EOS Database Administration L3 & L4
EOS Database Administration L3 & L4
OCCUPATIONAL STANDARD
DATABASE ADMINISTRATION
NTQF Level III and IV
Ministry of Education
August 2011
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the policies
and strategies of the Ethiopian Government, technology transformation – by using
international standards and international best practices as the basis, and, adopting,
adapting and verifying them in the Ethiopian context – is a pivotal element. TVET is
given an important role with regard to technology transfer. The new paradigm in the
outcome-based TVET system is the orientation at the current and anticipated future
demand of the economy and the labor market.
The Ethiopia Occupational Standard (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF).They are national Ethiopia standards, which
define the occupational requirements and expected outcome related to a specific
occupation without taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the respective
occupation with all the key components of a Unit of Competence:
chart with an overview of all Units of Competence for the respective level including
the Unit Codes and the Unit Titles
contents of each Unit of Competence (competence standard)
occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career path
NTQF Level IV
1. Set objectives 1.1 Objectives are consistent with and linked to work activities in
accordance with organizational aims
1.2 Objectives are stated as measurable targets with clear time
frames
1.3 Support and commitment of team members are reflected in
the objectives
1.4 Realistic and attainable objectives are identified
2. Plan and 2.1 Tasks/work activities to be completed are identified and
schedule work prioritized as directed
activities 2.2 Tasks/work activities are broken down into steps in
accordance with set time frames achievable components in
accordance with set time frames
2.3 Resources are allocated as per requirements of the activity
2.4 Schedule of work activities is coordinated with personnel
concerned
3. Implement 3.1 Work methods and practices are identified in consultation
work plans with personnel concerned
3.2 Work plans are implemented in accordance with set time
frames, resources and standards
4. Monitor work 4.1 Work activities are monitored and compared with set
activities objectives
4.2 Work performance is monitored
4.3 Deviations from work activities are reported and
recommendations are coordinated with appropriate
personnel and in accordance with set standards
4.4 Reporting requirements are complied with in accordance with
recommended format
Variable Range
Objectives Specific
General
Resources Personnel Supplies and materials
Equipment and Sources for accessing specialist advice
technology Budget
Services
Schedule of work Daily Regular
activities Work-based Confidential
Contractual Disclosure /Non-disclosure
Work methods Work methods and practices may include but not limited to:
and practices Legislated regulations and codes of practice
Industry regulations and codes of practice
Occupational health and safety practices
Work plans Daily work plans Resource plans
Project plans Skills development plans
Program plans Management strategies and
Organization strategic objectives
and restructuring plans
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Standards Performance targets
Performance management and appraisal systems
National competence standards
Employment contracts
Client contracts
Discipline procedures
Workplace assessment guidelines
Internal quality assurance
Internal and external accountability and auditing requirements
Training Regulation Standards
Safety Standards
personnel/ Management
authorities Line Staff
Feedback Include:
mechanisms Verbal feedback Questionnaire
Informal feedback Survey
Formal feedback Group discussion
Evidence Guide
Critical Aspects Assessment requires evidence that the candidate:
of Competence set objectives
planned and scheduled work activities
implemented work plans
monitored work activities
reviewed and evaluated work plans and activities
Underpinning Organization’s strategic plan, policies rules and regulations,
Knowledge laws and objectives for work unit activities and priorities
Organizations policies, strategic plans, guidelines related to
the role of the work unit
Team work and consultation strategies
Underpinning Planning and Organizing
Skills Leading and Coordinating
Presentation skills and Communication Skills
Inter-and intra-person/motivation skills
Resource The following resources must be provided:
Implications Workplace or fully equipped location with necessary tools and
equipment as well as consumable materials
Assessment Competence may be assessed through:
Methods Interview / Written exam
Observation / Demonstration
Context for Competence may be assessed in the workplace or in simulated
Assessment work
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Occupational Standard: Database Administration Level IV
Unit Title Contribute to the Development of Strategic Plan
Unit Code EIS DBA4 02 0811
Unit Descriptor This unit defines the competency required to participate in the
planning process and to contribute to the development of a
strategic plan
1. Plan for 1.1 A planning committee is formed and clarified the roles of
strategy people involved in the process.
1.2 Issues are identified that the planning process should
address.
1.3 Information that must be collected is identified.
2. Investigate the 2.1 Mission and vision statements of the organisation are
current investigated.
environment 2.2 Current internal and external environment of the organisation
is investigated
3. Participate in 3.1 The most important issues facing organisation is identified,
feedback using the information gathered.
session 3.2 Review session is undertaken with appropriate person(s)
to confirm issues identified.
4. Finalize and 4.1 Written plan is created to document the mission, vision,
validate plan issues, objectives and strategies of the organization.
4.2 Written plan submitted to appropriate person(s) for approval.
4.3 Feedback is reviewed and alterations are made where
appropriate.
Variable Range
Information May include but is not limited to system functionality, geography,
environment, client user and cost constraints, competitors
Appropriate May include a supervisor, teacher, authorized business
person representative or client
Objectives May be contained in the following:
Business strategy
Business planning document
Client expectations brief
1. Review 1.1 Requests are received and documented for hardware and
change software changes, utilizing a change management system
requests and according to organizational help desk procedures.
1.2 System data are gathered and organized relevant to the
change requests, using available diagnostic tools.
1.3 The proposed changes are reviewed against current and
future business requirements.
1.4 System data are examined, with work team, in order to
select appropriate changes to be carried out.
1.5 Selected changes are discussed and e clarified with client.
2. Modify 2.1 Potential solution is identified to solve problems.
system 2.2 Recommendations about possible solutions are developed,
according to documented, ranked and presented to the appropriate
requested person for decision.
changes
2.3 Implementation and evaluation of solutions are planned.
2.4 Recommended solutions are technically documented and
submitted to appropriate person for confirmation.
3. Train on 3.1 Training is prepared to meet the needs of client in using the
the use of changed system.
modified 3.2 Prepared training is delivered appropriately for client
system
Evidence Guide
Critical Aspects of Demonstrates ability to:
Competence achieve a physical transfer or transformation of data
migrate data from the legacy systems to the staging area (if
necessary)
data conditioning, cleaning, transformation, and integration in
the staging area
storing, updating and exporting converted data
data loading and indexing on the production server
ensuring data quality throughout the data conversion process
ensure data is complete and valid
ensure sound structural integrity of both the legacy system and
the new database/data warehouse
ensure data reflects and works with the business rules and
data standards
monitor and support data conversion
1. Apply basic 1.1 Basic language syntax rules and best practices are
language observed
syntax and 1.2 Language data-types, operators and expressions are used
layout
1.3 The appropriate language syntax for sequence, selection
and iteration constructs is used.
