ProQual Level 4 NVQ Diploma in Business Administration Course in Pakistan || Registration Open

ProQual Level 4 NVQ Diploma in Business Administration Course in Pakistan || Registration Open

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Introduction

This qualification is aimed at candidates who are developing, implementing and

monitoring administrative services within their organisation. It will support candidates’

progression in the workplace, particularly at management level, through the

development of high level administrative skills.

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 Qualifications Framework

(RQF) and provides a progression route to higher level or discipline related

qualifications.

Qualification Profile

Level 4 NVQ Diploma in Business Administration

Qualification title ProQual Level 4 NVQ Diploma in Business Administration

Ofqual qualification number 601/4758/1

Level 4

Total qualification time 400 hours

Guided learning hours 296

Assessment

Pass or fail

Internally assessed and verified by centre staff

External quality assurance by ProQual verifiers

Qualification start date 1/11/2014

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

To achieve the qualification candidates must complete a minimum of: 57 credits

  • 18 credits from the Mandatory units in Group A, plus
  • a minimum of 26 credits from Optional Group B
  • a maximum of 13 credits from Optional Group C

Group A Mandatory Units – complete all units

Unit Reference

Number Unit Title Unit

Level

Credit

Value

D/506/1956 Resolve administrative problems 4 6

T/506/1946 Manage the work of an administrative function 4 5

Y/506/1910 Communicate in a business environment 4 4

F/506/1819 Manage personal and professional development 3 3

Group B Optional Units – a minimum of 26 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

A/506/1950 Contribute to the design and development of an information

system

4 5

F/506/1951 Manage information systems 4 6

H/506/1957 Prepare specifications for contracts 4 4

M/506/1959 Council for Administration 4 6

R/506/1954 Support environmental sustainability in a business

environment 4 4

D/506/1911 Contribute to the improvement of business performance 3 6

F/506/1917 Monitor information systems 3 8

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

M/506/1914 Deliver a presentation 3 3

M/506/1945 Analyse and present business data 3 6

T/506/1915 Create bespoke business documents 3 4

Group C Optional Units – a maximum of 13 credits

Unit Reference

Number Unit Title Unit

Level

Credit

Value

A/506/1995 Manage a budget 4 4

A/506/2032 Manage knowledge in an organisation 4 5

F/506/1982 Develop working relationships with stakeholders 4 4

H/506/2042 Recruitment, selection and induction practice 4 6

J/506/1949 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

M/506/1962 Encourage learning and development 4 3

R/506/1999 Manage a project 4 7

T/506/1980 Initiate and implement operational change 4 4

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T/506/1994 Conduct quality audits 4 3

Y/506/1955 Develop and implement an operational plan 4 5

D/506/2055 Design business processes 5 5

F/506/2064 Optimise the use of technology 5 6

J/506/2048 Establish business risk management processes 5 5

R/506/2053 Promote equality of opportunity, diversity and inclusion 5 5

A/506/1821 Manage team performance 3 4

J/506/1921 Manage individuals’ performance 3 4

K/506/1927 Manage conflict within a team 3 5

K/506/1930 Implement and maintain business continuity plans and

processes

3 4

M/506/1928 Procure products and/or services 3 5

M/506/1931 Collaborate with other departments 3 3

Y/506/1924 Chair and lead meetings 3 3

D/506/2153 Champion customer service 4 4

J/506/2292 Encourage innovation 3 4

Barred Units

Source Units Target Units

Manage business risk

(L/506/2004)

Establish business risk management processes

(J/506/2048)

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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 verifier who are suitably qualified for the specific occupational area. Assessors

and internal 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 qualification is 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 9.

