enter, edit and
organise numerical and other data
1.1 Identify what numerical and other information is
needed in the spreadsheet and how it should be
structured
1.2 Enter and edit numerical and other data
accurately
1.3 Combine and link data from different sources
1.4 Store and retrieve spreadsheet files effectively, in
line with local guidelines and conventions where
available
2 Select and use appropriate formulas and
data analysis tools and techniques to meet
requirements
2.1 Explain what methods can be used to summarise,
analyse and interpret spreadsheet data and when
to use them
2.2 Select and use a wide range of appropriate
functions and formulas to meet calculation
requirements
2.3 Select and use a range of tools and techniques to
analyse and interpret data to meet requirements
2.4 Select and use forecasting tools and techniques
3 Use tools and techniques to present, and
format and publish spreadsheet
information
3.1 Explain how to present and format spreadsheet
information effectively to meet needs
3.2 Select and use appropriate tools and techniques
to format spreadsheet cells, rows, columns and
worksheets effectively
3.3 Select and use appropriate tools and techniques
to generate, develop and format charts and
graphs
3.4 Select and use appropriate page layout to
present, print and publish spreadsheet
information
3.5 Explain how to find and sort out any errors in
formulas
3.6 Check spreadsheet information meets needs,
using IT tools and making corrections as necessary
3.7 Use auditing tools to identify and respond
appropriately to any problems with spreadsheets
ProQual, November 2017
Level 3 Diploma in Business Administration
67
Unit T/502/4556
Database software
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Plan, create and modify relational database
tables to meet requirements
1.1 Explain how a relational database design enables
data to be organised and queried
1.2 Plan and create multiple tables for data entry
with appropriate fields and properties
1.3 Set up and modify relationships between
database tables
1.4 Explain why and how to maintain data integrity
1.5 Respond appropriately to problems with
database tables
1.6 Use database tools and techniques to ensure
data integrity is maintained
2 Enter, edit and organise structured
information in a database
2.1 Design and create forms to access, enter, edit
and organise data in a database
2.2 Select and use appropriate tools and techniques
to format data entry forms
2.3 Check data entry meets needs, using IT tools and
making corrections as necessary
2.4 Respond appropriately to data entry errors
3 Use database software tools to create, edit
and run data queries and produce reports
3.1 Explain how to select, generate and output
information from queries according to
requirements
3.2 Create and run database queries to display,
amend or calculate selected data
3.3 Plan and produce database reports from a
multiple-table relational database
3.4 Select and use appropriate tools and techniques
to format database reports
3.5 Check reports meet needs, using IT tools and
making corrections as necessary
ProQual, November 2017
Level 3 Diploma in Business Administration
68
Unit Y/502/4629
Word processing software
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Enter and combine text and other
information accurately within word
processing documents
1.1 Summarise what types of information are
needed for the document and how they should
be linked or integrated
1.2 Use appropriate techniques to enter text and
other types of information accurately and
efficiently
1.3 Create, use and modify appropriate templates
for different types of documents
1.4 Explain how to combine and merge
information from other software or multiple
documents
1.5 Combine and merge information within a
document from a range of sources
1.6 Store and retrieve document and associated
files effectively, in line with local guidelines and
conventions where available
1.7 Select and use tools and techniques to work
with multiple documents or users
1.8 Customise interface to meet needs
2 Create and modify appropriate layouts,
structures and styles for word processing
documents
2.1 Analyse and explain the requirements for
structure and style
2.2 Create, use and modify columns, tables and
forms to organise information
2.3 Define and modify styles for document
elements
2.4 Select and use tools and techniques to organise
and structure long documents
3 Use word processing software tools and
techniques to format and present documents
effectively to meet requirements
3.1 Explain how the information should be
formatted to aid meaning
3.2 Select and use appropriate techniques to
format characters and paragraphs
3.3 Select and use appropriate page and section
layouts to present and print multi-page and
multi-section documents
3.4 Check documents meet needs, using IT tools
and making corrections as necessary
3.5 Evaluate the quality of the documents
produced to ensure they are fit for purpose
3.6 Respond appropriately to any quality problems
with documents to ensure that outcomes meet
needs and are fit for purpose
ProQual, November 2017
Level 3 Diploma in Business Administration
69
Unit T/502/4301
Using Email
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Use e-mail software tools and
techniques to compose and send
messages
1.1 Select and use software tools to compose and
format e-mail messages, including attachments
1.2 Explain methods to improve message transmission
1.3 Send e-mail messages to individuals and groups
1.4 Explain why and how to stay safe and respect
others when using e-mail
1.5 Use an address book to manage contact
information
2 Manage use of e-mail software
effectively
2.1 Develop and communicate guidelines and
procedures for using e-mail effectively
2.2 Read and respond appropriately to e-mail messages
and attachments
2.3 Use email software tools and techniques to
automate responses
2.4 Explain why, how and when to archive messages
2.5 Organise, store and archive e-mail messages
effectively
2.6 Customise e-mail software to make it easier to use
2.7 Explain how to minimise e-mail problems
