BUSINESS MANAGEMENT, ADMINISTRATION PROGRAM …

BUSINESS MANAGEMENT, ADMINISTRATION PROGRAM MASTERY LEVELS (04)

School __________________________________________________Date: ______________________

Program:____________________________________________ Teacher: ________________________ N = Not exposed to task, 1 = Exposed to the task, 2 = Accomplishes task with help

3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task

SECTION # 1CLUSTER FOUNDATIONS

4 3 2 1 N I ACADEMIC FOUNDATIONS

4 3 2 1 N II COMMUNICATIONS1 Comprehend & use reading strategies to learn meaning, technical concepts, vocabulary & follow directions.

1.1 Use purpose as a context to select reading strategies and read.1.11 Identify purpose of business correspondence and documents.1.12 Identify complexities and discrepancies in information.1.13 Use at least one reading strategy (skimming, reading for detail, reading for meaning and other critical analysis)

for business correspondence and documents, and describe why you selected that strategy.1.2 Analyze business correspondence and documents read to learn meaning, technical concepts,

vocabulary and follow directions.1.21 Determine relevance, accuracy and appropriateness of business correspondence and documents.1.22 Integrate information with prior knowledge.1.23 Identify complexities and discrepancies in information.1.24 Analyze information presented in a variety of formats such as tables, lists and figures.1.3 Interpret, transcribe and communicate information, data, and observations to apply information

learning from reading to actual practice1.31 Explain meaning of new terms, vocabulary and concepts.1.32 Interpret technical materials used.1.33 Write specific steps for applying information learned to task or new situation.1.34 Write set of directions for others sharing information learned and applying that task or new situation.

2 Compose and prepare writing communication to convey technical concepts and company information 2.1 Employ writing skills to compose business letters and correspondence

2.11 Communicate main ideas and supporting facts.2.12 Use correct spelling, punctuation, and capitalization.2.13 Use correct grammar and sentence structure.2.14 Organize and arrange information for effective coherence.2.15 Provide for cost efficiency.2.2 Use writing and organizational skills to construct reports, graphs and tables

2.21 Compile and arrange information to communicate main facts.2.22 Document sources and references of data.2.23 Organize and arrange information for effective coherence.2.3 Use technology to design and develop multimedia materials

2.31 Use appropriate software to develop text, charts, graphs or figures.2.32 Use correct spelling, punctuation, capitalization and grammar.2.33 Compile and arrange information to communicate main facts.2.34 Document sources and references of data.2.35 Organize and arrange information for effective coherence.2.4 Use description of audience and purpose to prepare written documents

2.41 Use technical terms and concepts.2.42 Incorporate and use references effectively and accurately.2.43 Report objective and/or subjective information.

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task3 Interpret verbal & nonverbal messages to enhance communication with co-workers & external customers

3.1 Interpret behaviors to enhance communication3.11 Identify verbal cues.3.12 Explain message conveyed by verbal behaviors.3.2 Interpret nonverbal behaviors to enhance communication

3.21 Interpret nonverbal cues.3.22 Observe eye contact, facial expressions, posture, gestures and other body language.3.23 Explain message conveyed by nonverbal behaviors.3.3 Respond effectively to individuals, groups and in informal discussions

3.31 Explain company procedures and policies.3.32 Direct inquiries to appropriate location for response.3.33 Greet visitors and clients respectfully and promptly.3.34 Achieve purpose and objectives of discussion by participating in meetings and staying on the subject/task.3.35 Reflect appropriate volume, rate and clarity in voice.3.36 Respond to questions and comments on presentation effectively.3.37 Use telephone etiquette to conduct company business.

4 Develop and deliver formal and informal presentations relating to broad range of business topics4.1 Use description of audience and purpose to prepare oral presentations

4.11 Know subject matter.4.12 Identify characteristics of the audience and adjust to their ability to understand.4.13 Use technical terms and concepts correctly.4.14 Use proper organization and structure to achieve coherence of major points.4.2 Identify and prepare support materials to prepare oral presentation

4.21 Identify media and visual aids appropriate to understanding of topic.4.22 Operate any equipment used with support materials smoothly and efficiently.4.23 Prepare visual aids and support materials for easy viewing and without error.4.3 Deliver presentation to sustain listener's attention and interest

4.31 Deliver presentation without grammatical error.4.32 Speak clearly with appropriate volume, rate and gestures.4.33 Use support materials in the presentation that enhance the understanding of the topic and the interest level

of the audience.4.34 Evaluate listeners' interest and receptiveness.4.35 Use verbal and nonverbal feedback strategies to engage discussion and adjust message and delivery.4.36 Respond to questions and comments on presentation.

5 Exhibit people skills to deal positively with a variety of personalities and diverse individuals5.1 Use positive strategies to resolve conflicts

5.11 Control and channel emotions.5.12 Respond positively to praise or criticism.5.13 Provide constructive praise or criticism.5.14 Respond positively to coaching and requests.5.2 Exhibit respect to manage group activities

5.21 Work together positively with team members.5.22 Exhibit proper etiquette.5/23 Respond effectively to questions and comments.5.3 Be understanding to provide good customer/client service

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task5/31 Communicate accurate information in a timely manner.5.32 Hear concern or inquiry and recommend appropriate person or department to handle situation.5.33 Address customer or client's concern.

6 Apply active listening skills to obtain and clarify information6.1 Reflect on message/information given to clarify information

6.11 Determine complexity of discussion.6.12 Identify effect of physical, social and psychological factors on ability to listen.6.13 Explain the message given.6.2 Respond with restatement and clarification techniques to clarify information

6.21 Ask questions to seek or confirm understanding.6.22 Paraphrase of repeat information.6.23 Record and summarize information in written notes.6.24 Follow directions and/or respond in a positive way with clear, concise comments.

7 Develop and deliver formal and informal presentations related to a broad range of business topics8 Interpret and use tables, charts and figures to support written and oral communication

8.1 Develop tables, charts and figures to support written and oral communication8.11 Compile facts and arrange in organized manner for a table, chart or figure.8.12 Document sources of data.8.13 Determine most appropriate way to display data for effective coherence.8.14 Prepare table, chart, graph or figure for inclusion in publication or presentation.8.2 Interpret tables, charts and figures used to support written and oral communication

8.21 Evaluate reference or source of data for authenticity and reliability.8.22 Explain information presented in tables, charts and figures.8.23 Prepare table, chart, graph or figure for inclusion in publication or presentation.

9 Locate, organize & reference written information from various sources to communicate with co-workers & clients/participants

9.1 Locate written information to communicate with co-workers and clients/participants9.11 Identify topic.9.12 Conduct search of information using card catalog, keywords, and/or search engines.9.13 Locate variety of resources such as books, journals, and magazines.9.14 Locate information from electronic forms including the Internet.9.2 Organize information to use in written and oral communications

9.21 Read and take notes from selected resources.9.22 Prepare outline that emphasizes major points with supporting data.9.23 Present information in organized, easy-to-follow manner.9.3 Document the source and proper reference to use in written information

9.31 Prepare a bibliography.9.32 Footnote excerpts and quotations.9.33 Follow rules and regulations relating to plagiarism and copyright.

4 3 2 1 N III PROBLEM AND CRITICAL THINKING SKILLS1 Apply accepted problem solving methods to solve business problems

1.1 Apply logic and common sense to identify the problem1.11 Define the problem in concrete terms.1.12 Identify all affected parties.

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.2 Prepare acceptable outcomes to identify alternatives

1.21 Brainstorm possible alternatives.1.22 List the alternatives.1.3 Visualize outcomes to evaluate the alternatives

1.31 Explore the consequences and potential impact of each alternative.1.32 Evaluate the feasibility of each alternative.1.4 Rank options to select a solution

1.41 Rank alternative solutions.1.42 Choose the best solution.1.5 Implement and evaluate the decision to make sure the best solutions was selected

1.51 Implement the decision.1.52 Compare and contrast the actual outcome with the anticipated outcome.1.53 Formulate a corrective action plan as necessary.

4 3 2 1 N IV INFORMATION TECHNOLOGY APPLICATIONS1 Use technology based tools to accomplish business services and planning

1.1 Use computer applications to locate, select and manage business information1.11 Identify and locate information sources using technology.1.12 Use local and wide area networks.1.13 Select relevant information by applying accepted research methods.1.14 Obtain a functional use of software (word processing, database, spreadsheet, presentation, graphics, etc.).1.2 Operate technology tools to perform business application

1.21 Manage and maintain technology tools.1.22 Diagnose and solve common technology problems.1.23 Efficient use of input devices.1.24 Efficient use of outcome devices.1.3 Operate technology tools to explore and solve business problems

1.31 Observe, analyze, interpret and draw conclusions using technology to resolve business problems.1.32 Use technology to evaluate, combine and extend information to resolve business problems.

2 Use technology responsibly to apply its functions and understand its impact 2.1 Examine selected situations to discriminate between responsible and irresponsible uses of technology

2.11 Explain ethical and legal behavior regarding software.2.12 Recognize an original idea and its appropriate use and restraints.2.13 Explain the purpose and use of filtering ( i.e., Spam).2.2 Research available business technologies to evaluate the sways technology impacts culture and daily living

2.21 Integrate use of technology into daily activities.2.22 Recognize the implications of emerging technologies.

3 Use technology to express ideas and exchange business information 3.1 Use multimedia to convey business ideas

3.11 Prepare a graphic media presentation.3.12 Prepare presentation notes for a variety of audiences.3.2 Use technology to exchange business information

3.21 Compare methods for interacting with others using technology.3.22 Use communications technology to exchange ideas and information (such as email, GroupWare, WebEx, etc.).