1.4 A modular programming approach is used
1.5 Arrays and arrays of objects are used
2. Apply basic 2.1 A class that contains primitive member/instance variables is
OO principles implemented
in the target 2.2 A class that contains multiple options for object construction
language is implemented
2.3 A class uses user defined aggregation
2.4 Inheritance is implemented to at least 2 levels of depth
2.5 Polymorphism is used at a simple level through inheritance
to enable easy code extension
3. Debug code 3.1 An integrated development environment is used,
particularly the language debugging facilities
3.2 Program debugging techniques are used to detect and
resolve errors.
4. Document 4.1 Guidelines for developing maintainable code adhering to a
activities set of coding standard is followed
4.2 Internal documentation standards and tools are followed and
used
5. Test code 5.1 Simple tests are developed and conducted to confirm the
coding process meets design specification
5.2 The tests performed are documented
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5.3 Corrections are made to the code and the documentation as
needed
Variable Range
Language This may be any of the following languages, but is not limited to:
Visual Basic
Java
C++
Small Talk
Eiffel
Integrated This may include but not limited to:
development Visual C++
environment Visual Studio suite
Eclipse
J-Edit
Code Warrior
Jbuilder
Evidence Guide
Critical aspects of Assessment must confirm that:
Competence Application programs are designed and built in accordance
with systems and programming requirements and standards.
Application or programs developed using object-oriented
language meets required user specifications
Underpinning Knowledge includes:
Knowledge Understanding of Object oriented programming concepts
Object oriented programming language
Small size application development
Using a GUI to interact with operator
Underpinning Skills include:
Skills Reading and interpreting program specifications, translating
requirements from problem space to machine space
Integrated Development environment usage
Programming techniques
Internal (code) documentation techniques
Testing and debugging techniques
Documentation techniques
Resources To demonstrate this unit of competence the following resources
Implication will be required:
Programming language and development environment
1. Write 2.1 Data from a table and specific columns is retrieved using
ADVANCED specific query and 'Order by' used to sort query output
SQL statement 2.2 Number of rows restricted is retrieved by placing specific
to retrieve and criteria in the 'where' clause and select statement
sort data
2.3 Comparison operators in the 'where' clause is used to
compare numeric, character, string, date and time data
2.4 Boolean operators is used with the correct precedence
2.5 Criteria in the 'where' clause is used to check for a range of
values, to select values from a list, and to check for values
that match a pattern
2.6 SQL syntax is used to suppress duplicate values from query
results and action taken to exclude null values from a query
result
2.7 Inner join syntax is employed to retrieve data from two or
more tables
2.8 'Left outer', 'right outer' and 'full outer' syntax is used to join
tables in the select statement
2.9 Correct syntax in the 'where' clause is used to retrieve data
from multiple tables
2.10 Union query that retrieves data from more than one table is
written
2. Write 2.1 Arithmetical operations are used with the correct
ADVANCED precedence.
SQL 2.2 String functions and operators is used to obtain the required
statements query output
that use
functions 2.3 Mathematical functions are used to obtain the required
output, where required
2.4 Date functions are used to obtain the required output
2.5 SQL aggregate functions are used to obtain the required
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output
3. Write 3.1 'Group by' used to aggregate data by multiple columns
ADVANCED 3.2 Aggregated data is sorted in the query output
SQL
statements 3.3 Aggregated data is filtered using the 'having' clause
that use
aggregation
and filtering
Variable Range
Comparison May include
operators equal to
not equal to
greater than
less than
greater than or equal to
less than or equal to
Boolean May include
operators use of AND, OR, NOT
Database May include but not limited to
Oracle
Sybase,
Microsoft SQL Server
Ingres
DB2
Informix
MySQL
Postgres SQL
Arithmetical May include but not limited to:
operators Addition
Subtraction
Multiplication
Modulus
division
Mathematical May include but not limited to:
functions COS
log
power
Sin
square root
Information May include but not limited to:
Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence Write advanced SQL statement to retrieve and sort data
Write advanced SQL statements that use functions
Write advanced SQL statements that use aggregation and
filtering
Write and execute SQL sub-queries
Underpinning Demonstrates knowledge of:
Knowledge and Broad knowledge of data modeling structures
Attitudes Data analysis, particularly in determining data types, data
structures and to query and report design
Run time facilities in relation to implementing live database
DBMS fundamentals
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
Variable Range
Objectives May include but are not limited to how and what the organization
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wants to achieve in:
work environment
problem solution processes
preventative maintenance and diagnostic policy
roles and technical responsibilities in the IT department
vendor and product service-level support agreements
Database May include but not limited to:
relational databases
object-relational databases
proprietary databases
commercial off the shelf (COTS)database packages
Documentation May follow:
ISO/IEC/AS standards,
audit trails,
naming standards,
version control,
project management templates and report writing principles
Client May include but not limited to:
internal departments,
external organizations,
individual people and employees
System May include but not limited to:
architecture Operating system: Novell NetWare 5 or above or any
operating system that has multi-user ability, Linux, Windows
2000 or above
Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, mSQL, MySQL, SQL server
Configuration: small memory model, large memory model,
requests per second
Hardware May include but not limited to:
workstations
personal computers
modems and other connectivity devices
networks
DSL modems
remote sites and servers
Software May include but not limited to:
commercial
in-house
packaged or customized software
Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence Identifying entities and relationships
Developing normalization
Validating model
Underpinning Demonstrates knowledge of:
Knowledge and OHS principles and responsibilities in regard to self and
Attitudes others
Function and features of databases
Data modeling
Network architecture
Common system hardware in relation to
client/server/database architecture
Underpinning Demonstrates skills to:
Skills Determine database functionality
identify scalability and functionality requirements
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
1. Prepare for test 1.1 Test environment is prepared inline with work guideline.
1.2 Software life cycle is determined based on work principles.
1.3 Test plan and appropriate test tools are defined.
1.4 System is recognized and separated into run able modules
mirroring live scenarios.
1.5 Logs and result sheets are gathered and prepared.
1.6 Scheduled test are announced to ensure preparedness and
understanding of implications for operations.
1.7 Test scripts (online test) or test run (batch test) are prepared
for running.
1.8 Expected results are reviewed against acceptance criteria
(walkthrough) and system requirements Documentation.
2. Conduct test 2.1 Test scripts and document results are run in line with test
and acceptance processes.