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 4 NVQ 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/506/1956

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

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Learning Outcome – The learner will: Assessment Criterion – The learner can:

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

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Level 4 NVQ Diploma in Business Administration

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Unit T/506/1946

Manage the work of an administrative function

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the

management of an

administrative function

1.1 Evaluate the way in which the purpose and values of

an organisation affect the design and delivery of

administrative services

1.2 Analyse the role of IT systems in the delivery of

administrative services

1.3 Explain how budgetary constraints affect

administrative functions

1.4 Analyse techniques to manage team members

1.5 Evaluate the role of stakeholder feedback in the

design and delivery of administrative services

1.6 Explain techniques used to monitor and evaluate

administrative work

1.7 Explain techniques to manage bottlenecks and

downtime in a way that meets volume targets and

quality standards

2 Be able to organise the

work of an administrative

function

2.1 Agree specific, measurable, achievable, realistic and

time-bound (SMART) objectives with their team

2.2 Specify how business targets and objectives will be

achieved

2.3 Develop systems and standard operating procedures

for administrative processes that meet

organisational and legal requirements

2.4 Set key performance indicators (KPIs) that are

capable of measuring the progress and efficiency of

the work of an administrative function

2.5 Obtain resources likely to enable targets and

objectives to be met within the agreed timescale

2.6 Allocate workloads in a way that is likely to meet

targets, deadlines and budgetary constraints

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3 Be able to manage

administrative workflows

3.1 Manage workflow in a way that is likely to meet

volume targets and quality standards

3.2 Minimise downtime and productivity waste

3.3 Provide support that facilitates the development of

team members and the achievement of targets and

objectives

3.4 Produce timely management reports that address

workflow information requests

3.5 Use feedback to prevent and resolve problems

3.6 Evaluate the efficiency and effectiveness of

administrative services

3.7 Implement improvements to administrative services

based on the results of evaluation

3.8 Adhere to organisational policies and procedures,

legal and ethical requirements in managing

administrative workflows

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Level 4 NVQ Diploma in Business Administration

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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

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

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

3.6 Respond in a way that is appropriate to the

situation and in accordance with organisational

policies and standards

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Level 4 NVQ Diploma in Business Administration

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Unit F/506/1819

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

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.4 Amend the personal and professional

development plan in the light of feedback

received from others’

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Unit A/506/1950

Contribute to the design and development of an information system

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand information

system design requirements

1.1 Analyse the requirements, advantages and

limitations of different ways of storing and

managing information in an organisation

1.2 Assess the ways in which information can be used

by an organisation

1.3 Evaluate the implications of data protection

requirements for the design of an information

system

2 Be able to contribute to the

specification of an

information system

2.1 Identify the users and stakeholders of an

information system

2.2 Identify the information that will be managed

within a system

2.3 Analyse the impact of budgetary constraints on the

design of an information system

2.4 Specify the functionality of a system that is capable

of delivering agreed requirements

2.5 Specify access and security restrictions and

systems that meet the design specification of an

information system

2.6 Identify resources needed to implement and

operate the system

2.7 Adhere to organisational policies and procedures,

legal and ethical requirements when contributing

to the specification of an information system

3 Be able to recommend

options for the development

of an information system

3.1 Evaluate the advantages and limitations of

proprietary and customised information systems

3.2 Evaluate the advantages and limitations of

designing a system in-house and commissioning a

system from an external source

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Identify the implications of testing information

systems before finalising the specification

3.4 Justify recommendations for the development of

an information system based on an analysis of

cost-effectiveness and functionality

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Level 4 NVQ Diploma in Business Administration

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Unit F/506/1951

Manage information systems

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

management of

information systems

1.1 Explain the uses of an information system

1.2 Describe typical information system interfaces

1.3 Analyse the implications of system updates and

system developments to an organisation

1.4 Analyse the use of stakeholders’ feedback on the

effectiveness of an information system

1.5 Evaluate the implications of data protection

requirements for the management and use of an

information system

2 Be able to set up

information system

processes

2.1 Develop standard operating procedures for

administrative processes that meet organisational and

legal requirements

2.2 Implement management processes that are capable of

identifying and resolving problems

2.3 Analyse users’ training needs for an information

system

3 Be able to manage an

information system

3.1 Monitor the quality of information against agreed key

performance indicators (KPIs)