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task4 3 2 1 N V SYSTEMS

1 Examine various types of business to understand business organizational structure and systems2 Apply the systems approach to a variety of businesses3 Utilize internal and external resources to manage and improve organizational systems4 Understand roles within teams, work units, departments, and organizations to identify the effect of

systems on the activities of a business4.1 Review sources to trace the development of a business and learn the overall structure

4.11 Identify early stages and growth of a business.4.12 Analyze current trends in society and how they affect a business.4.13 Analyze common roles and typical responsibilities of a business.4.14 Explain the major competitive challenges faced by a business.4.2 Use organizational charts to analyze the workplace operations of a business

4.21 Identify mission, organizational goals and objectives of a business.4.22 Understand the components of a business plan.

5 Use resources to manage and improve organizational systems5.1 Apply good customer service skills to improve customer relationship

5.11 Identify needs and requirements of internal and external customers.5.12 Handle customer problems and complaints.5.2 Explain how planning and budgeting are used to accomplish organizational goals and objectives

5.21 Explain how work plans and budgets are used to allocate people and resources effectively.5.22 Identify reports used to track performance and resources and explain how they are used.5.23 Explain how plans and budgets are revised to meet goals and objectives.5.3 Explain how planning is used to improve overall organizational performance

5.31 Identify and describe most critical performance problems that businesses typically face.5.32 Describe how improvements are identified.5.33 Use structured problem-solving process to develop improvements

4 3 2 1 N VI SAFETY, HEALTH AND ENVIRONMENT1 Assess workplace conditions to maintain safe and healthful working conditions

1.1 Inspect workplace conditions to identify individual roles in safety, health and/or environmental situations 1.11 Describe the individual role as it relates to causes of accidents.1.12 Describe the individual role in identifying dangers in the workplace.1.13 Describe the workplace environment as it relates to an employee in a given situation.1.2 Apply knowledge of safety, health and environmental concerns to identify potential hazards

1.21 List common causes of accidents.1.22 Explain the dangers in the workplace.1.23 Evaluate the workplace environment of an employee in a given situation.1.3 Acquire knowledge of federal and state health and safety regulations to support a safe work environment

1.31 Identify applicable regulations.1.32 Recognize penalties for noncompliance with the regulations.1.33 Describe procedures for reporting noncompliance with regulations.

2 Assess hazards, ergonomics, and surface safety in business environment to follow safety procedures and respond to emergency plan

2.1 Examine workplace to identify and describe hazards 2.11 Define safety hazards.

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task2.12 Identify safety hazards in given situations.2.13 Recommend corrective action plan for safety hazards.2.2 Examine facilities and equipment to identify and describe the principles of ergonomics

2.21 Define ergonomics.2.22 List principles of ergonomics.2.23 Recommend action plan for applying ergonomics in given situation.2.24 Evaluate the problems of poor ergonomics.2.3 Inspect floors and movement areas to identify surface safety conditions that exist in businesses

2.31 Identify OSHA standards for working surfaces.2.32 Identify common cause of workplace, slips, trips, and falls.2.33 Recommend protective measure to avoid slips, trips, and falls.

3 Identify, safeguard and eliminate causes of combustible materials, fires and fires-safe working environment3.1 Safeguard and eliminate cause of combustible materials and fires to promote personnel safety

3.11 Describe the classifications of flammable and combustible liquids.3.12 Identify and discuss safe practices for using, storing, and disposing of flammables and combustibles.3.13 Describe and identify fire hazards and fire reporting procedures.3.2 Plan specific procedures to apply to emergency situations

3.21 Identify emergency exits and rally points.3.22 Identify and describe bloodborne pathogens standards.3.23 Describe safe practices to use in giving assistance to others who may be injured.3.24 Compare differences in procedures for each type of emergency.

4 3 2 1 N VII LEADERSHIP AND TEAMWORK 1 Research characteristics of the leadership role to identify expected leadership performance

1.1 Exhibit trustworthy behavior to develop successful business relationships1.11 Define integrity in the workplace.1.12 Make the right decisions in ethical challenges.1.2 Understand the necessary attributes to exercise leadership in business

1.21 Describe common behaviors of typical leaders within an organization.1.22 Explain key performance measures for typical leaders within on organization.1.23 Maintain professional competence by keeping current in the business field.

2 Work as a team to develop and implement company vision and goals2.1 Understand the need for a common vision or mission statement to focus company energy

2.11 Involve all stakeholders in developing a common vision or mission statement.2.12 Explain the components of a corporate mission statement.2.13 Explain methods of gaining buy-in-from all members and future members of the organization.2.2 Develop goals and objectives to provide clear directions for all personnel

2.21 Translate corporate mission statement with qualified objectives.2.22 Explain how corporate goals and objectives support mission statement.2.3 Implement as a team departmental goals and objectives to obtain personnel participation in the planning process

2.31 Explain methods for implementing departmental goals and objectives.2.32 Compare departmental goals and objectives with company goals and objectives.

3 Collaborate with others to accomplish business tasks3.1 Provide leadership to group or team to motivate personnel

3.11 Motivate co-workers to achieve goals.

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task3.12 Distribute work fairly and responsibly.3.13 Take ownership for work.3.2 Work with others to achieve tasks

3.21 Treat people with respect.3.22 Display commitment and positive attitude.3.23 Assist co-worker in completing the job.3.24 Adapt to changes in work activities.

4 3 2 1 N VIII ETHICS AND LEGAL RESPONSIBILITY1 Apply business laws and regulations t business situations

1.1 Apply laws and regulations to personnel situations1.11 Explain major points and purpose of laws and regulations concerning sexual harassment, gender equity and

disabilities.1.12 Identify resources that provide specific information regarding personnel laws and regulations.1.13 Apply major laws affected in given scenarios/situations.1.2 Apply information about contracts to specific business situations

1.21 Identify major elements of a business contract.1.22 Compare contracts for differences.1.23 Develop a business contract for a given situation.1.3 Identify resources to keep business related laws and regulations current

1.31 Identify types of resources that provide information on laws and regulations.1.32 Analyze company procedures for compliance with laws and regulations.1.33 Evaluate a list of resources that would update and comply with laws and regulations.1.4 Apply knowledge of copyright laws to business situations

1.41 Analyze and interpret copyright laws and regulations.1.42 Demonstrate ability to apply copyright laws to specific situations.1.43 Identify procedures to avoid violation of copyright laws.

2 Exhibit ethical conduct to business negotiations and decisions2.1 Use ethical business practices to conduct business in a legal and responsible manner

2.11 Explain difference between an ethical business practice and legal responsibility.2.12 Identify ethical and legal issues in given business situations.2.13 Identify and explain alternative strategies that address unethical and illegal business actions.2.2 Apply ethical principles to decision making related to clients, customers and fellow-workers

2.21 Demonstrate responsibility for actions.2.22 Exhibit respect for others.2.23 Assume responsibility for decisions and actions.2.3 Apply professional conduct to business situations

2.31 Interpret company policies and procedures for professional conduct.2.32 Explain difference in personal and professional conduct.2.33 Apply professional conduct in different business situations.2.34 Identify strategies for improving professional conduct in specific business situations.

4 3 2 1 N IX EMPLOYABILITY AND CAREER DEVELOPMENT1 Exhibit positive work behaviors and personal qualities to enhance the work environment

1.1 Demonstrate self-discipline, self-worth, positive attitude, and integrity to improve the work place

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.11 Demonstrate regular attendance.1.12 Exhibit pride in work.1.13 Follow company dress and appearance standards.1.14 Demonstrate leadership and teamwork.1.15 Exercise honesty in the workplace setting.1.2 Demonstrate flexibility and willingness to learn new knowledge and skills to increase efficiency

1.21 Exhibit ability to handle stress.1.22 Display initiative.1.23 Participate in company orientation and training.1.24 Identify strategies that will impact efficiency of job.1.3 Exhibit commitment to the organization to achieve company goals

1.31 Follow established rules, regulations and policies.1.32 Explain employer/management responsibilities.1.33 Demonstrate cost effectiveness.1.34 Demonstrate time management.

2 Identify and explore career opportunities to create a professional growth and development plan 2.1 Utilize multiple resources to locate and identify career opportunities for growth in business, management and

administration2.11 Locate and interpret career information for career opportunities.2.12 Identify job requirements for at least three career opportunities.2.13 Identify educational and credentialing requirements for at least three career opportunities.2.2 Analyze interests and aptitudes to determine potential careers in business, management and administration

2.21 Identify personal interests and aptitudes.2.22 Identify job requirements and characteristics for each career of interest.2.23 Compare personal interests and aptitudes with job requirements and characteristics.2.3 Identify career goals and objectives to develop career plan

2.31 Compare career information with personal interests.2.32 Identify goals and objective for reaching and advancing in career.2.33 Develop a list of suggested strategies for reaching career objectives.

3 Apply job seeking skills to seek, evaluate, apply for and accept employment3.1 Utilize multiple resources to locate job opportunities in business, management and administration utilizing

multiple resources3.11 Identify resources for finding employment.3.12 Analyze job requirements with personal qualifications, interests, and aptitudes.3.13 Select job opportunity that matches personal qualifications. Interests, and aptitudes.3.2 Apply organizational and writing skills to prepare a resume, application letter and application

3.21 Develop a personal resume for specific job opening.3.22 Write letter of application for specific job opening.3.23 Complete job application forms provided by employer.3.3 Exhibit verbal and nonverbal skills to respond appropriately in job interview

3.31 Exhibit acceptable dress for interview.3.32 Demonstrate professional conduct before, during and after interview.3.33 Communicate your qualifications and interests clearly and concisely.3.34 Write follow-up letter after interview.3.4 Accept or reject employment

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task3.41 Evaluate and compare job advantages and disadvantages.3.42 Write acceptance or rejection letter.3.43 Complete employment forms upon acceptance.

