SayPro Online Course SAQA 11516636123

Description

Associated assessment criteria for fundamental learning

Competence is evident when learners are able to:

1.
Show a clear understanding of complex issues under discussion in one-on-one or group situations
Manage discussions and/or conflicts sensitively
Identify and challenge the underlying assumptions, points of view and subtexts in spoken texts when appropriate, and clarify understanding or sustain interaction
Analyse and adjust one`s responses to spoken texts in relation to audience, purpose and context accordingly
Identify characteristics of a speaker`s style, tone and mannerisms that attract or alienate an audience with reference to the particular effect of each feature in creating audience response
Describe, explain and judge the impact of spoken discourse

2.
Adopt reading strategies appropriate to the purpose
Draw conclusions from a synthesis of information from texts and make generalizations of patterns and trends about purpose and audience
Understand surface and embedded meanings in the text and present a viewpoint
Identify and explain the effect of an author`s values and views on selected texts in terms of the impact on meaning and target audience
Cite evidence from texts in defence of a position
Explore the effects of content, language and style on readers` responses in specific texts
Identify and explain the impact of different writing techniques on reader perspective in terms of the particular effect produced by each
Analyse the influence of specific language structures and features

3.
Write imaginative texts that are convincing and appropriate to the topic and purpose
Write expository texts that are well developed with respect to clearly articulated purposes, using fully developed paragraphs and resulting in a unified text
Choose the narrative voice appropriate to context, purpose and audience
Sequence points in an argument logically and deliberately to build up to a convincing conclusion
Check text for coherence, logical sequence and structure; identify and adjust weaknesses and errors to improve coherence and flow
Rearrange information in ways that promote interest in, and impact of, the text for a defined target audience
Check layout, spelling, punctuation and syntax for accuracy and readability
Check the whole, completed text against the purposes for writing to verify that these purposes have been satisfied

4.
Identify relevant learning resources
Utilise and manage learning resources through appropriate selection and cross-referencing of information and acknowledgement of sources
Formulate learning strategies by selection of specific tried techniques
Summarise and use information in the learning process
Synthesize and contextualise answers pertaining to relevant questions
Read, interpret, analyse and synthesize texts for detail in a given context
Communicate with others in groups or as individuals
Organise and use occupational learning materials for optimum learning
Understand and use layout, presentation and organisational features of learning materials effectively
Engage with and, if needed, clarify technical language
Conduct basic research, and analyse and present findings
Identify and define appropriate topic and scope
Plan and sequence research steps appropriately
Apply research techniques
Categorise, classify and sort information
Analyse research findings in the appropriate format
Make conclusions and recommendations
Lead and participate actively in group learning situations
Apply responsibilities in the team and group work conventions in learning situations
Practise conflict management and negotiating techniques
Work in a team to achieve meaningful products, outcomes and goals
Describe and discuss features of the occupational environment
Describe and discuss ways in which these features affect learning processes

Associated assessment criteria for core learning

Competence is evident when learners are able to:

1.
Define the term “entrepreneurship”
Understand the difference between entrepreneurship and management
Discuss the characteristics of entrepreneurs
Explain the link between entrepreneurship and the economy

2.
Define the term “small business”
Discuss the importance of small businesses
Discuss the various reasons why small businesses fail
Explain the advantages of owning a small business
Examine the reasons why people go the small business route

3.
Discuss the various macro-environmental factors affecting a business
Discuss the various micro-environmental factors affecting a business
Discuss the functions of management and their relative importance
Explain the 4 factors of production

4.
Distinguish between the various forms of ownership
Discuss the characteristics of the different forms of ownership
Understand the formalities surrounding the various forms of ownership
Make a comparison of the main forms of ownership

5.
Define a contract
Describe the general requirements for a valid contract
Identify and describe the most common types of contracts applicable to small businesses
Discuss the various legal aspects of establishing a specific form of ownership
Identify the various bodies with which a small business must register
Discuss the various legal issues with regards to employing staff members
Identify the various forms needed to meet the legal requirements for operating a small business

