Business Services 2019 HSC exam pack (archive)

Question 16(a)

In better responses, students were able to:

• make clear reference to the delivery docket and the responsibilities of both the customer and the supplier in relation to the delivery issue.

Areas for students to improve include:

• referencing stimulus material (delivery docket) in their responses
• clearly identifying specific responsibilities of both the customer and supplier
• using appropriate terminology.

Question 16(b)(i)

In better responses, students were able to:

• correctly calculate financial information of the missing values in the statement
• understand the concept of percentages and how to calculate them
• read the account summary balance correctly to find the current balance.

Areas for students to improve include demonstrating:

• a clear understanding of percentages and how to calculate them
• knowledge of the formats used in financial documents and how to apply calculations.

Question 16(b)(ii)

In better responses, students were able to:

• clearly identify one area of improvement to cash management and show the effect this would have on the business’ cash flow
• refer to the stimulus (Statement of Account) in their response.

Areas for students to improve include:

• demonstrating an understanding of how to read and interpret stimulus to identify areas of improvement to the cash management of the business
• referring to the stimulus.

Question 17(a)

In better responses, students were able to:

• identify relevant adjustable furniture benefits, for example, ergonomic and clearly outline the benefits associated with this furniture.

Areas for students to improve include:

• showing the ability to clearly identify relevant benefits to specific furniture that would be in a business services environment.

Question 17(b)

In better responses, students were able to:

• identify and outline a number of ways they can become involved which were clearly linked to WHS consultation and participation.

Areas for students to improve include:

• recognising how employees can become involved in the WHS consultation and participation process.

Question 17(c)

In better responses, students were able to:

• demonstrate a clear understanding of a hot desking environment and the WHS implications involved in having this type of office environment.

Areas for students to improve include:

• demonstrating an understanding of WHS housekeeping implications.

Question 18(a)

In better responses, students were able to:

• demonstrate an understanding of the features of effective teamwork and including a relevant description, such as collaboration.

Areas for students to improve include:

• describing the characteristics of effective teamwork in a business services environment.

Question 18(b)

In better responses, students were able to:

• explain a number of relevant barriers to effective communication
• include workplace technology examples, such as, video conferencing,  that could be used to overcome these barriers.

Areas for students to improve include:

• providing specific examples of barriers of communication and the effect that these have on a workplace.

Question 19(a)

In better responses, students were able to:

• demonstrate knowledge of factor that influence choice of information storage.

Areas for students to improve include:

• identifying factors that affect choice of storage rather than types of storage.

Question 19(b)

In better responses, students were able to:

• demonstrate an understanding of the term ‘version control’
• demonstrate the reasons why version control is important
• use relevant Business Services terminology.

Areas for students to improve include:

• demonstrating a clear understanding of the consequences of not incorporating ‘version control’ when maintaining electronic files.

Question 19(c)

In better responses, students were able to:

• clearly identify the reasons for implementing a variety of security protocols
• demonstrate the legal implications of not implementing security protocols
• support explanations with relevant examples.

Areas for students to improve include:

• demonstrating knowledge of the reasons why security protocols are important
• using relevant Business Services terminology rather than providing generalised information.

Question 20

In better responses, students were able to:

• clearly explain, showing cause and effect, how feedback can lead to improvements in service delivery
• demonstrate their knowledge by using relevant workplace examples.

Areas for students to improve include:

• demonstrating a clear understanding of the term ‘service delivery’
• understanding how improvements can be made to service delivery from both positive and negative feedback.

Question 21(a)

In better responses, students were able to:

• clearly demonstrate relevant knowledge of the issues to be considered prior to implementing a change to workplace practices
• provide examples of issues that were related to the business services industry
• use a variety of relevant terminology.

Areas for students to improve include:

• ensuring the inclusion of the characteristics and features relating to the issues
• using relevant terminology rather than providing general statements
• distinguishing between part (a) and part (b).

Question 21(b)

In better responses, students were able to:

• provide an understanding of the implications of the process for introducing an innovative idea
• use a variety of relevant workplace examples
• demonstrate their knowledge of a range of steps in the process
• present a response in a clear, concise and logical manner
• use an extensive range of relevant terminology.

Areas for students to improve include:

• providing a clear understanding of the processes required to implement an innovative idea
• ensuring the inclusion of workplace examples that are relevant to the business services industry
• ensuring the implications of the process are addressed.

In better responses, students were able to:

• communicate ideas in depth
• address both elements of the question
• use relevant industry terminology
• use relevant business services workplace examples
• show cause and effect explaining the benefits of resource efficiency and monitoring
• incorporate the idea of a ‘Green Office’ as an example of an innovative idea
• demonstrate a strong understanding of course content
• engage with the stimulus
• identify the correct topic and made reference to best practice in sustainability.

Areas for students to improve include:

• referring to how to improve resources in a workplace
• using relevant business services workplace examples
• using terminology relevant to the business services industry
• writing a logical and cohesive response that answers all parts of the question asked.