2.8 Respond appropriately to email problems
ProQual, November 2017
Level 3 Diploma in Business Administration
70
Unit L/506/2150
Organise and deliver customer service
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand how to organise
customer service delivery
1.1 Explain how different methods of promoting products
and/or services impact on customer service delivery
1.2 Explain who should be involved in the organisation of
customer service delivery
1.3 Explain the importance of differentiating between
customers’ wants, needs and expectations
1.4 Explain different ways of segmenting customer groups
1.5 Explain how customer segmentation is used in organising
customer service delivery
1.6 Explain how to analyse the “customer journey”
2 Be able to plan the delivery of
customer service
2.1 Identify customers’ needs and expectations
2.2 Map the “customer journey”
2.3 Confirm that systems and structures are in place to enable
the delivery of agreed standards of customer service
2.4 Prepare the resources needed to deliver products and/or
services to different types of customers
2.5 Plan how to deal with unexpected additional workloads
2.6 Allocate priorities to address points of service failure
3 Be able to deliver customer
service
3.1 Take steps to ensure that the needs of customers are
balanced with organisational objectives
3.2 Agree realistic and achievable actions with customers
3.3 Identify areas for improvement in their own customer
service delivery
3.4 Adapt their own customer service delivery to meet
customers’ changing expectations
ProQual, November 2017
Level 3 Diploma in Business Administration
71
Unit R/506/2151
Resolve customers’ complaints
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the monitoring and
resolution of customers’
complaints
1.1 Assess the suitability of a range of monitoring techniques
for customers’ complaints
1.2 Explain how to identify those complaints that should
prompt a review of the service offer and service delivery
1.3 Explain negotiating techniques used to resolve customers’
complaints
1.4 Explain conflict management techniques used in dealing
with upset customers
1.5 Explain organisational procedures for dealing with
customer complaints
1.6 Explain when to escalate customers’ complaints
1.7 Explain the cost and regulatory implications of admitting
liability on the basis of a customer complaint
1.8 Explain the advantages and limitations of offering
compensation or replacement products and/or services
2 Be able to deal with customers’
complaints
2.1 Confirm the nature, cause and implications of customers’
complaints
2.2 Take personal responsibility for dealing with complaints
2.3 Communicate in a way that recognises customers’
problems and understands their points of view
2.4 Explain the advantages and limitations of different
complaint response options to customers
2.5 Explain the advantages and limitations of different
complaint response options to the organisation
2.6 Keep customers informed of progress
2.7 Agree solutions with customers that address the
complaint and which are within the limits of their own
authority
2.8 Record the outcome of the handling of complaints for
future reference
2.9 Adhere to organisational policies and procedures, legal
and ethical requirements when dealing with customers’
complaints
ProQual, November 2017
Level 3 Diploma in Business Administration
72
Unit A/506/1995
Manage a budget
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand how to identify
financial requirements
1.1 Explain how to calculate the estimated costs of activities,
resources and overheads needed to achieve objectives
1.2 Analyse the components of a business case to meet
organisational requirements
1.3 Analyse the factors to be taken into account to secure the
support of stakeholders
1.4 Describe the business planning and budget-setting cycle
2 Understand how to set
budgets
2.1 Explain the purposes of budget-setting
2.2 Analyse the information needed to enable realistic budgets to
be set
2.3 Explain how to address contingencies
2.4 Explain organisational policies and procedures on budgetsetting
3 Be able to manage a budget 3.1 Use the budget to control performance and expenditure
3.2 Identify the cause of variations from budget
3.3 Explain the actions to be taken to address variations from
budget
3.4 Propose realistic revisions to budget, supporting
recommendations with evidence
3.5 Provide budget-related reports and information within agreed
timescales
3.6 Explain the actions to be taken in the event of suspected
instances of fraud or malpractice
4 Be able to evaluate the use of
a budget
4.1 Identify successes and areas for improvement in budget
management
4.2 Make recommendations to improve future budget setting and
management
ProQual, November 2017
Level 3 Diploma in Business Administration
73
Unit J/506/1949
Develop and maintain professional networks
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the principles of
effective networking
1.1 Describe the interpersonal skills needed for effective
networking
1.2 Explain the basis on which to choose networks to be
developed
1.3 Evaluate the role of shared agendas and conflict management
in relationship-building
1.4 Evaluate the role of the internet in business networking
1.5 Assess the importance of following up leads and actions
1.6 Analyse ethical issues relating to networking activities
2 Be able to identify
professional networks for
development
2.1 Identify potential networks for professional development from
an analysis of their benefits compared with individual needs
and aspirations
2.2 Shortlist networks for development against defined criteria
2.3 Assess the benefits and limitations of joining and maintaining
selected network(s)
3 Be able to maintain
professional networks
3.1 Identify the potential for mutual benefit with network
members
3.2 Promote their own skills, knowledge and competence to
network members
3.3 Provide information, services or support to network members
where the potential for mutual benefit has been identified
3.4 Establish the boundaries of confidentiality