4 Exhibit an understanding of written organizational policies, rules and procedures to optimize employee performance

4.1 Locate information on organizational policies in handbooks and manuals4.11 Identify the contents of various organizational publications.4.12 Determine the appropriate document for specific job responsibilities and work assignments.4.2 Apply organizational policies and rules to specific work situation

4.21 Locate and identify specific organizational policy, rule or procedure to assist with a given situation.4.22 Apply a specific organizational policy, rule or procedure to a given situation.

4 3 2 1 N X TECHNICAL SKILLS1 Use effective communication skills for all nodes of business

1.1 Use multi-media platforms as communication tools to receive and deliver information1.11 Use e-mail correctly and appropriately.1.12 Exhibit the ability to use a facsimile.1.13 Exhibit the correct use of all phone and web-based communication systems.1.14 Exhibit the use of hand-held computers.1.15 Deliver and receive information via the Internet (in accordance with company's e-business infrastructure).1.16 Use data projectors or other presentation tools.1.18 Employ assessment skills to enhance professional practice

SECTION # 2

MANAGEMENT4 3 2 1 N I PLANNING/ORGANIZING/EVALUATING

1 Develop and implement short and long term strategic plans to manage growth, profit and goals within a specific market segment

1.1 Complete effective business plans to meet varied business needs1.11 Create a company vision, mission and goals.1.12 Create short and/or long-term strategic plans.1.13 Create the elements of a strategic plan.1.2 Develop and implement annual performance-based operating plans to manage long-range company goals

1.21 Create the elements of an annual operating plan.1.22 Create annual operating plans.1.23 Develop technical management sections and work break-down structures; schedule types (Gnatt charts, PERT

charts, etc.) and priorities; and cost management sections and profit projections for annual operating plan.1.3 Develop and implement business plans to serve division and department subjects

1.31 Develop and implement financial/budgeting plans.1.32 Develop and implement legal/contractual and/or risk management plans.1.33 Develop and implement organizational charts and staffing/human resource plans.1.34 Develop and implement inventory control plans and/or quality control/quality assurance plans.1.35 Develop and implement project or workload management plans.

2 Evaluate employee performance to provide timely and appropriate responses to personnel issues2.1 Apply performance standards to evaluate employees

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task2.11 Identify and communicate performance standards.2.12 Identify and communicate policies and procedures for reviewing performance.2.13 Track performance indicators and develop performance reports.2.14 Analyze performance reports for their impact upon your responsibility sets.2.2 Develop timely responses to employee performance evaluations

2.21 Provide feedback response on employee's performance.2.22 Implement performance improvement plans.2.23 Amend employee work plans to account for performance evaluation results.2.24 Provide strategies for rewarding employee performance.

3 Organize the various business services to address all company components3.1 Analyze the individual role and unit's responsibility to the business

3.11 Identify the various departments work group organization and individuals, as well as their interrelationships, within a company's organizational structure.

3.12 Identify the various employees responsible for the management of company information (including their responsibilities).

3.13 Demonstrate the ability to describe and adopt the appropriate organizational tools and systems for the unitand the unit's responsibility set.

3.2 Develop policies and procedures to provide support for the organization3.21 Review current policies and procedures.3.22 Identify areas where policies and procedures must be added or revised.3.23 Develop a company policy and procedures manual.3.3 Organize business components assure quality products/services are delivered on time

3.31 Organize data/information/research.3.32 Organize people (human resources).3.33 Organize all other resources.3.34 Organize activities to meet time lines.3.35 Organize production or delivery or products/services.

4 3 2 1 N II COMMUNICATING1 Assume appropriate roles to create, deliver, receive and manage business communications in the workplace

1.1 Identify audience and create communications support statistics for internal and external audiences1.11 Identify the audience and determine the type of communication to use for that audience.1.12 Gather the data to be included in the communication for the specific external audience.1.13 Prepare the communication in easy to understand format for intended audience.1.14 Choose the appropriate mode of communication.1.2 Assume the necessary role to perform the responsibilities of delivering a message

1.21 Adopt the appropriate communicator role (trainer, presenter, counselor, etc.).1.22 Listen to and value the response of the audience to determine the effectiveness of the communication and

appropriate follow-up actions.1.23 Perform any required follow-up actions (respond to questions, document the communication session, etc.)1.24 Use appropriate visuals, media, body language, and handouts.1.25 Document those verbal communications for which a record may be required.1.3 Assume the necessary role to perform the responsibilities of receiving a message

1.31 Adopt the appropriate receiver role (listener, participant, observer, etc.).1.32 Provide feedback on the communication received and communicate any questions, need for clarifications, or

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach taskfollow-up requests that you may have for the communicator.

1.33 Perform any required follow-up actions (perform assigned tasks, send notes of appreciation, etc.)1.4 Manage the broad scope of business communications to process, document, and store information efficiently

and appropriately1.41 Develop and implement documentation processes and procedures.1.42 Make records of verbal and written communications in accord with your company's documentation processes

and procedures.1.43 Utilize a document management or information storage system (may require an individual to know how to

interact with the manager of information systems).1.44 Recall and utilize document records.1.45 Store communication for future reference or input into database, as required.1.5 Prepare appropriate materials to reply to inquiries that required a considered response

1.51 Understand and communicate the purpose of the reply.1.52 Use the appropriate grammar, tone, style.1.53 Perform any required other activities (amend the file record, interact with legal, etc.)

4 3 2 1 N III SUPERVISING/DIRECTING AND MOTIVATING/LEADING1 Motivate and supervise personnel to achieve completion of projects and company goals

1.1 Exhibit behaviors and actions to effectively motivate and lead people1.11 Identify and describe strategies that provide performance incentives.1.12 Motivate and lead employees toward innovative ideas and/or critical thinking ability.1.13 Motivate and lead employees toward continuous learning and/or professional development.1.2 Exhibit behaviors and actions to effectively motivate and lead change.

1.21 Identify and describe reasons for macro- and micro-economic change (change in the community, industry,internal and external operations).

1.22 Motivate and lead employees toward macro- and micro-economic change (change in the community, industry, internal and external operations).

1.3 Exhibit behaviors and actions to effectively motivate and promote the use of teamwork in the workplace1.31 Describe the interrelationships, interactions, and communications required for teaming.1.32 Develop and implement team operating procedures.1.33 Describe and be able to adopt the tools/resources that facilitate working in team (WebX, Groupware, etc.)1.34 Exhibit the ability to be flexible and allow for adaptations in work that team tasking requires.1.35 Structure evaluation mechanisms to promote teamwork.

2 Direct and supervise personnel to complete company goals and projects2.1 Exhibit the actions and behaviors most effective for supervision and directing the financial resources

2.11 Demonstrate the ability to supervise and direct assets and liabilities.2.12 Identify changes between assets and liabilities that impact the company's equity(s).2.13 Demonstrate the ability to supervise and direct relationships with financial services firms and other providers/

investors.2.2 Exhibit the actions and behaviors most effective for supervising and directing the human

resources assigned to you for a company2.21 Establish and communicate workplace ethics and/or code(s) or conduct statements.2.22 Establish and communicate corporate values.2.23 Manage and mediate interpersonal conflict within the company organizational structure.2.24 Demonstrate the ability to supervise and direct relationships with specific internal and external company

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach taskconstituents (employees, employee teams/work groups, upper management, board members and stockholders and other company-wide relationships.)

2.25 Identify and describe difficult personalities and describe strategies for dealing with those appropriately.2.26 Identify and describe the impact of diversity in the workplace and demonstrate the ability to adopt strategies

for promoting workplace harmony and company productivity.2.3 Exhibit the actions and behaviors most effective for supervising and directing the external

relationships in your area of responsibility2.31 Exhibit actions and behaviors to supervise and direct risk mitigation activities and other legal issues.2.32 Demonstrate the ability to supervise and manage quality control issues.2.33 Demonstrate the ability to motivate and lead specific external business constituents (clients, stockholders and

board members, suppliers and service providers, government or regulatory associations, media, and the community.

2.4 Exhibit the actions and behaviors most effective to supervise and direct the knowledge/information resources2.41 Supervise and direct IT resources.2.42 Supervise and direct R and D resources.2.43 Supervise and direct contractual obligations.2.5 Exhibit the actions and behaviors most effective for supervising and directing company tangibles.

2.51 Supervise and direct facilities, equipment, and supply chains.2.52 Supervise and direct company products and/or services.2.53 Supervise and direct company inventory and/or intellectual property.2.6 Exhibit the actions and behaviors most effective for supervising and directing company intangibles.

2.61 Manage and /or positively impact the company's goodwill.2.62 Manage and /or positively impact the company's image.

4 3 2 1 N IV MAINTAINING FACILITIES, EQUIPMENT AND SUPPLIES1 Develop and implement plans and standard operation procedures to assure maintenance of facilities, equipment

and supplies1.1 Describe the types and requirements of all company facilities, equipment and supply chains to

manage physical properties of company structure1.11 Describe the history of all company facilities, equipment and supply chains.1.12 Identify and maintain records of the physical layout of company facilities.1.13 Identify and maintain records of all company workstations and spaces including equipment.1.14 Identify and maintain records of facility safety, security, and emergency management requirements (This

includes healthy workplace environment requirements, facility housekeeping and sanitation requirements, etc.).1.15 Identify and maintain records of HVAC, utility, other building systems and physical plant requirements.

Include external facilities such as parking lots, rights of way, sidewalks, lighting and groundskeeping.1.2 Manage the present day-to-day operations and maintenance of all company facilities, equipment

and supply chains to assure physical integrity of all systems1.21 Prepare operations & maintenance plans for the physical layout of all company facilities including work-

stations, safety & security, housekeeping & sanitation, IT infrastructure, utility systems, & external facilities.1.22 Prepare operations and maintenance plans for all equipment.1.23 Prepare a management plan for the day to day operations and maintenance of all company supply chains.1.24 Hire personnel and/or subcontractors and/or issue purchase orders for maintenance of physical facilities and equipment.1.25 Utilize best-value procurement policies in accord with any and all regulatory and/or company policies and

procedures (including e-business technologies, as appropriate).

