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QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR


MANAGEMENT SECTOR

1. Introduction and Contacts..…P1


2. Qualifications Pack……….……...P2
3. Glossary of Key Terms …………P3
4. OS Units……………………..…….….P5

 OS describe what 5. Annexure: Nomenclature for QP & OS. P37


individuals need 6. Assessment Criteria……………….P39
to do, know and
understand in
order to carry out
a particular job
role or function

 OS are
performance SECTOR: MANAGEMENT, ENTREPTRENEURSHIP AND PROFESSIONAL SKILLS
standards that
individuals must SUB-SECTOR: OFFICE MANAGEMENT
achieve when
carrying out OCCUPATION: OFFICE SUPPORT
functions in the
workplace, REFERENCE ID: MEP/Q0202
together with ALIGNED TO: NCO-2015/3341.1000
specifications of
the underpinning Brief Job Description: Office Assistant performs a wide variety of responsible
knowledge and office support and administrative functions. Office Assistant is a versatile job
understanding role which can perform in any department and function. The office assistant
position requires proficiency in operation of computers, office equipment, full
range of general office services and functions of their department and work
assignment.

14 Management Personal Attributes: This job requires the individual to have: basic computer
House, Institutional,
skills, listening skills, good interpersonal and communication skills with attention
Area, Lodhi Road, New
to detail, analytical skills, time management and problem solving skills.
Delhi-110003
E-mail: ceo@mepsc.in
Qualifications Pack for Office Assistant

Qualifications Pack Code MEP/Q0202


Job Role Office Assistant
Credits (NSQF) TBD Version number 1.0
Job Details

Management,
Sector Entrepreneurship and Drafted on 5/12/16
Professional Skills
Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020

Job Role Office Assistant


Role Description Perform a wide variety of responsible office support
and administrative functions
NSQF level 3
Minimum Educational Qualifications 12th Standard Passed, preferably
Maximum Educational Qualifications Not Applicable
Training (Suggested but not mandatory) N.A
Minimum Job Entry Age 18 years
Experience N.A
Applicable National Occupational Standards Compulsory:
(NOS) 1. MEP/N0202 Application of computers
2. MEP/N0203 Operation & usage of various office
equipments
3. MEP/N0204 Managing routine office activities
4. MEP/N0205 Comply with industry and
organizational requirement
5. MEP/N0206 Demonstrate soft skills required for
the job
6. MEP/N0207 Maintain a healthy, safe and secure
working environment
Optional:
N.A.
Performance Criteria As described in the relevant OS units

2
Qualifications Pack for Office Assistant

Keywords /Terms Description

Core Skills/Generic Core Skills or Generic Skills are a group of skills that are key to learning
Definitions

Skills and working in today's world. These skills are typically needed in any
work environment. In the context of the NOS, these include
communication related skills that are applicable to most job roles.
Function Function is an activity necessary for achieving the key purpose of the
sector, occupation, or area of work, which can be carried out by a person
or a group of persons. Functions are identified through functional
analysis and form the basis of NOS.
Job Role Job role defines a unique set of functions that together form a unique
employment opportunity in an organization.
Knowledge and Knowledge and Understanding are statements which together specify the
Understanding technical, generic, pro fessional and organizational specific knowledge
that an individual needs in order to perform to the required standard.
National Occupational NOS are Occupational Standards which apply uniquely in the Indian
Standards (NOS) context
Occupation Occupation is a set of job roles, which perform similar/related set of
functions in an industry.
Organisational Context Organisational Context includes the way the organization is structured
and how it operates, including the extent of operative knowledge
managers have of their relevant areas of responsibility.
Performance Criteria Performance Criteria are statements that together specify the standard
of performance required when carrying out a task.
Qualifications Pack(QP) Qualifications Pack comprises the set of NOS, together with the
educational, training and other criteria required to perform a job role. A
Qualifications Pack is assigned a unique qualification pack code.
Qualifications Pack Qualifications Pack Code is a unique reference code that identifies a
Code qualifications pack.
Scope Scope is the set of statements specifying the range of variables that an
individual may have to deal with in carrying out the function which have
a critical impact on the quality of performance required.
Sector Sector is a conglomeration of different business operations having similar
businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.
Sub-Sector Sub-sector is derived from a further breakdown based on the
characteristics and interests of its components.
Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the
objectives of the function.
Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish
specific designated responsibilities.
Unit Code Unit Code is a unique identifier for a NOS unit, which can be denoted
with an ‘N’
Unit Title Unit Title gives a clear overall statement about what the incumbent
should be able to do.

3
Qualifications Pack for Office Assistant

Keywords /Terms Description


NSQF National Skills Qualifications Framework
Acronyms

QP Qualification Pack
OS Occupational Standards

4
MEP/N0202 Application of computers

----------------------------------------------------------------------------------------------------------------

Overview
This unit covers the skills and competencies that you need, to operate a computer and use
a variety of office software packages to produce documents.

