contents · 2019. 5. 28. · ele/n3205 prepare to install pos machine 8 | p a g e nos version...

Contents 1. Introduction and Contacts..…………….…...………1

2. Qualifications Pack……….……..........................2

3. Glossary of Key Terms ………………………..………..3

4. OS Units…………………………………………………….....5

5. Annexure: Nomenclature for QP & OS..........18

6. Assessment Criteria.......................................20

Qualifications Pack- POS Terminal Machine Installer

OS describe what

individuals need to do, know and understand in order to carry out a particular job role or function

OS are

performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding

Electronics Sector Skill Council of India 602,604,608,6th floor Ansal Chambers II, Bhikaji Cama Place New Delhi-110066, India E-mail: [email protected]

SECTOR/S: ELECTRONICS

SUB-SECTOR: Consumer Electronics

OCCUPATION: POS Machine Installation Technician

REFERENCE ID: ELE/Q3203

ALIGNED TO: NCO-2004/ NIL

Brief Job Description: The job of a Point of Sale (POS) Terminal Machine installer

is to fix an appointment with the merchant, take the machine to the merchant's

premises and install it. They will also provide a demonstration cum training to the

merchant staff and complete the relevant documentation and submit back to the

office of the service provider.

Personal Attributes: The individual must have a high customer orientation and be willing to travel.

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY

mailto:[email protected]

Qualifications Pack for POS Terminal Machine Installer

2

Qualifications Pack Code ELE/Q3203

Job Role POS Terminal Machine Installer

(Applicable for National Scenarios)

Credits TBD Version number 1.0

Sector Electronics Drafted on 29/03/2017

Sub-sector Consumer Electronics Last reviewed on 29/03/2017

Occupation POS Machine Installation Technician

Next review date 29/03/2018

NSQC Clearance on NA

Job Role POS Terminal Machine Installer

Role Description Install POS terminal machine at merchant premises and provide demonstration to their staff.

NSQF level

Minimum Educational Qualifications

Maximum Educational Qualifications

3

10th Standard passed, preferably

NA

Prerequisite License or Training NA

Minimum Job Entry Age 18 Years

Experience NA

Applicable National Occupational

Standards (NOS)

Compulsory:

1. ELE/N3205 Prepare to Install POS Machine 2. ELE/N3206 Install POS Machine 3. ELE/N3207 Apply best practices for good customer service

while installing POS terminal machine

Performance Criteria As described in the relevant OS units

Job

Det

ails


3

Keywords /Terms Description

Sector Sector is a conglomeration of different business operations having similar business 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.

Occupation Occupation is a set of job roles, which perform similar/ related set of functions in an industry.

Function Function is an activity necessary for achieving the key purpose of the sector, occupation, or an 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 OS.

Sub-function Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.

Job role Job role defines a unique set of functions that together form a unique employment opportunity in an organisation.

Occupational Standards (OS)

OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts.

Performance Criteria Performance criteria are statements that together specify the standard of performance required when carrying out a task.

National Occupational Standards (OS)

NOS are occupational standards which apply uniquely in the Indian context.

Qualifications Pack (QP) QP comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A QP is assigned a unique qualifications pack code.

Unit Code Unit code is a unique identifier for an Occupational Standard, which is denoted by an ‘N’

Unit Title Unit title gives a clear overall statement about what the incumbent should be able to do.

Description Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for.

Scope Scope is a 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 quality of performance required.

Knowledge and Understanding

Knowledge and understanding are statements which together specify the technical, generic, professional and organisational specific knowledge that an individual needs in order to perform to the required standard.

Organisational Context Organisational context includes the way the organisation is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.

Technical Knowledge Technical knowledge is the specific knowledge needed to accomplish

De

fin

itio

ns


4

specific designated responsibilities.

Core Skills/ Generic Skills

Core skills or generic skills are a group of skills that are the key to learning and working in today’s world. These skills are typically needed in any work environment in today’s world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles.

Keywords /Terms Description

NOS National Occupational Standard(s)

NSQF National Qualifications Framework

QP Qualifications Pack

POS Point of Sale

PSTN Public Switched Telephone Network

GPRS General Packet Radio Services

Acr

on

yms

ELE/N3205 Prepare to Install POS Machine

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Overview

This unit is about preparing for installation of the POS terminal machine at the merchant’s location.