2.2 Required quality benchmarks or comparisons are performed
in readiness for acceptance testing.
2.3 Organization/industry standards are adopted, where
appropriate.
2.4 Actual results to expected results are compared on
completion of each system unit, and completed result
sheets.
Variable Range
Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence preparing test cases
conducting test
Underpinning Demonstrates knowledge of:
Knowledge and broad general knowledge of system requirements with detailed
Attitudes knowledge of particular system requirements and features
broad knowledge of automated test tools with detailed
knowledge of features and processes in some areas
organizational rules for preparing test
detailed knowledge of underlying test data
detailed knowledge of input/output requirements
Underpinning Demonstrates skills to:
Skills prepare for test
conduct test
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
2. Manage 2.1 Take action to ensure that a data dictionary has been
database compiled and that data structures are in place
2.2 Maintain data integrity constraints according to business
requirements
2.3 Create and design indexes and multiple-field keys according
to business requirements
2.4 Monitor the locking options chosen for the database
2.5 Confirm that recent back-ups of the database have been
stored and that back-ups can be retrieved as a full working
copy
2.6 Monitor the data storage space for ongoing viability and
resize as needed
2.7 Update data according to organizational guidelines
3. Manage 3.1 Allocate or remove access privileges according to user
database status
access 3.2 Monitor network server log-in log file for illegal log-in
attempts or for security breaches
3.3 Manage system resources in the context of database
administration
Variable Range
Evidence Guide
Critical aspects of Assessment must confirm the ability to consistently manage
Competence and administer a database.
Monitor data and provide solutions to a defined range of
unpredictable problems
Underpinning Demonstrates knowledge of:
Knowledge and General knowledge of structured query language (SQL)
Attitudes General knowledge of database administration
Detailed knowledge of tuning methodologies
General knowledge of the principles of databases
Detailed knowledge of database management tools
Detailed knowledge of back-up and recovery methodologies
Detailed knowledge of database security
Underpinning Analysis skills in relation to working database processes
Skills Report writing skills for business
Database management skills requiring depth in some areas
Analysis and evaluation of information relating to database
performance
Problem solving skills in database processes
Research skills for identifying, analyzing and evaluating
features of a
particular database
Resource To demonstrate competence in this unit the candidate will require
Variable Range
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Diagnostic tools May include:
software or electronics equipment (e.g. volt-meter,
oscilloscope, data analyzer)
Database May include but not limited to:
relational databases,
object-relational databases,
proprietary databases,
commercial off the shelf (COTS) database packages
Architecture May include but not limited to:
Operating system: Novell NetWare 5 or above or any
operating system that has multi-user ability, Linux, Windows
2000 or above
Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, mSQL, MySQL, SQL server
Configuration: small memory model, large memory model,
requests per second
Performance May include but not limited to:
improvements to response time,
simultaneous access,
Compacting database files and repairing the database.
Structured Query May include:
Language Information technology
database languages – SQL definition
May include Information technology - database languages -
SQL - definition
of data structures and basic operations of data structures and
basic operations
Tools and May include but not limited to:
equipment Computers , DBMS software, tapes, Server
Evidence Guide
1. Apply existing 1.1 Situations are identified where existing knowledge can be
knowledge and used as the basis for developing new skills.
techniques to 1.2 New or upgraded technology skills are acquired and used to
technology enhance learning.
transfer
1.3 New or upgraded equipment is Identified, classified and used
where appropriate, for the benefit of the organization.
2. Apply functions 2.1 Testing of new or upgraded equipment is conducted.
of technology 2.2 Features of new or upgraded equipment and software are
to assist in applied within the organization.
solving
organizational 2.3 Features and functions of new or upgraded equipment is used
problems 2.4 Sources of information relating to new or upgraded equipment
is accessed and used.
3. Evaluate new 3.1 New or upgraded equipment is evaluated for performance
or upgraded usability and against OH&S standards.
technology 3.2 Environmental considerations are determined from new or
performance upgraded equipment.
3.3 Feedback from users are looked for, where appropriate.
Variable Range
Equipment May include but not limited to:
workstations
personal computers, hard drives and monitors
modems and other connectivity devices
printers
DSL modems
switches and hubs
personal digital assistant (PDA) and other peripheral devices
Variable Range
Legislated May include but not limited to:
requirements Verification of work quality as part of sector legislation or
specific legislation related to process of work content or
composition.
Safety It may include but not limited to:
procedures Use of tools and equipment
Working place environment handling of material safety
Following Occupational health and safety procedures
designated for the task
Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence Monitoring quality of work
Establishing quality requirements for work
Participating in maintaining and improving quality of work
Assisting in planning of quality assurance procedures
Reporting problems that affect quality
Implementing quality assurance procedures
Underpinning Demonstrates knowledge of:
Knowledge and Applying federal and regional legislation within day-today work
Attitudes activities
Variable Range
Learning and Coaching, mentoring and/or supervision
development Formal/informal learning program
needs Internal/external training provision
Work experience/exchange/opportunities
Personal study
Career planning/development
Performance appraisals
Workplace skills assessment
Recognition of prior learning
Organizational Quality assurance and/or procedures manuals
requirements Goals, objectives, plans, systems and processes
Legal and organizational policy/guidelines and
requirements
Safety policies, procedures and programs
Confidentiality and security requirements
Business and performance plans
Ethical standards
Quality and continuous improvement processes and standards
Feedback on Formal/informal performance appraisals
performance Obtaining feedback from supervisors and colleagues
Obtaining feedback from clients
Personal and reflective behavior strategies
Routine and organizational methods for monitoring
service delivery
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence Identified and implemented learning opportunities for others
Gave and received feedback constructively
Facilitated participation of individuals in the work of the team
Negotiated learning plans to improve the effectiveness of
learning
Prepared learning plans to match skill needs
Accessed and designated learning opportunities
Underpinning Coaching and mentoring principles
Knowledge and Understanding how to work effectively with team members who
Attitude have diverse work styles, aspirations, cultures and perspective
Understanding how to facilitate team development and
improvement
Understanding methods and techniques for eliciting and
interpreting feedback
Understanding methods for identifying and prioritizing personal
development opportunities and options
Knowledge of career paths and competence standards
Underpinning Ability to read and understand a variety of texts, prepare
Skills general information and documents according to target
audience; spell with accuracy; use grammar and punctuation
effective relationships and conflict management
Communication skills including receiving feedback and
reporting, maintaining effective relationships and conflict
management
Planning skills to organize required resources and equipment
to meet learning needs
Coaching and mentoring skills to provide support to colleagues
Reporting skills to organize information; assess information for