3.5 Agree guidelines for the exchange of information and
resources
3.6 Take action to ensure that participation in networks reflects
current and defined future aspirations and needs
3.7 Make introductions to people with common or
complementary interest to and within networks
ProQual, November 2017
Level 3 Diploma in Business Administration
74
Unit K/506/1989
Manage physical resources
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Be able to identify the
need for physical
resources
1.1 Identify resource requirements from analyses of organisational
needs
1.2 Evaluate alternative options for obtaining physical resources
1.3 Evaluate the impact on the organisation of introducing physical
resources
1.4 Identify the optimum option that meets operational requirements
for physical resources
2 Be able to obtain
physical resources
2.1 Develop a business case for physical resources that is supported by
evidence, cost estimates, contingency arrangements and an analysis
of likely benefits
2.2 Obtain authorisation and financial commitment for the required
expenditure
2.3 Negotiate best value from contracts in accordance with
organisational standards and procedures
2.4 Adhere to organisational policies and procedures, legal and ethical
requirements when obtaining physical resources
2.5 Check that the physical resources received match those ordered
3 Be able to manage the
use of physical resources
3.1 Take action to ensure physical resources are used in accordance
with manufacturers’ instructions
3.2 Evaluate the efficiency of physical resources against agreed criteria
3.3 Recommend improvements to the use of physical resources and
associated working practices
3.4 Analyse the benefits of effective equipment in the conservation of
energy and the environment
ProQual, November 2017
Level 3 Diploma in Business Administration
75
Unit K/506/1992
Prepare for and support quality audits
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles
underpinning the management of
quality
1.1 Analyse the principles of quality management
1.2 Analyse the purpose and requirements of a range of
quality standards
1.3 Analyse the advantages and limitations of a range of
quality techniques
1.4 Assess how the management of quality contributes to
the achievement of organisational objectives
2 Be able to prepare for quality audits 2.1 Establish the quality requirements applicable to the
work being audited
2.2 Confirm that documentation is complete
2.3 Confirm that any previously agreed actions have been
implemented
2.4 Make available information requested in advance by
auditors
3 Be able to support quality audits 3.1 Provide access to information on request within scope
of the audit
3.2 Agree actions and timescales with auditors that will
remedy non-conformance or non-compliance
3.3 Identify instances where business processes, quality
standards and/or procedures could be improved
3.4 Develop a quality improvement plan that addresses
the issues raised
ProQual, November 2017
Level 3 Diploma in Business Administration
76
Unit L/506/2004
Manage business risk
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the management
of business risk
1.1 Explain what is meant by business risk
1.2 Analyse business risk identification theories and models
1.3 Explain measures and techniques to mitigate business risk
1.4 Explain their own level of authority in managing risk
2 Be able to address business
risk
2.1 Monitor work in line with organisational risk procedures
2.2 Identify potential risks using agreed risk criteria
2.3 Assess identified risks, their potential consequences and the
probability of them happening
2.4 Communicate to stakeholders the likelihood of the risk
occurring and its potential consequences
2.5 Explain organisational business risk management policies
3 Be able to mitigate business
risk
3.1 Develop risk management plans and processes that are
proportionate to the risk and the available resources
3.2 Implement risk management plans in accordance with
organisational requirements
3.3 Monitor on-going risk-related developments and amend plans
in the light of changing circumstances
3.4 Keep stakeholders informed of any developments and their
possible consequences
3.5 Evaluate the effectiveness of actions taken, identifying possible
future improvements
ProQual, November 2017
Level 3 Diploma in Business Administration
77
Unit R/506/1999
Manage a project
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the
management of a
project
1.1 Explain how to carry out a cost-benefit analysis for a project
1.2 Evaluate the use of risk analysis techniques
1.3 Evaluate project planning and management tools and techniques
1.4 Evaluate the impact of changes to project scope, schedule, finance,
risk, quality and resources
1.5 Analyse the requirements of project governance arrangements
2 Be able to plan a
project
2.1 Analyse how a project fits with an organisation’s overall vision,
objectives, plans and programmes of work
2.2 Agree the objectives and scope of proposed projects with
stakeholders
2.3 Assess the interdependencies and potential risks within a project
2.4 Develop a project plan with specific, measurable, achievable, realistic
and time-bound (SMART) objectives, key performance indicators
(KPIs) and evaluations mechanisms appropriate to the plan
2.5 Develop proportionate and targeted plans to manage identified risks
and contingencies
2.6 Apply project lifecycle approaches to the progress of a project
3 Be able to manage a
project
3.1 Allocate resources in accordance with the project plan
3.2 Brief project team members on their roles and responsibilities
3.3 Implement plans within agreed budgets and timescales
3.4 Communicate the requirements of the plans to those who will be
affected
3.5 Revise plans in the light of changing circumstances in accordance
with project objectives and identified risks
3.6 Keep stakeholders up to date with developments and problems
3.7 Complete close-out actions in accordance with project plans
3.8 Adhere to organisational policies and procedures, legal and ethical
requirements when managing a project
4 Be able to evaluate the
