Business Services 2016 HSC exam pack (archive)
2016 Business Services HSC exam paper
Marking guidelines
Marking guidelines are developed with the exam paper and are used by markers to guide their marking of a student's response. The table shows the criteria with each mark or mark range.
Sample answers may also be developed and included in the guidelines to make sure questions assess a student's knowledge and skills, and guide the Supervisor of Marking on the expected nature and scope of a student's response. They are not intended to be exemplary or even complete answers or responses.
Marking feedback
Select from the sections below to view feedback from HSC markers about how students performed in this year’s exam.
Use the feedback to guide preparation for future exams. Feedback includes an overview of the qualities of better responses. Feedback may not be provided for every question.
Feedback on written exam
Candidates showed strengths in these areas:
- identifying some circumstances where an employee can be dismissed (Q16b)
- justifying one type of software for electronically storing information (Q17a)
- explaining the importance for an employee in the business services industry to undertake self-reflection (Q18b)
- understanding how a business can provide quality customer service and the importance of communication skills and feedback (Q19a)
- understanding the concepts of confidentiality and privacy and the need for empathy and courtesy when dealing with the customer (Q19b)
- identifying at least one piece of information found in an employee’s role statement (Q20a)
- identifying some responsibilities of an employee when completing work tasks (Q20b).
Candidates need to improve in these areas:
- understanding different ways of measuring resource consumption (Q17b)
- recognising the different forms of evidence of learning, such as, workplace journals, training certificates and records of participation in workplace induction (Q18a)
- understanding the benefits of job rotation to both employees and employers in a business (Q18c)
- understanding the responsibilities of an employee when completing work tasks (Q20b).
Candidates showed strength in these areas:
- demonstrating an understanding of the nature of discrimination and the ramifications of discrimination in the workplace
- understanding the nature of policies and procedures
- using workplace examples to support responses.
Candidates need to improve in these areas:
- linking the use of relevant workplace policies and procedures to the minimisation of discrimination
- recognising that there are different types of discrimination, which is not just based on a person’s cultural backgrounds
- accurately referring to relevant legislation.
Candidates showed strength in these areas:
- identifying a record keeping obligation of a business (Q22a)
- understanding the types of information that a policy may include (Q22b)
- communicating using industry terminology (Q22b)
- including workplace examples (Q22b)
- recognising some privacy and security concerns regarding workplace information (Q22b)
- identifying issues and procedures regarding the storage, archiving, backing up, modifying or updating of information (Q22b).
Candidates need to improve in these areas:
- understanding the importance of record keeping (Q22a)
- communicating responses more succinctly (Q22a)
- understanding the features of a workplace policy (Q22b)
- not confusing a workplace policy with workplace procedures (Q22b)
- improving the logical flow and cohesiveness of responses (Q22b).
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Business Services syllabus
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