Carry out primary research for clients

Transcription

1 Overview This unit is about carrying out primary research for internal and external clients under supervision. 1

2 Applicable NOS Unit SSC/ N 2601 Unit Code SSC/ N 2601 Unit Title (Task) Description Scope This unit is about carrying out primary research for internal and external clients under supervision. This unit/task covers the following: Clients: internal external Research may cover: any industry sector any geographical area Appropriate people: line manager subject matter experts client Media: telephone Internet messaging chat Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. establish clearly the objectives, scope and sample criteria for research PC2. review the list of respondents with appropriate people to ensure they meet the sample criteria PC3. identify any queries relating to any instructions, scripts and questions to obtain clarification for these queries from appropriate people PC4. contact respondents through relevant media PC5. communicate clearly with respondents using defined scripts PC6. refer any issues not covered by the instructions or scripts to appropriate people PC7. consolidate responses into standard templates and tools for review by appropriate people PC8. update your organization s knowledge base with the research findings, where required 2

3 PC9. comply with your organization s policies, procedures, guidelines and client specific service level agreements when carrying out primary research Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills You need to know and understand: KA1. your organization s policies, procedures, guidelines and client specific service level agreements for primary research KA2. the range of standard tools and templates available and how to use them KA3. who to involve when carrying out primary research and how to contact them KA4. the importance of checking instructions/scripts/questions and what to do when you have problems understanding any of these KA5. the importance of security of data and its impact KA6. limits of your role and responsibilities in relation to primary research KA7. who to refer issues and problems to KA8. your organization s knowledge base and how to access and update this You need to know and understand: KB1. the objectives and scope of the primary research being undertaken and the importance of keeping within these boundaries KB2. the importance of sample criteria, how to use them and how this affects the list of respondents KB3. methods of obtaining primary data/information KB4. different types of relevant media and how to use them KB5. the importance of recording data/information accurately for primary research KB6. the importance of validating data/information before use and how to do this KB7. how to present primary research in a structured way KB8. current practice in carrying out primary research Writing Skills SA1. communicate with colleagues in writing SA2. complete accurate well written work with attention to detail Reading Skills SA3. follow instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) 3

4 SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from appropriate people B. Professional Skills Decision Making SB1. follow rule-based decision-making processes SB2. make decisions on suitable courses of action Plan and Organize SB3. plan and organize your work to achieve targets and deadlines Customer Centricity SB4. work effectively in a customer facing environment SB5. check your own work meets customer requirements Problem Solving SB6. seek clarification on problems from others Analytical Thinking SB7. configure data and disseminate relevant information to others SB8. pass on relevant information to colleagues Critical Thinking SB9. provide opinions on work in a detailed and constructive way Attention to Detail SB10. check your work is complete and free from errors Team Working SB11. work independently and collaboratively SB12. contribute to the quality of team working SB13. work effectively in a team environment C. Technical Skills SC1. use information technology effectively to input and/or extract data accurately SC2. agree objectives and work requirements SC3. store and retrieve information SC4. keep up to date with changes, procedures and practices in your role 4

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6 NOS Version Control 6

7 NOS Code SSC/ N 2601 Credits(NVEQF/NVQF/NSQF) [OPTIONAL] Version number 0.1 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Business Process 30/03/2018 Last reviewed on Management Next review date 30/03/2019 7

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