effectiveness of a
project
4.1 Conduct periodic reviews of the progress and effectiveness of a
project using information from a range of sources
4.2 Evaluate the effectiveness of capturing and managing project-related
knowledge
4.3 Report on the effectiveness of plans
ProQual, November 2017
Level 3 Diploma in Business Administration
78
Unit Y/506/1955
Develop and implement an operational plan
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the principles of
operational planning
1.1 Evaluate the use of risk analysis techniques in operational
planning
1.2 Explain the components of an operational plan
1.3 Analyse the relationship between strategic and operational
plans
1.4 Evaluate the use of planning tools and techniques in the
operational planning process
1.5 Explain how to carry out a cost-benefit analysis
2 Be able to develop an
operational plan
2.1 Identify specific, measurable, achievable, realistic and timebound (SMART) objectives and key performance indicators
(KPIs)
2.2 Identify evaluation mechanisms appropriate to the plan
2.3 Take action to ensure that plans are consistent with
organisational strategy, objectives, values, policies and
procedures
2.4 Develop proportionate and targeted plans to manage
identified risks
2.5 Take action to ensure that plans complement and maximise
synergy with other business areas
2.6 Adhere to organisational policies and procedures, legal and
ethical requirements
3 Be able to implement an
operational plan
3.1 Implement plans within agreed budgets and timescales
3.2 Communicate the requirements of the plans to those who
will be affected
3.3 Revise plans in the light of changing circumstances in
accordance with strategic objectives and identified risks
4 Be able to evaluate the
effectiveness of an operational
plan
4.1 Conduct periodic reviews of the progress and effectiveness
of the plans, using information from a range of sources
4.2 Report on the effectiveness of operational plans in the
appropriate format
ProQual, November 2017
Level 3 Diploma in Business Administration
79
Unit J/506/2292
Encourage innovation
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Be able to identify opportunities for
innovation
1.1 Analyse the advantages and disadvantages of
techniques used to generate ideas
1.2 Explain how innovation benefits an organisation
1.3 Explain the constraints on their own ability to make
changes
1.4 Agree with stakeholders terms of reference and criteria
for evaluating potential innovation and improvement
1.5 Engage team members in finding opportunities to
innovate and suggest improvements
1.6 Monitor performance, products and/or services and
developments in areas that may benefit from
innovation
1.7 Analyse valid information to identify opportunities for
innovation and improvement
2 Be able to generate and test ideas
for innovation and improvement
2.1 Generate ideas for innovation or improvement that
meet the agreed criteria
2.2 Test selected ideas that meet viability criteria
2.3 Evaluate the fitness for purpose and value of the
selected ideas
2.4 Assess potential innovations and improvements against
the agreed evaluation criteria
3 Be able to implement innovative
ideas and improvements
3.1 Explain the risks of implementing innovative ideas and
improvements
3.2 Justify conclusions of efficiency and value with evidence
3.3 Prepare costings and schedules of work that will enable
efficient implementation
3.4 Design processes that support efficient implementation
ProQual, November 2017
Level 3 Diploma in Business Administration
80
Unit Y/502/4632
Website software
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Create structures and styles and use them to
produce websites
1.1 Determine what website content and layout
will be needed for each page and for the site
1.2 Plan and create web page templates to layout
content
1.3 Select and use website features and structures
to enhance website navigation and
functionality
1.4 Create, select and use styles to enhance
website consistency and readability
1.5 Provide guidance on laws, guidelines and
constraints that affect the content and use of
websites
1.6 Explain what access issues may need to be
taken into account
1.7 Explain when and why to use different file types
for saving content
1.8 Store and retrieve files effectively, in line with
local guidelines and conventions where
available
2 Select and use website software tools and
features to develop multiple page websites
with multimedia and interactive features
2.1 Prepare content for web pages so that it is
ready for editing and formatting
2.2 Organise and combine information needed for
web pages in line with any copyright
constraints, including across different software
2.3 Select and use appropriate editing and
formatting techniques to aid meaning
2.4 Select and use appropriate programming and
development techniques to add features and
enhance websites
2.5 Select and use file formats that make
information easier to download
2.6 Check web pages meet needs, using IT tools
and making corrections as necessary
3 Publish and test multiple page websites with
multimedia and interactive features
3.1 Select and use appropriate testing methods to
check that all elements and features of complex
websites are working as planned
3.2 Identify any quality problems with websites and
explain how to respond to them
3.3 Select and use an appropriate programme to
upload and publish the website and make sure
that it will download efficiently
ProQual, November 2017
Level 3 Diploma in Business Administration
81
Learning Outcome – The learner will: Assessment Criterion – The learner can:
3.4 Respond appropriately to quality problems with
websites to ensure outcomes are fit for
purpose
ProQual, November 2017
Level 3 Diploma in Business Administration
82
Unit T/502/4623
Presentation software
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Input and combine text and other
information within presentation slides
1.1 Explain what types of information are required for
the presentation
1.2 Enter text and other information using layouts
appropriate to type of information