5
MEP/N0202 Application of computers

Unit Code MEP / N0202


Unit Title Application of computers
National Occupational Standard

(Task)
Description This unit covers the skills and competencies that user/individual need to operate a
computer and office software packages to perform day- to- day activities at
workplace.
Scope This unit/tasks covers the following:
 Identification of parts of computer and storage devices
 Operation of computers and its components
 Use of various computer software programs and applications

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria


Identification of To be competent, the user/individual on the job must be able to
various parts of PC1. identify & describe various parts of computers like CPU, keyboard, monitor,
computers and etc.
storage devices PC2. identify different types of storage devices e.g. portable hard disks, flash
drives, pen drives and CDs/DVDs (latest removable devices)
Operation of PC3. connect, turn on and off the computer properly and run computer
computer and related applications
components PC4. use different input/ output devices
PC5. connect and dismantle projector, cords, cables and input/output devices
Use of various PC6. view files, work with files and customize window
computer software PC7. use application of essential accessories such as notepad, WordPad,
programs & paintbrush, images, calculator, calendar, media players and sounds
applications PC8. use multimedia settings and applications of control panel
PC9. use word processing software to create and edit official documents and
reports (MS Word or equivalent)
PC10. use software to create and edit presentations (MS PowerPoint or equivalent)
PC11. use software applications to create, apply & modify formulas, generate
reports, maintain database & compile data(MS Excel or equivalent)
PC12. operate graphic packages e.g. MS Paint, PC Paintbrush etc.
PC13. use social media( Google +, Twitter, LinkedIn, Facebook)
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context KA1. the features, applications and uses of computer software/s in
(Knowledge of the use
company / KA2. importance of speedy disposal of work with maximum accuracy
organization and KA3. use of standard operating manuals and procedures for dealing with work
its processes) related to computer application
KA4. what records to be kept and to whom they need to be passed
KA5. the reporting procedure and follow up procedure if breakdown appears

6
MEP/N0202 Application of computers

B. Technical The user/individual on the job needs to know and understand:


Knowledge KB1. scope of minor and major breakdowns
KB2. methods of replenishment to run the equipment
KB3. the use and functionalities of various computer hardware components and
software packages
KB4. how to use keyboard shortcuts
KB5. the use of various social media platforms ( Google+, Twitter, LinkedIn ,
Facebook)
Skills (s)
A. Core Skills/ Reading Skills
Generic Skills On the job the individual needs to be able to:
SA1. read and interpret instructions, procedures, information and signs at the
workplace
SA2. read, understand and use various keyboard shortcuts
SA3. read, understand and interpret various mails/memo/office orders/circulars
/letters and office instructions received from various sources
Writing Skills
On the job the individual needs to be able to:
SA4. organize, structure and present information
SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to:
SA6. identify the nature, purpose and use of the information to be communicated
verbally
SA7. express statements, opinions or information clearly, so that the receiver can
hear and understand
SA8. listen and respond in a way that is appropriate to the situation
SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills Decision Making
The user/individual on the job needs to know and understand:
SB1. how to take information from the relevant sources and verify its accuracy and
reliability
SB2. the importance of taking sound decisions based upon a valid analysis of the
best available information.
SB3. how to identify and tackle situations individually or inform the seniors about
the same
Plan and Organize
The user/individual on the job needs to know and understand:
SB4. the importance of accurately estimating time and effort required to complete
a task
SB5. how to develop simple to do list and prioritize tasks on the basis of importance
and urgency of tasks at hand
SB6. how to complete the tasks within the allocated time, requirements/standards
and resources
SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives

7
MEP/N0202 Application of computers

SB8. how to develop schedules, timetables with clear & specific milestones within
the given timeframes
SB9. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand:
SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances
SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand:
SB12. the importance of identifying problems at workplace and various means to
resolve the same
SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand:
SB14. how to break down complex problems into single and manageable
components within his/her area of work
SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand:
SB16. the importance of identifying various possible solutions to a problem using
given data and information
SB17. the importance of applying facts to reach to a logical solution to a
situation/problem
SB18. importance of being adaptable to change

8
MEP/N0202 Application of computers

NOS Version Control

NOS Code MEP / N0202

Credits (NSQF) TBD Version number 1.0


Industry Management, Drafted on 5/12/16
Entrepreneurship and
Professional Skills
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020

9
MEP/N0203 Operation and usage of various office equipment

----------------------------------------------------------------------------------------------------------------

Overview
This unit is about using office equipment such as photocopiers, telephone, scanners,
faxes, binders, laminators, printers, A/V equipment and reporting the problems related to
the equipment and leaving the equipment ready for the next user.

10
MEP/N0203 Operation and usage of various office equipment

Unit Code SSC / N0203


Unit Title Operation & usage of office equipment
National Occupational Standard

(Task)
Description This unit covers the skills and competencies that user/individual need to have in
to operate office equipment to perform day-to day office activities.
Scope This unit/task covers the following:
 knowledge and usage of various office equipment - printer, photocopier,
scanner, projector, binder, laminator, telephone, A/V equipment etc.
 operate the machine for specific tasks
 basic troubleshooting activities

Performance Criteria(PC) w.r.t. the Scope


Element Performance Criteria
To be competent, the user/individual on the job must be able to
PC1. locate and select the equipment ( printer, photocopier, scanner ,
binder , laminator , telephone, A/V equipment) and resources needed for
the task
PC2. understand the various parts and functions of the various office
equipment( printer, photocopier, scanner, projector, binder, laminator,
telephone, A/V equipment)
PC3. operate each equipment efficiently and use all its features &
Operation and usage of applications
various office equipment PC4. replenish material/supplies needed to run each equipment
PC5. inform/maintain about material/ supplies required for each equipment
to the appropriate person
PC6. record usage of material/ equipment
PC7. carryout minor maintenance and troubleshooting
PC8. understand the network issues with each equipment
PC9. know/inform and act on the appropriate channel of communication in
case of major breakdown
PC10. make sure the equipment is kept clean at all times, before loading,
while usage
PC11. find alternative means of completion of tasks within stipulated time in
case of such breakdown
PC12. make sure the equipment, resources and work area are ready for the
next user
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context (Knowledge of KA1. the different types of office equipment, their features and what they
the company / can be used for
organization and its KA2. how to choose equipment and resources that are appropriate for the
processes) task
KA3. use of standard operating manuals and procedures for dealing with