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Unit Code ELE/N3205

Unit Title (Task)

Prepare to Install POS Machine

Description This OS unit is about preparing for installation of the POS terminal machine at the merchant’s location.

Scope This unit/ task covers the following:

Prepare for installation of POS terminal machine at merchant premises

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

Element Performance Criteria Prepare for installation of POS terminal machine at merchant premises

To be competent, the user / individual on the job must be able to: PC1. obtain information about the merchant venue, contact details and type of

POS terminal machine to be installed from an authorized source PC2. identify different types of POS terminal machines and their usage viz PSTN,

Desktop GPRS, Mobile GPRS PC3. collect all the tools and equipment required for installation of the POS

terminal machine PC4. take appointment from the merchant PC5. reach the agreed venue with all the required materials on time PC6. practice safety measures while using the POS terminal machine PC7. use approved drawings, job instructions or work manuals

Knowledge and Understanding (K)

A. Organizational Context

(Knowledge of the

company

/organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on: incentives, personnel management, delivery standards KA2. company’s code of conduct KA3. role and responsibilities of a POS terminal machine installer

B. Technical Knowledge

The user/individual on the job needs to know and understand: KB1. importance and function of POS terminal machines KB2. various types of POS terminal machines and their usage viz PSTN, Desktop

GPRS, Mobile GPRS KB3. how to prepare for the installation job KB4. information, materials and equipment required to initiate a POS terminal

machine installation KB5. Code of conduct for taking appointment and meeting the merchant for

installation

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Skills (S)

A. Core Skills/

Generic Skills

Writing Skills

The user/ individual on the job needs to know and understand how to: SA1. use computers for sending emails SA2. complete work related forms such as work orders, invoices, maintenance

records

Reading Skills

The user/ individual on the job needs to know and understand how to: SA3. read emails SA4. Read the menu and options on the various POS terminal machines SA5. read job sheets or work orders

Oral Communication (Listening and Speaking skills)

The user/ individual on the job needs to know and understand how to: SA6. receive and ask for clarifications from supervisor on the job requirement

B. Professional Skills

Decision Making

The user/individual on the job needs to know and understand how to: SB1. follow standard operating procedures while making decisions SB2. take approval from supervisor in case the decision has to be made for

exceptions

Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. work with supervisor and co-workers to achieve smooth workflow SB4. work with supervisor and co-workers to share knowledge and learning SB5. install product at multiple locations on time SB6. plan work and travel to ensure maximum efficiency

Customer Centricity

The user/individual on the job needs to know and understand how to: SB7. ensure quality standards and standard operating procedures are maintained SB8. ensure that the finished assembly meets specifications

Problem Solving

NA

Analytical Thinking

NA

Critical Thinking

NA


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NOS Version Control

NOS Code ELE/N3205


Industry Electronics Drafted on 29/03/2017

Industry Sub-sector Consumer Electronics Last reviewed on 29/03/2017



ELE/N3206 Install POS Machine

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Overview

This unit is about installing the POS Terminal machine at the merchant’s premises and providing a demonstration to the merchant staff on how to use it as well as complete the required documentation.


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Unit Code ELE/N3206

Unit Title (Task)

Install POS Machine

Description This OS unit is about installing the POS Terminal machine at the merchant’s premises and providing a demonstration to the merchant staff on how to use it as well as complete the required documentation.


Install POS Terminal Machine at merchant premises

Demonstrate to customer the various processes of using a POS terminal

machine

Complete the documentation process for Installation of POS terminal

machine


Element Performance Criteria Install POS Terminal Machine at merchant premises

To be competent, the user / individual on the job must be able to: PC1. verify the seal of the POS terminal machine box as well as the contents in

front of the merchant PC2. connect the POS Terminal Machine correctly as per the type of machine while

taking all due precautions PC3. check if the POS terminal machine is connected and working PC4. troubleshoot connecting and detecting problems

Demonstrate to customer the various processes of using a POS terminal machine

To be competent, the user / individual on the job must be able to: PC5. demonstrate and show how to start using the terminal to the merchants PC6. perform a sample transaction by swiping a test card for a standard amount as

per standard operating procedure PC7. generate printout of transaction slip and customer copy PC8. perform demo settlement of payments that is done at the end of day PC9. demonstrate application of VOID option for Credit/AMEX cards to cancel

transaction

Complete the documentation process for Installation of POS terminal machine

To be competent, the user / individual on the job must be able to: PC10. follow the documentation process for Installation Certificates, Customer