6.
List the various business functions
Define various important terms with regards to finance
Discuss the factors affecting the viability of a business
Understand the concepts of profit and loss
Explain the objectives of financial management
Explain the tasks of financial management
Understand the basic accounting procedure
Understand the concept of cash flow

7.
Understand the core concepts of marketing
Explain the difference between marketing and selling
Discuss marketing research and its procedure
Understand the concept and importance of market segmentation and target markets
List and discuss the 4 elements of the marketing mix
Discuss the general approaches to pricing
Discuss the various channels of distribution and the intermediaries that play a role
Briefly explain the elements of the promotions mix

8.
Understand the importance of purchasing
Discuss the objectives of the purchasing function
Explain the different types of purchases
Discuss the purchasing process
Understand the benefits and costs of inventory holding
Explain the 4 common methods for inventory control
Discuss the transformation process
Understand the importance of operations management
Explain the different types of production systems
Understand the concept of production layout

9.
Understand the importance of the human resource function
Discuss the steps involved in human resource planning
Explain the difference between job analysis, job specification and job description
Discuss the recruitment and selection process
Discuss the importance and types of training and development for staff
Understand the importance of motivation
Discuss the aspects involved in personnel administration

10.
List the main activities of the administrative function
Discuss the administrative process
Discuss the importance of information for the enterprise

11.
Explain the objectives of a business plan
Discuss the elements of a business plan
Discuss the presentation and length of a good business plan
Draw up a business plan for a given business

12.
Identify basic terms, concepts and functions of system modules, including how each module should work during normal operation and during the boot process
Identify basic procedures for adding and removing field replaceable modules for both desktop and portable systems
Identify available IRQs, DMAs and I/O addresses and procedures for device installation and configuration
Identify common peripheral ports, associated cabling, and their connectors
Identify proper procedures for installing and configuring IDE/EIDE devices
Identify proper procedures for installing and configuring SCSI devices
Identify proper procedures for installing and configuring peripheral devices
Identify hardware methods of upgrading system performance, procedures for replacing basic subsystem components, unique components and when to use them

13.
Identify common symptoms and problems associated with each module and how to troubleshoot and isolate the problems
Identify basic troubleshooting procedures and how to elicit problem symptoms from customers

14.
Identify the purpose of various types of preventative maintenance products and procedures and when to use them
Identify issues, procedures and devices for protection within the computing environment, including people, hardware and the surrounding workspace

15.
Distinguish between the popular CPU chips in terms of their basic characteristics
Identify the categories of RAM (Random Access Memory) terminology, their locations and physical characteristics
Identify the most popular type of motherboards, their components and their architecture
Identify the purpose CMOS (Complementary Metal-Oxide Semiconductor), what it contains and how to change its basic parameters

16.
Identify basic concepts, printer operations and printer components
Identify care and service techniques and common problems with primary printer types

17.
Identify basic networking concepts, including how a network works and the ramifications of repairs on the network

18.
Identify the operating system`s functions, structure and major system files to navigate the operating system and how to get to needed technical information
Identify basic concepts and procedures for creating, viewing and managing files, directories and disks. This includes procedures for changing file attributes and the ramifications of those changes

19.
Identify the procedures for installing Windows 9x and Windows 2000 and for bringing the software to a basic operational level
Identify steps to perform an operating system upgrade
Identify the basic system boot sequences and boot methods, including the steps to create an emergency boot disk with utilities installed for Windows 9x, Windows NT and Windows 2000
Identify procedures for loading/adding and configuring application device drivers and the necessary software for certain devices

20.
Recognize and interpret the meaning of common error codes and start-up messages from the boot sequence and identify steps to correct the problems
Recognize common problems and determine how to resolve them

21.
Identify the networking capabilities of Windows including procedures for connecting to the network
Identify concepts and capabilities relating to the internet and basic procedures for setting up a system for internet access

22.
Recognize logical or physical network topologies given a schematic diagram or description
Specify the main features of 802.2(LLC), 802.3 (Ethernet), 802.5 (token ring), 802.11b (wireless) and FDDI networking technologies -specify the characteristics of various cable types
Recognize media connectors and/or describe their uses
Choose the appropriate media type and connectors to add a client to an existing network
Identify the purpose, features and functions of network components