3.2 Update information systems in line with business and

users’ needs

3.3 Provide training and support in the use of information

systems to users and stakeholders

3.4 Manage problems in the information system in a way

that minimises disruption to business

3.5 Evaluate the effectiveness of an information system

3.6 Make recommendations for improvements that will

enhance the efficiency of an information system

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.7 Adhere to organisational policies and procedures,

legal and ethical requirements in the management of

an information system

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Level 4 NVQ Diploma in Business Administration

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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

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Level 4 NVQ Diploma in Business Administration

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Unit M/506/1959

Manage events

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

management of an event

1.1 Explain how organisational objectives will be met by an

event

1.2 Explain the flexibilities and constraints of an event’s

budget

1.3 Evaluate the use of project management techniques in

event management

1.4 Analyse how models of contingency and crisis

management can be applied to event management

1.5 Analyse the use of customer relationship management

(CRM) systems to attract attendees

1.6 Evaluate the application of the principles of logistics to

event management

1.7 Describe the insurance requirements of an event

2 Be able to manage the

planning of an event

2.1 Identify the purpose of an event and the key messages

to be communicated

2.2 Identify target attendees for an event

2.3 Assess the impact of an event on an organisation and

its stakeholders

2.4 Establish requirements for resources, location,

technical facilities, layout, health and safety

2.5 Identify how event-related risks and contingencies will

be managed

2.6 Develop an event plan that specifies objectives, success

and evaluation criteria

2.7 Make formal agreements for what will be provided, by

whom and when

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Level 4 NVQ Diploma in Business Administration

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

2.8 Determine methods of entry, security, access and

pricing

3 Be able to manage an

event

3.1 Manage the allocation of resources in accordance with

the event management plan

3.2 Respond to changing circumstances in accordance with

contingency plans

3.3 Deliver agreed outputs within the timescale

3.4 Manage interdependencies, risks and problems in

accordance with the event management plan

3.5 Comply with the venue, insurance and technical

requirements

3.6 Apply the principles and good practice of customer

care when managing an event

3.7 Adhere to organisational policies and procedures, legal

and ethical requirements when managing an event

4 Be able to follow up an

event

4.1 Ensure that all post-event leads or actions are followed

up

4.2 Optimise opportunities to take actions that are likely to

further business objectives

4.3 Evaluate the effectiveness of an event against agreed

criteria

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Level 4 NVQ Diploma in Business Administration

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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 4 NVQ 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 problemsolving

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 problemsolving

3.5 Develop a plan and success criteria that are

appropriate to the nature and scale of a problem

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Level 4 NVQ Diploma in Business Administration

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Learning Outcome – The learner

will: Assessment Criterion – The learner can:

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 4 NVQ Diploma in Business Administration

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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

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Level 4 NVQ Diploma in Business Administration

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Learning Outcome – The

learner will: Assessment Criterion – The learner can:

2.7 Adhere to organisational policies and procedures, and legal

and ethical requirements when monitoring information

systems

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Level 4 NVQ 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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

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Unit J/506/1918

Evaluate the 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 accommodationrelated 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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

31

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

32

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 4 NVQ Diploma in Business Administration

33

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

34

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

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 4 NVQ Diploma in Business Administration

35

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

36

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

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 4 NVQ Diploma in Business Administration

37

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 4 NVQ Diploma in Business Administration

38

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

budget-setting

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

39

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

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 4 NVQ Diploma in Business Administration