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3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.3 Determine adjustments needed and plan for future growth in facilities, equipment and supply

chains to enable profitable operation and growth1.31 Analyze growth projections and determine the impact of future growth on the facilities, equipment and supply chain.1.32 Analyze growth projections and determine the impact of future growth on the company profit margin.1.33 Prepare technical and cost management plans for the physical facilities, acquisition of new equipment, and an

alternative, best-value supply chain.1.34 Develop a plan for managing the budget for facilities, equipment and supply chain, including lease versus purchase,

purchase versus repair.1.35 Explain how you would make economic price adjustments to stay within the company profit margin and continue

to manage facilities, equipment and supply chains.

4 3 2 1 N V MONITORING PROGRESS1 Utilize performance standards to monitor progress of personnel, finance and other functional areas

1.1 Identify and communicate performance standards and operating policies and procedures such as ISO to personnel

1.11 Determine elements desired for performance standards.1.12 Develop policies and procedures for reviewing performance.1.13 Prepare written instructions to accompany procedures.1.2 Evaluate results of performance standards to develop an effective tracking system

1.21 Track performance indicators according to schedule and standard.1.22 Evaluate tracking data and develop performance reports.1.3 Analyze performance reports and make adjustments to recognize successes and identify shortfalls

1.31 Analyze performance reports for their impact upon assigned responsibility.1.32 Develop appropriate responses to performance shortfalls.1.33 Implement performance improvement plans.1.34 Amend annual operating plans to account for evaluation results.

4 3 2 1 N VI FACILITATING CHANGE1 Evaluate opportunities to determine potential company changes and implement strategies for catalyzing and

guiding changes1.1 Evaluate opportunities to determine potential company changes

1.11 Identify performance standards within the company that impact bottom line and/or drive the need for change.1.12 Review performance reports to locate areas that indicate the need to change organizational process or performance.1.13 Compile areas needing attention and identify action to be taken.1.14 Inform others of changes, purpose and their role.1.15 Evaluate actions to be taken and make decision to proceed or abandon idea.1.2 Implement the improvement process to guide the change.

1.21 Document and evaluate input and outcomes throughout the process.1.22 Roll-out full scale implementation of the change.1.23 Evaluate the improvement process (cost/benefit analysis, impact analysis, etc.).

SECTION # 3

BUSINESS FINANCIAL MANAGEMENT & ACCOUNTING4 3 2 1 N I COMPUTATIONAL SKILLS

1 Apply computational skills in written documents

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.1 Observe policies and regulations when performing calculations for a given situation

1.11 Identify the need to follow a policy or regulation.1.12 Identify appropriate calculation methods for each situation.1.13 Perform correct calculations for each situation.1.2 Calculate and enter data for a given situation on appropriate forms or reports

1.21 Identify appropriate forms and reports for each situation.1.22 Input raw data into forms or reports.1.23 Apply the appropriate calculation method: add, subtract, multiply, divide, compare, present value, compound

values, etc.1.3 Re-check computations in written documents for accuracy and quality

1.31 Identify the most common accounting mistakes.1.32 Use appropriate calculation methods to re-check results.

2 Apply computational skills to computerized financial documents2.1 Operate appropriate financial software to generate useable data

2.11 Identify the most common features of financial software.2.12 Explain the most critical functions of financial software.2.13 Utilize the Help feature in the financial software.2.2 Operate electronic spreadsheet software to create formulas and reports

2.21 Create formulas for mathematical computations.2.22 Create a report based on previous or current mathematical computations.2.23 Print a report.

4 3 2 1 N II ORGANIZATIONAL SKILLS1 Utilize organizational skills to perform accounting and financial operations

1.1 Record and schedule appointments and calendars to manage functions1.11 Maintain manual and electronic calendars.1.12 Record/schedule appointments.1.13 Synchronize all calendars.1.2 Organize work priorities to assure deadlines will be met

1.21 Establish "to do" lists with scheduled completion dates.1.22 Schedule work priorities to meet due dates.1.23 Organize work in logical sequence.1.24 Meet deadlines.1.3 Organize documents, forms and manuals to maintain orderly flow of work

1.31 Identify documents, forms, and manuals needed.1.32 Develop written publications and/or instructional manuals.1.33 Prepare flow charts for forms and documents.1.34 Use PERT Charts and other tools to maintain orderly flow of work.

4 3 2 1 N III POLICIES AND REGULATIONS1 Apply federal, state and local laws, rules and regulations to guide storage and retention of financial records

1.1 Comply with federal, state and local rules, procedures. Laws and regulations for storage and retention of financial records and files

1.11 Interpret guidance for storage requirements.1.12 Keep all federal, state, and local requirements updated.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.13 Provide necessary security for records and files.1.2 Adapt accounting and record keeping functions to current computerized systems

1.21 Use database applications.1.22 Use financial systems.1.23 Use appropriate electronic files management software.1.24 Develop auditing system to insure accounting and financial records are correct.1.3 Establish backup procedures for maintaining electronic records

1.31 Use industry appropriate backup methods for electronic records/files.1.32 Insure backup procedures are scheduled and completed.1.33 Maintain backup resources in appropriately determined locations.

2 Identify, apply and keep current with laws and regulations that affect financial and accounting practices2.1 Understand basic financial laws and regulations as applied to financial and accounting practices

2.11 Explain major points and purposes of laws and regulations concerning financial transactions, security trading, basic accounting principles (GAAP/GAA) and taxation laws.

2.12 Identify resources that provide specific information regarding financial laws, policies and regulations.2.13 Identify major regulations and policies affecting select financial industries.2.14 Explain penalties and consequences for noncompliance with laws, policies, and regulations.2.2 Examine the purposes of financial laws, policies and regulations to apply them to a gives situation

2.21 Explain how to apply financial laws, policies, and regulations to given situations.2.22 Explain how company and industry policies affect industry practices.2.23 Analyze company and individual procedures for compliance with financial laws, policies, and regulations.2.24 Identify major instances of noncompliance with financial laws, policies, and regulations.2.3 Maintain knowledge of current financial laws, policies and regulations to assure continued

compliance in financial and accounting practices2.31 Identify types of resources to provide information on financial laws, policies, and regulations.2.32 Evaluate a list of resources that would provide updates to financial laws, policies, and regulations.

4 3 2 1 N IV ANALYZE AND INTERPRET DATA1 Analyze and interpret financial data to produce accurate reports

1.1 Understand the purpose of financial statements1.11 Describe the different types of financial statements.1.12 Explain the purpose of a financial statement.1.13 Compare the differences in financial statements.1.2 Analyze financial statements to verify information

1.21 Identify critical data.1.22 Identify relative timelines.1.23 Determine trends.1.24 Interpret trend indicators.1.25 Compare ratios/standards.1.26 Identify causes.1.27 Identify problems or areas of concern.1.28 Assess potential impacts.1.3 Interpret financial data for planning purposes

1.31 Identify trends.1.32 Review revenues.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.33 Review expenditures.1.34 Determine priorities.1.35 Investigate abnormalities.1.36 Report conclusions based on data.

4 3 2 1 N V ACCOUNTING1 Examine elements of an accounting system to acquire skills in applying good accounting practices

1.1 Evaluate assets and liabilities to show their functions in an accounting system1.11 Identify the parts of the accounting equation.1.12 Classify accounts as assets, liabilities, and owner's equity.

2 Record business transactions to track business activities2.1 Create a chart of accounts to show the variety of accounts activity in a system

2.11 Identify asset accounts.2.12 Identify liability accounts.2.13 Open accounts in a general ledger.2.14 Open accounts receivable ledger.2.15 Open accounts payable ledger.2.2 Record transactions

2.21 Journalize transactions in appropriate journals.2.22 Post from journals to ledgers.2.23 Prepare a trial balance.2.24 Journalize and post adjusting and closing entries.2.25 Close the general ledger.

3 Merge document and data to report required financial information3.1 Assemble appropriate accounting elements to prepare financial statements

3.11 Prepare a balance sheet.3.12 Prepare an income statement.3.13 Prepare a cash flow statement.

SECTION # 4

HUMAN RESOURCES4 3 2 1 N I COMPENSATION AND BENEFITS ADMINISTRATION

1 Manage an organization's benefits program to service employees with options and benefits1.1 Communicate employees benefits options to employees in given company

1.11 Explain employee benefits.1.12 Create/maintain employee benefits communication pieces.1.13 Disseminate written communications (e.g., newsletters, pamphlets).1.14 Inform employees of updated benefit information.1.15 Conduct information/training sessions regarding benefits.1.2 Conduct a review and update employee benefits program for a gives company

1.21 Research benefit providers and options.1.22 Conduct employee needs analysis.1.23 Determine feasibility of benefit options.1.24 Ensure benefit programs contribute to organization's total compensations plans and goals.1.3 Maintain employee benefit records for employees in a given company

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.31 Record employee information.1.32 Verify employee benefit documents for accuracy.1.33 Provide security for and confidentiality of employee records.

2 Coordinate and administer a wage and salary program for the company2.1 Develop a competitive direct and indirect pay/compensation plan for the company

2.11 Analyze prevailing wage rates.2.12 Evaluate the cost effectiveness for the organization.2.13 Develop salary schedules (e.g., ranking jobs).2.14 Conduct wage/salary surveys.2.15 Assist in planning for wage increases.2.16 Evaluate pay structure and ensure fit with organizations strategic objectives an total compensation plans.2.2 Maintain employee time and wage records for the company

2.21 Verify time and wage documents.2.22 Create a payroll schedule.2.23 Ensure timely payroll distribution.2.24 Follow applicable federal, state and local laws.2.3 Verify that applicable files fulfill regulations in order to represent the employer at

unemployment compensation hearings2.31 Research unemployment compensation regulations.2.32 Compare and contrast current case to the applicable regulations.2.33 Develop materials to present during hearing.