23.
Given an example, identify a MAC address
Identify the 7 layers of the OSI model and their functions
Differentiate between network protocols in terms of routing, addressing schemes, interoperability and naming conventions
Identify the OSI layers at which the network components operate
Define the purpose, function and/or use of the protocols within TCP/IP
Define the function of TCP/UDP ports
Identify well-known ports
Identify IP addresses (Ipv4, Ipv6) and their default subnet masks
Identify the purpose of subnetting and default gateways
Identify the differences between public vs. private networks
Identify the basic characteristics of WAN technologies
Define the function of remote access protocols and services
Identify security protocols and describe their purpose and function

24.
Identify the basic capabilities of server operating systems
Identify the basic capabilities of client workstations
Identify the main characteristics of VLANs
Identify the main characteristics of network attached storage
Identify the purpose and characteristics of disaster recovery
Given a remote connectivity scenario, configure the connection
Identify the purpose, benefits and characteristics of using a firewall
Identify the purpose, benefits and characteristics of using a proxy
Given a scenario, predict the impact of a particular security implementation on network functionality
Given a network configuration, select the appropriate NIC and network configuration settings

25.
Given a troubleshooting scenario, select the appropriate TCP/IP utility
Given a troubleshooting scenario involving a small office/home office network failure, identify the cause of the problem
Given specific parameters, configure a client
Given a wiring task, select the appropriate tools
Given a network scenario, interpret visual indicators to determine the nature of the problem
Given output from a diagnostic utility, identify the utility and interpret the output
Given a scenario, predict the impact of modifying, adding or removing network services on network resources and users
Given a network problem scenario, select an appropriate course of action based on a general troubleshooting strategy
Given a troubleshooting scenario involving a network with a particular physical topology and including a network diagram, identify the network area affected and the cause of the problem
Given a network troubleshooting scenario involving a client connectivity problem, identify the cause of the problem
Given a network troubleshooting scenario involving a wiring/infrastructure problem, identify the cause of the problem

26.
Define and explain the term “helpdesk”
Define and explain the term “user support”
Understand support services and their goals
Explain the difference between an internal and external customer
Discuss the traits of a successful helpdesk analyst
Attach importance of staying current

27.
Define and explain the difference between a customer`s “wants” and “needs”
Discuss the 4 basic needs of a customer
Describe the principles of giving good service
List and explain the techniques to give good service
Discuss the impact of body language in a helpdesk environment

28.
Know how to avoid blame
Know how to be assertive and flexible
Know how to multi-task and prioritise
Define the importance of teamwork and leadership
Know how to deal with the confidential information
Understand the importance of the helpdesk`s image

29.
List ways to improve their “speaking skills”
List and improve their “listening skills” and paying attention
List ways of establishing a relationship between them and their customer
Define the different types of callers and the guidelines for dealing with them
Answer a complaint letter using the correct techniques
Use the guidelines for composing an e-mail
List and use the guidelines to correctly structure a presentation
List and use the guidelines regarding body language, dress and posture

30.
Understand the different goals between internal and manufacturing support
Describe the typical tasks when providing internal support
Describe the typical tasks when providing manufacturing support
Define the issues for not/charging for support
Understand where in the organisation the support department fits

31.
Describe the 3-tier support model
Define the concept of response time
Define the concept of resolve time
List and explain the tasks performed at each tier of the support model
Define the concept of “escalation”
Draw a diagram to explain how the support model works

32.
Understand the need for employing the right type of person in a support environment
List the characteristics of the ideal support person
Measure themselves against these characteristics and decide in which areas they could/need to improve
Understand the importance of training and learning for a support person
List 5 skills they should practice as a support person
List the different aspects of learning which are relevant to their task as a support person
Understand what stress is, the reasons for it and ways of dealing with it

33.
List and define the 5 main problems facing a support department
Discuss the problems caused by rapidly changing technology
Discuss the problems caused by limited resources
Discuss the problems caused by different knowledge levels of users
Discuss the problems caused by stress
Discuss the problem of high user expectations
Propose solutions for all of the above