40

Unit A/506/2032

Manage knowledge in an organisation

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles of

knowledge management

1.1 Explain the concept, scope and importance of

knowledge management

1.2 Explain the concept of intellectual property

1.3 Identify the business drivers that lead to

effective knowledge management

1.4 Explain the risks associated with knowledge

management and their potential implications

1.5 Explain the importance of engaging others and

communicating knowledge management issues

and activities

1.6 Explain best practice principles and techniques

for effective knowledge management

1.7 Describe strategies to manage tacit and explicit

knowledge

2 Be able to identify knowledge to

be managed within an

organisation

2.1 Identify the criteria against which knowledge

will be managed

2.2 Engage colleagues in identifying the knowledge

to be managed

3 Be able to manage knowledge

within an organisation

3.1 Implement actions in accordance with the

knowledge management plan

3.2 Adhere to security processes for the collection,

storage and retrieval of knowledge

3.3 Evaluate the extent to which current knowledge

management systems and processes are fit for

purpose

3.4 Recommend improvements to processes and

systems to manage knowledge

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

41

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.5 Assess the likely impact and implications of the

loss of knowledge

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

42

Unit F/506/1982

Develop working relationships with stakeholders

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand working

relationships with stakeholders

1.1 Analyse stakeholder mapping techniques

1.2 Explain how influencing skills and techniques

can be used to enhance the relationship with

stakeholders

1.3 Explain how expectation management and

conflict resolution techniques are applied to

stakeholder management

1.4 Analyse the advantages and limitations of

different types of stakeholder consultation

1.5 Evaluate the risks and potential consequences of

inadequate stakeholder consultation

2 Be able to determine the scope

for collaboration with

stakeholders

2.1 Identify the stakeholders with whom

relationships should be developed

2.2 Explain the roles, responsibilities, interests and

concerns of stakeholders

2.3 Evaluate business areas that would benefit from

collaboration with stakeholders

2.4 Evaluate the scope for and limitations of

collaborating with different types of stakeholder

3 Be able to develop productive

working relationships with

stakeholders

3.1 Create a climate of mutual trust and respect by

behaving openly and honestly

3.2 Take account of the advice provided by

stakeholders

3.3 Minimise the potential for friction and conflict

amongst stakeholders

4 Be able to evaluate

relationships with stakeholders

4.1 Monitor relationships and developments with

stakeholders

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

43

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

4.2 Address changes that may have an effect on

stakeholder relationships

4.3 Recommend improvements based on analyses

of the effectiveness of stakeholder relationships

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

44

Unit H/506/2042

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

45

Learning Outcome – The learner will: Assessment Criterion – The learner can:

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

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 to new

starters

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

46

Learning Outcome – The learner will: Assessment Criterion – The learner can:

4.7 Provide support that meets new starters’

needs throughout the induction period

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

47

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

48

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

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 4 NVQ Diploma in Business Administration

49

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 4 NVQ Diploma in Business Administration

50

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 noncompliance

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 4 NVQ Diploma in Business Administration

51

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 4 NVQ Diploma in Business Administration

52

Unit M/506/1962

Encourage learning and development

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the

principles of learning and

development

1.1 Assess the role of continuous professional

development (CPD) in identifying and meeting

individuals’ learning and development for current and

future business needs

1.2 Analyse the advantages and limitations of different

learning and development methods

1.3 Explain how to identify individuals’ learning and

development needs

1.4 Evaluate the role of self-reflection in learning and

development

2 Be able to support

individuals’ learning and

development

2.1 Promote the benefits of learning to people in own area

of responsibility

2.2 Support individuals in identifying their current and

likely future learning and development needs from a

range of information sources

2.3 Agree with individuals the learning activities to be

undertaken, ensuring they are within agreed budgets

and consistent with business needs

2.4 Summarise agreed learning objectives, learning

activities, review mechanisms and success criteria in a

personal development plan

2.5 Create an environment that encourages and promotes

learning and development

2.6 Provide opportunities for individuals to apply their

developing competence in the workplace

3 Be able to evaluate

individuals’ learning and

development

3.1 Analyse information from a range of sources on

individuals’ performance and development

3.2 Evaluate the effectiveness of different learning and

development methods

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

53

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.3 Agree revisions to personal development plans in the

light of feedback

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

54

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

55

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

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 4 NVQ Diploma in Business Administration