11
MEP/N0203 Operation and usage of various office equipment

work related to office equipment


KA4. the reasons for following standard operating procedures when
operating an equipment
KA5. the reporting procedure and follow up procedure if breakdown appears
KA6. importance of speedy disposal of work with maximum accuracy
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. cleaning and covering the equipment after office hours
KB2. scope of minor and major breakdowns
KB3. addressing minor even when external resources are required
KB4. methods of replenishment to run the equipment
KB5. sources of replenishment of supplies
KB6. data collection, analysis and documentation
KB7. how to connect any equipment
KB8. various parts/components of equipment
Skills (S)
A. Core Skills/ Reading Skills
Generic Skills On the job the individual needs to be able to:
SA1. read and interpret instructions, procedures, information and signs at the
workplace
SA2. read, understand and use various keyboard shortcuts
SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from various
sources
Writing Skills
On the job the individual needs to be able to:
SA4. organize, structure and present information
SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to:
SA6. identify the nature, purpose and use of the information to be
communicated verbally
SA7. express statements, opinions or information clearly, so that the receiver
can hear and understand
SA8. listen and respond in a way that is appropriate to the situation
SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills Decision Making
The user/individual on the job needs to know and understand:
SB1. how to take information from the relevant sources and verify its accuracy
and reliability
SB2. the importance of taking sound decisions based upon a valid analysis of
the best available information
SB3. how to identify and tackle situations individually or inform the seniors
about the same

12
MEP/N0203 Operation and usage of various office equipment

Plan and Organize


The user/individual on the job needs to know and understand:
SB4. the importance of accurately estimating time and effort required to
complete a task
SB5. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand
SB6. how to complete the tasks within the allocated time,
requirements/standards and resources
SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives
SB8. how to develop schedules, timetables with clear & specific milestones
within the given timeframes
SB9. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand:
SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances
SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand:
SB12. the importance of identifying problems at workplace and various means
to resolve the same
SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand:
SB14. how to break down complex problems into single and manageable
components within his/her area of work
SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand:
SB16. the importance of identifying various possible solutions to a problem
using given data and information
SB17. the importance of applying facts to reach to a logical solution to a
situation/problem
SB18. importance of being adaptable to change

13
MEP/N0203 Operation and usage of various office equipment

NOS Version Control

NOS Code MEP / N0203

Credits (NSQF) TBD Version number 1.0


Industry Management, Drafted on 5/12/16
Entrepreneurship and
Professional Skills
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020

14
MEP/N0204 Managing routine office activities

----------------------------------------------------------------------------------------------------------------

Overview
This unit is about managing day to day activities of the organization.

15
MEP/N0204 Managing routine office activities

Unit Code MEP / N0204


Unit Title
National Occupational Standard

Managing routine office activities


(Task)
Description This unit is about managing day to day activities of the organization.
Scope This unit/task covers the following:
 receiving and making call (telephone etiquette, record keeping)
 drafting reports/letters (formatting, salutations, closing)
 personal grooming (dressing, behavior)
 convening meeting (agenda, notice, follow up., venue arrangements, minutes,
etc.)
 filling and record management (numbering, filling, indexing)
 email features and usage
 managing movement of paper/files

Performance Criteria(PC) w.r.t. the Scope


Element Performance Criteria
Receiving & making To be competent, the user/individual on the job must be able to
phone calls PC1. attend to phone calls of various stakeholders and channelize them to
appropriate authority
PC2. greet callers/visitors and verify their details, following your organization’s
procedures over phone or face to face
PC3. comply with relevant standards, policies, procedures and guidelines when
dealing remotely with queries
PC4. listen carefully to callers/visitors and ask appropriate questions to
understand the nature of queries
PC5. summarize, and obtain confirmation of, your understanding of queries
PC6. express your concern for any difficulties caused and your commitment to
resolving queries
PC7. refer queries outside your area of competence or authority promptly to
appropriate people
PC8. access your organization’s knowledge base for solutions to queries, where
available
PC9. resolve queries within your area of competence or authority in line with
organizational standards
Personal grooming To be competent, the user/individual on the job must be able to
PC10. dress-up appropriately and neatly as per the corporate culture
PC11. maintain personal hygiene by keeping self-neat and clean in terms on nails,
hair style, teeth etc.
PC12. use the right behavior to strengthen codes which stress the value of poise,
grace and dignity
PC13. ensure visitors are positively engaged while maintaining decorum
Drafting To be competent, the user/individual on the job must be able to
reports/letters and PC14. prepare computer generated reports and letters
emails PC15. use accurate grammar, spelling and punctuation while drafting/formatting
reports/letters/emails
PC16. compose, format, forward/send and print email messages

