Version one

Marketing level II COC

Total time for all project 3:00hrs

Project one:-working in team and communication

Assume you are working in XZ Company in a position that requires processing and maintaining
workplace information. In most case, you produce simple word document that indicate daily
performance report and urgent issue that should be submitted to your supervisor. In addition to
this, you are expected to handle mail and communicate electronically every day. Above all,
working in team environment is one of the very important tasks your organization requires from
your position.

Thus, perform the following three tasks based on the information given the above project.

Task 1.1 Demonstrates how you process and maintain workplace information and participate in
workplace communication

 Process and maintain workplace information

 Collect information
 Process workplace information
 Maintain information system
 Participate in workplace communication
 Obtain and convey workplace information
 Participate in workplace meeting and discussion
 Complete relevant work related document

Task 1.2 Show how you produce simple word process document in your daily performance and
handle mail as it is required

 Produce simple word process document

 Prepare to produce document
 Produce document
 Finalize document
 Handle mail
 Receive and distribute incoming mail
 Organize urgent and same day delivery
 Collect and dispatch outgoing mail
Task 1.3 Show how you use basic clerical support technology and communicate electronically
 Use basic clerical support technology
 Select and use technology

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  Process and organize data
 Maintain technology
 Communicate electronically
 Implement procedure to send and receive electronic mail
 Manage electronic mail
 Collaborate online

Project two: - deliver service to customers and workplace innovation

Assume you are an employees in ZT micro and small enterprise that produce office furniture.
The organization decided to introduce transformation in its performance so as to promote in to
medium enterprise. To achieve the goal, the employees are expected to deliver better services to
the enterprise customers and able to work in a smooth team environment. More ever, every
employees are also expected to contribute to workplace innovation to promote the organizations
in to higher level achievement.

Thus, perform the following two tasks based on the information given in the above project

Task 2.1 Demonstrate how you deliver a service to enterprise customers and work in a team
environment

 Deliver a service to customers

 Establish contact with customers
 Identify customer need
 Deliver service to customer
 Process customer feedback
 Work in a team environment
 Describe team role and scope
 Work as team member
 Identify own roles and responsibility with in the team

Task 2.2 show how you identify suitability for micro business and introduce innovation to your
workplace

 Identify suitability for micro business

 Explore potential basic clerical support ideas
 Compare personal skills and aspiration with micro basic clerical support
opportunity
 Access basic clerical support learning, opportunity, mentoring and advice
 Contribute to workplace innovation
 Identify opportunity to do things better
 Discuss and develop ideas with others
 Address the practicality of change

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Project three: maintain daily financial record
ABC company that needs to implement continuous improvement process *kaizen (is engaged in
import and export business. As per its financial manual, and expenditure below and/ or equal to
birr 500.00 is treated by petty cash and the casher should replenish the petty cash after using 2/3
of the allocated petty cash money. Accordingly, the company has allocated 2000.00 birr for petty
cash purposes for its miscellanies expense. Then the organizations casher is expected to settle
the petty cash payment that includes 500.00 birr for purchase of paint, 390,00 birr for daily
labor fee, 250.00 birr for telephone fee, 100.00 birr for water fee and 150.00 birr for electric
cost.

Thus, perform the following three tasks based on the information given in the above project

Task 3.1 show how you process or journalize the petty cash payment and replenish the petty
cash

Allocated petty cash--------------------------------------------------------------2000.00

Expense/debt birr
Paint expense------------------------------------------------------------------------------500.00
Labor fee-----------------------------------------------------------------------------------390.00
Telephone fee-------------------------------------------------------------------------------250.00
Water fee------------------------------------------------------------------------------------100.00
Electric cost---------------------------------------------------------------------------------150.00
Total expense-----------------------------------------------------------------------------1390.00
Cash left = allocated petty cash-total expense
Cash left =2000.00-1390.00
Cash left =610.00 birr
Task 3.2 Demonstrate how you maintain daily financial record and develop basic clerical
support practice

 Maintain daily financial record

 Prepare and process invoice for payments to creditors and debtors
 Prepare and process banking documents and petty cash document
 Process petty cash transaction
 Process financial forms and application
 Develop basic clerical support practice
 Identify basic clerical support opportunity
 Identify personal basic clerical support skills
 Plan for establishment of basic clerical support operation
 Implement establishment plan

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  Review implementation process

Task 3.3 Show how you apply continuous improvement process (kaizen)

 Apply continuous improvement process (kaizen

 Satisfy quality system requirement in daily work
 Analyze opportunity for corrective and or optimization action
 Participate in the development of continuous improvement strategy
 Participate in the implementation of recommended action
 Recommended corrective and or optimization action

Version two
Project one
Task 1.1:-how do you establish contact with customer and identify their needs to deliver them to
service?