Service report forms etc. as per company policy PC11. collect customer ID proofs, licenses of establishments, ADHAAR, PAN card

from the customer PC12. note device numbers, SSCN number of battery PC13. locate and note MID and TID numbers from the print slip PC14. keep all collected documents in a safe place for recordkeeping


A. Organizational

Context

(Knowledge of the

The user/individual on the job needs to know and understand: KA1. company’s policies on: incentives, personnel management, delivery standards KA2. company’s code of conduct

Nat

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company /

organization and

its processes)

KA3. role and responsibilities of a POS terminal machine installer

B. Technical

Knowledge

The user/individual on the job needs to know and understand: KB1. how to install various types of POS terminal machines viz. PSTN, desktop

GPRS, mobile GPRS KB2. precautions to be taken while connecting the machine KB3. various problems that could occur while installing the POS terminal machine

and how to troubleshoot them KB4. Code of conduct for taking appointment and meeting the merchant for

installation

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills


records

Reading Skills

The user/ individual on the job needs to know and understand how to: SA3. read emails SA4. read the menu and options on the various POS terminal machines SA5. read job sheets or work orders




Decision Making


exceptions

Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. install product at multiple locations on time SB4. plan work and travel to ensure maximum efficiency

Customer Centricity

The user/individual on the job needs to know and understand how to: SB5. escalate customer concerns that cannot be handled on field to the

appropriate authority

Problem Solving

The user/individual on the job needs to know and understand how to: SB6. how to report potential areas of disruptions to work process SB7. when to report to supervisor and when to deal with a colleague depending on


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the type of concern

Analytical Thinking

NA

Critical Thinking

NA


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NOS Version Control

NOS Code ELE/N3206






ELE/N3207 Apply best practices for good customer service while installing POS

terminal machine

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Overview

This unit is about applying best practices for good customer service while installing the POS terminal machine at the merchant premises.


terminal machine

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Unit Code ELE/N3207

Unit Title (Task)

Apply best practices for good customer service while installing POS terminal machine

Description This OS unit is about applying best practices for good customer service while installing the POS terminal machine at the merchant premises.


Apply best practices for good customer service while installing POS terminal

machine


Element Performance Criteria Apply best practices for good customer service while installing POS terminal machine

To be competent, the user / individual on the job must be able to: PC1. attend to and answer customer queries and doubts PC2. be courteous and professional over the call as well as at the merchant’s

premises PC3. be smartly dressed PC4. reach the venue at least prior 5 mins the appointment time PC5. greet the merchant staff and introduce self PC6. handover the sealed machine pack to the merchant PC7. open the seal of the pack in front of the merchant PC8. conduct the demonstration in a pace and manner that the merchant staff can

follow comfortably PC9. ask the merchant staff if they have any queries regarding the demonstration PC10. inform the operators that for any further assistance they can contact the

customer care no. during the mentioned timings at the side of the machine PC11. make sure to take the customers feedback PC12. leave the premises by thanking and bidding good bye to the merchant in a

courteous manner after the work is completed to their satisfaction


A. Organizational Context

(Knowledge of the

company /

organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on: incentives, personnel management, delivery standards KA2. company’s code of conduct KA3. role and responsibilities of a POS terminal machine installer

B. Technical

Knowledge

The user/individual on the job needs to know and understand: KB5. importance and function of POS terminal machines KB6. importance of customer service KB7. frequently asked questions by merchant staff and their correct answers KB8. importance of taking customer feedback

Skills (S)

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terminal machine

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A. Core Skills/

Generic Skills

Writing Skills


records

Reading Skills

The user/ individual on the job needs to know and understand how to: SA3. read emails SA4. read the menu and options on the various POS terminal machines SA5. read job sheets or work orders




Decision Making


exceptions

Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. install product at multiple locations on time SB4. plan work and travel to ensure maximum efficiency

Customer Centricity

The user/individual on the job needs to know and understand how to: SB5. escalate customer concerns that cannot be handled on field to the

appropriate authority

Problem Solving

The user/individual on the job needs to know and understand how to: SB6. how to report potential areas of disruptions to work process SB7. when to report to supervisor and when to deal with a colleague depending on

the type of concern

Analytical Thinking

NA

Critical Thinking

NA


terminal machine

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NOS Version Control

NOS Code ELE/3207







18

Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard An example of NOS with ‘N’