1.3 Insert charts and tables and link to source data
1.4 Insert images, video or sound to enhance the
presentation
1.5 Identify any constraints which may affect the
presentation
1.6 Organise and combine information for presentations
in line with any constraints
1.7 Store and retrieve presentation files effectively, in
line with local guidelines and conventions where
available
2 Use presentation software tools to
structure, edit and format
presentations
2.1 Explain when and how to use and change slide
structure and themes to enhance presentations
2.2 Create, amend and use appropriate templates and
themes for slides
2.3 Explain how interactive and presentation effects can
be used to aid meaning or impact
2.4 Select and use appropriate techniques to edit and
format presentations to meet needs
2.5 Create and use interactive elements to enhance
presentations
2.6 Select and use animation and transition techniques
appropriately to enhance presentations
3 Prepare interactive slideshow for
presentation
3.1 Explain how to present slides to communicate
effectively for different contexts
3.2 Prepare interactive slideshow and associated
products for presentation
3.3 Check presentation meets needs, using IT tools and
making corrections as necessary
3.4 Evaluate presentations, identify any quality problems
and discuss how to respond to them
3.5 Respond appropriately to quality problems to ensure
that presentations meet needs and are fit for
purpose
ProQual, November 2017
Level 3 Diploma in Business Administration
83
Unit R/506/2909
Recruitment, selection and induction practice
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles and theories
underpinning recruitment, selection and
induction practice
1.1 Explain workforce planning techniques
1.2 Describe the information needed to identify
recruitment requirements
1.3 Assess the impact of an organisation’s structure and
culture on its recruitment and selection policies and
practices
1.4 Analyse the factors involved in establishing
recruitment and selection criteria
1.5 Evaluate the suitability of different recruitment and
selection methods for different roles
1.6 Analyse patterns of employment that affect the
recruitment of staff
1.7 Explain the factors to be taken into account when
developing job specifications, personal
specifications and job advertisements
1.8 Explain the induction process
1.9 Explain the relationship between human resource
processes and the induction processes
2 Be able to recruit people into an
organisation
2.1 Determine current staffing needs
2.2 Identify current skills needs from identified staffing
needs
2.3 Identify future workforce needs
2.4 Develop a resourcing plan that addresses identified
needs within budgetary limitations
2.5 Evaluate the cost-effectiveness of different
methods of recruitment for an identified role
2.6 Explain how recruitment policies and practices
meet legal and ethical requirements
2.7 Select the most appropriate method of recruitment
for identified roles
3 Be able to select appropriate people for
the role
3.1 Plan assessment processes that are valid and
reliable
3.2 Provide those involved in the selection process with
sufficient information to enable them to make
informed decisions
3.3 Justify assessment decisions with evidence
3.4 Inform applicants of the outcome of the process in
line with organisational procedures
3.5 Evaluate the effectiveness of the selection process
ProQual, November 2017
Level 3 Diploma in Business Administration
84
Learning Outcome – The learner will: Assessment Criterion – The learner can:
3.6 Adhere to organisational policies and procedures,
legal and ethical requirements when carrying out
selection assessments
4 Be able to induct people into an
organisation
4.1 Develop induction materials that meet operational
and new starters’ needs
4.2 Explain to new starters organisational policies,
procedures and structures
4.3 Explain to new starters their role and
responsibilities
4.4 Explain to new starters their entitlements and
where to go for help
4.5 Assess new starters’ training needs
4.6 Confirm that training is available that meets
operational and new starters’ needs
4.7 Provide support that meets new starters’ needs
throughout the induction period
ProQual, November 2017
Level 3 Diploma in Business Administration
85
Unit F/502/9937
Principles of digital marketing and research
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the role and
requirements of digital
marketing
1.1 Explain the role of digital marketing within the overall
marketing strategy
1.2 Explain the strengths and weaknesses of digital marketing
for different marketing applications
1.3 Explain the importance of targeted digital marketing
1.4 Describe the sources of data lists for use in targeting
customers and potential customers
1.5 Explain the legal requirements and implications of digital
marketing
1.6 Describe the design requirements of data capture and
reporting systems for digital marketing
1.7 Explain the importance of evaluating the impact of digital
marketing activities
2 Understand the principles of
search engine optimisation (SEO)
2.1 Explain the importance of search engine optimisation
2.2 Describe how to calculate the cost-efficiency of SEO
2.3 Explain the use of Meta Tags, website codes and keywords
2.4 Explain the use of offsite SEO in optimising marketing
effectiveness
2.5 Explain the design principles of response systems
2.6 Explain the advantages and disadvantages of links to other
websites
3 Understand the principles of
marketing research using the
internet
3.1 Explain the scope for customising search-related internet
facilities to enable the identification and retrieval of
targeted information
3.2 Explain the advantages and disadvantages of different data
mining techniques
3.3 Explain how to use multiple-table relational databases
3.4 Explain how to ensure the validity and reliability of
information retrieved from the internet
4 Understand the principles of
digital marketing device and
message design
4.1 Explain the potential uses of a Customer Relationship
Management (CRM) system
4.2 Explain the design requirements of a CRM system