4 3 2 1 N II TRAINING AND DEVELOPMENT1 Plan, develop and conduct training programs for a company

1.1 Prepare and facilitate an orientation program for new employees1.11 Locate and organize materials for orientation program.1.12 Inform employees of benefits, compensation and personnel policies.1.13 Ensure completion of appropriate personnel forms.1.2 Prepare on-going training and development activities for employees

1.21 Assess current and future training needs.1.22 Evaluate past training activities for effectiveness.1.23 Communicate training opportunities to employees.1.24 Develop a training budget and obtain approval.1.3 Implement training and development activities for employees

1.31 Evaluate training materials and methods for instruction.1.32 Select instructors to conduct training.1.33 Schedule classes for training.1.34 Maintain training records.1.35 Maintain up-to-date contact information on trainers.

2 Identify, develop and plan training materials to use in training and developing employees in a company2.1 Organize and maintain a library of training materials for the company

2.11 Research and evaluate available resources.2.12 Select and purchase training materials.2.13 Develop and implement procedures for employee use of materials.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task2.2 Develop training procedures and guides to assist employees in doing their jobs

2.21 Confer with managers to determine training needs.2.22 Ensure training department is in compliance with all federal, state and local laws.2.23 Maintain positive attitude with all employees, contacts and customers.

4 3 2 1 N III RECRUITMENT, RETENTION AND TERMINATION OF EMPLOYEES1 Develop recruitment plan to obtain qualified employees

1.1 Determine recruitment needs and objectives to obtain qualified employees1.11 Analyze current staff and work flow.1.12 Relate organization's goals to employees needed.1.13 Assess current employees and external announcement of openings.1.2 Publicize job openings to obtain qualified employees

1.21 Identify target of recruitment efforts.1.22 Determine appropriate media to use to announce openings.1.23 Prepare materials for internal and external announcement of openings.1.24 Ensure compliance with all federal, state and local laws (e.g., EEO, Affirmative Action, American with Disabilities).

2 Analyze company assessment of personnel needs to select qualified employees for current openings2.1 Establish criteria for determining most qualified candidates for specific personnel need

2.11 Maintain current job descriptions and requirements.2.12 Select pre-employment test and screenings.2.13 Develop application and interview processes and documents.2.14 Follow federal, state and local employment laws.2.2 Select applicants that match specific personnel needs in a company

2.21 Review and evaluate applicant qualifications.2.22 Notify candidates of status.2.23 Arrange interview details.2.24 Rank candidates to determine hiring preference.

3 Develop separation, termination and transition procedures for processing employee personnel actions3.1 Use compliance-proven information to make termination and transition decisions that meet company goals

3.11 Establish criteria.3.12 Ensure compliance with federal, state and local laws.3.13 Document communications with employees.3.14 Conduct exit interview with employee.3.2 Develop programs to assist in meeting needs of separated and transitional employees

3.21 Determine employee needs.3.22 Research materials and methods available.3.23 Communicate programs available.

4 Identify key elements to develop and implement a performance appraisal system4.1 Determine elements of an evaluation system for given company

4.11 Identify what knowledge, skills and behaviors will be evaluated.4.12 Identify who will conduct the evaluation.4.13 Develop an evaluation instrument.4.14 Analyze evaluation process based on federal, state and local laws.4.2 Implement an employee appraisal system for a company

4.21 Determine evaluation timeline.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task4.22 Communicate evaluation methods/procedures to employees.4.23 Conduct employee appraisal interviews.4.3 Create a system to maintain employee appraisal records for a company

4.31 Complete employee appraisal records and documentation.4.32 Ensure confidentiality of records.4.33 Establish criteria for file reviews by employees.

4 3 2 1 N IV PERSONNEL POLICIES AND PROCEDURES1 Organize and maintain an organization's personnel policies and procedures documents to assure consistency

1.1 Develop and/or revise policies and procedures to maintain company personnel policies1.11 Review current policies and procedures.1.12 Identify areas where policies and procedures must be added or revised.1.13 Develop and maintain company policies and procedures (e.g., grievance, appeals and progressive disciplinary).1.2 Participate in strategic planning to support company's mission

1.21 Gather and interpret internal operations information.1.22 Gather and interpret general business and industry practices information.1.23 Work with executives to ensure support for organization's policies and practices.1.24 Provide information for budget processes in human functional areas.

2 Establish and implement programs, practices and procedures to protect workers and the workplace2.1 Read regulations to promote compliance with applicable health and safety laws and regulations

2.11 Maintain knowledge of federal, state and local laws and regulations.2.12 Establish policies and programs that promote health and safety.2.13 Work with supervisors and managers to enforce safety programs.2.14 Educate employees about health and safety.2.15 Monitor worker's compensation claims and costs.2.2 Provide resources for the organization to protect employees and the workplace

2.21 Develop emergency response plans.2.22 Work with management to plan and acquire safety equipment.2.23 Represent the organization when appropriate in work with federal, state and local regulatory agencies.2.24 Ensure appropriate documentation of workplace incidents.

3 Formulate human resources objectives, practices and policies to contribute to organizational effectiveness3.1 Participate in strategic planning process and implementation to manage business operations

3.11 Gather and interpret internal operations information.3.12 Gather and interpret general business and industry practices information.3.13 Establish strategic relationships within and outside the organization.3.14 Provide information for budget processes in human resources functional areas.3.2 Communicate and monitor legal and regulatory processes to ensure compliance to manage business operations

3.21 Monitor the legislative environment.3.22 Provide guidance to organization's management on legal issues related to employment and employee relations.3.23 Cultivate leadership and ethical values within the organization.

4 3 2 1 N VI LABOR RELATIONS1 Recognize the importance of union-management relationships and contracts to ensure business continuity

1.1 Analyze contracts and company's position to assist management in labor contract negotiations1.11 Analyze current contracts.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.12 Compile information on proposed contract.1.13 Communicate management's position.1.14 Arrange and schedule meetings between parties.1.15 Prepare and present contract cases.1.2 Monitor implementation of contract for compliance

1.21 Analyze hours, wages and working conditions.1.22 Complete statistical reports on findings.1.23 Schedule and meet with union representatives.1.24 Resolve grievances and problems.

SECTION # 4

BUSINESS ANALYSIS4 3 2 1 N I DEFINING THE GOAL

1 Use reliable information to research the problem1.1 Identify factors and other considerations to clearly state the problem

1.11 List the most important elements of the problem.1.12 Distinguish between the controllable and non-controllable factors.1.2 Appraise environmental and other parameters to identify the potential affects of the problem

1.21 List environmental influences.1.22 Distinguish between quantitative and non-quantitative information.1.23 Document benefits of solving the problem will provide.1.3 Explore stakeholder needs to determine impact to the stakeholders

1.31 Identify the stakeholders.1.32 Describe the impact on the various stakeholders.1.33 Discuss the problem with stakeholders.1.34 Identify stakeholder needs.

2 Form a clear statement of the problem to ensure consistent understanding among all stakeholders2.1 Develop a problem statement

2.11 Write the problem statement sing the conventions of standard English.2.12 Include factors, time and measurement in problem statement.2.13 Solicit feedback from stakeholders to validate problem statement.

3 Formulate assumptions and a hypothesis to facilitate a solution3.1 Formulate assumptions to gain a better understanding of the causes of the problem

3.11 Apply quantitative measures for assumptions.3.12 Develop a rationale for each assumption.3.13 Compile a list of hurdles to overcome.3.2 Examine various approaches to articulate possible solutions

3.21 Solicit input from each stakeholder.3.22 Describe each approach using quantitative measures.3.23 Estimate resources involved in each approach.

4 3 2 1 N II COLLECT AND EVALUATE DATA1 Compile data to validate assumptions and hypothesis

1.1 Examine available sources to determine key elements1.11 List data elements.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.12 Explain how each data element relates to the overall problem or goal statement.1.13 Quantify amount of data needed.1.14 Prioritize data.1.2 Develop a plan for gathering data

1.21 Locate data sources.1.22 Estimate resources required.1.23 Create a time-line for data collection.1.3 Solicit feedback from stakeholders to validate data

1.31 Obtain data from sources identified.1.32 Conduct meetings with key stakeholders and others who will provide data.1.33 Obtain buy-in from data providers.1.34 Further define the problem if data indicates need.1.4 Organize the data to facilitate interpretation

1.41 Select the appropriate storage schema.1.42 Use information technology tools to store the data.

2 Evaluate the data to validate assumptions and hypothesis2.1 Convert data into key metrics to facilitate interpretation

2.11 Apply Information Technology tools to perform mathematical computations.2.12 Identify applicable formulas.2.13 Apply formulas to data.2.2 Interpret information to validate assumptions and hypothesis

2.21 Identify trends and perform a regression analysis. 2.22 Determine key data elements.2.23 Evaluate data collected in context.2.24 Determine relevance of data collected.2.3 Prepare data in a format to facilitate interpretation

2.31 Create graphical representations of metrics.2.32 Determine usable format.

4 3 2 1 N III FORMULATE AND EVALUATE SOLUTIONS1 Generate alternatives to facilitate comparisons

1.1 Review data to determine key leverage points1.11 Examine data to determine key leverage points.1.12 Justify each leverage point based on the data.1.13 Rank the leverage points.1.14 Prepare cost benefit analysis.1.2 Identify constraints to evaluate feasibility of alternatives

1.21 List constraints.1.22 Relate constraints to identified leverage points.1.3 Seek a variety of input to create alternative solutions

1.31 Brainstorm ideas.1.32 Prepare options in writing.1.4 Eliminate infeasible alternatives to save time

1.41 Compare each option to the stakeholders' needs.1.42 Estimate and explore the impact of each solution.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.5 Establish the means for comparing alternatives

1.51 Select criteria.1.52 Determine how each solution stands against criteria.1.53 Analyze extenuating circumstances and factors.