[ABC] /N0101

Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

9 characters

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]

Back to top…


19

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

Sub-sector Range of Occupation

numbers

Passive Components 01 - 10

Semiconductors 11 - 20

PCB Manufacturing 21 - 30

Consumer Electronics 31 - 40

IT Hardware 41 - 50

PCB Assembly 51 - 55

Solar Electronics 56 - 60

Strategic Electronics 61 - 65

Automotive Electronics 66 - 70

Industrial Electronics 71 - 75

Medical Electronics 76 - 80

Communication Electronics 81 - 85

PCB Design 86 - 90

LED 91 - 95

Sequence Description Example

Three letters Electronics ELE

Slash / /

Next letter Whether QP or NOS Q

Next two numbers Occupation code 01

Next two numbers OS number 01


20

CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role: POS Terminal Machine Installer

Qualification Pack: ELE/Q3203

Sector Skill Council: Electronics Sector Skill Council of India 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. Assessment will be conducted for all compulsory NOS 4. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below.) 5. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criteria. 6. To pass the Qualification Pack, every trainee should score a minimum of 70% in every NOS. 7. In case of unsuccessful completion, the trainee may seek reassessment on the qualification pack.

Compulsory NOS

Total Marks: 300

Marks Allocation

Assessment Outcomes

Performance criteria Total Marks

Out of Theory Skills Practical


PC1.obtain information about the merchant venue, contact details and type of POS terminal machine to be installed from an authorized source

100

14 5 9

PC2.identify different types of POS terminal machines and their usage viz PSTN, Desktop GPRS, Mobile GPRS

14 5 9

PC3.collect all the tools and equipment required for installation of the POS terminal machine

14 5 9

PC4.Take appointment from the merchant 14 5 9

PC5.Reach the agreed venue with all the required materials on time

14 5 9

PC6.practice safety measures while using the POS terminal machine

15 5 10

PC7.use approved drawings, job instructions or work Manuals

15 5 10

Total 100 35 65

PC1.verify the seal of the POS terminal machine box as well as the contents in front of the

100 7 3 4


21


merchant

PC2.connect the POS Terminal Machine correctly as per the type of machine while taking all due precautions

8 3 5

PC3.check if the POS terminal machine is connected and working

8 3 5

PC4.troubleshoot connecting and detecting problems

8 3 5

PC5.demonstrate and show how to start using the terminal to the merchants

8 3 5

PC6.perform a sample transaction by swiping a test card for a standard amount as per standard operating procedure

7 3 4

PC7.generate printout of transaction slip and

customer copy

7 3 4

PC8.perform demo settlement of payments that is done at the end of day

7 3 4

PC9.demonstrate application of VOID option for

Credit/AMEX cards to cancel transaction

7 3 4

PC10.follow the documentation process for Installation Certificates, Customer Service report forms etc. as per company policy report forms etc. as per company policy

7 3 4

PC11.collect customer ID proofs, licenses of establishments, ADHAAR, PAN card from the customer

7 3 4

PC12.note device numbers, SSCN number of batteries

7 3 4

PC13.locate and note MID and TID numbers from

the print slip

6 2 4

PC14.keep all collected documents in a safe place for Record keeping

6 2 4

Total 100 40 60

ELE/N3207 Apply best practices for good customer service while installing POS terminal machine

PC1. Attend to and answer customer queries and doubts

100

9 4 5

PC2.be courteous and professional over the call as well as at the merchant’s premises

9 4 5

PC3.be smartly dressed 9 4 5

PC4.reach the venue at least prior 5 mins the appointment time

8 3 5

PC5.greet the merchant staff and introduce self 8 3 5

PC6.handover the sealed machine pack to the merchant

8 3 5


22

PC7.open the seal of the pack in front of the merchant

8 3 5

PC8.conduct the demonstration in a pace and manner that the merchant staff can follow comfortably

9 4 5

PC9.ask the merchant staff if they have any queries regarding the demonstration

8 3 5

PC10.inform the operators that for any further assistance they can contact the customer care no. during the mentioned timings at the side of the machine

8 3 5

PC11.make sure to take the customers feedback 8 3 5

PC12.leave the premises by thanking and bidding good bye to the merchant in a courteous manner after the work is completed to their satisfaction

8 3 5

Total 100 40 60

contents · 2019. 5. 28. · ele/n3205 prepare to install pos machine 8 | p a g e nos version...

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