4.3 Describe the characteristics of an effective digital marketing
device
4.4 Describe the characteristics of an effective digital response
system
4.5 Explain the requirements, advantages and disadvantages of
different tracking systems
4.6 Explain how to overcome the barriers posed by noninteroperable technologies
ProQual, November 2017
Level 3 Diploma in Business Administration
86
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
5 Understand how to use digital
technology for marketing
purposes
5.1 Explain the implications for the use of digital technology of
campaigns that are aimed at retention, acquisition and
conversion
5.2 Explain methods of managing digital databases including
permission marketing and the application of
suppressions/opt-outs
5.3 Explain the advantages and disadvantages of different
digital technologies and combination of technologies for a
range of marketing applications
ProQual, November 2017
Level 3 Diploma in Business Administration
87
Unit J/502/9938
Principles of marketing stakeholder relationships
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand marketing stakeholder
relationships
1.1 Explain the basis on which the need for marketing
stakeholder relationships are identified and prioritised
1.2 Explain the use of stakeholder mapping in developing
ways of building relationships
1.3 Describe the nature of interest of different stakeholder
groups and how this affects the nature of relationships
and communications
1.4 Explain the significance of stakeholders to the
achievement of the overall marketing strategy
1.5 Describe the features of the market in which stakeholders
operate
1.6 Describe how to establish stakeholders’ attitudes to an
organisation
1.7 Describe actual and potential synergies and conflicts
between clients and other stakeholders
2 Understand how to build and
manage marketing stakeholder
relationships
2.1 Explain how to identify common goals and potential
synergy between stakeholders and an organisation
2.2 Explain the importance of engaging stakeholders in
marketing activities
2.3 Explain the basis upon which stakeholder communications
plans are developed
2.4 Explain the requirements of a competitor management
strategy
2.5 Explain the importance of agreeing common objectives
with clients
2.6 Describe the scope of generalist and specialist personnel
that can be deployed in support of building long term
relationships with clients
3 Understand how to monitor and
control marketing stakeholder
relationships
3.1 Explain the use of key performance indicators and success
criteria in monitoring the effectiveness of stakeholder
relationships
3.2 Describe methods of monitoring the ongoing
effectiveness of stakeholder relationships
3.3 Explain the importance of effective stakeholder
communications and feedback system
3.4 Explain how changes in the market environment in which
stakeholders operate may have an impact on
relationships
3.5 Explain how to develop strategies and plans that address
changing stakeholder attitudes and needs
ProQual, November 2017
Level 3 Diploma in Business Administration
88
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
3.6 Explain how to develop reporting systems that meet
agreed success criteria
3.7 Explain the importance of reviewing the effectiveness of
collaborative arrangements with stakeholders
ProQual, November 2017
Level 3 Diploma in Business Administration
89
Unit K/502/9933
Principles of market research
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the basis on which
market research is commissioned
1.1 Describe how to identify the need for market research and
the sources of evidence to support this
1.2 Describe the basis for scoping the research and identifying
linkages, interdependencies and the possible impact of
one element on others
1.3 Explain how to set research parameters, aims and
evaluation criteria
1.4 Explain the importance of involving stakeholders in the
definition of research to be carried out
1.5 Explain how to evaluate different options for conducting
the research
2 Understand how to design market
research projects
2.1 Explain how to set research objectives, timescales, budget
and resource requirements and success criteria
2.2 Explain how to specify the characteristics and size of the
sample to be researched in accordance with the research
aims and objectives
2.3 Describe the factors to be taken into account when
selecting research instruments that are fit for purpose
2.4 Explain how to ensure the suitability of methods chosen to
conduct research
2.5 Explain the strengths and limitations of quantitative and
qualitative research
2.6 Explain how risks inherent in market research may be
addressed
2.7 Explain how to ensure that research data collected is valid
and reliable
2.8 Describe the uses of the research outputs
2.9 Explain how to obtain approval to the proposed research
3 Understand the principles of
marketing data collection
3.1 Explain the difference between primary and secondary
research and how this affects data collection methods and
interpretation
3.2 Describe the importance of using research instruments
correctly
3.3 Explain the role of data collection in a market research
project
3.4 Explain how to address problems arising in data collection
(eg insufficiency of representative sample, unreliable or
invalid data)
3.5 Explain the importance of accurate data collection and
recording
ProQual, November 2017
Level 3 Diploma in Business Administration
90
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
3.6 Explain marketing data storage, security and access
requirements
4 Understand the principles of
marketing data interpretation and
evaluation
4.1 Explain the volume of data needed to ensure statistical
confidence
4.2 Explain how to evaluate the quality, reliability and validity
of market research data
4.3 Describe the use(s) of market research
4.4 Explain the application, strengths and weaknesses of
different data analysis methods
4.5 Explain the use of statistical tools to identify trends,
causes and correlations in marketing data
4.6 Explain the strengths and weaknesses of different data