16
MEP/N0204 Managing routine office activities

File management To be competent, the user/individual on the job must be able to


PC17. file documents and develop or modify filing practices
PC18. check the files for primary classification, series record, indexing or labeling
PC19. manage, record paper files/computer according to business and legal
requirements
PC20. track movement of files/records
Convene meeting To be competent, the user/individual on the job must be able to
PC21. coordinate, organize meetings
PC22. prepare draft notice, agenda and minutes of meeting
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context KA1. your organization’s standards, policies, procedures, guidelines and service
(Knowledge of the level agreements for dealing with queries and your role and responsibilities
company / in relation to these
organization and KA2. organizations profile, Its area of operation, and organizations statue
its processes) KA3. your organization’s management tools and systems for recording,
categorizing and resolving queries
KA4. where to refer queries outside your authority
KA5. who to seek advice and guidance from
KA6. standard tools, templates and scripts available for dealing with customer
queries
KA7. the importance of keeping customers informed about timescales for progress
and resolution of customer queries
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. the hierarchy of communication
KB2. the organizational structure
KB3. different styles and approaches when working with customers
KB4. techniques for conveying concern and commitment
KB5. guidelines for handling over such communication
KB6. issues that may affect customer satisfaction and how to deal with these
KB7. alternative channels of communication
Skills (S)
A. Core Skills/ Reading Skills
Generic Skills On the job the individual needs to be able to:
SA1. read and interpret instructions, procedures, information and signs at the
workplace
SA2. read, understand and use various keyboard shortcuts
SA3. read, understand and interpret various mails/memo/office orders/circulars
/letters and office instructions received from various sources
Writing Skills
On the job the individual needs to be able to:
SA4. organize, structure and present information
SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to:
SA6. identify the nature, purpose and use of the information to be communicated
verbally

17
MEP/N0204 Managing routine office activities

SA7. express statements, opinions or information clearly, so that the receiver can
hear and understand
SA8. listen and respond in a way that is appropriate to the situation
SA9. communicate effectively with managers, supervisors and workers
B. Professional Decision Making
Skills The user/individual on the job needs to know and understand:
SB1. how to take information from the relevant sources and verify its accuracy and
reliability
SB2. the importance of taking sound decisions based upon a valid analysis of the
best available information.
SB3. how to identify and tackle situations individually or inform the seniors about
the same
Plan and Organize
The user/individual on the job needs to know and understand:
SB4. the importance of accurately estimating time and effort required to complete
a task
SB5. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand
SB6. how to complete the tasks within the allocated time, requirements/standards
and resources
SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives
SB8. how to develop schedules, timetables with clear & specific milestones within
the given timeframes
SB9. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand:
SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances
SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand:
SB12. the importance of identifying problems at workplace and various means to
resolve the same
SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand:
SB14. how to break down complex problems into single and manageable
components within his/her area of work
SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand:
SB16. the importance of identifying various possible solutions to a problem using
given data and information
SB17. the importance of applying facts to reach to a logical solution to a

18
MEP/N0204 Managing routine office activities

situation/problem
SB18. importance of being adaptable to change

19
MEP/N0204 Managing routine office activities

NOS Version Control

NOS Code MEP / N0204

Credits (NSQF) TBD Version number 1.0


Management,
Industry Entrepreneurship and Drafted on 5/12/16
Professional Skills
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Office Support 11/01/2020
Occupation Next review date

20
MEP/N0205 Comply with industry and organizational requirement

----------------------------------------------------------------------------------------------------------------

Overview
This unit is about knowing, understanding, and complying with the requirements of the
organizations.

21
MEP/N0205 Comply with industry and organizational requirement

Unit Code MEP / N0205


Unit Title Comply with industry and organizational requirement
National Occupational Standard

(Task)
Description This unit is about knowing, understanding and complying with the
requirements of the organizations.
Scope This unit/tasks covers the following:
 know and understand organizational standards
 know and understand industry standards
 general knowledge and awareness

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria


Organizational To be competent, the user/individual on the job must be able to
standards PC1. describe the organizational standards
PC2. implement organizational standards in the work performance
PC3. motivate others to follow them
Industry standards To be competent, the user/individual on the job must be able to
PC4. describe the industry standards
PC5. align industry standards with the organizational standards
General knowledge & To be competent, the user/individual on the job must be able to
awareness PC6. explain political, social, economic, & geographical work
environment
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context KA1. office procedures and regulations
(Knowledge of the KA2. reporting to the supervisors or higher authority
KA3. knowledge of organizational standards
company /
KA4. administrative and clerical procedures
organization and its
processes)

B. Technical The user/individual on the job needs to know and understand:


Knowledge KB1. required typing speed
KB2. importance of complying with the procedures and time lines
Skills (S)
C. Core Skills/ Generic Reading Skills
Skills On the job the individual needs to be able to:
SA1. read and interpret instructions, procedures, information and
signs at the workplace
SA2. read, understand and use various keyboard shortcuts
SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from
various sources

22
MEP/N0205 Comply with industry and organizational requirement

Writing Skills
On the job the individual needs to be able to:
SA4. organize, structure and present information
SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)

On the job the individual needs to be able to:


SA6. identify the nature, purpose and use of the information to be
communicated verbally
SA7. express statements, opinions or information clearly, so that the
receiver can hear and understand
SA8. listen and respond in a way that is appropriate to the situation
SA9. communicate effectively with managers, supervisors and workers
D. Professional Skills Decision Making
The user/individual on the job needs to know and understand:
SB1. how to take information from the relevant sources and verify its
accuracy and reliability
SB2. the importance of taking sound decisions based upon a valid
analysis of the best available information.
SB3. how to identify and tackle situations individually or inform the
seniors about the same
Plan and Organize
The user/individual on the job needs to know and understand:
SB4. the importance of accurately estimating time and effort required
to complete a task
SB5. how to develop simple to do list and prioritize tasks on the basis
of importance and urgency of tasks at hand
SB6. how to complete the tasks within the allocated time,
requirements/standards and resources
SB7. how to eliminate distractions and activities that do not support
the achievement of the objectives
SB8. how to develop schedules, timetables with clear & specific
milestones within the given timeframes
SB9. the importance of identifying professional and personal priorities
and maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand:
SB10. importance of being positive, patient, courteous and customer
friendly under all circumstances
SB11. the positive and negative body language while dealing with
customers
Problem Solving
The user/individual on the job needs to know and understand:
SB12. the importance of identifying problems at workplace and
various means to resolve the same
SB13. the breakdowns and malfunction of office equipment and to
report the issues to the concerned personnel

23
MEP/N0205 Comply with industry and organizational requirement

Analytical Thinking
The user/individual on the job needs to know and understand:
SB14. how to break down complex problems into single and
manageable components within his/her area of work
SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand:
SB16. the importance of identifying various possible solutions to a
problem using given data and information
SB17. the importance of applying facts to reach to a logical solution to
a situation/problem
SB18. importance of being adaptable to change

24
MEP/N0205 Comply with industry and organizational requirement

NOS Version Control


NOS Code MEP / N0205

Credits (NSQF) TBD Version number 1.0


Management,
Industry Entrepreneurship and Drafted on 5/12/16
Professional Skills
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Office Support 11/01/2020
Occupation Next review date

25
MEP/N0206 Demonstrate soft skills required for the job

----------------------------------------------------------------------------------------------------------------

Overview
This unit covers how you should demonstrate your professional skills.

26
MEP/N0206 Demonstrate soft skills required for the job

Unit Code MEP / N0206


Unit Title Demonstrate soft skills required for the job
National Occupational Standard

(Task)
Description This is unit is about demonstrating good verbal and written communication skills
at workplace.
Scope This unit/task covers the following:
 receiving and channelizing communication
 self-development
 decision making
 attention to detail
 analyzing figures & numbers
 interpersonal skills

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria


Receiving and To be competent, the user/individual on the job must be able to
channelizing PC1. ensure instructions and workflows are channelized in the desired
communication manner to the appropriate person
PC2. liaise and communicate effectively with all concerned parties, giving
regular updates to those required on your work progress
PC3. respond appropriately to letters and queries
PC4. correspond through writing in vernacular language/ basic English,
precisely, with content and structure desired
PC5. obtain advice and guidance from appropriate people to develop
knowledge, skills and competence
PC6. co-ordinate with all the team members and colleagues
PC7. communicate politely
PC8. keep appropriate records to monitor your work
PC9. organize and store important notice or letters
PC10. set a realistic work plan by allocating estimated time frames to each
activity to aid planning and costing
PC11. prioritize and establish work according to its importance
PC12. differentiate between relevant/ important and supporting elements of
information
Self-development PC13. perform own duties effectively
PC14. take responsibility for own actions
PC15. be accountable towards the job role and assigned duties
PC16. take initiative and innovate the existing methods
PC17. focus on self - learning and improvement
Attention to detail PC18. identify the objectives of task at hand and various means to achieve the
same
PC19. complete the task at hand without errors
PC20. proofread and correct documents and reports

27
MEP/N0206 Demonstrate soft skills required for the job

Analyzing figures and PC21. read, analyse, understand and interpret the data into meaningful
numbers information
PC22. convert the given information into charts, graphs and statistics using
appropriate softwares
PC23. apply functions and formulas using calculator and appropriate
softwares
PC24. use the existing data points to generate required reports for business
Interpersonal skills PC25. agree with team members to be contacted for specific purposes
PC26. ensure that the team members receive the required information on
time
PC27. encourage others to share information and knowledge within the
constraints of confidentiality
PC28. respect views and opinions of other team members
PC29. manage conflicting situations at workplace
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context (Knowledge of KA1. ensure work is aligned with the organizational standards
the company / KA2. how to report to supervisor or higher authority about any grievances
organization and its faced
processes) KA3. the nature of business calls / letters / notices and respond
appropriately
KA4. company’s documentation policy
KA5. how to follow guidelines, procedures and pre described formats for
writing letters/ replies/ notes
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. the hierarchy of communication
KB2. the organizational structure
KB3. specific formats for communication
KB4. how to pick up the basic grammar of the language
KB5. how to use the correct terms as appropriate for the situation
Skills (S)
A. Core Skills/ Reading Skills
Generic Skills On the job the individual needs to be able to:
SA1. read and interpret instructions, procedures, information and signs at the
workplace
SA2. read, understand and use various keyboard shortcuts
SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from various
sources
Writing Skills
On the job the individual needs to be able to:
SA4. organize, structure and present information
SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)

On the job the individual needs to be able to:


SA6. identify the nature, purpose and use of the information to be

28
MEP/N0206 Demonstrate soft skills required for the job

communicated verbally
SA7. express statements, opinions or information clearly, so that the receiver
can hear and understand
SA8. listen and respond in a way that is appropriate to the situation
SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills Decision Making
The user/individual on the job needs to know and understand:
SB1. how to take information from the relevant sources and verify its accuracy
and reliability
SB2. the importance of taking sound decisions based upon a valid analysis of
the best available information.
SB3. how to identify and tackle situations individually or inform the seniors
about the same
Plan and Organize
The user/individual on the job needs to know and understand:
SB4. the importance of accurately estimating time and effort required to
complete a task
SB5. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand
SB6. how to complete the tasks within the allocated time,
requirements/standards and resources
SB7. how to eliminate distractions and activities that do not support the
achievement of the objectives
SB8. how to develop schedules, timetables with clear & specific milestones
within the given timeframes
SB9. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand:
SB10. importance of being positive, patient, courteous and customer friendly
under all circumstances
SB11. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand:
SB12. the importance of identifying problems at workplace and various means
to resolve the same
SB13. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand:
SB14. how to break down complex problems into single and manageable
components within his/her area of work
SB15. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand:
SB16. the importance of identifying various possible solutions to a problem
using given data and information

29
MEP/N0206 Demonstrate soft skills required for the job

SB17. the importance of applying facts to reach to a logical solution to a


situation/problem
SB18. importance of being adaptable to change

30
MEP/N0206 Demonstrate soft skills required for the job

NOS Version Control

NOS Code MEP / N0206

Credits (NSQF) TBD Version number 1.0


Industry Management, Drafted on 5/12/16
Entrepreneurship and
Professional Skills
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020

31
MEP / N0207 Maintain a healthy, safe and secure working environment
----------------------------------------------------------------------------------------------------------------

Overview
This unit is about monitoring your working environment and making sure it meets
requirements for health, safety and security.

32
MEP / N0207 Maintain a healthy, safe and secure working environment
Unit Code MEP/N0207
Unit Title Maintain a healthy, safe and secure working environment
National Occupational Standard

(Task)
Description This unit is about monitoring your working environment and making sure it meets
requirements for health, safety and security.
Scope This unit/task covers the following emergency procedures:
 illness
 accidents
 fires other reasons to evacuate the premises
 breaches of security

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria


Maintain health, safety To be competent, the user/individual on the job must be able to:
and security measures PC1. comply with your organization’s current health, safety and security
during all activities policies and procedures
PC2. report any identified breaches in health, safety, and security policies and
procedures to the designated person
PC3. identify and correct any hazards that you can deal with safely,
competently and within the limits of your authority
PC4. report any hazards that you are not competent to deal with to the
relevant person in line with organizational procedures
PC5. follow your organization’s emergency procedures promptly, calmly, and
efficiently
PC6. identify and recommend opportunities for improving health, safety, and
security to the designated person
PC7. complete any health and safety records legibly and accurately
Knowledge and Understanding (K)
A. Organizational The user/individual on the job needs to know and understand:
Context (Knowledge of KA1. legislative requirements and organization’s procedures for health,
the company / KA2. safety and security and your role and responsibilities in relation to this
organization and its what is meant by a hazard, including the different types of health and
processes) safety hazards that can be found in the workplace
KA3. how and when to report hazards
KA4. limits of your responsibility for dealing with hazards
KA5. your organization’s emergency procedures for different emergency
situations and the importance of following these
KA6. the importance of maintaining high standards of health, safety and
security
KA7. implications of any non-compliance related to health, safety and security
impacting individuals and the organization

33
MEP / N0207 Maintain a healthy, safe and secure working environment
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. different types of breaches in health, safety and security and how and
when to report these
KB2. evacuation procedures for workers and visitors
KB3. how to summon medical assistance and the emergency services, where
necessary
KB4. how to use the health, safety and accident reporting procedures and the
importance of these
KB5. government agencies in the areas of safety, health and security and their
norms and services
Skills (S)
A. Core Skills/ Reading Skills
Generic Skills On the job the individual needs to be able to:
SA1. read and interpret instructions, procedures, information and signs at the
workplace
SA2. read, understand and use various keyboard shortcuts
SA3. read, understand and interpret various mails/memo/office
orders/circulars /letters and office instructions received from various
sources
Writing Skills
On the job the individual needs to be able to:
SA4. organize, structure and present information
SA5. write grammatically correct emails, reports & letters
Oral Communication (Listening and Speaking skills)
On the job the individual needs to be able to:
SA6. identify the nature, purpose and use of the information to be
communicated verbally
SA7. express statements, opinions or information clearly, so that the receiver
can hear and understand
SA8. listen and respond in a way that is appropriate to the situation
SA9. communicate effectively with managers, supervisors and workers
B. Professional Skills Decision Making
The user/individual on the job needs to know and understand:
SB1. how to take information from the relevant sources and verify its accuracy
and reliability
SB2. the importance of taking sound decisions based upon a valid analysis of
the best available information.
SB3. how to identify and tackle situations individually or inform the seniors
about the same
Plan and Organize
The user/individual on the job needs to know and understand:
SB4. plan and organize the work to meet health, safety and security
requirements
SB5. the importance of accurately estimating time and effort required to
complete a task
SB6. how to develop simple to do list and prioritize tasks on the basis of
importance and urgency of tasks at hand
SB7. how to complete the tasks within the allocated time,

34
MEP / N0207 Maintain a healthy, safe and secure working environment
requirements/standards and resources
SB8. how to eliminate distractions and activities that do not support the
achievement of the objectives
SB9. how to develop schedules, timetables with clear & specific milestones
within the given timeframes
SB10. the importance of identifying professional and personal priorities and
maintaining work life balance
Customer Centricity
The user/individual on the job needs to know and understand:
SB11. importance of being positive, patient, courteous and customer friendly
under all circumstances
SB12. the positive and negative body language while dealing with customers
Problem Solving
The user/individual on the job needs to know and understand:
SB13. the importance of identifying problems at workplace and various means
to resolve the same
SB14. the breakdowns and malfunction of office equipment and to report the
issues to the concerned personnel
Analytical Thinking
The user/individual on the job needs to know and understand:
SB15. how to break down complex problems into single and manageable
components within his/her area of work
SB16. the streamlined approach to finding solutions
Critical Thinking
The user/individual on the job needs to know and understand:
SB17. the importance of identifying various possible solutions to a problem
using given data and information
SB18. the importance of applying facts to reach to a logical solution to a
situation/problem
SB19. importance of being adaptable to change

