Business Services 2018 HSC exam pack (archive)

Question 16

In better responses, students were able to:

• identify two actions such as completing an incident report form or removing the cords (a)
• show the difference between risk control and risk assessment through their understanding of those terms (b)
• incorporate the scenario within their response (b).

Areas for students to improve include:

• using the scenario within the question to link the response
• increasing their knowledge and understanding of the concept of risk management by linking to workplace examples so they can comprehend scenarios.

Question 17 

In better responses, students were able to:

• provide disadvantages to a decentralised filing system, such as duplications of files, lack of uniformity (a)
• show the relevant stages of the records continuum (b)
• integrate the use of an example throughout their response to show their clear understanding of the concept of a records continuum (b).

Areas for students to improve include:

• understanding the characteristics of a decentralised filing system
• ensuring they use a relevant example throughout their response for the stages of the records continuum
• increasing their understanding of the stages of the records continuum.

Question 18

In better responses, students were able to:

• demonstrate a clear understanding of the purpose and features of the credit note shown (a)
• clearly show an understanding of the purpose of a business activity statement, explaining what it is and what it is used for (b)
• define petty cash and provide relevant examples to explain how and why it is used in a business (c)
• incorporate the procedures and steps involved in processing a petty cash claim (c).

Areas for students to improve include:

• understanding and application of key financial terminology and concepts.

Question 19

In better responses, students were able to:

• define ‘lateral thinking’ and provide an example of how it might be used in the scenario given (a)
• clearly understood the issues that should be considered prior to the implementation of innovation (b)
• use workplace examples to highlight information used to answer the question (b).

Areas for students to improve include:

• understanding the concept of lateral thinking
• not rewriting the question
• reading the question clearly for the key word ‘explain’ to provide the cause and effects of issues rather than providing solutions to them.

Question 20

In better responses, students were able to:

• identify the essential information in a resume, such as personal details, education, work history or experience (a)
• state two areas an office administrator needs to consider, such as confidentiality and level of authority of the person making the request(b)
• demonstrate a clear understanding of a process used to resolve the conflict (c)
• show how the process resolved the conflict (c). 

Areas for students to improve include:

• showing the outcome of the resolved conflict (c)
• demonstrating an understanding of a process used to resolve conflict (c).

In better responses, students were able to:

• identify relevant environmental hazards making clear connections to strategies that reduced the effect of the hazard (a)
• demonstrate an extensive understanding of environmental sustainability and relate this to best practice in a business services environment (b)
• provide varied and detailed workplace examples to illustrate their understanding of best practice in environmental sustainability (b).

Areas for students to improve include:

• distinguishing between a WHS hazard and an environmental hazard that is relevant to a business services environment (a)
• providing more detail when explaining relevant strategies for environmental sustainability (b).

In better responses, students were able to:

• detail quality customer service and how to resolve customer dissatisfaction
• recognise the impacts of not using quality customer service to resolve customer dissatisfaction
• use appropriate industry terminology
• display their understanding of quality customer service through industry examples/scenarios
• answer in a logical, well organised response.

Areas for students to improve include:

• reference the scenario provided throughout a response
• identify the immediate cause and effect of quality customer service
• address the entire question
• define key aspects of quality customer service
• use of relevant industry examples.