evaluation methods
4.7 Explain the basis on which to reach conclusions as to the
usefulness of the research
ProQual, November 2017
Level 3 Diploma in Business Administration
91
Unit T/502/9935
Principles of marketing and evaluation
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles of market
segmentation
1.1 Explain the importance of defining market segments to
the development and achievement of the marketing
strategy
1.2 Explain the difference between market segments and
customer classification
1.3 Explain how the characteristics, motivations and
behaviours of potential target customers are identified
1.4 Explain how to cluster customers with similar
characteristics
1.5 Describe how to confirm that proposed segments are
real, distinctive, viable and their buying power
measurable
1.6 Explain how to evaluate the profitability and stability of
market segments
1.7 Describe how a range of products may appeal to
different market segments
1.8 Explain the motivators and inhibitors that influence
customer behaviour
1.9 Explain the use of Customer Relationship Management
2 Understand how to assess market
opportunities for new products
and/or services
2.1 Describe the economic and buyer behavioural factors
to be taken into account when assessing new market
opportunities
2.2 Describe the cultural factors that are likely to affect
customers’ perception of products and/or services and
sales performance
2.3 Explain how to identify opportunities and threats in
new markets and for new products in existing markets
2.4 Explain how competitor and potential competitor
activity may affect projected sales performance
2.5 Explain the basis of recommendations to exploit new
market opportunities
3 Understand the principles of
marketing strategy development
3.1 Describe the topics to be addressed in a marketing
strategy
3.2 Explain the use of market analyses to inform the
development of a marketing strategy
3.3 Explain how to evaluate risks to the achievement of
objectives
3.4 Describe how to forecast sales by product and/or
service
ProQual, November 2017
Level 3 Diploma in Business Administration
92
Learning Outcome – The learner will: Assessment Criterion – The learner can:
3.5 Explain how to present a marketing strategy including
aims, objectives, actions, accountabilities, resources,
budgets and forecasts
3.6 Explain the importance of engaging stakeholders in the
development of a marketing strategy
3.7 Explain the significance of customer loyalty to the
achievement of marketing objectives and strategy
3.8 Explain how to set performance indicators and
evaluation arrangements that are capable of measuring
returns on investment
4 Understand how to evaluate the
effectiveness of a marketing
strategy
4.1 Explain the importance of conducting the evaluation in
accordance with the specification
4.2 Describe the factors to be taken into account in the
evaluation of the effectiveness of a marketing strategy
4.3 Explain the strengths and weaknesses of different
evaluation methods
4.4 Describe how to identify trends and themes from
evaluation data
4.5 Explain how to ensure the reliability and validity of
evaluation data
4.6 Explain how to achieve an acceptable level of statistical
confidence
4.7 Explain how to address critical issues revealed by
evaluation
4.8 Explain the importance of justifying recommendations
and conclusions with evidence
4.9 Explain the use of impact analysis in the evaluation
process
4.10 Explain the importance of marketing to the
achievement of business objectives and strategies
4.11 Describe the links between corporate social
responsibility and marketing strategies
ProQual, November 2017
Level 3 Diploma in Business Administration
93
Unit Y/506/2152
Understand the customer service environment
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the concepts and
practices underpinning customer
service delivery
1.1 Explain the value of customer service as a competitive
tool
1.2 Explain the process of mapping the customer journey
and its importance in delivering effective customer
service
1.3 Describe techniques used to identify service failures
1.4 Explain the concept and importance of the service profit
chain
1.5 Describe methods of measuring organisational
effectiveness in the delivery of customer service
2 Understand the relationship
between customer service and a
brand
2.1 Explain the importance of a brand to customers and to
an organisation
2.2 Explain how branding can influence customers’
perception of an organisation and its products and/or
services
2.3 Explain the potential impact of good and poor customer
service on a brand
3 Understand the structure of
customer service
3.1 Explain the features of different customer service
models and customer service standards
3.2 Explain the relationship between customer service and
operational areas of an organisation
3.3 Explain the relationship between customer service and
continuous improvement processes
3.4 Explain the costs and benefits of customer service to an
organisation
3.5 Explain the impact of organisational values on how
customers create their expectations
3.6 Explain how organisational values impact on meeting
customer expectations
4 Understand the implications of
legislation on customer service
delivery
4.1 Explain the implications of consumer-related legislation
on customer service delivery
4.2 Explain the implications of confidentiality and data
protection legislation for the collection, storage and use
of customer information
ProQual, November 2017
Level 3 Diploma in Business Administration
94
Unit D/506/1939
Understand the legal context of business
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the legal framework
within which businesses operate
1.1 Explain the legal requirements of different types of
business
1.2 Describe the roles and powers of government
departments and agencies in regulating business
1.3 Explain the legal provisions relating to intellectual
property
2 Understand the principles of business
governance
2.1 Explain the corporate governance statutory
framework of a business
2.2 Explain the roles and responsibilities of an
