Learning Outcomes and Content for Level 3
These draft statements represent the learning outcomes expected of learners on a Level
3 Diploma in Business, Administration and Finance. There is an expectation that the
knowledge required to achieve these learning outcomes will be delivered as part of the
Theme 1: The Business Operation
Topic 1.1: Business Structure
a. Compare and contrast different forms of ownership, funding and liability in
private, public and social sectors and demonstrate an understanding of their
b. Critically examine aims and objectives and business life cycle of business in the
private, public and social sectors
c. Evaluate the contribution that each business function (e.g. HR, Finance,
Operations, Marketing & Sales, R&D, Production) makes to the business and
how they inter-relate
d. Research and assess the implications of legislation, regulation and codes of
practice with which businesses and employees have to comply (e.g. health &
safety, legislation surrounding the use of information and data)
a. Set up a mini enterprise business and compare their business to an existing local
Topic 1.2: Communication
(N.B. delivery needs to cover opportunities for reflective learning and for development
of skills relating to influencing, negotiating and advocacy)
a. Evaluate the benefits to individuals and businesses of effective internal and
b. Analyse the impact of ineffective internal and external communication on
individuals and businesses
c. Assess and present a persuasive argument for appropriate uses of different styles
(e.g. formal, informal) and methods (e.g. verbal, non-verbal, written) of
communication within businesses
d. Use appropriate business language, structure and approaches to construct written
documentation (e.g. reports, business proposals, business letter dealing with a
complex issue such as a complaint and e-mails)
e. Demonstrate confident use of verbal and non-verbal communication skills in the
working environment (i.e. face to face, on the telephone, in a group discussion,
using remote communication such as video or telephone conferencing, making
presentations and in situations that require negotiation, influencing and
f. Demonstrate sensitivity to diverse audiences in all communication (e.g. cultural,
religious, those with special needs)
Topic 1.3: Administration
a. Research, analyse and report on the value of effective administration processes
to a business
b. Set achievable goals to meet personal, team, departmental and organisational
c. Use electronic systems to plan and prioritise activities
d. Apply administrative processes to support business functions (e.g. information
management, diary management, procuring products and services, dealing with
visitors, handling mail, operating office equipment)
e. Prepare for and support meetings and assist with follow up activities
f. Use appropriate project management processes (i.e. define, plan, implement,
evaluate) to run an event
Topic 1.4: Finance – Personal and Business
To include banking, insurance, building societies, supermarket finance, online banking
and credit unions.
a. Explore the concept of money and explain its origin, features, forms and
b. Explore attitudes, behaviours and personal ethics towards money and where they
come from. E.g. do you purchase on credit or do you save prior to purchase,
gambling on fruit machines and lottery cards etc., choosing products or services
based on personal ethical beliefs and the practices of financial institutions.
c. Understand and explain the need for consumers’ personal responsibility for their
financial decisions and the protection available to them.
d. Understand and describe the concept of the personal life cycle and the impact of
personal financial milestones on the individual. E.g. self-education, first house,
starting a family, retirement etc.
e. Appreciate how external factors can impact on the individual directly and
indirectly e.g. interest rates and fluctuations in currency exchange rates.
f. Investigate and understand the different activities and roles that exist within
business finance and accounting e.g. audit, double entry, end of year accounts
g. Understand simple VAT and income tax calculations
h. Develop a basic understanding of how the stock market works
i. Understand the difference between shareholders and stakeholders and their
contribution to the business.
1. Research the benefits that can be derived from different financial products and
services and evaluate their contribution towards meeting goals. E.g. current and
savings accounts, insurance, mortgages, foreign currency exchange, loans, credit
2. Undertake an assessment on the risk, reward and obligations associated with
selecting a particular financial product or service to solve a personal financial
circumstance, particularly making the distinction between needs and wants e.g.
using a credit card to make payment for a holiday.
3. Record debits and credits and make double-entry calculations.
4. Produce simple financial statements, including income, balance sheet and cash
5. Interpret financial reports of limited companies.
Theme 2: Technology in Business
Topic 2.1: Using IT and applying it
This topic is very much about maintaining a level of IT application skills which should
have been acquired through previous learning. Learners are expected to continue to
apply these skills across a range of appropriate contexts using current applications
such as Microsoft Office Suite and the internet.
a. Analyse and evaluate an IT protection system (software) and procedure (user)
for an existing network and recommend areas for improvements.
b. Research and evaluate the impact of legislation, regulation and codes of practice
on the use of IT software applications
c. Choose and use appropriate software applications in the context of topics within
the principal learning. Examples will be using Excel in accounting, PowerPoint
to make presentations, Word for producing reports, correspondence etc.