4 3 2 1 N IV SELECT AND PRESENT A SOLUTION1 Explore possibilities to select the most beneficial solution

1.1 Review criteria to evaluate the potential and limitation to each solution1.11 Summarize each solution against criteria.1.12 Estimate and explore the impact of each solution.1.2 Compare the alternatives to select the best solution

1.21 Rank solutions based on overall outcome.1.22 Justify solution.

2 Prepare presentation of solutions to communicate to stakeholders2.1 Condense and customize information to prepare a presentation

2.11 Condense information into a concise format.2.12 Customize presentation for the audience.2.13 Prepare supporting documents and visuals.2.14 List possible questions and concerns.2.2 Use effective communication skills to present the solutions

2.21 Capture the attention of the audience.2.22 Model appropriate use of materials.2.23 Employ a logical progression of ideas and information.2.24 Meet the expectations of the audience effectively.

4 3 2 1 N V CONTROL THE PROCESS1 Communicate with all stakeholders throughout the process to ensure alignment of energies and resources

1.1 Establish a time-line and milestones to gauge progress1.11 Crate a time-line.1.12 Obtain approval of the time-line from stakeholders.1.13 Evaluate and adjust the time-line as necessary.1.2 Periodically review timeline and progress to make adjustments expeditiously

1.21 Evaluate progress against time-line and goals.1.22 Recommend and make changes based on analysis.1.3 Provide periodic reports for stakeholder evaluation

1.31 Exchange data and information with stakeholders.1.32 Solicit feedback from stakeholders.1.33 Prepare reports.

SECTION # 5

MARKETING 4 3 2 1 N I PRICING

1 Apply a variety of approaches to determine the appropriate price for a product/service1.1 Use different pricing methods to calculate the price of a products/service

1.11 Explain the importance of break even point and its role in pricing.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.12 Determine the best approach to price of a product using the elements of: cost-based , demand-based, competition-

based, psychological, and promotional pricing.1.2 Determine company goals and external issues necessary to determine pricing

1.21 Explain the importance of return on investment (ROI) and apply it to pricing of a product/service.1.22 Identify and apply the goals of market penetration/market share of the company.1.23 Identify and apply the global influences and the impact on pricing.1.24 Identify government regulations, their cost and integrate the cost into pricing.

2 Relate factors that influence price to a product's price2.1 List and discuss the factors to determine price

2.11 List the factors that influence price.2.12 Identify and match key factors and apply to the process of calculating price.2.13 Prioritize factors and apply to the process of calculating price.2.14 Determine break even point.2.15 Determine pricing that will maximize profits.2.2 Determine perceived quality to establish a price

2.21 Identify all elements of overhead and how to apply them to product pricing.2.22 Match the product quality to the perceptions of the customer.2.23 Apply appropriate price that will match market approval and customer satisfaction.2.3 Identify the total product cost to determine price

2.31 Identify all elements of overhead and how to apply them to product pricing.2.32 Identify and apply marketing and sales expenses to pricing.2.4 Identify the impact of external (uncontrollable) activities or consumer practices to determining price

2.41 Discuss consumer practices (shop lifting, improper returns, & product liability claims) & their impact on price.2.42 Explain the impact of consumer practices on returnn on investment (ROI).

3 Evaluate customer and their needs to determine pricing of product or service3.1 List and discuss the concept of customer needs as it applies to a specific product/service price

3.11 Describe the product.3.12 Explain the difference between price and perceived quality.3.13 Identify customer needs and match to benefits of the product.3.14 Establish a perceived value to determine a price-based on the needs of customers and benefits of product.3.2 Recognize geographic needs of product to determine price

3.21 Compare geographic needs of customers.3.22 Apply economic considerations for various geographic areas of product/service markets.

4 Apply pricing strategies to meet competition4.1 Identify the competitive practices to anticipate the future activities of competitors

4.11 Analyze and discuss competitors' previous and current pricing strategies.4.12 List all possible actions of the competitors and match the appropriate proactive response.4.13 Analyze return on investment (ROI) before adapting any pricing practices.4.2 Identify and apply the process of altering pricing to meet competitive situations

4.21 Determine when price adjustments should be made.4.22 Identify the competitive environment and determine the appropriate alternative pricing approach.4.23 Apply bait and switch, descriptive pricing, dumping, loss leader pricing, and price discrimination to determine the

best approach.4.24 Apply appropriate approaches for successful product/service price discounting.4.3 Evaluate pricing formats to find the best solution to price altering

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task4.31 Analyze the impact of bait and switch on break even, return on investment (ROI), and mark up to determine the

best approach.4.32 Analyze the impact of demand based pricing on break even, return on investment (ROI), and mark up to the

pricing situation.4.33 Analyze the impact of mark up on break even, return on investment (ROI), and mark up on the pricing situation.

5 Apply technology to identify a variety of approaches for determining and monitoring pricing5.1 Identify the ways that technology can be used to impact the pricing function

5.11 Understand the quantitative variables of pricing and price variables that can be applied to software.5.12 List and discuss methods to apply technology to pricing.5.13 Identify the appropriate software and technology tools to use in establishing pricing.5.14 Identify the time saving and other financial advantages to using technology.5.2 Explain the specific applications of technology to determine pricing

5.21 Match pricing application to appropriate technology/software needed in the process of setting prices.5.22 Evaluate the cost of technology verses the return on investment (ROI) and the impact on pricing of the

product/service.5.23 Review the technology available in other elements of pricing such as applying price stickers.5.24 Use technology to monitor all elements of the price altering.

6 Apply strategies for determining and adjusting prices to maximize return and meet customer's perceptions of value

6.1 Develop objectives, policies and strategies to make pricing decisions6.11 Explain the relationship between price and purchasing decisions.6.12 List the factors that influence price.6.13 Calculate the price of a product/service or lint of products/services using different pricing methods.6.2 Use technology to determine prices

6.21 Explain the impact of technology on the roles of buyers and sellers in determining price.6.22 Demonstrate the use of technology in determining the price for a product/service.

4 3 2 1 N II CUSTOMER SERVICE1 Use strategies necessary to determine appropriate level of customer service

1.1 Determine the appropriate activities to achieve high quality customer service1.11 Describe the level of customer service appropriate for a product/service or firm.1.12 Determine customer service needs based on customer contact.1.13 Maintain a file or key information about customers.1.14 Develop a system for contacting customers periodically.1.2 Determine activities necessary to offer the benefits of self service

1.21 Describe the activities necessary to offer self-service.1.22 Develop a plan to offer self-service for a line of products/services.

4 3 2 1 N III SELLING1 Take necessary action to determine customer needs and wants and to respond through planned, personalized

communication that influences purchases purchase decisions1.1 Demonstrate techniques to achieve personal selling

1.11 List and demonstrate the steps in the personal selling process.1.12 Explain the role of personal selling in building customer relationships.1.2 Demonstrate appropriate techniques to achieve electronic selling

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.21 Identify the types of electronic marketing.1.22 Explain the benefits and liabilities of electronic marketing to a specific product/service or firm.1.23 Design a sales campaign for a product or service utilizing web-based marketing or e-mail.

2 Establish selling philosophies to develop customer loyalty and profitability2.1 Develop selling policies that encourage long-term client relationships

2.11 Provided for effective customer service.2.12 Document expected ethical behaviors.2.13 Create value-added strategies.2.14 Document expectations for post-sale follow up.2.2 Analyze current business conditions to isolate external factors affecting the selling relationship

2.21 Determine the legal requirement that apply to selling.2.22 Identify common and accepted practice as appropriate to the situation.2.23 Analyze current economic conditions.2.24 Explain position relative to competitive environment.

3 Utilize product and company attributes to help the customer understand benefit outcomes3.1 Develop benefit statements to show their unique relationship to the company

3.11 Acquire company information relevant to the customer.3.12 Analyze company information to determine benefits.3.13 Identify benefits unique to company.3.2 Develop benefit statements to show their relationship to a product or service

3.21 Acquire product information relevant to customer.3,22 Analyze product information to determine benefits.3.23 Identify benefits unique to product or brand.3.3 Identify value-added considerations to show their relationship to a product or service

3.31 Emphasize brand promise.3.32 Explain warranties and guarantees.3.33 Upsell options relative to customer needs or wants (only).3.34 Suggest related products as appropriate.

4 Analyze client characteristics to facilitate the buying process4.1 Identify client purchasing processes to integrate significant elements into buying process

4.11 Determine demographic characteristics relative to purchase decision.4.12 Analyze psychographic characteristics relative to purchase decision.4.13 Analyze historical buying patterns and relationships.4.2 Determine motives to help define customer buying process

4.21 Determine basic needs and wants.4,22 Identify customer motives.4.23 Differentiate between organizational and consumer behavior.4.24 Address personality needs.4.25 Analyze decision making process.

5 Use accepted processes to complete the buying process5.1 Conduct prospecting to maintain or increase client base

5.11 Select prospecting techniques.5.12 Construct prospect list.5.13 Qualify leads.5.14 Maintain data.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task5.2 Make a sales presentation to encourage customer to buy a product or use a service

5.21 Determine decision-makers and gatekeepers.5.22 Customize selling message to appropriate individual.5.23 Prepare support materials .5.24 Organize sales presentation to the interests of the decision-maker.5.25 Educate the client throughout sales presentation.5.26 Convert objections to benefits relative to client needs.5.27 Negotiate close.5.3 Develop and implement a follow-up plan to enhance satisfaction and encourage a continuing relationship

5.31 Maintain detailed sales/service documentation.5.32 Identify appropriate follow-up activities.5.33 Follow up in a timely fashion.5.34 Resolve complaints.5.35 Take corrective action as appropriate.5.36 Provide continuing education and training.5.37 Expand collaborative involvement with client.5.38 Exceed service expectations.