relevance and accuracy; identify and elaborate on learning
outcomes
Facilitation skills to conduct small group training sessions
Ability to relate to people from a range of social, cultural,
1. Meet common 1.1 Specific communication needs of clients and colleagues are
and specific identified and met
communicatio 1.2 Different approaches are used to meet communication
n needs of needs of clients and colleagues
clients and
colleagues 1.3 Conflict is addressed promptly and in a timely way and in a
manner which does not compromise the standing of the
organization
2. Contribute to 2.1 Strategies for internal and external dissemination of
the information are developed, promoted, implemented and
development reviewed as required
of 2.2 Channels of communication are established and reviewed
communicatio regularly
n strategies
2.3 Coaching in effective communication is provided
2.4 Work related network and relationship are maintained as
necessary
2.5 Negotiation and conflict resolution strategies are used where
required
2.6 Communication with clients and colleagues is appropriate to
individual needs and organizational objectives
3. Represent the 3.1 When participating in internal or external forums,
organization presentation is relevant, appropriately researched and
presented in a manner to promote the organization
3.2 Presentation is clear and sequential and delivered within a
predetermined time
3.3 appropriate media to enhance presentation is utilized
3.4 Differences in views are respected
3.5 Written communication is consistent with organizational
standards
Variable Range
Strategies Recognizing own limitations
Referral to specialists
Utilizing techniques and aids
Providing written drafts
Verbal and non verbal communication
Effective group Identifying and evaluating what is occurring within an
interaction interaction in a non-judgmental way
Using active listening
Making decision about appropriate words, behavior
Putting together response which is culturally appropriate
Expressing an individual perspective
Expressing own philosophy, ideology and background and
exploring impact with relevance to communication
Types of Related to staff issues Evidential
Interview Routine Non-disclosure
Confidential Disclosure
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Interview Establish rapport
situations Elicit facts and information
Facilitate resolution of issues
Develop action plans
Diffuse potentially difficult situation
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence Demonstrated effective communication skills with clients
accessing service and work colleagues
Adopted relevant communication techniques and strategies to
meet client particular needs and difficulties
Underpinning Communication process
Knowledge and Dynamics of groups and different styles of group leadership
Values Communication skills relevant to client groups
Underpinning Full range of communication techniques including:
Skills Full range of communication
Active listening
Feedback
Interpretation
Role boundaries setting
Negotiation
Establishing empathy
Communication skills required to fulfill job roles as specified by
the organization
Resource Access to appropriate workplace where assessment can take
Implications place
Methods of Competence may be assessed through
Assessment Direct observation
Oral Interview
Context for
This unit should be assessed on the job through simulation
Assessment
1. Identify daily 1.1 Work requirements for a given time period are identified
work taking into consideration resources and constraints
requirements 1.2 Work activities are prioritized based on business needs,
requirements and deadlines
1.3 If appropriate, work is allocated to relevant staff or
contractors to optimize efficiency
2. Monitor and 2.1 People, resources and/or equipment are coordinated to
manage work provide optimum results
2.2 Staff, clients and/or contractors are communicated within a
clear and regular manner, to monitor work in relation to
business goals or timelines
2.3 Problem solving techniques are applied to work situations
to overcome difficulties and achieve positive outcomes
3. Develop 3.1 Work and personal priorities are identified and a balance is
effective work achieved between competing priorities using appropriate
habits time management strategies
3.2 Input from internal and external sources is sought and
used to develop and refine new ideas and approaches
3.3 Business or inquiries are responded to promptly and
effectively
3.4 Information is presented in a format appropriate to the
industry and audience
4. Interpret 4.1 Relevant documents and reports are identified
financial 4.2 Documents and reports are read and understood and any
information implications discussed with appropriate persons
4.3 Data and numerical calculations are analyzed, checked,
evaluated, organized and reconciled
4.4 Daily financial records and cash flow are maintained correctly
and in accordance with legal and accounting requirements
Variable Range
Resources may staff
include: money
time
equipment
space
Business goals sales targets
may include: budgetary targets
team and individual goals
production targets
reporting deadlines
Problem solving gaining additional research and information to make better
techniques may informed decisions
include: looking for patterns
considering related problems or those from the past and how
they were handled
eliminating possibilities
identifying and attempting sub-tasks
collaborating and asking for advice or help from additional
sources
Time prioritizing and anticipating
management short term and long term planning and scheduling
strategies may creating a positive and organized work environment
include: clear timelines and goal setting that is regularly reviewed and
adjusted as necessary
breaking large tasks into smaller tasks
getting additional support if identified and necessary
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Internal and staff and colleagues
external sources management, supervisors, advisors or head office
may include: relevant professionals such as lawyers, accountants,
management consultants
professional associations
Evidence Guide
Critical Aspects A person must be able to demonstrate:
of Competence ability to identify daily work requirements and allocate work
appropriately
ability to interpret financial documents in accordance with legal
requirements
Underpinning Federal and Regional Government legislative requirements
Knowledge and affecting business operations, especially in regard to
Attitudes occupational health and safety (OHS), equal employment
opportunity (EEO), industrial relations and anti-discrimination
technical or specialist skills relevant to the business operation
relevant industry code of practice
planning techniques to establish realistic timelines and
priorities
identification of relevant performance measures
quality assurance principles and methods
relevant marketing, management, sales and financial concepts
methods for monitoring performance and implementing
improvements
structured approaches to problem solving, idea management
and time management
Underpinning literacy skills to interpret legal requirements, company policies
Skills and procedures and immediate, day-to-day demands
communication skills including questioning, clarifying, reporting,
and giving and receiving constructive feedback
numeracy skills for performance information, setting targets
and interpreting financial documents and reports
technical and analytical skills to interpret business documents,
reports and financial statements and projections
ability to relate to people from a range of social, cultural and
ethnic backgrounds and physical and mental abilities
problem solving skills to develop contingency plans
using computers and software packages to record and manage
data and to produce reports
evaluation skills for assessing work and outcomes
observation skills for identifying appropriate people, resources
Variable Range
Sustainability may addressing environmental and resource sustainability
include: initiatives, such as environmental management systems,
action plans, green office programs, surveys and audits
applying the waste management hierarchy in the workplace
complying with regulations and corporate social
responsibility considerations for sustainability to enhance
the organisation's standing in business and community
environments
determining organisation's most appropriate waste
treatment, including waste to landfill, recycling, re-use,
recoverable resources and wastewater treatment
implementing ecological footprint
implementing environmental management systems, e.g.