organisation’s governing body
2.3 Explain the financial reporting requirements of an
organisation
3 Understand how contract law affects
a business
3.1 Explain the elements of a valid business contract
3.2 Analyse different types of contracts
3.3 Explain the difference between negligence and liability
3.4 Explain the liabilities and entitlements of sellers and
purchasers of goods and services
4 Understand the requirements of
employment law
4.1 Describe the sources, institutions and enforcement
systems for individual employment rights
4.2 Explain the features of types of worker and
employment contracts for service
4.3 Explain the implications of contracts of service and
contracts for service
4.4 Explain the implications of different types of
employment status
4.5 Explain the requirements for an organisation for
health and safety
4.6 Explain the requirements for an organisation for
equality and diversity
4.7 Explain the implications for an organisation of
wrongful dismissal, unfair dismissal and redundancy
4.8 Describe the impact of human rights legislation on the
employment relationship
ProQual, November 2017
Level 3 Diploma in Business Administration
95
Unit R/503/9324
Principles of social media within a business
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand how Social Media fits
into the objectives and marketing
of a business
1.1 Describe a business and its type, vision, aims, objectives
and goals
1.2 Identify the brand and values of a business and how these
are portrayed to the audience of a business
1.3 Describe the marketing tools available to a business
1.4 Explain the consequences of using Social Media on the
budget of different sizes and types of business
1.5 Explain the benefits and consequences of encouraging
amplification
1.6 Explain the benefits and consequences of encouraging
engagement
1.7 Explain the factors to consider when identifying a Social
Media plan for a business
1.8 Explain how Social Media could fit into the marketing plan
of a business
2 Understand how to select Social
Media tools and channels for a
business
2.1 Describe the different tools and channels that can be used
for Social Media
2.2 Describe the features and benefits of the different tools
and channels that can be used for Social Media
2.3 Identify the potential type of audience for each different
tool and channel that can be used for Social Media
2.4 Explain the factors to consider when selecting different
tools and channels for Social Media
2.5 Evaluate different tools and channels for Social Media
for business use
3 Understand how to measure the
success of using social media tools
and channels
3.1 Explain the importance of measuring the outcomes of
using different Social Media tools and channels
3.2 Explain why SMARTER targets should be set for different
Social Media tools and channels
3.3 Describe the methods a business can use to measure and
identify success of different Social Media tools and
channels
3.4 Describe what success could look like when using
different Social Media tools and channels for different
types and sizes of business
4 Understand how social media
policy and guidelines can impact a
business
4.1 Describe the components of a business’s social media
policy and guidelines
4.2 Explain the importance of having a social media policy and
guidelines
4.3 Explain the importance of having a reputation
management policy
ProQual, November 2017
Level 3 Diploma in Business Administration
96
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
4.4 Describe the benefits of managing perception changes in
a business’s reputation
4.5 Describe how to manage perception changes in a
business’s reputation
5 Be able to monitor how a business
is using Social Media
5.1 Explain the importance of knowing how similar businesses
or industries are using Social Media
5.2 Explain how to monitor the ways similar businesses or
industries are using Social Media
5.3 Monitor how a business is using Social Media
5.4 Identify improvements to a business’s use of Social Media
ProQual, November 2017
Level 3 Diploma in Business Administration
97
Unit F/506/2596
Principles of leadership and management
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles of
effective decision making
1.1 Explain the importance of defining the objectives, scope
and success criteria of the decisions to be taken
1.2 Assess the importance of analysing the potential impact
of decision making
1.3 Explain the importance of obtaining sufficient valid
information to enable effective decision making
1.4 Explain the importance of aligning decisions with business
objectives, values and policies
1.5 Explain how to validate information used in the decision
making process
1.6 Explain how to address issues that hamper the
achievement of targets and quality standards
2 Understand leadership styles and
models
2.1 Explain the difference in the influence of managers and
leaders on their teams
2.2 Evaluate the suitability and impact of different leadership
styles in different contexts
2.3 Analyse theories and models of motivation and their
application in the workplace
3 Understand the role, functions and
processes of management
3.1 Analyse a manager’s responsibilities for planning,
coordinating and controlling work
3.2 Explain how managers ensure that team objectives are
met
3.3 Explain how a manager’s role contributes to the
achievement of an organisation’s vision, mission and
objectives
3.4 Analyse theories and models of management
3.5 Explain how the application of management theories
guide a manager’s actions
3.6 Explain the operational constraints imposed by budgets
4 Understand performance
measurement
4.1 Explain the relationship between business objectives and
performance measures
4.2 Explain the features of a performance measurement
system
4.3 Explain how to set key performance indicators (KPIs)
4.4 Explain the tools, processes and timetable for monitoring
and reporting on business performance
4.5 Explain the use of management accounts and
management information systems in performance
management
4.6 Explain the distinction between outcomes and outputs
