Identify and explain two methods of training employees to use the new computer system.

Mark scheme

Marking points from the official mark scheme (May/June 2016). The mark or mark type is shown in brackets.

1. [2] award one mark for each relevant method
2. [2] award one mark for a relevant explanation for each method
3. [4] award two application marks for each method
4. Award one mark for each relevant method (maximum of two):
5. • On-the-job
6. • Off-the-job
7. • Examples could be used e.g. training course.
8. Award a maximum of three additional marks for each explanation or development – two of which must be applied to this context - of the methods.
9. Indicative response: Off-the-job training [k] because Rosa and Eduardo will want the receptionists to be trained to a high standard in how to use the new computer system in the dental clinic [ap]. This will mean they are trained by experts in using the new system and so they should be better trained and be more efficient [an]. However, they will be away from the clinic and it may mean that they cannot book-in patients to see the dentist and this might cause annoyance with the patients leading them to go elsewhere to get their teeth treated [ap].
10. Possible application marks: qualified dentists; $50000 each partner; largest dentist clinics in the country; reception; receptionists; 1 general manager for the clinic; bank loan to pay for new computer system; reputation for high quality treatments; private patients; move to larger premises; job vacancies for dentists and assistants; information from Appendix 1 and 2.
11. There may be other examples in context which have not been included here.
12. Knowledge/Analysis/Evaluation – award up to ten marks using the levels-based mark scheme below.
13. Level 3: At least 2 × Level 2 + 9-10 marks for well justified recommendation as to which receptionist to make redundant rather than the other receptionists. 7-8 marks for some limited judgement shown in recommendation as to which receptionist to make redundant.
14. Level 2: 4-6 marks. Detailed discussion of advantages and/or disadvantages of each receptionist.
15. Level 1: 1-3 marks. Outline the advantage and/or disadvantage of each receptionist.
16. Level 1: One mark for each L1 statement (max of three marks) e.g. Receptionist 1 has worked for DDC for a long time and will be used to their working practices.
17. Level 2: Four marks for the first L2 answer and then one extra mark for each additional L2 answer up to maximum of six marks. E.g. Receptionist 1 has worked for DDC for a long time and will be used to their working practices which will mean that they will know how the dental clinic works and the dentist will be able to delegate tasks to them more easily. (Four marks for L2 answer + one application mark for answering using reference to patients and dental clinics.)
18. Level 3: For L3 to be awarded there needs to be at least two L2 marks awarded and then a recommendation which justifies which receptionist to make redundant.
19. Award up to two additional marks for relevant application.
20. Relevant points might include:
21. Receptionist 1 (age 50): Experienced in the ways of DDC – knows what to do; Relevant qualifications; Been there from the start; Works well with clients
22. Receptionist 2 (age 30): Not worked at DDC for long; Not qualified; Experienced as a dental receptionist
23. Receptionist 3 (age 25): Some experience of working practices at DDC; Knows about computers; Not qualified; Limited experience
24. Possible application marks: information from Appendix 2.... age 50, age 30, age 25, 10 years at DCC, 1 year at DCC, 4 years at DCC, receptionist qualifications, no qualifications, lots of experience as a receptionist for other dentists, only experience as a receptionist for DDC, charity work, plays football, repairs computers at home.