ISO 14001:1996 Environmental management systems life
cycle analyses
implementing government initiatives,
improving resource and energy efficiency
initiating and maintaining appropriate organisational
procedures for operational energy consumption
introducing a green office program - a cultural change
program
introducing green purchasing
introducing national and international reporting initiatives,
introducing product stewardship
reducing emissions of greenhouse gases
reducing use of non-renewable resources
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence demonostration of consultation processes to introduce or
evaluate an existing continuous improvement process or
system, including suggested actions or an action plan
generation of an idea or concept which exhibits creative
thinking and which offers the possibility of advantaging the
organization
how the concept or idea was introduced, tested and
evaluated - the idea or concept does not have to have been
shown to work or to be adopted by the business
knowledge of quality management and continuous
improvement theories
Underpinning Demonstrates knowledge of:
Knowledge and quality management and continuous improvement theories
Attitudes creativity/innovation theories/concepts
risk management
cost-benefit analysis methods
creativity and innovation theories and concepts
organizational learning principles
quality management and continuous improvement theories
risk management
sustainability practices
Underpinning Skills Demonstrates skills to:
1. Identify key 1.1 Information repositories are identified across the business
information 1.2 Current organizational documentation are reviewed
sources
1.3 Critical questions are developed to elicit information from key
stakeholders using a mixture of open and closed questions
1.4 Information gathering techniques are ensured to use a
quality assurance methodology and meet budgetary
constraints
2. Gather data 2.1 Information gathering workshops and interviews are
through formal conducted to gather data
and informal 2.2 Reports and other data sources are reviewed for relevant
processes business information
2.3 Business-critical factors relating to current and future
directions of the organization are confirmed with
stakeholders
2.4 Group and individual responses are analyzed to clearly
define business priorities
3. Ensure 3.1 Information gathered are analyzed and evaluated for
analysis is accuracy and consistency
accurate and 3.2 Document conflicts in information are gathered
complete
3.3 Conflicts in information or points of view are resolved with
stakeholders
4. Submit analysis 4.1 Detailed document according to documentation standards
and gain and organizational templates are prepared
agreement 4.2 Document in a style are written that is succinct and
appropriate to the audience
4.3 Data gathered are communicated to client to gain
consensus and agreement on business requirements
Variable Range
Variable Range
Evidence Guide
Critical Aspects of Assessment must confirm the ability to identify technical
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Competence considerations affecting the physical design of a database and
the ability to build a database that meets the client's database
performance requirements.
The final database will meet specified business rules, agreed
budget and timeframe. The database will perform efficiently in
the runtime environment (the environment required to operate
the designed solution, not the development environment).
Reports must meet the specific output requirements and be
presented in a logical and accessible manner.
An individual demonstrating this competency would be able to:
System on business continuity
Evaluated threats to system
Formulated prevention and recovery strategy
Developed disaster recovery plan to support strategy
Underpinning Demonstrates knowledge of:
Knowledge and Three or more current principles of databases
Attitudes Current industry-accepted hardware and software products,
with knowledge of general features and capabilities
Database design
Knowledge of quality assurance practices (e.g. when
identifying database scope and database requirements)
General knowledge of the client business domain(e.g. when
identifying database scope)
Detailed technical knowledge of database requirements
Underpinning Demonstrates skills to:
Skills Identify database scope
Identify database requirements
Identify security requirements
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
Variable Range
Client May include but is not limited to internal departments, external
organizations, individual people and employees
Database May include but is not limited to relational databases, object-
relational databases, proprietary databases, commercial off the
shelf (COTS) database packages
Technical May be in reference to the business, system, platform,
requirements application, database, network or people in the organization
Documentation May follow ISO/IEC/AS standards, audit trails, naming standards,
version control, project management templates and report writing
principles
Database May include distributed or centralized, on-line, partitioned
management geographically or thematically distributed
system
Security plan May include privacy, authentication, authorization and integrity,
and usually relates directly to the security objectives of the
organization
Requirements May be in reference to the business, system, platform,
application, database, network or people in the organization
Evidence Guide
Critical Aspects of Assessment must confirm the ability to design a well-structured
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Competence database that represents the client's business reality and
provides the user with a productive business tool.
Determine database requirements
Developed logical data model
Designed data structures
Designed queries, screens and reports
Designed access and security systems
Confirmed database design
Underpinning Demonstrates knowledge of:
Knowledge and Function and features of databases
Attitudes Logical design concepts, particularly in relation to designing
data structures, queries screens and reports
Data modeling in relation to developing the conceptual data
model
Object model design concepts, particularly in relation to
designing data structures, queries, screens and reports
Data analysis, particularly in determining data types and data
structures and query and report design
DBMS fundamentals, particularly during the design phase
Function and features of data types and data structures
Data redundancy
Encryption and authentication as they apply to database
security features
Scalability of databases
Underpinning Demonstrates skills to:
Skills determine database requirements
develop logical data model
design data structures
design queries, screens and reports
design access and security systems
confirm database design
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
1. Write an SQL 1.1 All the data from a table is retrieved following work
statement to procedure.
retrieve and 1.2 Data from specific columns in a single table is retrieved.
sort data
1.3 'Order by' is used to sort query output.
1.4 Number of rows restricted is retrieved by placing criteria in
the 'where' clause.
1.5 Number of rows restricted is retrieved by placing specific
criteria in the select statement.
1.6 Comparison operators in the 'where' clause is used to
compare numeric, character, string, date and time data
1.7 Boolean operators is used with the correct precedence
1.8 Criteria in the 'where' clause is used to check for a range of
values, to select values from a list, and to check for values
that match a pattern
1.9 SQL syntax is used to suppress duplicate values from query
results
1.10 Action is taken to exclude null values from a query result
2. Write SQL 2.1 Arithmetical operators is used with the correct
statements precedence
that use 2.2 String functions and operators is used to obtain the required
functions query output
2.3 Mathematical functions is used to obtain the required
output, where required
2.4 Date functions are used to obtain the required output
2.5 SQL aggregate functions are used to obtain the required
output
3. Write SQL 3.1 'Group by' used to aggregate data by multiple columns
statements
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that use 3.2 Aggregated data is sorted in the query output
aggregation 3.3 Aggregated data is filtered using the 'having' clause
and filtering
4. Write and 4.1 Single and nested sub-queries are constructed
execute SQL 4.2 Sub-queries are constructed that return a single row, and
sub-queries multiple rows
4.3 Correlated sub-queries are used to retrieve required data
4.4 Sub-queries are written that use aggregates
Variable Range
Comparison May include
operators equal to,
not equal to
greater than
less than
greater than or equal to
less than or equal to
Boolean May include
operators the use of AND, OR, NOT
Database May include but are not limited to
Oracle
Sybase,
Microsoft SQL Server
Ingres
DB2
Informix
MySQL
Postgres SQL
Arithmetical May include but not limited to:
operators Addition
Subtraction
Multiplication
Modulus
division
Mathematical May include but not limited to:
functions COS
log
power
Sine
square root
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Information May include but not limited to:
requirements reports
Summaries
letters
other business documents required by the organization
Tools and May include but not limited to:
equipment Computers , DBMS software
Evidence Guide
Critical aspects of Assessment must confirm the ability to use a structured query
Competence language to create database structures, and store, retrieve and
manipulate data in a relational database.