4 3 2 1 N IV DISTRIBUTION1 Utilize standard processes to move, store, locate and/or transfer ownership of goods and services

1.1 Determine appropriate channels to distribute goods and services1.11 List and explain five channels of distribution.1.12 Explain the relationship between customer service, price and channel of distribution.1.13 Determine appropriate channel of distribution for a product/service or line of products/services.

4 3 2 1 N V PROMOTION1 Disseminate information about products/services or firm to achieve a desired outcome for a product or service

1.1 Develop a plan to promote a product/service1.11 List and explain the various forms of sales promotion.1.12 Evaluate the various forms of sales promotion with regard to a specific line of products/services or firm.1.13 Determine appropriate use of sales promotion for a specific line of products/services or firm.1.2 Prepare an advertising plan to promote a product/service

1.21 List and explain the various advertising media.1.22 Evaluate the appropriateness of various advertising media for a specific line of products/services or firm.1.23 Develop an advertising plan for a specific line of products/services or firm.1.3 Utilize various forms of publicity to promote product/service

1.31 List and explain the various forms of publicity.1.32 Develop an advertising plan for a specific line of products/services or firm.1.4 Exhibit a clear and concise understanding of ethical behavior to promote a product/service

1.41 List and explain how various forms of moral and ethical promotion lead to customer trust.1.42 Prepare a form of promotion with regard to both "truth in advertising" and "government instituted laws."1.5 Develop a plan to use all forms of promotional mix to develop a well-rounded sales campaign

1.51 List and explain the basic types of a promotional mix.1.52 Evaluate how all types of a promotional mix will coordinate in a small-scale sales campaign.1.53 Develop a sales campaign utilizing all four types of promotional nix to assure a products/service is widely recognized.

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School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.6 Use appropriate terminology to promote a product or service

1.61 Demonstrate appropriate uses of the computer in the different areas of promotion.1.62 Utilize computer technology to covey the promotional message the customer.1.7 Exhibit a clear and concise understanding of promotion to market a product or service

1.71 List and define the concept of promotion.1.72 Demonstrate how the types of promotion encompass and compliment the other functions of marketing.

4 3 2 1 N VI COMMUNICATIONS1 Utilize concepts, strategies and systems necessary to interact effectively with others

1.1 Apply effective presentation skills to a marketing/sales situation1.11 Explain the difference between persuasive and informative presentations.1.12 Develop a sales presentation for marketing a specific product/service.1.13 Exhibit negotiation skills in marketing of products/service.1.2 Exhibit verbal communication skills to provide information at staff meetings and trade shows

1.21 Contribute ideas gained from staff meetings and trade shows with co-workers supervisors and customers.1.22 Network with potential customers.1.23 Conduct staff meetings.1.24 Develop potential partnerships.

2 Develop and deliver the effective customer relations skills to provide good customer service2.1 Inform and update co-workers and supervisors of progress and concerns to meet customer needs

2.11 Share product/service and company information with co-workers and supervisors.2.12 Share innovative ideas in selling particular products and services.2.12 Inform supervisors of customer questions and requests.2.2 Shares ideas about selling and maintaining products/services with customers and co-workers to maintain

sales continuity2.21 Read product/service and company information.2.22 Relate product/service and company information with co-workers, supervisors and customers.2.23 Informs supervisors of customer questions and requests.

3 Provide ethical, legal and culturally sensitive information to customers and co-workers3.1 Exercise cultural sensitivity to interact with customers and co-workers

3.11 Research current domestic and international affairs related to market.3.12 Develop strategies and promotional ideas relating to current issues relating to the target audience.3.2 Examine ethical and legal issues to provide information in a given marketing situation

3.21 Explain reasons for safeguarding confidential information.3.22 Describe why you should provide honest information to and about consumers.3.23 Discuss ethical methods of communicating information to others.

4 3 2 1 N VII PRODUCT/SERVICE MANAGEMENT1 Apply the concepts and processes necessary to obtain, develop, maintain and improve a product/service mix

1.1 Examine consumer product/service to compare it to industrial productions/service1.11 List and define consumer products/services.1.12 List and define industrial products/services.1.2 Develop a product/service mix to service a selected marker

1.21 Prepare a list of potential products/services.1.22 Analyze product/service liability risks.

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School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.23 Select products/service to market.1.3 Conduct research for potential new products/services to market to meet customer needs

1.31 Analyze requests from customers.1.32 Review new products/services from catalogs, trade shows, and advertisements.1.33 Prepare list of possible products/services.

2 Apply the product/service management function to a marketing business2.1 Explain the importance of product/service management to a marketing business

2.11 Define product/service management.2.12 List the benefits of product/service management.2.13 Describe the classes of product/service management.2.14 Explain the role of product/service management in marketing.2.2 Explain the impact of product life cycles to marketing decisions

2.21 Define the following: product life cycle, introduction, growth, and maturity.2.22 Identify the stages of a product life cycle.2.23 Discuss the impact of each step of the life cycle and decision making.2.3 Use technology to perform functions of product/service management

2.31 Identify ways that the use of technology impacts product/service management.2.32 Explain specific applications of technology in product/service management.2.4 Explain the relationship of business ethics to product/service management

2.41 Describe ethical consideration in product packaging.2.42 Explain how planned obsolescence is an ethical issue for business.2.43 Explain ethical issues associated with product liability.

3 Apply various types of quality assurance to product service management3.1 Maximize the use of grades and standards to product service management

3.11 Define the terms grades and standards.3.12 Explain the reasons for using grades and standards.3.13 Describe the ways that grades and standards aid in buying and selling.3.2 Explain the importance of warranties and guarantees to product service management

3.21 Define the following: express, implied, full, limited warranties and guarantees. 3.22 Identify the provisions of full warranty.3.23 Describe the purposes of warranties and guarantees.3.3 Identify the provisions of appropriate agencies to protect consumers

3.31 Describe the forms of consumer protection associated with product/service management.3.32 Explain why consumer protection is needed in product/service management.3.33 Discuss the role of government and private agencies in protecting consumers.

4 Create a product mix that meets the needs of customers and produces a profit for the company4.1 Determine ways to achieve product mix

4.11 Define product mix, product item, product line, width, depth, consistency, expansion contraction, alteration,trading up, trading down and positioning.

4.12 Discuss ways in which products can be bundled.4.2 Relate the importance of product bundling to marketing products

4.21 Define the term product bundling. 4.22 Identify the reasons for bundling products.4.23 Describe ways in which products can be bundled.4.24 Explain the impact of bundling on pricing decisions.

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School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task4.3 Develop a plan to create a product mix

4.31 Describe considerations in selecting product mix strategies.4.32 Identify factors that can minimize costs in developing a product mix.4.4 Determine appropriate services to offer customers within a product mix

4.41 Discuss reasons for providing services to customers.4.42 Identify possible services to provide for customers.4.43 Determine the costs associated with providing specific services to customers.4.44 Develop and appropriate set of services for customers within a product mix.

5 Apply marketing factors to position products and services in a business5.1 Describe marketing factors that are used to position products and services in a business

5.11 Define competitive advantage and positioning.5.12 Explain the relationship between target market and positioning.5.2 Use product branding to position products and services

5.21 Define brand, brand name, brand mark, generic brand, national brand, private brand and licensing.5.22 Explain the advantage(s) of branding to a business.5.23 Discuss the factors that affect the decision to brand/not brand.5.3 Explain the role of customer service to positioning/image of product/service

5.31 Explain the importance of customer service to positioning/image.5.32 Describe the elements of customer service that can be considered in establishing specific images.5.33 Discuss the trade-offs associated with establishing a level of customer service.

SECTION # 6

ADMINISTRATIVE & INFORMATION SUPPORT4 3 2 1 N II INFORMATION PROCESSING

1 Use word processing software to produce documents1.1 Use keyboarding skills to key new documents

1.11 Complete with 100% accuracy and within allotted time.1.12 Format correctly.1.13 Free of smudges and extraneous marks.1.14 Incorporate use of spell check, Thesaurus, and/or grammar check features.1.15 Free of unnecessary computer commands.1.2 Use software techniques to insert a graphic in document

1.21 Complete with 100% accuracy and within allotted time.1.22 Placement most effective.1.23 Properly captioned.1.24 Free of unnecessary computer commands.1.3 Use software commands to design a table

1.31 Complete with 100% accuracy and within allotted time.1.32 Display relationship among groups of data.1.33 Use borders, lines, and leaders, to emphasize relationship among data groups.1.34 Format to meet data requirements.1.35 Free of unnecessary commands.1.4 Use computer software to design forms

1.41 Complete with 100% accuracy and within allotted time.1.42 Provide sufficient space to contain data allotted.

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School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.43 Record data in logical arrangement.1.44 Free of unnecessary commands.1.5 Apply computer skills to complete preprinted forms

1.51 Information in specified allotted areas.1.52 Appears slightly above horizontal lines.1.53 Complete with 100% accuracy.1.6 Use a scanner to scan data and insert data into a document electronically

1.61 Complete with 100% accuracy.1.62 Scan data into specified location.1.63 Free of unnecessary commands.1.7 Use software commands to merge text

1.71 Complete with 100% accuracy and within allotted time.1.72 Free of unnecessary commands.1.73 Format to meet assignment requirements.

2 Prepare documents for presentation2.1 Use traditional notation to proofread and edit documents

2.11 Identify and use proofreaders' marks to indicate all errors in format.2.12 Identify and use proofreaders' marks to indicate all errors in content.2.13 Identify and use proofreaders' marks to indicate all errors in spelling and grammar.2.2 Secure document notarization

2.21 Sign document in presence of notary by signatory.2.22 Verify Notary Public document's execution by proper person.2.23 Complete correct data and signatures in proper blanks.2.24 Confirm expiration date of notary commission.2.25 Affix seal or stamp as required by local law.2.3 Utilize resource materials to prepare documents

2.31 Access on-line resources.2.32 Access Library and other resource materials.2.33 Collect information.2.34 Evaluate information.2.35 Document sources.