It is anticipated that much of this will be covered in the Administration topic.
d. Research specialist software and evaluate how at least two software applications
support the different functions of an organisation.
e. Use applications to plan, build and maintain simple websites, (intranet and
Topic 2.2: The impact of ICT on Business
a. Evaluate the benefits of an online presence to an organisation e.g. consider
products and services, customer interaction, communication etc.
b. Analyse a technology enabled product, service and process and evaluate the
impact of this on an organisation e.g. revenue growth, market share, customer
satisfaction, positive employee culture etc.
c. Critically examine the use of IT to manage and govern a business e.g. video
conferencing for board members, intranet and internet, internal and external e-
briefings, virtual working etc.
Theme 3: Business & People
Topic 3.1: Customer Relations
a. Analyse the needs of internal and external customers
b. Critically examine how internal customer service can impact on external
c. Critically examine the psychology of customer behaviour
d. Understand customer expectations and the consequences to the business when
these are not met (include customer service charters)
e. Understand the importance of developing appropriate product/service
knowledge and how to use this effectively to provide customer satisfaction
f. Research laws and regulations related to customer service
g. Assess the impact of criminal activity in a business environment and identify the
actions that businesses take to minimise these (e.g. theft, shoplifting, money
h. Demonstrate effective customer handling skills within the working environment
(e.g. using persuasive techniques, establishing a negotiating position, taking
account of the influence of circumstances, beliefs and feelings when dealing
with customers, handling complaints, dealing with difficult customers)
Topic 3.2: Social Responsibility – Employers and Employees
a. Research laws, regulations policy and practice related to the concepts of
corporate social and environmental responsibility
b. Critically examine how businesses invest in the community and the costs
(financial and non-financial) and benefits associated with this investment
c. Present a business case for sustainable development
d. Evaluate the impact, both nationally and globally, of ethical practices on a
business (e.g. on customers, strategy, market, reputation, finance)
e. Assess how businesses use external kite marks and accreditations (e.g. CSR
profile, excellence awards, Investors in People) to gain competitive advantage
Topic 3.3: Success at Work
This topic will offer young people the opportunity to develop all personal, learning and
thinking skills (PLTS). It is anticipated this is delivered at any time prior to the work
Should develop these learning outcomes further to incorporate all of the PLTS in this
unit as this is a preparation for work?
a. Produce and present an action plan for your recruitment into the workplace (e.g.
possible job roles, local industry, routes into employment, CV preparation) using
all available methods including employment agencies and websites.
b. Carry out a personal skills assessment to determine strengths and areas for
development. Identify the skills, knowledge, attitudes and behaviours required
for the workplace and compare your assessment to provide a skills gap analysis.
(E.g. initiative, self-presentation, answering the telephone, negotiation, self-
motivation, flexible to change.)
c. Set goals with success criteria for both, personal development and work and
present a plan on how to achieve these. Include a personal risk and reward
d. Evaluate work experiences from work placement and learning related to personal
goals. Present findings to a constructive audience. Include feedback from your
1. Through a peer working group, produce a personal development plan. Include
personal goals to develop skills, attitudes, behaviours and progression into
further/higher education, training and/or employment.
2. After carrying out (a) and (b) above, prepare for and take part in at least one
mock interview in preparation for work or further study.
Topic 3.4: Teams, Leaders and Managers
There are many opportunities to develop PLTS e.g. team working and effective
participators. This should be considered in the delivery.
a. Compare and contrast the principles of leadership and management.
b. Critically examine team dynamics and motivation and how this affects team
c. Assess an existing team dynamic of which you are a member and its ability to
achieve common goals. (E.g. youth work, voluntary work, sports teams.)
d. Present an argument for the use of an effective management technique in a
particular working environment. (E.g. a remote team, a customer facing team, a
e. Assess the advantages and disadvantages of being managed by at least two
contrasting management styles and techniques and the implications of these on
f. Demonstrate techniques of managing conflict and dealing with difficult situations
that arise when working in or managing a team
Theme 4: Business Planning
Topic 4.1: Managing Change
This topic should be delivered using case studies and real examples
a. Critically examine the internal and external factors that can lead to change in
business (e.g. globalisation, compliance and regulation, merger and acquisition,
organisational re-structure, eco-environmental,
b. Evaluate the positive and negative impact of change on a business (e.g. for the
business, for a department, for a team, for individuals)
c. Use current change models and theories to critically examine individual
responses to change and the impact these have on successful implementation
d. Produce a plan of action to implement change in a realistic business context and
the criteria against which success will be evaluated
Topic 4.2: The Global Context
a. Use PEST to analyse the reasons why businesses now operate in a global
b. Analyse the benefits and pitfalls of outsourcing a business service or process to
an emerging economy
c. Critically examine the importance of benchmarking business practice against
world class competitors to sustain a competitive edge and how businesses do
d. Analyse the impact of cultural differences on the way that businesses operate
and how this would affect business interaction
Topic 4.3: Enterprise and Innovation
To be completed by Expert Group
We would welcome your feedback on the above draft. Please return your
Heather Taylor, Financial Services Skills Council, 51 Gresham Street, London
EC2 V, 7 HQ, or email heather. taylor@ fssc. org. uk