An individual demonstrating this competency would be able to:
Write an SQL statement to retrieve and sort data
Write SQL statements that use functions
Write SQL statements that use aggregation and filtering
Write and execute SQL sub-queries
Underpinning Demonstrates knowledge of:
Knowledge and Broad knowledge of data modeling structures
Attitudes Data analysis, particularly in determining data types, data
structures and to query and report design
Run time facilities in relation to implementing live database
DBMS fundamentals
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
1. Select the 1.1 Design documentation is obtained and the requirements for
program logic the programs are reviewed and clarified.
design 1.2 Design approach to be taken in coding and the modules and
approach links required is determined
2. Document the 2.1 Diagrams of program flow and modules are structured
program logic according to project standards
or design 2.2 Program scope and limits are documented according to project
standards
2.3 Special routines or procedures are documented or referenced
according to project standards
2.4 References for tables, files, inputs, outputs, and other program
functionalities are identified and revised according to program
requirements
2.5 Templates are used as applicable
3. Validate the 3.1 Program flow, states or conditions are checked for interfaces
design and compliance to design documentation requirements
3.2 Feedback/input is gained from appropriate person as needed
Variable Range
Design The various program logic design approach may include, but not
approach limited to the use of:
pseudo codes
flowcharts
diagrams
ERDs
HIPO Charts
data flow diagrams
data structures
RAD
case tools
prototyping
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modular programming
Design Any form of written documentation of the system or program
documentation requirements received by a programmer from the systems analyst,
project manager or supervisor.
Appropriate This may be the:
person systems analyst
supervisor
another programmer
teacher
user
Project This may include, but not limited to:
standards Client imposed systems development standards methodologies
Available commercial tools like: Visio, Smart draw, or case
tools
Evidence Guide
Critical Aspects Assessment requires evidence that the candidate:
of Competence Programming and program logic formulation or design skills
Assessment must confirm the ability to meet technical
requirements by successfully producing the required program
design
Underpinning Demonstrates knowledge of:
Knowledge and Understanding of system specification and requirements
Attitudes Knowledge of programming or coding
Knowledge of programming using constructs/ modules/ objects
Concepts of various program and system lifecycle options
Knowledge of program design and structure
Underpinning Demonstrates skills to:
Skills Use and application of various design documentation tools
Coding programs
Designing and debugging program logic and flow
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to information
on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
Occupational Standard: Database Administration Level III
Unit Title Test Physical Database Implementation
Unit Code EIS DBA3 06 0811
Variable Range
Documentation May follow ISO/IEC/AS standards, audit trails, naming standards,
version control, project management templates and report writing,
maintaining equipment inventory; client training and satisfaction
reports.
Database May include but are not limited to relational databases, object-
relational databases, proprietary databases, commercial off-the-
shelf (COTS) database packages.
Acceptance May include timeframe, cost implications, technical and logistical
criteria considerations
Client May include but is not limited to internal departments, external
organizations, clubs, individual people and internal employees.
Tasks May include but are not limited to work, activities, function or job.
Evidence Guide
Assessment must confirm the ability to identify technical
Critical aspects of
Competence considerations affecting implementation of the database and
the ability to analyze performance issues during
implementation of the database
An individual demonstrating this competence would be able to:
Undertake database management system modeling
Monitor database performance
Seek client feedback and signoff
Underpinning Demonstrates knowledge of:
Knowledge and three or more current principles of databases
Attitudes current industry-accepted hardware and software products,
with broad knowledge of general features and
capabilities and detailed knowledge in some areas
database design
quality assurance practices
general knowledge of the client business domain
testing and benchmarking processes
Underpinning Demonstrates skills to:
Skills Test database performance
Undertake database management system modeling
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
Occupational Standard: Database Administration Level III
Unit Title Complete Database Backup and Recovery
Unit Code EIS DBA3 07 0811
Variable Range
Occupational Correct posture, lighting, type of desk, type of monitor,
Health and Safety style of chair, typing position, repetitive strain injury
(OHS) prevention, ventilation, light position, correct lifting method,
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and length of time in front of computer.
May also include physical safety considerations such as
general electrical safety and cabling, power supply and leads
as they apply to computer and peripheral installations.
Tools and May include but not limited to:
equipment Computers , DBMS software, Tapes, Server
Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence apply problem solving techniques to determine the root cause
of a routine malfunction or to refer the problem according to
escalation procedures
Underpinning Demonstrates knowledge of:
Knowledge and Broad knowledge of help desk and maintenance practices
Attitudes Current industry-accepted hardware and software products,
with broad knowledge of general features and capabilities and
detailed knowledge in some areas
Broad knowledge of the operating system
Broad knowledge of current industry practices
Broad knowledge of diagnostic tools
Underpinning Demonstrates skills to:
Skills review database architecture
determine backup methods appropriate to database
requirements
establish recovery points and disaster recovery procedures
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods Interview / Written Test / Oral Questioning
Observation / Demonstration
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting
Variable Range
Requirements May be in reference to the business, system, application,
organizational policies, network or people in the organisation
Client May include but is not limited to internal departments, external
organizations, individual people and internal employees
System May include but is not limited to network, application, software,
business, computers, financial system, management system and
information system
Technical May include system or project specifications, system design,
documentation system functionality, reports, help references, technical manuals,
operational procedures, training materials and self-paced
tutorials, on-line help, user guides and brochures.
Appropriate May include a supervisor, teacher, authorized business
person representative or client.
Channels May include text, audio, animation and graphics provided through
books, manuals, CD-ROMs, DVDs, computer-based tutorials,
help screens and the world wide web.
Content May include information and interactive features, such as product
information, company information, copyright and disclaimer
notices, site map, frequently asked questions, what's new,
customer-specific information, customer only information, error
messages, instructions, feedback mechanisms, reference pages,
forms, background articles, ratings/rankings/testimonials/quotes
from reviews, hyperlink titles.