56

Unit T/506/1980

Initiate and implement operational change

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the

implementation of

operational change

1.1 Explain sources of information indicating the need

for change

1.2 Analyse the advantages and limitations of different

project and change management techniques

1.3 Analyse the characteristics, strengths and

weaknesses of evaluation techniques used in change

management

2 Be able to plan for

operational change

2.1 Develop an operational plan that includes specific,

measurable, achievable, realistic and time-bound

(SMART) objectives and resources

2.2 Take action to ensure that colleagues are briefed on

their roles, responsibilities and change objectives

2.3 Provide colleagues with the support needed to

implement operational change

3 Be able to manage

operational change

3.1 Implement the change plan within the agreed

timescale using available resources

3.2 Assess the significance of deviations from the

change plan

3.3 Address interdependency issues and tensions that

affect the achievement of change objectives

3.4 Assess the value and risks of unintended outcomes

from operational change

3.5 Inform stakeholders of any unforeseen obstacles or

problems and the actions that have been taken

4 Be able to evaluate the

effectiveness of operational

change

4.1 Evaluate the effectiveness of operational change

4.2 Identify areas for improvement, justifying

conclusions and recommendations with evidence

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

57

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

4.3 Communicate to stakeholders the lessons learned

from the change

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

58

Unit T/506/1994

Conduct 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 to carry out

quality audits

2.1 Establish the quality requirements applicable

to the work being audited

2.2 Develop a plan for a quality audit

2.3 Prepare the documentation needed to

undertake a quality audit

2.4 Specify data requirements to those who will

support the audit

3 Be able to conduct quality audits 3.1 Confirm that any previously agreed actions

have been implemented

3.2 Analyse information against agreed quality

criteria

3.3 Identify instances where business processes,

quality standards and/or procedures could be

improved

3.4 Agree actions and timescales that will remedy

non-conformance or non-compliance

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

59

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 time-bound (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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

60

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

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 4 NVQ Diploma in Business Administration

61

Unit D/506/2055

Design business processes

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand techniques and

tools that support the design of

business processes

1.1 Analyse the principles of business change and

business process re-engineering

1.2 Evaluate the concept and application of

workflow patterns and usability testing

1.3 Evaluate a range of modelling tools

1.4 Analyse the factors to be taken into account

when evaluating the effectiveness of business

processes

2 Be able to develop business

processes

2.1 Evaluate the scope for business process

improvement and constraints

2.2 Generate ideas that meet defined business

needs

2.3 Test a proposed process through a modelling

exercise

2.4 Evaluate the feasibility and viability of a

proposed process against agreed criteria

2.5 Establish the degree of overlap between a

proposed process and existing processes and

systems

2.6 Resolve tensions between existing and

proposed systems and processes

2.7 Adhere to organisational policies and

procedures, legal and ethical requirements

when developing business processes

3 Be able to evaluate the

effectiveness of business

processes

3.1 Analyse valid information using techniques that

are appropriate to the process being evaluated

3.2 Assess the cost and benefit of a business

process to the organisation

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

62

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.3 Justify recommendations for the rejection,