35
MEP / N0207 Maintain a healthy, safe and secure working environment

NOS Version Control

NOS Code MEP / N0207

Credits (NSQF) TBD Version number 1.0


Industry Management, Drafted on 5/12/16
Entrepreneurship and
Professional Skills
Industry Sub-sector Office Management Last reviewed on 11/01/2017
Occupation Office Support Next review date 11/01/2020

36
Qualification Pack for Office Assistant

Annexure

Nomenclature for QP and NOS

Qualifications Pack
9 characters
[ABC]/ Q 0101

[Insert 3 letter code for SSC] QP number (2 numbers)

Q denoting Qualifications Pack Occupation (2 numbers)

Occupational Standard

An example of NOS with ‘N’ 9 characters


[ABC] / N 0101

[Insert 3 letter code for SSC] OS number (2 numbers)

N denoting National Occupational Standard Occupation (2 numbers)

37
Qualification Pack for Office Assistant

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers


Training & Assessment 0101-0140
Office Management & Professional Skills 0201-0240
Entrepreneurship 0301-0340
Non-Teaching Segment - Education Sector 0401-0440

Sequence Description Example

Three letters Industry name MEP


Slash / /

Next letter Whether QP or NOS Q/N

Next two numbers Occupation code 01

Next two numbers OS number 01

Back to top…

38
Qualification Pack for Office Assistant

CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role : Office Assistant


Qualification Pack : MEP/Q0202
Sector Skill Council : Management & Entrepreneurship and Professional Skills Council (MEPSC)

Guidelines for Assessment


1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill
Council. Each Performance Criteria (PC) will be assigned marks proportional to its
importance in NOS. SSC will also lay down proportion of marks for Theory and Skills
Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions
created by the SSC.
3. Individual assessment agencies will create unique question papers for theory part for
each candidate at each examination/training center (as per assessment criteria below)
4. Individual assessment agencies will create unique evaluations for skill practical for
every student at each examination/training center based on this criteria.
5. To pass the Qualification Pack, every trainee should score a minimum of 50% in every
NOS.
6. In case of successfully passing only certain number of NOS's, the trainee is eligible to
take subsequent assessment on the balance NOS's to pass the Qualification Pack.

Assessment Assessment Criteria for outcomes Marks Allocation


outcomes Total Out Theory Skills
marks of Practical
1. MEP/N0202 PC1. identify & describe various parts of 7 2 5
(Application of computers like CPU, keyboard, monitor, etc.
computers) PC2. identify different types of storage devices 10 3 7
e.g. portable hard disks, flash drives, pen drives
and CDs/DVDs (latest removable devices)
PC3. connect, turn on and off the computer 7 2 5
properly and run computer applications
PC4. use different input/ output devices 7 1 6
PC5. connect and dismantle projector, cords, 7 1 6
cables and input/output devices
PC6. view files, work with files and customize 7 2 5
window
PC7. use application of essential accessories 10 5 5
such as notepad, WordPad, paintbrush, images,
calculator, calendar, media players and sounds
PC8. use multimedia settings and applications of 5 2 3

39
Qualification Pack for Office Assistant

control panel
PC9. use word processing software to create 10 2 8
and edit official documents and reports (MS
Word or equivalent)
PC10. use software to create and edit 10 2 8
presentations (MS PowerPoint or equivalent)
PC11. use software applications to create, apply 10 2 8
& modify formulas, generate reports, maintain
database & compile data(MS Excel or
equivalent)
PC12. operate graphic packages e.g. MS Paint, 5 3 2
PC Paintbrush etc.
PC13. use social media( Google + Twitter, 5 3 2
LinkedIn, Facebook)
Total 100 30 70
2. MEP/N0203 PC1. locate and select the equipment ( printer, 7 2 5
(Operate basic office photocopier, scanner , binder , laminator ,
equipment) telephone, A/V equipment) and resources
needed for the task
PC2. understand the various parts and functions 10 3 7
of the various office equipment( printer,
photocopier, scanner, projector, binder,
laminator, telephone, A/V equipment)
PC3. operate each equipment efficiently and 7 2 5
use all its features & applications
PC4. replenish material/supplies needed to run 7 1 6
each equipment
PC5. inform/maintain about material/ supplies 7 1 6
required for each equipment to the
appropriate person
PC6. record usage of material/ equipment 7 2 5
PC7. carryout minor maintenance and 10 5 5
troubleshooting
PC8. understand the network issues with each 10 5 5
equipment
PC9. know/inform and act on the appropriate 10 2 8
channel of communication in case of major
breakdown
PC10. make sure the equipment is kept clean at 10 2 8
all times, before loading, while usage
PC11. find alternative means of completion of 10 2 8
tasks within stipulated time in case of such
breakdown make sure the equipment,
resources and work area are ready for the next
user
PC12. make sure the equipment, resources and 5 3 2
work area are ready for the next user
Total 100 30 70