Documentation May include but are not limited to policy relating to sign-off,
standards storage, distribution, revision. May include ISO/IEC/AS
standards, organizational standards, audit trails, naming
conventions, version control, project management templates and
report writing principles
Evidence Guide
Critical Aspects of Assessment must confirm the ability to create technical
Competence documentation that meets business requirements, caters for a
diverse readership, is clear to the target audience and easy to
Variable Range
Occupational May include but not limited to:
Health and Safety Correct posture, lighting, type of desk, type of monitor, style of
chair, typing position, repetitive strain injury
Prevention, ventilation, light position, correct lifting method,
and length of time in front of computer.
May also include physical safety considerations such as
general electrical safety and cabling, power supply and leads
as they apply to computer and peripheral installations.
Evidence Guide
Critical Aspects of Assessment must confirm the ability to model valid data
Competence objects and normalize the model.
An individual demonstrating this competency would be able to:
Identify entities, attributes and relationships
Develop normalization
Validate model
Underpinning Demonstrates knowledge of:
Knowledge and Particular business or domain
Attitudes Validation procedures and processes
Function and features of an approach to data modeling (e.g.
the entity-relationship model)
Database identifiers and their impact on database usability
Function and features of user-defined types, structured
types, reference types and user-defined functions
Type hierarchies (e.g. sub types, super types, root types
with reference to the development of structured data types)
Features and function of keys (e.g. unique keys, composite
keys, primary keys and primary index)
Features and function of time stamps in relation to the use of
keys
Normalization rules and processes
Underpinning Demonstrates skills to:
Skills develop normalization
validate model
1. Monitor and 1.1 Efficiency and service levels are monitored on an ongoing
improve basis.
workplace 1.2 Operations in the workplace support overall enterprise goals
operations and quality assurance initiatives.
1.3 Quality problems and issues are promptly identified and
adjustments are made accordingly.
1.4 Procedures and systems are changed in consultation with
colleagues to improve efficiency and effectiveness.
1.5 Colleagues are consulted about ways to improve efficiency and
service levels.
2. Plan and 2.1 Current workload of colleagues is accurately assessed.
organise 2.2 Work is scheduled in a manner which enhances efficiency
workflow and customer service quality.
2.3 Work is delegated to appropriate people in accordance with
principles of delegation.
2.4 Workflow is assessed against agreed objectives and
timelines.
2.5 Colleagues are assisted in prioritisation of workload.
2.6 Input is provided to appropriate management regarding
staffing needs.
3. Maintain 3.1 Workplace records are accurately completed and submitted
workplace within required timeframes.
records 3.2 Where appropriate completion of records is delegated and
monitored prior to submission.
4. Solve 4.1 Workplace problems are promptly identified and considered
problems and from an operational and customer service perspective.
make 4.2 Short term action in initiated to resolve the immediate
decisions problem where appropriate.
4.3 Problems are analysed for any long term impact and potential
solutions are assessed and actioned in consultation with
relevant colleagues.
Variable Range
Workplace May include but is not limited to:
records staff records
regular performance reports
2. Assess quality 2.1 Services delivered are checked against organization quality
of service standards and specifications
delivered 2.2 Service delivered are evaluated using the appropriate
evaluation parameters and in accordance with organization
standards
2.3 Causes of any identified faults are identified and corrective
actions are taken in accordance with organization policies
and procedures
3. Record 3.1 Basic information on the quality performance is recorded in
information accordance with organization procedures
3.2 Records of work quality are maintained according to the
requirements of the organization
4. Study causes 4.1 Causes of deviations from final outputs or services are
of quality investigated and reported in accordance with organization
deviations procedures
4.2 Suitable preventive action is recommended based on
organization quality standards and identified causes of
deviation from specified quality standards of final service or
output
5. Complete 5.1 Information on quality and other indicators of service
documentation performance is recorded.
5.2 All service processes and outcomes are recorded.
Variable Range
Quality check Check against specifications
Visual inspection of final output
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Physical inspection of service
Quality standards materials
components
process
Quality standard specifications
parameters procedures
materials
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence Checked completed work continuously against standard
Identified and isolated faulty or poor service
Checked service delivered against organization standards
Identified and applied corrective actions on the causes of
identified faults or error
Recorded basic information regarding quality performance
Investigated causes of deviations of services against standard
Recommended suitable preventive actions
Underpinning Relevant quality standards, policies and procedures
Knowledge Characteristics of services
Safety environment aspects of service processes
Relevant evaluation techniques and quality checking procedures
Workplace procedures and reporting procedures
Underpinning Interpret work instructions, specifications and standards
Skills appropriate to the required work or service
Carry out relevant performance evaluation
Maintain accurate work records in accordance with procedures
Meet work specifications and requirements
Communicate effectively within defined workplace procedures
Resource The following resources should be provided:
Implications Access to relevant workplace or appropriately simulated
environment and materials relevant to the activity/ task
Methods of Competence may be assessed through:
Assessment Interview / Observation / Demonstration
Context for Competence may be assessed in the work place or in a simulated
Assessment work place setting
1. Provide team 1.1. Work requirements are identified and presented to team
leadership members.
1.2. Reasons for instructions and requirements are communicated
to team members.
1.3. Team members’ queries and concerns are recognized,
discussed and dealt with.
2. Assign 2.1. Duties and responsibilities are allocated having regarded to
responsibilities the skills, knowledge and aptitude required to properly
undertake the assigned task and according to company
policy.
2.2. Duties are allocated having regard to individual preference,
domestic and personal considerations, whenever possible.
3. Set 3.1. Performance expectations are established based on client
performance needs and according to assignment requirements.
expectations 3.2. Performance expectations are based on individual team
for team members duties and area of responsibility.
members
3.3. Performance expectations are discussed and disseminated to
individual team members.