adoption or enhancements to processes with

evidence

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

63

Unit F/506/2064

Optimise the use of technology

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand the principles

underpinning the optimisation

of technology

1.1 Explain how to keep up-to-date with technological

developments

1.2 Analyse the requirements of organisational

procurement processes

1.3 Evaluate the implications of technology for

business continuity and crisis management plans

1.4 Evaluate the legal implications of changes to the

use of technology

1.5 Analyse the requirements of a technology strategy

2 Be able to scope the use of

technology

2.1 Establish evaluation criteria for the use of

technology including extent of use, value,

efficiency and quality

2.2 Evaluate the current use of technology against

agreed criteria

2.3 Identify the scope for improvement including

training, adaptations to existing systems and the

implementation of new systems

2.4 Identify the strategic implications of changes to

the use of technology

2.5 Assess the risks, limitations and benefits of

changes to the use of technology

3 Be able to optimise the use of

technological solutions

3.1 Specify technological requirements and priorities

including the input of others in accordance with

organisational technology strategy

3.2 Take action to ensure the compatibility of

technological plans and systems with other

systems, processes and plans

3.3 Recommend technological solutions that meet the

specified objectives

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

64

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

4 Be able to manage the use of

technology

4.1 Develop procedures that address all aspects of the

technology and their implications

4.2 Take action to ensure that everyone using the

technology is adequately trained and equipped

4.3 Promote the benefits of technology

4.4 Use monitoring techniques that are appropriate to

the nature of the work carried out and the system

4.5 Take prompt corrective action in the event of

problems arising

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

65

Unit J/506/2048

Establish business risk management processes

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand business risk

management models and

techniques

1.1 Analyse standards relating to the management of

business risk

1.2 Analyse the factors influencing different types of

risk

1.3 Evaluate the relationship between risk

management, business continuity and crisis

management

1.4 Evaluate a range of scenario planning and crisis

management models

1.5 Analyse methods of calculating risk probability

1.6 Analyse the effectiveness of a range of risk

monitoring techniques

1.7 Analyse the significance of risk governance

structures and ownership

2 Be able to develop business

risk management processes

2.1 Review periodically the effectiveness of risk

management strategy, policy and criteria

2.2 Take action to ensure that risk profiles remain

current and relevant

2.3 Develop viable and affordable risk management

processes that are consistent with business needs

and the degree of potential impact of the risk

2.4 Develop contingency and business disruption

processes that are commensurate with the degree

of risk to business as usual and organisational

reputation

2.5 Take action to ensure that risk management

processes are integrated into operational plans and

activities

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

66

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3 Be able to evaluate the

effectiveness of business risk

management processes

3.1 Appraise the suitability of a range of risk evaluation

techniques to business risk management

3.2 Evaluate risk using valid quantitative and

qualitative information

3.3 Identify areas for improvement in identifying and

managing risk

3.4 Encourage a culture that accepts and manages risk

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

67

Unit R/506/2053

Promote equality of opportunity, diversity and inclusion

Learning Outcome – The learner will: Assessment Criterion – The learner can:

1 Understand the principles

underpinning equality, diversity and

inclusion in the workforce

1.1 Analyse the development of equality,

diversity and inclusion policies and

practices in the workforce

1.2 Evaluate the application of approaches to

equal opportunities

1.3 Evaluate the impact of equality, diversity

and inclusion policy on workforce

performance

1.4 Evaluate methods of managing ethical

conflicts

1.5 Evaluate the business benefits of effective

equality, diversity and inclusion policies

and practices

1.6 Evaluate the impact of equality, diversity

and inclusion on organisational practices

1.7 Evaluate the requirements of legislation,

regulation and codes of practice affecting

equality, diversity and inclusion in the

workforce

2 Be able to evaluate organisational

strategies, policies and practices

which address equality, diversity and

inclusion requirements

2.1 Identify the extent to which equality,

diversity and inclusion strategies, policies

and practices are fit for purpose

2.2 Identify strengths and weaknesses by

benchmarking organisational equality,

diversity and inclusion policies and

practices internally and externally

2.3 Identify a range of areas for improvement

in human resource practices, organisational

systems, procedures and/or processes

2.4 Appraise the basis for setting criteria to

evaluate the effectiveness of equality,

diversity and inclusion strategies, policies

and practices

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

68

Learning Outcome – The learner will: Assessment Criterion – The learner can:

3 Be able to promote equality, diversity

and inclusion policies and practices

3.1 Devise a communications strategy and plan

that covers everyone within their area of

responsibility

3.2 Use communication media that are

appropriate to the nature and structure of

the organisation when promoting equality,

diversity and inclusion

3.3 Take action to ensure that equality,

diversity and inclusion policies and

practices are embedded in business

practices

3.4 Promote a culture where actual and

potential discrimination is challenged

3.5 Take action to ensure that organisational

procedures, culture and values reinforce

good practices and encourage people to

challenge discrimination

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

69

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 4 NVQ Diploma in Business Administration

70

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 4 NVQ Diploma in Business Administration