40
Qualification Pack for Office Assistant

3.MEP/N0204 PC1. attend to phone calls of various 4 1 3


Managing routine stakeholders and channelize them to
office activities appropriate authority
PC2. greet callers/visitors and verify their 4 1 3
details, following your organization’s
procedures over phone or face to face
PC3. comply with relevant standards, policies, 4 1 3
procedures and guidelines when dealing
remotely with queries
PC4. listen carefully to callers/visitors and ask 4 1 3
appropriate questions to understand the nature
of queries
PC5. summarize, and obtain confirmation of, 5 2 3
your understanding of queries
PC6. express your concern for any difficulties 5 2 3
caused and your commitment to resolving
queries
PC7. refer queries outside your area of 5 2 3
competence or authority promptly to
appropriate people
PC8. access your organization’s knowledge base 5 2 3
for solutions to queries, where available
PC9. resolve queries within your area of 5 2 3
competence or authority in line with
organizational standards
PC10. dress-up appropriately and neatly as per 5 2 3
the corporate culture
PC11. maintain personal hygiene by keeping 5 2 3
self-neat and clean in terms on nails, hair style,
teeth etc.
PC12. use the right behavior to strengthen 5 2 3
codes which stress the value of poise, grace and
dignity
PC13. ensure visitors are positively engaged 5 2 3
while maintaining decorum
PC14. prepare computer generated reports and 5 2 3
letters
PC15. use accurate grammar, spelling and 5 2 3
punctuation while drafting/formatting
reports/letters/emails
PC16. compose, format, forward/send and print 5 2 3
email messages
PC17. file documents and develop or modify 5 2 3
filing practices
PC18. check the files for primary classification, 5 2 3
series record, indexing or labeling
PC19. manage, record paper files/computer 4 2 2
according to business and legal requirements

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Qualification Pack for Office Assistant

PC20. track movement of files/records 3 2 1


PC21. coordinate, organize meetings 4 2 2
PC22. prepare draft notice, agenda and minutes 3 2 1
of meeting
Total 100 40 60
4. MEP/N0205 PC1. describe the organizational standards 25 20 5
(Comply with PC2. implement organizational standards in the 15 10 5
Industry and work performance
organizational PC3. motivate others to follow them 12 10 2
requirements)
PC4. describe the industry standards 23 20 3
PC5. align industry standards with the 13 10 3
organizational standards
PC6. explain political, social, economic, & 12 10 2
geographical work environment
Total 100 80 20
5 .MEP/N0206 PC1. ensure instructions and workflows are
(Demonstrate soft channelized in the desired manner to the 4 2 2
skills required for the appropriate person
job) PC2. liaise and communicate effectively with all
concerned parties, giving regular updates to 4 3 1
those required on your work progress
PC3. respond appropriately to letters and
3 2 1
queries
PC4. correspond through writing in vernacular
language/ basic English, precisely, with content 5 2 3
and structure desired
PC5. obtain advice and guidance from
appropriate people to develop knowledge, skills 3 2 1
and competence
PC6. co-ordinate with all the team members
and colleagues 4 2 2

PC7. communicate politely 3 2 1


PC8. keep appropriate records to monitor your
4 2 2
work
PC9. organize and store important notice or
4 2 2
letters
PC10. set a realistic work plan by allocating
estimated time frames to each activity to aid 4 2 2
planning and costing
PC11. prioritize and establish work according to
its importance 4 3 1

PC12. differentiate between relevant/


important and supporting elements of 4 2 2
information
PC13. perform own duties effectively 4 2 2
PC14. take responsibility for own actions 4 2 2

42
Qualification Pack for Office Assistant

PC15. be accountable towards the job role and


assigned duties 3 2 1

PC16. take initiative and innovate the existing


3 2 1
methods
PC17. focus on self - learning and improvement 3 2 1
PC18. identify the objectives of task at hand and
various means to achieve the same 3 2 1

PC19. complete the task at hand without errors 3 2 1


PC20. proofread and correct documents and
3 1 2
reports
PC21. read, analyze, understand and interpret
the data into meaningful information 4 2 2

PC22. convert the given information into charts,


graphs and statistics using appropriate 3 1 2
softwares
PC23. apply functions and formulas using
calculator and appropriate softwares 3 1 2

PC24. use the existing data points to generate


required reports for business 2 1 1

PC25. agree with team members to be


contacted for specific purposes 3 1 2

PC26. ensure that the team members receive


the required information on time 4 2 2

PC27. encourage others to share information


and knowledge within the constraints of 3 2 1
confidentiality
PC28. respect views and opinions of other team
members 3 2 1

PC29. manage conflicting situations at


3 2 1
workplace
Total 100 55 45
6. MEP/N0207 PC1. comply with your organization’s current 10 9 1
Maintain a healthy, health, safety and security policies and
safe and secure procedures
working PC2. report any identified breaches in health, 10 9 1
environment safety, and security policies and procedures to
the designated person
PC3. identify and correct any hazards that you 20 18 2
can deal with safely, competently and within
the limits of your authority
PC4. report any hazards that you are not 20 15 5
competent to deal with to the relevant person
in line with organizational procedures
PC5. follow your organization’s emergency 10 5 5
procedures promptly, calmly, and efficiently
PC6. identify and recommend opportunities for 15 12 3
improving health, safety, and security to the

43
Qualification Pack for Office Assistant

designated person

PC7. complete any health and safety records 15 12 3


legibly and accurately
Total 100 80 20

44