34.
List and describe the 4 main types of support calls
Describe the 3 types of feedback calls
List the guidelines to handle each type of feedback call
Describe and recognize the 3 types of question calls
Describe and implement the 10-step troubleshooting process
Define non-technical calls

35.
List the types of information a support department should keep
Understand and explain the necessity for logging calls
List the information that should be logged for each support call
List the different statistics that should be calculated by the logging system and understand the relevance of each
List and use the guidelines to record the details of the problem

36.
Discuss the main issues involved in managing staff: productivity, scheduling staff`s time and structuring the support department
Understand and explain the significance of managing the support department`s resources
Understand and explain the basic issues involved in managing service to their customers

37.
Understand some of the basic concepts of information technology such as data storage and memory, the context for computer-based software applications in society and the uses of information networks within computing

38.
Modify the desktop, settings and toolbars using Windows NT
Understand and apply drives, folders and files
Demonstrate customizing, displaying and changing the screen
Apply renaming, selecting, moving, deleting and copying files
Demonstrate wordpad, notepad, games, paint and the calculator
Demonstrate browser, search engines and printing
Demonstrate setting and installing printers and the printing screen
Understand and apply all the help functions

39.
Apply the basic common Word 2000 features
Demonstrate a Word window, start and develop a new Word document, editing the text, adjusting settings, saving, closing a Word document
Design a web site in Word including hyperlinks, graphics, a form, lines, a background and frames

40.
Apply templates
Create a newsletter
Apply editing, formatting and calculations within a table
Apply styles, borders, shading, hyphenation, links, modify clipart, symbols to document
Demonstrate mail merge

41.
Demonstrate planning features, plan a worksheet, create a worksheet, edit a worksheet, use formulas
Demonstrate formatting a worksheet, opening and saving a worksheet, previewing and printing a worksheet

42.
Demonstrate importing objects, creating a chart from worksheet, editing a chart, formatting a chart
Demonstrate creating a graph
Demonstrate managing and analysing a workbook
Demonstrate the Find command, Replace command, Sorting Data and Filter Data functions

43.
Demonstrate planning a presentation, creating a presentation, editing a presentation, manipulating slides, previewing a presentation, opening and saving a presentation

44.
Demonstrate modifying and enhancing a presentation
Demonstrate copying, linking between office applications
Demonstrate the ability to customize a presentation using advanced formatting functions, adding and modifying clipart in a slide, format painter, adding and modifying a chart in a slide
Demonstrate creating a presentation from a design template, adding animated graphics, creating and modifying wordart, adding hyperlinks
Demonstrate publishing a presentation on the web

45.
Demonstrate customizing Outlook Today, customizing the screen, using shortcuts
Understand the folders list, status bar and separator bars
Demonstrate sending a new mail, using address book, receiving, replying, forwarding, formatting mail, adding and modifying an attachment to a mail
Demonstrate sorting, customizing, filtering, deleting, group, folder, print inbox messages
Apply add, delete, create names in the address book
Back-up address book
Create, use, delete distribution list
Create, move, delete, edit, insert appointments, change the view, preview
Create, manage and print tasks
Create, manage, delete contacts
Create, open, edit, delete notes

46.
Demonstrate the common Office 2000 features: planning a database, creating a database, using the database window, creating a table, defining the elements of a table, entering data, opening and saving a database using MS-Access
Demonstrate modifying a table using the modifying tools, creating a form, entering records, previewing and printing a form, closing and saving a form

47.
Demonstrate using filters, creating queries, using Autoreport Wizard to create a report, modifying the report, creating a report from a query
Demonstrate using a table wizard to create a table, copying and deleting data, formatting field, creating advanced queries, back-up and restoring a database
Demonstrate creating a multiple table form, modifying a form, editing a form, creating a subform, enhancing a form with advanced features, deleting a form
Demonstrate creating a group report, customizing the report layout, editing the report, creating mailing labels, creating and using macros, using the main switchboard and securing the database
-demonstrating importing and exporting, saving a database object as a web page, adding a hyperlink to a database object

