2014 Notes from the Marking Centre – Business Services
Introduction
This document has been produced for the teachers and candidates of the Stage 6 Business Services course. It contains comments on candidate responses to the 2014 Higher School Certificate examination, highlighting their strengths in particular parts of the examination and indicating where candidates need to improve.
This document should be read along with:
- the Business Services Curriculum Framework Stage 6 Syllabus
- the 2014 Higher School Certificate Business Services examination
- the marking guidelines
- Advice for students sitting for HSC VET examinations
- Advice for HSC students about examinations
- other support documents developed by the Board of Studies, Teaching and Educational Standards NSW to assist in the teaching and learning of Business Services in Stage 6.
Section II
Candidates showed strength in these areas:
- identifying ways to improve ergonomic design (Q.16 (a))
- describing what is contained in a job application (Q.17 (a))
- identifying sources of conflict in the workplace (Q.18 (a))
- identifying a range of factors that demonstrate links to different communication methods in order to complete a task effectively (Q.19)
- knowing the requirements that businesses must follow under the Privacy Act 1988 (Q.20 (a))
- providing reasons as to why businesses have policies relating to the use of the internet (Q.20 (b))
- providing reasons why courtesy is important in establishing contact with customers (Q.21 (a))
- providing a range of benefits of having structured follow-up procedures relating to customer service (Q.21 (b)).
Candidates need to improve in these areas:
- linking the consequences of poor ergonomic design to a business (Q.16 (b))
- identifying strategies to prepare before a job interview (Q.17 (b))
- identifying techniques that management can use to resolve conflict between team members (Q.18 (b))
- understanding factors that apply when selecting communication methods for the effective completion of work tasks (Q.19)
- linking the value of policies to internet access/usage (Q.20 (b))
- linking the benefits of structured follow-up procedures to customer service (Q.21 (b)).
Section III
Question 22
Candidates showed strength in these areas:
- explaining a diverse range of strategies to improve resource efficiency – examples included 3Rs (reduce, reuse, recycle), resource minimisation and avoidance, waste management, efficient use of energy and resources, opportunities for alternative sources of energy, use of renewables and recoverable resources, purchasing sustainable products, regular maintenance of tools and equipment, use of biodegradable/non-toxic materials, environmental audits, bulk buying, stock control and training of staff
- including relevant workplace examples.
Candidates need to improve in these areas:
- making links between the strategy proposed and the benefit to the business
- demonstrating an understanding of resource efficiency, rather than simply listing the strategies
- presenting information in a logical sequence.
Section IV
Candidates showed strength in these areas:
- understanding the importance of consultation and communication in building positive work relationships
- using industry terminology
- knowing about cultural misunderstandings and appropriate strategies to deal with these.
Candidates need to improve in these areas:
- providing more detail on the strategies rather than simply listing examples
- justifying the selection of strategies to deal with cross-cultural misunderstandings.