4. Supervised 4.1. Monitoring of performance takes place against defined
team performance criteria and/or assignment instructions and
performance corrective action taken if required
4.2. Team members are provided with feedback, positive support
and advice on strategies to overcome any deficiencies
4.3. Performance issues which cannot be rectified or addressed
within the team are referenced to appropriate personnel
according to employer policy
4.4. Team members are kept informed of any changes in the
priority allocated to assignments or tasks which might impact
on client/customer needs and satisfaction
4.5. Team operations are monitored to ensure that employer/
client needs and requirements are met
4.6. Follow-up communication is provided on all issues affecting
the team
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4.7. All relevant documentation is completed in accordance with
company procedures
Variable Range
Work client profile
requirements assignment instructions
Team member’s
roster/shift details
concerns
Monitor formal process
performance informal process
Feedback formal process
informal process
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence maintained or improved individuals and/or team performance
given a variety of possible scenario
assessed and monitored team and individual performance
against set criteria
represented concerns of a team and individual to next level of
management or appropriate specialist and to negotiate on their
behalf
allocated duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the needs of the
tasks to be performed
set and communicated performance expectations for a range of
tasks and duties within the team and provided feedback to
team members
Underpinning Demonstrates knowledge of:
Knowledge and company policies and procedures
Attitudes relevant legal requirements
how performance expectations are set
methods of monitoring performance
client expectations
team member’s duties and responsibilities
Underpinning communication skills required for leading teams
Skills informal performance counseling skills
team building skills
negotiating skills
Resource access to relevant workplace or appropriately simulated
Variable Range
Methods of Non-verbal gestures
communication Verbal
Face to face
Two-way radio
Speaking to groups
Using telephone
Written
Using Internet
Cell phone
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Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence dealt with a range of communication/information at one time
made constructive contributions in workplace issues
sought workplace issues effectively
responded to workplace issues promptly
presented information clearly and effectively written form
used appropriate sources of information
asked appropriate questions
provided accurate information
Underpinning Demonstrates knowledge of:
Knowledge and organization requirements for written and electronic
Attitudes communication methods
effective verbal communication methods
Underpinning Demonstrates skills to:
Skills organize information
understand and convey intended meaning
participate in variety of workplace discussions
comply with organization requirements for the use of written
and electronic communication methods
Resource The following resources must be provided:
Implications variety of information, communication tools, simulated
workplace
Methods of Competence may be assessed through:
Assessment Interview
Observation/Demonstration
Context of Competence may be assessed individually in the actual
Assessment workplace or through accredited institution
Variable Range
Data required organization capability
includes: appropriate business structure
level of client service which can be provided
internal policies, procedures and practices
staff levels, capabilities and structure
market, market definition
market changes/market segmentation
market consolidation/fragmentation
revenue
level of commercial activity
expected revenue levels, short and long term
revenue growth rate
break even data
pricing policy
revenue assumptions
business environment
economic conditions
social factors
demographic factors
technological impacts
political/legislative/regulative impacts
competitors, competitor pricing and response to pricing
competitor marketing/branding
competitor products
Competitive services/products
advantage fees
includes: location
Evidence Guide
Critical Aspects The candidate must be able to demonstrate:
of Competence ability to identify the key indicators of business performance
ability to identify the key market data for the business
knowledge of a wide range of available information sources
ability to acquire information not readily available within a
business
ability to analyze data and determine areas of improvement
ability to negotiate required improvements to ensure
implementation
ability to evaluate systems against practice requirements
and form recommendations and/or make recommendations
ability to assess the accuracy and relevance of information
Underpinning Demonstrates knowledge of:
Knowledge and data analysis
Attitudes communication skills
computer skills to manipulate data and present information
negotiation skills and problem solving
planning skills
marketing principles
ability to acquire and interpret relevant data
current product and marketing mix
use of market intelligence
development and implementation strategies of promotion and
growth plans
Underpinning data analysis and manipulation
Skills ability to acquire and interpret required data
current practice systems and structures
sources of relevant benchmarking data
methods of selecting relevant key benchmarking indicators
communication skills
working and consulting with others when developing plans for
the business
negotiation skills and problem solving
using computers to manipulate, present and distribute
information
planning skills
Resource Access is required to real or appropriately simulated situations,
Implications including work areas, materials and equipment, and to information
1. Develop and 1.1 Distribute and explain information about the enterprise's
maintain quality quality system to personnel
framework 1.2 Encourage personnel to participate in improvement
within work area processes and to assume responsibility and authority
1.3 Allocate responsibilities for quality within work area in
accordance with quality system
1.4 Provide coaching and mentoring to ensure that
personnel are able to meet their responsibilities and
quality requirements
2. Maintain quality 2.1 Identify required quality documentation, including records
documentation of improvement plans and initiatives
2.2 Prepare and maintain quality documentation and keep
accurate data records
2.3 Maintain document control system for work area
2.4 Contribute to the development and revision of quality
manuals and work instructions for the work area
2.5 Develop and implement inspection and test plans for
quality controlled products
3. Facilitate the 3.1 Ensure all required procedures are accessible by
application of relevant personnel
standardized 3.2 Assist personnel to access relevant procedures, as
procedures required
3.3 Facilitate the resolution of conflicts arising from job
3.4 Facilitate the completion of required work in accordance
with standard procedures and practices
Variable Range
Coaching and May refer to:
mentoring providing assistance with problem-solving
providing feedback, support and encouragement
teaching another member of the team, usually focusing on a
specific work task or skill
Continuous May include:
improvement cyclical audits and reviews of workplace, team and
processes may individual performance
include: evaluations and monitoring of effectiveness
implementation of quality systems, such as International
Standardization for Organization (ISO)
modifications and improvements to systems, processes,
services and products
policies and procedures which allow the organization to
systematically review and improve the quality of its
products, services and procedures
seeking and considering feedback from a range of
stakeholders
Kaizen
Enterprise-specific improvement systems
Technology May include:
computerized systems and software such as databases,
project management and word processing
telecommunications devices
any other technology used to carry out work roles and
responsibilities
Customer service May be:
internal or external
to existing, new or potential clients
Key process Key process indicators may include:
indicators statistical process control data/charts
orders
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence taking active steps to implement, monitor and adjust plans,
processes and procedures to improve performance
supporting others to implement the continuous improvement
system/processes, and to identify and report opportunities
for further improvement
knowledge of principles and techniques associated with
continuous improvement systems and processes
assist others to follow standard procedures and practices
assist others make improvement suggestions
standardize and sustain improvements
Assessors should ensure that candidates can:
implement and monitor defined quality system
requirements and initiate continuous improvements within
the work area
apply effective problem identification and problem solving
techniques
strengthen customer service through a focus on continuous
improvement
implement, monitor and evaluate quality systems in the
work area
initiate quality processes to enhance the quality of
performance of individuals and teams in the work area
gain commitment of individuals/teams to quality principles
and practices
industry, academe and government agencies who donated their time and expertise to
We would like also to express our appreciation to the Staff and Experts of MoFED,
Ministry of Education (MoE) and Engineering Capacity Building Program (ecbp) who
This occupational standard was revised and finalized on August 2011 Addis Ababa,
Ethiopia.