3 Use database software to produce documents3.1 Use database software to create databases

3.11 Choose appropriate software.3.12 Define fields and type of data.3.13 Enter database structure.3.14 New Define relationships of tables.3.2 Use data entry techniques to enter information in databases

3.21 Enter data into databases, tables and/or forms.3.22 Edit data in databases, tables and/or forms.3.23 Create interface user form for easier entry or data.3.24 Be able to import and/or export databases.3.3 Use appropriate commands to retrieve data and create reports from database

3.31 Retrieve data from tables and queries.3.32 Create queries.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task3.33 Create and print reports.

4 Use spreadsheet software to produce documents4.1 Use spreadsheet software to create spreadsheets

4.11 Choose appropriate software for creating spreadsheets.4.12 Enter labels and values into spreadsheet cells.4.13 Format labels and values.4.2 Enter appropriate formulas and functions in a document

4.21 Develop formulas and enter appropriate functions.4.22 Check formulas and junctions with sample values.4.3 Create components of analyze spreadsheet data

4.31 Produce and print graphs.4.32 Produce PivotCharts.4.33 Create "what if" scenarios.4.34 Print reports.4.35 Print formulas.

5 Choose appropriate software to enter information5.1 Analyze, compare and contrast available software packages to use

5.11 Review software package.5.12 Develop a cost/benefit analysis.5.13 Rank software to select.5.2 Use appropriate software to generation information reports

5.21 Enter appropriate data.5.22 Generate output.5.23 Evaluate output and adjust as needed.5.3 Review software package to select the best choice

5.31 Compare efficiency .5.32 Compare costs.5.33 Compare benefits.

4 3 2 1 N III MANAGE RECORDS AND FILES1 Establish and follow procedures to manage paper/manual records

1.1 Establish a filing system to preserve records1.11 Compare basic filing systems.1.12 Index and code records.1.2 File, retain, and discard materials in a timely manner to manage records

1.21 Retrieve records.1.22 Re-file records.1.23 Establish retention schedule.1.24 Transfer or discard records.1.3 Destroy records as required to maintain company security

1.31 Develop and apply retention policies.1.32 Apply retention policies.1.33 Maintain destruction records.1.34 Use appropriate destruction methods.

2 Establish and follow procedures for electronic filing

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School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task2.1 Establish document priorities to interpret file hierarchy

2.11 Explain file hierarchy.2.12 Establish folder/subfolder organization.2.13 Identify file pathways.2.2 Employ computer skills to manage electronic files

2.21 Organize information into appropriate folders.2.22 Purge files.

3 Establish and follow procedures for image processing3.1 Prepare records to track image processing

3.11 Compare methods of processing.3.12 Select image processing methods.3.13 Organize records for processing.3.2 Retain, transfer and discard files as necessary to manage records

3.21 Retrieve records.3.22 Re-file records.3.23 Establish retention schedule for records.3.24 Transfer or discard records.3.3 Develop guidelines for the destruction of records

3.31 Apply retention policies.3.32 Use appropriate destruction method.3.33 Maintain destruction records.

4 3 2 1 N VI ORGANIZING AND PLANNING1 Apply planning and time management principles to accomplish workplace efficiency and achieve company

objectives1.1 List appointments and itineraries to maintain calendars

1.11 Keep record of boss's appointments and itineraries.1.12 Keep record of individual appointments.1.13 Synchronize manual and electronic calendars.1.14 "Hot synk" hand held computers with desk tops.1.2 Set priorities and schedule work to organize workload

1.21 Establish "To do" lists with due dates.1.22 Determine office priorities.1.23 Organize work in logical sequence.1.24 Coordinate work with others to meet priorities.1.25 Meet deadlines.1.3 Exercise good housekeeping to maintain a clean and functional work environment

1.31 Organize and categorize office work, supplies, and resources.1.32 Remove clutter from work area.1.33 Return materials to their proper place.

2 Plan and participate in meetings2.1 Assemble materials to prepare for meetings

2.11 Prepare agenda.2.12 Reserve meeting room.2.13 Prepare meeting materials and handouts.

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School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task2.14 Setup audio visual equipment.2.2 Take notes and handle materials to support a meeting

2.21 Record minutes.2.22 Troubleshoot unexpected problems.2.23 Disseminate materials.2.3 Prepare notes and process travel claims to provide meeting follow-up

2.31 Transcribe minutes, (NEW print) and distribute.2.32 Summarize action plan.2.33 Prepare or process travel reimbursement.

3 Prepare a maintenance schedule to maintain and manage equipment and supplies3.1 Establish procedures to maintain equipment and supplies

3.11 Determine equipment needed.3.12 Determine supplies needed.3.13 Establish equipment and supplies maintenance system.3.14 Schedule equipment maintenance procedure.3.15 Utilize equipment and supplies maintenance procedures.3.2 Organize purchasing and inventory to manage equipment and supplies

3.21 Purchase, inventory, and maintain equipment.3.22 Purchase, inventory disburse and reorder supplies.3.3 Train equipment operators to operate equipment

3.31 Operate equipment.3.32 Train or assist personnel in equipment operation.3.33 Troubleshoot equipment.3.34 Schedule equipment service.

4 Prepare travel arrangements4.1 Select suitable lodging and transportation to arrange travel for a supervisor

4.11 Search the best prices and location for transportation and hotels.4.12 Arrange transportation.4.13 Make hotel arrangements.4.14 Prepare and process travel reimbursements.4.2 Organize schedules to prepare itinerary

4.21 Collect pertinent information.4.22 Prepare documents in correct format and order.4.23 Disseminate itinerary to appropriate personnel.

4 3 2 1 N VII COMMUNICATION SKILLS1 Use telephone skills to communicate effectively

1.1 Utilize effective resources to achieve good telephone performance1.11 Use telephone directories.1.12 Use internet yellow/white pages.1.13 Use company or agency directories.1.14 Use toll free directories including web site directories.1.2 Record messages and deliver to appropriate parties to complete telephone communications

1.21 Record messages accurately, legibly and completely.1.22 Deliver massage to appropriate person/department.

MWB


School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task1.3 Coordinate times and participants to set up conference calls

1.31 Coordinate participants.1.32 Follow calling procedures.1.33 Troubleshoot any problems.1.4 Employ telephone etiquette to place and receive calls

1.41 Use proper telephone etiquette.1.42 Follow calling procedures.1.43 Plan and organize call.1.44 Transfer calls to correct person.

2 Select appropriate formats to prepare internal and external written documents2.1 Select format and procedure to produce memoranda

2.11 Select proper layout, i.e., sales, claims, good news.2.12 Use correct grammar, spelling, punctuation and other English mechanics.2.13 Prepare in correct memo format.2.14 Key without error.2.15 Disseminate to appropriate persons.2.2 Select document type and layout to produce business letters

2.21 Determine use of document, e.g., sales, claims, good news.2.22 Prepare with correct layout.2.23 Use correct grammar, spelling, punctuation and other English mechanics.2.24 Key without error.2.3 Select appropriate writing method to produce a variety of reports

2.31 Determine purpose of report.2.32 Select proper method or writing, e.g., short; informal.2.33 Prepare tables, graphs, and graphics.2.34 Use references and prepare notations and bibliography.2.35 Use correct grammar, spelling, punctuation and other English mechanics.2.36 Key without error.

4 3 2 1 N VIII FINANCIAL SKILLS1 Maintain records and reports to manage cash and banking procedures

1.1 Record transactions to manage cash fund accounts1.11 Keep records of petty cash disbursements.1.12 Replenish petty cash.1.13 Increase or decrease as necessary.1.2 Tally receipts and proof work to prepare bank deposits

1.21 Prepare endorsement.1.22 Reconcile.1.23 Proof totals.1.3 Practice good bookkeeping guidelines to reconcile bank statements

1.31 Compare checkbook to bank statement.1.32 Add deposits not credited.1.33 Subtract checks not cleared.1.34 Subtract bank charges from checkbook.1.35 Ensure bank statement balance equals checkbook balance.

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School __________________________________________________Date: ______________________


3 = Accomplishes task to criteria, 4 = Exceeds criteria and/or able to teach task2 Maintain employee time cards to manage payroll procedures

2.1 Use a spreadsheet to prepare payroll2.11 Create payroll spreadsheet.2.12 Proof time cards.2.13 Maintain accurate employee payroll records.2.2 Enter appropriate date and print checks to process payroll procedures

2.21 Enter variable data.2.22 Verify data entry.2.23 Produce payroll report/checks.

4 3 2 1 N IX COMPUTER SYSTEMS OPERATIONS AND TROUBLESHOOTING1 Study component operation to prevent, diagnose, and solve computer operations problems

1.1 Check hard drive and files to maintain computer operating systems1.11 Manipulate operating system to improve performance.1.12 Optimize hard drive.1.13 Delete temporary files.1.14 Delete unnecessary data files.1.2 Employ updated virus protection software to maintain system data integrity

1.21 Install and update applications software.1.22 Install and update virus protection.1.23 Perform backups and other utilities.1.24 Perform maintenance.1.3 Inspect and troubleshoot to diagnose and solve computer operation problems

1.31 Inspect personal computer components.1.32 Describe network fundamentals.1.33 Analyze operation sys tem components.1.34 Troubleshoot computer operation problems.1.4 Inspect and troubleshoot to diagnose and solve peripheral operation problems

1.41 Install/reinstall drivers.1.42 Maintain peripherals.1.43 Explain peripheral configurations.1.44 Ensure appropriate connections.1.45 Create a checklist for troubleshooting peripherals.

MWB

BUSINESS MANAGEMENT, ADMINISTRATION PROGRAM …

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