48.
Plan the steps needed to provide a software solution using a program development cycle
Use flowcharts and pseudo code as programming tools to develop a software solution
Develop algorithms implementing programming constructs of sequences, decisions and looping

49.
Create a Windows form using existing objects and controls
Manipulate the state of each object by changing its properties during design and run time
Manipulate the behaviour of each object by using the appropriate methods of each object

50.
Identify the events needed on the interface and create procedures for each
Identify, declare and initialise variables required, the data types, scope and lifetime of these variables
Use mathematical and string operators to change the values of variables
Apply conditional logic by writing conditional statements and implementing relational and logic operators in these conditional statements
Write code that implements looping structures when either the number of iterations are known or unknown
Create and use arrays and collections to hold data and objects

51.
Open a sequential file to read data and write the code to access the data in the file
Open a sequential file to write to and write the code to place data in this file
Access and manipulate data stored in a database using data objects

52.
Create an HTML web page without the aid of a WYSIWYG editor
Position images on a web page in a determined manner
Create hyperlinks using absolute and relative links
Create simple JavaScript

53.
Create a simple website, using a minimum of five pages
Use cascading style sheets, hover buttons, marquees and other embellishments using the tools provided with Microsoft? FrontPage

54.
Install Windows 2000 Professional by using Windows 2000 Server Remote Installation Services (RIS)
Install Windows 2000 Professional by using the System Preparation Tool
Create unattended answer files by using Setup Manager
Apply update packs to installed software applications
Prepare a computer to meet upgrade requirements

55.
Configure, manage and troubleshoot file compression
Control access to files and folders by using permissions
Optimise access to files and folders
Create and remove shared folders
Control access to shared folders by using permissions
Manage and troubleshoot web server resources
Manage printers and print jobs
Control access to printers by using permissions
Connect to an internet printer
Connect to a local print device
Recover user data by using Windows Back-up

56.
Convert from one file system to another file system
Configure file systems by using NTFS, FAT32 or FAT
Install, configure and manage DVD and CD-ROM devices
Monitor and configure disks
Monitor, configure and troubleshoot volumes
Monitor and configure removable media, such as tape devices
Optimise and troubleshoot disk performance

57.
Configure multiple-display support
Install, configure and troubleshoot a video adapter
Configure Advanced Power Management (APM)
Configure and manage card services
Monitor, configure and troubleshoot I/O devices, such as printers, scanners, multimedia devices, mouse, keyboard and smart card reader
Monitor, configure and troubleshoot multimedia hardware, such as cameras
Install, configure and manage modems
Install, configure and manage Infrared Data Association (IrDA) devices
Install, configure and manage wireless devices
Install, configure and manage USB devices
Optimise and troubleshoot memory performance
Optimise and troubleshoot processor utilisation
Optimise and troubleshoot network performance
Optimise and troubleshoot application performance
Recover system state data by using Windows Backup
Troubleshoot system restoration by using Safe Mode
Recover system state data and user data by using the Recovery Console

58.
Enable multiple-language support
Configure multiple-language support for users
Configure local settings
Configure Windows 2000 Professional for multiple locations

59.
Connect to computers by using a virtual private network (VPN) connection
Create a dial-up connection to connect to a remote access server
Connect to the internet by using dial-up networking
Configure and troubleshoot Internet Connection Sharing

60.
Implement, configure, manage and troubleshoot auditing
Implement, configure, manage and troubleshoot account settings
Implement, configure, manage and troubleshoot account policy
Create and manage local users and groups
Implement, configure, manage and troubleshoot user rights
Implement, configure, manage and troubleshoot local user authentication
Configure and troubleshoot local user accounts
Configure and troubleshoot domain user accounts

61.
Be able to perform an attended and unattended installation
Be able to upgrade from Microsoft Windows NT 4.0 Server to Windows 2000 Server
Deploy service packs
Troubleshoot failed installations

62.
Install and configure network services for interoperability
Monitor, configure, troubleshoot and control access to printers
Monitor, manage and troubleshoot access to files, folders and shared folders
Monitor, configure, troubleshoot and control access to web sites