Answer
Establish contact with customer

Customer is acknowledged and greeted in a professional, courteous and concise manner

according to organizational requirements
Personal dress and presentation are maintained in line with organizational requirements
Customers are communicated using appropriate interpersonal skills to facilitate accurate
and relevant exchange of information
Sensitivity is maintained to customer specific needs and any cultural, family and individual
differences
 Rapport/relationship is established with customer and a genuine interest in customer
needs/requirements expressed

Identify customer need

 Appropriate questioning and active listening are used to determine customer needs
 Customer needs are assessed for urgency to identify priorities for service delivery
 Customer is provided with information about available options for meeting customer
needs and customer is assisted to identify preferred option/s
 Personal limitations are identified in addressing customer needs and assistance is sought
from designated persons where required

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Task 1.2 how do you identify the opportunity to do things better for the completion of the bank?

Identify the opportunity to do things better

 Be aware of own role in workplace innovation
 Opportunities for improvement are pro-actively identified in own area of work
 Information which may be relevant to ideas and which might assist is gathered and
reviewed in gaining support for ideas

Task 1.3:- Demonstrate how can you access basic clerical support learning, opportunity,
mentoring and advice

Access basic clerical support learning, opportunity, mentoring and advice

 The skills and knowledge required are listed to develop and operate the basic clerical
support opportunity
 Basic clerical support information and terminology are identified and interpreted
 Gaps in personal skills and knowledge which are needed are identified for the business
 Appropriate learning opportunities are identified to rectify gaps in personal skills and
knowledge
 Potential mentors, advisers, networks and sources of assistance are identified for the
business

Project two
Task 2.1:-if the company has performed a team to solve the problem, then how you do perform
as a team member?

Work as a team member

 Effective and appropriate forms of communications used and interactions undertaken

with team members who contribute to known team activities and objectives
 Effective and appropriate contributions are made to complement team activities and
objectives, based on individual skills and competencies and workplace context
 Protocols are observed in reporting using standard operating procedures
 Contribute to the development of team work plans based on an understanding of team’s
role and objectives and individual competencies of the members

Task 2.2:- Demonstrate how you maintain basic clerical support technology

Maintain basic clerical support technology

Used technology consumables are identified and replaced in accordance with

manufacturer's instructions and organizational requirements
Routine maintenance is carried out and/or arranged to ensure equipment is maintained in
accordance with manufacturer's instructions and organizational requirements

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  Equipment faults are identified accurately and action is taken in accordance with
manufacturer's instructions or report fault to designated person

Task 2.3:-In solving the company problems how do you process & maintain workplace
information

Maintain workplace information

 Collect information
 Process workplace information
 Maintain information system

Project three
Maintain daily financial record & apply continuous improvement process

ABC Company is working in textile manufacturing, because of poor performance in the case of
documentation and detain in small procurement. The company set petty cash for small
procurement for developing basic clerical support practice and to implement continuous
improvement process in the work areas. As the result of the plan, the company set the petty cash
birr 2,500 for small purchase and the minimum replenishment amount is, 20% of the petty cash
amount. The company expense birr 475 for stationary, birr 460 for transport, birr 425 for utility,
birr 375 for spare part and birr 450 for daily labor payment.

Thus, perform the following tasks based on the project information indicated above.

Task 3.1:-Demonstrate how you journalize and replenish the petty cash.

Answer

Petty cash amount-----------------------------------------------------birr 2500

For stationary---------------------------------------------------------------------birr 475
For transport service-------------------------------------------------------------birr 460
For utility--------------------------------------------------------------------------birr 425
For spare part---------------------------------------------------------------------birr 375
For daily labor--------------------------------------------------------------------birr 450
Total expense-------------------------------------------------------------------------birr 2185
Remaining balance-------------------------------------------------------------------birr 315
Replenishment amount---------------------------------------------------------------birr 500
Thus, petty cash should be replenished

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Task 3.2:- Demonstrate how you apply continuous improvement process?

Apply continuous improvement process

 Satisfy quality system requirements in daily work

 Analyze opportunity for corrective or optimization action
 Recommend corrective/optimization action
 Participate in the implementation of recommended action
 Participate in the development of continuous improvement strateies

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