71

Unit K/506/1927

Manage conflict within a team

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

1 Understand the principles

of conflict management

1.1 Evaluate the suitability of different methods of

conflict management in different situations

1.2 Describe the personal skills needed to deal with

conflict between other people

1.3 Analyse the potential consequences of unresolved

conflict within a team

1.4 Explain the role of external arbitration and

conciliation in conflict resolution

2 Be able to reduce the

potential for conflict within

a team

2.1 Communicate to team members their roles,

responsibilities, objectives and expected standards of

behaviour

2.2 Explain to team members the constraints under

which other colleagues work

2.3 Review systems, processes, situations and structures

that are likely to give rise to conflict in line with

organisational procedures

2.4 Take action to minimise the potential for conflict

within the limits of their own authority

2.5 Explain how team members’ personalities and

cultural backgrounds may give rise to conflict

3 Be able to deal with conflict

within a team

3.1 Assess the seriousness of conflict and its potential

impact

3.2 Treat everyone involved with impartiality and

sensitivity

3.3 Decide a course of action that offers optimum

benefits

3.4 Explain the importance of engaging team members’

support for the agreed actions

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

72

Learning Outcome – The

learner will: Assessment Criterion – The learner can:

3.5 Communicate the actions to be taken to those who

may be affected by it

3.6 Adhere to organisational policies and procedures,

legal and ethical requirements when dealing with

conflict within a team

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

73

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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

74

Learning Outcome – The learner will: Assessment Criterion – The learner can:

3.3 Update plans and processes in the light of

feedback from business continuity

exercises and other sources of information

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

75

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 4 NVQ Diploma in Business Administration

76

Unit M/506/1931

Collaborate with other departments

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to collaborate

with other departments

1.1 Explain the need for collaborating with other

departments

1.2 Explain the nature of the interaction between

their own team and other departments

1.3 Explain the features of effective collaboration

1.4 Explain the potential implications of ineffective

collaboration with other departments

1.5 Explain the factors relating to knowledge

management that should be considered when

collaborating with other departments

2 Be able to identify opportunities

for collaboration with other

departments

2.1 Analyse the advantages and disadvantages of

collaborating with other departments

2.2 Identify with which departments collaborative

relationships should be built

2.3 Identify the scope for and limitations of possible

collaboration

3 Be able to collaborate with

other departments

3.1 Agree Service Level Agreements (SLAs),

objectives and priorities of collaborative

arrangements

3.2 Work with other departments in a way that

contributes to the achievement of organisational

objectives

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

77

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 4 NVQ Diploma in Business Administration

78

Unit D/506/2153

Champion customer service

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

1 Understand how to champion

customer service

1.1 Evaluate the importance of viewing operations

from the customer’s viewpoint

1.2 Analyse the role of service partners in providing

customer service

1.3 Evaluate the effectiveness of information

collection systems and reports

1.4 Describe organisational decision-making

processes and limits of their own authority

1.5 Assess the suitability of a range of monitoring

techniques to identify opportunities for

customer service improvements

1.6 Describe activities that give added value to the

service chain

2 Be able to identify the scope for

improvements to customer

service

2.1 Monitor customer service delivery to identify

issues that are important to customer service

2.2 Analyse the implications of improvements to

customer service

2.3 Identify customer service issues relating to new

products and/or services

2.4 Identify the strategic and managerial

implications of changes to customer service and

the service offer

3 Be able to champion customer

service

3.1 Promote the role of customer service within an

organisation’s operational plans

3.2 Inform individual staff members about their role

in championing customer service

3.3 Promote the benefits of effective customer

service

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

79

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.4 Provide validated customer service advice and

information to colleagues

3.5 Support others to identify areas for

improvement to customer service

3.6 Monitor the effectiveness of advice and

information given

3.7 Take actions to ensure that customer service

delivery meets agreed standards

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

80

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 stake-holders 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

ProQual, November 2017

Level 4 NVQ Diploma in Business Administration

81

Learning Outcome – The learner

will: Assessment Criterion – The learner can:

3.4 Design processes that support efficient

implementation

 

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