63.
Configure hardware devices
Configure driver-signing options
Update device drivers
Troubleshoot problems with hardware

64.
Monitor and optimise usage of system resources
Manage processes
Optimise disk performance
Manage and optimise availability of system state data and user data

65.
Monitor, configure and troubleshoot disks and volumes
Configure data compression
Monitor and configure disk quotas
Recover from disk failures

66.
Install, configure and troubleshoot shared access
Install, configure and troubleshoot a Virtual Private Network
Install, configure and troubleshoot network protocols
Install and configure network services
Install, configure and troubleshoot remote access
Install, configure, monitor and troubleshoot terminal services
Install, configure and troubleshoot network adapters and drivers

67.
Encrypt data on a hard disk by using Encrypting File System (EFS)
Implement, configure, manage and troubleshoot policies in a Windows 2000 environment
Implement, configure, manage and troubleshoot auditing and local accounts
Implement, configure, manage and troubleshoot Account Policy
Implement, configure, manage and troubleshoot security by using the Security Configuration Tool Set

68.
Install Active Directory by using sites, subnets, site links, site link bridges, connection objects, global catalogue servers and organisational units
Move server objects between sites
Transfer operations master roles
Verify directory installation
Backup and restore Active Directory by performing an authoritative restore of Active Directory and to recover from system failure

69.
Integrate Active Directory DNS zones with non-Active Directory DNS zones
Configure zones for dynamic updates
Manage replication of DNS data

70.
Create, manage and troubleshoot Group Policy`s objects (GPO) by linking an existing GPO, delegation of administrative control of Group Policy, modifying Group Policy inheritance, filtering Group Policy settings by associating security groups to GPO`s, modifying Group Policy
Use GPO`s to control user environments by using administrative templates and assigning script policies to users and computers
Use GPO`s to manage software: deploy software, maintain software, configure deployment options, troubleshoot common problems that occur during software deployment
Manage and troubleshoot RIS: install an image on a RIS client computer, create a RIS boot disk, configure remote installation options, troubleshoot RIS problems, manage images for performing remote installations; authorise a RIS server, grant computer account creation rights, prestige RIS client computers for added security and load balancing

71.
Move Active Directory objects, publish resources in Active Directory, locate objects in Active Directory, create and manage accounts: manually or by scripting, control access to Active Directory objects, delegate administrative control of objects in Active Directory
Monitor, maintain and troubleshoot domain controller performance; monitor, maintain and troubleshoot Active Directory components
Manage intersite and intrasite replication

72.
Apply security policies by using Group Policy, create, analyse and modify security configurations by using security configuration and analysis and security templates and implement an audit policy
Monitor and analyse security events

73.
Install the DNS Server service
Configure a root name server, zones, caching-only server and a DNS client
Manage an existing DNS by configuring zones for dynamic updates, test the DNS Server service, implement a delegated zone for DNS, manually create DNS resource records
Monitor DNS

74.
Install, configure and troubleshoot DHCP: Install the DHCP Server service
Create and manage DHCP scopes, super scopes and multicast scopes
Configure DHCP for DNS integration
Authorise a DHCP server in Active Directory
Manage and monitor DHCP

75.
Configure inbound connections
Create a remote access policy
Configure a remote access profile
Configure a virtual private network (VPN)
Configure multi-link connections
Configure routing and remote access to DHCP integration
Manage and monitor remote access
Configure remote access security
Configure authentication protocols
Configure encryption protocols

76.
Install, configure and troubleshoot network protocols: TCP/IP; NWLink protocol
Configure network bindings
Configure and troubleshoot network protocol security
Configure TCP/IP packet filters
Configure and troubleshoot IPSec: enable IPSec; configure IPSec for transport mode; configure IPSec for tunnel mode; customise IPSec policies and rules; manage and monitor IPSec
Manage and monitor network traffic

77.
Install, configure and troubleshoot WINS
Configure WINS replication
Manage and monitor WINS

78.
Install, configure and troubleshoot IP routing protocols: update a Windows 2000-based routing table by means of static routes
Implement d